SIMPLE, BEAUTIFUL, EVERYDAY

Frequently Asked Questions

ACCOUNT INFORMATION

Why bother registering for a customer account with janeramsay.com?
When you register at janeramsay.com, we securely store your information to ensure a fast, simplified checkout process. You'll also be able to:

  • Save billing and shipping information.
  • View order history.
  • Discover new arrivals, upcoming collections for pre-order, special offers and exclusive events.

Can I place an order without registering?
Yes of course! You just check out as a guest.

What will you do with my information after I register?
The information you provide to set up your account is only accessible with the password you created. At no time is your full credit card information visible to anyone other than yourself. It is completely encrypted with only the last 4 digits visible. To learn more about how we keep this information secure, please view our Privacy Policy.

What if I forget my password?
Click "forgot password" on the login page and we’ll email you a new one. This an automated system and you may do this as many times as you like. No need to remember another password! However your password is known only to you and is encrypted on our end, therefore we are unable to give passwords out over the phone or email them to a different address than the one you used to originally register.

Can janeramsay.com access my credit card information if I have a customer account?
No, the only person who ever sees your full credit card information is you. Our records will show the type of card or payment method and the last 4 digits. Your information is secure and encrypted.

Does janeramsay.com share my personal information from my customer account?
No, we take your privacy very seriously. At no time do we ever share or sell your information.

 

ORDERS

How do I track my order?
When your order is shipped we email you with your AWB number (tracking number). To track your order your email also has a hyperlink which will take you to the FedEx website where you will have real time status of your shipment. Please contact us at +852 2764 2248 or  info@janeramsay.com if you need further assistance in this regard.

What does the "in process" message mean under "order status"?
"In process" means your order is being packed for shipping. Changes to your order cannot be made during this time period.

Do I have to pay Country Sales Taxes?
All Jane Ramsay product is shipped from Hong Kong with Duty Unpaid. Individual countries may impose sales taxes that are outside our knowledge or control. The customer is responsible for all custom fees, including taxes, brokerage fees and any other fees assessed at the border prior to delivery. The carrier will collect these charges at the time of delivery. If you are unfamiliar with your countries policies please email us at info@janeramsay.com and we will endeavour to check and respond to you ASAP.

What countries does janeramsay.com ship to?
Janeramsay.com ships world wide where possible. Our shipping policy is to ship FREE for all orders over $100 USD. For orders less than this amount a flat rate fee of $20 USD is charged. If you are unsure about your country and region please contact us at +852 2764 2248 or  info@janeramsay.com and we will confirm.

How long will it take to receive my order?

For our Standard Free or Flat-rate Shipping offer. Please allow 3 – 5 business days, not including time for customs’ processing or holds (these are outside the control of janeramsay.com or FedEx our preferred shipper). Some areas may even be quicker. For local Hong Kong/Kowloon orders we offer SAME DAY delivery on all orders received before 2pm.

If you opt for Express Shipping in most instances it is next day. Maximum 2 days – World wide. If you require your item in a specific time period please contact us at +852 2764 2248 or  info@janeramsay.com and we will confirm an exact timetable based on the time/date & your delivery address.

Duty and Taxes: The customer is responsible for all custom fees, including taxes, brokerage fees and any other fees assessed at the border prior to delivery. The carrier will collect these charges at the time of delivery.
Returns: Please note that in the circumstance of a return any duties and taxes paid in relation to the order remain the responsibility of the purchaser and are outside the control of janeramsay.com. Therefore a refund on these (if applicable) must be sought from to whom they were paid – ie the customs agent or shipping company.

Shipping: Please allow 3–5 business days for delivery, not including time for customs’ processing or holds.

Refusals: If the recipient refuses delivery, all charges related to the return will be the responsibility of the customer and will be deducted from the customer’s refund.

 

RETURNS

What is the return policy for janeramsay.com?
We understand that online purchasing can sometimes make you feel concerned about what exactly you are purchasing, therefore we offer FREE returns or exchanges within 15 days of your purchase if the goods do not fit or otherwise not meet your expectations. The goods however MUST be returned in original condition - unworn with ALL tags attached.

What is the holiday return policy for janeramsay.com?
For your holiday shopping convenience—and the convenience of your gift recipients—we extend our window for returns during the holiday season. Purchases made from November 15 through December 15 may be returned until January 30. Purchases made after December 15 are subject to our regular 15 day return policy. Merchandise must be returned in new, unworn condition with all original tags attached. To see the complete return policy, view Returns.

