Frequently Asked Questions

JP Collections Support

Frequently Asked
Questions

Everything you need to know about ordering, delivery, returns, sizing, payments, and your account.

Can’t find your answer? Contact our team — we respond within one business day.

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Ordering

How do I place an order?

Browse our full catalogue, add items to your basket, and proceed to checkout. You can check out as a guest or create an account to earn Grit Points on your order.

Can I change or cancel my order after placing it?

We process orders quickly, so changes may not always be possible. Contact us as soon as possible at support@jparker.store or call 07522 360451 and we will do our best to help before your order is dispatched.

Can I use a discount code?

Yes. Enter your discount code at checkout in the designated field before completing your order. Only one discount code can be applied per order. Grit Points rewards are applied separately through your account.

Can I order as a guest without creating an account?

Yes. You can check out as a guest without creating an account. However, creating a free account lets you earn Grit Points on every order, track your orders, and access your referral link. Create an account here.

Do you offer gift wrapping or personalised messages?

We do not currently offer gift wrapping as standard. If you have a specific request, contact us before placing your order and we will do our best to assist. Our Gift Guide is a great starting point for finding the right gift.

I placed an order but have not received a confirmation email.

Check your spam or junk folder first. If you still cannot find it, contact us at support@jparker.store with your name and the email address used at checkout and we will look into it.

Can I combine multiple items into one order?

Yes. Add all items to your basket before checking out. Please note that because we work with multiple fulfilment partners, items from the same order may arrive in separate parcels at different times. You will receive individual tracking information for each shipment.

Delivery

How long does delivery take?

UK orders are delivered within 2–5 business days on standard delivery, or 1–2 business days with express delivery where available. International orders typically arrive within 15–28 business days. See our full Shipping & Delivery page for details.

How much does shipping cost?

Shipping costs are calculated at checkout based on your delivery address and chosen method. Free UK delivery is available on qualifying orders. Visit our Shipping & Delivery page for current rates.

How do I track my order?

Once your order has been dispatched, you will receive a tracking email with a direct link. You can also use our Track My Order page at any time, or log in to your account orders page.

Do you ship internationally?

Yes, JP Collections ships worldwide. If your country is not available at checkout, contact us and we will do our best to assist. International customers are responsible for any import duties or customs fees charged by their country.

Why might my order arrive in separate parcels?

We work with multiple fulfilment partners, so items from the same order may be dispatched from different locations and arrive separately. Each parcel will have its own tracking number. This is normal and does not indicate a problem with your order.

My order has not arrived within the expected timeframe.

First, check your tracking link for the latest update. If your tracking shows no movement for more than 5 business days (UK) or 30 days (international), contact us at support@jparker.store with your order number and we will investigate.

My order arrived damaged — what do I do?

Contact us within 7 days of delivery at support@jparker.store with your order number and clear photos of the damage. We will investigate and work towards a fair resolution as quickly as possible.

Can I change my delivery address after ordering?

Contact us immediately at support@jparker.store or call 07522 360451. If your order has not yet been dispatched, we will do our best to update the address. Once dispatched, we are unable to redirect parcels.

Returns & Refunds

What is your returns policy?

We offer a 30-day returns policy. Items must be unused, unworn, in their original packaging, and accompanied by proof of purchase. See our full Returns & Refunds page for all details.

How do I start a return?

Email us at support@jparker.store with your order number and reason for return. Do not send items back without prior authorisation. Full step-by-step instructions are on our Returns & Refunds page.

How long does a refund take?

Once your return is received and inspected, approved refunds are processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at support@jparker.store.

What items cannot be returned?

Non-returnable items include perishable goods, custom or personalised products, personal care and beauty items (for hygiene reasons), hazardous materials, sale items, and gift cards. See our Returns & Refunds page for the full list.

My item is faulty — what do I do?

Contact us within 30 days at support@jparker.store with your order number and photos of the fault. Faulty items are covered separately from our standard returns policy and we will prioritise a resolution.

I received the wrong item — what do I do?

We are sorry about that. Contact us within 7 days at support@jparker.store with your order number and a photo of the item received. We will arrange a replacement or refund as quickly as possible.

Who pays for return postage?

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect. We recommend using a tracked service as we cannot be held responsible for returns lost in transit. Full details are on our Returns & Refunds page.

Will I receive a full refund?

Approved returns are refunded in full to your original payment method, excluding any original shipping costs unless the return is due to a fault, damage, or incorrect item. Refunds are processed within 10 business days of us receiving and inspecting the returned item.

Need Help Now?

