FAQ

Thank you for reaching out to us! Do you have a question about your package? Please first check our FAQ below, which covers the most frequently asked questions. Still can’t find your answer? Feel free to contact us at the bottom of this page.

Where is my package? After placing your order, it takes an average of 9-13 business days for delivery within Australia. If these timeframes have passed, please contact our customer service team.
I'm not satisfied with my package. Visit our Refunds page to learn how to return your package.
Where can I find my tracking code? Once your order has been shipped, you’ll automatically receive a tracking code via email. Don’t forget to check your spam folder, as our emails can occasionally land there. Please note that it might take a little time for the tracking link to become active.
How can I track my order? You can track your order using the tracking number sent to your email. Just enter it on our tracking page to check the status of your delivery—right from this page
Can I change or cancel my order? Since we strive to process orders as quickly as possible, any changes or cancellations must be requested within 15 minutes of placing your order. After this window, orders are automatically processed and cannot be modified. Once you receive your order, you’re welcome to return it for a full refund.
Is delivery free? Yes, every order includes fast and free shipping.
How long does processing takes? All orders are prepared and dispatched from our warehouse. Please allow additional time for processing during holidays and sale periods. We process orders from Monday to Friday, within 1–3 business days of the purchase date. Once processed, your order will be shipped the following business day. Kindly note that we do not ship on weekends.
How long shipping takes? Delivery takes 8-10 business days
What if I don't receive my order? If your order hasn’t arrived within 30 days of shipping, you’re entitled to a replacement or a full refund.
How to return an item? Please contact us at hello@jacksydney.com
Defective / incorrect / damaged item? If you’ve received an order that is incorrect, missing items, or defective, please contact us right away. Make sure to include your order number, photos of the item(s), and any relevant details when you reach out. We’ll do our best to resolve the issue as quickly as possible.

If you still can't find the answer to your question, feel free to contact us at:

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