Frequently asked questions

  • Clothes and shoes

    How can I find the right size?

    In order to choose the right size for your child, you can refer to the size guide for clothing and shoes.

    https://www.jacadi.co.uk/size-chart

    Where are Jacadi products made?

    Our collections are created to meet the needs of your children. Each age has its own specificities and requires particular details. Our teams of stylists and creators adapt each of the products. Our collections are created in our Paris offices and must meet both the needs of comfort and practicality, while being elegant and modern. Then, the products are manufactured either in France, in Europe or in other countries around the world, in particular Asia. We control our production line in its entirety.

    How can I wash your products?

    Jacadi offers clothes with high end materials that require your attention to stay soft and beautiful (cashmere, merino wool, silk ...). To preserve the beauty of your clothes, a care label is sewn into each product. It is by following these recommendations that your garment will remain beautiful over time and that its material will not be altered. In addition, we recommend that you wash your clothes before use.

    Are Jacadi shoes well adapted to my children(s) needs?

    Our shoes are created by experts to accompany your children from their first steps. Depending on their age, children have different needs (height of the arch, flexibility of the sole etc.)
    That's why we offer different ranges of shoes:
    • The pre-walker range (17 to 22), ideal for learning to take your first steps.
    • The walker range (from 19 to 24) for babies who walk alone without help.
    • The child range (from 24 to 39) for older children.
    In addition, we offer different models so that every child can be comfortable.

    When does my baby have to wear his/her first shoes?

    It is advisable to put on your baby with suitable shoes as soon as he begins to stand on his own (even with a support). The shoes of the Pre-walker range perfectly meet this need because:
    • They have a raised ankle to ensure a good support. They are flexible to accompany the movements of the baby's foot.
    • Their sole is extra-thin and light and does not hinder small awkward steps. The collar, (the ankle bone) and the inseam are formed to ensure the best comfort.
    • The ankle guides the foot
    • They are leather.
    As soon as the walk is acquired and controlled by your baby, you can choose the walker range.

    When do I have to measure my child’s foot?

    As soon as your child wears shoes, be sure to check his shoes every two and a half to three months. The foot of your baby, partially ossified, remains insensitive to the pain of a shoe too small. From 2 years, measure their foot every 6 months. On average, the foot grows from 2 to 3 sizes per year. The foot is definitively formed at 15 for girls and 16 for boys.

    How to measure my baby's foot?

    If you have a foot gauge: place the child's foot on the pedometer. The child must be standing and his toes must be well deployed. Place the cursor on the longest toe, read his size in the notch.
    If you do not have a foot gauge:
    You can print the gauge below to measure your child's foot. You can draw the contours of the foot laid flat on a white sheet before going to the store. Our sales consultants will help you measure your child's size using their gauges.
    http://chaussure.jacadi.fr/wp-content/uploads/2015/05/pedimetre2015.pdf

    How can I preserve my shoes?

    Our shoes are designed to accompany your child right from the start. They are made in Spain and Portugal by experts. JACADI shoes are made of quality soft leathers. Leather is a living material that needs to be protected and treated regularly to maintain its flexibility, elasticity and brightness.

    Protecting the shoe:
    • Waterproofing protects the leather from external aggressions
    • The shoe polish should be applied regularly to the smooth leather to clean and shine.
    • The shoehorn helps preserve the shape of the shoe

    Maintaining the shoe:
    • Smooth leather or grained leather: a shoe polish should be applied regularly.
    • Patent leather and glossy leather: a damp cloth removes traces and scratches
    • Greasy leathers and nubuck: a special balm will lubricate the leather after using a soft cloth to clean
    • Nubuck or velvet: clean with a crepe brush that will straighten the fibre and erase localised stains

    Do you provide measurements of the lengths of the skirts, dresses, etc?

    No we do not offer the actual measurement to each size. For this type of detail please contact a Jacadi store.

    Nursery

    What are the precautions to take when buying a nursery product?

    We recommend washing all our products before use such as our stuffed toys (without music box) bath towels, bibs and blankets.

    • Musical stuffed animals are to be used under the supervision of an adult.
    • The string of the music box must be pulled gently by an adult.
    • Soft plush toys and rattles can be used from birth.

    What is the difference between a sleeping bag and a bunting bag?

