Shipping Policy

Overview

Thank you for shopping with JAE ROOTS.

This Shipping Policy explains how we process, ship, and deliver orders placed through our website. By placing an order with us, you agree to the terms outlined below.

1. Order Processing

Orders are processed after payment has been successfully received.

Please allow time for your order to be prepared before dispatch. Processing times may vary depending on product availability, supplier fulfilment, weekends, public holidays, or high-demand periods.

You will receive an order confirmation email after placing your order. Where tracking is available, you may also receive a shipping confirmation email with tracking details once your order has been dispatched.

2. Shipping Locations

We currently ship to the locations available at checkout.

Shipping availability may vary depending on the product, supplier, courier service, or destination country.

If your location is not available at checkout, this means that we may not currently be able to deliver to your area.

3. Shipping Costs

Shipping costs are calculated and displayed at checkout before you complete your order.

Shipping charges may vary depending on the delivery destination, order value, product type, supplier, courier service, and shipping method selected.

Any delivery charges shown at checkout must be paid by the customer unless otherwise stated.

4. Estimated Delivery Times

Delivery times shown on our website or at checkout are estimates only.

Estimated delivery times may vary depending on the destination, courier service, supplier processing times, customs clearance, public holidays, weather conditions, or other circumstances outside our control.

We do our best to ensure that orders are delivered as quickly as possible, but we cannot guarantee exact delivery dates.

5. Delays

JAE ROOTS is not responsible for delays caused by courier companies, customs processing, supplier delays, incorrect delivery details, public holidays, strikes, weather conditions, or other events outside our control.

If your order appears to be delayed, please contact us and we will do our best to assist you.

6. Incorrect Shipping Information

Please make sure that your delivery address, email address, and telephone number are correct before placing your order.

JAE ROOTS is not responsible for orders delayed, lost, or returned due to incorrect or incomplete shipping information provided by the customer.

If you notice an error in your delivery details after placing your order, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has been processed or dispatched.

7. Tracking Information

Where tracking is available, tracking details will be provided by email after dispatch.

Please note that tracking updates may take some time to appear after the courier receives the parcel.

8. Lost or Missing Orders

If your order has not arrived within the expected delivery period, please contact us at:

support@jaeroots.com

Please include your order number and the email address used to place the order.

We will review the issue and, where possible, assist by checking the tracking information or contacting the relevant supplier or courier.

9. Damaged Items

If your item arrives damaged, please contact us as soon as possible at:

support@jaeroots.com

Please include:

• your order number;

• clear photos of the damaged product;

• photos of the packaging;

• a brief description of the issue.

We will review the case and offer an appropriate solution where required, such as a replacement, refund, or other remedy in line with our Refund Policy and applicable consumer law.

10. Customs, Import Duties and Taxes

For international orders, customs duties, taxes, import fees, or other charges may apply depending on the destination country.

These charges are the responsibility of the customer unless otherwise clearly stated at checkout.

JAE ROOTS is not responsible for delays caused by customs clearance or for any additional charges applied by customs authorities.

11. Delivery Refusal or Failed Delivery

If a parcel is refused, unclaimed, or cannot be delivered due to incorrect information or customer unavailability, the parcel may be returned to the sender or supplier.

Additional shipping fees may apply if the order needs to be resent.

Refunds for failed or refused deliveries may exclude original shipping costs, return shipping costs, or other charges incurred, unless otherwise required by law.

12. Digital Gift Cards

JAE ROOTS gift cards are delivered electronically unless otherwise stated.

Digital gift cards do not require physical shipping. After purchase, the gift card will be sent to the email address provided at checkout.

Please ensure that the email address entered at checkout is correct.

13. Contact Us

For questions about shipping or delivery, please contact us at:

JAE ROOTS
Email: support@jaeroots.com
Website: www.jaeroots.com

Last updated: June 2026