Shipping, Cancellation & Returns

Ordering

You can order securely through this website. Our card handling is processed by PayPal one of the leading secure payments handlers in the world. The pages where you enter your credit card details are protected by 128 bit encryption - please look in the address bar of your browser, to see the https preface to the address and/or the locked padlock at the bottom of your browser to confirm the secure status. If you have any queries about security, or any other matter, please e-mail us or telephone 01326 315173.

Shipping

We endeavour to dispatch all orders as soon as humanly possible! We charge a flat rate for delivery within the United Kingdom of £3.94, which is in most cases less than the Post Office charges us! We use the Royal Mail for deliveries, either Parcelforce Standard, or in the case of smaller orders, First Class post. If you have any particular delivery instructions (to leave with a particular neighbour, in the porch etc) please let us know.
Should you require an order in a hurry, please let us know before you place the order, and we can give you a quote for next day delivery.

If you prefer, you can collect your order from our shop!

Overseas Orders

Please contact us before you place your order.  We can ship to most destinations using Airmail Small Packets. The website only quotes shipping within the UK, postage charges to other countries are considerably higher. Quite often we can save money on postage by breaking larger orders into smaller parcels. Please contact us before you place your order, and we can let you know in advance how much the postage will be.

There is an option in the 'Extras' section for overseas delivery, if we have given you a quote for the shipping, then you can add the needed number to your basket. Rest assured, we will only charge you the price the parcel costs to post - any excess will be refunded to your card after the parcel has been posted.

VAT

Most of our exports are within the EU, as such UK VAT at 20% is applicable. Unfortunately exports outside the EU are such a small part of our turnover that we ourselves are unable to claim the VAT back on those exports - although we will look into re-evaluating this if the demand increases, we therefore have to treat all our sales as if VAT is applicable - we keep our prices as low as we possibly can, and cannot afford to pay that part ourselves, sorry!


Availability

The website does not reflect current stock levels, so on occaision we may not have one or more items for an order. In which case we will contact you to let you know of any alternatives that are available in the relevent sizes and products, as soon as we possibly can.
While we endeavour to keep all items available, in all sizes and colours, this is an impossible dream!

Cancellation


You can cancel your order at any time up to 16 days after you have placed it. To do so, please contact us, either by e-mail to

cancellation@josjeans.co.uk

in writing to

6 Penmorvah, Mylor Bridge, FALMOUTH, TR11 5NP

or by telephone during the working day on 07467 609766.

Please let us know either the order number that you wish to cancel, or your name and the date you placed the order. You do not need to give a reason for the cancellation, but any feedback or reason that you do give will help us to improve our service.
If your cancellation reaches us before we have dispatched your order, then you need to do nothing else, and we will process the cancellation and full refund. If however, we have dispatched your order, then you will need to return it to us, in a saleable condition (unworn, with the labels and packaging, as we sent it to you.) To reduce the cost of returning the order, we recommend using Royal Mail Second Class, and always recommend that you ask for a Proof of Posting at the Post Office, so that in the unlikely event that the parcel goes astray, we can chase them up for you. When we receive the returned order, we can then process the refund for the full price of the goods - sadly, we cannot refund the postage charge, as the Royal Mail or other courier that we may use, retain that part of the payment, as a service that was carried out on your behalf.

Returns

We realise that it is impossible to tell from a website's picture how a garment is going to look until you receive it. You may have the wrong size, or you may simply not like something. You don't need to give any reason (although we do appreciate all feedback), all we ask is that you return the goods to us in saleable condition (ie unwashed and unworn, with the relevant tags and packaging) in a reasonable time (16 days, from receipt, usually) for a full refund of the cost of the goods. We regret we cannot refund the cost of postage, as this is a service that has been carried out by the Royal Mail on your behalf.

Should you need a different size in any item, please contact us as soon as possible, and we will do our best.
When returning goods it is very important to ask for a proof of posting from your post office. It is rare that a parcel gets lost in transit, but we cannot give a refund for returned goods that do not arrive back to us without a proof of posting!

Please ensure that when you make a return you enclose a note with your name and address and a short note saying what you would like us to do, a refund an exchange etc. If you have telephoned or e-mailed beforehand (which helps, particularly with exchanges, to ensure we have the right size or colour,) please still enclose the note - quite often there are several instances of a garment sold, so it helps us know who the parcel belongs to!

In the rare event that you receive the wrong, or a faulty item, please contact us as soon as possible so that we can remedy matters!

 

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