Customer Service

Shipping & Delivery
Please allow 1-2 working days for orders to be processed and dispatched.

Which countries do you deliver to?

We are able to deliver to the UK as well as Worldwide destinations.

What are my delivery options?

Once you have reached the checkout stage of the order process, you will be able to select your delivery options from the following:

UK DELIVERY(Royal Mail, Yodel)

We currently offer FREE UK standard delivery on orders over £60

UK DELIVERY SERVICE

DELIVERY TIMES

PRICE

Standard Delivery*

Under 1kg – Royal Mail

Over1kg-Hermes/Yodel24/Citylink/UPS

2-3 working days

£4.30

 

Special Next Day Delivery

Under 1kg – Royal Mail

Over1kg-Hermes/Yodel24/Citylink/UPS

 

Next working day (Excluding  bank holidays)

£8.55

*UK Standard Delivery - Please note that during our Sale period deliveries may take longer. Although we can deliver to the Scottish Highlands & Islands, Northern Island, Isle of Man, Channel Islands, Isles of Scilly, Inverness & Aberdeen, delivery to these locations may take longer.

Please note that our standard delivery service may be arranged through Royal Mail or another courier depending on the weight of your parcel.

INTERNATIONAL DELIVERY(Royal Mail, Yodel, Parcel Force, UPS)

DESTINATION

INTERNATIONAL DELIVERY SERVICE

DELIVERY TIMES

PRICE

Europe delivery

Parcelforce/TNT/ Citylink/FedEx

3-7 working days (Excluding bank holidays)

 

£25 (approx)

USA & Canada

£35 (approx)

Rest of the world

£40 (approx)

How does our delivery service work?

We use a large network of couriers to deliver your goods from www.janan.co.uk as we realise how important it is you receive them as you expected. Dependent on the size and weight of your parcel and the delivery option you chose we allocate the courier we believe will deliver your order to you in the quickest time. Please note that we cannot be held responsible for delayed deliveries due to issues such as, incorrect address, courier transport issues, weather or any other external circumstance that may affect the delivery time of your parcel.

My order has not yet arrived

If your order has not arrived by the estimated delivery date, we're here to help. Contact us on sales@janan.co.uk or by calling +441274 505050.

To provide an efficient service please ensure you have your order confirmation number to hand and details of the items you have ordered.  Orders placed throughout the Sale/Eid period may take longer.

Please note that it is your responsibility to ensure that the delivery address entered is correctly.  We cannot hold liability for unsuccessful/delayed deliveries due to an incorrect address.

What happens to my delivery on Bank holidays?

UK Bank holidays are not classified as delivery days, please allow an extra working day for deliveries over the UK Bank Holidays detailed below:

·         1st January - New Year's Day

·         1st April - Easter Monday

·         6th May - Early May Bank Holiday

·         27th May - Spring Bank Holiday

·         26th August - Summer Bank Holiday

·         25th December - Christmas Day

·         26th December - Boxing Day

Privacy & Security
We do not store credit card details nor do we share customer details with any 3rd parties. We are committed to protecting and respecting the privacy of all visitors and users of this website.
Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. We will only use your personal information in accordance with this privacy policy and applicable current data protection laws.
By submitting your information and using our Website, you consent to the collection, storage and processing of your personal information by us in the manner set out in this privacy policy.
You should print a copy of this privacy policy for future reference.
 
WHAT PERSONAL INFORMATION DO WE COLLECT?
If you decide to make an order with us, there is certain personal information that we will require from you in order to process your order (such as your name, delivery address, credit/debit card details, e-mail address and telephone number).
We will only pass on your personal information to third parties if it is an essential part of trading with you (i.e. passing on your name and address to our carriers, or telephone number should there be a query with delivery). We will not rent or sell your name, address, email address, credit card details or any other personal information to any unrelated third party.
From time to time we may also request further information to help us improve our service to you.
We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
 
USE OF COOKIES
Information you provide will remain private and be stored on our database. However, information may be used by Janan to improve your shopping experience, enabling us to handle your order, deliver products, process payments and alert you to promotional offers. We may store information about you using cookies which are files sent by us to your computer or other access device which we can access when you visit our site at some point in the future. The cookies we use enable us to save your bag for later, track the opening of our email, track the type device used to shop, etc.
 
