Jaan London - Frequently Asked Questions
If you have a query, our FAQs should be able to point you in the right direction. If you're not able to find an answer to your query, our Customer Services team will be happy to help you by email at customer.service@jaanlondon.com or by telephone on +44 (0) 208 6069 800 (local rate).
Most Popular Questions
Our returns policy allows you to return any unsuitable item within 14 days of receiving your order. Please ensure all goods are returned are in the same condition as received, new, unused, intact with all tags, labels, and packaging.
A refund will be issued for the full value of your goods once we receive them. Should you receive an item which is damaged or faulty please contact Customer Services.
To return an item please note the following:
- Enclose the dispatch note with your items indicating your reason(s) for return
- Please ensure that you request a proof of posting certificate.
- We recommend that you use a recorded form of delivery to ensure we receive the item(s) back safely.
- Affix the returns label to your package
To ensure we receive the parcel securely – please address the returned items to:
Jaan London
1st Floor
8 The Broadway
Southall
Middlesex
UB11PS
United Kingdom
All order information and any updates to your order’s progress are available on the My orders
page.
If you sign-in to the site and visit My account you will find your order tracker details under the ‘Current Orders’ tab. Here you will be able to see the status of your order.
Please note these details will only become available 24 hours after you receive notification that your order has been dispatched. If you require more specific information, our Customer Services team will be able to help you by email at customer.service@jaanlondon.com or by telephone on +44 (0) 7849521410 (local rate).
My Order
When your order has been dispatched you will receive an e-mail informing you of this and you will be able to see the status of your order changed to ‘Order Dispatched’ on the ‘My Orders’ page.
Dispatch of your order means that your order has been packed. The order will then be collected from our store and will be processed at the couriers sorting centre to be forwarded over to the courier. Your should receive your order within 3-5 working days after the order has been dispatched.
In some cases, larger orders may arrive in more than one parcel and this should be stated on your dispatch note.
In these instances, please allow a further 3-5 working days for the additional parcels to arrive.
Deliveries
If your order has taken longer than the time advised to you when you made your purchase, then please contact our Customer Services team who will be able to advise you of any delays that may have occurred during your delivery. They can be contacted at customer.service@jaanlondon.com or telephone on +44 (0) 7849521410 (local rate).
When you made your purchase, you will have been advised of a date range in which to expect your delivery. It may take up to the latest date for your order to be delivered.
If you visit My account you will find your order tracker details under the ‘Current Orders’ tab. Here you will be able to see the status of your order. Please note these details will only become available 24 hours after you receive notification that your order has been dispatched.
If you require more specific information, our Customer Services team will be able to help you by email at customer.service@jaanlondon.com or telephone on +44 (0) 7849521410 (local rate).
If you have missed your delivery, the courier will leave a calling card to inform you that a delivery has been attempted.
Please note that the courier may leave your parcel with a neighbour or in a secure location. You will be advised of this on the calling card and we advise that you follow any instructions they provide.
Some couriers do not operate over the weekend; this is dependent on the local courier’s personal delivery schedule.
If your delivery has taken longer than 72 hours and you have not received a calling card, please contact our Customer Services team who will be able to help you via e-mail at customer.service@jaanlondon.com or telephone on +44 (0) 7849521410 (local rate).
Returns
Our returns policy allows you to return any unsuitable item within fourteen days of receiving your order. Items must be returned in their original condition, new, unused, intact with all labels and packaging. A refund will be issued for the full value of your goods once we receive them.
Please return your items to us in their original condition,unused, intact with all labels within fourteen days of delivery to your address. We will then send you an email to confirm your return has been processed.
Refunds will be made via the same payment method you used when you ordered the returned goods. Please note that refunded monies may take a few days to be visible in your account.
We refund for returned items by the initial payment method you used when ordering; so if you used PayPal, we will refund you via PayPal. To arrange transfer from PayPal to your debit or credit card, please consult your PayPal account.
