FAQ & HELP

PLACING YOUR ORDER

How do I place an order?

Placing an order is easy. Simply select your currency from the country flags at the top of the website and just click on the buy or add to cart button on any product and follow the simple step-by-step process through to checkout. Please note that UK customers can only order from the UK site and Republic of Ireland Customers can only order from the Republic of Ireland Site.

If you’ve not already registered with us, you will need to create a new login. To do this, you will need to enter your email address and to create a unique password to access your account.

If you prefer not to order online, or have problems with online checkout, you can contact us by phone and place the order with one of our customer service team direct by calling 0808 206 0600.

Do your product prices include VAT?

Yes, as we're based in the UK, all prices on our website are inclusive of VAT.

I've found an item cheaper on another site - do you price match?

JML has an everyday low pricing policy and we always keep a close eye on other retailers and online shopping sites to ensure our prices are always competitive. It is inevitable, however, that in such a dynamic market as the internet, there will be some shopping sites promoting JML products cheaper than we do, as well as some sites which sell JML products for more than we do.

We cannot always price match, but we can guarantee that you will always receive genuine JML products, along with specialised product-specific customer service and a free 30-day money back guarantee with every purchase.

How do I know my order has been successful?

After you’ve completed checkout, you’ll be sent an email to confirm that we have received your order. Within 48 hours you should receive a second email, to confirm that your order has been prepared and made ready for dispatch.

What do I do if the item I want is out of stock?

If a product is out of stock you can request an email notification to let you know when we have new stock available.

If I change my mind, can I cancel or alter my order?

To cancel your order, you must contact customer services in writing via email or letter as soon as possible. It is very difficult to cancel an order once it has been dispatched from our warehouse.

For legal or hygiene reasons there are a small number of products that can’t be cancelled. You will not have any right to cancel a purchase for the supply of any of the following goods: 

For the supply of goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. 

For the supply of audio or video recordings or computer software if they are unsealed by you.

MY ACCOUNT

How do I register for an account?

On the top right corner of the page you should be able to see a Login/Register link. Click on the link and you will be invited to create an account, if you do not already have one. Your username will be the same as your email address; you will then need to create a password.

What happens if I forget my password?

If you forget your password, don’t worry, we can email it you. On the Login/Register page, just right of the password box, you’ll see a “Forgotten Password?” link. Click on it, and enter your email address on the next page. An email will be sent to your address with your password details.

How can I change my password, address and other personal details?

When you log-in to your account, you’ll notice a number of links on the left hand side. Options to change your personal details and your password are all listed there.

Are my personal details safe?

JMLdirect.com is Tier 1 PCI DSS certified – a security standard which ensures the highest level of available protection for private data used by a website. Tier 1 PCI DSS certified websites undergo regular independent tests to ensure your data is protected and not vulnerable to theft.

We comply fully with the Data Protection Act 1998 and will never share your personal data with a third party without your full consent. You can find out more on our Security and Privacy page.

PAYMENT

What methods of payment do you accept?

We accept most major debit and credit cards including Visa Credit, Visa Debit, MasterCard, Switch/UK Maestro, and Solo cards. You can also pay online via PayPal.

Do you accept payment via cheque?

We no longer accept payments by cheque.

When is payment charged to my credit or debit card?

As soon as you have finished placing your order your card is pre-authorised. We don’t actually take payment until your order has been dispatched and is on its way to you. If, for whatever reason, your order cannot be dispatched immediately, we will not take payment until it is actually ready to send to you.

Do you save my debit or credit card details?

If you are a regular customer, you can choose for us to save your card and debit card details. This will make it much quicker for you to purchase items in the future. However, if you choose not to have your card details saved, they will be deleted once your transaction has been completed.

What do I do if I have a promotional code or a gift voucher code?

If you have a gift certificate or a promo code, you can enter it just below your order summary on the Shopping Basket page. Alternatively, you can enter it on the Payment page, just before you enter your card details.

If I have a gift voucher, do I have to spend the full amount on one single transaction?

No, if you don’t spend the full amount of your gift voucher in one single transaction, any remaining voucher credit will be stored on your account. The remaining credit will automatically be deducted from your next purchase. You can check your gift voucher credit any time by logging into your account.

What do I do if my payment is declined?

Please check your card details in your account to make sure the information is correct, e.g. the expiry date or your billing address.
Make sure that you enter the security code correctly - the three digit number on the back of your card.
Your payment may have been declined by your bank - please check this with your bank.
If you've checked all of the above, we suggest you try paying with another card.

DELIVERY

How much does delivery cost?

	Order value	Cost of delivery	Delivery
*Standard UK Delivery	£0.99 - £49.99	£3.95	Delivery within 4-5 working days
	£50.00+	FREE
**Next Working Day UK Delivery	£0.99 - £49.99	£6.95
			**Exclusions apply
	£50.00+	£4.00
Eire (Republic of Ireland)	All orders	€8.95	Order by 2.30pm for delivery within 4-5 working days

*A small number of products may require an additional postage cost due to the size of the parcel or other special considerations. If any additional fees are applicable then this will be made clear at checkout before you complete your order.

**Next working day delivery is not available in the following locations: Aberdeen (AB 30-35, 41-54), Northern Highlands (AB 36-38, 55-56), FK (17-21), HS (1-8), IV (All), KW (0-14), PH (15-32, 34-48), Eire (Republic of Ireland) (EI (ZZ75) (All)), Glasgow (G 83), Guernsey (GY 9), Oban (HS 9, KA 28, PA 20-99, PH 33, 49-99), Isle of Man (IM (All)), Arran (KA 27), Orkney Shetland (KW 15-99, ZE (All)) and Cornwall (TR 21-25).

