Shipping: Does the parcel require a signature?

Yes. Our parcels are sent by courier who do require the parcel to be sign for. If you will not be available to accept and sign for the delivery, you can leave delivery instructions at the checkout stages. For example, you may request that your parcel is left with a neighbour, or left behind a gate. Our couriers will leave the parcel in a place if they feel that it is safe enough to do so.

Alternatively, in the UK the courier will attempt the delivery three times before you will need to collect the parcel from your nearest depot.

For international deliveries, our courier will attempt delivery once. If they are unable to deliver the parcel, you will be left a calling card so that you can call our courier to rearrange the delivery for a convenient time.

Are customs duties included in the shipping cost?

For delivery to the United States, any customs duties are included in the shipping cost. Once you have placed you order with us there will be no extra charges that you will have to pay before you receive your order.

Customs duties are not included in our international shipping costs. We try to make our shipping costs as competitive as possible, but you may be charged your country’s import duties when your parcel reaches customs. As custom duties are out of our control, we are unable to confirm the financial limits that exempt you from being charged. We are also unfortunately unable to advise what these custom duties may be as these are governed locally and not charged by Janen.

For all international orders we do not charge UK VAT however please do be aware that territorial pricing is applicable with international orders and their recommended retail prices can vary dependent upon the delivery country.


Which couriers do you use?
We use a variety of courier services.

Can I track my delivery?
Yes. You will be able to track your delivery with our couriers once your parcel has been dispatched from our warehouse. You will receive a confirmation email when your parcel has left our warehouse, and this will include your tracking number so that you are able to follow the progress of your parcel.

How much does delivery cost?
The cost of delivery varies from country to country. For the UK the cost of delivery depends on the delivery option that you select and your order total. Please see the information below for the delivery cost to the country of your choice.

For delivery in the UK:
Please contact us for the latest prices.
For all other international deliveries please specify your country.

How long will delivery take?
Delivery times vary from country to country. In order to find the delivery time for your country please select the country of your choice.

Can I have my order shipped overseas?
Yes. We can ship many products outside of the UK. Some products and brands do have delivery restrictions, which will appear on our webpage as “unfortunately this items in unavailable from your location” if this shows on a particular item then we are able to ship this product to you. Some items are also subject to a delivery quotation due to the delivery location however you will be directed to the required page to submit your request at the checkout stage should this be applicable.

Can I have my order delivered to a different address to my billing address?
Yes. If you are placing an order as a gift for a friend (in the UK or overseas), or would like your order delivered to a work address then you may request to have a separate delivery address to your billing address. You may enter the delivery address at the first stage of the checkout procedure. In order to do this you will need to pay by credit/debit card so that you can enter your billing address separately when you enter your payment details. If you choose to pay by PayPal you will need to register the delivery address to your PayPal account as part of PayPal own security restrictions.

If an item is out of stock, can I still order it?
If an item is out of stock, we will clearly show on the product page if this can be ordered and also when we are expecting further stocks to reach us. All of our stock levels are live and please note that products are not reserved until your order has been confirmed.

Can I cancel or amend an order online?
Orders cannot be amended or cancelled online however our customer services team are available 6 days per week via phone, live-chat or email so please do contact us with any requests and we will endeavour to ensure that these are processed for you wherever possible.

Can I order by telephone?
Orders can be placed over the telephone with our customer services team. Our office opening hours are Monday-Friday 09:00 – 17:00  GMT

Which payment options do you accept?
We accept payment via credit/debit card or Paypal online however payment via BACS can also be requested if the order is placed by our customer services team.

What currencies can I pay in?
If the order is placed online via Paypal, the following currencies can be used: GBP, USD, EUR, AED, CAD, AUD, SEK, DKK, NOK, NZD

Is the ordering process secure?
Yes; at Janen 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.

Can I order without registering?
Yes; at Janen it is our policy to make your shopping experience as quick and easy as possible. We do not require registration but should you wish to do so at the end of the checkout process you may. We do not retain any payment details and we only keep your delivery information.

Can I have my order gift-wrapped?
Yes. At Janen we offer a luxury gift wrapping service. If your items are suitable for this service they can be wrapped in a luxurious black crocodile textured paper; each parcel is then tied with an embossed cream satin ribbon and you will have the option to select this service at the checkout stage and include your own personalised message.

Do you offer a price-matching policy?
At Janen, we always follow our brands recommended retail prices to ensure that we are offering competitive pricing however should you find any products featured on our website at a lesser price with another retailer, please contact our customer services team and we will look into this for you.

Returns Policy
How long do refunds take?
Refunds will normally be credited to your original method of payment unless your refund is being processed outside of our 14 days returns period. Most payment providers will fully process the refund within 5 working days but it depends upon the individual product policy.

Can I exchange items?
Whilst we do not currently have an exchange policy in place, we do have a 14 days money back guarantee to allow you to return any unsuitable items to us for a full refund and a new order can then be placed online or with our dedicated customer services team.

How do I return items?
If you wish to return any items to us, you can log into your account to create a returns reference or alternatively you can contact our customer services team and they will process this for you. All items, must be returned to us in an un-used, releasable condition in both their product and outer packaging. You can view our full returns policy

Account – Can I sign up/unsubscribe to emails?
You can choose to sign up to our newsletter by following this link – www.Janen.co.uk
Should you wish to unsubscribe from our newsletter at any time, please contact our customer services team and we will process this for you.

How do I change my email address?
Our dedicated team can update your email address for you, please contact the customer services team for this to be processed. Please send an email from your existing account detailing your new email address or alternatively an email can be sent from your new account detailing your billing information that is linked to your Janen account so that we can verify this for security reasons.

Help! I’ve forgotten my password
If you have forgotten your password that is linked to your Janen account, you can simply go to the log in page and select “forgotten password” From here, you will be asked to enter your email address that is linked to your account and you will receive an email containing a link to re-set your password.

How do I contact customer services?
We have three forms of contacting our customer services department.

You may call us by telephoning us.

You may use our instant messaging service and you can chat online with a member of our customer services team by selecting the option in the bottom right hand corner of your screen when on the Janen website.

You may also email us at customerservices@Janen.co.uk

Our offices are open 9AM-5PM Mon-Fri. You may of course contact us outside of these times and we will aim to get back to you within 24 hours.