- Checkout Help
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 email@example.com or telephone number 029 20 101487 (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 101487 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)) or email firstname.lastname@example.org.
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?
We are now able to offer online gift vouchers which can be sent to anyone with an email address or the code given in person and redeemed online. For more information take a look at the Jane Norman Gift Card page.
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 30 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 email@example.com 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 14 working days for the refund 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.
You cannot return items to a Jane Norman 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.
All return postage costs are the responsibility of the customer.
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.
Items may be returned to us within 14 days from the date of receipt 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 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 allow up to 14 working days for the refund to show in your account. 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.
What are your delivery options and what charges do you apply?
Jane Norman online uses Yodel 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. Standard delivery is free for orders over £50.
Alternatively, you could select Express Delivery (arrives next day if ordered before 3pm Mon - Fri, excluding Sun and Public Holidays) and the charge for this service is £4.99 per order. Express delivery is free for orders over £100. UK Pre Noon Express is also available. This option will allow your product to arrive the next day pre noon (if ordered before 3pm Mon - Thurs, excluding Saturdays, Sundays & public holidays). The charge for this service is £5.99.
For more information, please read our Delivery and Returns procedures.
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, Yodel usually return it to your local Yodel office, awaiting your instructions. Unfortunately, Yodel 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 Yodel track & trace service. Alternatively, you can contact our Customer Service Team on telephone number 029 20 101487 or by e-mail at firstname.lastname@example.org