Why Am I Missing An Item in My Order?

At our company, we have multiple locations from which we ship our products. This means that different items within your order may be sourced and shipped from different locations. As a result, it is possible that one item may be dispatched while others are still being sourced and prepared for shipment.

Rest assured that you will receive a dispatch notification as soon as each item is on its way to you. This will allow you to track the progress of your order and have an estimated delivery date for each item.

However, in the event that we encounter difficulties in sourcing a particular item from your online order, we will promptly notify you. We understand that this can be disappointing, and we apologize for any inconvenience caused. In such cases, we will issue you a refund for the item that we were unable to source. Please note that the refund process may take approximately 2-4 business days for the refund to appear in your account.

When will my order be dispatched?

Thank you for sharing that information. It's great to hear that you aim to dispatch all orders within 2-4 business days. However, it's important to note that orders with multiple items may experience slight delays due to the need to source products from different locations. This additional step in the fulfillment process can cause a slight delay in the overall shipping time. Customers should be aware of this possibility and expect their orders to arrive within a reasonable timeframe considering these potential delays.

Do you have any stores I can visit?

No sorry, we are online only.

When will my return be processed?

Unfortunately your return has not been processed quite yet. Please note that returns can take 10 business days to be processed upon delivery to our warehouse. Once it has been processed you will be contacted by our Returns Team.

Hopefully your return will be processed soon! If you have a tracking number confirming that it has been delivered to us, we would be more than happy to look into this further for you. Please just send through the tracking number and let us know what item/s where returned from your order, and what resolution you preferred.

Why did I receive a credit note instead of a refund?

You may have received a credit note instead of a refund as the return does not meet the criteria outlined in our Returns Policy, which can be found on our website. We are only able to reimburse items purchased at a discount (on Sale or Promotion) via credit note.


There's a security tag left on?

We are so sorry about this mix up!

You are more than welcome to send this back to us to have the security tag removed.

For a more immediate solution, if you would prefer, you can take the item into your nearest Factory X store and they will happily remove the tag for you!

This can be done at any Gorman, Dangerfield, or Princess Highway location:

View Gorman's store locations
View Dangerfield's store locations
View Princess Highway's store locations

Alternatively, at your earliest convenience, could you please send the tagged item back to us in a secure bag.
We ask that you also include a completed Returns Form, which will help our Returns Team understand your problem, and allow them to process your preferred resolution.
If you did not receive a form in your original parcel, there is one attached to this email.
You can create a FREE Returns Post Sticker with Australia Post through the following link, which can be printed at your local post office.
Our Returns Team will process your requested resolution as soon as possible, and your de-tagged item will be sent back to you via Express Post.

Again, we sincerely apologise for any inconvenience and disappointment this has caused.

Alternative options for Returns can be found here.

Payment Options?

We accept the following payment options:

  • Credit and debit cards including Visa and Mastercard
  • Paypal
  • Afterpay
  • ZipPay

Additionally we accept in-store gift cards online (see checkout for more details).

Colours & Sizes?

Please note that colours may vary slightly from those displayed by your monitor.

We have an approximate size guide with the most commonly used product measurement terms. If you need help establishing what size you are in Jack London please refer to our sizing chart.

For more personalised sizing recommendations or the measurement of a particular product please contact our customer service team via the contact page.

Product Care?

Jack London uses only the highest quality fabrics. However, due to their delicate nature, garment care instructions must be followed. Garments particularly intricate or delicate, may have special dry-cleaning requirements. We recommend you use only a trusted and reputable dry-cleaner.

Jack London uses only the highest quality fabrics. However, due to their delicate nature, garment care instructions must be followed. Garments particularly intricate or delicate, may have special dry-cleaning requirements. We recommend you use only a trusted and reputable dry-cleaner.


We recommend spraying footwear with the appropriate protector before wear.

Don’t forget to check the top pieces on your heels regularly. They should not be allowed to wear down and should be replaced regularly.

Sold out items?

We make every effort to keep sufficient stock of items shown on our website. Occasionally, we do sell out of products before the site can be updated. If this should happen, you will receive an email indicating that a particular item you ordered is out of stock. If an item you have ordered is out of stock online, we will notify you immediately and reimburse your funds.

If a specific size or colour is not listed, it is currently out of stock or sold out.

Gift Certificates?

