Products, Pricing and Promotions
The Contract and Contract Cancellation
Returns, Refunds and Exchanges
Welcome to www.janenorman.co.uk website terms and conditions. These terms and conditions apply to the use of www.janenorman.co.uk and the selling of our products to you subject to the conditions set out on this page.
By using www.janenorman.co.uk you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you should not use or access this website.
If you have any questions relating to these terms and conditions please contact our customer services team before you place an order at webenquiries@janenorman.co.uk.
This site is owned and operated by Jane Norman Ltd (“Jane Norman”, “we” or “us”).
Registered office:
Waverley Mills
Langholm
Dumfriesshire
DG13 0EB
Registered number: SC392903 (Scotland)
VAT number: 115 0934 41
Intellectual Property Rights
All intellectual property rights, trademarks and copyright for all material on the website are owned by or licensed to Jane Norman Ltd. You may use any of the information within www.janenorman.co.uk for your personal use only. You agree not to copy, transmit, reproduce, publish or distribute any material from the website or use any information for non-personal or commercial purposes. You may print extracts from the website or download and copy information to a local hard drive for your personal use only. You may not link to or frame the website or any part of it without our express permission.
Your Account
You are responsible for the confidentiality and maintenance of your personal account information and password. You accept responsibility for all activities which occur under your account and password. It is important that you keep your personal details and password confidential and secure. If you have any reason to suspect that your password has become known by someone else, has been or is likely to be used without your authorisation, you should contact us immediately. Jane Norman shall not be liable to any person for any loss or damage as a failure by you to protect your password or account details.
www.janenorman.co.uk reserves the right to refuse access to the website, terminate personal accounts, amend and remove content and cancel orders (at no cost to you).
Registration
You guarantee that when you register with us as a customer all of the information that you provide is true, accurate and up to date. If any of the information provided changes, please amend the relavant details in the 'My Account' section of the website. If you have any problems doing this, please email customer services at webenquiries@janenorman.co.uk.
You must not impersonate any other person or entity or use a false name or a name which you do not have authority to use. You must not use the website in any way which will cause, or is likely to cause, the website to be impaired, damaged or interrupted in any way.
Your Conduct
You must not use www.janenorman.co.uk for any of the following activities:
For any fraudulent activity; In connection with any criminal activity or unlawful act; To transmit or distribute a virus, Trojan, worm or logic bomb; To transmit any material which is illegal, malicious, in any way offensive, obscene, defamatory or menacing; To cause annoyance, inconvenience or needless anxiety to others; In breach of copyright, trademark, confidence, privacy or other right; Send unsolicited advertising or promotional material, often referred to as spam. Under the Computer Misuse Act 1990, breaching this provision may be a criminal offence and Jane Norman will report any breach to the law enforcement authorities and disclose your identity to them.
Access to www.janenorman.co.uk
We will make every effort to ensure that the www.janenorman.co.uk website is available to use and is operating properly without any errors. However, we reserve the right, from time to time, to restrict access to the website to allow essential maintenance or upload new services and/or improvements, although we will ensure that any interruptions are kept to a minimum.
Damage to Your Computer
Jane Norman has made every effort to ensure that www.janenorman.co.uk is free from viruses and defects. However it is your responsibility to ensure that your computer is properly protected and updated with specialist screening software available to screen out anything which may damage it. We cannot guarantee that using this website or other websites which can be accessed through www.janenorman.co.uk will not result in any damage to your computer.
Links to Other Websites
There may be links on www.janenorman.co.uk which will take you to other websites. We do not monitor these other websites and cannot control their content, privacy policies or services; as such we do not accept any liability from the use of these websites.
Products, Pricing and Promotions
Product Availability
All products for sale on www.janenorman.co.uk are subject to availability; if for any reason your order cannot be fulfilled owing to lack of stock, you will be advised by email.
Part Delivery
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.
