Contact Us
We read and respond to every customer inquiry. We really do want to hear from you!
Shipping
FAQ
How long will my order take to arrive?
UK: Your order will be shipped in 2 days. However, it should arrive on average between 3-7 days depending on your address and time and day of the order.
USA: Your order will be shipped in 2 days. However, it should arrive between 3-17 days depending your address and time and day of the order.
How much do you charge for shipping?
We ship everywhere within the UK and USA. A flat rate of £2.95 will be applied at the check-out for all UK orders and $25 for USA orders.
Can I track my order?
Yes! You will receive a confirmation e-mail once we get your order. We will send you another e-mail with the tracking number after the package is dispatched.
I need to change something on my order. How do I do that?
We can cancel or change your order if it is not shipped yet. Send us an e-mail at hello@janandnova.co.uk and we will help you.
How can I exchange or return my order?
You have 14 days after receiving your item to request a return by contacting us at hello@janandnova.co.uk. The item is your responsibility until we receive it back and you are responsible for return shipping costs. For more information on how to start the return process, please read our refund policy
Who should I contact if I have a question?
We love hearing from you and respond to every customer inquiry in a few hours. Click here and let us help you!
Exchange & Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at hello@janandnova.co.uk. If your return is accepted, you can send the item back to us. The item is your responsibility until we receive it back in our studio, and therefore we suggest you send it back using Royal Mail's Recorded Delivery service. Return costs are your responsibility.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@janandnova.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions
We cannot accept items outside of this return window or items with their tags removed or appear visibly worn, you will need to arrange these to be sent back at your own cost.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. The shipping charges are not refundable.
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