FAQs

Q. Why your products are much cheaper compared to other websites/online stores?
A: We own a strong product team to source and find products all over the world. We always get the best offers so to provide our customers with the best price.

Q. Do you sell Used or Refurbished items?
A: No, Jacob & JamesStore LLC only sells items in Brand new condition and all items are 100% genuine.

Q. What payment methods can I use?
A: We currently accept payment via PayPal only.

Q. Do you accept bank transfer?
A: Currently not.

Q. Do you accept payment by Installments?
A: No, we only accept full payment.

Q. Do you have a trade-in service?
A: Sorry, we do not provide a trade-in service for any product.

Q. Do you provide warranty for your products?
A: Yes, Jacob & JamesStore LLC provides 12 months in house warranty for our major items. You can read more details on our “Warranty” Page.

Q. How long is your return period?
A: We offer a 14 days return policy. For details, please check to the“Return & Refund” page.

Q. Can I cancel the order if I change mind?
A: Yes, if you would like to cancel your order, please contact us by submitting a support ticket to inform us of the cancellation. We only accept orders to be cancelled when they are still in the processing status and the order has not been packed yet.

Q. What are your working hours?
A: Our Customer Support service hours are 9:30– 18:00 (GMT+8) on Monday – Friday. (Excluding Hong Kong public holidays)

Shopping

Q: Do I need to register an account for placing an order?
A: No, you can choose to use the guest checkout which only requires you to provide your email address, billing and delivery address. However, we strongly recommend you to register an account which can bring you a more efficient and convenient way to track your order status and shipment.

Q. How to place an order?
A: It’s simple. Search your desired item in the search bar at the top of our website or under the category menu. Select the item you want, click “Add to Basket”, then follow the Checkout steps and fill-in any related information. Finally review your order and finish payment with the preferred payment method selected.

Q. How do I know if my order has been placed successfully?
A: You will see your order ID after finishing your purchase on the Thank You Page and you will receive an order confirmation email within 1 business days when it’s successful.

Q. If I typed the wrong email and/or delivery information, how can I fix it?
A: In this case, please contact us immediately and our Support Team will get back to you. Our team may request some further information to confirm your order.

Q. I have seen your price has dropped, can I request a partial refund for the price difference I paid for when placing my order?
A: We apologize that we will not issue a refund for any price difference situation. Items are priced based on combinations of factors like supply and demand, and could create changes to the sales price, resulting in dropped or raised prices from time to time.

Q. Are all mobile and tablet devices unlocked/sim free?
A: Yes, all mobiles and tablets are sim free and unlocked. The frequency bands of each model are normally shown on the product page. Before any purchase of mobiles and 4G tablets, we highly advise you confirm the frequency bands with your network carrier or provider to make sure no network issues arise,  as customers will be liable to all the costs for any returns due to network issues under the 14 days return policy.

Q. What is the difference between your stock and local stock?
A: There are no functional differences between our stock and local stock. The major difference is that all our stock is warranted by Jacob & JamesStore LLC instead of having local manufacturer’s warranty.

Shipping & Delivery

Q. Do you ship internationally?
A: Currently, we only ship to Australia, New Zealand, the USA, United Kingdom, Singapore and the UAE, excluding any islands.

Q. Do you provide Free Shipping?
A: We offer free shipping to USA, United Kingdom, Singapore and the UAE for orders starting at a certain order amount. For Australia and New Zealand, we charge A$15 for all orders. Please refer to the page “Shipping & Delivery” for further details.

Q. Do you ship with track able service?
A: Yes, all orders are trackable.

Q. How long will it take before I receive my order after placing it?
A: Normally, the order handling time is 2-4 business days and the delivery time is around 3-10 business days various by countries. Please note that the order delivery time varies from country to country, you may refer to the “Shipping & Delivery” page for details.

Q. If I pay extra shipping fee, can I request a faster delivery service?
A: We currently only provide priority express shipping service in Australia only. Please refer to the page “Shipping & Delivery” for further details.

Q. If I haven’t received the parcel after waiting for 2 weeks, what should I do?
A: This shall rarely happen, however if it does, you should first check the tracking information by the tracking number we provide in the Shipment Email. If the shipment status has no update or you would like to locate your shipment, please contact our Support Team and we will help you to make an inquiry with the courier. We highly recommended you choose the Insured Shipping Method for your order in order to protect any loss of your parcel during in transit.

Return & Refund

Q. Where is your return location?
A: Our Return Center is located in Hong Kong, unless specified, all returns including warranty returns, goods will need to be returned to Hong Kong for inspection and processing.

Q. Do you cover the return shipment costs?
A: We only cover the return fee when the return is caused by the goods being defective, faulty, DOA (Dead on Arrival) or when a wrong item has been shipped. For any other return, including warranty return, the return shipping costs to the Hong Kong Return Center will be borne by the customer.

Q. How long is the refund process?
A: Upon receiving your return parcel, our Technical Team will inspect the parcel or goods to make sure the return or goods meet all the Terms and Conditions, please expect the refund process to be arranged within 14 business days after the goods has returned to our Hong Kong warehouse.

Q. How long do I have to return the item to you?
A: We allow you to return the goods to our Return Center with (track able shipping service) within 14 calendar days from the date your request has been authorized. For any return that did not met the date specified above, Jacob & JamesStore LLC reverses the final right to reject your case.

Q. Are all products able to return within 14 days?
A: Most of our items are covered by our 14 Days Return Policy, however, due to health and hygiene issues, personal and health care products (shavers, facial massages etc.), headphones and earphones are excluded from this return policy.

Others

Q. Any reasons why the original charger is not fitted with a local plug?
A: All our products are sourced globally and normally contain different versions for different countries, we will not specially classify from which country or region a product is. But we will include a travel adapter in your parcel to solve this issue.

Q. Do I need to send my product back to Hong Kong for the warranty service?
A: Yes, you must send it back to our Hong Kong Return Center for any warranty and repair service. Please note that the return shipping cost will be borne by the customer.

Q. Do you cover the return postage fees under the warranty period?
A: Jacob & JamesStore LLC is only liable for the shipping cost when the item has been repaired and shipped back to you.

Q. What should I do if the parcel missing some item(s)?
A: In this case, you can contact us by opening an RMA request. Once your request is authorized and the internal investigation is completed, we will offer resolutions including but not limited to: shipping the missing items to you, creating a partial refund in store credit.

Q. Do you accept business to business (B2B) orders?
A: It depends on the size of the order; simply send us a ticket for a business enquiry. Our team will get back to you within 72 working hours.