Our team is available Monday to Friday

Email: support@jparker.store | Phone: 07522 360451

Sizing

How do I find the right size?

Visit our Size Guide for full measurement charts covering men’s, women’s, kids’, and footwear sizing. We recommend measuring yourself and comparing to the chart before ordering.

Do your sizes run true to size?

Sizing can vary between products and suppliers. We recommend checking the size chart on each individual product page and referring to our Size Guide for guidance. If in doubt, size up.

I ordered the wrong size — can I exchange it?

We do not currently offer direct exchanges. Return the item within 30 days for a refund and place a new order in the correct size. See our Returns & Refunds page to start the process.

Do you offer kids’ sizing guidance?

Yes. Our Size Guide includes children’s sizing charts with age ranges and height measurements. We do not use T-size labels — all kids’ sizing is shown in age ranges and centimetre measurements for clarity.

How do I measure myself correctly?

Use a soft measuring tape and measure over light clothing or directly against your skin. For tops, measure your chest at the widest point. For bottoms, measure your natural waist and hips. For footwear, measure the length of your foot from heel to longest toe. Full guidance is on our Size Guide.

Do sizes vary between men’s and women’s products?

Yes. Men’s and women’s sizing follow different charts. Always check the specific size chart for the product you are ordering. Some unisex products include both men’s and women’s size equivalents on the product page.

Account & Loyalty

What are Grit Points?

Grit Points are our loyalty rewards. You earn points on every order and can redeem them for discounts on future purchases. See our Grit Points page for full details on how to earn and redeem.

How do I join the Grit Community?

Create a free account and you are automatically part of the Grit Community. Start earning points on your very first order. Learn more on the Grit Community page.

Do Grit Points expire?

No. Your Grit Points do not expire. Earn them at your own pace and redeem whenever you are ready. See the Grit Points page for full redemption details.

Can I refer a friend?

Yes. When you refer a friend and they make their first purchase, you earn Grit Points and they receive a welcome reward. There is no limit to how many friends you can refer. Visit our Refer a Friend page to get started.

How do I track my orders in my account?

Log in to your account and visit the Orders section to view your order history and tracking information. You can also use our Track My Order page without logging in.

How do I reset my password?

Go to the login page and click “Forgot your password?” Enter your email address and we will send you a reset link. If you do not receive it within a few minutes, check your spam folder or contact us at support@jparker.store.

Can I update my email address or personal details?

Log in to your account and go to your account settings to update your personal details. If you need help changing your email address, contact us at support@jparker.store and we will assist you.

Payments & Security

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other payment methods shown at checkout. All payments are processed securely via Shopify’s encrypted checkout.

Is it safe to pay on your website?

Yes. Our store is hosted on Shopify, one of the world’s most trusted e-commerce platforms. All transactions are encrypted using SSL/TLS. We do not store your card details. See our Privacy Policy for full details.

My payment was declined — what should I do?

Check that your card details are entered correctly and that your billing address matches what your bank has on file. If the issue persists, try a different payment method or contact your bank. You can also reach us at support@jparker.store and we will help where we can.

Will I be charged customs or import duties?

International customers may be subject to import duties, taxes, or customs fees charged by their country’s customs authority. These charges are outside our control and are the responsibility of the customer. We recommend checking your local customs rules before ordering.

Can I pay in a currency other than GBP?

Our store prices are displayed in GBP. If you are ordering from outside the UK, your bank or payment provider will convert the amount to your local currency at their current exchange rate. Any conversion fees are charged by your bank, not by us.

Is my payment information stored?

No. We do not store your card details. All payment processing is handled securely by Shopify’s PCI-compliant payment infrastructure. Your financial information is never accessible to us. See our Privacy Policy for full details on how we handle your data.

Still Have a Question?

We are here Monday to Friday

Email: support@jparker.store | Phone: 07522 360451

Contact & Support

How do I contact JP Collections?

Email us at support@jparker.store, call 07522 360451, or use our Contact page. We are available Monday to Friday and aim to respond within one business day.

What are your support hours?

Our team is available Monday to Friday during standard UK business hours. We aim to respond to all enquiries within one business day. Enquiries received over the weekend will be picked up on Monday morning.

What information should I include when contacting you?

To help us resolve your query as quickly as possible, please include your order number, the email address used at checkout, and a clear description of the issue. For damaged or incorrect items, please also attach photos.

I have a question that is not answered here.

Get in touch via our Contact page and we will get back to you as quickly as possible. You can also browse our All Categories page or use the product quiz if you need help finding something.