FAQS – Frequently Asked Questions

PRODUCTS

It is advised that when shopping online, you need to know your measurements. We all know that sizes vary depending on the brand or country (e.g. European sizes vs American sizes). We recommend that you take a measuring tape and take note of your bust, waist, hips and inseam. You can have your local tailor do it for you if you want.

We have a sizing guide to assist you in ordering the correct size, this will also help you determine how to convert your size.

We aim to get clothes that fit easily. Please check the material and cut of the clothes you are purchasing. If it is a fitted item, you may wish to consider buying one size up, although we aim to tailor our clothing to size.

Our customer service representatives are happy to assist you with your purchase via email, on the phone, or on social media.

  • WILL YOU BE GETTING MORE STOCK?

Our popular items can sell out quickly as we are all about FAST fashion.  In the meantime, why not browse through our Back In Stock category!

ORDERS

  • WHERE IS MY ORDER?

All dresses and outfits are customised.  The expected timescale for this will be given at the time of purchase.  Please allow an additional 7 days to allow for postal delays.

  • HOW DO I TRACK MY ORDER?

You will be notified of tracking details after purchase.

  • WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

If you are missing items in your order, it is possible it could have been sent in more than one parcel.  If this is the case, you will have received one dispatch email per parcel.  This is likely to be the case if your order is large.

Please also check the invoice inside your parcel bag.  This will detail which items should be in the parcel.

  • WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

In the unlikely event that you have received an incorrect or faulty item, please contact us via email with the following information and we will be happy to rectify this:

  • CAN I CANCEL MY ORDER?

In order to ensure that you receive your item swiftly, we will start processing your order as soon as we receive it.  This means that once your order has been placed, unfortunately, you will be unable to cancel or edit it.

If something additional is required urgently, such as a different size or change of colour, please place a new order for this and return the unwanted items back to us.

  • CAN I EXCHANGE AN ITEM?

Unfortunately, we do not offer an exchange facility as all of our items are customised and made to order.

PAYMENTS, PROMOS AND GIFT CARDS

HOW DO I USE A PROMOTIONAL CODE?

  • Enter your promotional code into the “Coupon Code” box at checkout.
  • Hit the USE button.
  • If your code has been applied, a pink tick will appear and display your saving.
  • If your code is a delivery code and your saving is showing as £0.00, please check you have the relevant delivery option selected for the code.
  • If your code is for next day delivery and you cannot see this option, unfortunately you are outside of our delivery area and are not eligible for next day delivery.
  • If you see red text saying ‘Invalid coupon code’, check out our promo troubleshooting steps below.
  • Only one promotional code can be used per order.
  • Promotional codes may be switched off on site during busy periods – but we will always notify our customers of this.
  • Promotional codes are not applicable to beauty, sale (red prices) or premium items, unless otherwise stated.
  • MY PROMO CODE IS NOT WORKING.

I have entered a promo code into the ‘coupon code box’, clicked ‘use’ but getting an ‘invalid code’ message in red text?   Check the below helpful tips and FYIs before getting in touch:

  • Please note that all codes have an expiry date.  Please check the email in which you received the code to confirm how long you have to use it.
  • Check you do not have any sale (red prices), beauty or premium items in your basket.  Unfortunately, codes cannot be used on these.
  • Make sure you are entering the code in capital letters without any spaces.  The website is case sensitive.
  • Please ensure that you are not trying to apply more than one promo code per order.
  • Make ensure that you have selected the correct delivery method if your code has a delivery discount.
  • Some promotional codes can only be applied to certain items, e.g. new in/hotlist.  If you have received your code via email, the full details of the items the code is applicable to will be included.
  • Any items that are already on sale (red prices) will be excluded from any further discount via promo code (unless otherwise stated).
  • If you want to change the code on your order, press the ‘Change Code’ button under the pink tick on the delivery page during checkout.
  • Promotional codes are country specific, so if you are given/find a code check this is relevant for the country you have ordered from.
  • Some of our codes are single use only, if you have used the code before and it is now showing as invalid, please check the terms of the code to confirm if it is single use.
  • STUDENT DISCOUNT

All students – get 15% off their order.  Simply register with Student Beans here to verify your student status and get your student discount today!

DELIVERY

  • WHAT ARE MY DELIVERY OPTIONS?
DELIVERY OPTIONSDELIVERY TIMESCOST 
UK Saver Delivery3 to 5 working days£3.99 
UK Next Day Delivery Order by 10pm Monday to Friday, 9:30pm on Saturday or before 10pm Sunday to receive your order the next day.Next Day£5.99 
UK Nominated Day DeliveryChoose a delivery date of your choice up to 10 days in advance (excluding next day delivery and Bank Holidays).  Postcode restrictions apply.£5.99 
UK Next Day Evening Delivery*

Next working day (if ordered before Midnight. Postcode restrictions apply)£7.99

Please note estimated shipping times include processing time at the warehouse and are calculated from the date the order is placed.  You may receive a next day delivery dispatch email as late as 12:30am on the day your delivery is expected.

RETURNS AND REFUNDS

  • WHAT IS YOUR RETURNS POLICY?
    • Items must be returned within 14 days of receipt.
    • Items must be unworn and unwashed.
    • Pierced jewellery cannot be returned for health and hygiene reasons.
    • Underwear and swimwear cannot be returned
    • Shoes must be tried on indoors.
    • Items must have all tags attached.
  • HOW DO I RETURN AN ITEM?

All returns must comply with the JTAphrique Returns Policy.

Please notify us at Email: jtaphriqueevent@hotmail.co.uk with :-

  • Your name
  • Your order number
  • Product name & code (if possible)
  • Brief reason for the return

Please return the item in its original packaging and a refund will be issued once we have received your unwanted item.

  • HOW LONG DO I HAVE TO RETURN AN ITEM?

For UK & ROI customers, you are able to return unsuitable items within 14 days of receipt.  For all international customers, please return unsuitable items within 28 days of receiving your parcel.  Please return unsuitable items in their original packaging.

  • WHAT DO I DO IF MY PRODUCT IS FAULTY?

In the unlikely event of a faulty item, please contact us with a picture of the faulty item and your order number.

  • HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We aim to process and refund your return ASAP, but on occasions it may take up to 14 days/UK, 21 Days/International for your return to be processed, and a further 7 days for the refund to reach your account.

Please check your account as the refund will show under JTAPHRIQUE or, and may show on the date of your original purchase.

If you have not received a refund and it has been more than 14 days/UK, 30 days /international, since you posted your returns, please contact us with a picture of your proof of postage and receipt and we will look into this for you.

  • HOW CAN I TRACK THE STATUS OF MY RETURN?

As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

  • DO YOU REFUND THE DELIVERY CHARGE?

Unfortunately we do not refund postage/shipping charges on any orders.

  • CAN I EXCHANGE AN ITEM?

Unfortunately, we are currently unable to process exchanges.

TECHNICAL PROBLEMS

If you are experiencing technical problems with our site, please contact us at Email: jtaphriqueevent@hotmail.co.uk and we will try to resolve this as quickly as possible.  Please allow 48 hours for a reply.

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