Frequently Asked Questions

General

Where can I find the location and contact details of my nearest Jane Norman Store?

To find your local Jane Norman Store click our Store Finder, or if you are looking for a particular product range contact customer services on telephone number 029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)).

What do you do with my personal details and are they secure?

We have taken every possible measure to make our website safe and secure for your peace of mind. We use the very latest SSL encryption technology and take the security of your personal data very seriously.

To check that you are in a secure area of our website, you will see a locked padlock in the bottom right of your browser. If the padlock is unlocked, you are not in a secure area and any of your personal details entered here will not be entirely safe.

Jane Norman confirms that any personal information you supply to us will only be used in accordance with the registration that we have with the Information Commissioners Office. It will only be used for:

  • Processing your orders
  • For statistical or survey purposes to improve this website and its service to you
  • To serve website content and advertisements to you
  • To administer this website
  • If you consent, to notify you of products or special offers that may be of interest to you.

For further information regarding this question, please read our Privacy Policy.

How can I change my personal details?

Before you order online, you will need to set up an account to make it faster for you at the checkout. If you have changed your name or address, you can automatically update your personal details by logging into your account and clicking on 'Account Information'.

Where can I find out more about the sizing of the products you sell online?

Jane Norman has developed a useful guide to assist you with sizing details. To view, click our Size Guide.

If you are having trouble with the size guide or would prefer to talk to someone in person, please contact our customer service team on telephone number 029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)).

Where can I find out about the washing and care instructions for the products you sell online?

Wash and care instructions can be found inside the garment or associated packaging of any product sold by Jane Norman (where applicable).

Are all of the products from Jane Norman available to buy online?

Unfortunately, all of our product range is not available online. We are continually updating our online catalogue to include as much of our High Street product as possible. If you are looking for a particular range and are unsure which store will have it, please contact our customer service team on telephone number 029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)).

Orders

What will happen when I place my order?

The ordering process should be easy to follow as you move through the site. If you do have issues with ordering, or if anything is unclear, please email our customer service team at webenquiries@janenorman.co.uk or telephone number 029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)).

You will have the opportunity to enter payment details and review your order prior to confirming. The page includes a cost breakdown of the order and also indicates that you are in a secure section of the website. If you click back to the homepage from the secure location, you may receive a warning indicating that you are moving to and from a secure location.

Once the ‘Submit Order’ button is selected, providing that the order has successfully been completed (i.e. the customer has not been informed of any product being out of stock and his/her details are correct), you will be re-directed to the Order Confirmation page and will receive an order confirmation email that contains essential information relating to your order.

When your order is ready to be dispatched, you will receive an email indicating that the order will be with you in the near future.

What if there is a problem placing my order online or I am not sure it has gone through?

If you believe you have placed an order but are unsure if it has gone through, log into your Account and check your orders. If your order does not appear on the list, you will need to place it again. If you are still unsure or you have used our guest checkout, please contact customer services on telephone number 029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)) or email webenquiries@janenorman.co.uk.

Can I cancel or amend an order once I’ve placed it?

Your Right To Cancel

You have a right to cancel your order and if you choose to do so you will receive full refund. However you should note that in order for us to deliver orders to customers quickly and efficiently orders are processed and dispatched almost immediately upon order acknowledgement. This means in practice that we will be unable to impact delivery and you will receive the goods you ordered.

Therefore where goods have already been dispatched before cancellation, please return them to us in their original condition and packaging. Returns to Jane Norman should be returned to Jane Norman International Ltd, Unit E, Caermawr Industrial Estate, Pentre, CF42 6EJ. Details and instructions are found on the reverse of the delivery note you receive in your order. Returned or cancelled goods need to be returned to us within 28 days of dispatch. Your account will be automatically credited the value of your order once we have received the items.

Amending an Order

For similar reasons of immediate processing and dispatch we are unable to amend orders once they are placed via our website. You must therefore check your order contains all the products you want prior to payment and confirmation as we will be unable to change the details thereafter. Similarly, you must also check your billing and delivery addresses since we will be unable to amend these after your order has been acknowledged. If you decide you don’t require an item after delivery you can always return it to us using the returns label for a full refund of your purchase price. We will only credit your account once we receive goods back to our processing centre.

What types of payment can I use online?

We accept most major cards including Visa, MasterCard, Visa Debit, Switch/Maestro. Customers can also use PayPal to pay for orders. This is available as an option during checkout.

We are unable to accept payment via cheque or any method other than those listed above.

Can I shop online using a gift card?

Unfortunately, we are unable to accept gift cards at this time.

When will you take payment for my order?

We will take payment from you when your order is placed.

Can I track the status of my order?

Once you have ordered online, you will be able to track its status. Log onto your account, select 'My Orders' where you can then view the details of pending or completed orders. You will receive a confirmation email when you submit your order and also a dispatch email when your items are on the way.

Our returns policy does not affect your statutory rights.

Returns & Refunds

What is the returns policy for products bought online?

We will be happy to to offer you a full refund, if you return your purchase to us in its original condition within 14 days of receipt - i.e. in their original packaging, unworn, unwashed and complete with their original labels.

We reserve the right to refuse a refund for items returned that are not in a re-saleable condition. Unfortunately, we are unable to offer an exchange for any items being returned to our warehouse.

You do not need to inform us before you send us a return.

For items purchased using Paypal please see returns and exchange information HERE

If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above. If you do receive am incorrect , faulty or damaged item, please contact the Customer Service Team on telephone number 029 20 270305 or by e-mail at webenquiries@janenorman.co.uk who will be happy to help.

