If you have any queries about our website, or are experiencing any problems using it, please look at our frequently asked questions below. You may also wish to refer to our terms & conditions and delivery & returns policy.
Do you have a size chart?
Yes, please see our size guide.
Do you deliver to my address?
We deliver to most postal areas in the UK, Channel Islands, Isle of Man, USA, Ireland, Germany, Netherlands, France, Spain, Belgium, Denmark, Sweden, Norway, Poland. Unfortunately we do not deliver to BFPO addresses at the present time.
How do I shop online?
We have tried to make shopping at Jane Norman as easy as possible by offering different ways to shop:
- By item or product code search – simply type what you're looking for into the search box at the top of each page.
- By item – find what you want from an overview of all our departments.
- By occasion – find what you want from items grouped by occasion.
- By advanced search – select your criteria (colour, size or occasion) and view all the items that meet your requirements.
How can I contact Jane Norman?
You can contact our customer services team at email@example.com.
Can I track my order?
You can 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 relevant ‘More’ and ‘Track Order’ links.
If you have selected our standard delivery service you can also track the status of your delivery by clicking on the ‘Track Order’ link. You cannot track the delivery of an express delivery service order.
If you would like any help in finding out the status of your order or tracking its delivery progress, please contact our customer service team at firstname.lastname@example.org.
Can I subscribe or unsubscribe from any marketing communications?
Yes, just go to the ‘My Account’ section and edit the ‘opt in/opt out’ preferences.
Each email we send contains an easy, automated way for you to cease receiving them. If you wish to do this, simply follow the instructions at the end of any email. You may continue to receive mailings that are already en route to you for a short period of time while your request is being dealt with.
My order has not arrived, what do I do?
If your order was despatched via the express delivery service, please contact our customer services team at email@example.com.
If your order was despatched via our standard delivery service, please first check the ‘Track Order’ link within ‘My Account’ to check the delivery status of your order. If you need further assistance, please contact our customer services team at firstname.lastname@example.org.
What are Cookies?
Cookies are small data files which are temporarily stored on your computer hard drive. They enable us to track your current shopping experience, save the contents of your shopping bag and gather valuable marketing information on website usage which allows us to constantly improve our service to you.
- Cookies cannot harm your computer and do not contain any personal or private information.
- In order to provide a personalised shopping experience with the highest level of security our website uses a number of cookies.
- In order to shop with us your computer must be set up to receive cookies.
How do you use my personal information?
Any personal information that is collected during the purchasing process is only used by us and our carefully selected partner companies to ensure that we can take, process and deliver your order, and maintain your account to the highest standard possible. All of our partner companies are under a legal obligation to keep your personal information private.
We also collate statistics about the website traffic, sales and other commercial information, which we use to improve our service to you – none of this information is at an individual basis.
With a view to understanding our customers better and where you have indicated that you would like us to, we will use the information that we have about your shopping habits to offer you products and services that are likely to interest you.
Can I place my order by phone or fax?
We are unable to take orders by phone or fax, but you can shop online with complete confidence. Our website uses sophisticated software to provide the highest level SSL encryption technology to secure your online payment.
Can I make changes to my order?
Your order can only be amended before you confirm your order in the check out process.
What is Phishing?
Phishing is the practice of tricking someone into giving confidential information, such as email scams that send banking customers to a website which is not the bank’s real website, although it looks just like it.
We will never contact you by email to ask you to send or confirm any of your personal details. If we need any information of this nature we will only contact you by phone or letter.
If you receive an email claiming to be from Jane Norman requesting this type of information DO NOT RESPOND but please let us know by forwarding the email to email@example.com.
When will my products be delivered?
Estimated delivery times are shown in the table below. If you haven’t received an order confirmation email from us within 24 hours of placing your order, or your products have not been delivered within the expected timescales listed below, please contact our customer services team at firstname.lastname@example.org.
Delivery Service How long will it take? Cost
Isle of Man
We aim to deliver within 3-5 days, Monday to Saturday (excluding public holidays).* £3.95
Orders placed by 2.00pm Monday to Friday, will usually be delivered within 1-2 days, Monday to Saturday (excluding public holidays).* £4.95
We aim to deliver within 7-10 days, Monday to Saturday (excluding public holidays). $9.95
We aim to deliver within 7-10 days, Monday to Saturday (excluding public holidays). €6.95
We aim to deliver within 7-10 days, Monday to Saturday (excluding public holidays). €7.95
We aim to deliver within 7-10 days, Monday to Saturday (excluding public holidays). €8.95
We aim to deliver within 7-10 days, Monday to Saturday (excluding public holidays). kr80.00
We aim to deliver within 7-10 days, Monday to Saturday (excluding public holidays). kr100.00
*A small number of areas - Scottish Highlands and Islands, Northern Ireland and Isles of Scilly may take up to 7 working days.
How do I pay?
We accept most major cards including Visa, MasterCard, Switch/Maestro, Visa Delta, American Express and Visa Electron.
We are unable to accept payment via cheque, PayPal or any method other than those listed above.
Does www.janenorman.co.uk sell everything that is in the high street stores?
The online store range will reflect the high street store ranges, but from time to time some product ranges will differ slightly from those in store.
Will I get an order acknowledgement?
Shortly after your order is placed, we will send you an acknowledgement email detailing the exact order received.
What is the best way to use the search feature?
The search engine works by checking the text you have typed in against all of the product titles, descriptions and codes in our product database. You will be shown all the products that match your search term. The best and most accurate search term to use is the product code. The product code is a 12 digit number and can be found on a product swing ticket above the bar code.
What if my order arrives damaged or is faulty?
If your order arrives damaged or faulty, please return the order either to a standalone store or by post to Jane Norman Ltd. Unit 1, Common Lane, Fradley, Lichfield, WS13 8NQ along with the Returns Note. A refund will be processed for your order.
