FAQs

Where is my order?

You may check the status of your order instantly with jane iredale's convenient order status page.

How can I track my order?

Please click on the tracking link in your shipping confirmation email. Alternatively, we invite you to contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or you may call us on 020 8438 3277. Your Personal Shopper will be happy to provide a tracking number as well as the scheduled delivery date for your order, or to track it for you. Please have your Order Confirmation number ready to expedite service.

How do I change an item in my order?

Please contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or you may call us on 020 8438 3277. Your Personal Shopper will be happy to adjust your order in any way you wish.

How do I change payment information on my order?

If your order has not yet shipped, you may change your credit card information by contacting a jane iredale Personal Shopper on 020 8438 3277.

How will I know when my order has been shipped?

jane iredale will email a Shipment Confirmation with tracking information. Or feel free to contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or you may call us on 020 8438 3277. Your Personal Shopper will be happy to provide the information to you.

What if I don't receive a Shipment Confirmation?

jane iredale recommends that you log in to your account to verify shipment. You may also confirm shipment by contacting a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or you may call us on 020 8438 3277.

What if I don't receive an Order Confirmation?

jane iredale recommends that you log in to your account to confirm that your order has been received. Clicking on your Order History link will list all of the purchases you have made. You may also verify that we have received your order by contacting a jane iredalePersonal Shopper via email at personalshopper@iiaa.eu or by calling us on 020 8438 3277

How long will it take for my order to arrive once it's shipped?

Delivery is free for all orders £40.00 and over and is £4.99 for orders up to £39.99. All orders are dispatched using DPD Couriers on a next working day service. A signature will be required.

I received an email stating that there was an "address problem" with my order. What does this mean?

Address problems may refer to a variety of situations. We recommend contacting a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or by calling us on 020 8438 3277 to resolve the situation.

What does "Out of Stock" mean?

This means that jane iredale does not currently have inventory for the item in question. Please contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or by calling us on 020 8438 3277 to check on the status of the item, and find out when and if it is expected to be back in stock.

Do you ship internationally?

jane iredale currently only serves our customers in the United States and countries without local distributors.

Tax, Customs and Duty Charges

If you order Products for delivery to an international destination, your order may be subject to local import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over whether such charges apply or not, and we cannot predict their amount.

You will be responsible for the payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

What are your international shipping options and prices?

International shipping is calculated by weight and delivery location, so it will vary by order.jane iredale has a special shipping page if you require more information.

Are customs fees included in my order total?

Customs fees and duties are set by the shipping destination country. For this reason, jane iredale is unable to estimate customs fees or duties in our shipping fees. Customs fees are the responsibility of the customer importing the product.

Do you charge sales tax?

Yes. For your convenience, tax is automatically calculated on each order, based on local tax laws.

At which point do you charge my credit card for my order?

jane iredale charges your credit card at the time your order actually ships.

How can I cancel my order?

Please contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or you may call us on 020 7438 3277. Your Personal Shopper will be happy to cancel your order for you.

What is your return policy?

For jane iredale's refund policy, please see our convenient returns page.

How do I receive authorization for a return?

To receive authorization for a return, please have your Order Confirmation number ready and contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or by calling us on 020 8438 3277.

I previously ordered a product from jane iredale Direct, but can no longer find that product on your website. What happened?

If you cannot locate a previously ordered item, it may have been discontinued, repackaged, renamed, or replaced. Please contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or by calling us on 020 8438 3277.

What is a promotion code and how do I get one?

Promotion codes work the same way as online coupons. jane iredale customers that sign up for a free account regularly receive emails with new product information, special offers and promotions. If you would like to receive jane iredale emails, please sign up for a free account and you will be added to our mailing list.

What if my question isn't addressed in your FAQ?

We warmly invite you to contact a jane iredale Personal Shopper via email at personalshopper@iiaa.eu or by calling us on 020 8438 3277. jane iredale Personal Shoppers are always happy to assist you.