We have had to make some changes to the way we ship to the EU following Brexit. EU customers will no longer be charged any taxes at checkout, however, VAT and any additional duties and charges will now be due once your order arrives at its destination.
Unfortunately we are unable to calculate exactly what these charges will be, they are your responsibility and out of our control. To ensure you don't receive any charges that you're not expecting, we recommend that you check with your local customs office before placing an order.
Please be assured that we are constantly reviewing our shipping methods to ensure the best customer experience and will notify you straight away of any updates.
HOW DO I MAKE A PURCHASE?
Shopping at JANECARR is easy:
- Click the links in the top navigation to discover product edits.
- Click your preferred style from these edits.
- Here you will see more information and larger images, as well as alternative colour and style options.
- Once you have found an item, click on the ‘ADD TO SHOPPING BAG’ button.
- Review and edit item quantities in your shopping bag by clicking the ‘SHOPPING BAG’ link at the top of the page.
- Click on ‘CHECK OUT’ to complete your order.
You will then be taken through the checkout process where you can edit or confirm your order, create or log-in to your account, enter your delivery and payment details and confirm your purchase.
DO YOU OFFER GIFT WRAPPING?
Your order will be prepared with the greatest care, individually wrapped in our signature packaging and knotted with JANECARR ribbon. Should your purchase be a gift, you can select to add a personalised message at checkout.
HOW DO I KNOW MY ORDER HAS GONE THROUGH?
When you complete the checkout process you will be presented with an order confirmation page and you will be able to click through to print your order details. In addition, you will receive an email confirming your order details and that the order has been received.
WHAT HAPPENS IF MY PACKAGE HASN'T ARRIVED?
Our delivery time starts from the moment payment for your order is processed. Please note that this can take longer during our busy sale periods and national holidays. Orders placed over the weekend will be dispatched on the next working day.
The expected time for delivery may vary depending on the delivery destination. If you have not received your delivery after the expected delivery date, please email email@example.com and we will track your order for you.
HOW DO I RETURN AN ITEM?
Making a return is easy. You have 14 days from delivery date to decide whether to keep your items. You will find full instructions on how to return an item/s within your parcel, and in our Returns Policy here.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
If you wish to receive a refund we will re-credit the original purchaser's credit card for the sum paid less any taxes and duties and less the postal costs. Customs duties and sales taxes are non-refundable. You may be able to recover customs duties and sales taxes by contacting your local customs bureau directly.
Returns within the UK are free. For international returns, we will create the returns paperwork send this to you by email to print and attach to the package. The postage costs will be deducted from your refund.
CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
We can cancel or exchange an item or edit your billing and shipping details before your purchases have been prepared for dispatch.
However, we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any amendments, please email Customer Care at firstname.lastname@example.org.
WHAT IS YOUR POLICY ON RETURNING DAMAGED, FAULTY OR INCORRECT PRODUCTS OR GIFTS?
ITEMS DAMAGED IN TRANSIT OR FAULTY ITEMS
If you take delivery of a package from us and the contents have been damaged in transit, or the item is faulty we will exchange the damaged or faulty items without charge to you provided you return the item(s) to us within 14 days of taking delivery. We will not charge you for the faulty item and will reimburse your costs in returning it.
If we have sent you an incorrect item, please notify us via email at email@example.com as soon as possible and return the incorrect item to us and specify the correct details in writing to firstname.lastname@example.org. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your costs in returning it.
DOES JANECARR HAVE SEASONAL SALES?
JANECARR offers seasonal sales twice a year, as well as limited time period discount codes. Register for email updates to be notified when our sale starts, and when we offer exclusive reductions.
HOW DO I BUY A GIFT CARD?
You can buy a JANECARR gift card in British Pounds (GBP) by visiting our Gift Cards page.
PRINTED GIFT CARD- Choose how much you would like to give
- Add the recipient's name, email address and a personal message (optional)
- The gift card will be emailed to the recipient and a delivery receipt will be emailed to you
For further assistance placing an order for a JANECARR gift card please contact Customer Care by emailing email@example.com.
WHAT IF THE PRODUCT I WANT TO BUY IS OUT OF STOCK?
All items are in stock unless "OUT OF STOCK" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
If the product you want to buy is out of stock, please contact Customer Care by emailing firstname.lastname@example.org.
HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?
For information on delivery and shipping charges to your destination, view our Shipping and Tax information.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive email confirmation of your shipping details and your airway bill number to track your package.
WHICH COUNTRIES DOES JANECARR SHIP TO?
For information on delivery and shipping charges to your destination, view our Shipping and Tax information.
DOES JANECARR SHIP TO MULTIPLE ADDRESSES?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
DO I NEED TO SIGN FOR MY ORDER?
To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.
Upon checkout, you are able to leave special delivery instructions for the delivery courier. Please note that if you request that the courier leave your package(s) in another location without obtaining a signature for proof of delivery you agree to our Terms & Conditions confirming that you take full responsibility of any loss or damage.
