JamieOliver.com

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Delivery Information
Cancellations/Refunds/Returns
Shopping Help

delivery information

UK (including N. Ireland) and Islands:

4.1

Delivery options	Price	Timing
Standard Delivery	£5.00	Within 3 working days (Monday to Friday 7.30am-6pm, excluding public holidays).
Standard Gift Certificate Delivery	£2.00	2-3 working days Monday – Friday, recorded
Next working day, if ordered by noon	£7.00	Monday to Thursday, excluding public holidays, delivered by 6pm. (You must order by noon the previous working day). Orders placed on Friday will be delivered on Monday by 6pm. This service is not available to Ireland and UK Islands, including the Channel Islands.
Saturday	TBC	If Saturday delivery is desired, please call our customer care team for pricing and details: 0845 279 7227. This service is not available to Ireland and UK Islands, including the Channel Islands.
Hampers /cakes etc	£5.00	Monday to Friday, 7.30am to 6pm, excluding Saturdays and public holidays. You must order by 12 noon the previous working day for despatch the next day.

4.2 Please note that we are unable to deliver the following to Northern Ireland and non-Mainland UK: food products (including hampers) and plants/gardening kits and other perishable goods. We are also unable to deliver to PO Boxes. If item dimensions are small enough, they will be delivered through the letterbox. Otherwise, if nobody is available to accept delivery, a calling card will be left for you to re-arrange delivery or collection. Hampers / cakes/ baked goods will be shipped separately from other goods ordered.

International Delivery

4.3 We offer delivery to the USA, Canada and certain European countries (see below). Products available for UK delivery only will be noted within the product's description (including without limitation alcohol).

4.4 The standard delivery charge per order is £35.00 for the USA and Canada, and £20.00 for Europe.

4.5 The countries we deliver to in Europe are: Andorra, Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey.

4.6 Please note that we are unable to deliver to PO Boxes.

4.7 Import duties and taxes may have to be paid in some countries, for which we will not be liable. Before ordering please obtain details of these charges from your local customs office in the country to which the goods are being dispatched. We cannot be held liable should local customs officials decide to hold or confiscate items for any reason, including where such items are not available for export to a particular country.

4.8 Please allow 10-14 days for delivery to the USA, Canada and Europe.

Delivery times

4.9 We aim to deliver as specified above, but the delivery times above are for guidance and are not a guarantee. We cannot take responsibility for length of delivery time once an item is dispatched from us to our carrier. A signature will be required to acknowledge delivery (where the parcel or package will not fit through the letterbox). The signature of the person accepting delivery at the delivery address will be proof that delivery has been received by you or the person, to whom the order is addressed.

cancellations / refunds / returns

If you wish to cancel your order, please contact our customer care team at customerservices@jmecollection.com or by telephone on 0845 279 7227 between 08:00 – 18:00, working days ONLY. As we try to process orders immediately, it may not always be possible to prevent an order from being dispatched. If your order has already been dispatched, you may return the items to us in accordance with our Returns Policy. We regret that in the case of food items, we are unable to offer cancellation prior to dispatch.

If we receive notice of your cancellation in time, prior to despatch, we will cancel the order and we will not debit your card.

Returns and Refunds
Returns for perishable goods (food products, hampers or plants) and toiletries are accepted only if the goods are damaged or faulty and must be returned within 7 days from receipt. All other goods need to be returned within 28 days of receipt and in original, complete and undamaged packaging. If the item has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item.

Please note any postage incurred by returning the item(s) to us will not be refunded nor will the original cost of delivery, unless in the case of damaged, faulty or goods mistakenly shipped. All returned goods must be accompanied by the returns slip that accompanied the goods. For any broken glassware or ceramics, please call our customer care team on 0845 279 7227 for advice. In the case of damaged, faulty or goods mistakenly shipped, a receipt for the return postage should be included within the package for the cost to be refunded.

All goods ordered online should be returned to the address below:

Jme Group Ltd
Parham Drive
Eastleigh
SO50 4DB

We recommend using a registered postal service and retaining the proof of postage in case we do not receive the goods. We will not be responsible for returned goods being lost or damaged in transit.

We are happy to exchange or refund a product provided it is in fully resalable condition and returned to us within 28 days of receipt (unless faulty or damaged). 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.

Exchanges will be sent out to addresses at the earliest availability along with an email confirmation of dispatch. Refunds will be issued immediately on receipt of the item, subject to the item being refundable and our returns policy being met. Refunds will generally reach an account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company processes the credit. All refunds will be credited to the card originally used for the purchase, except where gift certificates were redeemed, in which case new gift certificates will be issued. You will be sent an email confirmation of your refund. When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply and if you fall below the discount/offer threshold, the refund will be adjusted accordingly. Additionally, any free promotional gift issued with an order must also be returned if you are returning those goods.

None of the above terms affect your statutory rights when goods are faulty or incorrectly supplied nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations.

shopping help

What is VAT?
VAT (Value Added Tax) is the standard sales tax applied to goods within the UK. All prices include VAT (where appropriate), and our VAT number is 926 258 410.

How can I reclaim VAT for my order?
To reclaim VAT, customers should contact our customer care team and request a VAT receipt which they can then submit to HRM Customs and Excise. We do not have the facility to deduct or refund VAT ourselves.

Why do I have to re-enter a user id and password to use the credit card I have on file?
If you are a returning customer with your credit card details on file with us, you are sometimes still asked to provide a user id and password as part of the new 3D Secure method of online fraud prevention. 3D Secure is a fraud deterrent mechanism being adopted by many credit card providers to reduce the amount of fraudulent charges.

How do I use a promotion code or gift certificate?
If you have received a promotional code or gift certificate from Jme, you may apply it to the purchase of goods through the Jme website on the shopping basket page where you see a box titled ‘Promotional Code’. Enter your promotional code or the gift certificate code and then click the ‘Re-calculate’ button. The relevant amount will then be deducted from your total.

Will I receive an order acknowledgement email after purchasing online?
You will receive an order acknowledgement email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email within two hours, please contact us, so that we may confirm whether your order has been placed successfully. Please note that this email does not constitute either a confirmation of the order or acceptance by us of the order. Your contract with us to purchase the goods will not be completed until we send you an email notifying you that your goods have been despatched.

How do I know my personal and credit card details are protected?
When you place your order you are automatically connected to our secure servers using SSL 128 bit encryption. A closed padlock symbol will show at the bottom right of your browser and the url in your browser address window will begin with ‘https://’. This means that your personal and card details are fully encrypted, and remain secure across the internet and after they reach our order processing centre.

When you submit your order at the checkout, your personal information will be encrypted before leaving your computer. This information will remain encrypted until it is received by our secure server at which stage the information you have provided will be verified. A confirmation that your order has been received safely will be displayed on your screen. You will also be emailed an order confirmation.

Are your goods fair-trade or ethical?
Yes, all Jme goods are ethically sourced and we have a direct relationship with either the designer, the manufacturer or both.

Where can I find delivery costs?
Delivery options and costs are outlined in the delivery section of our terms as well as in the shopping basket. When you are on the shopping basket page, you will see a drop down box for UK delivery options as well as a link to view international delivery options.

My credit card number is not being accepted
Check that you have entered your number without any spaces and check that you haven’t mis-typed any of your other card details.