If you want to delete cookies already on your computer please refer to your file management software located in the file/directory that stores cookies. For further information about controlling or deleting cookies please refer towww.aboutcookies.org . Please note that deleting our cookies or disabling future cookies may affect your shopping experience and you may find you are unable to access certain areas or features of our site.
 
WE WILL NEVER SEND AN EMAIL OR TELEPHONE YOU TO ASK FOR YOUR SECURITY INFORMATION OR LOG ON DETAILS.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site. Any transmission is at your own risk. You accept the inherent security risks of providing information and dealing on line over the internet. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access. We will not be held responsible for any breach of security unless this is due to our negligence or wilful default.
 
USES MADE OF THE INFORMATION
We may use information held about you to:
·         set up, manage your account and contact you about your account;
·         ensure that content from our site is presented in the most effective manner for you and for your computer;
·         provide you with, or permit third parties to provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes;
·         carry out our obligations arising from any contracts entered into between you and us;
·         allow you to participate in interactive features of our service, when you choose to do so; and,
·         notify you about changes to our service.
 
MARKETING AND COMMUNICATIONS
You will have the opportunity to subscribe to other areas of the site. For instance you may wish to receive our newsletter or enter competitions. In these circumstances we will ask for additional information, such as your age, occupation, style interests etc. This will help us to target our marketing in a way we feel would be of specific interest to you. We may, from time to time, send with your ordered products, inserts advertising the goods or services of unrelated third party companies. However, we do not pass on your personal data to these third party companies.
 
YOUR RIGHTS
Opting Out
If you no longer wish to receive marketing information from us you have the option of ‘opting out’. Clear instructions on how to opt out of each area will be detailed specifically (for instance at the bottom of our e-newsletter your will have the option ‘To unsubscribe form our emails click here’). Alternatively, please let us know in writing.
Changes to our privacy policy
We reserve the right to change this policy at any time. If we change our privacy policy we will post the changes on this website.
Contact
Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to
Janan Ltd, 14 Shearbridge Road, Bradford, West Yorkshire, BD7 1NP
Returns & Replacements
 
JANAN DOES NOT OFFER RETURNS ON SALE ITEMS
 
Please note that Janan will refund (in credit form) any styles purchased through our online shopping site once returned unworn, with all the original packaging and receipt within 14 days when you receive your order. Refunds are usually processed on the day that the product/s are received back to us. Once your return is received and processed you can expect your credit refund within 5 business days (and no longer than a total of 15 business days) from the day you provide the shipper with the product depending on your service provider policy.  Please be aware that we do not offer cash refunds, refunds are only available in the form of a credit note.
It is entirely up to you how you return your order as we do not offer prepaid shipping labels for returns but will consider the refund for postage only in the case the goods sent to you were faulty in the first place. In such a case, Please ensure you share the proof of postage with us.

Read below For further details on our “Return and Refund Policy”.       
Returns & Refunds
We want you to be fully satisfied with your online purchase, if for whatever reason you are not satisfied with your purchase, we will accept a return within 14 days period for a credit note or exchange upon the following conditions;
All items must be unworn with tags attached
All items must be in their original packaging
You must include the original invoice
No returns on Jewellery items
 
For exchange:
£5 shipping cost will be charged either way
     Your refund credit, or exchange (when in stock) may take up to 2 to 3 weeks to process after you post the goods back to us.
     We cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.
 
Failed Deliveries:
If our courier cannot deliver your order, the parcel will be returned to us. You will have up to three weeks (from the date we receive the returned parcel) to contact us and arrange for the order to be re-delivered. If you do not contact us within the specified time, we will refund you for the goods. If you still wish to receive these goods after the 3 week period is over, you will need to place a new order again and at the price listed on the website. Unfortunately, any discounts that were valid at the time of your purchase and that are no longer running cannot be re-applied to your order.
Return Information:
Please note that No returned merchandise will be accepted by Janan without a CRN (Customer Return Number).

