CONTACT US
Chat with us (best for urgent queries)
Use the button at the bottom left of our website. Best for urgent queries that require immediate attention. We aim to reply within minutes 24/7
Call or Whatsapp
+44 740 340 1230 MONDAY – FRIDAY, 10:00 – 17:00
FAQ
Order & Payment
Where is my order?
If your order has been shipped, your tracking number has been emailed to you. Please track your package with your tracking code.
Standard delivery: Orders placed before 11am are delivered in 3-5 working days.
Express delivery: Orders placed before 11am are delivered in 1-2 working days.
Can I cancel my order?
If you have been notified of the shipping tracking number, you can no longer cancel your order. If your order has not yet been collected by the courier, you can cancel your order. Contact us for this.
Can I add an item to my order?
Once the order has been placed, we are unable to add new items to your order. Please place a new order for new products.
Can I make changes to my order?
If your order is not yet packed, you can make changes. Contact us for this.
Can I change the address on my order?
If your order has not yet been collected by the courier, you can make changes to the address. Contact us for this.
If I place an order on a Bank Holiday when will it be processed?
On the next working day
What payment methods do you accept?
We accept all major debit and credit cards including Visa, Mastercard, American Express, Diners Club and Discover. Plus, you can pay via Paypal, Shop Pay, Google Pay and Apple Pay. We also offer instalment services such as Clearpay and Klarna.
How do I get an invoice?
You will receive a confirmation email displaying the details and price of your order as standard. If you need a VAT invoice, please contact us, remembering to provide your order number, full business name/address and your VAT number. We will provide the VAT invoice for you.
How do I know that you've received my order?
You will receive a confirmation email. Or you can check the "orders" tab by logging into your account on our site.
I did not receive any confirmation email. Did my order go through?
Check out your spam folder or you can check the order tab by logging into your account on our site. Alternatively, contact us.
Do you sell gift cards?
How do gift cards work?
Gift cards can be printed or can be directly emailed to the recipient just after your purchase! Gift cards are also delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees or delivery costs! The recipient can apply more than one gift card to one purchase. Gift cards never expire!
Delivery
How much & how long is delivery?
Please simply check out our delivery page for all of the details.
When will I receive my order?
It depends on the delivery method you have selected at checkout. If your order has been shipped, your tracking number should has been emailed to you. Please track your package with your tracking code. And contact the courier if necessary.
UK, US, EU Standard delivery: Orders placed before 11am are delivered in 3-5 working days.
UK, US, EU Standard delivery: Orders placed before 11am are delivered in 1-2 working days.
Can I track my delivery?
Yes. We always us a recorded delivery service. Your tracking number will be emailed to you when your order is shipped.
I have not received my order, what do I do?
First, track your package with your tracking number. If necessary, contact the courier company. If you can't fix the problem, contact us and we'll fix it for you.
Do you deliver worldwide?
We ship worldwide. Check out our delivery page for more details.
Do you cover custom fees?
Our "The price you see is the price you pay" campaing is valid for the UK, US, Australia and all EU countries. You will not incur any extra fees. Jack Martin will pay for the VAT, duties and taxes through our carrier.
Return & Exchange
How long do I have to return/exchange an item?
14 days from the day you receive it.
How can I request a return?
Please start the process by requesting a return from the "CHAT WITH US" section at the bottom left of our website. Then, you'll be contacted for the next steps.
I'm outside of the return period. Can I still return?
No, unfortunately.
Where can I download the free returns label?
First, start the process by requesting a return from the "CHAT WITH US" section at the bottom left of our website. Then, you'll be contacted for the next steps and you'll be emailed a prepaid label if you're eligible.
Is return shipping free?
Returns are FREE, if you request a return within 3 days from the day you receive it. After 3 days, you can return your products by paying the return shipping until the 14th day. We do not offer free shipping on international orders or items marked as 'LAST CHANCE'. These can be still returned, but at your own cost.
Is international return shipping free?
No, for now. We do not offer free shipping on international orders. BUT We're working hard to offer free returns for orders placed from the US and European Union countries soon.
How long does a return take?
We will issue your refund within 3 days from the day we receive the return package. It should appear on your statement in 3-7 working days depending on your bank.
Can I send my item back for an exchange?
Yes, you can. Just request a return from the "CHAT WITH US" section at the bottom left of our website. Then, you'll be contacted for the next steps.
If I need to send part of my suit back for an exchange, do I need to send just the trousers/waistcoat/blazer or the whole suit?
It depends. Usually sending the part of your suit back to us works with us. Just request a return from the "CHAT WITH US" section at the bottom left of our website. Then, you'll be contacted for the next steps.
Product
Do you offer customisation on shirts and suits?
Not right now, but we're working on introducing customisation in the near future.
What is the fit of your suits?
They are all tailored fit. If you have no idea about tailored fit, you can assume that it is semi-slim fit. Not as snug as slim fit and not as baggy as regular fit. Our tailored (semi-slim) fit suits, shirts, waistcoats and blazers are cut in traditional English suit shape inspired by Savile Row. Slightly fitted through waist and the length is mid-line too. Trousers are slightly fitted through calf. This cut is ideal for a smart and contemporary look.
Do any of your styles come in a Short or Long leg length?
No. We currently offer Regular only.
What are your garments made of and can they be machine washed?
It differs for each product. Check out the page of the product you are interested in. Dry cleaning is usually required for our suits. The shirts are machine washable.
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