FAQ

Delivery

Can I change my delivery address after I've placed my order?

We can’t guarantee that we’ll be able to make the change but we will check to see if it’s possible. Please email us with the updated details along with your order reference number.

Do you offer free delivery?

No, we don't currently offer free delivery.

I’ve tracked my order with your delivery partner and it said it had been delivered but I don't have it?

Please email us with your order reference number and we’ll get in touch with our delivery partner to find out where your order is.

Will my items be delivered together?

We’ll always try to deliver items that you’ve ordered together but there are times when we’re not able to. Some items, like our made to order products, take longer to ship so, if you order these alongside items that we hold in stock, your order will be sent in separate parts.

Can I delay the delivery of my order?

Yes, please contact us here or send us an email with your order reference number. Provided your items haven’t already been sent, we won’t hand them over to our delivery partner until you’re ready to receive them.

Do you offer a click and collect service?

Unfortunately we don’t currently have a click and collect service available.

What happens if my order arrives damaged or faulty?

We always check our items before we send them to you because we want you to love them as much as we do. If they arrive in less than perfect condition, please contact us here or email us with your order reference number and we’ll investigate what happened.

What if I receive an incorrect item?

If you receive an item that you didn’t order, please let us know as soon as possible so we can get the correct items out to you as soon as we can.

Why have I only received part of my order?

If you order products that we hold in stock along with items that are made to order then you may receive them in separate deliveries. We’ll always let you know when a product has been dispatched and you’ll be able to track it through your Jenny Kate account, too. If there’s been a mistake, please get in touch and we’ll look into it for you.

I’ve not received my delivery within the specified time period, what should I do?

Please email us with your order reference number and we’ll be happy to provide an update.

I’ve returned my order, will you refund my delivery?

Unfortunately, we don’t offer a refund on delivery charges, only on the items that are being returned.

How do I know when my delivery will arrive?

When you place an order through our website, we’ll ask you to create an account with us. You’ll be able to log in to track your order and check your estimated delivery date.

Which courier do you use?

We work with several different delivery partners. You’ll be able to check which company will be shipping your items on your order confirmation.

Payments

When will you take payment for my order?

If you’re a personal customer, payment will be taken when you complete your order through the website. For trade customers, we’ll send an invoice after your order has been confirmed.

If the amount on my gift card isn’t enough to cover the total value of my order, can it be used as part payment towards the total?

Yes, of course. You’ll be automatically directed to pay the remainder of the balance when you check out.

Can I pay by cheque or purchase order?

Unfortunately, we won’t be able to accept either cheques or purchase orders from either personal or trade customers.

I’m ordering from outside the UK, will I be charged customs and import duties?

We can’t guarantee that your order won’t be subject to customs charges or import duties. We’d recommend checking with the relevant authority in the country you are shipping to.

Do your website prices include VAT?

Yes. All of our prices include VAT at the standard rate of 20%.

Can I get a VAT refund for items I’m exporting outside of the EU?

Once you’ve placed your order and it’s confirmed, we’ll provide you with an invoice that will specify the amount of tax that you’ve paid on your items. This can be used as proof of purchase to reclaim VAT.

How is VAT charged?

VAT is charged at the standard rate of 20% in line with UK government legislation.

Products

Can I order a fabric sample?

Yes, fabrics samples will be available to order in March 2019 at the same time as our products.

How long will my made-to-otrder items take to produce?

This will depend on which item you're ordering, as each one has a different production time. Please check the product description on the website for more information.

Do you sell gift cards?

Yes, they’ll be available to purchase through the website in March 2019, at the same time as our products.

How do I find out the balance on my gift card?

You can view the balance on your gift card by logging into your Jenny Kate account.

I’d like some more information on products?

All of the information about our products is available on the website but, if you can’t find what you’re looking for, please get in touch.

Will my item be exactly the same colour as shown on the website?

There will always be some colour variation from screen to screen but we always make sure that our product images are as true to life as possible. If you’d like to make sure you love the colour before you order, please contact us to order a fabric sample.

