Frequently Asked Questions (FAQs)

To place an order:

• Browse through our product categories or search for specific items.

• Select the product you wish to purchase

• Click "Add to Cart" and proceed to checkout.

• Follow the on-screen instructions to enter your shipping and payment details.

• Confirm your order.

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You will receive an order confirmation email with your purchase details once your order is placed.

We accept the following payment methods:

• Credit/Debit Cards (Visa, MasterCard, American Express & etc.)

• PayPal

• Online Banking

• Afterpay

Orders can only be modified or cancelled if they have not yet been shipped. Please contact us immediately at info@jaca.shop with your order number, and we will do our best to accommodate your request.

Free shipping on orders over NZ$100 (via courier typically 1 - 3 business days once dispatched)

NZ$8 shipping on orders under NZ$100 (via courier typically 1 - 3 business days once dispatched)

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Please allow extra days for delivery to rural addresses.

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Please note we do not ship to PO Boxes so please provide a physical address during checkout.

International shipping may be available upon request. Please contact our customer service team at info@jaca.shop for more information.

You can reach our customer support team by email at info@jaca.shop. We are available Monday to Friday, 9:00 AM to 6:00 PM (NZT).

We comply with the Consumer Guarantees Act (CGA), which provides protection for consumers by ensuring that products are of acceptable quality, fit for their intended purpose, and match any sample or description. Remedies for a breach of these guarantees may include repair, replacement, refund, or other compensation, depending on the issue. For more information, visit: https://www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/.

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This policy does not limit your rights under the Consumer Guarantees Act.

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We strive to provide detailed product descriptions, including sizing and patterns for our socks. If you have any questions about our products, feel free to contact us at info@jaca.shop before making a purchase.

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Our Quality Assurance team ensures that all products meet our high standards for fabrication and fit. If you receive a faulty item, we sincerely apologize. In the unlikely event of receiving a faulty or damaged product, or if you wish to return goods under New Zealand consumer laws, please follow these steps:

• Contact us immediately at info@jaca.shop, providing details of the issue.

• Follow the instructions below to return the goods. We cannot process returns without inspecting the product first.

• Once the item arrives at our warehouse, our team will inspect it.

• If found faulty, we will offer a replacement (if available) or issue a refund.

• If we determine the product is not faulty or returnable under New Zealand consumer laws, you may choose to have the item returned at your expense or allow us to dispose of it.

• If deemed faulty, we will reimburse the return shipping cost.

• Please do not return items without first notifying us and discussing the issue. Ensure to inspect all goods upon arrival and report any faults promptly for resolution.

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When returning faulty goods, please follow these steps:

• Include your name and order number to ensure efficient processing.

• Goods must be sent via Tracked Courier, as we do not accept standard postal deliveries. This also protects against lost parcels. Jaca is not responsible for missing returns, and we can only process returns once received and inspected at our warehouse.

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We offer a 14-day return policy from the delivery date for non-faulty items. Any items returned after this period will be sent back to the sender at their cost. Items must be in original condition—undamaged, unworn, unwashed, and in original packaging, accompanied by proof of purchase. We cannot accept returns with animal fur or odors (e.g., cigarette smoke, dampness) due to health risks. Return shipping costs are the buyer's responsibility. To initiate a return, contact us at info@jaca.shop.

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Please choose carefully, as we do not provide refunds for change of mind on online purchases.

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If your items arrive damaged, keep all packaging and contents, and contact our customer service team at info@jaca.shop as soon as possible.