There is a product missing from my order, what should I do?
We’re really sorry this has happened! Let us know as soon as you can so we can fix what’s gone wrong! You can call or email us so we can put things right. If you have an item missing from your order then we will arrange a dispatch of your missing items as an absolute priority TODAY so you should have it within your hands in a day or so.
My product hasn't arrived yet, can you chase it up please?
There’s two options:
If your parcel was tracked - get in touch and we can try and find where it’s got to!
If your parcel wasn’t tracked - sadly the postal service is sometimes slower than we would like and parcels turn up a little later. But we will re-send your parcel after 15 days UK, 20 days EU or 25 days rest of Europe, or if we receive it back into our warehouse.
my order had the wrong address on and has been returned to you. What do I do now?
As soon as you give us the new address, we can change our system and re-send out your order to you with lots of Jersey love.
I thought my samples would be tubes not sachets
We don’t make the sachets - they come directly from the brands. So the Guinot samples come in tubes but the Dermalogica ones are in sachet form.
I have received different samples to the ones I requested
Sometimes we run out of samples at Jersey HQ and rather than keep you waiting or be disappointed… we add a replacement option. If this isn’t OK, let us know and we can re-send your samples to you once they’re back in stock.
The samples are missing from my order, what can I do?
We’re sorry this has happened! Let us know asap and we can send them out to you today. They should be in your hands in the next couple of days.
My product is out of date
If you get in touch we will email you a prepaid returns label. You can send it back to us. As soon as it comes back into our warehouse, we will refund you or send you a replacement product.
The pump on my cleanser doesn't work properly, what can I do?
Let us know and we can send out a new pump for you.
Paypal have taken money out of my account for my order but I have had no confirmation from you about my order. Can you let me know when I will get my order?
Sometimes there is a tiny glitch with our system and Paypal. Let us know on email or over the phone and we will correct this immediately and send your order out the same day, so it’s in your hands in a day or two.
Can you let me know how long my parcel will take to deliver
Delivery within the UK takes 3-5 working days.
Tracked express takes 1-2 days and the EU 5-7 days.
Your website is not accepting my card, can you help?
If you’re having problems paying with your card, you can give us a call and we will try to put your order through. Sometimes the problem may be with your bank but if we can help, we will!
Your website is not accepting my password, can you help?
Let us know and we can give you a temporary password that you can change at a later date.
How do I cancel my order?
If your order has not been sent out yet, you can email us or give us a call and we can cancel it for you.
You have sent me double products by mistake
Thank you for being honest and letting us know! We will email you a prepaid label to return one set back to us.
I have been charged twice for my products
Get in touch with us asap and if we have charged you twice by mistake, then we will refund you what you are owed as soon as we hear from you.
what are the arrangements if i am not in when the product arrives
We work with Royal Mail who will leave it with a neighbour or may take it back to the sorting office. They should always leave a card. When you order from us, we can add a message to your packing label giving instructions of a safe place to leave if you are not home - if you have any problems doing this, just get in touch as soon as you have made the order.