Freqently Asked Questions
We have tried to answer all of the questions we think you might have. If your query isn't answered, or you want to know more, use the Contact Us page.
Delivery, Orders and Returns
How do I pay for my order?
Answer: We won't ask you for any payment until we've made sure that all the goods in your shopping basket have been processed. And to make sure you always have the highest level of security, your payment details are automatically encrypted when you enter them. You can pay for your online order using Visa, MasterCard, Delta, Switch, Maestro or Solo cards. We do not store credit card details and all payments are processed by SECPAY a well established and trusted payment provider.
How much do I pay to have my order delivered?
Answer:
| Delivery charges: | ||
| Standard delivery (UK only) | £4.95 | up to 15 working days |
| Orders over £59 (UK only) | Free | |
If you wish to have items sent to separate addresses, please complete a separate order for each address. Separate delivery charges will apply to each address.
Why does my order take up to 7 days to be delivered?
Answer: We make every effort to delivery your goods as soon as possible. The length of time will depend on the courier service and this is dependent upon the product that you have ordered. Certain products are more fragile than others and therefore require a more specialised delivery service which will take longer to arrive at your home.
I forgot to include something in my order placed earlier today. Can I add to it?
Answer: You can add to your order by emailing sales@clementjoscelyne.co.uk by 10pm on the day on which you place it.
Can I make changes to my order?
Should you need to cancel or amend your order please contact Customer Service by emailing sales@clementjoscelyne.co.uk by 10pm on the day on which you place it. If you are amending your order, please be aware that your delivery time and the price you have been quoted may change as a result. Our Customer Service Department will notify you of this when you email them.
What happens if I don't like the items?
Answer: Don't worry. If you send the items back to us you can either exchange the item or have a full refund less the collection charge.
If you order online you have the legal right to return your order within seven working days of receipt of the goods. Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered.
The product you wish to return must be in a re-saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. We will refund the price of the item to the purchaser less the collection charge or exchange it as soon as it is received by us. This will usually reach that account within 10 working days. Timings will, however, depend on the speed with which your credit/debit card company process the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods. Please click here and return your completed Returns Form in order for us to arrange for the collection and refund.
How long does it take to process my returns?
Answer: We will always try and process your returns as quickly as possible, but, as stated on the website, it can take up to twenty-one days when we are very busy.
Privacy and Security
Why do you want my e-mail address/telephone number etc?
Answer: We ask for these details so we can contact you in case there is a problem with your order.
We also contact customers through e-mail with special Ligne Roset City Online offers and information. For example, if we have your email address, we can alert you to our Internet Sale straight away. You'll be at the front of the queue!
We do not make e-mail addresses or telephone numbers available to other companies.