Shipping and Returns

DELIVERY & SHIPPING

Jack and Lu’s ships book orders worldwide.

In order to be able to bring our book to you at the best possible price, our books are generally printed on demand and dispatched directly from the printers.  Our printing locations are Australia, U.S.A. and U.K. and upon ordering, we will determine the best place for your book to be printed for it to arrive as quickly as possible.

Whilst the speed of dispatch depends on the current backlog of orders at the printers, they are typically dispatched within 3-5 business days for paperback books and 5-10 business days for hardcover books. Note that where an order contains both hard and softcovers our experience is that the printer dispatches these together. Please allow up to 10 days for your order to be dispatched in busy periods (e.g. December).

Shipping options will be presented on checkout and vary based upon destination. These are summarised as follows:

Location Delivery Method Description
Within Aus Standard Trackable service with delivery to addresses in Australia that range anywhere from 1 – 3 business days for VIC and NSW metropolitan areas up to 10 business days for remote areas of WA, NT & QLD following dispatch.
Rush Delivery to addresses in Australia is primarily overnight with some exceptions being the following day based on distance and location following dispatch.
To NZ Economy Time in transit to New Zealand is approximately 4 – 10 business days based on date of pickup, distance and destination location. Limited track and trace functionality is offered.
Premium Delivery to addresses in New Zealand are approximately 2 to 3 business days based on distance and destination location following dispatch.
USA/Canada Basic Delivery to all 50 states, Puerto Rico and the U.S. Virgin Islands in approximately 7 to 10 business days of shipment date. Limited or no trackability. Not recommended for carton shipments.
Residential Ground Delivery to most residential addresses in the 48 contiguous states in the U.S. within 1 to 6 business days of shipment date, based on the location of the Ship To address. Shipments are traceable. P.O. Boxes and Military Addresses cannot be used as a Ship To Address.
United Kingdom Economy Suitable for small parcels (typically 2 books). Delivery to most addresses in the U.K. by the third business day following dispatch
Premium Suitable for all parcel sizes. Trackable delivery to most addresses in the U.K. by the next business day (add one extra business day for deliveries to Northern Ireland and Scottish highlands and islands)
Europe Standard Suitable for small parcels. Delivery to most addresses in the EU within 4 – 7 business days.
Premium Upon checkout, a variety of shipping options are available dependent on destination. These are summarised as follows:
2-3 days- Ireland, Belgium, Channel Islands, Luxembourg, Netherlands, France, Germany Austria, Denmark, Switzerland
3-5 days – Spain, Spanish Islands, Italy, Latvia, Portugal, Romania, Sweden, Finland
5-7 days – Bulgaria, Czech Republic, Hungary, Norway, Poland, Slovakia, Slovenia, Estonia, Lithuania, Turkey, Russian Federation
Rest of World Standard Delivery to most countries and territories to the destination country’s mail system.
Shipment times and reliability vary based on the destination country’s mail system. These shipments are not traceable. P.O. Boxes cannot be used as a Ship To Address.
(This shipping method, in exchange for lower shipping cost, does not offer damage
insurance or shipment tracking to the ultimate recipient.

Please note that we cannot deliver to PO Boxes.

* The above-mentioned dispatch and shipping times are just a guideline and in many cases your order will arrive much sooner. However, we’re not responsible for delays in shipping times due to third-party printing services, postage service delays or other circumstances beyond our control.

Our printing facilities will provide an email confirmation once the order has been received (usually within 1 business day) and will also provide an email confirmation once the order has been shipped, with tracking details (where applicable). Once your order has been shipped, Jack and Lu’s cannot accept responsibility for loss or any damage to your package.

Please allow the shipping time-frames stated above before contacting us about your order.

Please note that any orders that are returned to us via the postal service – due to incorrect information supplied or items not being collected – will incur additional postage fees if it is to be redirected to an alternative address.

Premium/Rush Orders

Please note that selecting Premium or Rush Shipping ensures your order is moved through the postal service quickly as per the timeframes above, but does not necessarily mean printing time will be faster.

If you would also like us to rush your order at the printer, and place it at the front of our queue, please get in touch via email or telephone and we’ll be happy to arrange this for you where possible, during non-peak periods. This service includes a small fee, and is not available during sale or peak periods, such as during the lead up to Christmas.

Rest of World Shipping

When international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable. International postage is sent as regular mail. Please allow up to 30 business days for your order to arrive to you from the closest printing location. Please note that not all countries allow for tracked postage internationally. If you have questions regarding postage to your location, please contact us via email to info@jackandlus.com prior to placing your order.

 

RETURNS, EXCHANGES AND REFUNDS

At Jack and Lu’s we understand that there will be times when you may want to return items purchased on our website.

In order for your return to be processed, please contact customer service via email at info@jackandlus.com within 7 days of delivery.

Before contacting customer service, we ask that you read the below policy and instructions.

Change of mind

Any return requests due to ‘change of mind’ must be submitted via email to info@jackandlus.com. All ‘change of mind’ return requests will be evaluated on a case-by-case basis. Jack and Lu’s is not obliged to provide a refund or replacement for return requests due to ‘change of mind’.

Please note that at no time will Jack and Lu’s provide a ‘change of mind’ return or refund for the purchase of ebooks.

If we do accept your ‘change of mind’ return request, the following terms are applicable:

  • Books must arrive at our address in new condition in original packaging
  • Postage will not be paid by Jack and Lu’s.
  • Proof of purchase must be provided.

 

Damaged or Faulty Items

If you have received the wrong items or where an item has arrived damaged or faulty or in any way does not meet the consumer guarantees under the Australian Consumer Law, please contact our online customer service team via email at info@jackandlus.com within 2 days of receipt of shipment with your order number, photographs and description of the damage exactly as it arrived to you.  We reserve the right to refuse a damage return where we haven’t received email notification and appropriate photos within the specified time period.

Where the items received do not meet the consumer guarantees set-out above or under the Australian Consumer Law, you are entitled to the following remedies:

If items are returned:

  • a refund in relation to the items; or
  • an identical replacement, or one of similar value if reasonable available;

If items are not returned:

  • Compensation for the drop in value caused by the problem.

Jack and Lu’s may require proof of purchase for any return claim to be completed.

Gift Cards

Jack and Lu’s does not accept returns of gift cards under any circumstances.

How long will it take?

Once the returned items are received, we will make every effort to process the return claim within three business days. Where refunds are issued to a credit card account, the refund may not appear on your credit card statement until a future billing cycle, depending on the policy of your credit card provider.

Free Shipping on All Orders*

Want to be the first to know
about our news, promotions and product releases?

Join our mailing list below...

Woohoo and welcome to our family!

Whoops something went wrong. Please try again.