FAQ's

  

 
How can I order from Jasper Conran London?
You can shop online anytime on our secure website  https://www.jasperconran.com

  • Simply browse and select the item(s) and size(s) you want to purchase and click ‘ADD TO BAG’.
  • Click ‘MY SHOPPING BAG’ (top right hand side of the page) and ensure the item(s) and pricing is correct (including any applicable discount codes). You can continue to shop or browse the site at any time and return back to ‘MY SHOPPING BAG’ when you are ready to purchase. Your item(s) will remain in your bag until purchased.
  • When you have chosen and are satisfied with the item(s) in ‘MY SHOPPING BAG’, click the ‘PROCEED TO CHECKOUT’ button.
  • Select your ‘CHECKOUT METHOD’ (Create/Login to your Shop Pay Account or Checkout as Guest).
  • Proceed to follow the very simple prompts on your screen through our secure Checkout process
  • Once your order has been placed successfully, you will receive an Order Confirmation email.
If you are experiencing any problems, please contact Customer Care by  emailing customer.services@jasperconranlondon.com
 
Do you have any Shops ?
No we do not currently, however our bags and accessories are stocked in various stores across the UK. Please check https://www.jasperconran.com/pages/our-stockists
 
Do I need to create a Jasper Conran London account to order online?
You can shop with Jasper Conran London without needing to create an  account. However, when you register with us, you will enjoy the following  benefits:

  • Track your orders.
  • Monitor and review current order statuses.
  • Receive news about Exclusive Offers, Previews and New Arrivals before anyone else.
 
How do I know my order has been placed successfully?
You will receive an Order Confirmation email and order number once your order has been successfully placed.

Please be sure to check the email address you have entered is correct and if you have not received a confirmation email to check your Spam/Junk folder first.
If you can’t find your order confirmation email, please contact Customer Care by emailing customer.services@jasperconranlondon.com


Can I track my order once it has been placed?
You will receive an email and/or a message with your tracking number to be  able to track your order through to delivery.
 
Does Jasper Conran London offer gift receipts and gift wrapping?
Unfortunately, we do not currently offer this service. However, we are looking to introduce this soon.


How do I use a discount/promotional code?
  •  Simply browse and select the item(s) and size(s) you want to purchase  and click ‘ADD TO BAG’.
  •  Click ‘THE CIRCLE SHOPPING BAG ICON’ (top right hand side of the   page).
  •  Click ‘CHECKOUT'.
  •  In the discount code or gift card box, enter the Discount/Promotional Code and click ‘APPLY’. Your Shopping Bag page will refresh showing  the correct discount price, and a message will appear at the top of the  page to confirm if the code has been successfully applied.

Please Note: When an order is placed using a promotional code and contains a number of items, the value of the discount is spread over each item according to the pro-rated value of that item. Any refund of an item purchased in such an order will be reduced by the value of discount attached to it. The ‘discount’ will not be refunded.

All our Promotional/Discount Offers are subject to the below Terms + Conditions:

  •  Cannot be used in conjunction with any other offer.
  •  Valid for a limited period of time as specified in the marketing  communication, they cannot be used outside of that period and previous  purchases are not eligible.
  •  If an item is returned which brings the amount spent below any qualifying  level, the offer value may be deducted from any refund.
  •  Promotional codes are for use by the intended recipient only and proof of  entitlement may be requested.
  •  All orders are subject to acceptance and any improper use of  promotional codes may result in the cancellation of your order.
  •  Specific offer terms and conditions are provided with each Promotional Code. For specific information relevant to that offer, please refer to  marketing material on which it is featured.
  •  All orders are subject to stock availability and we reserve the right to  withdraw, amend or extend offers at any time, without prior notice.
  •  Orders cannot be amended once placed and promotional codes cannot  be applied retrospectively.
  •  If applicable, free delivery applies to Standard UK delivery only, with  purchases made over £100.
If you are experiencing any problems, please contact Customer Care by emailing customer.services@jasperconranlondon.com before proceeding with  your order as we are unable to amend orders once they are placed or apply discounts retrospectively.


Can I make changes/amend my order once it has been placed?
Unfortunately we cannot amend orders once they are placed. We may be able to cancel your existing order and ask you to place a new order.