Product Descriptions
Every product is sold subject to the product description and supporting information such as size, colour, estimated delivery dates and guarantees. All sizes are in UK standard sizes (please see our Size Guide). We make every effort to ensure that the product colour is as accurate as possible, but the colours shown may vary depending upon the setting of your computer monitor. We cannot guarantee that the colour shown will accurately reflect the colour upon delivery. We will take all reasonable care to ensure that all of the product details, descriptions and prices are correct at the time when the information is uploaded onto the website. However, the information may not always exactly reflect the position when you placed an order. Please note that the delivery times are only estimates, and cannot be guaranteed. Packaging may vary from that shown. We reserve the right to refuse orders where the product information, price or product promotion has been incorrectly published.
Prices
Dependant on country, prices include VAT and are subject to change without prior notice.
Promotions
We run promotions both at our stores and on www.janenorman.co.uk. Some of these promotions may be exclusively online promotions or may be exclusively in-store promotions, or may only be available to customers in certain stores. Promotion may be restricted to certain countries.
Gift Wrap & Messaging
The gift wrap & message service is for personal and non-commercial use only. We do not pre-screen any messages posted onto the website, although we reserve the right to monitor messages from time to time. You are fully responsible for any material which you send to any person via the gift messaging service on www.janenorman.co.uk. You guarantee that any messages posted on the website to be sent to a third party by us on your behalf will not contain any obscene, vulgar, rude, racist, threatening or defamatory language which may cause any distress to any person or be unlawful. Jane Norman accepts no liability for any gift messages which do not comply with this condition. We reserve the right to remove the service at any time and to refuse to send or display messages entirely at our own discretion without prior notice or liability to you. Please note the gift wrap option is exclusively available to account holders. The account holder's first order will be delivered to the card holders address only. Account holders may then select the gift wrap option for all subsequent orders. The gift wrap service provided by Jane Norman is subject to an additional charge which is non-refundable. For information on how to return a gift you have received please see our Returns, Refunds & Exchanges section.
The Contract and Contract Cancellation
Our Contract
When you place an order with www.janenorman.co.uk we will send you an order acknowledgement and email receipt of your order containing all of the details of your order. This is NOT an acceptance by us of your order but confirmation of receipt of your offer to us to purchase products. Our acceptance of your order will take place when we despatch your order. You will be charged and we will send you a despatch confirmation email. Any products on the same order which we have not confirmed in a Despatch Confirmation email to have been despatched do not form part of that contract.
We reserve the right to refuse an order. Non acceptance of an order may be as a result of one of the following: the product ordered being out of stock; our inability to obtain the authorisation of payment; the identification of an error within the product information, including price and promotion; you not meeting the eligibility to order as set out in the Terms and Conditions.
You are seeking to enter into a contract with Jane Norman Ltd when you place an order.
Contract Cancellation
You can cancel this contract if you decide to do so no more than seven working days after receipt of the products. If you wish to exercise your right to cancel this contract after your order has already been despatched, please follow the procedure set out in our returns policy.
Seven Day Cooling-off Period
In addition to our returns policy, under the Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase with the exception of financial services, food, drink, perishable products, DVDs, CDs, software which is unsealed, magazines, tailor-made or customised products.
Please note that your right to return products does NOT apply to products which fall into the following categories unless they are faulty: pierced jewellery, swimwear and lingerie, unsealed hosiery, unsealed DVDs or CDs.
Please see our refund policy for further details.
Ways to Pay
Credit and Debit Cards
- 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.
Jane Norman Gift Voucher
- Unfortunately, we are unable to accept gift vouchers on www.janenorman.co.uk at the present time. *Please note gift cards/vouchers purchased before the 27.06.2011 can be redeemed in UK standalone stores (excluding department store concessions and the website) when you spend double the amount of the gift card/voucher on full price goods by the 31st of August 2011.
Payment by Fax/Phone
- We do not accept payment over the phone or by fax.
General
- We will only charge your card once your order has been despatched from our warehouse.
- If there are any items on your order which are not in stock, you will not be charged for them.
- You will be advised by email if we are unable to complete your order for any reason.
- As part of our policy to protect against the fraudulent use of credit cards, we carry out random security checks on orders. These can take various forms, and may involve contacting you by telephone before your order is processed.