    The sleeping bag is ideal for sleeping toddlers until they know how to stand. Its size changes as the child grows up. We offer models up to 24 months. The bunting is only intended for "daytime" use, for a nap in a stroller or in a deckchair under the supervision of an adult. It is used until the child is 3 months old.

  • Why create an account on jacadi.co.uk?

    By creating an account at Jacadi.co.uk, you will be able to place orders on our site, create a wish list, receive our newsletters, stay informed about our newest collections and sale promotions.

    How can I create my account?

    To do this, click on "My Account" at the top of the page jacadi.co.uk. Then, by clicking on "create my account" you will be guided to create your Jacadi account.

    How can I change my information?

    If you want to change your details (address, phone, email ....), Once logged into your account, you can make changes as you choose by clicking "edit" in the "My Information" section.

    Can I unsubscribe from newsletters?

    You can manage your subscription to our newsletter:
    • via the "Jacadi news" section of your account
    • via the unsubscribe link at the bottom of all our newsletters

    Is my data protected?

    JACADI, as a personal data manager, undertakes to ensure all necessary measures to for the security and confidentiality of the Personal Data transmitted, in accordance with the legal provisions in force.

    How can I delete my account?

    If you wish to permanently delete your Jacadi account you can make a request to our Customer Services department.

    I forgot my password, what can I do?

    If you have lost your password, you can reset it by clicking on "My account" via the jacadi.co.uk homepage and then clicking on "Forgotten password". An email will be sent to you within a maximum of 30 minutes. Also remember to check your junk mail or spam. Or contact customer service.

  • If my item is not available online, can I check the availability in store and reserve it online?

    You can check the store availability by clicking the “Free store pick up “ button on the product page. You will be able to see if the item is available in your favorite store and even reserve it to pick it up in store within 48 hours.

  • Payment

    Which payment methods are accepted?

    You can pay by credit card (Visa, Mastercard, Maestro, American Express), by Paypal, Google pay, Apple pay and Klarna ( 3 interest free payments or in 30 days).

    Is my payment secure?

    JACADI uses the secure payment service Adyen to ensure all payments are secure. The bank details are encrypted (SSL security standard) and therefore do not circulate openly on the Internet.

    I have a promotional code, how can I use it?

    If you have received a promotional code usable on jacadi.co.uk, you can enter it when placing your order on the "My Shopping Bag" page in the "Promotional Code box". (hit "OK" after entering) The discount will be subject to eligibility and will be applied to the basket before continuing to checkout.

    Shipping

    Where can I ship my order?

    The Jacadi UK site ships all over United Kingdom, excluding Jersey, Guernesey, Gibraltar and Isle of Man.

    What are the conditions of shipping? (method, fee, delivery time)

    UPS delivery: Please note, some orders will arrive later than usual due to the recent disruptions with freight transport at the port of Dover. Due to this, we’re aiming to deliver orders within 14 days, but some may take slightly longer.

    - Free for orders over £100
    - £12,90 per order

    Unfortunately, we are currently not able to deliver to Guernesey, Jersey, Gibraltar and Isle of Man.

    In store delivery:The delivery of your order will take 8 to 10 days to our London stores (Marylebone and Kings Road)
    We will try to deliver merchandise to you as soon as reasonably possible but we have to face customs control now that can hold the merchandise as they wish.
    Free for all orders.

    Order follow-up/tracking

    How can I track my order?

    Once you have made you order, you will receive several emails:
    - One email for the confirmation of your order
    - One email for the confirmation of shipment, which will provide a tracking number
    - One email once your order has been delivered

    If an item in my order is not available, how will I be notified? Will I receive another parcel with the missing item?

    If an item(s) is not available in your order you will be notified by a partial shipment email. The email will tell you the item(s) NOT shipped and those you were not charged for (sold out item(s)). The sold out item(s) will not be sent at a later date as there is no more stock.

    Can I cancel or modify an order once it is confirmed?

    You have one hour after your order is placed to cancel, and till 11pm if your order has been placed after 10 pm. This option will be located in your account under "My Orders" select the order and hit cancel. You cannot modify your order in any way, size, quantity, address, etc.

    My order has been cancelled, what can I do?

    If your order was cancelled we invite you to contact customer service to get further details at customer.service@jacadi.co.uk or by calling 800 260 5663.

    What can I do if I want to exchange or return my order?