Can I buy replacement cushion pads or covers separately?

No, our cushion pads and covers are only sold together.

Does your lighting come with bulbs?

Our standing floor lamp, part of the collaboration with Mooremaking, comes with a Phillips smart bulb. You’ll find more information about this on the product page.

What types of bulbs can I use with your lighting?

Please check the individual product page for more information on which bulbs can be used in our lighting.

Do your products come with a warranty?

No, our products are not covered under warranty.

Are your materials ethically sourced?

We always do our best to ensure that we source our materials and products in an ethical way. Where possible, our products are made in the UK so that we can ensure the designers and makers who bring them to you receive a fair wage and that all waste material is disposed of properly.

Where are your products made?

Both at home and abroad; some of our products, including those that are made in collaboration with other designers are produced in the UK, while others are made overseas.

Do you offer gift wrapping?

We don’t offer a gift wrapping service but we always make sure that each product is wrapped with love and care before it leaves us.

Returns, Refunds and Exchanges

How do I return an item?

We hope you love your new products but, if you’d like to return an item, please get in touch to let us know. Once you’ve sent the item back, we’ll refund your original payment method.

How do I exchange an item?

If there’s something that you think you’ll love more, please email us to let us know and return the original item to us. We’ll sort the rest to make sure you get your new product as soon as possible.

What is your returns policy?

We must receive your items within 14 days in order for us to process a refund. We cannot accept damaged or used products unless they were damaged while on their way to you.

Where should I send my returns?

Please contact us before returning your items so that we can provide you with the details of where to send them.

Are there any items that I can’t return?

We are unable to accept returns on any products that are made-to-order as these were made especially for you.

How will I know when you’ve received my returns?

We’ll send you an email to confirm once we’ve received any item(s) that you’ve returned to us.

Do you refund delivery charges?

No, we only refund the value of the product that you have purchased.

How long will it take for you to issue a refund?

Refunds on returns are issued within 14 days. If it has been more than 14 days since we emailed you to tell you we’ve received your items, please get in touch.

How do I return an international order?

Please post the item back to us and we’ll refund your original payment method.

Do I have to pay for return postage?

Yes, you’ll need to cover the cost of sending items back to us either from the UK or abroad.

What if I want to exchange my item for something of a different value?

If the price of the new item is lower, we’ll apply a credit to your account. If the new item costs more, you will be charged the difference.

Can I return/exchange an item that was given to me as a gift?

Items received as a gift can be exchanged as long as you can provide us with the original order confirmation. Please be aware that we can only refund the cost of an item to the person who originally purchased it.

Can I return an item to you that I purchased from one of your stockists?

If you’ve purchased an item from one of our stockists it must be returned to the store they were bought from.

What do I do if I’ve missed the returns deadline?

We can only accept items that are returned to us within 14 days of receipt but, if there are extenuating circumstances which mean you can’t make the deadline, please email us.

How will you issue my refund?

We’ll issue your refund to the original payment method used when you placed your order.

Will I be refunded the full value of my order?

We’ll refund the full value of any items that you have returned to us.

What do I do if my item is faulty?

We always do our best to make sure that items are packaged carefully so they reach you in perfect condition. If your item doesn’t reach you in the condition that it should, please contact us so that we can investigate the issue.

Ordering

Where is my order?

We’ll keep you up to date on where your items are through your Jenny Kate account. Tracking information will be available after your order has been confirmed in the ‘My Orders’ area.

How do I place an order online?

Add the products that you’d like to purchase to your basket then, when you’re ready, follow the checkout process.

Can I place an order over the phone?

We can only accept orders from trade customers over the phone. If you are a personal customer, your order will need to be completed online.

How do I cancel an order?

We hope you’re looking forward to receiving your new items but, if you’d like to cancel your order, please email us to let us know.

Can I change my order once it’s been confirmed?