Please note: once orders are placed, the order is immediately processed LIVE  with our warehouse. If an order has commenced being processed, we will not  be able to cancel your order and it will be necessary to send your existing order back to us following our Returns Policy.

Is it possible to cancel my order?
Under the Consumer Contracts Regulations you have the right to cancel an order from the moment you place it and your right to cancel ends on the 14th  day from when your goods are delivered to you, your nominated neighbour or  your dedicated safe place. Customers have up to 15 minutes from placing their order to request a cancellation. After this time frame orders cannot be  cancelled.
We recommend you email customer.services@jasperconranlondon.com in the first instance so we can arrange for your order cancellation prior to it being  dispatched. Once orders have been placed they cannot be put on hold or amended; single lines from orders cannot cancelled and additional items cannot be added. Only entire orders can be cancelled.

If your order has been shipped or is in transit, you will not be able to cancel it before it reaches you. We recommend you return the goods following our Returns Policy. If you choose to cancel your order (instead of following the  returns process) you will need to cover the cost of the return shipment.

The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you track the parcel for  the value of the goods and retain your Proof of Postage Receipt. The  reimbursement will be credited without undue delay to the purchaser’s original payment method within 14 days of receipt of the returned goods.

Please note: your right to return products does not apply to goods made for  your specification, that have been clearly personalised or have not been  reasonably cared for whilst in your possession.


I have received my order but something is missing, what do I do?
If something is missing from your order, in the first instance please check your Shipment Confirmation email and your Jasper Conran London invoice to see if  your order has been part-dispatched. The missing item may have been on pre-purchase and will be dispatched at a later date. This information will be visible in the Product Description online. If the missing item is not on pre-purchase please email Customer Care at customer.services@jasperconranlondon.com who will investigate for you.
If you find a discrepancy, please contact Customer Care by emailing customer.services@jasperconranlondon.com .


When is the latest I can order for Christmas Delivery?
Order by the 21st December with Standard UK delivery to make sure your gifts arrive in time for Christmas.
Any purchases made on our website between 13 November and 21 December 2023 can be returned up until 20 January 2024.
For purchases made from 22 December onwards, our normal refund policy will apply.


What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Diners Club, Google Pay, Apple Pay and Shop Pay.

All transactions are taken in pounds sterling (£). If your credit card is in any  other currency, the rate of exchange will be that of your card issuer and you  may be charged an international fee by them.

When will I be charged for my order?
Your chosen method of payment will be charged at the time you place your order. If you have chosen to pre-purchase stock, your chosen payment method will be charged to secure the item(s) and will be despatched to you as soon as the stock arrives with us.

Please contact Customer Care by emailing  customer.services@jasperconranlondon.com if you have any queries.


Do any tax charges apply?
All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (20%).

What delivery options do you provide?
Visit the Delivery Policy page for our current UK delivery.

If you are shipping outside of the UK, please visit our Delivery Policy page.

Which delivery provider do you use?
UK orders are shipped with Yodel for Standard and Next Day deliveries.

International orders are shipped with DHL.

Can I change the address on my order once it has been placed?
Unfortunately, once orders have been placed the address cannot be amended.  This is due to GDPR regulations to protect your details and subsequently your privacy. Please contact Customer Care by emailing customer.services@jasperconranlondon.com and we will cancel your order. You will be able to create a new order with the correct address.

Can you deliver to a PO box?
Unfortunately, our courier cannot deliver to PO boxes.

Can I upgrade my delivery after I have placed my order?
Unfortunately, it is not possible to change your delivery choice once the order has been placed.

Can I track my order once it has been shipped?
Your tracking link will be sent in your dispatch email.

For any other tracking information, please contact Customer Care by emailing  customer.services@jasperconranlondon.com and we will provide you with your  order’s tracking details.

I have a problem with my delivery, what should I do?
Please don’t hesitate to contact Customer Care by emailing  customer.services@jasperconranlondon.com


What is your return policy?
If for some reason you are not completely satisfied with your purchase, please  visit our Returns Policy page for more information.

