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FAQs

ORDERS

HOW DO I MAKE A PURCHASE?

Shopping at JANE CARR is easy:

- Click ‘SHOP’ in the top horizontal bar and click on your preferred style.
- 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.

    You will need to register with the site to purchase online. This requires you to enter your name, contact details and create a password for your account. You will also be required to accept our Terms & Conditions and Privacy Policy in order to purchase from www.jane-carr.com. These are both standard online procedures.

    CAN I ORDER OVER THE PHONE?

    Yes, you can order over the phone. Please call +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday to Friday and Customer Care will be delighted to assist you with your purchase.

    DO YOU OFFER GIFT-WRAPPING?

    Yes, we offer a free gift-wrapping service at checkout. If selected, we will add a knotted JANE CARR ribbon to the packaging, as well as an optional personalised note.

    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 and a further 24 hour period where your items will be dispatched by our warehouse during weekdays. Please note that this can take longer during our busy sale periods and national holidays, when it may take up to 48 hours for shipments to be dispatched. 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 call Customer Care on +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday - Friday or email info@jane-carr.com and we will track your order for you.

    HOW DO I RETURN OR EXCHANGE AN ITEM?

    Making a return or exchange is easy. You have 14 days from our dispatch date to decide whether to keep your items. Please include your original receipt in the returned parcel and a print out of your returns authorisation email. Any returned items that are not accompanied by the official documentation will not be accepted.

    If you prefer, you can contact us by telephone and we will be happy to talk you through our returns procedure, simply call Customer Care on +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday to Friday and we can assist you with your purchase.

    Within your parcel, you will receive a pre-printed returns label. In the event that this is misplaced, exchanges and customer returns should be sent to the following address:

    RETURNS DEPT.
    JANE CARR
    CHURCH HALL STUDIOS
    4 REDHILL STREET
    LONDON NW1 4BG
    UNITED KINGDOM
    TEL: +44 (0)20 7387 4337

    Please note that items must be returned new, unworn and with all original packaging and swing tags still attached. We do not accept any item with any indication that it was worn or used.

    Items must be returned in their original, undamaged JANE CARR packaging as this is considered part of the product. We are unable to accept merchandise that is not received in the above, specified conditions and in such cases, the item will be returned to the purchaser.

    Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original outer packaging provided.

    Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

    We strongly recommend you obtain a free 'certificate of posting' from your chosen delivery service, as we will not accept responsibility for parcels lost in transit. For complete peace of mind you could consider sending the goods recorded delivery, but we regret we cannot refund this charge.

    Please note that postal costs for returned goods are the customer’s responsibility. We will reimburse any reasonable costs you incur in returning the following items to us:

    - Items we delivered to you in error
    - Items that were damaged upon delivery or are defective or incorrect

      Customers’ statutory rights are unaffected.

      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.

      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 call Customer Care on +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday to Friday for assistance.

      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.

      INCORRECT ITEMS

      If we have sent you an incorrect item, please notify us via email at info@jane-carr.com as soon as possible and return the incorrect item to us and specify the correct details in writing. 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.

      CAN I RETURN A GIFT?

      If you have received an item from JANE CARR as a gift you may return it for an exchange or gift card to the same value of the item(s).

      DOES JANE CARR HAVE SEASONAL SALES?

      JANE CARR 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 JANE CARR gift card in British Pounds (GBP) by visiting our Gift Cards page.

      PRINTED GIFT CARD

      - Select a gift card amount
      - Include the recipient's name, address and a personal message (optional)
      - The gift will be delivered in JANE CARR signature packaging and is subject to shipping charges.

        VIRTUAL 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 JANE CARR gift card please contact Customer Care by emailing info@jane-carr.com or call +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday – Friday.

          WHAT IF THE PRODUCT I WANT TO BUY IS OUT OF STOCK?

          All items are in stock unless "THIS ITEM IS 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 info@jane-carr.com or call +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday – Friday.

          SHIPPING

          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 JANE CARR SHIP TO?

          JANE CARR ships to 170 countries worldwide.

          DOES JANE CARR 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 DHL. 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.

          PRIVACY

          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.

          For more information, view our Privacy Policy.

          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.

          For more information, view our Privacy Policy.

          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 info@jane-carr.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 info@jane-carr.com.

          WHAT ARE COOKIES?

          We collect information about your use of our online services using cookies. Cookies are very small files that are sent by us to your computer or other device which we can access when you visit our site in future. Cookies help us remember who you are and other information about your visits. They can help display the information on a website in a way that matches your interests. Most major websites use cookies.

          For more information, view our Cookie Policy.

          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.

          PAYMENT

          WHAT PAYMENT METHODS DOES JANE CARR ACCEPT?

          Payment can be made securely online by Visa, MasterCard, American Express and Maestro cards.

          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.

          If you would prefer to place your order by telephone, you can call Customer Care on +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday to Friday and we can assist you with your purchase.

          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). Please note that your payment will be charged in GBP.

          If you are shopping from outside the United Kingdom, when you place your order your credit card company will convert the transaction to your own currency.

          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. Taxes and duties are calculated according to your shipping destination, if you order items for delivery outside the United Kingdom they may be subject to import duties and taxes.

          During the buying procedure, you will identify the destination country for the items. This information is used to then re-calculate the UK VAT duties for the destination country. These are calculated and shown to you as part of the final invoice before you authorise payment.

          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. Most destinations are shipped to on a DDU (delivery duty unpaid) basis, which means that all relevant import taxes and duties will be excluded in the final payment invoice.

          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. We have no control over these charges and cannot predict what they may be, and they remain the responsibility of the customer.

          PRODUCT

          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 JANE CARR SCARF?

          We recommend that you avoid washing your JANE CARR 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 JANE CARR 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 JANE CARR PRODUCTS MADE?

          Each JANE CARR 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 JANE CARR cashmere collection is hand-loomed by artisans in Kathmandu, Nepal and finished by hand with exceptional attention to detail.

          JANE CARR jacquard scarves are hand-woven and hand-finished by traditional silk weavers in Suffolk, England.

          WHICH FABRICS DOES JANE CARR USE?

          We use the finest, natural fibres and luxurious blends for every JANE CARR scarf. Our fabrics have been extensively tested to ensure the softest and most sumptuous handle, as well as the most vibrant, long-wearing colour.

          THE COMPANY

          HOW DO I BECOME A STOCKIST?

          Please contact info@jane-carr.com or telephone +44 (0)20 7387 4337 if you would like more information on carrying the JANE CARR collections.

          HOW DO I FIND OUT ABOUT EMPLOYMENT AND INTERNSHIPS?

          Visit our Careers page or contact info@jane-carr.com if you are interested in employment or internships at JANE CARR.

          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 info@jane-carr.com or call +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday – Friday 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  (link to CONTACT US page) or contact us on info@jane-carr.com or call +44 (0)20 7387 4337 between 10am and 6pm (GMT), Monday – Friday and we will happily answer any queries you may have.