FAQ

Can I pre-order your latest season?

Of course! All pre orders must be paid in full for your order to be secured. Email us at contact@jakobcarter.com to arrange.

How long will it take for my order to arrive?

Once dispatched, all New Zealand orders will taken between 1-2 days to arrive. International orders usually take between 3 - 5 days. We cannot guarantee that your item will arrive within these timaframes but we of course aim to meet these criteria with every order.

Where do you ship?

We currently ship all products (excluding fragrances) to New Zealand, Australia, United States of America and most other countries. Please don't hesitate to contact us if you would like us to double check that we can ship to your location. 

Unfortunately we can only ship our fragrances within New Zealand (domestically) as fragrances are classed as 'dangerous goods'. We have a lot of international retailers who are able to sell and ship our fragrance within their country so please feel free to get in touch with us and we can help you find the nearest retailer. 

How do I know my order has been received?

For each and every order placed you will receive and order confirmation email with all the details you have given us to complete & ship your order. You're more than welcome to contact us at contact@jakobcarter.com if any details of your order are incorrect.

How can I track my order?

Once your order has been dispatched you will receive a confirmation email with your tracking information within. 

What payment methods do you accept?

We accept Visa, MasterCard, Laybuy (payment every week), Afterpay (payment ever two weeks), PayPal, Apple Pay & Amex. If you wish to complete a bank deposit instead then please email us at contact@jakobcarter.com.

Can I return an item for a refund?

We always want our customers to be happy with their purchase. To ensure this we offer refunds on orders that meet our returns policy. To make a return please click the 'Make a return' tab.

I accidentally ordered the wrong size, what can I do?

Finding the perfect fit can be very hard at times. You're more than welcome to contact us if you're not sure about fit or sizing. We're more than happy to help with exchanges, measurements, photos or advice.

I have another question that isn't listed here?

Please don't hesitate to contact us. We are more than happy to help with anything you require.