FAQ

Christmas Delivery:

Standard Delivery cut off date is 14th December 2012.

Next Day Delivery cut off date is 19th December 2012.

Please place your order before these dates to ensure your purchase arrives in time for Christmas.

Christmas Orders:

We have extended our returns policy from the normal 21 days for all orders placed between 26th November until 24th December 2012. The extended date for returning an item for refund or replacement is 28th January 2013. If items are returned after this date for purchases made between the above dates, you will be issued with an online voucher code to use (unless the item(s) is/are faulty).

Help Desk Support

From 22nd December 2012 - 27th December 2012 there will be limited help desk support. Please note it may take longer to answer any queries submitted to us.

We would like to wish you all a Merry Christmas and Happy New Year. Thank you for shopping with Jane Shilton!

How do I find an item?

To find an item you are interested in purchasing, you can either follow the navigation at the top of the webpage, or alternatively you can enter the product name into the search bar provided. On each product page, you will also find a description of the product, its relevant features, including its fabric and care instructions. If you require any additional information, please select the sales department on the contact us page.

Do you have a Catalogue?

We don't currently produce a print catalogue.  You can find all our products on the website, which is updated regularly as new products arrive.

Can I buy these items in a shop?

You can find a list of our stores here. Some of the products on this site may not be available in every store. Please call the store to find out whether your desired item is available before you go there.

The product/size I want is not showing.

We do not show products on the site that are not currently available. Where a size is not currently available, this will be indicated next to the size.  We get frequent deliveries of stock. Please select the sales department on the contact us page to find out if the product is due in soon.

How do I pay for my order?

For your convenience you can pay for your purchases using a Visa, Mastercard, Maestro, JCB or Solo card or you can pay using a Paypal account.

If you choose the Paypal option you will be redirected to the Paypal site to fill in/confirm your card details before being returned to the Jane Shilton site to continue with your order. (please note you will need to click on the link back to the webiste to fulfil Paypal payments)

We do not accept cheques, AMEX, or Diners cards. We are currently only able to accept payments in £ sterling.

I have a voucher code, how do I use it?

Go to My Gift Cards (you will need to be logged in) where you can insert your voucher's details. At the checkout you will be able to choose a voucher out of a list if you have more than one voucher code. Alternatively, you can provide your voucher code at the checkout in the voucher section. Only one voucher may be redeemed per order and there is a maximum of one voucher per person for a particular promotion. A minimum purchase price (inclusive of VAT) may be specified in the voucher. The voucher is redeemable on or before the expiry date specified in the voucher and may not be exchanged for cash.

Can I replace/return my order?

Go to 'My Orders' (you will need to be logged in) click on 'View Order' and then on 'Request Product Return'. In here you will be able to request a replacement product or a refund.

Can I track my order?

You can go to 'My Orders' section in my account (you will need to be logged in) and click on the order number, where you can view the current status of your order. We aim to deliver your goods to you the following working day after they have been dispatched. If they have not arrived within 2 working days, please select the order status department on the 'Contact Us' page and provide us with your order number to help us track the order for you.

How much is your delivery charge?

Gift cards postage charge is £1.95

Our standard charge is £4.95 (incl. VAT) and our Express Delivery charge is £7.95 to deliver anywhere in the UK, including Northern Ireland, Channel Islands, Scottish islands and the Isle of Man.

If you order over £100 worth of goods with Standard Delivery the delivery charge is free. Orders over £100 requiring Express Delivery will be charged the additional £7.95.

How long will it take for my order to arrive?

We aim to dispatch orders placed before 3pm the same working day. Orders received after 3pm will be dispatched the following working day. Although we will do our best to ensure this happens, we can only guarantee these dispatch times with Express Delivery.

• Standard Delivery - Delivered within 2-4 working days. (Royal Mail - Recorded Signed For)
• Express Delivery - Delivered next working day (Except Weekends & Public Holidays)

Which courier do you use?

We use Royal Mail to deliver our parcels.

Can I have the goods delivered to someone else?

When you register, you will be asked to provide an address in your account details.

If you want to change the delivery address after you have created your account, you can do so by going to 'Address Book' in 'My Account' section and adding your new delivery address. Alternatively, when you get to the checkout confirmation page click on 'Change Address' under the delivery address and select the appropriate address or add a new one.

Can you leave my delivery with my neighbour/in the garden?

Unfortunately not. Our courier (Royal Mail) will require a signature from someone at your address when they deliver the goods. If you are not in, they will leave a note telling you where you can collect your parcel.

Do you deliver outside the UK?

Currently Jane Shilton is only accepting orders from within the UK. However this may change in the future, so please check back for any potential changes.

