Help and FAQ

Contact

  • How can I contact Jones Auckland?

If you have any questions, feel free to reach out to us by emailing to: E-Mail Support; we are happy to help. Our experts are available seven days a week to answer any questions you may have. 

  • How long does it take to get a response?

We always aim to respond to all inquiries within 24 hours.

Products

  • How do I find the right size?

We recommend checking the size guide on the product page. You can find it by clicking on "size chart" located just below the size selector. This way, you can find the perfect size for you.

  • The product or size I want is out of stock, what should I do?

You can always send us an email with the product you want to order, and our team will take care of it promptly and inform you.

  • How do I redeem my discount code or gift card?

To redeem the store credit, you can add the coupon code in the first part of the checkout. Once you have completed this, the coupon value will be deducted from the purchase amount.

Orders and Payment

  • What payment methods can I use?

You can pay safely and trusted with Mastercard, Visa, Maestro, Apple Pay, Amex.

  • How can I cancel my order?

Most likely, your order is already prepared and packaged, as we do this as quickly as possible. Of course, you can always email us - our specialists will check if it is still possible for you to cancel.

  • Will I receive an order confirmation?

You will receive an order confirmation via email immediately after placing your order. This email includes the order number, order overview, and delivery address.

  • I have provided incorrect address details; can this be changed?

Unfortunately, we cannot change the details of your order after it has been placed because we process and pack your order as quickly as possible. To be sure, please contact our customer service to discuss solutions.

Shipping

  • How can I track my order?

As soon as your package is shipped, we will send you an email with a tracking code. Here, you can check the status of your order and provide additional instructions to the delivery service if necessary.