    If you wish to exchange or return an order, or part of an order, made on jacadi.co.uk, you can go to our Marylebone or Kings Road stores.
    We also offer free UK returns, within 30 days after purchase (shipment date). The items must be unworn, unwashed and in their original packaging. Shoes should be returned in their original, undamaged shoe box as this is considered part of the product.

    If your item respects the conditions above, you may return it. Complete your Jacadi return packing slip indicating your name and order number (if you do not provide this information we will not be able to proceed with the return). Please also indicate the items you wish to return and the reason for returning them. Once completed, include the return slip with the items you are returning. Get your prepaid label here. Please place the return label on your package and take it to the Royal Mail Office. The return address is:

    JACADI UK LIMITED
    51 Marylebone High St
    London, W1U 5HW
    United Kingdom

    The return shipping is free of charge

    How will I be refunded of my online order?

    We refund you back onto the credit card used to make the purchase.

    I bought a gift online, can I return it?

    If you personally bought a gift but it did not work out you may return it for a refund following the *return policy.

    *Return policy: You may return an order, or part of an order, made on jacadi.co.uk for a refund within 30 days of purchase. The returned items must be unworn, unwashed and in their original packaging. Shoes should be returned in their original, undamaged shoe box as this is considered part of the product.

    If your item respects the conditions above, you may return it, with the return label at the address:

    JACADI UK LIMITED
    51 Marylebone High St
    London, W1U 5HW
    United Kingdom

    The return shipping is free of charge.

    Can I return a gift I received from online?

    Orders can be returned only with a return label, following our return policy.

  • How can I pay in several instalments without charge?
    Our payment service partner Klarna offers a payment solution in several instalments without charge by debit card (Visa, Mastercard, Maestro, Visa Electron) applicable to all of our products. Prepaid cards are not accepted. We accept the most common debit and credit cards.

    To take advantage of this offer, you just need to:
    • Select the Klarna payment method in several instalments without charge when you pay for your order on our online shop: www.jacadi.co.uk;
    • Complete the required information via the form that appears or log into your Klarna account;
    • Accept without reservation the Klarna terms and conditions of payment in instalments;
    • Confirm your order.

    You will then receive an order confirmation email from Jacadi as well as an email from Klarna confirming the acceptance of payment in instalments.

    The payments will then be spread over 3 equal instalments:
    • The first instalment will be paid when the order is dispatched,
    • The second instalment will be made at 30 days, and
    • The last payment will be made at 60 days.

    Each instalment will be automatically debited from the credit card you entered during the payment process.
    Only the items actually shipped will determine the amount of the deductions spread over the installments.
    If the items are shipped in several packages, the amount of the debits will be recalculated for each shipment.
    Klarna will send you a reminder of the forthcoming direct debits 2 days before the due date and a confirmation of the direct debit when it is effective.

    • Access your direct debit calendar;
    • Postpone your direct debits if they have not yet been scheduled;
    • Pay the remaining direct debits in advance.
    Any scheduled direct debit cannot be postponed.

    For more information on this method of payment and the conditions of eligibility, we invite you to consult our partner's website, which is accessible here: Klarna general terms & conditions

    Payment in several instalments without charge, am I eligible?
    To benefit from the payment in several instalments without charge service or buy now pay later option, you must be an individual aged over 18, reside in mainland Great-Britain and hold a valid debit bank card (Visa, Mastercard, Maestro, Visa Electron) and Klarna has accepted your request for financing.
    Klarna is an independent payment company and Jacadi cannot influence this eligibility.
    If you have any questions about paying with Klarna, please contact Klarna customer service.

    Why Klarna was not offered to me for my payment?
    This payment solution in several instalments without charge is not systematically proposed at the time of payment because it depends on algorithms that take into account a certain number of factors, such as: the address given, the amount of the order, the history of your previous orders, the product category.
    The country of the billing and delivery address has to be the same (otherwise, Klarna will not be proposed)

    Klarna: conditions in case of cancellation / return?
    • If we cancel your order: no charge will be made and Klarna will cancel all future scheduled charges.
    • If you choose to partially return your order: Klarna will adjust all future scheduled debits and refund any amount due.
    • If you choose to return your order in full: Klarna will adjust all future direct debits and refund the amount due.


