We aim to proved you with high quality goods and great prices. In the unlikely event of you not being 100% satisfied we have provided this feed back area.

Before contacting us please make sure that you have your order information to hand.

FAQ

I have not received my goods when will they come?

We do ask for 21 days delivery from the day of ordering, this is essential for embroidered garments as each one is made to order. This may also be the case with Mugs, Tags and Tee Shirts as again each one is made especially for you.

I have not received my goods & they appear lost in transit
If in the event of a parcel going missing whilst in transit you should let us know at the earliest opportunity and after the required 21 days. In the event of international deliveries this should be increased to 28days. All parcels and packages sent from our mail room have a return address label attached so if the post office are unable to deliver then it will come back to us. This may take some time and in cases of missing international parcels, could be 8-12 weeks in duration. We are not able to offer refunds on missing parcels until the missing item is either;
​​​​​​​
A) found and it is not possible to deliver due to damage etc;
B) confirmed lost by the post office, or
C) received back at our offices.


Rest assured that we will do everything that we can to located any missing packages and we ask for your patience and understanding during the search and investigation process.

I have not received a confirmation of my order

We have a system set up that will acknowledge your order and keep you updated on the progress of your order. If you  have not received any information please check your spam folder on your email client as some times our emails may end up being filtered. If you cannot find any such emails try entering your customer email and order number in the login area of our site, this should give you all the information that you need.

Do I raise a paypal case or get in touch first

We offer a no quibble guarantee with you order so before making any dispute with paypal simply call us and we will be happy to discuss your concerns and sort them our immediately.

I have received my goods and they are faulty, what can I do?

We aim to provide you with quality merchandise and if there is a fault with your product then please accept our apologies. Please get in touch either via email or telephone and we will work to rectify the problem. We offer a no quibble exchange  or refund policy were goods are confirmed to have been faulty or incomplete.

I have my goods but I ordered the wrong size, can I get and exchange?

We will exchanged items that are NOT PERSONALISED but unfortunately if it has been personalised for you we cannot exchange it. If however you call or email us we may be able to do something for you.

I live outside of the UK, will you ship to me?

We can ship to anywhere in the world but there are additional charges for this. If you live outside of the UK please email us for cost of postage to your country. If you do not contact us prior to placing your order we will send you a request for additional payment to cover the postage cost.

I am part of the BFPO system, will you ship to me?

We can ship to any BFPO unit, some operation units are free postage so be sure to use the operation BFPO number when placing your order. Be mindful that once items enter the BFPO system we cannot track them and we are solely reliant upon BFPO getting the shipment to you where-ever your next mail drop/collection point might be.

What if I want to cancel my order?

We can help in any way if you wish to cancel your order so please contact us to discuss this. All orders are produced individually for you and as such are considered ‘Bespoke’. We are therefore not obliged to accept cancellations of orders in accordance with the Consumer Contracts Regs. That said we are here to help and we are willing to discuss any cancellation of orders so please get in touch and we will try to resolve your issues.

Can I have my own logo or badge on my products

We can indeed add any logo or design to your product. Simply email us the design and we will place it onto the product of your choice. Please remember however that the logo must either be your own, or you must have permission to use it from the club or organisation that you represent or affiliate to. If you do send us your design or badge then we will automatically assume that you have the right to use it. We cannot be liable for copyright infringements for logos sent to us without the approval of the owners/licensee.

Can I have personalisation to the garment or product

We do allow for personalisation to be added to some of our products and this is FREE of additional charge. please use the FREE PERSONALISATION menu on the product ordering area. If there is no menu then this means that we do not normally personalise this particular product but please email us before ordering.

Are payments by credit card secure

We only use accredited and secure systems that are fully insured by the provider. No data is stored at our offices and we do not record any card transactions other than details of the sale, date, and address to where the products are to be sent. We can therefore guarantee that your order is secure as are your personal details. Our providers and our site is compliant with secure card transaction protocols and legal requirements are all met.

Are you allowed to use the Military badges 
We have been vetted and authorised by MOD to use the badges that you see on our site. All of our ships crest badges and unit badges are correct as per the MOD Crown copyright submissions for each badge.

 

If you wish to contact us you can do so via email at -

info@forever-jack.com 

or you can call us on our customer care line 01207 283693