MY ACCOUNT
WHAT DO I DO IF I’VE FORGOTTEN MY USERNAME OR PASSWORD?
On the login page, you should see the option to have a password reset link emailed to you. This can take up to ten minutes to arrive in your inbox.
If after this time, you still haven’t received the forgotten password link, please don’t hesitate to contact us and we’ll do everything we possibly can to help you.
HOW WILL YOU USE MY PERSONAL DETAILS?
Here at Caroline Jane, we have a strict privacy policy of keeping all customer information entirely confidential. We promise you that we’ll never ever pass your details onto a third party.
For more information about what we do with the data we hold on you, please see our privacy policy here.
PRODUCTS
DO YOU SELL PRODUCTS IN BULK?
Yes, whilst we’re a small, independent company, we have a great support network and can happily provide you with a large number of any products that are required. If you’d like to discuss your requirements with us, please don’t hesitate to drop us a line.
DO YOU HAVE A CATALOGUE OR BROCHURE?
In an effort to keep our costs (and therefore our prices) as low as possible, we don’t print paper catalogues. Instead, we have an extensive selection of home accessories on display here on our website.
We’re adding new ranges and products daily, so it’s worth visiting regularly to see what’s new. You can also join our mailing list to stay up-to-date with all new products and offers we have on.
DELIVERY
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?
We aim to deliver most items within two to four business days, but sometimes it can take longer. If you require an urgent delivery, please email us at [email protected] and we’ll try to expedite the order.
Please note, during busy periods such as Black Friday and Christmas, orders may take up to ten working days to be delivered.
HOW MUCH DOES DELIVERY COST?
We’ve kept it simple. If your order is under £50, delivery will cost £4.95. Over £50 and your shipping is free.
We do run ‘free shipping’ offers, so please join our mailing list to be notified of when these deals are happening.
For any orders to Northern Ireland there may be a surcharge depending on the item. For more information please contact us by email or live chat.
CAN YOU DELIVER OUTSIDE OF THE UK?
The answer is yes, we can happily deliver globally. However, we do request that you please get in touch before placing an order so that we can calculate the shipping costs for you.
WHAT TYPE OF PACKAGING DO YOU USE?
Our orders are sent out in many different styles of boxes and of varying colour and size. Packaging is reused where possible and therefore, your order may arrive in a box with some other branding on it. However, in most cases it’s minimal. The exception is when its obviously a present, then a new box will be used. None of our orders have invoices inside the boxes so there’s no need to worry if you’re sending a gift.
I HAVEN’T RECEIVED MY ORDER
If you haven’t received your order after seven working days, please don’t hesitate to contact us and we’ll be more than happy to chase it up for you.
PAYMENTS
DO YOU ACCEPT PAYPAL?
Yes, we do accept PayPal, Klarna, Google Pay and most major credit cards.
DO THE PRICES ON YOUR WEBSITE INCLUDE VAT?
Yes, all of the prices shown on our website already include 20% VAT.
RETURNS & REFUNDS
WHAT DO I DO IF I’VE RECEIVED A FAULTY OR DAMAGED ITEM?
We really hope this doesn’t happen but if on the rare occasion it does, please contact us as soon as possible as we’ll require photographs of the damage.
You’ll also need to let us know whether you’d like to receive a refund or have a replacement sent out to you.
If you’ve requested a refund, this will be issued within five days of receiving your return, but please note, it can take up to ten days for the refund to show in your bank account. If you’ve asked for a replacement to be sent out, we’ll dispatch this as soon as possible and send you the tracking details.
I WANT TO CANCEL MY ORDER OR I’VE CHANGED MY MIND
CANCELLING AN ORDER
If you’ve only just placed an order, please contact us as soon as possible (preferably within 30 minutes) and we’ll do our best to stop your order. Pease note that if your order has already been processed it will not be possible to cancel it as the order may have already been shipped.
I’VE CHANGED MY MIND
If you’re dissatisfied with your purchase for any reason, please contact us within 14 days to notify us that you wish to return some or all items from your order so that we can provide a return address.
Goods must be returned in the same condition they were in at the time of delivery and in their original packaging.
Refunds will be issued within seven working days of receipt of goods after we’ve inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged.