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Delivery Information

In the interest of your security, your first order can only be delivered to the payment card billing address. Subsequent orders can be sent to anywhere in the UK.

If you would like to have your order sent to separate addresses, please complete a separate order for each address. Each separate order will be charged a separate delivery charge.

If only part of your order is available, we will despatch the items that are in stock and cancel the out of stock items. You will not be charged for any items that are not sent to you.

Your order will be sent out in plain packaging.

Our deliveries are made by ParcelForce & Royal Mail Monday to Friday 9.00am to 6.00pm, Saturday to 12.00pm.

Our express service is sent using ParcelForce and our standard service is sent using 2^nd class Royal Mail. Your order will be shipped to you as soon as possible, subject to payment card authorisation and stock availability.

If the automated shipping confirmation email is sent to you before 4.30pm Monday to Friday your order will be collected by the parcel carrier that day. Orders with shipping confirmation emails sent after these times will be collected by the parcel carrier the following working day.

If your entire order is sent to you in two separate parcels you will only be charged one delivery charge.

We cannot guarantee delivery within our usual timescales to a small number of areas. Please allow up to seven working days for deliveries to the Scottish Highlands and Islands, Northern Ireland and Isles of Scilly.

Unfortunately we do not deliver to the Channel Islands, Isle of Man and BFPO addresses at the present time.

All deliveries will be made according to the carrier's standard procedures, therefore we cannot guarantee a particular delivery date or time. Our standard delivery service does not require a signature, but our express delivery is recorded and as such requires a signature. Packages that will not fit through your letter box may be taken back to the postal depot for collection.

If no one is available to receive the item, Royal Mail will issue a P739 ('While you were out' card) and return the item to the delivery office. You can then arrange for redelivery, or collect the package in person

Tracking Your Order

You can track/review the status of your order at any time by logging into the ‘My Account’ section of our site, selecting ‘Order Status’ and clicking on the ‘More’ and ‘Track Order’ links for the relevant order.

If you would like any help in finding out the status of your order or tracking its delivery progress please contact our customer services team via email on webenquiries@janenorman.co.uk.

Returns, Refunds and Exchanges

If you are not 100% satisfied with the item(s) you have ordered then we will give you a full refund provided that you return them to us within 28 days of receipt and in a re-saleable condition, 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. You do not need to inform us before you send us a return.

If an incorrect item has been 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.

We will only refund the price of the item to the purchaser once it is received by us. Following receipt by Jane Norman, it may take up to seven working days to credit the purchaser’s account.

Products We are Unable to Refund

Briefs, thongs, swimwear, sunglasses and pierced jewellery cannot be returned for hygiene reasons.

This will be indicated along with the product information on our website. Returns on hosiery can only be accepted if the pack is unopened. Gift vouchers are non-returnable and cannot be exchanged for cash.

These conditions do not affect your non-excludable rights under law.

Returns can be made in either of the following ways:

Returns at any standalone Jane Norman store

• As long as it is within our returns policy guidelines, simply take the Despatch/Returns Note and the product you wish to return or exchange to your nearest store and inform the sales assistant you bought it online. The assistant will be happy to either process your refund via the original payment method, or help you find an alternative product.
• Returns cannot be made within our concession stores in Debenhams, House of Fraser, Westgate or our factory outlet stores.
• Refunds, exchanges or replacements can only be made at our standalone UK stores.

Returns via the Post Office

• A free postage label is enclosed with your order.
• Complete the Returns Note attached to the Despatch Note indicating the quantity you are returning and the reason for the return.
• Ask for a Certificate of Posting at the post office for all returns. Keep this in a safe place with the remaining part of the Despatch Note until you have received your refund as it is your proof of postage in the event of the goods being lost in transit.
• Make sure that the Certificate of Posting has the Jane Norman Returns address and the post office date stamped confirmation on it.
• Allow up to ten days for your goods to reach us.

Refunds Policy

• Refunds will only be processed on items returned within 28 days.
• All refunds will be made back to the payment card which was used to pay for the original order.
• We will let you know by email when your refund has been processed.
• We are unable to offer credit notes.

Replacement Policy

We only offer exchanges in our standalone UK stores. We do not offer an exchange service by post. If you would like an alternative item or size, please return the unwanted item(s) and place a new order for the item(s) which you would like. We will refund you for the returned items as per our standard policy.

Lost the Original Returns Paperwork?

If you no longer have the pre-paid free returns label please address the package to:
Jane Norman Ltd
Unit 1
Common Lane
Fradley
Lichfield
WS13 8NQ

Please make sure that you include the following information:

• Order number
• Your name and address, including postcode
• Contact telephone number
• Email address
• Reason for return:

• Too small
• Too big
• Wrong colour
• Damaged on receipt
• Wrong item received
• Not suitable
• Faulty
• Other

Write the order number on the top left hand side of the packaging to help us to identify your parcel at our warehouse. You will need to pay for the cost of postage yourself.

Can I Return an Unwanted Gift?

All orders can be returned by following the standard returns policy and the returns instructions on the despatch paperwork. However, please note that our returns process is automated and the original purchaser will receive all of the standard notification emails for any return or refund requested.

If you request a refund, it will be made to the original payment card. We are unable to offer credit notes.

Unwanted gifts may be returned to a standalone store with the Despatch/Returns Note for an exchange only.