How do I return my online order?
If you are not completely satisfied with your purchase please visit our Returns  Policy Page for more information.
If you return your parcel via the post office please obtain a free proof of postage receipt*.
*Please ensure you keep any Proof of Postage safe until we have confirmed  receipt of your returned item(s) as the items remain the customers property until they are received by Jasper Conran London. Once your return has been processed, we will send you a confirmation email.

Please Note: Returns can take up to 14 working days to reach our warehouse.  We will process your return within 14 days of receipt of the returned goods and  will send you further email notification to confirm this.

I have missed the returns deadline, can I still return my order?
Your item(s) should be sent back to us within 28 days of receipt as per the Jasper Conran London Returns Policy. Returns outside these timeframes may  be accepted at the discretion of Jasper Conran London, returned back to the  customer or may only be refunded as Online Credit.

When can I expect to be refunded for my return?
At present, we ask our customers to allow at least 14 days for their return request to be processed from the date it has been received at our warehouse.
 
I received my order but the item is wrong, what do I do?
Please contact Customer Care by emailing  customer.services@jasperconranlondon.com

What should I do if an item I have received is faulty or damaged?
Please contact Customer Care by emailing  customer.services@jasperconranlondon.com
 
I have lost/used my returns label/paperwork, can I obtain another?
If you happen to misplace your dispatch note please contact Customer Care by  emailing customer.services@jasperconranlondon.com

Do I need to obtain proof of postage for my return?
Yes you must obtain your Proof of Postage receipt for your Return. This is free and can be requested at the Post Office. Please ensure you keep it safe until we have confirmed receipt of your returned item(s) as the items remain the customers property until they are received by Jasper Conran London. Once your return has been processed, we will send you a confirmation email.

Once we have received your returned item(s) at our warehouse, we will send you an email to confirm receipt of the returned goods. Please allow 10 working  days for your return to reach us. We cannot be held responsible for item(s) lost  in transit.

Do you offer freepost returns?
Jasper Conran London currently do not offer a Free Returns Service


I have received my refund confirmation email but cannot see the funds in  my account, how long will this take?
Refunds may take up to 5 working days to appear in your account due to varying processing times between payment providers.


How do I return a gifted item?
At present we do not offer gift receipts for online purchases.

If a gifted item is returned for a refund, it will be made to the original payment  method and a confirmation email will be sent to the person who made the  original purchase.

I would like to provide feedback on my recent experience with Jasper  Conran London, who should I contact?
We welcome customer feedback any time. Please contact Customer Care by emailing customer.services@jasperconranlondon.com

The item I want is showing as "out of stock", how do I know if it will be  restocked?
If the product is “Coming Soon” or due to be “Re-Stocked,” we will display this message in the Product Description. Click ‘Notify Me’ and register your email address. We will send you an email notification when this item is in stock and ready for purchase.

If there is no message in the Product Description, we may be sold out however we do recommend checking with our Stores or Customer Care.

Where can I find your sizing information?
You can find our general sizing and measuring guide under the Size Guide however for specific product measurements you can find this by clicking ‘SIZE GUIDE’ on the relevant product page.

Alternatively, you're welcome to contact an experienced member of our Customer Care Team by emailing customer.services@jasperconranlondon.com
 
How do I wash my garment?
Our clothing is made from high quality fabrics and often require special care.  Please ensure you follow the wash care instructions which can be found on the inside seam of the garment or the ‘Materials’ section on the relevant product page.


Do you sell gift cards?
Jasper Conran London’s digital only E-Gift Card can be purchased online and redeemed on Jasperconran.com

  • E-gift cards are non-refundable and cannot be exchanged for cash or   store credit.
  • Products purchased with e-gift cards are not available for cash refunds.
  • Promotional codes or discounts cannot be used when purchasing an e-  gift card.
  • Your e-gift card will expire 12 months from the date of activation. If the e-  gift card is not used for a consecutive period of 12 months from date of  activation then the card will automatically expire at the end of that period  and the balance on the e-gift card will be forfeited.
  • When redeeming an e-gift card, the value of the purchase will be  deducted from the balance on the card. If you part pay using an e-gift  card, the full amount will be taken from the e-gift card and the remaining  amount from the alternative method of payment.
  • Jasper Conran London e-gift cards are equivalent to cash, and like cash,  if lost, stolen or damaged cannot be replaced.