Frequently Asked Questions

ARE THE COLOURS OF THE GARMENTS PHOTO ACCURATE?

We like to keep things clean and simple. We aim to generate images with a clear likeness to the actual garments. Our colour palette online is very close to the colour palette of the garments, however some colours may vary slightly from those displayed by your monitor, or on varying internet browsers.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

No, you do not need to register to place an order, but you need to provide a valid email address and contact details in the checkout process. You can sign up for future purchases in the check-out if you’d like!

HOW WILL I KNOW WHEN MY ORDER HAS BEEN RECEIVED?

Once you place an order you will receive an 'Order Confirmation’ email from Jacana Kids.  This email will let you know that we have received your order and that is being prepared for dispatch, and will contain the date of your order, garments purchased and order number for your reference.

IS IT SAFE TO ORDER WITH JACANA KIDS ONLINE?

Protecting your personal and order information is a priority at Jacana Kids. We want you to be able to order from Jacana Kids with total confidence.

Our ECommerce system uses a secure transaction environment. We use the latest Secure Sockets Technology (SSL) available to ensure your information is safe and secure at all times. SSL is an industry standard which is used by all the major eCommerce sites on the Internet. It works by encrypting the details which you enter on our website, preventing the information being intercepted by an unauthorised party.

CAN I SEND AN ORDER TO AN ALTERNATIVE ADDRESS?

Yes, you are able to fill out a different delivery address in the checkout process choosing "Ship to different address". If you pay through PayPal, make sure to double check the address stated in your account.

DO YOU SHIP INTERNATIONALLY?

Yes we do! All international orders are shipped via Australia Post Air Mail. For more details on our international shipping times and prices please refer to our International Deliveries page.

HOW CAN I FIND OUT THE COST OF DELIVERY?

The shipping charge will be added to your order and clearly visible on your cart once you place your order. The shipping is based on the weight of the package and the country destination.

WHEN DO I RECEIVE MY ORDER?

We dispatch all orders in 3-5 days on business days. Orders are not shipped on the weekends or holidays.

I DID NOT RECEIVE AN ORDER CONFIRMATION.

As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add info@jacanakids.com to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Contact us and we’ll sort it out for you.

FAQs

CAN I TRACK MY ORDER?

Yes, you receive an Australian Post tracking number with your shipping confirmation that is sent to your email.

MY TRACKING NUMBER DOES NOT WORK.

It can take a day for the AusPost tracking number to be activated, but please contact us if you have any questions.

WHAT ARE THE ACCEPTED PAYMENT METHODS?

We accept online card payment with MasterCard, VISA or via PayPal.

MY ORDER IS MISSING.

Contact info@jacanakids.com and we will sort it out for you.

I RECEIVED THE WRONG ITEMS.

If you have received the wrong items, please contact us and specify which products. You will receive the correct items without additional cost for return and/or shipping once we have received the incorrect items.

WHERE ARE YOUR CLOTHES PRODUCED?

Jacana Kids clothes are made in Bangladesh and printed and design locally in Australia. Before starting to work with a supplier we make sure that they compile with Social & ethical policy values including wages, overtime, child labour and etc. We believe in close, honest and long-term relationships.

HOW DO I FIND THE RIGHT SIZE?

There is a size chart on our website with our items measurements. You can also check our size chart here.

HOW DO I USE A VOUCHER CODE?

If you’ve received a voucher code for the online shop or using a promo campaign, it is filled in it the checkout process of your purchase. Simply write the code in the field in the checkout, and the total amount in your order will recalculate. It will be clearly stated what amount the voucher is before you continue to the payment step.

WHAT IS YOUR RETURNS POLICY?

If you live within the Australia and are not fully satisfied with your product you always have the possibility to return your item within 14 days after you have received the item. You will receive a full refund for the item, excluding the return cost for the item. We’ll give you a full refund within 14 days by the same method you used to pay, and all we ask is that items are returned clean, unworn and have all of their labels intact.

HOW DO I KNOW THAT YOU HAVE RECEIVED MY RETURN?

We will always try to handle your return as fast as possible. We will send you and email once your return has been processed and if we need any additional information from you. You are always welcome to email us or give us a call to check on the status of your return.

WHEN IS A SIZE/PRODUCT COMING BACK INTO STOCK?

We know how disappointing it can be to find an item you love is no longer available. Due to various factors, including time constraints involved in printing, we generally don’t reorder sold out sizes or styles. Nevertheless, we do replenish some styles from time to time, so bookmark our website to avoid missing out… and stay in the loop by subscribing to receive emails.

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