Shipping and Delivery
Where is my order/when will I receive my items?
Estimated ship date is mid December. Once the item is shipped, standard shipping times apply. If your order has items with different estimated shipping dates, your order will only ship once all items are ready.
Once shipped, US shipments (depending on shipping method) will take 2-9 business days and international shipments will take 4-20 business days to be delivered.
Orders being shipped to South America, Middle East and Asia may take 1-3 months to be delivered once shipped.
Do you ship internationally?
We ship to most countries around the world with the exception of limited countries based on international agreements and USPS restrictions. If we are unable to ship to your country, you will be notified at checkout and your purchase will be blocked.
How much does shipping cost?
Shipping costs are displayed on the checkout page and are calculated based on weight, shipping method and destination.
Will I have to pay taxes/import duties in my country?
Import duty is a tax collected on imports and some exports by a country's customs authorities. A good's value will usually dictate the import duty.
While the cost of shipment for your package is included in your order total, you may be subject to taxes/import duties for your package upon arrival to your destination country. Kindly note, we are not able to cover additional costs in order for you to receive your package once it arrives at customs.
We do everything on our end to declare customs (value, items, weight, material) to ensure that there is no added customs charge when your order arrives in your country. Most of our packages ship without any additional fees or charges, but each country has a unique customs process and occasionally random packages will be pulled for inspection. We cannot control if your order gets pulled and there are additional fees during the customs process in your country. We do our due diligence on our end to prevent this from happening, but unfortunately we are not in control of each order and it is up to your country's postal service how your order is handled. We recommend speaking with your local post office if you have any specific questions regarding your country's customs process.
Can I update my shipping address after I have ordered?
If you have incorrectly formatted or entered your address, please contact customer support immediately with your order number and correct shipping address. If you fail to communicate a shipping address change before your order is shipped you will have to contact the courier to reroute your order. Karl Jacob’s store is not responsible for shipment to an incorrect address if we are not provided the information prior to dispatch.
If your package fails to be delivered due to an insufficient delivery address the goods will be returned to us. Please contact us if this occurs and we will organize a reshipment to an updated shipping address.
How do I track my order?
Tracking information will be sent to the contact information you provide us. This will be sent via email/sms when your order has been fulfilled. For specific tracking details or if your delivery is late, you can contact the carrier directly for the most up-to-date information, including any carrier or regional delays.
What is a pre order?
A pre-order is designed with the customer in mind, where orders are taken over a period to ensure that you can secure your order before the collection sells out. All orders from this pre-order campaign are expected to have shipped by mid December.
Exchanges and Returns
Can I exchange items once I’ve placed my order?
As we operate on a pre-order model with limited stock, all orders are final. Please double check your order when checking out. We do not offer size-exchanges or item exchanges once you have purchased the goods they are final. You can cancel your order or cancel items within that order if you made an error.
Does Karl Jacob’s Store accept returns?
Returns are accepted if there is a fault with the product/s upon delivery, please contact our customer support team with photos of the defective good/s, your order number and a description of the issue.
Returns are also accepted if the item/s are still unopened, we will issue a full refund including shipping costs. Please contact customer support and provide your order number and reason for return.
Where is my refund?
We’ll process your return and issue a refund to your original form of payment. We’ll send you an email to let you know we’ve issued the refund—it may take up to 10 additional days for the funds to show in your account.
What can I do if I ordered the wrong size?
All orders are final. If you ordered the incorrect size please immediately contact customer support with your order number and detail what was ordered in the incorrect size and we will remove them from your order. If you realize you ordered the incorrect size upon delivery, please email support to request a return and do NOT open your goods.
What payment methods are accepted?
We accept all major credit cards including Visa, Mastercard, American Express, and Discover. We also accept PayPal and prepaid gift cards from all major banks.
At this time, we do not accept any form of cryptocurrency.
Is my payment secure?
Yes, your payment is secure. Our website uses the most up-to-date SSL encryption security techniques. The payment provider we work with, Stripe, is Level 1 PCI certified (the highest level attainable) and uses the most up-to-date SSL encryption to ensure all payments are secure.
What currency is used?
All payments are processed in USD, although we may have a currency toggle available for your convenience. The currency displayed within the checkout process will be in USD, unless otherwise specified.
How do I use my gift card?
Whilst checking out you’ll be prompted to use a gift card as a form of payment.
How do I find the right size and fit?
Our size charts can help you determine the best fit for all of our goods. You can navigate to our size charts below. You can also find links to the appropriate size chart on all of our product pages.
Can I cancel or change my order?
You can’t make changes, but you can cancel an order provided you notify us immediately after you place your order. Please contact customer support with your order number and reason for cancellation. We’ll process your cancellation and issue a refund to your original form of payment. We’ll send you an email to let you know we’ve issued the refund—it may take up to 10 additional days for the funds to show in your account.
I’ve ordered multiple items separately, can I merge my orders?
Yes you can, provided you notify us before your order is fulfilled. Please contact customer support immediately with all of your order numbers and we will merge them for you, after which you will then be refunded the extra shipping costs you had paid—it may take up to 10 additional days for the funds to show in your account.