Delivery Information
| Delivery Service | How long will it take? | Cost |
UK Standard | We aim to deliver within 3 to 5 days, Monday to Saturday (excluding public holidays).* | £3.95 |
| UK Express | Orders placed by 2.00pm Monday to Friday, will usually be delivered within 1 to 2 days, Monday to Saturday (excluding public holidays).* | £4.95 |
Netherlands | We aim to deliver within 7 to 10 days, Monday to Saturday (excluding public holidays). | €6.95 |
Eire | We aim to deliver within 7 to 10 days, Monday to Saturday (excluding public holidays). | €7.95 |
Belgium | We aim to deliver within 7 to 10 days, Monday to Saturday (excluding public holidays). | €8.95 |
Sweden | We aim to deliver within 7 to 10 days, Monday to Saturday (excluding public holidays). | kr80.00 |
*A small number of areas - Scottish Highlands and Islands, Northern Ireland and Isles of Scilly may take up to 7 working days.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what these may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
If you aren't available when your parcel is delivered, your delivery driver will leave a calling card with instructions on how to pick it up.
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 UK deliveries are made by Royal Mail Monday to Friday 9.00am to 18.00pm, Saturday 9am to 12.00pm. Our International deliveries will be sent via Royal Mail, once your parcel arrives in your country it will be passed onto an internal postal service, according to standard delivery procedures. 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 (GMT), your order will be collected by Royal Mail 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.
Unfortunately we do not deliver to 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.
Tracking Your UK delivery 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 14 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:
UK 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 House of Fraser concessions.
- Refunds, exchanges or replacements can only be made at our standalone UK stores.
UK Returns via the Post Office
- 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.
- The return cost is the responsibility of the customer.
International returns by mail
- Please send International returns to the below address
- We recommend that you use a postal service that insures you for the value of the goods that you are returning.
- If you are returning products from outside the UK you will be responsible for the cost of returning the products to us by post.
- Items returned by post may be subject to customs charges you will be responsible for this cost.
- Complete the Returns Note that you received with your order and indicate the quantity you are returning and the reason for the return.
- Refunds will only be processed on items returned within 14 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.
- 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
- 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.
Jane Norman Ltd
Unit 1
Common Lane
Fradley
Lichfield
WS13 8NQ
United Kingdom
Write the order number on the top left hand side of the packaging to help us to identify your parcel at our warehouse.
We are unable to accept website returns or exchanges at any of our International stores or concessions.
Refunds Policy
Replacement Policy
We only offer exchanges in our standalone UK stores for products bought via the UK website. 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?
Please address the package to:
Jane Norman Ltd
Unit 1
Common Lane
Fradley
Lichfield
WS13 8NQ
United Kingdom
Please make sure that you include the following information:
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 bought via the UK website may be returned to a UK standalone store with the Despatch/Returns Note for an exchange only. Unfortunately we do not offer this service to items bought from any of our International sites.
Your Account and Passwords
Your account contains your order history, delivery details, address book and email preferences. You can see and edit any of this information by logging in using your email address and password. We DO NOT store any credit card information online.
Forgotten Your Password?
If you have forgotten your password, just click on the link forgotten password and enter your email address. We will then email you a link to set up a new password.
Privacy Policy
Your privacy is very important to us at Jane Norman and we are committed to protecting your security. We promise not to divulge any of your personal information to any outside company for marketing or any other purpose without your permission. Jane Norman is fully compliant with all of the relevant UK consumer and Data Protection legislation, and will always treat your personal information with complete respect and confidentiality. As with many large companies, communication by telephone may be recorded for the purposes of monitoring customer service standards and for security.
How Do We Use Your Information?
Any personal information which 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. However, none of this information is on 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. You may opt out of the various uses of your personal information at any time, even if you have previously given your consent to use it.
Marketing Communication
Opting In/ Opting Out
Jane Norman offers various opportunities to receive marketing communication from time to time, such as emails, vouchers and promotional offers.
Each opportunity will explicitly state whether it is opt in or opt out. If you would like to change your preferences at any time or would like to see what you have signed up to receiving, please visit ‘My Account'.