Cards and codes are only valid for a 36 month period. You will be notified via email with the expiry date.

Gift Certificate Usage Policy

Lost or stolen cards/codes will not be replaced or refunded.

Any purchase made using an online gift certificate will only ever be refunded back into the original gift certificate. If an alternate payment method was used to pay the difference, then the difference is the only amount that can ever be refunded back into that payment methods source account.

Discount Codes?

Please note that the following conditions apply to discount codes:

- Only one discount code can be used per transaction.

- Some discount codes DO NOT apply to sale items and will be excluded from the discount total at checkout.

- Some discount codes, such as the birthday gift code, will expire after two weeks.

Birthday Discount Coupons

Terms and Conditions apply. Voucher is valid for two weeks only and one time use only. Gift Vouchers cannot be used to purchase online gift cards. Voucher is not valid for use in conjunction with any other offer and can only be redeemed in store with photo ID.

Welcome Discount

Coupon Terms and Conditions apply. Voucher is valid for 30 days only and one time use only. Minimum order amount is $120AUD, excluding instore and online gift cards Voucher is only valid online, and cannot be redeem instore. Not to be used in conjunction with any other offer.

Further information about current promotions can be found in our Terms and Condition.

Pre-ordered items?

These are items that have not arrived at our warehouse, but are on the way and are available for you to pre-purchase. We will deliver the item(s) to you as soon as it arrives.

Where's my order?

Please login to your account to check your order. Althernatively, please go to our Chat page > Check my order

Additional Information

Social and Ethical Compliance?

To view our policies please click here

Privacy & Security?

Jack London online recognise and agree that the privacy of all personal information is important to individuals. All personal information collected to process and fulfill your order is to be minimal, private, correct, safe and most importantly in the control of the individual. We do not share any credit card information with any third parties, other than for the purpose of processing payments for the product you have ordered. We will only ask for and use relevant personal information necessary to conduct our business. All information collected for Jack London is for the sole purpose and use of Jack London.

Subscriber Database

Subscription information collected via our subscription form, at the online checkout or by entering one of our promotions is stored in a secure cms. This is only accessed and used by Jack London staff to notify our customers about our brand and products.

To remove yourself from our subscriber list, please click the "unsubscribe" link in the next email OR send your request via our Chat page to ask to be removed.

Cookies & Tracking

As you browse the Jack London and other websites, online ad networks we work with may place anonymous cookies on your computer, and use similar technologies, in order to understand your interests based on your (anonymous) online activities, and thus to tailor more relevant ads to you.

If you do not wish to receive such tailored advertising, you can visit this page to opt out of most companies that engage in such advertising. (This will not prevent you from seeing ads; the ads simply will not be delivered through these targeting methods.)

Privacy Policy?

This privacy policy sets out how Jack London uses and protects any information that you give Jack London when you use this website. Jack London is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Jack London may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers
  • For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at support@jacklondon.com.au.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to 63 Church St, Abbotsford, VIC, 3067.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

  • COOKIE name COOKIE Description
  • CART The association with your shopping cart.
  • CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
  • COMPARE The items that you have in the Compare Products list.
  • CURRENCY Your preferred currency
  • CUSTOMER An encrypted version of your customer id with the store.
  • CUSTOMER_AUTH An indicator if you are currently logged into the store.
  • CUSTOMER_INFO An encrypted version of the customer group you belong to.
  • CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
  • EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
  • FRONTEND You sesssion ID on the server.
  • GUEST-VIEW Allows guests to edit their orders.
  • LAST_CATEGORY The last category you visited.
  • LAST_PRODUCT The most recent product you have viewed.
  • NEWMESSAGE Indicates whether a new message has been received.
  • NO_CACHE Indicates whether it is allowed to use cache.
  • PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
  • POLL The ID of any polls you have recently voted in.
  • POLLN Information on what polls you have voted on.
  • RECENTLYCOMPARED The items that you have recently compared.
  • STF Information on products you have emailed to friends.
  • STORE The store view or language you have selected.
  • USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
  • VIEWED_PRODUCT_IDS The products that you have recently viewed.
  • WISHLIST An encrypted list of products added to your Wishlist.
  • WISHLIST_CNT The number of items in your Wishlist.


If you have any wholesale enquiries, please contact us at wholesale@jacklondon.com.au.