Can I pre-order?

Yes. Pre-orders are paid in full at the time of order to secure your piece. If you need to change or cancel a pre-order, email us at contact@jakobcarter.com within 5 days of placing it.

How long will my order take?

Orders are usually packed and dispatched within 1–2 business days. During busy periods — including Black Friday, Christmas and product launches — please allow up to 5–7 business days for dispatch. Where we know of a delay, we'll flag it on our website and at checkout.

Once your order leaves us, delivery time depends on your courier and location. Because our fragrances contain alcohol they travel by road freight only and cannot be sent by air, so delivery to rural addresses, remote areas and offshore islands takes longer. Full details are in our Shipping Policy.

Where do you ship?

We ship throughout New Zealand and Australia.

Our fragrances are classed as dangerous goods, which limits where they can be sent. If you're outside New Zealand or Australia and would like to buy fragrance, get in touch and we'll help you find your nearest stockist. For anything else, email us at contact@jakobcarter.com and we'll let you know whether we can ship to you.

How do I know my order has been received?

You'll get an order confirmation email as soon as your order is placed. If any details are wrong, email us at contact@jakobcarter.com as quickly as you can — we can't change a delivery address once an order has been dispatched.

How can I track my order?

You'll receive a tracking number by email when your order is dispatched. Please allow up to 48 hours for tracking to begin updating after you receive it.

What payment methods do you accept?

Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, PayPal and Afterpay.

Can I return an item for a refund?

We don't offer returns or refunds for change of mind, so please choose carefully. If you'd like help deciding, get in touch before you order — we're always happy to talk through a scent.

If your item is faulty, damaged or not what you ordered, that's different. Contact us and we'll put it right, and your rights under the Consumer Guarantees Act 1993 (New Zealand) and the Australian Consumer Law aren't affected by anything in our policy. Full details are in our Refund Policy.

How do I start a return?

Email us at contact@jakobcarter.com with your order number and a photo of the item. Please don't send anything back before we've confirmed the return with you.

I'm not sure about sizing — can you help?

Absolutely. Have a look at our Sizing Guide, or get in touch before you order and we can help with measurements, photos or advice.

How do gift cards work?

Gift cards are delivered by email with instructions to redeem them at checkout, and are valid for three years from the date of purchase. They're issued in New Zealand dollars, can be used across more than one order until the balance runs out, and can't be exchanged for cash.

How should I store my fragrance?

Keep it away from heat and direct sunlight, and out of reach of children. Fragrance can cause reactions in some people, so patch test if you have sensitive skin and stop using a product if you have a reaction.

Do you sell wholesale?

We do — you can apply through our Wholesale Portal, or email us at contact@jakobcarter.com.

I have a question that isn't listed here

Please get in touch at contact@jakobcarter.com. We're always happy to help.