We do not deliver to BFPO addresses.

Orders can only be delivered to the country of the customer’s billing address.

How long will standard delivery take?

We aim to deliver all products within 4 - 5 working days. On rare occasions delivery may take a little longer; if you have not received your items within 14 days of you placing your order, please contact our customer service team.

Do you offer next working day delivery?

If you have placed your order before 2.30pm on a working day (Mon to Fri excluding Bank Holidays) we will deliver the next working day. If an order is placed on a Friday before 2.30pm and next working day is selected, we will deliver on the following Monday.

Next working day delivery excludes the following locations: Aberdeen (AB 30-35, 41-54), Northern Highlands (AB 36-38, 55-56), FK (17-21), HS (1-8), IV (All), KW (0-14), PH (15-32, 34-48), Eire (Republic of Ireland) (EI (ZZ75) (All)), Glasgow (G 83), Guernsey (GY 9), Oban (HS 9, KA 28, PA 20-99, PH 33, 49-99), Isle of Man (IM (All)), Arran (KA 27), Orkney Shetland (KW 15-99, ZE (All)) and Cornwall (TR 21-25) and BRPO addresses. Find out more about the benefits of using this service. 

Do you deliver to Aberdeen, Northern Highlands, Republic of Ireland, Glasgow, Guernsey, Oban, Isle of Man, Arran, Orkney Shetland or Cornwall?

We do not deliver to the following locations with the following postcodes: Aberdeen (AB 30-35, 41-54), Northern Highlands (AB 36-38, 55-56), FK (17-21), HS (1-8), IV (All), KW (0-14), PH (15-32, 34-48), Eire (Republic of Ireland) (EI (ZZ75) (All)), Glasgow (G 83), Guernsey (GY 9), Oban (HS 9, KA 28, PA 20-99, PH 33, 49-99), Isle of Man (IM (All)), Arran (KA 27), Orkney Shetland (KW 15-99, ZE (All)) and Cornwall (TR 21-25) and BRPO addresses.

Do you deliver to the Republic of Ireland?

Yes, we do deliver to the Republic of Ireland; please visit our Irish website to see our prices in Euros. For more information, please call our Irish customer service centre, on 041 978 0001.

Do you deliver internationally?

Although a number of JML products are available worldwide, we regret that we cannot currently post orders to international destinations.

Is my signature required to accept delivery?

With the exception of some smaller items, most orders will require a signature upon delivery.

What happens if I am not at home when you deliver?

If you are not able to sign for your order when it arrives, the courier will put a delivery card through your letterbox, which will include details on how to rearrange delivery, or where you can collect your order in person.

If the order is not delivered, or collected in person, it will be returned to JML.

My delivery has not arrived, what should I do?

If you do not receive your order within 14 days of you making your purchase, please contact our customer service team on 0800 781 7831 FREE.

RETURNS

For further information on our returns policy and your 30-day free guarantee, please visit our Returns page and our Terms & Conditions page.

What do I do if I am unhappy with my purchase?

If for whatever reason you are unhappy with your purchase, we can provide a refund under the terms of our 30-day money back guarantee. However, you must keep all the product packaging, including the instructions and the product must be returned in a saleable condition. Please re-pack your item, along with the dispatch note. This will help us to process your order. And please post it back to us. Please be aware, you will be responsible for paying returned postage costs, unless your item is faulty.

Please contact customer services if you wish to return your items.

Nothing in our 30-day money back guarantee policy or this section affects your statutory rights. For example, you have a right to claim a repair or replacement of goods for up to 6 years from the date of purchase (5 years in Scotland) if your goods were not of satisfactory quality or fit for their purpose on the date of purchase. If you make a claim during the first 6 months, and we reject it, it's up to us to prove the goods were of satisfactory quality or fit for purpose at time of sale. After 6 months, it's up to you to show that the product had a fault or defect when it was sold. If you ordered via telephone or internet you have the right under distance selling regulations to cancel your order and receive a refund for home delivered items under our JML Guarantee of 30-day money back guarantee.

 

What do I do if I've lost my product instructions?

If you lose your instructions please contact Customer Services who can supply you with a new set. If you require MSDS information relating to any products we can provide this on request.

Please contact customer services if you require a new set of instructions.

What should I do if I have received damaged or incomplete goods?

If you are cancelling because there is a fault with the product, clearly state the details of the fault. We will meet the cost of returning the product or products to us if the goods are faulty or incorrect. For all other cancellations, you must return the goods to us at your cost.

What types of products cannot legally be returned?

IS THERE ANYTHING I CAN’T RETURN?

For legal or hygiene reasons there are a small number of products that can’t be returned. You will not have any right to cancel a purchase for the supply of any of the following goods:

For the supply of goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

For the supply of audio or video recordings or computer software if they are unsealed by you. 

For the supply of cosmetic goods if they are unsealed by you.

The statutory right to cancel will not be affected by the additional 30-day money back guarantee.

If you are unsure whether your item can or cannot be returned, please contact customer services for more information.

Where do I post items that I want to return?

If you are returning items to us, please post them to the following address: 

JML 
East Side 
Port of Tyne Authority 
Tyne Dock 
South Shields 
Tyne and Wear 
NE33 5SP

Can I return a JML product bought from a high-street store?

If you have bought this from a high street store such as Asda or Wilkinsons etc you would need to contact JML Customer Service who would advise you of the correct procedure for the return as various policies apply.

PRODUCT INSTRUCTIONS

We understand that sometimes you may mislay your instructions booklets, so you can find and download them again on the product pages.

You will need to have Adobe Acrobat Reader installed to view these documents.