Shipping policy
Delivery
Throughout the order process you will receive email alerts to update you on your order status. Please check your spam folder if you have not received these
To ensure you receive your parcel, we use a recorded delivery service provided by all couriers we work with
Processing Times
Please allow us 24 to 48 hours to process your order
During the Christmas season please be aware that we may experience some delays due to high volume of orders
Couriers Used
Royal Mail and DPD
* In order to ensure delivery and speed we reserve the right to assign the courier based on items ordered and the prohibition and / or restrictions associated in the domestic post
We offer two types of delivery service
1. Standard Delivery
Estimated Time
• 3-5 working days once dispatched (please allow 24-48hrs processing time)
Cost
• FREE ON ORDERS OVER £30 (only applies to Mainland UK orders)
• £3.95 ON ORDERS BELOW £30 (only applies to Mainland UK orders)
2. Next Day Delivery
Estimated Time
• Time of delivery cannot be guaranteed
• Next day service not available for Saturday delivery – if order is placed on Friday you will receive it on Monday
• Orders placed before 2:00 PM (UK Time) will be processed and dispatched the same working day
• Orders placed after 2:00 PM (UK Time) will be processed the next working day (this excludes bank holidays)
• If an order is placed during the weekend, it will be processed on the next working day
£7.99 on all orders (UK Delivery only)
Courier Delivery Information
Orders dispatched via Royal Mail Courier Signature Tracked System
1. Once dispatched, it will take up to 2-3 working days to be delivered
2. A signature is required in order to confirm receipt of order; if a signature cannot be obtained ,the courier may ask a neighbor to sign for the delivery
3. Deliveries will not be left if a signature cannot be obtained; you will be left a calling card so you can rearrange re delivery or collect your parcel within 18 days from your local depot – proof of ID will be required
4. If you contact Royal Mail directly to arrange a redelivery, we will no longer be liable for any lost items
*ROYAL MAIL DOES NOT GUARANTEE NEXT WORKING DAY SERVICE TO ARRIVE THE NEXT WORKING DAY
All deliveries time scales cannot be accurately specified as these are approximate and subject to availability
JMD Enterprises UK Limited will not be held liable for delivery delays caused by third parties
If the estimated delivery day has passed and you have not received your order please contact Customer Service Team at info@jmdgroup.co.uk
Missing Order
According to Royal Mail, orders not received will be classified as missing only after 15 days have passed
As a result, we will issue a refund only after this period, granted that a claim had been raised with Royal Mail and investigation was completed
Track your item dispatched via Royal Mail below https://www.royalmail.com/trac...
Orders Dispatched via DPD Courier
1. All deliveries require a signature
*if you are not available to sign for the parcel please indicate when placing the order if you wish to have it left with a neighbor
2. If sent to a business address, please ensure someone is available to sign for your parcel.
3. Please ensure you provide a valid mobile number and email address for tracking information
4. If you are unavailable you will be left a calling card informing you there was an attempted delivery as well as a text message. If you need to rearrange delivery please contact us at info@jmdgroup.co.uk
5. DPD will only make 3 attempts for your home delivery
Track your item dispatched via DPD Courier below
Returns and Refunds
Our policy on returns, refunds and cancellations does not affect your statutory legal rights
For Unwanted Items
1. Please immediately contact us via email at info@jmdgroup.co.uk upon receipt of order
2. Ensure the items are returned within 14 days once we authorize and instruct the return
3. If we do not receive the items within 14 days we will close the query and conclude that the order is satisfactory and no further actions is required
4. Ensure these are unused and in original sale condition you received (except to the extent reasonably necessary to examine them)
5. Please note you are responsible for return postage cost
6. Once we receive the item and check that it matches the batch code and is in the same condition it was dispatched, we will process the refund
7. Refund will be processed immediately, however allow 3-5 business days to clear with your bank
For Faulty and/or Incorrect Items
1. Please immediately contact us via email at info@jmdgroup.co.uk upon receipt of order and await instructions; where necessary we might require photographic evidence of the faulty or damaged item as well as outer packaging. This is required when making a claim with the couriers.
2. We can offer an exchange or refund as appropriate
3. Once we authorize and instruct the return/exchange, we will send you a returns label; we will refund the cost of return for the value of standard delivery service
4. Please ensure the items are returned within 14 days once we authorize and instruct the return
5. If we do not receive the items within 14 days we will close the query and conclude that the order is satisfactory and no further actions is required
6. Once we receive the item and check that it matches the batch code and is in the same condition it was dispatched (except to the extent reasonably necessary to examine them), we will process the refund
7. Refund will be processed immediately, however allow 3-5 business days to clear with your bank
Refunds
1. For UNWANTED ITEMS we will refund the full amount upon receipt of the items; please note you are responsible for postage cost to return the parcel
2. For FAULTY ITEMS we will refund you the full amount upon receipt of the items
3. We will notify you of your refund via email within a reasonable time period
4. We will refund any amount received from you using the same method you originally used to pay for the items
5. Refunds for items purchased as gift can only be given to the credit/debit card of the person who placed the order. We aim to process the refund as soon as possible, and in any case, within 30 days of you cancelling the order
Claims/Signature Denials (Parcel not Received/Denial of Signature)
1. In order to file a claim with Royal Mail you have to contact us via email at info@jmdgroup.co.uk within 60 days from the day you receive the email with your order dispatch confirmation
2. Failure to notify us within 60 days of receiving your dispatch confirmation will disqualify us from raising a claim with Royal Mail, therefore we would not be able to provide further assistance. Hence, you will not qualify for a refund
3. Claims submitted for signature denials require customers to return the claim form filled out to Royal Mail confirming that they haven’t received a parcel from us
4. If you fail to return the letter to Royal Mail within 30 working days from the date you received it, we will not be able to provide any further assistance
5. Failure to return the letter will result in Royal Mail closing down the claim with the assumption you have received the parcel. Hence, you will NOT qualify for a refund from us
Cancellations
Cancel BEFORE we have dispatched your order
1. You may cancel your order (or any part of it) at any stage before the products are delivered to you or your up to 14 days afterwards
2. Should you want to cancel your order (or any part of it) please email us immediately at online info@jmdgroup.co.uk
3. We will process the refund immediately; allow 3-5 business days for the amount to clear in your bank account
Cancel AFTER we have dispatched your order
1. If you decide to cancel your order after we have dispatched the parcel, you will be responsible for returning the items to us
2. Please return the products in accordance with the provisions set above in our returns and refunds section
3. The products should be returned within 14 days, unused and in the original sale condition (except to the extent reasonably necessary to examine them) together with the original packaging
4. We advise you to use a recorded delivery service
5. After you cancel and we receive the returned items, any sum debited by us to your credit/debit card will be refunded in full. Allow 3-5 business days for the refund to clear within your bank account
Contact Us
If you experience problems with ordering from our website or have any questions with regards to an order, please feel free to contact us
EMAIL: info@jmdgroup.co.uk
PHONE: (020) 8606 9999
POST: JMD Enterprises UK Ltd, 96 Western Road, Southall, Middlesex, UB2 5DZ
IN PERSON: WoW Heath Stores, 32 Sussex Road, Southall, Middlesex, UB2 5EQ