How do I return a janeramsay.com purchase?
First step is to email us here at info@janeramsay.com to let us know your issue and gain a return authorisation. Every janeramsay.com order is shipped with returns documentation explaining clearly how to go about returning your item/s if your expectations are not met. All return documentation is also included so all you need to do is call your local FedEx office to schedule a pick-up.

Can I return sale merchandise purchased from janeramsay.com?
Sale merchandise is included in our 15 day return policy with the exception of Final Sale merchandise (eg items marked down 50% or more) as marked on your order confirmation. Final Sale merchandise may not be returned or exchanged. For additional information, view Returns.

Are shipping and handling charges refundable?
No, shipping and handling charges are non-refundable. However most janeramsay.com purchases meet the $100 minimum purchase requirement to receive Free Shipping, so in this instance there is no out of pocket cost to you the customer. For additional information, view Returns and Shipping.

How do I return a gift purchased from janeramsay.com?
If you have received an item from janeramsay.com as a gift, you can return it in exchange for a janeramsay.com credit for its current selling price. Please contact us at +852 2764 2248 or  info@janeramsay.com to process the gift return.

How will I be refunded for a purchase made with online credit?
For purchases made with a janeramsay.com credit, the return will be issued as a janeramsay.com credit.

How do I obtain another copy of my order invoice and/or return label?
please contact us at +852 2764 2248 or  info@janeramsay.com

 

PAYMENTS, REFUNDS & PROMOTION CODES

What forms of payment do you accept online?
Currently we accept the following forms of payment at janeramsay.com: Apple Pay, MasterCard, Visa, Jane Ramsay online credits.

Can I get a refund in a different payment method than used on my original order?
No, all refunds will be issued in the original form of payment.

Can I obtain a price adjustment for an online purchase?
Yes, we offer a onetime price adjustment if an item is marked down on janeramsay.com within 7 calendar days of your order placement date.

  • To obtain a price adjustment for an online purchase, please contact us at +852 2764 2248 or  info@janeramsay.comwithin 14 days.
  • Adjustments will not be given on sale merchandise or promotional purchases.
  • Refunds and price adjustments will be issued in the original form of payment.

How do I use my janeramsay.com online credit?
Upon receiving a janeramsay.com credit, please follow the instructions listed in the email. Please note:

  • The online credit is linked to the email address that the credit was sent to.
  • If you do not have a janeramsay.com account associated with this email address, you must create one.
  • The credit is then redeemed during checkout. You will enter your unique code in the field marked “Gift card or discount code” and then push Apply.
  • To check the balance of your online credit, +852 2764 2248 or  info@janeramsay.com or view it under the "my order history" page under "my account."

How do I use a promo code online?
To redeem a special offer, enter your promo code during checkout in the field marked “Gift card or discount code” and then push Apply. Adjustments will then be made to eligible orders. Special offers cannot be applied to any associated shipping or taxes. Special offers are valid while supplies last. Please see the specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification.

Can I return an item I purchased with a promotion code?
Yes, you can return an item purchased with a promotion code, provided the item was not on Final Sale (50% or more discount). Or, you can apply a credit for the amount you paid towards a new item at its current price. A previously used promotion code cannot be applied to the sale of a different item.

 

JANERAMSAY.COM

How do I sign-up for Jane Ramsay email and blog communication?
To hear about our new arrivals, upcoming collections for pre-order, special offers and exclusive events first, click here.

How can I search for products quickly at janeramsay.com?
Click "search" on the top-right corner of any page on janeramsay.com and enter descriptive key words of the item(s) you’re looking for.

Where can I find sizing information?
Size charts are located on every product information page below the product description. For your convenience we also provide in this place the Model Size measurements and the size she is wearing in our photograph so you may compare yourself.

What is your Customer Review Policy?
After receiving your order you will receive an email asking how we did and if you have any comments about the item/s you purchased. We LOVE to see your replies! Our aim is to be as transparent as possible so we publish both positive and critical reviews. Although we really do try our best, sometimes we just do not reach the mark and we feel it is important there is a forum to let us know. We will not however publish reviews that contain content that is defamatory or explicit in nature.

Can I use copies of the pictures on your website for my own use?
No. We do not own unlimited use of our photography and therefore cannot authorize usage for any reason.

How can I find answers to any additional questions I may have?
Please contact us at +852 2764 2248 or  info@janeramsay.com. We really do like to help and are happy to have multiple online conversations so that you may feel comfortable in making your purchase.

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