Do I need an account to place an order?
An email address is all you need to start the order process. If you have an account with us you will be able to sign in alternatively, you can proceed as a guest.
Is my personal information kept private?
Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation.
I have forgotten my password: what should I do?
Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
Can I place an order over the phone?
Our friendly advisors are happy to assist you with placing your order over the phone. Please call us on +44 (0)20 3773 8936. Our customer service line is open Monday to Friday 9.30am-4.30pm (GMT).
Can you deliver to a PO Box?
Sadly, we don’t deliver to PO Box addresses due to security reasons.
What are your sizes like?
The sizing of our garments is generous. If you are in between sizes we usually recommend ordering the next size down however, this will depend on the style. Please refer to the size guide on all of our product pages where you can find further information about our sizing and availability.
Where can I find size & fit advice?
Click on ‘Size guide' on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style in the size and fit tab on the product page.
How can I choose the currency I pay in?
If you are shipping to the US you will be charged in Dollars. For all other destinations, you will be billed in British Pounds.
To change to the US website select the currency link at the right hand side of the screen followed by your currency from the drop down list.
Can I cancel or make changes to my order?
As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces. If your order hasn’t been dispatched we will process a refund for any postage costs paid on your second order.
When will my order be dispatched?
Orders placed by midday will be dispatched the same day. Orders placed on a Friday afternoon, Saturday or Sunday are processed the following Monday. Orders registered on the website on a bank holiday other than a Friday, Saturday or Sunday are also processed the following working day. During sales periods this delivery time may be extended, we thank you for your understanding.
Are returns free?
We offer free returns for our UK and US customers. The pre-paid returns label will be located within your order, please note only one pre-paid label is included per order. You must decide which items you are returning within 14 days of placing your order.
How long will delivery take?
UK orders placed by midday will be delivered within 1-2 working days. Orders placed on a Friday afternoon, Saturday or Sunday are processed the following Monday with next day delivery. Estimate delivery for all other countries:
Europe (EU) £25 up to 5 days
Europe (Non EU) £30 up to 5 days
USA, Australia, Japan £30 up to 5 days
Canada £35 up to 5 working days
Will I have to pay for taxes and duties?
Orders sent to the US are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.
For all other international destinations any customs or import duties on deliveries are charged once the parcel reaches its destination. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. For further details contact your local customs office for current charges before you order.
How do I return an item?
You must notify us within 14 days of receiving your order that you would like to return it 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. Please click here for to see our Returns Policy and how you can return your Jane Atelier items.
Can I return an item for an exchange instead of a refund?
We are unable to offer an exchange - if you would like a different size, colour or item, please return the product to us and place a new order.
I received an incorrect item.
Please contact us at email@example.com
stating your order reference number, item received and details of what you should have received and whether you require a refund or replacement. We will then advise on how to proceed with the return.
I received a faulty item, what should I do?
Please contact us at firstname.lastname@example.org
and we will advise on how to proceed with the return. Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
How long will it take to process my return?
It can take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to us for UK deliveries. For international customers please allow 14 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to us. Once your parcel is delivered back to our depot, your request will be processed within five working days
Does Jane have any stores?
Private styling appointments are now available in our Head Office showroom based in Marylebone, London. As we do not have the full range in stock at all times, we ask that you let us know your size and the styles you are looking for so we can ensure we have them for you to try on during your appointment. For enquiries please contact email@example.com
Do you have a wholesale department?
How do I unsubscribe from marketing emails?
If you no longer wish to hear from us, please click on the unsubscribe link at the bottom of one of our emails or log into your account and visit Newsletter Subscriptions section to change your preferences.