FAQ

FAQs

Where is my order?
- If your order has not arrived by the estimated delivery date we’re here to help.
  
  Before contacting us it’s worth checking a few things first. Check the tracking link we sent in your despatch email to view up to date tracking information.
  
  Sign into your account to check we have the correct delivery information for your order and that all your contact details are up to date.
  
  If you still can’t find your parcel contact our Customer Service team quoting your order number.
  
  Contact us via the webform. Select Contact Us from the menu on the left hand side
Can I cancel my order?
- We're pretty quick at picking and packing your order, therefore we're not able to change or cancel your order once your purchase has been confirmed. .
Can I change the size/colour of the item I've ordered?
- Once an order's been placed, we unable to add or change or amend any products from your order.
Can I change my delivery address?
- Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before processing your order.
Can I track my order?
- All our orders are sent on a tracked service. You will receive your order tracking info on the dispatch confirmation email. Please allow the full delivery time before contacting.
Part of my order is missing?
- On occasions we are unable to send all the items you have ordered. We will send you an email if you are to expect any missing items from your order so please check your mailbox. Some details may also be printed on your despatch note.
  
  We will refund any payment taken for items not sent.
What payment methods can I use?
- You can use any of the cards listed below to pay for your order. You can also use PayPal to shop with us.
  
  Visa, Visa Electron, Mastercard, Maestro, American Express ,PayPal, Alipay, WeChat Pay and Union Pay.
  
  We take security very seriously so rest assured when you enter any of your details, they'll be safe with us.
Product Recalls
- It has come to our attention that a small number of the infants McKenzie Erwen Crew Tracksuits have a manufacturing defect which results in a sharp edge forming on the pastic popper at the shoulder of the sweatshirt. This can create a potential scratching hazard.
  
  If you own a McKenzie Erwen Crew Tracksuit please check if it has a product code MCKTI14897611 or MCKTI4897101 The product code is displayed on the care label on the side of the seam of the product between the QR code and the 'Keep away from fire' statement.
  
  Customer safety is our highest priority. If you have an affected garment please stop using it and return it to us for a full refund by post.
  
  Please return to:
  
  JD Internet Returns
  Door 2
  Kingsway Business Park
  Michael Faraday Avenue
  Rochdale
  OL16 4F
  United Kingdom
  
  Please email customerchampions@jdplc.com who will be happy to assist in getting this issue resolved or telephone on +44 (0) 330 0544673.
  
  We thank you for your co-operation and apologise for any inconvenience caused.
How do I use promotional code?
- Most promotions apply automatically at checkout.
  
  If you have a discount code or promotional code it has to be entered in the box which states ‘Enter Your Promo code', enter your promotion code and click the REDEEM button.
What is cookie?
- A cookie is a small text file of letters and numbers that is used to distinguish you from another user and enables swift passage from one page to the next on our website.
  
  For further information on why we use cookies and how to opt out, please visit our full Cookies Information page. .
Contact Us
- Contact us via the webform. Select Contact Us from the menu on the left hand side