For more information, view our Shipping and Tax information.
HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU?
In order to ensure a secure shopping environment, we use secure socket layer (SSL) technology. This encrypts and protects the data sent by you over the Internet. Where SSL is enabled you will see a padlock icon appear in your browser that you can click on to find out information about the SSL digital certificate registration.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that we take data protection seriously. Any information that you provide to us will be stored and processed in accordance with the Data Protection Act 1998. We will hold and transmit your information in a safe, confidential and secure environment.
HOW DO I UNSUBSCRIBE FROM EMAIL NEWSLETTERS?
If you wish to be removed from our mailing list you can click the ‘UNSUBSCRIBE’ button on any of our email newsletters.
Alternatively, please email us at email@example.com with all your contact details and mark the email subject, “Unsubscribe”. Please note this process may take up to 28 days. You can update your contact details held on our mailing list by emailing us at firstname.lastname@example.org.
WHAT ARE COOKIES?
I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.
WHAT PAYMENT METHODS DOES JANECARR ACCEPT?
Payment can be made securely online by Visa, MasterCard, American Express and Maestro cards. You can also choose to pay with PayPal or Apple Pay.
To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.
The credit/ debit card that is being used must be yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment, we will not be liable for any delay or non-delivery of your order. We also reserve the right to cancel your order. We may request that shipping be to the credit card billing address only.
By submitting an order to us through our website you represent and warrant that the payment details provided on your order are valid and correct and that when your order is accepted and processed by us, payment will be made in full. If the billing details for your order are the same as your delivery address details, by placing an order on the website you confirm that you are the person referred to in the delivery address details. Otherwise, by placing an order, you confirm that you are the person referred to in the billing details.
WHEN DO YOU CHARGE MY CREDIT CARD FOR PAYMENT?
Your card will be charged within 24 hours of your order confirmation email.
HOW CAN I CHOOSE THE CURRENCY THAT I VIEW PRODUCTS IN?
Select the currency link at the top left hand side of the screen to view the products in your preferred currency (GBP, EURO, USD).
HOW ARE DUTIES AND VALUE ADDED TAXES (VAT) CALCULATED?
Prices on our website are shown inclusive of UK VAT (value added tax) at the prevailing rate.
During the buying procedure, you will identify the destination country for the items. If outside the UK, VAT will be excluded in the final payment.
All international deliveries are shipped on a DDU (delivery duty unpaid) basis, which means that once your order arrives at its destination you may be required to pay import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs. These charges remain the responsibility of the customer, we have no control over them and cannot predict what they may be.
Please note that cross-border deliveries may be subject to opening and inspection by customs authorities. You are considered the importer of record for items you order through our website and must comply with all laws and regulations of the country in which the items are to be delivered.
HOW DO YOUR SIZES WORK?
Please refer to individual product pages for the item’s sizing shown in centimetres and inches.
HOW DO I CARE FOR MY JANECARR SCARF?
We recommend that you avoid washing your JANECARR scarves and instead entrust them to your dry cleaner, who will clean them professionally and pay careful attention to their hand-rolled hems and hand-finished details.
Do not machine wash or bleach any JANECARR scarves. Always iron on a cool setting, making sure to iron on the reverse of printed styles. Always avoid ironing hand-rolled hems and any embroidered, surface detail.
Please remember that printed silk can be damaged by rain.
WHERE ARE JANECARR PRODUCTS MADE?
Each JANECARR printed scarf is made by hand in historic mills in Como, Italy, the home of world-class, luxury silk printing. The scarves are impeccably finished with hand-frayed or hand-rolled hems; every hand-rolled hem takes up to an hour of meticulous craftsmanship from an expert seamstress.
The JANECARR cashmere collection is hand-loomed by artisans in Kathmandu, Nepal and finished by hand with exceptional attention to detail.
JANECARR jacquard scarves are hand-woven and hand-finished by traditional silk weavers in Suffolk, England.
WHICH FABRICS DOES JANECARR USE?
We use the finest, natural fibres and luxurious blends for every JANECARR scarf. Our fabrics have been extensively tested to ensure the softest and most sumptuous handle, as well as the most vibrant, long-wearing colour.
HOW DO I BECOME A STOCKIST?
Please contact email@example.com if you would like more information on carrying the JANECARR collections.
HOW DO I FIND OUT ABOUT EMPLOYMENT AND INTERNSHIPS?
Visit our Careers page or contact firstname.lastname@example.org if you are interested in employment or internships at JANECARR.
WHAT IF I'M UNHAPPY WITH THE SERVICE I'VE RECEIVED?
We make every effort to ensure you receive the best possible service when using the JANE CARR online boutique. If however you are not entirely satisfied with any aspect then please contact Customer Care on email@example.com and we will happily answer any queries you may have.
ANY FURTHER QUESTIONS
Hopefully you will find all your questions answered here, if not please send us an enquiry or contact us on firstname.lastname@example.org and we will happily answer any queries you may have.