FAQs

Our turnaround time for processing and despatching orders is 1-2 working days.
We currently use Royal Mail Second Class service as standard, you can expect to receive your package within 3-5 working days from your order being processed. You do have an option to upgrade your postage to 1st class.
Please be aware that Royal Mail advise that it can take up to 10 working days in case of any delays.

CAN I TRACK MY ORDER?

Once your order has been dispatched from our warehouse you will receive an email with a tracking link, you can use this to track your order. Please note there may be a small delay between the email and the tracking link updating. If you are having any issues tracking your order please email info@jumpthedark.co.uk

IT IS TAKING LONGER THAN EXPECTED TO RECEIVE MY ORDER, WHAT DO I DO ?

We aim to process an order within 1 or 2 working days from order date.
The postal service can be chosen between 1st and 2nd class on checkout. Please allow up to 10 working days from date of despatch to allow for any postal delays. 
We can check any delivery failures but we have to allow 10 working days before being able to claim for a lost parcel and organise for a replacement to be sent.

MY ROYAL MAIL TRACKING NUMBER SHOWS MY ORDER HAS BEEN DELIVERED BUT I HAVEN'T RECEIVED ANYTHING.

Have you provided the correct address? Have you checked with neighbours that they haven't taken it in on your behalf?

If your address was given to us us correctly and the tracking shows the order has been delivered then it is your responsibility to contact Royal Mail and complete a compensation claim for a mis delivered parcel.  

WILL I RECEIVE AN EMAIL CONFIRMATION FOR MY ORDER?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact us immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing delivery and tracking information. Order and shipping confirmation emails are sent to the buyer's email address.

THERE IS A PROBLEM WITH MY ORDER.

As explained in our terms and conditions each item is fully inspected prior to dispatch. We hope that your order arrives as expected but if there is a problem then please contact our customer services team at info@jumpthedark.co.uk and they will endeavour to rectify any issues.

I MADE A MISTAKE ON MY DELIVERY ADDRESS, WHAT DO I DO?

If you have made a mistake on your delivery address please contact our customer services team as soon as possible on info@jumpthedark.co.uk so they can amend this for you. Please note if your order is dispatched prior to you making contact unfortunately we will not be able to amend the delivery address.

CAN I ORDER SIZES NOT LISTED ON YOUR WEBSITE?

For special sizes that are not listed on our website product page please contact us at info@jumpthedark.co.uk and we will see if something can be arranged.