Welcome to the Jane Shilton loyalty points scheme! Our customers can earn points to use on future purchases, just by shopping with Jane Shilton online.

1 Point = £1, and it's really easy to get started. Here's how it works:

Jane Shilton reward options

• Registering as a customer = 1/2 point
• Signing up to the Jane Shilton Newsletter = 5 points
• Reviewing a Product = 1/2 point

For every £20 you spend on Jane Shilton, you'll also earn 1 point!

Inviting friends to the store

If you see a product that your friend may like, you can earn points for inviting them to view it. Simply click on the 'Send to a friend' tab on the product page - you'll need to be logged in to do this. If your friend then goes onto make a purchase, you'll also receive points for referring them!

• Invite a friend to the Jane Shilton store = 1 point
• Points awarded to customers for a referred friend's purchase = 2 points

Your points earnt will be stored in your account area and can be redeemed at any time against future purchases.

What can I do if there is something wrong with my order?

If there is an item missing in your order or you have received the wrong goods, please select the support department on the contact us page and provide us with your order id and a list of products that were missing from the order or the details of the goods sent to you that were incorrect.

You must notify us within 48 hours of receiving the order that an item was missing. Otherwise we will assume that you have received all of the products that you ordered.

We are pleased confirm that we no longer charge to return your item. We now provide special delivery returns. (We will only refund the cost of the item back to you). You will not be refunded for any postage you have paid for.

You should receive a special delivery sticker and address label or special delivery envelope.  (Please take it to the post office and they should provide you with a tracking number, which you need to keep.) This is a pre paid facilty , you should not be charged by post office.

We will refund the cost of the product only.

What is Your Returns Policy?

Goods dispatched less than 21 days ago are eligible for return, providing they are returned to us in the condition they were sent. If an order contains goods that are eligible for return, you will see the Return goods button next to it when you log onto your account. If you wish to return faulty goods after the 21 days, please contact us. (Please note Gift cards cannot be returned or refunded).

Please note you no longer have to pay to return a product. We now provide free postage. You should receive a special delivery sticker and address label or special delivery envelope. We will refund the cost of the product only.

How do I return an item?

If you would like to return an item, for whatever reason, within 21 days of receipt, simply go to 'My Orders' (you will need to be logged in). If you do not see your order when you log in, please note: You should receive a special delivery sticker and address lalbel or special delivery envelope (Please take it to the post office and they should provide with a tracking number. Which you need to keep safe). This is a pre-paid facility, you should not be charged by post office.

In your returns please enclose the original invoice and state wether you require refund or replacement for size and colour.

In the relevant order box, click on the link "Return goods". Simply fill out the details of the goods you are returning and what replacements you would like.

Unfortunately we cannot accept returns of any item which has been altered to your specifications. We also cannot accept a return more than 21 days after you have received the item.

I have worn my item, can I still return it?

The item must be in its original packaging, with the relevant tags still in place and in a condition that would enable us to sell the item to someone else as new. In the case of shoes, this means they must not have been worn outside.

Can I return an item to one of your stores?

Unfortunately not. If you wish to return an item, please follow the process in how do I return an item?

I returned an item, but you say you have not received it?

The item is your responsibility until we receive it. We suggest that you send it by some form of insured delivery to cover the cost if it gets lost in transit.

You have refunded the wrong amount

When we calculate the amount to refund you, we take into account:

• Any vouchers or promotions in the original purchase
• Whether we are refunding the delivery charge or not

If you think we have incorrectly calculated the refund amount, please select the billing department on the 'Contact Us' page and provide us with your order id and details of what you think the refund should be.

My login details/password won’t work?

Click on my account at top of the page. This will take you to the login page, where you can click on "Forgotten your password? Click here". You will find this link below the password section. Enter your email address that you registered with and click the "Get New Password" button. The system will automatically send you a new password to the email address that you gave when you registered.

Please note that by resetting your password, any payment information you have saved with us will be deleted.

If you forgot which email address you had used or are having problems please contact us via the support department on the contact us page).

What are the Supported Browsers and Requirements?

To shop at janeshilton.co.uk, we support the use of any of the following browsers:

• Internet Explorer 7 and upwards (on XP/Vista)
• Google Chrome
• Firefox 2 and upwards
• Secondary browsers include:
• Safari
• Konqueror
• Opera

To take full advantage of all of our new features, you must enable Javascript and accept cookies in your browser when shopping on our site.