If you decide you do not wish us to contact you, you can write to the Customer Services Department, quoting Security and Privacy Enquiry, Jane Norman Ltd, 3 Tenterden Street, London, W1S 1TD, United Kingdom.
If you no longer wish to receive any emails from us, 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.
Cookies
What are Cookies?
Cookies are small data files which are temporarily stored on your computer. 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.
Some of our carefully selected affiliate partners may also use cookies so that they are able to track sales which have come from them; if these cookies are not accepted it will not affect the functionality of our website.
Security Policy
Our site uses software to provide 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:
Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot absolutely guarantee the security of your information provided over the internet and will not be responsible for this.
Please note that email correspondence is free format text and cannot be encrypted, therefore it is not a secure means of communication. 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.
Never send any sensitive information, such as passwords or credit card information, via email.
If you are using a public computer then make sure you log out fully and close the browser.
When creating a password, a combination of letters and numbers is recommended. Try not to use obvious personal details such as the names of children or pets.
Keep your password private and do not use the same one for multiple online accounts.
It is recommended that you change your password frequently.
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 webenquiries@janenorman.co.uk.
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 which issued your card.
Find out more about Verified by Visa and MasterCard SecureCode.
Dispute Resolution
Should you have any dispute, please email us at webenquiries@janenorman.co.uk or call us on +44 (0)20 7659 9396 Monday to Friday 9.00am-5.30pm.
Accessibility
At Jane Norman we recognise how important it is that our website can be used by as many people as possible.
We have worked with our designers to ensure that our site meets the legal requirements under the Disability Discrimination Act and can be used by our customers who have visual, hearing, cognitive or motor impairments. We are continually working to improve accessibility at www.janenorman.co.uk and are pleased to say that our website meets the strict guidelines provided by the World Wide Web Consortium and Bobby.
If you experience any difficulty using www.janenorman.co.uk or have any feedback for us regarding the accessibility of the site, then please do not hesitate to contact us at webenquiries@janenorman.co.uk.
Legal Notices
Limited Liability
We use reasonable endeavours to make sure that the content of the website is accurate, although we cannot totally guarantee this. Jane Norman shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on the website. To the extent permitted by applicable law, Jane Norman disclaims all warranties, terms and conditions, express or implied, as to the accuracy of the information contained in any of the materials on this website. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be held liable for any loss of goodwill, any economic losses or any special or indirect losses suffered or incurred by any person arising out of or in connection with the Terms and Conditions.
Exclusions of Liability
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, directors, employees, consultants, agents and affiliates. Any disclaimers and exclusions shall be governed by and construed in accordance with English Law. Each provision of the Terms and Conditions shall be applied separately; if any are deemed to be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions in any circumstances.
Other Legal Notices
There may be other legal notices on other areas of the www.janenorman.co.uk website which together with the Terms and Conditions govern your use of the website in its entirety.
Waiver
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach the conditions.
Variation
We reserve the right to make any changes, permanently or temporarily, to the website or any of the services and policies without notice to amend at our absolute discretion. You will be bound by the details of the Terms and Conditions or the website information which was in place at the time of use or when you placed your order. It is your responsibility to check regularly to determine if the Terms and Conditions have been changed. If you do not agree to the changes you should not continue to use the website.
Children
www.janenorman.co.uk does not sell products to people under the age of 18. If you are under 18 you need a parent or guardian over the age of 18 to purchase on your behalf.
Events Beyond Our Reasonable Control
If we are delayed or are unable to fulfil our obligations under these Terms and Conditions as a result of events beyond our reasonable control (force majeure), including (but not limited to) strikes, lockouts, failures of third party systems, acts of god, fire, earthquake, storm, flood, natural disaster, civil unrest, acts of terrorism, deliberate damage to equipment or data, or damage of premises or equipment, we cannot be held responsible. This does not affect your statutory rights.
Law
This website, the content within it and any contract resulting from using it are governed by and construed in accordance with English Law and will be subject to the exclusive jurisdiction of the courts of England and Wales. All contracts will be conducted in the English language.
These Terms and Conditions do not affect your non-excludable rights under law.