Usually it isn’t possible to change your order once it has been confirmed but if you’d like to make any changes, please get in touch.

Do I need to set up an account with you to place an order?

No, you can check out as a guest, but creating an account will let you track your order and stay up to date with where your items are.

Can I order from outside of the UK?

Yes.

I need to place a large trade order, who do I contact?

We have a dedicated area of the website for our trade customers. Please set up an account and you will be able to place your order from there.

Can I see your terms and conditions for ordering online?

Of course, you can find them here.

Will you send me an order confirmation?

Yes. Once you’ve placed your order, we’ll send you an email confirmation.

Will you let me know when my order has been dispatched?

Yes, we’ll send a dispatch confirmation to let you know that your items are on the way.

I’ve just ordered a made-to-order item. What happens next?

Each made-to-order item has an estimated production time that you’ll find on the individual product page. Once your item has been made, we’ll send you a dispatch confirmation to let you know that it’s on its way.

Can I track the progress of my order?

Yes, we’ll keep you up to date through the ‘My Orders’ area of your Jenny Kate account.

Who do I contact if I have a query with my order?

Please send us an email or get in touch with us here.

I’m having trouble ordering through the website, can you help me?

If you come across any issues while trying to place an order, please send us an email or get in touch with us here.

Why has my payment method been declined?

If you are unable to make payment, please get in touch with your payment method provider.

I’ve received my order but an item is missing, what should I do?

If you think something hasn’t arrived that should have, get in touch with us here or send us an email. Please bear in mind that if you’ve ordered products we hold in stock, and made-to-order items at the same time, the made-to-order items will take longer to arrive.

I’ve received the wrong item, what should I do?

Please let us know straight away and we’ll get the right item out to you as soon as we can.

My order is damaged, what should I do?

We always package our products carefully so that they’ll arrive in perfect condition. If any of your items are damaged when you receive them, please let us know straight away so that we can look into what’s happened.

I haven’t received my order confirmation email from you.

If your order confirmation hasn’t arrived, please check that it hasn’t fallen into your spam folder. If it isn’t there either, please get in touch with us here or by sending us an email and we’ll check to see if we’ve received your order.

Website

What are your website Terms & Conditions?

Our website terms and conditions are available to view here.

How do I unsubscribe from your emails?

We’ll be sad to see you go but, if you do really want to leave us, you can click here to unsubscribe.

How do I sign up for your emails?

If you’d like to sign up to our mailing list, please click here, we’re looking forward to meeting you!

I’ve forgotten my password and can’t log into my account, can you help?

Please click ‘forgotten password’ on the account sign in page and a new password will be sent to your registered email address.

How do I update my details?

You can change details including your contact number and delivery address by logging into your Jenny Kate account.

Does anyone else see the information I provide to you?

No. Any information you share with us won’t be shared with anyone else.

I’ve got a complaint, who do I get in touch with?

If there’s anything that you’re unhappy about, we’d love the chance to put it right. Please send us an email letting us know what happened or get in touch here.

How can I get in touch with you?

If you have any queries about our website or products, please get in touch with us here or by sending us an email.

Can I reserve items that are out of stock?

Depending on what the item is, it may be possible to order a product that is out of stock. Please contact us here or send us an email letting us know which product you’re interested in.

How do I apply a discount code?

Discount codes can be applied in your basket, before you check out and complete your order.

Can I use more than one voucher code on a single order?

You’ll only be able to apply one voucher code to any single transaction, however your discount code can still be used if you’re paying with a gift card.

What type of information will you collect about me when I use the website?

When you visit our website, we collect information that you volunteer (for example, your name and address if you open a Jenny Kate account) and anonymous analytics data. For more information, please see our website terms and conditions.

How will you use my personal information?

We collect information so that we can use it to make our products and our company better for you. We are committed to making sure that any information that we hold about our customers is stored securely and will never pass your information on to any third parties.

Can I access the information that you hold about me?

Yes, of course. All of the information that we hold about you is available to view in your account area.

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