Frequently Asked Questions
We’re always here to help you out. To help you get started we’ve put together some of the most frequently asked questions.
How much does delivery cost?
- UK – Standard tracked delivery- £1.50
- UK- Express delivery- £5.99(UK)
- EU- Standard tracked delivery – £6.99
- EU- Express delivery- £14.99
- Rest of the World tracked – £9.99 .
- Express World tracked – £24.99*
How long does delivery take?
Our aim is to deliver your order as quickly as possible. This will depend on your location and the delivery method you choose at checkout. Please see delivery options here http://jaccessories.co.uk/delivery/
Why is my order late?
If your delivery time frame has been and gone, get in touch with our Customer Services team and they’ll look into it for you. Remember, for International Standard deliveries, please allow 20 days after dispatch before getting in touch as your parcel may be delayed at customs.
My parcel is missing – what do I do?
If you have yet to receive your parcel, we’re sorry. Check with your neighbor’s first to see if they’ve signed for your parcel. For any orders that are delivered to a neighbor, a calling card will be put through your door to advise you of the property name or number it has been delivered to. If you’re still not able to locate your parcel, don’t worry, contact us on customer services and we’ll help you.
Can you deliver to a different address than my billing address?
Yes, but remember your billing address must match the address that your payment card is registered to.
My order has arrived damaged – Can you help?
Yes, we can. In case you receive a damaged parcel, we kindly ask you to call our customer service team at +44 (0)3330 112 511 or e-mail us at firstname.lastname@example.org
Will I have to pay customs charges?
If you’re ordering outside of the UK, you may have to pay customs charges. We always advise that you check your local legislation on import duties, customs entry fees, and any other taxes before you shop, to avoid any surprises.
How do I return an item?
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it’s super easy just fill the return sheet which you’ve received with your order.
Do you exchange returns?
Currently, we are not able to offer an exchange through the website but once your returned item is received your refund will automatically be processed. If you wish to receive another item, simply place a new order.
Are your earrings returnable?
Due to hygiene and safety reasons, pierced earrings including earring pendants are non-returnable, unless faulty or not as described.
How long will it take for my account to be credited after a refund has been processed?
Refunds can take up to 10 days, depending on your bank provider.
I’ve lost my returns label?
No problem, simply email us at email@example.com and we’ll be happy to send you a new one.
I don’t have an account, can I still order?
Yes, you can! Simply choose to log in as a guest before you check out. Remember though we, want our customers to have full visibility of their orders and order history so we ask you to set up an account which means you can track your orders.
Will I get an order confirmation?
Once you’ve placed your order we’ll send you a confirmation email containing all the details of your order.
If it’s not in your inbox, check your junk mail. If it isn’t in there, double-check your account to make sure the order is showing there. Contact our Customer Services team if something doesn’t match up.
Can I order over the phone?
At the moment, order placement is online only.
Can I add something to my order?
Once an order has been placed other items cannot be added to that order. Instead simply place a new order.
Can I change my order?
Unfortunately not, however, if you no longer want your order, you can return it to us to receive a refund. Check out our full returns policy here.
Why has my order been canceled?
If we email to let you know we’ve had to cancel all or part of your order, it’s because items have sold out and we’re unable to get them to you. We won’t charge you for these pieces, of course!
If you have paid via PayPal, you will be issued with a refund for the amount paid. If you have paid via credit/debit card your card will not have been charged.
We apologise in advance for any inconvenience caused in this situation.
What payment methods do you accept?
We accept PayPal, Stripe, Visa, Master card and American Express
Please note that when paying by:
Card: your card is not debited until your order is sent out. When you enter your credit/debit card information and click “confirm payment” this is to authorise the payment at the later stage. At this stage, your details and the funds required to clear the payment are confirmed
PayPal and Stripe: payments are debited immediately.
If your credit/debit card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same credit/debit card or place the order again using a different credit/debit card. If the problem persists, please contact your credit/debit card provider.
Your name and billing address details must match the card-holder address details held by your card issuer.
If for any reason, there is a problem with collecting payment from your credit/debit card after we have confirmed receipt of your order, we will not be obliged to dispatch your order.
Additionally, on some occasions, we may be unable to process an order. The reasons for this may be due to: The item being out of stock or no longer available; or your payment being declined, or an unspecified technical error.
Should this happen, we will contact you to inform you.
I’m having technical issues
We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please email us at firstname.lastname@example.org .
Can’t get a page to load?
Try clearing your cookies. For information on how to do this, click here.
My Promotional/Discount code did not work – what do I do?
It’s simple to pay with a promo code but if you’re having difficulties, contact our customer service team and we’ll sort it out for you.
How secure is your online payment process?
Our payment process is super secure. We don’t store your card details, we check to make sure the cardholder address matches the card you are using and work with Mastercard Secure Code or Verified by Visa for further personalised security checks.
How do I make a complaint?
We try to make sure that you’re happy with the service we provide at Jaccessories, in the event that you are not please email Hello@jaccessories.co.uk and we’ll do our best to make you happy again!
When is customer services open?
Email Hello@Jaccessories.co.uk or call 0333 011 2511 from Monday – Friday, 9:00 am to 5.00pm (GMT) We’re closed on Saturdays, Sundays, Bank Holidays and national holidays
What are my statutory rights?
We want you to be happy with your purchase, but we know that occasionally you may want to return items. That’s why we have a 28 day returns policy. In addition,you have the right to cancel the purchase of an item within seven working days of the day after the date the item is delivered.
To cancel your purchase within the seven-working-day cooling-off period you will need to send the item to us, together with a letter telling us you wish to cancel.
You will need to pack the cancelled item(s) securely and send them to us so that we receive it within seven working days of the day after the date that the item was delivered to you.
We advise you use a recorded-delivery service for returning cancelled goods. Please note that you are responsible for the costs of returning the cancelled items to us (unless we sent you the wrong item or the item is damaged or defective). We will issue your refund once we receive notice of your cancellation.
GENERAL CUSTOMER ENQUIRiES
For all enquiries & feedback, please fill out this form.