We will only refund the price of the item to the purchaser once it is received by us. Please allow up to ten working days for items to reach us, and a further five days for the credit to show in the purchaser’s account.

For your Right to Cancel, please see the Contract and Contract Cancellation section of our terms and conditions.

Products We are Unable to Refund

Unfortunately, pierced jewellery products cannot be returned for hygiene reasons. And swimwear may only be returned to us if the hygiene strip has not been removed.

UK Returns
In Store

You cannot return items to a Jane Norman store or concession.

Returns to us by Post

You will find instructions enclosed with your order. You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.

Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit. We would also recommend that you use a postal service that insures you for the value of goods that you are returning

Please allow up to ten days for your goods to reach us.

All return postage costs are the responsibility of the customer.

PayPal - Returns & Refunds

Good purchased using PayPal can only be returned via post. Please follow the returns process above.

International Returns

Items may be returned to us within 14days from the date of dispatch for a refund. All return postage costs are the responsibility of the customer. Address your package to: Jane Norman International Ltd, Unit E, Caermawr Industrial Estate, Pentre, CF42 6EJ.

Will you send me confirmation when you receive my parcel?

Unfortunately, Jane Norman is unable to directly confirm with the customer when we have received your returned items.

How long will my refund take to process?

Once you have returned your online goods by post to our fulfilment warehouse, the item will be checked.

Once processed, a credit transaction will be made for the returned goods directly back to the debit, credit or charge card you used to pay for the items on your original order. Please contact Customer Services on telephone number 029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)) if you have any queries.

Please allow 10 working days after our receipt of the goods for the credit to appear on your account
.

Can I obtain a refund on sale items?

Yes, all items purchased at sale prices online can be refunded.

Delivery

What are your delivery options and what charges do you apply?

UK Delivery

Jane Norman online uses Royal Mail to deliver our orders.For deliveries to the Channel Islands, providing a relevant postcode prefix is provided, tax will be removed.

The standard charge is £3.99 per order - This is a 3-5 day delivery service. Alternatively, you could select Express Delivery (arrives within 48 hours) and the charge for this service is £4.99 per order.

For more information, please read our Delivery and Returns procedures.

International Delivery

We now offer delivery to selected international locations. For more information please see International Delivery.

Can I have my order delivered to an alternative address?

You can choose to send your entire order to an alternative address or even breakdown your order to send to different addresses. If you choose to breakdown your order, you will be charged postage for each separate address to which you send the goods.

Will I have to sign for the delivery when it arrives?

A signature is not required.

What happens if no one is in when my parcel arrives?

If no one is available at the address to receive your parcel, Royal Mail usually return it to your local Royal Mail office, awaiting your instructions. Unfortunately, Royal Mail do not always leave a card to advise that they have attempted delivery, so we would suggest that if you do not receive your parcel within the time-frame you expected it to be delivered, please check the status on the Royal Mail track & trace service. Alternatively, you can contact our Customer Service Team on telephone number 029 20 270305 or by e-mail at webenquiries@janenorman.co.uk

Gift Cards

How do I use my gift card?

Jane Norman gift cards can only be redeemed on the Jane Norman website (www.janenorman.co.uk)

To redeem online enter the 19 digit code (printed on the back of your gift card) at the Shopping Bag stage of checkout. Once added to your order the gift card balance will be deducted from the order total, any outstanding value to pay can be paid using your preferred method of payment.

My order value is different to my gift card value – is this a problem?

If the value of the purchase is less than the value on your gift card you are free to use the remaining balance at any time while the gift card is still active.

If the value of your purchase is more than the remaining balance on your gift card you can use what balance is on your gift card and pay the remainder with a payment method of your choice.

Can I return an item purchased using a gift card?

You can return items to Jane Norman online within 14 days of receiving your order. The amount you paid will be refunded back onto the original gift card if possible, or onto a refund gift card. A refund gift card can be used in the same way as any regular gift card.

Please note that if you only part paid with a gift card the remaining refund will need to be refunded via your original payment method.

Does a gift card expire?

Gift cards are valid for 2 years from the date of purchase.

Can I receive cash back on funds I have placed in my gift card?

Gift cards cannot be exchanged for a cash equivalent.

What happens if my gift card is lost, stolen?

Please treat gift cards like cash. We cannot replace or reimburse the balance if the card is lost, stolen or damaged.

I have another query about a gift card, who should I contact?

Please contact Customer Services who will be happy to assist with your query.

How many gift cards can I use during one transaction?

You can use as many different gift cards during a single transaction as required but the same gift card cannot be used twice within the same transaction.

Can I buy gift cards online?

Currently you can only redeem existing gift cards online however you will be able to purchase them online very soon.

Everything Else

How can I find out about events, sales and special occasions?

By registering your email address with us. You can do this by entering your email address in the box at the foot of this page. We will keep you informed about company events and sales promotions. If you wish to stop receiving emails from us simply use the Manage Your Subscription link, which can be found at the foot of all our emails. If you encounter any problems please contact Customer Services.

How can I apply for a job at Jane Norman?

You can find out about our latest vacancies and how to apply for them in our Careers section.

How can I contact Customer Services at Jane Norman?

If you wish to contact us, in relation to any aspects of our products or services, please do so using the following means:

Telephone:029 20 270305 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)).

Email: webenquiries@janenorman.co.uk

Post: Customer Services, Jane Norman International Limited, Capital Link, Windsor Road, Cardiff. CF24 5NG.