Delivery

DELIVERY 

Local VAT, taxes, and Customs clearance fees vary from country to country and may apply upon delivery. Please note that we are unable to advise the amount this may be. As the recipient, you, the customer, are responsible for all import duties, customs and local sales taxes levied by the country you are shipping to.

 DELIVERY PRICES:

UK MAINLAND 1-2 Working Day Delivery (order must be placed by 12 noon) £12
 
EUROPE (EU) Up to 5 days £30-£50
EUROPE (NON-EU) Up to 5 days £30-£50
USA Up to 5 days £35
REST OF WORLD Up to 5 days £35+

Jane Atelier ships to over 50 countries worldwide. Shipping fees vary — please contact customercare@janeatelier.com or select your country at checkout for exact costs. 

Orders placed after 12:00 pm (Monday–Friday) or at any time over the weekend will usually be dispatched the next working day. Delivery times may also be affected by local holidays or courier delays. We will do our best to keep you updated if we are made aware of any issues.

Estimated delivery times are provided as a guide only and begin from the date of dispatch. Before dispatch, we may need to confirm your details with your card issuer or request proof of address for security checks. We aim to keep any delays to a minimum.

You will be notified by email, when your order has been dispatched and provided with your tracking number. If you are not available at the time of delivery, the courier will contact you, so you can arrange re-delivery or collection from a local depot/service point.

All orders are insured while in transit and require a signature upon delivery. Once signed for at your specified address, responsibility for the goods passes to you. If you choose to waive the signature requirement or nominate someone else to receive the order, their signature will serve as proof of delivery.

If you need to cancel your order, please email customercare@janeatelier.com with your order number as soon as possible. As we prepare purchases quickly for dispatch, we may not always be able to accommodate cancellation requests.

Duties and Taxes

For deliveries outside the UK, the customer is solely responsible for all import duties, customs fees, and local sales taxes imposed by the destination country. These charges must be settled in full for Customs clearance. Jane Atelier is unable to confirm or estimate these costs in advance.
The courier will contact you once your order arrives at Customs to advise of any applicable charges. Delivery times may be affected, as goods will only be released once the required payments have been made.
If you decline to pay these charges, Jane Atelier reserves the right to recover from you any additional costs incurred. In cases where delivery is refused, please allow up to 30 working days for your refund to be processed.

Cancellations

If you are based in the EU you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), provided you give us written notice within 14 days after you receive (or someone you nominate receives) the products, unless the products are split into several deliveries over different days in which case you will have until 14 days after the day you receive (or someone you nominate receives) the last delivery.

To exercise the right to cancel, please inform us by email to: customercare@janeatelier.com. On receipt of your notice of order cancellation, we will contact you with return instructions. Please note that you must cover the cost of the return shipment, as our free returns services will not apply to orders cancelled under the ICACRs.

Returns

We hope you are delighted with your order from janeatelier.com. If you are not completely satisfied, you may return item(s) for a refund.
  • You must notify us within 14 days of receiving your order if you wish to return.
  • Once approved, you then have a further 14 days to send the item(s) back.
  • Returns outside of this period are at Jane Atelier’s discretion and may only be eligible for a credit voucher.
  1. Log in to your account, go to My Orders, and select the order you wish to return.
    • If you checked out as a guest, please email customercare@janeatelier.com or call +44 (0)20 3773 8936.
  2. Complete the Returns Form included in your order.
    • For international returns, attach the Return Commercial Invoice clearly (provided in your original parcel) to the outside of your package.
  3. Send your parcel: 
    • UK customers: Please use the prepaid Royal Mail return label provided (only one label per order) and drop the parcel off at your local Post Office.
    • International customers: Return items at your own cost to:

Jane Atelier Returns
Alpi UK Ltd
Miles Gray Road  
Basildon
SS14 3HJ
United Kingdom

Please ensure you always keep proof of postage.

Processing your return
  • UK returns: up to 5 working days to reach us.
  • International returns: 10–14 working days to reach us.
  • Once received, refunds are processed within 5 working days. Funds then clear in 3–5 days, depending on your bank.
Please note: shipping costs, duties, and taxes are non-refundable unless the item is faulty or cancelled under ICACRs.

In the unlikely event that you receive a faulty item (damaged or defective), we may offer a repair, replacement, or refund. Please contact customercare@janeatelier.com for more information.

Jane Atelier monitors return activity and reserves the right to refuse transactions or close accounts based on order or return excessive behaviour.