We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features: Authentification - this assures your browser that your data is being sent to the correct computer server, and that the server is secure Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server Data Integrity - this checks the data being transferred to ensure it has not been altered Our Guarantee...

In the unlikely event that your card is used fraudulently, your bank or card issuer cannot hold you liable for more than £50.00 of fraudulent charges. If for any reason your bank or card issuer does hold you liable j-lou.com will cover you for the liability up to the full £50.00, provided the unauthorised use of your card resulted through no fault of your own from purchases made at j-lou.com whilst using the secure server. In the unlikely incidence of unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.
 
When Will I be Charged?
When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

Question about Delivery Charges and Destinations.

Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.

Do you deliver to my country?
We deliver to most major countries. Please note, we will contact you if this is not posssible.

Why do you no longer deliver to my country?
Unfortunately we no longer deliver to the Middle East, most of the Far East and certain other countries. This was a business decision based on costs and we thank you for your past custom.

Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.

I'm having problems using your site.

During registration, I can't get past the 'find address' part.
If the pop-up window appears to freeze it is likely that your Internet Browser is not fully up to date and we suggest running Microsoft's Windows Update to install the latest updates. Click here to see how to run Windows Update.

My email address/password is not recognised.
Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site. Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page. If these are not successful or you have other email address or password related problems please contact customer care with your query.

I'm having trouble with my basket.
The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the j-lou website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us, for an explanation of cookies click here. For help with enabling cookies click here. If you are sure you have already enabled cookies perform a simple test by clicking here.

If these problems persist please contact customer care. We will then instruct our Website Development team who will sort out the problem. Website Design and Search engine Optimisation is all organised by webserve development. Using very talented specialists to keep our Online ecommerce Store competing with the Larger retailers.

I am told that my card has expired, even though the expiry date is in the future.
This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

I'm getting lots of pop-up ads when viewing your site.
j-lou does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as spyware doctor available from www.download.com

I have just placed my order...Can I change my order?
This will depend on the status of your order. If your order status is 'Awaiting Dispatch' then it may be possible to amend it.

Please note that we can only:
Change size and colour options Cancel items from your order or cancel your entire order Change delivery details

Unfortunately it is not possible for us to:
Add items to your order Upgrade your order from Standard Delivery to Next Working Day Delivery
To change your order please contact customer care with your Order Number and include details of the amendment(s) required. Customer Care will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.

Can you confirm you've received my return?
we will confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.

If it has been more than 3 working days since we received your return please contact customer care

Can I cancel my order?
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from j-lou.com, for a refund, we do subtract the £4.95 per item for p&p to restock the item as this was included in the original price.buy purchasing the item/s you are accepting our policy. This does not apply to items that cannot be returned for hygiene reasons, and have been unsealed. These items are clearly marked with a (x) next to the product name.

Order cancellations must be made in writing, quoting your order number, within 7 days to Customer Care.

Please note before you contact us: Discounts apply to online orders only, and cannot be applied to previous purchases, redeemed for cash or used in conjunction with any other discounts or promotional offers.

My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will be sent to the billing address so if the order is a gift the recipient will not see how much was spent on the order.

'You haven't replied to my query'
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please contact customer care stating your secondary email address or a family member's or trusted friend's email address. Please include your Name, registered j-lou email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

Where is my order?
Standard Delivery Orders
We aim to deliver Standard Delivery orders within 1 working day. Please not that this means your order may appear as 'Awaiting Dispatch' for 1 working day after your order is placed, especially at busier times of the year, such as Christmas.
• Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service.

• Once your order is displayed as 'Shipped' please remember to allow 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Shipped' before contacting us.

• For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information. If you have followed the instructions above and still have not received your order, please contact customer care with your query and order number.

Next Working Day Orders

We can track your Next Working Day Delivery order directly from the Courier's website. If you are expecting delivery of your order today (i.e. your order was placed before 1.00pm on the previous Working Day (Monday-Friday, except bank holidays)), please allow for delivery to take place up to 5.30pm. the courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post.
If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot. If you have followed the instructions above and still have not received your order, please contact customer care with your query and order number and we will track down the location of your item. we are always happy to help.

Which courier company do you use?
We use Royal Mail, Parcelforce for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World.

I have received my order... I need to return an item.
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a refund less £4.95 per item as the postage & packaging is included and the item has to be restocked and packed, or exchange the item for a different size / colour if preferred can also be happily done.

Please note:
If you require a different product (rather than a different size or colour of the same product) please telephone and enclose a note along with the order number in with your return and we will if the item is available arrange the transfer.
Some products are non-returnable for hygiene reasons. These products are clearly marked with a (x) next to the product name. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. For more details, including the returns address, please refer to our Returns Policy

Faulty item.
If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

I received the wrong item.
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund: Please allow 3 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent). After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 7 Working Days).

When will I receive my replacement?
Before contacting us please take note of the timescales required to process an exchange: Please allow 2 working days from receipt of a return for us process an exchange.

Part of my order is missing.
Regrettably mistakes can happen. If you have received you order and an item is missing, please contact customer care quoting your order number and the missing item and they will investigate the matter further. All parcels ar marked on the protective mailing sack and the royal mail postage dockets with what is posted out to you.

Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you only send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty or is not what you originally ordered, please contact customer care quoting your order number, your name and details of the product. We will then advise on how to proceed with the return.

Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless: :
You have received an incorrect or faulty item from us and have requested a refund
You send back the entire order