    Refunds, if any, will be made to the credit card used to place the order.
    Adjustments made will be instantly visible in the Klarna application and a confirmation email will be sent to you with the new schedule if necessary. Klarna: security of payment information?
    Our partner Klarna processes your payment information securely in accordance with the regulations. No card data is transmitted to Jacadi

    Klarna: Payment expected but no item received?
    If you have not received your items, please contact our customer service via our contact form.

    You can also:
    • contact Klarna's customer service to postpone the due date of your direct debit, or
    • put the order on hold via the application until you receive your order.

    For more information Go to Klarna.com

  • How does Pay later in 30 days work?
    Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cos/br> t. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk .

    Am I eligible for Pay later in 30 days?
    To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

    How can I increase my chances of being accepted for Pay later in 30 days?
    Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days is denied, it does not mean it will be denied for future orders.

    Will a credit search take place against me?
    Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Jacadi run credit searches against you that could impact your credit rating.

    Why have I not been offered Pay later in 30 days?
    Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, and previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

    What are my payment options with Klarna?
    You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

    What happens if I cancel or return my order?
    As soon as Jacadi have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

    What happens if I don’t pay for my order?
    Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

    I have been asked to go to the Klarna site. Is this correct?
    If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

    What do I need to provide when I make a purchase?
    If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

    Is my payment information safe?
    Payment information is processed securely by Klarna. No card details are transferred to or held by Jacadi. All transactions take place via connections secured with the latest industry standard security protocols.

    Can I pay before the due date?
    You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

    Have you received my payment?
    If you pay by card, Jacadi will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com /uk.

    What happens to my statement, when I've returned the goods?
    Once Jacadi has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

    I've received a statement, but I've not yet received my goods.
    You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Jacadi to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?
    As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

    I have asked for a refund. How will I be refunded?
    If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

    I haven’t received an email with my statement/payment information.
    You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

    I still have questions regarding payment, how can I get in touch?
    Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

    For more information
    Go to Klarna.com

  • To use Apple Pay, you have to configure Apple Pay in your wallet. Transaction is validated via face ID or touch ID. The payment is automatically executed by Apple with the payment method you have registered.

    To use Google pay, you must have a Google account and a payment method linked to this one. The payment is automatically executed by Google as soon as you have confirmed your payment.
  • How to use a e-gift card on our site?
    To use an e-gift card online, you must first add it to your account. For that it's very simple, go to "my account" and select "my gift cards". You will then be able to add the numbers of your card as well as its pin code. At checkout, when choosing your payment method, you can select the gift card and the amount you want to use to pay for your purchase.

    Can an item paid by gift card be exchanged or returned?
    Any item paid by e-gift card can be returned to our warehouse following the regular policies.
    Once the return of the item processed by our warehouse, a new e-gift card will be sent to you by email with the amount initially paid with a gift card for the item.

    Is it possible to be refunded for a gift card?
    It is not possible to receive a gift card refund.

    Is it possible to be refunded an e-gift card?
    The e-gift card is refundable under one month provided that it has not been used (fully or partially). For this type of request we invite you to contact our customer service at 800 260 5663 or customer.service@jacadi.co.uk

    Can the gift card be used during a sale or a special promotion?
    Yes e-gift cards are like a payment method and can be combined with promotions.

    How long are e-gift cards valid?
    Gift cards and e-gift cards are valid for 1 year after their creation date.

    Can a promocode and sale be applied to an e-gift card?
    Gift cards and e-cards cannot benefit from promo codes and special promotions.

    Can an e-gift card be used on a Jacadi site in another country?
    No, gift e-cards can only be used on the site and shops of the country of the site where they were issued.

    What are the maximum and minimum amounts available on a gift card?
    A card or e-gift card can be credited with an amount of choice ranging from £10 to £300.

  • I woud like to become a franchisee, how can I apply?

    If you want to open a franchise partnership with Jacadi you can fill this form: http://www.idkidsgroup.com/en/contact.html

    I would like to work at Jacadi, where can I apply?

    Thank you for your interest in Jacadi Paris, we suggest that you check our Indeed Company Page at https://www.indeed.com/cmp/Jacadi/about where we post our most recent job ads within the company.

    I would like my children to model for Jacadi, how can I apply?

    Jacadi uses and outside agency in France to do the modeling for our brand. We do not have the details to share for this request.

  • If we have not answered your question(s), we invite you to contact us, Monday- Friday 10am-5pm at +44 800 260 5663 or email us at customer.service@jacadi.co.uk