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Shipping & Returns

Orders

Returns

 

Do you charge for shipping?

FREE Standard delivery on all orders.

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Do you ship orders the same day?

We’ll try our hardest to ship out all orders placed before 2pm GMT on the SAME DAY.*

All orders are dispatched using our courier company, DPD. Orders placed before 2pm GMT will usually be deliverd withing 2 working days to the UK Mainland, 3-5 working days elsewhere. You will receive a tracking number in your shipping email, and if you provided a mobile phone number, DPD will text you a 1 hour delivery slot on the morning of the delivery. A signature is required for all deliveries.

*Excludes weekends and bank holidays. In-stock items only.

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What does your status mean?

  • Order processing means your order could be at any point between the warehouse receiving it and despatching your goods.
  • Order Completed means your order has left our warehouse. You'll receive an email confirming despatch and a text message via DPD that will detail how you can track your order when it has left the warehouse. 
  • Cancelled means your order has been cancelled either by you or us.

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Amending your order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If your order has already been despatched from the warehouse, then you'll need to return the item following our Returns procedure. If your order hasn’t left the warehouse yet, we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team for advice on 020 8438 3277 between 9am and 5:30pm, Monday to Friday.

Cancelling your order

  • If your order has already been despatched from the warehouse, you'll need to return the item following our Returns procedure in the event of any unwanted products.
    If you need to return a product purchased through our site for any reason, you may return the item(s) within 14 days for an exchange or refund. Return acceptance is at the sole discretion of jane iredale.

Out of stock items

  • If the item you'd like is online but out of stock, then you can check availability by calling us on 020 8438 3277, making sure you have the product details to hand. If your desired product is available then you can place an order over the phone.

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Why do we display products that are out of stock online?

We continue to show out of stock products online so that you have access to the product details or so that you can buy it online at a later date once more stock has been delivered.

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Missing, incomplete or damaged orders

If your order is incomplete or damaged please log onto your account and visit your orders history. You will be able to click on RETURNS and fill in our online form. Please note this is only available to orders placed within the last 14 days, per our return policy. You can sign into your account here.

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Your purchase history

Your past online orders will be displayed if you signed in to checkout before completing your purchase. If you'd like to record your order history it’s important to log in to the checkout stage when completing a transaction, even if you logged into your main account earlier. Please note orders placed before 15 October will not be available.

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Your jane iredale account

How can I change my email, home address, password or payment details?

  • If you would like to update any account details, log into your account through janeiredale.co.uk. Scroll down to the 'Your details' section, where there are options to update your contact details, address, promotional preferences or to edit your password.

I’ve forgotten my password

  • Simply enter the email address you registered with in our ‘forgotten password’ form, going through the 'My Account' link at the top of the page. We'll send you an email containing instructions on how to reset your password. Do ensure you check your spam/junk folder as occasionally our email may end up there.

How do I opt out of marketing emails?

  • You can opt out of Marketing by going to Promotional preferences in your account. However, opting out of receiving information about jane iredale means we'll be unable to continue your my jane iredale membership.

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Returning an item

If you need to return a product purchased through our site for any reason, you may return the item(s) within 14 days for an exchange or refund. Return acceptance is at the sole discretion of jane iredale. Any returns can be done online via MY ACCOUNT section. 

It can usually takes up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return, letting you know whether a refund or exchange has been processed. Please allow up to two weeks for the return to be processed, at which time a credit or exchange will be made depending on your request.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer.

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How do I return an item?

If you need to return a product purchased through our site for any reason, you will need to log into your jane iredale account and locate your order history. Within your order history, any orders placed within 14 days will have a RETURNS option.

Upon selecting this option, you will able to select a reason for your return. Upon us validating your return, you will receive an notification email with your freepost returns address.

We ask you to please return your items using a tracked postal service. Should your return be lost or damaged in transit, carriers require that you file the tracer or claim. We cannot be held responsible for returns lost in transit.

Please note that all returns must be sent to jane iredale and not your local jane iredale retailer. Any items returned to your local retailer cannot be accepted.

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Refund policy

If you've changed your mind about your purchase, please return it in its original condition with proof of purchase within 14 days of receiving your order and we'll exchange or refund it.

We can’t offer refunds or exchanges, unless faulty.

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Methods of payment and refunds

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

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