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FAQs

Welcome to our Frequently Asked Questions section. Please click on a topic from the list below - the help for that topic will then appear on the right-hand side of the page.

Alternatively, you can view our Help or our Frequently Asked Questions.

Logging in and Registering

Finding Items

Payment

Shipping

Your order

Your account

Other

Contacting Us

Logging in and Registering

Why do I need to register?

In order to place an order with us, or to use the account management features, you will need to sign in to the site. This means we need to be absolutely sure about your identity before processing orders.



Registering as an online customer means you can store your billing address, multiple shipping addresses, check your order status and create reminders that will email you before your special events are about to happen. It also means we can contact you if there's a problem with your order.

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Why do I need to enter my email address?

We use your email address as our means of identifying you and you will need to access your online account with us.

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Why do I need a password?

When you create a password it allows you to access your account information. Once entered, your contact, shipping and payment details will be stored and you will not have to re enter them again when you make your next order. You can also track your order status and order history.



You should keep your password secure. You can access your account information at any time to edit any of your account details.



Each time you return to this site, remember to sign in using your email and password.

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What happens if I forget my password?

If you forget your password, click on the 'Forgotten Your Password?' link in the 'Help and Info' section on the login page. Simply enter your email address and we'll email you a new password so you can gain access to the site.



Once you've successfully logged in, you can change your password again in the 'Edit Email/Password' area of 'My Account'.

Note: For security reasons any stored payment details will be deleted when we send you a new password.

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Finding Items

How do I find the item I want online?

All of the items in the current catalog, plus many more, can be seen by browsing through the categories near the top of each page. Keep selecting the category or sub-category that interests you most until you reach a page that displays pictures of the first 20 items in your chosen category.



Here you can refine your search by size, price, brand, colour and other item characteristics. So if you want to see all 'black' products you would simply click on 'black' in the left hand navigation under Refine Search. To remove this refinement click on 'Remove' under You Search By.



The number of items in the list will be shown on the page and you can scroll through the pages in the list using the arrow buttons.



You can choose how many items you want to see on the page by selecting 20, 40 or 60 from the dropdown and you can sort the results by 'Most Relevant'; 'Price (High to Low)'; 'Price (Low to High)'; A-Z and Z-A. When you find an item you like, click on it for more details.

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I have found an item I like in the catalog, how can I find it online?

The search facility can be found at the top of every page of the site, and allows you to search for an item using a keyword or item number.



An item number is 7 digits long (e.g. AB123CD) and can be found when you are looking at an item on the website, in the catalog or in a leaflet or advert. Simply type the number into the search box and click go. A page showing all the details of your item should be displayed. If you are told your item number is incorrect, check that you have typed in all 7 digits correctly, and that you have not substituted the letter I for the number 1, or the letter O for the number 0. If you still cannot find the item, you could try a keyword search instead.



The search is not case sensitive so you can include lower as well as upper case letters in the search.

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Payment

How can I pay for my order?

We are able to process payments using Visa, MasterCard, American Express and PayPal

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Delivery

Has my order been shipped yet?

You will receive an email confirmation when the items have been dispatched and can check on the status of your order by logging into the Jacamo website and checking the 'Order History' area in 'My Account'.



Due to the nature of your goods, items within your order may be delivered separately.



If you feel that your item has not arrived within the expected period please contact the call centre on 1-855-308-6927

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Where do you ship to?

We ship to addresses throughout the Continental United States.

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How much does shipping cost?

Our standard shipping and handling charge is $6.95 on each order you place (unless a promotion applies)

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How long will it take to receive my item(s)?

Most of our items will be delivered to you within 4-10 business days of dispatch from our warehouse in the UK.

If you feel that your item has not arrived within the expected period please contact the call centre on 1-855-308-6927

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How do I return an item?

Jacamo™ uses SmartLabel™ to make returns easier. All returns are charged at $4.95. Simply attach the SmartLabel™ found on the packing slip to the front of your parcel and either drop it in a mailbox, give it to your postal carrier or drop it off at the Post Office. Please note we cannot accept returns sent by any other method. Original shipping fees are non-refundable. If you have lost or have a damaged SmartLabel™ please contact our inquiries team to arrange a replacement.

