Customer Support

We are committed to providing the highest level of customer service, and we always like to hear from our customers. If you encounter any problems, please send us emails at info@jjsart.co.uk so that we can resolve problems for you as quickly as possible. To view the answers to our FAQs, please click on the question below.

Order Cancellations

If you have made a duplicate order and you do not want 2 same orders,please email us promptly at info@jjsart.co.uk, We will cancel within 12 hours after receiving the message and refund immediately. Please know that the order can not be canceled once it’s shipped.

You can cancel the order within 12 hours after you place the order without any questions asked. After the order is placed more than 12 hours, please contact our customer service staff to confirm the status of the order. As long as the order is not shipped, it can be canceled and refunded in full.

There are various reasons why an order may have been canceled such as:

Out of Stock

Unverified information

Payment decline

Tech issues

Incorrect address

Force majeure factors lead to orders not being delivered normally, such as wars, pandemics?etc.

If your order was canceled, you should receive an email notification detailing the reason.

Sometimes an order does not?process – this could be due to two possible reasons:

The time lapse between ordering the item and confirming payment

The item changed to out of stock during the ordering process

To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can.

Credit Card Payments

We only charge your credit card upon dispatch of your order, so if your order has been canceled, you will not be charged.

If you see a charge then it is a pre-authorization only, which will be automatically canceled by your payment provider.

PayPal Payments

Payments ma

Order Changes

If the order has not been shipped,we are able to update your new shipping address.But once the order is shipped,changing shipping address is no longer available.So please email us at info@jjsart.co.uk urgently if you need to change your shipping address.

Once the order is placed on our website,you are unable to add new items to the placed order.If you wish to purchase an additional item,you need to place a new order.

If you want to delete an item after the order is placed and paid,the item can only be deleted before the order is processed by our working staff.So please email us at info@jjsart.co.uk urgently if you need to delete items from the order.

Sorry,we are unable to make any changes to the billing details after an order has been placed for your financial security.

Sorry,we are unable to make any changes to invoices.We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.

Order Issues

We’re very sorry to hear that your package did not arrive in perfect condition.In order for us to follow up with this inquiry, please kindly send us photos of the faulty item.Please email us at info@jjsart.co.uk so that we can open a swift investigation.

We’re very sorry to hear that your package did not arrive in perfect condition.In order for us to follow up with this inquiry, please kindly send us photos of the damaged item,the inner and outer packaging.Please email us at info@jjsart.co.uk so that we can open a swift investigation.

We’re very sorry to hear that you received wrong items.In order for us to follow up with this inquiry, please kindly send us photos of the items you received.Please email us at info@jjsart.co.uk so that we can open a swift investigation.

Usually the entire order will be shipped in one package but it is possible for some orders to be shipped in separate parcels to keep all products in good condition or the products may from manufacturers in different locations.So no need to worry about that.All orders will come to you in droves.

Deliveries & Shipping

Now we ship to most countries in the world.However, it is not ruled out that the package may not be delivered normally due to some force majeure factors.In this extreme case, we will promptly contact you and help you cancel the order and refund the full amount.

We care about the speed of delivery and know its importance in improving customers’ shopping experience on our Site.

Total delivery time is estimated after payment is confirmed and based on the time for processing and the time for shipping.

We process orders on weekdays from Monday to Friday. Normally it takes about 1-3 days for new orders to be processed and the order will be shipped the next day after the processing day.Please kindly allow extra time for your order to be processed during holidays and sale peak seasons. Please note that orders can not be shipped on weekends.

For different shipping methods you may choose,we provide the average shipping times for our products so that you can calculate approximately when your items will reach their destination.

Free shipping 7-16 days (18-24 days to United State)

During sale peak seasons there may be a delay up to 5 days.

We calculate the cost of shipping based on your location and the size, weight, and value of your order. After you add the item to the shopping cart and fill in your shipping address, you will enter the next page to choose the shipping method.There, you will see all the shipping methods available and their prices.

Sorry,we don’t. Please kindly provide your street address as the shipping address.

Once your order ships, you will be sent an auto-email containing tracking information including tracking number and link.If you have not received the tracking information,it means the order has not been shipped.

Please note that some standard couriers can take up to 48 hours to generate information to their tracking website.If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation.

The investigation to locate a package may take several weeks.

If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

Import duties and taxes may apply upon receipt of international orders.

These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country and depend on a number of factors, such as:

Country of origin of the purchased product

Local VAT rates

Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities.

