FAQ

Online ordering

What are the benefits of creating a J&M Davidson account?

Creating a J&M Davidson account allows you to:

  • store multiple shipping and billing addresses to expedite your checkout
  • save the contents of your shopping bag for later
  • easily access your current order details and history
  • save credit card information to checkout more quickly
  • manage your saved items
  • add items to your wish list
  • review your store credit (in case of the purchase of a gift card or a return)

 

How do I Change my account details?

Go to My Account and sign into your account using your email address and password. Click 'Account information' and update, remembering to 'Save'.

 

What do I do if I have forgotten my password?

Please visit My Account, select 'Sign in' and then 'Forgotten password?'. We will email you a new password. For security purposes, we may request further information to verify your identity.

 

How do I place an order?

Depending on availability and shipping address, purchases may be made directly through jandmdavidson.com. You can contact us at 020 8969 2244 or via email at info@jandmdavidson.com. Please note we are available Monday-Friday from 10am-6pm (GMT/BST).

 

How will I know that J&M Davidson has received my order?

We will send an order acknowledgement email within 24 hours. Please Contact Us with your order details if you do not receive this email. Please note this is not an acceptance of your order. Your order is not accepted by us until you have received an email from us confirming that the order has been shipped.

 

If an item is out of stock is there a way I can be notified when it becomes available?

For queries about out of stock items, please Contact Us.

 

Can I cancel or modify my order?

If you wish to cancel or modify your order, please send an email to info@jandmdavidson.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.

If you have received your order and need to return it please refer to the return instructions included with your shipment.

Please note that a return of an order or part of an order must be processed within 14 days of initially receiving the order.

To cancel an order, you must clearly inform us:

Once we receive your returned item, we will process a refund, or an exchange as requested.

Payment

Which currency will my purchases be made in?

Purchases and shipping costs are charged in British Pounds (GBP).

 

When will I be charged?

Your card or other method of payment will not be charged until your order is accepted and shipped. However, it may reflect deduction of funds immediately upon order.

 

Why was my credit/debit card or other payment method declined at checkout?

If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:

  • The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
  • The 3 or 4 digit security number is correct
  • Your credit card has not expired
  • Your billing address postcode is correct

If you would like further assistance, please Contact Us to:

  • Verify whether you entered your payment information correctly

 

Can I claim a tax refund on purchases made online?

No, for international delivery (outside EU) taxes are not included in the purchase price.

Shipping

When will I receive my order?

Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be available to view in checkout. Delivery can take longer than expected due to customs clearance procedures in certain countries.

Working days are Monday to Friday, excluding public holidays in the UK and your chosen shipping destination.

All orders are shipped from the UK.

Please note: Orders placed after the cut-off times or on weekends and public holidays will be processed on the following working day.

  STANDARD EXPRESS
UK & Northern Ireland   1-2 working days
Europe 3-7 working days 1-3 working days
USA & Chanel Islands   2-4 working days*
Rest of the World   3-5 working days*

*based on incoterms DAP (Delivered at Place)

 

How do I ship to another country?

Select your shipping destination at checkout.

 

Can I track my order?

If you have a registered account with J&M Davidson, please select My Account, sign into your account and click the 'My Orders' tab.

Once your order has been shipped you can also track it at http://www.dhl.co.uk/en/express/tracking.html using the tracking number located in your shipping confirmation email.

 

Do you ship to multiple addresses?

Unfortunately, we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.

 

How much duty and tax will I have to pay?

If you order Product(s) for international delivery, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Returns

How do I return an item I have ordered online?

Returned Products must conform to our returns policy below.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

  • Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags;
  • footwear and accessories should be returned in the original boxes provided and inside a protective shipping box;

If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).

Please note that a return of an order or part of an order must be processed within 14 days of initially receiving the order.

To cancel an order, you must clearly inform us:

We will refund the price of the Product(s) in full. However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) for such loss or damage.

Customer service

How do I contact J&M Davidson Customer Service?

Please visit our Contact Us page for full contact details.

 

Where do I find items I have seen in the press?

If you cannot find what you are looking for on jandmdavidson.com, please Contact Us.

 

How do I unsubscribe from your mailing list?

If you have a registered account with J&M Davidson, please select My Account, sign into your account and click the 'Newsletter subscription' tab. Update your desired settings and press ‘Save’.

You may unsubscribe using the link at the bottom of any J&M Davidson email or Contact Us.

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