Follow the steps below to enable Javascript in your browser: Internet Explorer 7

• From the Internet Explorer Tools menu, click on Internet Options
• Click on the Security tab from the Internet Options window
• Click on the Internet globe symbol
• Click the Custom Level button to open the Security Settings-Internet Zone window
• In the Settings list, scroll down to Scripting near the bottom
• Click on Enable under Active Scripting
• Click OK in Security Settings-Internet Zone window
• Click Yes when the warning message box appears
• Click OK to close the Internet Options window

Firefox 2 & 3

• From the Firefox Tools menu, select Options
• Click on Content from the Options window
• Tick the box next to Enable JavaScript
• Click on OK

Follow the steps below to accept cookies in your browser:

Internet 7

• From the Internet Explorer Tools menu, select Internet Options
• From the Internet Options window, click on the Privacy tab
• Here you can adjust the scrolling button on the left (underneath the Settings section) to set your cookie status to 'Medium-High'
• Once selected, click on the OK button

Firefox 2 & 3

• From the Firefox Tools menu, select Options
• From the Options window, click on the Privacy icon
• From here, you can tick 'Accept cookies from sites' & 'Accept third-party cookies'
• Then from the Cookies section, select 'they expire' from the drop down list next to 'Keep until'
• Click on OK

Note: there is a description against each setting to tell you exactly the level of cookie acceptance.

Other problems regarding the website

If you are having any other issues with the website, please select the feedback department on the contact us page. It is very helpful for us if you provide the following information:

• Your operating system (eg Windows XP, Mac OS 9.0)
• Internet browser (Internet Explorer 6, Firefox 1.0.4)
• The URL of the page you had the issue
• When the problem occurred (date/time)
• Any error message you saw (please copy and paste the message)

How do I join Jane Shilton on Facebook?

If you're new to Jane Shilton, then you'll hopefully already be having an enjoyable experience browsing the new styles and trends we have, season by season.

To see how we're setting the trend, join the other Jane Shilton style setters on Facebook and share your ideas, favourite Jane Shilton lines and purchases.

If you already have a Facebook account, then simply type 'Jane Shilton' into the search bar at the top of Facebook's Home page. Jane Shilton's group is the first in the list. All you have to do is click on 'Become a fan' on the right. You can then access the page by clicking on the image. Not yet a member? Joining Facebook couldn't be simpler. Just follow the link and you'll find all the information you need:

www.facebook.com/janeShilton

Why join Jane Shilton on Facebook?

If you like what you see of Jane Shilton, then you'll love our Facebook page!

Whether looking to keep up with our latest offers and collections, or simply wanting to find out about London's latest fashion trends, you can find it all here - With hundreds of fabulous photos from our photoshoots, information about when you can start buying these beautiful items for yourself online, and even tip-offs about our fantastic reductions, this is the best way to keep yourself up-to-date with the Capital's most fashionable! Join Jane Shilton on Facebook.

Where is my local store?

Our store locator can be found here.

What are your store opening hours?

Our standard opening times are Monday to Saturday 9.00am to 5.30pm. Most of our stores are also open on Sundays.

To check specific details please find your local store here.

What is your privacy policy?

We are committed to protecting your privacy, while providing you with the best service available. Our privacy policy sets out how we will deal with the information we receive about you and is subject to the conditions of use.

By using this site, you agree that you do not object to us contacting you for any of the reasons outlined here and that you do not consider this to be a breach of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.

Is it safe to order online?

www.janeshilton.co.uk is secure.

We realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.janeshilton.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

What information do you collect and how do you obtain it?

We collect information from you when you register on our site and when you make a purchase from us (Personal Information). We use your Personal information to:

• Process your orders
• Contact you if there are any queries in relation to your orders
• For statistical purposes to improve this website and its services to you
• To administer this website
• If you agree, to tell you about products or special offers that we think may be of interest to you

In almost all cases, when you go to a web site, web servers log your interaction with the site in something called a log file. Standard log files like ours contain basic information like what time what pages were viewed, and the IP address of the visitor. We use this information to analyze trends, administer the site, track user's movement, and gather broad demographic information for aggregate use. We make no effort to identify IP addresses with individual users.

Do you share my personal information?

We may need to share your information with third parties, e.g. delivery companies or credit card companies, in relation to your order or because we are required to do so by law. We will not provide your Personal Information to any third party for mailing or marketing purposes.

We do not store credit card details nor do we share customer details with any 3rd parties

Does Jane Shilton offer NUS discount?

Jane Shilton has now collaborated with NUS to offer students 10% discount on all full price and sale price items online & in-store. You will need to create an account and then please enter  your NUS Extra account number, when purchasing please ensure you log in to activate your NUS number at the checkout. We are aware that student life is all about having fun (as well as the inevitable academia that goes with it!) and Jane Shilton is here to help save some of those valuable pounds by offering this great discount exclusively for students and graduates. With all the University social events during the year, it is essential to complete each outfit with a pair of fashionable, on-trend, stylish shoes and matching handbags.