The amount of duties & taxes applied depends on the value of the order and the destination country.

Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.

As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking reference number provided in your dispatch confirmation email.

Payments & Security

We accept all major debit and credit cards such as Visa, MasterCard, Maestro, American Express and other payments methods such as PayPal.

During the checkout process, the supported payment methods are displayed on screen.

Our system only allows one payment to be taken per order, so you are unlikely to have been charged twice for the same order.

However, it’s possible that we have received a duplicate order.Please send us your order number so we can investigate this further.

If you need us to email you a copy of your invoice,please email us at info@jjsart.co.uk

Sorry,We are unable to make any changes to invoices.We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.

We use the very latest security technology to protect our service and your details. Any sensitive information such as your credit card details, name and contact details are encrypted. We only accept orders from web browsers that allow communication through Secure Socket Layer (SSL) technology to ensure your order is taken via a secure connection and information passed between your computer and our website cannot be read in the event that it is intercepted.

Promotional codes can only be added at the time of placing an order; they cannot be applied after the order has been completed. We are also unable to refund the discount amount that using a code would have given.

Our discount codes are only valid from the time that the promotion starts, until its expiration date. For this reason, we cannot apply a code to orders placed before an promotion began, or to orders made after the promotion has finished.

Returns & Refunds

Any order you wish to return (which meets our returns policy) must be received by us within 14 days from the date of receipt.We are unable to accept returns that are outside the returns time. Please ensure that your order is returned within 14 days of receiving your items to be eligible for a return or refund.

You can return items to us within 14 days for refund or exchange – simply complete and enclose a copy of our returns form and return the items to us using your chosen carrier. Please note that the returned item(s) should be returned in a resalable state: unopened and unused with the original presentation box, with protective packaging and any cards or tags included.

Returned items are sent at your own expense and you must obtain proof of postage. Items are returned at the customers own risk and we cannot accept liability for any returns damaged or lost in transit. When your return is received, it will be inspected in line with our returns policy, and if accepted your refund will be credited to the original payment method (excluding the initial delivery cost).

Please allow up to 28 days from the day we receive the returned goods for your refund to be processed.

If you are returning an order that is not damaged or faulty, we only refund the value of the item and not any related postage costs.

We’re very sorry to hear that your package did not arrive in perfect condition.In order for us to follow up with this inquiry, please kindly send us photos of the faulty item.Please email us at info@jjsart.co.uk so that we can open a swift investigation.

We’re very sorry to hear that your package did not arrive in perfect condition.In order for us to follow up with this inquiry, please kindly send us photos of the damaged item,the inner and outer packaging.Please email us at info@jjsart.co.uk so that we can open a swift investigation.

We’re very sorry to hear that you received wrong items.In order for us to follow up with this inquiry, please kindly send us photos of the items you received.Please email us at info@jjsart.co.uk so that we can open a swift investigation.

Please note that returned orders can take up to 28 business days for the funds to credit back to your original payment method as the below steps need to be followed:

1- Shipping time to arrive back to our warehouse

2- Processing and inspection for refund approval

3- Authorization to finance department to issue refund

4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 28 business days, please send us the tracking number for the returned package so that we can investigate further.

Canceled Orders

For orders made by credit card, we only charge when the order ships to you.

If you see a charge on your credit card for a canceled order, it is likely to be only a pre-authorization and not a payment. This will be automatically canceled by your payment provider.

If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account.

Credit Card Refunds

Please allow up to 7 business days for the funds to credit back to your payment method.

PayPal Refunds

These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact us by clicking on the link below so that we can investigate further

For returned items, it can take up to 28 business days for the funds to credit back to your original payment method as the below steps need to be followed:

1- Shipping time to arrive back to our warehouse2- Processing and inspection for refund approval3- Authorization to finance department to issue refund4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 28 business days, please send us the tracking number for the returned package so that we can investigate further.

Account & Websites

If you receive a message that says your email address/password isn’t recognized, follow the steps below:

Make sure you are using the same email address and password you registered with – you may have more than one account so please check

Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly

If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account

If you still can’t sign in, please contact us giving as much detail as you can about the issue.

Firstly, please close your browser, re-open it and try again

You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear.

On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

We also suggest that you use one of the browsers that are fully supported on the website including IE, Chrome, Safari or Firefox.

If you’re still having problems, please contact us giving as much detail as you can about the issue including:

Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)

What you’ve done so far to try to resolve it