FAQS

We have extended your returns option for Christmas which will run from Monday 16th November 2020 until Friday 7th January 2021.We will be offering refunds on any returns received within the 14 days however anything after the 14 days will be gift card and exchange ONLY.

We can deliver to Military Bases, but only through Royal Mail and not through DHL. 

You can view the item prices at the current exchange rate in:

- US Dollars

- Euro

- Canadian Dollars

This can be done in the top right-hand corner of the website and click on the UK Flag, and change this to your required country. 

Your order will not be placed and paid for in this currency, and it will be paid for in GBP. This may mean that when you view the price of your order on the checkout and then see what has been taken out of your account, it could be different. 

Your order price will be in GBP and the money will come out of your account in your own currency. 

INTERNATIONAL DELIVERY:EUROPE DELIVERY:

NEXT DAY DELIVERY - £8.99 (Cut off Mon to Fri 12:30pm)

STANDARD DELIVERY - £7.99  (Mon-Fri 3pm, Anything after 3pm Friday will be delivered Tuesday)

USA & CANADA DELIVERY:

NEXT DAY DELIVERY - £12.99 (Cut off Mon- Fri 12:30pm)

STANDARD DELIVERY - £9.99  (Mon-Fri 3pm, Anything after 3pm Friday will be delivered Tuesday)

REST OF WORLD DELIVERY:

NEXT DAY DELIVERY - £13.99 (Cut off Mon-Fri 12:30pm)

STANDARD DELIVERY - £9.99  (Mon-Fri 3pm, Anything after 3pm Friday will be delivered Tuesday).

ALL INTERNATIONAL ORDERS AFTER 4PM ON FRIDAY WON'T BE RECIEVED UNTIL THE FOLLOWING TUESDAY.

INTERNATIONAL DELIVERY - THE SHIPPING FEE OR ORDER TOTAL DOES NOT INCLUDE CUSTOMS AND DUTIES AND THIS WILL BE CHARGED ACCORDINGLY BY CUSTOMS IN YOUR OWN COUNTRY, BASED ON THE ORDER VALUE OF YOUR SHIPMENT. PLEASE REFER TO THE HELP CENTRE FOR FURTHER INFORMATION ON CUSTOMS AND DUTIES.

All of our orders are shipped from the United Kingdom. 

If your country is within the EU, then you won't have to pay customs or duties at the moment. 

However, if your country is outside of the EU, then you will have to pay customs and duties based on the value of your order. 

We can not change the value of your order for customs reasons, and the true value of your order will be shown on the outside of your parcel. 

The price of your order does not include Customs and Duties and customs will get in touch with you in regards to how to pay your customs fee. 

USA - All orders under $800.00 aren't charged customs. 

Canada - All orders over $20.00 will be charged customs. 

Norway - All orders over NOK350 will be charged customs. 

Australia - All orders under $1000.00 won't be charged customs. 

If you ordered through a DPD delivery you can track your order here - https://www.dpd.co.uk/service/

If you have been provided with a discount code from us, this can't be used in conjunction with any other offers or promotions that we have on. 

A discount code and a store credit code can't be used at the same time and only one can be used per order. 

If you have two discount codes, you can only apply one per order. 

Discount codes will be valid for 30 days from date of issue. 

We understand it can be frustrating when the sale and pricing of items are changing.

However, we can not honour the sale prices off items after the sale or promotion has finished. Once the sale has finished, all items will go back to full price, and these cannot be bought at the sale pricing.

If an item is reduced even more in our sale, and this was bought for an earlier sale price, or its original before the sale started, unfortunately, we can't honour the new price of this item. 

To be the first to know about upcoming sales and promotions, please sign up for our newsletter!

To receive the latest news from us about trends, promotions, when bestselling items have been re-stocked and much more, please sign up for the newsletter seen on many pages on our website.

Signing up for the newsletter does sign you up for all marketing promotions from us including postal promotions and text messages. You can unsubscribe from these at any time though.

In the unlikely circumstance, you want to opt out of receiving the newsletter you can unsubscribe at the bottom of your latest newsletter from us, or by dropping us an email at enquiries@jamesoncarterofficial.co.uk

When you sign up for the newsletter, there also might be a little surprise waiting for you afterwards! 

If you have brought an E-Gift Card with us, you will receive an email which will contact your 16 digit code. 

This code can only be seen by you, so please don't lose it! Even we can't see this, and can only re-send the code over to you if you have lost the email. 

You can enter the code at the checkout and this will minus off the value of the gift card from your order. 

If you have received a gift card from us and are unsure on your current balance, or have lost the email containing the code, please email our support team on enquiries@jamesoncarterofficial.co.uk and they will be able to provide you with the balance and re-send over the code. 

All gift cards have a 6 month expiration date on it from date of issue.

If you are interested in receiving updates when we have a sale, promotion or discount codes running, please sign up for our newsletter at the bottom of the webpage! 

We will also advertise all promotional news on social media.

You can download it again from here - https://www.jamesoncarterofficial.com/pages/returns-and-refunds

Please note due to the current situation regarding COVID-19 to protect all members of staff as best as possible no returns will be handled for 72 hours after arrival in following current guidelines. Apologies for any inconvenience the delays may cause but safety must be top priority. After this, once your return has arrived back to us, we will process this as quickly as possible, however, the process may take up to 7-10 working days. If you have checked your tracking number and your return has arrived back to us and it has surpassed the 7-10 working days, please drop us an email at enquiries@jamesoncarterofficial.co.uk

Please note we can only process your returns once your products have returned to site. Failure to provide proof will stop us from processing the return in the event of lost items. 

