Delivery & Returns
We are pleased to confirm that we have resumed deliveries to the EU. VAT will be automatically deducted from your order at the checkout. 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.
All orders are being processed as quickly as possible however, please kindly note that in these challenging times deliveries may take longer than expected.
|UK Mainland||1-2 Working Day Delivery (order must be placed by 12 noon)||£12|
|Saturday Delivery (order must be placed by 12 noon on Friday) excludes Scottish Highlands, Scottish Islands and Northern Ireland||£16|
|Europe (EU)||Up to 5 days||£30|
|Europe (Non-EU)||Up to 5 days||£30|
|USA, Australia and Japan||Up to 5 days||£30|
|Canada||Up to 5 days||£35|
Jane Atelier ships to over 50 countries around the world. For exact shipping fees please contact email@example.com or select your shipping country in the drop down menu at the checkout.
Please be aware that if your order is placed after 12:00pm Monday – Friday or at any time over the weekend, it may be dispatched the next working day. During local national holiday periods delivery times may change. Courier delays may also affect delivery times. We will endeavour to keep you updated on any issues we are made aware of.
Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Before we can dispatch your purchases, we may need to confirm your details with your card issuer and/or may need to contact you for proof of address to carry out additional security checks. We will do our best to keep delays to a minimum.
You will be notified by email when your order has been dispatched and provided with a tracking number for the delivery. If you are not at your selected delivery address the driver will leave a card which will allow you to either arrange delivery for a time convenient to you or collect at your local depot.
Jane Atelier insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you release signature upon delivery or have specified a recipient who is not you for delivery purposes then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Jane, and transfer responsibility in the same way.
If you wish to cancel your order please contact firstname.lastname@example.org with your order number as soon as possible. Please kindly note that as your purchase will be prepared quickly for dispatch we might not be able to accommodate your request.
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. Payment of such duties and taxes is necessary to release your order from customs on arrival. Please note that we are unable to advise the amount this may be.
The shipping company will contact you once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customers will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don’t choose to pay the import taxes we reserve the right to charge any additional costs incurred by Jane Atelier to you. In the instance that you do not accept your delivery, please allow up to 30 working days for your refund to be processed.
Jane Atelier does not refund duties and taxes or shipping costs unless the item is faulty or cancelled under the ICACRs.
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: email@example.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.
We hope you’re delighted with your order. If you’re not perfectly satisfied you must notify us within 14 days of receiving your order by logging into your account and requesting a return or by contacting our customer service team on 020 3203 773 8936 or firstname.lastname@example.org. You then have a further 14 days to return unsuitable items. Returns outside of this period will be processed at Jane Atelier's discretion only and a credit voucher may be offered. Returns for UK mainland and the USA are free of charge. Please kindly note that only one returns label will be provided per order..
How to return your Jane Atelier item/s:
Step 1: Log in to your account and click on "My Orders". Select the order you would like to return and complete the form. If you have checked in as a guest please Click Here to request your return.
Alternatively, kindly send us an email to email@example.com or give us a call on +44 (0)203 773 8936.
Step 2: Fill in your Returns Form with the relevant information; you will be notified once your return has been approved. If you are returning a parcel outside of the European Union, you will need a Returns Commercial invoice; this will be sent to you along with your Returns Authorisation number. Your commercial invoice must be attached on the outside of your parcel.
Step 3: Send the parcel using your pre-paid returns label that was enclosed with your delivery (only valid for UK customers and US customers). If you are returning within the UK you can drop off your parcel at your local Post Office.
For international customers, please return your item(s) to:
Jane Atelier Returns
Alpi UK Ltd
4 Juniper West
Please remember to always keep proof of postage.
It can take up to 5 working days from the date of your return for your parcel to be delivered back to us for UK deliveries and 10-14 working days for the Rest of the World. Once your parcel has been received your return will be processed within 5 working days .
Once your refund has been approved your funds will be returned to your account within 3-5 days depending on your bank provider. Please note that Jane Atelier does not refund duties and taxes or shipping costs unless the item is faulty or cancelled under the ICACRs.
In the rare event that you receive a faulty item (i.e. damaged or manufacturing fault) we can offer alternatives such as repair or exchanges as well as refunds. For more information, please email firstname.lastname@example.org.
Jane Atelier monitors account activity and reserves the right to refuse transactions and/or close accounts based on order or returns behaviour.