FAQ – Frequently Asked Questions
WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
If you’re missing part of your order, it’s 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 quite large.
Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.
If you have only been sent one dispatch email and haven’t received all of your items please
CAN I CANCEL MY ORDER?
To make sure you receive your new ASAP, we’ll start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel or edit it.
If something additional is needed asap such as a different size or colourway, please place a new order for this and return the unwanted items back to us.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We’re sorry to hear that you’ve received an incorrect or faulty item. So we can get this sorted for you, please drop us an email with the following info:
- Your name
- Your order number
- Product name & code (if possible)
- Picture of the fault / incorrect item
CAN I EXCHANGE AN ITEM?
Unfortunately we don’t offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we’ve received your unwanted items.
WHAT ARE MY DELIVERY OPTIONS?
Delivery Option Delivery Times Delivery Costs
UK Saver Delivery 3 – 5 Working Days £3.99
UK Next Day Order by 10pm Monday to Friday, 9:30pm on Saturday or before 10pm Sunday to receive your order the next day. £5.99
UK Nominated Day Delivery* Delivery is on a selected date, you can choose a delivery day 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
Standard International 5-10 working days (Excludes Sat/Sun) £6.99
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
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 can only be returned if the hygiene seal has not been peeled off
- Shoes must be tried on indoors.
- Items must have all tags attached.
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 parcels. Please return unsuitable items in their original packaging.
WHAT DO I DO IF MY PRODUCT IS FAULTY?
Sorry you have received a faulty item! So we can get this sorted, please contact us with a picture of the faulty item and your order number using one of the methods you
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 haven’t received a refund and it has been more than 14 days UK (30 days international) since you posted your returns then please contact us with a picture of your proof of postage receipt.
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. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.
HOW DO I USE A PROMOTIONAL CODE?
- Enter your promotional code into the “Coupon Code” box at checkout.
- Hit “Use”
- If your code has been applied a pink tick will appear and display your savings.
- If your code is a delivery code and your saving is showing as £0.00 then 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, then unfortunately you are in a postcode exception 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 let you know if they are switched off.
- Promotional codes are not applicable to beauty, sale (red prices) or premium items, unless otherwise stated.
MY PROMO CODE ISN’T WORKING
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:
- All codes have an expiry date you know. 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. Codes cannot be used on these.
- Make sure you are entering the code in capital letters and without any spaces. This is super important!
- Make sure you are not trying to apply more than one promo code per order.
- Make sure you have selected the relevant delivery method, if your code is a delivery discount.
- Some promotional codes only apply to certain items e.g. new in/hotlist. If you received your code on email, the full details of the items the code is applicable on will be included.
- 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.
- Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.
- Calling all students – get 15% off your order! Simply register with Student Beans here to verify your student status and get your student discount today!
WHY CAN’T I FIND AN ITEM THAT WAS ADVERTISED?
Oh no! This is probably because our advertised products usually sell out very quickly so it may be that they are no longer in stock! But please keep an eye on our Back In Stock section as we are constantly updating it!
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!