We inspect all returned items when they arrive at our processing facility. All returns should be returned with all original packaging and accessories. When returning products it is strongly suggested that you insure the product with the shipper of the full price of the item. Damage done to the product being returned by the carrier will be covered by the buyer.
Please note Janan retail premises do not accept any online orders for refunds but you can exchange the items from our store.
If you require a refund for your online orders you must send the unworn goods back to us using the returns instructions.
If you return the unworn goods to any of Janan stores they can only exchange the item for another, of the same value.
 
Unsuitable goods
If the goods do not meet your expectations,  you have the right to return the unworn goods to us within 14 days for an exchange or online credit note.
Please securely wrap your parcel and send to the address below.
 
Janan Online Ltd
14 Shearbridge Road
Bradford
BD7 1NP
West Yorkshire
United Kingdom
 
Janan does not pay for return postage, this will be at your own cost. However we might consider the postage only in the case if the goods sent to you were faulty at the first place.
Multiple orders will arrive together and any unwanted goods should be returned with itemized proof of posting.
Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from Janan.
You will be refunded by the same payment method used for your original purchase.
 
How do I return faulty or incorrect goods?
For goods received that are not as ordered or are faulty, please email us stating the order number and nature of the problem. Our customer services team will reply you within 24s hour with return procedures.  Please note that we must be notified of damaged/faulty goods within 1-2 days.  We cannot be held liable for any claims of damaged items after this period.
How do I exchange goods?
To exchange items purchased online, you will need to return items and specify the ones you want in exchange on the back of the invoice. Please note that this will incur the standard postage (outside UK mainland) and packaging charges of a new order. Unfortunately, any discounts that were valid at the time of your purchase will no longer be valid.
We take care to ensure that all our goods are in perfect condition. Please bear in mind that the Goods will not be regarded as faulty where they are damaged through inappropriate usage by the buyer.
In particular, whilst rhinestones and sequin beadings are attached correctly to the upper and the heel of shoes, over time and through normal wear the rhinestones may loosen and the sequins may start to fall apart. This is not a reflection of the way the shoes are manufactured: simply a characteristic of the ornament and how it has to be attached. For this reason, spare rhinestones are included with the goods when sold (where appropriate and not with all our products) and we have no further liability if the rhinestones or the sequins come adrift.
Terms and Conditions for Returns:
 
Any claim by you that any shoes, bag or any item is defective or not of satisfactory quality must be notified to us by telephone, e-mail or letter at your earliest convenient time.
 
If you make a valid claim under the point above, we shall inspect the goods upon return and  replace (if proven faulty by our inspection team) the ordered goods in question free of charge OR refund in full, the payment made in respect of such goods (Upon your discretion).
             Such replacement or refund is conditional upon the ordered goods in question having been returned to us and inspected accordingly.
 
We shall be under no liability in respect of any defect arising from willful damage, wear and tear due to negligence, abnormal usage conditions, failure to follow our instruction (whether oral or in writing), misuse or alteration or repair of the ordered goods without approval.
 
For more information on delivery or returns, please contact us on 01274 505050, Monday to Friday 10:00am till 6:00pm and our friendly advisers will explain the procedures in further detail.
 
Open Item Return
If you return an item that has been opened and/or shows signs of being worn/used, we are unable to exchange/arrange a credit note. We are also not liable to pay the postage amount incurred while returning the item back to us. 
Ordering
- Put item into basket: Click on size, design and colour before putting the item into your basket.
- Access your basket to add any coupon codes.
- Proceed to checkout and fill in shipping and payment details
- You will receive an invoice once you have successfully ordered.
Payment, Pricing & Promotions
- We do not accept Paypal however use Sagepay and Authorized.net websites to process payments. These are secure gateways that do not allow us to have  direct access into your account.  We only receive the amount of money owed from your order.
- All Janan products are authentic and original designs of south Asian brands.
- Throughout the year we have seasonal sales, how ever we do have additional promotions which are promoted through our social media, website and email.
Viewing Orders
- You are able to track the process of your order through your account
Updating Account Information
- Keep your details up to date by going on to settings to change the information on your account.