FAQs

If you have ordered several items from our store, they may be shipped from different locations. Therefore, you may receive your items at different times. We can ensure you that you’ll receive all the items you ordered. Please contact us if you are in any doubt at info@jimy.co.uk

All items are delivered by a professional courier service.

We use multiple courier services, and some to deliver at weekends, but unfortunately it’s not something we can guarantee.

Sometimes our customer service team will be able to make amendments to your order if the request is received before the order has been confirmed on our system. Please contact the customer service team at info@jimy.co.uk for more information.

First, check your junk mail just in case the confirmation email has gone in there. If for some reason you haven’t received it please contact us at info@jimy.co.uk

Most of our products are fulfilled and shipped from the UK, although some items may be shipped from other countries.

Before getting in touch with us, please help us out by doing the following:

Check your shipping confirmation email for any mistakes in the delivery address. 
Stop by your neighbours in case the courier left the package with them.

Pro tip: Package theft is on the rise – If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be!

If the shipping address was correct, and the package wasn’t left at your neighbour’s, get in touch with us at info@jimy.co.uk with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, email us at info@jimy.co.uk

We’re so sorry if the product you ordered arrived damaged or was the incorrect item. To help us resolve this for you quickly, please email us at info@jimy.co.uk with photos of any damaged products or incorrect items, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

If there’s something wrong with your order, please let us know by contacting us at info@jimy.co.uk

If you wish to return an item that has been unopened and unused you must contact us within 14 days from the delivery date. We will then give you information on how to return the product/s. You will be responsible for returning the item/s at your own expense. We highly recommend using the Royal Mail Recorded service.

To be eligible for a return, your item must be unused and in the same condition that you received it with tags and labels intact. It must also be in the original packaging.

For items that are DOA (dead on arrival) or are damaged please contact us within 14 days of delivery. For damaged items, please also take the time to send an image with your order details. In these cases we will ask you to return the product/s and replace them for you.

If you receive an incorrect item please contact us within 14 days of the delivery date. Please let us know the product you have received and take the time to send an image. We will do our best to rectify the problem as soon as possible.

Also see our Refunds and Returns policy.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If this is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please note as of the 5th March 2020 all Paypal Refunds will exclude the transaction fee.

If you have any questions about a refund, email us at info@jimy.co.uk or view our Refunds and Returns policy.