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FAQ's

Q. Why haven’t I received an email confirmation?
A. An automated email confirmation is sent to your email address once your order has been placed and should be received within 30 minutes of placing your order.

If you do not receive this email it may have been caught in your SPAM filter, if you are able to please check your SPAM filter. Alternatively your email address might have been mis-typed, you can check this in your Edit Account Information of your Jago Quinn Account, if you have set one up.

If a confirmation email has not been received within 24 hours please call our Customer Services on +44 (0) 1305 760959 Info@JagoQuinn.co.uk

Q. How do I change the address for an order?
A. Delivery address can only be changed by email notification to Info@JagoQuinn.co.uk. Then depending on where the order is within our sale/delivery process we will do all we can to change the delivery address.

For further enquiries with regard to this please call Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Q. How can I cancel my order?
A. You can cancel your order up until Customer Services has processed your order.

For further enquiries with regard to this please call Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Regrettably, if your order required personalisation and has already been processed we are unable to cancel the order.

Q. Is VAT charged online?
A. All orders for delivery within the UK or European Union incur VAT at 20%.

Prices quoted in Great British Pounds (GPB) include VAT which is included in the retail price, this will be deducted if your order is for delivery outside the UK or European Union.

For further enquiries with regard to this please call Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Q. Will somebody let me know if my item is unavailable?
A. You will receive an automatic email confirmation of your order but this does not confirm the item is in stock.

In the event that an item you have ordered is delayed or out of stock, a member of Customer Services will contact you and notify you of the "in stock" date. If you do not wish to remain on our waiting list, they will be able to offer you an alternative colour option or design.

If you have any queries regarding your order please call Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Account Information

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Q. How do I view my Order History?
A. To view your Order History you must create an account on this website before or during the placing of your order. Once the account is logged in, visit the 'My Account' section for order history details.

If you have not created an account with us, you can do so here.

Q. I have forgotten my password to ‘My Account’?
A. If you have forgotten your password, please click here.

Alternatively click on the 'Forgotten Password' button on the log in screen within 'My Account', and we will send you an email link for resetting the new password.

If you are having problems logging on then please contact Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Delivery

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Q. When will my order be delivered?
A. Orders are delivered within the time frames shown on each of our products pages.

Q. I missed the courier for my delivery, how do I reschedule?
A. The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery.

If you have any further issues, please contact Customer Services Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

 

Q. Can my order be delivered today?
A. Unfortunately we cannot do same day delivery, if it is urgent please contact Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk and we will do whatever we can to get your order to you ASAP.

Q. How will you ship my order?
A. Our items are delivered from depots all over the UK and Europe. We use both national and International Couriers and the Royal Mail

Courier Service
All parcels dispatched with UK delivery addresses will be delivered Monday to Friday 9.00am-5.30pm and will require a signature upon delivery. This however will not apply to Bank Holidays. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event no one is available to sign, the courier will leave a card for you to contact them and arrange a date for redelivery.

We cannot accept responsibility for parcels that shipping company have been unable to deliver, nor parcels which have been left without a signature at your request. We always recommend that you provide us with a business address for deliveries, as there is always likely to be someone who can sign on your behalf.

Delivery to APO/BFPO and PO BOX addresses is not currently available.

Q. How much does delivery cost?
A. DELIVERY WITHIN THE UNITED KINGDOM

Goods Value Delivery Charge
Up to £49.99 £7.95
£50.00 and above included in the price.

All UK orders are sent via courier, and require a signature on delivery .

 

Delivery to all other destinations, please contact our Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Q. Can I specify a delivery date?
A. Unfortunately, we cannot deliver on a specific day.

If your delivery is urgent please contact Customer Services on +44 (0) 1305 760959 or email Info@JagoQuinn.co.uk

Q. Will I have to pay any Import Duty if I am purchasing from abroad?
A. Customs or handling charges that may be charged in the destination country are beyond our control and we are unable to accept any responsibility for these, these will be required to be settled on receipt of the goods.

Returns

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Q. Can I return my product if it has been Personalised?
A. We are unable to offer an exchange or refund on any items that have been personalised.

Additionally, we regret we are unable to refund shipping costs.

Q. How should I return a product?
A You will need to email our Customer Services team at Info@JagoQuinn.co.uk to obtain an address and returns number. We always suggest that you use a signed for service for you own protection.

Customer Service

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Q. How do I contact Customer Services?
A. Please click here for full details of how to contact us.

Guarantee

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Q. Do I get a warranty with my purchase?
A. All of our listed products are guaranteed against defects in workmanship for one year from the date of purchase (this in no way affects your statutory rights).
However, in the unlikely event that your product does not match up to our exacting standards, we will try our hardest to put matters right.
Should any manufacturing fault appear on your product within twelve months of purchase, please contact our Customer Services team at Info@JagoQuinn.co.uk to obtain an address and returns number. We always suggest that you use a signed for service for you own protection, then return it to us with proof of purchase. Where possible we will try to repair it, or if it cannot be repaired, we will replace it for you.

For any damage resulting from normal "wear and tear", an accident, or damage that has occurred outside of our guarantee period please contact our Customer Services team at Info@JagoQuinn.co.uk who will be pleased to assist you with suggestions on the repair where possible.

Secure Shopping

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Q. Is my information held securely by Jago Quinn?
A. Your privacy and security is very important to us and we aim to ensure that any personal information we obtain will always be held, used and transmitted in compliance with UK data protection rules

Q. Is it safe to use my credit card on www.JagoQuinn.co.uk?
A. Yes, shopping with Jago Quinn online is completely safe and secure. We use offsite encryption technology via our payment partners Sage Pay and Streamline (part of the RBS group) to ensure that any card information you transmit during the ordering process is secure. Our own servers are secured to protect all personal information, your address and any products that you may order..

Q. What payment methods can I use?
A. We accept Visa, Visa Debit, Mastercard, Maestro, American Express cards, as well as PayPal

Sustainable Sourcing

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Leather Care

Q. How do I look after my leather product?
A. We recommend that you store leather away from direct sunlight to prevent the colour fading.

Leather is an organic, natural material so you may find the surface shows some minor variations in colour or even the occasional small natural markings.

Q. What action should be taken if my leather product gets wet?
A. Take immediate action if the leather gets wet. Blot with a soft, absorbent cloth and it should be stuffed and left to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching.

Miscellaneous

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Q. What are the Terms and Conditions for online sales?
A. Please click here for our Terms and Conditions

Press

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Q. Who do I contact regarding PR or press enquiries?
A. Please contact our Press office on 01305 760959 or email Info@JagoQuinn.co.uk