You can track your order at any time by clicking the tracking number in the dispatch e-mail which is sent to you.
Please click on the tracking link which will take you to our courier’s website where you can find out the status of your order.
Please visit our courier’s website where you can enter your tracking number to check the status of your order. www.royalmail.com

If you are not in when our courier tries to deliver and they cannot find a safe location to leave the package, they will leave a card and then attempt to deliver 2 more times, usually on the following working days.

To arrange a more convenient redelivery day, please follow the instructions on the card left by the courier.

Please contact Janan at customerservice@janan.co.uk or call on 01274 505050 for any other enquiries. 

You can have your order delivered to a different address to the billing address of your debit/credit card.
Please ensure that all details are correct before you checkout as amendments to your delivery details cannot be made once your order has been placed.

In the unfortunate event your parcel has been lost or damaged by our delivery partners, please contact Janan at customerservice@janan.co.uk or call on 01274 505050 for further investigation. 

If you wish to have an order left in a secure, safe location you should contact Janan as soon as you have placed your order with your request.

Sometimes this may not be possible, but please note that ANY ORDERS LEFT AS REQUESTED BY YOURSELF IN A SAFE LOCATION IS AT YOUR OWN RISK and Janan will not be liable to compensate orders that are damaged or lost.

A working day is referred as Monday to Friday. Saturday, Sunday and Bank Holidays are not classed as working days.

We deliver to UK mainland, Ireland, Highlands, Channel Islands and all UK Offshore Islands but currently we regret we do not deliver to BFPO and PO Box addresses. Orders placed on Saturday, Sunday and Bank Holidays will be dispatched within the next 1-2 working days accordingly.

If you change your mind about your purchase, please return items in a saleable and undamaged condition in its original packaging within 14 days of receipt. We will offer you a refund which will exclude postage costs.

Please allow up to 14 days for this to be processed from the day you return the products.

Please also note that items must be returned with all barcode tags and labels intact. We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us.

We do not offer refunds or exchanges for any jewellery, make-up, fragrances and contact lenses purchased due to hygiene reasons.

PLEASE NOTE REFUNDS CAN NOT BE OFFERED IN OUR UK STORES FOR ORDERS TAKEN ON THIS WEBSITE.

Returns can only be carried out if you return your order to Customer Services at the below returns address.

If you have any issues with returning your items please email customerservice@janan.co.uk quoting your order number, name, items you wish to return and reason for return.

RETURN DELIVERY CHARGES

Unfortunately, we do not offer free returns. When returning unwanted items, you will be liable for the cost of posting it back to us.

We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us.

All mailed returns should be sent to the following address:

Janan Online Ltd
Unit 6-8 Listerhills Science Park
Campus Road
Bradford
BD7 1HR

All our items are inspected before dispatch, however, should you receive a faulty or incorrect item please contact us and await a response before sending the item(s) back to us at the returns address in an unworn condition in its original packaging within 6 months of receipt.
All items are checked when returned and if we find that your item is faulty then we will refund you the full cost of your product including your original delivery charges. Please allow up to 14 days for your refund to be processed from the day you return the products. You will receive an email confirming the refund and the original order value with the refunded amount.
After you receive the refund confirmation email please allow for at least 5 working days for the money to be placed back into your account.
Your card issuer or bank is responsible for crediting your account therefore we do not have any control over the described time frame.
If your card has expired or has been declined we will arrange for another method of payment.

Once your returned order has been processed by our warehouse team, we will contact you via phone or email to let you know.
If you do not receive an email from us within 14 days, please contact Customer Service and we will look into this for you.

Your UK statutory rights are not affected by Janan’s returns policy.