If we have sent an incorrect item to you or it is faulty, damaged or of unsatisfactory quality, we will also refund the delivery charges 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.
Can I order from www.janenorman.co.uk and then pick up from my local store?
At present it is not possible to order online and then collect from your local store.
Can I pay by cheque?
We do not accept payment by cheque, but you can use your credit or debit card with complete confidence. Our website uses sophisticated software to provide the highest level SSL encryption technology to secure your online payment.
Do you offer exchanges?
We only offer exchanges in our UK standalone 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) that you would like. We will refund you for the returned items as per our standard policy.
Do you deliver to BFPO?
At present we do not make deliveries to a British Forces Post Office (BFPO).
Do I have to pay for returns?
The return cost is the responsibility of the customer.
What do you do with my personal information?
Do I pay the delivery charge for each item?
No, the delivery charge is per order NOT per item. If you order three items together, you will only be charged £3.95 for our standard service or £4.95 for our express service.
I have lost the original delivery paperwork, what do I do?
Please address the package to:
Jane Norman Ltd
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:
Damaged on receipt
Wrong item received
Can I return an order?
Yes, if you are not 100% satisfied with the item(s) you have ordered then we will exchange them in store or give you a full refund, provided that you return them within 14 days of receipt and in a re-saleable condition, i.e. in their original packaging, unworn, unwashed and complete with their original labels. You can also return item(s) by post, but we can only give a refund, not an exchange.
I have forgotten my password, what do I do?
If you have forgotten your password, just click on the forgotten password link, enter your email address and we will email you a link that will allow you to set a new password.
How do I find my nearest Jane Norman store?
Please use our store locator to find your nearest store.
How do I return an order using the post office?
Just follow the simple steps below:
- Complete the Returns Note attached to the Despatch Note and indicate the item and quantity you are returning and the reason for return code.
- Please address your package to:
Jane Norman / Peacocks Distribution Centre
Unit E Caermawr
- Ask for a Certificate of Posting at the post office for all returns – keep this in a safe place with a copy of the Despatch Note until you have received your refund as it is your proof of postage in the event of your 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.
Can I pay using a Jane Norman Gift Voucher?
Unfortunately we are unable to accept gift vouchers on www.janenorman.co.uk at the present time. However, you can purchase and use Jane Norman gift cards* at our UK standalone stores. Please check that your local store is open before visiting. *Please note gift cards/vouchers purchased before the 27.06.2011 will not be accepted in our stores. Please contact Zolfo Cooper using www.zcinfoportal.com.
What is Verified by Visa and MasterCard SecureCode?
Jane Norman has introduced Verified by Visa and MasterCard SecureCode to give you even more confidence when shopping online. These services give you extra protection against unauthorised usage when shopping online.
All you need to do is set up a private password with your card issuer. During the checkout process you will automatically be asked to provide the password when you make a purchase.
To register for these services you must first register with the bank or organisation that issued your card.
I have received an incorrect item, what do I do?
If you have received an item that differs from your order acknowledgement, please return the order either to a standalone store or by post and include the Returns Note using reason letter code E. A refund will be processed for your order.
Do you deliver outside the UK?
At present we deliver within the UK, Isle of Man, Channel Islands, USA, Ireland, France, Germany, Netherlands, Spain, Belgium, Poland, Sweden, Denmark, Norway, Poland.
When do I get my refund once I've returned an item?
Please allow at least seven working days for us to process your refund once we've received your goods. The refund will be processed back onto the original payment card that was used to place the order. For more information, please read our full refund policy.
What if only part of my order has arrived?
If only part of your order has arrived, the missing item(s) may be out of stock. Please check your order confirmation as this will detail any items that are out of stock. You will not have been charged for items that are out of stock.
If you have not received the entire order as detailed in the order confirmation email sent to you, please contact our customer services team at email@example.com.
How do I return my products to the stores?
Take the Despatch Note and the product you wish to return or exchange to a standalone store and tell the sales assistant you bought it online. The assistant will be happy to either process your refund or help you find an alternative product. The item must be returned within our returns policy guidelines. You can find your nearest standalone store using our store locator.
Please note that Jane Norman department store concessions and factory outlets do not offer refunds on website purchases.
What if I'm not in when you deliver?
Deliveries will usually be made Monday to Friday 9.00am-6.00pm and Saturday until 12.00pm. If you or the intended recipient is not available, Royal Mail will leave a P739 (‘While you were out’ card) at the delivery address and return the item to the delivery office. Follow the instructions on this card to rearrange delivery or to collect your products in person.
What is a Credit Card Security Code?
Some cards have a security code; this is a three digit number found on the reverse of your card on the signature strip. It is preceded by part or all of your card number, but is always the last three digits. This security code gives extra protection when shopping online – only the person who holds the card will have access to the code, as it is not printed anywhere and does not appear on normal receipts. We regret we cannot proceed with your order without this security number.
Can I change my online account details?
Yes, just go to the ‘My Account’ section where you can edit your personal details.
Can I cancel my order?
You can edit or cancel your order up until the point when you confirm your order in the check out process.
After this stage, you will need to wait for your order to arrive and then follow our standard returns procedure.
Can I return an unwanted gift?
Yes, 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 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 can be returned to your nearest standalone store with the Despatch/Returns Note for an exchange only, within policy guidelines.
Is it safe to shop at www.janenorman.co.uk?
Yes, our site uses high level SSL encryption technology to secure your data when you transmit it to us.
There are two simple ways to check if a page on our website is secure:
- A small padlock sign will appear in the status bar of your browser.
- The ‘http’ will be replaced with ‘https’ in front of www.janenorman.co.uk in the browser address window.
For more information, please read our full security policy.