Contact Us

CUSTOMER
ADVISORS

Our
customer advisors can be contacted by email at hello.jbgbrand@gmail.com

HOW CAN I TRACK MY ORDER?

You can
track your order using your tracking/consignment number. You will receive this
in a shipment confirmation from JBG once your order is dispatched.

You may have to allow 72 hours for this number to become
active.

HOW TO USE A DISCOUNT CODE!

Click bellow for a
step by step guide on how to use a discount code at checkout.

PRE-ORDERS

All
pre-order items will be dispatched on the dates advised on that individual
product page at the time of purchase.

Payments
for pre-orders will be taken at the time of placing the order, just as though
you placed a regular order. If you would like a refund or exchange prior to
your order being dispatched please email  hello.jbgbrand@gmail.com

If you placed an order that included pre-order and non pre-order goods the full
order will be dispatched once the last pre-order item is available to dispatch.
We do not part ship orders.

Your 30
day returns policy starts when you receive the goods.

I HAVE RECEIVED A FAULTY ITEM IN
MY ORDER, WHAT SHALL I DO?

Please
email hello.jbgbrand@gmail.com

with
images of your faulty item attached and we will get back to you with further
instructions.

I HAVE RECEIVED AN INCORRECT ITEM
IN MY ORDER, WHAT SHALL I DO?

If you
have received an incorrect item, contact hello.jbgbrand@gmail.com

where an advisor will be happy to help.

DELIVERY INFORMATION

For
delivery information please click here

TAX & DUTY

JBG operates
on a Delivered Duty Unpaid basis.

This means that any outstanding import duties, clearance fee’s, brokerage fees
or other additional charges have to be paid by the customer upon delivery of
your order.

Contact
your local customs authority for more information.

The customer must take full liability for any parcels returned to hello.jbgbrand@gmail.com

due to unpaid customs charges or ignored/unseen emails from your customs office
or chosen carrier. Any postal charges, returned shipment costs, customs charges
and handling fees will be deducted from any due refund, gift card or exchange
request.

MISSED DELIVERIES

Any items
not delivered due to recipient not being home will generally be returned to a
local depot and an information card will be left with instructions on what to
do. After the second attempt of delivery, items not collected from the depot
will be returned to hello.jbgbrand@gmail.com

and we will issue a full refund of goods MINUS our postal charge and admin fee.

We advise
customers to select an address that they can guarantee someone being there to
receive the item (home or place of work) as they will need to be signed for.

DELAYED DELIVERIES

Tracked
Service

If you tracked delivery and your order has not arrived within the advised time
frame please check your tracking as it may have been updated with the reasons
why it is delayed. If your order was placed after. All delivery timeframes are
given as a guideline only and can not be guaranteed, please note the shipping
timeframes do not include weekends or bank holiday's.

Un-tracked
Service

an un-tracked service please be advised that we can not track the whereabouts
of your order. The un-tracked delivery timeframes are a guide only and can
not be guaranteed, please allow up to 10 working days before contacting us
regarding a delayed delivery. Our courier policies state that they are
unable to raise action against a delayed or missing order till x amount of days
have passed therefore we cannot action against delayed or missing orders till
at least 10 working days have passed.

UNDELIVERED ITEMS

Please
contact hello.jbgbrand@gmail.com  where we are happy to help!

RETURNS AND EXCHANGES

We offer
a 30 day ‘from date of purchase’ exchange/return policy. Once your order passes
the 30 days mark, this policy does not apply to your order and you will be
issued with a E-Gift Card.

The
item(s) must be in the exact condition as received, unwashed, unworn and in its
original condition complete with tags and packaging. If it does not meet these
criteria this policy will not apply.

hello.jbgbrand@gmail.com is not responsible for any return shipping costs.



"SALE” items are not eligible for a refund or exchange unless items are
returned within 7 days of receipt.



Please note "Discounted" items where a code was applied at checkout
are eligible for a refund or exchange within the 30-day return period.

Our customer advisors are available at hello.jbgbrand@gmail.com.com

to answer any questions you have.

I've lost my returns form!

Don't
panic, you can download it here

DO I NEED TO CREATE AN ACCOUNT TO
PLACE AN ORDER?

You do
not need to create an account to place an order but we do advise you have an
account with us to keep track of previous orders, check the status of your
current order and be kept up to date with the latest collections and
promotions.

HOW DO I GET TO HEAR ABOUT UP AND
COMING PROMOTIONS AND SALES

To stay
up to date with everything you can join our mailing list via the website home
page or create an account via the ‘account’ page. You can also keep up to date
by following us on our online social platforms. (See links on homepage)

WHAT PAYMENT METHODS DO YOU
ACCEPT?

We
currently accept the following payment methods

VISA 💳 MASTERCARD 💳 AMERICAN EXPRESS 💳 & PAYPAL

WHAT CURRENCIES DO YOU TRADE IN?

We accept
payments from all currencies as your payment automatically converts to USD.

HOW CAN I CHANGE MY ADDRESS
DETAILS ON MY ACCOUNT?

You can
change your address details by logging in to your account and clicking ‘view
addresses’, this will give you the option to edit or delete an address.

CAN YOU TELL ME IF ITEMS WILL BE
RESTOCKED?

If an
item you desire is currently out of stock you can sign up for a restock
notification on the product page, you'll see the button to the left of the product
image! Otherwise you can contact us via email at hello.jbgbrand@gmail.com
 where we will try to give an estimated time frame.

WHAT HAPPENS IF AN ITEM(S) FROM
MY ORDER IS OUT OF STOCK?

In the
unlikely event an item you have ordered is out of stock we will contact you to
discuss alternatives or issue you a refund for that item.

HAS MY ORDER BEEN SHIPPED?

When your
order leaves our US warehouse you will receive an email from our
trusted courier with shipment details and your tracking information. (please give 72hours for this process)

I REQUESTED AN EXCHANGE BUT
RECEIVED A REFUND

Please check your email inbox, as we will have
notified you before hand.

We may have been unable to exchange your item due
to it not being in stock so we refunded you instead.

If you received a refund when you requested an exchange
please contact us at hello.jbgbrand@gmail.com  where a customer
advisor will be happy to help.