FAQ - FREQUENTLY ASKED QUESTIONS

How to place an order?
When you find the right product, select the appropriate variant and press the "Add to cart" button. Then you can add other products or proceed immediately by clicking "Proceed to payment". The last step is to fill in your contact details and pay for the order.

When will I receive my order confirmation?
Confirmation of placing an order is sent immediately to the e-mail address or telephone number provided. In the message you will receive all information about the shipment.

When will you proceed to fulfill my order?
We start processing orders immediately after receiving the payment.

Where can I find my order number?
The order number in the "JXXXXXX" format (e.g. J324311, J722201) should come immediately after purchase to an e-mail or phone number together with the order confirmation. In case of problems, please check your SPAM folder.

How can I contact customer service?
If you have any additional questions or problems, please send us a message directly at contact@jolmie.co.uk or contact us via our contact form.

PAYMENT METHODS
How can I pay for the order?
You can pay for your order:
- safe and instant payment via PayPal,
- safe payment by credit card,

When will I receive payment confirmation?
In the case of payment by quick transfer or PayPal payment, you will receive a payment confirmation immediately after a successful transaction to the e-mail address provided.In the case of payment by card, the payment confirmation is the order confirmation.

CHANGES TO THE ORDER
Can I cancel an order?
An order may be canceled if it has not yet progressed to the next stage of implementation. In order to cancel an order, please do not delay and inform us within an hour of placing the order.

Can I change the color or size of the ordered product?
If the order has not yet been processed, it is possible to change the color or size. Please inform us as soon as possible by e-mail at contact@jolmie.co.uk, specifying the order number and the changes you want to make.

Can I change the delivery address?
If the order has not yet been processed, it is possible to change the delivery address. Please inform us as soon as possible by e-mail contact@jolmie.co.uk, specifying the order number and the correct delivery address.

COMPLAINTS
How to make a complaint about a defective product?
If the product has not arrived in perfect condition, please send us an e-mail to contact@jolmie.co.uk with the order number and photos showing the defects. If the complaint is accepted, we will send you a new product completely at our expense, without having to return the defective goods.

I ordered several products and received only one or some of them.
Sometimes, to speed up the delivery time, ordered products are sent in separate packages. Thanks to this, we do not waste time on completing the order, we only send the goods that are in stock at our suppliers on an ongoing basis. For this reason, the delivery time of individual products within one order may be different.
How can I return a product?
You have 14 days from receiving the package to make a return. Please contact us for details.

SHIPPING AND DELIVERY
How much does shipping cost?
To meet our customers expectations, standard UK delivery is free for all orders! 

What courier company delivers orders?
Packages are delivered by Royal Mail or other cooperating companies. For international shipments, the local operator is responsible for delivery. 

What countries are orders shipped to?
We send orders mainly to UK. However, we have prepared an offer for international shipments to over 150 countries especially for foreign customers.

Is it possible to pay on delivery?
Unfortunately, it is currently not possible to pay on delivery. In case of problems with paying for the order, we enable payment by traditional bank transfer.

Where can I track my order?
You can track your order on the website: https://www.17track.net/en We send the tracking number in the shipping confirmation e-mail.

Delivery time
What is the delivery time?

Most orders arrive around 10 business days from moment of paying for the order. Sometimes, however, usually due to the carrier's fault, the delivery is longer, so the maximum delivery time is sixty business days.

When will my order be shipped?

Order processing time is 2-4 business days from the moment the payment is credited. After sending the package, we immediately send a confirmation message and tracking number to the e-mail or telephone number provided.

Why has the status of my shipment not changed for a long time?
Don't worry, tracking numbers are usually updated with a few days delay, so it may not be visible in the system immediately after sending it. Please do not worry if the shipment status in the system has not changed for a long time. However, if the shipment does not arrive within the statutory 60 days, please contact us.

It's been 10 days since the package was shipped and I still haven't received it.
We have no influence on the operation of the carrier, so we ask you to wait patiently for the package and contact us immediately if the appointed time expires.

Where are orders shipped from?

Are all products shipped in one package?
Sometimes, to speed up the delivery time, ordered products are sent in separate packages. Thanks to this, we do not waste time on completing the order, we only send the goods that are in stock at our suppliers on an ongoing basis. For this reason, the delivery time of individual products within one order may be different.