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Have you received my returned item(s)?

You will receive an email in your inbox when the items you have returned reach our warehouse. If you feel that the item you returned has not arrived within the expected period please contact the call centre on 1-855-308-6927

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Your order

How do I cancel an order?

If you'd like to cancel items please call our customer service number at 1-855-308-6927 as soon as possible Monday through Friday 9am to 5pm Eastern Time. Unfortunately, it is not possible to cancel orders through the Website.



We'll do what we can to accommodate your request, but please bear in mind that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process. If your cancellation or change request is received after the goods have entered the shipping process, they will be shipped and charged to your credit card. They will, however, be subject to our normal return policy described above should you wish to return them.



Please note: If you cancel an item that qualified you for a promotion or special discount, you may no longer receive that discount or promotion. Where we notify you that items are backordered or will be delayed in delivery, your cancellation rights will be specified in our communications to you

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How can I track my order?

Previous Orders you have made will appear in the 'Order History' area of 'My Account'. You will be able to see a summary of each order you've made and more detail by clicking on 'View Order'. The 'Order Status' will be updated when your order is despatched and you will receive a dispatch confirmation email to your registered email address.

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What can I do if something is wrong with my order?

If you feel that something is wrong with your order please contact the call centre on 1-855-308-6927. Alternatively fill in and submit the enquiry form that can be found if you click on 'Contact Us'.

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Your account

How can I change my personal details?

You can change your billing details, address, email and password easily online in the 'My Account' area.



Remember that your billing address must match the address of the payment card you use on an order otherwise payment may not be accepted.

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How can I change my password?

You can change your password in 'My Account' by clicking the 'Edit Email Address/Password' link. You must enter the new password twice to avoid typos.



Bear in mind that changing your password will affect your access to the site, as this is required to be entered to log in securely

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Other

Internet Security

We take steps to try to ensure your personal details remain private.  Our privacy policy explains more about what we do



When you enter the checkout process, the sign-in process, or the account management area, you should be routed through our secure server.  Sending information via the internet is never completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data.

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How can I request a catalog?

When you register online we will automatically send you a catalog. We may also send you the new catalog as it comes out each season. If you would like a catalog and have not received one, please call our customer service number at 1-855-308-6927

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How can I subscribe to your Newsletter?

If you would like to receive information about our new ranges and special offers without registering online, you can join our emailing list, by typing your Email address in the 'Newsletter' box in the bottom left corner of each page and clicking 'Submit'. We will then send you occasional emails with items we think may interest you.

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Do you have a sizing guide?

Determining the correct size is as important as choosing the perfect outfit or separate.



For your convenience, sizing charts and measuring information are provided for all our products.



Click on the 'Sizing Guide' link that can be found in the bottom right hand side of each page and click on a product category to view the information you need to make a perfect fit. You can also find the link to the Sizing Guide on the product details page.

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I have a promotion code, how do I use it?

Promotion codes are entered by clicking on the 'Redeem a Promotion Code' link in checkout. You will then be taken to a page that will ask to enter a promotion code. If the code is valid you will be returned to the checkout screen and the promotion will be applied. If the promotion code is not valid, a message will appear and you can either try again or click on 'Previous' to return to the checkout without applying the promotion.

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Where can I find your Terms and Conditions?

The link for our Terms and Conditions can be found at the bottom of each page throughout the site. You will also find a link to the Terms and Conditions within checkout and must acknowledge that you have read them prior to completing your order.

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How can I unsubscribe from receiving marketing emails?

When a marketing email arrives in your inbox, scroll down to the bottom and click on the 'Unsubscribe' link. This will open a browser window which will allow you to manage your marketing communications subscriptions.

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Contacting Us

How can I contact you to ask a question?

We hope the information above will answer your question, but you can also email us or call us on 1-855-308-6927. Alternatively fill in and submit the enquiry form that can be found if you click on 'Contact Us'.

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