Question How much do you charge for delivery?
Answer

We charge £4.99 for delivery in the UK, and offer free local delivery in Leicester for orders over £50. There is an option for Free click and collect in store, next day if orders placed before 2pm. 

Question Is the product inclusive of VAT?
Answer

Yes, all our products are inclusive of VAT.

Question When will my order be delivered?
Answer

For all in stock items delivery in the UK can take from 2-5 working days, but please allow 3-7 working days for delivery as there may be delays due to government restrictions and controls in place to reduce the spread of COVID-19. 

Question What if i don’t receive my parcel?
Answer

If you have not received your order within 7 working days please contact our customer service team at customerservices@jaanleicester.com. 

Question Do I receive confirmation once i have placed an order?
Answer

Once you have placed an order, you will receive a confirmation email along with all your order details. 

Question What happens if an item I have ordered is out of stock?
Answer

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in dispatch. If this is the case, we will let you know as soon as possible. If it has not been possible to contact you, we will refund the amount to you. 

Question Can we return items for an exchange or refund?
Answer

Yes within 14 days of receiving your order. Please see our returns policy. 

Question Do i need to pay for returns?
Answer

We do not offer pre-paid returns, therefore please ensure you follow instructions on your dispatch note and use recorded delivery. 

Question Where do I return my parcel?
Answer

All details will be provided, please follow instructions written on your order form. We recommend you use recorded delivery to ensure we receive the item. Please ensure you request a proof of posting receipt. 

Question What is the returns address?
Answer

Jaan Leicester ltd
48 Buxton Street
Leicester
LE2 0FH
UK

Question Have you received my return?
Answer

Once we receive your return, it will be checked to see if it eligible for a return by our team. You will then be notified by email that we have received your return and a notification of any refunds made. Our aim is to process all returns as quickly as possible. However, if you do not receive any email confirming this please contact customerservice@jaanleicester.com for further assistance. 

Question How do I care for my garments?
Answer

A majority of our items are hand embroidered and therefore fragile. At times beading may become displaced and this is not regarded as a fault but is due to the nature of the work. We recommend to dry clean all our garments.