We accept all major debit cards and credit cards.

Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, Apple Pay, PayPal, GooglePay and Maniere De Voir Gift Card.

All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.  Additional validation and fraud checks are carried out internally. 

https://www.jamesoncarterofficial.com/pages/returns-and-refunds 

Full details of this can be found online under www.jamesoncarterofficial.com/pages/returns-and-refunds along with all other returns policies.

You will need to use our returns form. You can download it here.

- Speak to one our customer service agents by emailing enquiries@jamesoncarterofficial.co.uk

Monday to Friday11am-8pm for online chat

10am-8pm for emails

All items are true to size, so we would always suggest getting the normal size you would in this style of the item.

At the moment we don't offer the exact measurements of an item, but this is something that we are working on.

Please see the size guide on each of our products on the website with some recommendations.

If you need any further assistance, please don't hesitate to ask, we are here to help!

If you are interested in being sponsored by Jameson Carter - please send a message to us via Instagram and our Affiliate Team will be able to pick this up and discuss this further with you. 

If you have received an email from us stating that your order was cancelled due to suspect fraud, please email our support team on - enquiries@jamesoncarterofficial.co.uk  - and they will be able to help you out further with this situation. 

We have a very talented fraud team in place that analyse each and every order to make sure that a card hasn't been used fraudulently and the order is safe and secure. If there is any suspicious activity on the order and it has been flagged as high risk to us, then there is a chance that this might be cancelled. 

We do have the right to cancel and refund any order that we wish if we believe there to be fraudulent activity on it. 

All orders are subject to fraud analysis. 

All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Additional validation and fraud checks are carried out internally.

We have a very talented fraud team that will analyse all orders before they are shipped to make sure your card hasn't been used fraudulently. 

Here are some tips to make sure you order goes through correctly first time: 

- Make sure your billing address is the correct billing address of where your card is registered too

- Make sure the billing address is correct line for line to what is shown on your bank statements 

- Do not use a proxy connection on the device that you are using to place the order

- Make sure that your home/work address hasn't been blacklisted by a previous tenant/employee 

- Try not to place multiple orders in a short period of time 

- Don't use more than one card to try and pay for an order if the payment fails 

If you are struggling to place your order or have any concerns, please email us on enquiries@jamesoncarterofficial.co.uk  and we will be able to help you as best as we can. 

If you entered an old address or an incorrect address and need this changing, please email our Customer Care Team on enquiries@jamesoncarterofficial.co.uk with your order number and correct address and they will see what they can do. 

Some of our items are so popular that they can go out of stock really quickly. Unfortunately, that means that occasionally we’re not able to send you all the items in your order. We understand that this can be very frustrating and we will issue you with a refund for your missing item. 

We always try to let you know before your order is shipped that there is an out of stock item and issue you with a refund. However, if you receive your parcel and there's a missing item and you haven't received an email from us, please get in contact with our support team at enquiries@jamesoncarterofficial.co.uk and they will be able to assist you with this. 

In the unlikely circumstance that you have received an item that is faulty, please send the item back to us so we can either refund or replace the item, once this has been deemed as faulty. 

Please fill in your returns form fully, writing a little explanation about the fault and where this can be found. 

If your item is deemed as faulty, then we will refund your standard postage costs to send the item back to us. Please keep a copy of your postage receipt, so we can process this for you on a later date. 

Once we have received your item back to our warehouse, we will let you know via email.

If in the very unlikely circumstance that you have received a wrong item, please send the item back to us, so we can either replace or refund this for you.

Please fill in the returns form and making sure the correct name of the incorrect item is filled in on the form of what you are returning.

Once we have received your item back to our warehouse, and we have confirmed that this was sent incorrectly to you, we will notify you via email.

We can refund the standard postage costs for sending back the incorrect item. Please keep a copy of your postage receipt so we can process this on a later date.

Unfortunately, at the moment, we can't process requests to change or edit an order once this has been placed. 

Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Jameson Carter, for a full refund.

Order cancellations must be made in writing via email or letter within 14 working days after the first day of your order being delivered.

To cancel your order please contact us at enquiries@jamesoncarterofficial.co.uk to discuss the next steps.  

Due to the expedited nature of our picking and packing process, we usually can't process requests for orders to be cancelled, if these requests come outside of business orders and aren't within 1 hour of the order being placed. 

If however your order has already been processed, you will need to return the order to us. If we cannot adhere to your request, you will be responsible for any return costs of the item(s). 

IF YOU ORDER ON A FRIDAY OUR COURIER DELIVERS ON A SATURDAY. NEXT DAY DELIVERY ORDERS AFTER 8PM ON FRIDAY ARE DELIVERED ON TUESDAY.

NEXT DAY DELIVERY ORDERS AFTER 8PM ON FRIDAY UP UNTIL 8PM MONDAY ARE DELIVERED TUESDAY. PLEASE NOTE, COURIERS DO NOT DELIVER ON BANK HOLIDAYS, SO PLEASE ALLOW AN EXTRA DAY FOR DELIVERY.

Check your parcel's status here - Track Parcel

CUSTOMER SERVICE:

MONDAY TO FRIDAY: 10am-10pm