To ensure we receive the parcel securely – please address the returned items to:
Jaan London
1st Floor
8 The Broadway
Southall
Middlesex
UB11PS
United Kingdom
If you lose your dispatch note please ensure that you enclose a note with your return stating your name, address, and order number as well as the reason you are returning the item. We may not be able to process your return if this information is not available. You will be able to view your order details on the’ My Account’ page. Alternatively, you can contact our Customer Services team at customer.service@jaanlondon.com or on +44 (0) 7849521410 (local rate) if you require any further assistance.
Please ensure that your return is in accordance with our Returns Policy.
We do not offer a pre-paid returns service. Please ensure that you follow the instructions on your dispatch note and send any items back using a recorded form of delivery. We also advise that you request a proof of postage certificate. Should you receive any item(s) which is damaged, faulty or incorrectly supplied. Please note if you require an exchange for products for which we have offered free delivery, re-delivery costs will be charged.
Please contact us at customer.service@jaanlondon.com or telephone on +44 (0) 7849521410 (local rate).
As soon as your return has been received and checked by our team it will then be processed. You will receive a notification of your return by e-mail and you will receive an e-mail notification of any refunds made. We aim to process all returns as quickly as possible. Should you not receive any e-mail notification of your return within 10 working days of returning it back, please contact us customer.service@jaanlondon.com or telephone on +44 (0) 7849521410 800 (local rate) and we will investigate this further.
Our returns policy allows you to return any unsuitable item within fourteen days of receiving your order. Items must be returned in their original condition, new, unused, intact with all labels and packaging. A refund will be issued for the full value of your goods once we receive them.
Please return your items to us in their original condition,unused, intact with all labels within fourteen days of delivery to your address. We will then send you an email to confirm your return has been processed.
Refunds will be made via the same payment method you used when you ordered the returned goods. Please note that refunded monies may take a few days to be visible in your account.
We refund for returned items by the initial payment method you used when ordering; so if you used PayPal, we will refund you via PayPal. To arrange transfer from PayPal to your debit or credit card, please consult your PayPal account.
To ensure we receive the parcel securely – please address the returned items to:
Jaan London
1st Floor
8 The Broadway
Southall
Middlesex
UB11PS
United Kingdom
If you lose your dispatch note please ensure that you enclose a note with your return stating your name, address, and order number as well as the reason you are returning the item. We may not be able to process your return if this information is not available. You will be able to view your order details on the’ My Account’ page. Alternatively, you can contact our Customer Services team at customer.service@jaanlondon.com or on +44 (0) 7849521410 (local rate) if you require any further assistance.
Please ensure that your return is in accordance with our Returns Policy.
We do not offer a pre-paid returns service. Please ensure that you follow the instructions on your dispatch note and send any items back using a recorded form of delivery. We also advise that you request a proof of postage certificate. Should you receive any item(s) which is damaged, faulty or incorrectly supplied. Please note if you require an exchange for products for which we have offered free delivery, re-delivery costs will be charged.
Please contact us at customer.service@jaanlondon.com or telephone on +44 (0) 7956321084 (local rate).
As soon as your return has been received and checked by our team it will then be processed. You will receive a notification of your return by e-mail and you will receive an e-mail notification of any refunds made. We aim to process all returns as quickly as possible. Should you not receive any e-mail notification of your return within 10 working days of returning it back, please contact us customer.service@jaanlondon.com or telephone on +44 (0) 7849521410 800 (local rate) and we will investigate this further.
Payments
Customers purchasing from within the UK can pay with all debit and credit cards, also welcomes PayPal payments, although customers should note that orders made using PayPal can only be delivered to your PayPal billing address.
Customers ordering outside of the UK may use their Visa debit or credit card (when validated by Verified by Visa) or their MasterCard debit or credit card (when validated by MasterCard Secure Code). International customers are also welcomed to use PayPal.
3-D Secure provides an additional layer of security for online credit and debit transactions. Using Verified by Visa (VBV) and MasterCard Secure Code (MSC), these are the latest fraud prevention initiatives which aim to authenticate the cardholder’s identity at the time that the transaction is made.
There can be several reasons why your card has been refused. We advise that you contact you card issuer for further details.
We are an online private sales website and all orders and payments are taken online. We are unable to take orders and payments via telephone.
