FAQ : Ordering

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• How do I place an order?
• Do I need to create a customer account to order?
• When will my order be prepared?
• Can I edit or cancel my order?
• I have received a defective product, what should I do?
• I have not received the right product, what should I do?
• My order is missing a product, what should I do?
• How do I access my order history?
• How to get an invoice?
• Is there a purchase limit?
• What if a price is different on the e-shop and in the shop?
• Is it possible to offer a gift card?

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• How do I place an order?

  
  

  To place an order, simply add the product you want to your basket and follow the steps to payment.

• Do I need to create a customer account to order?

  
  

  Yes, it is necessary to create a customer account to place an order on our website.

• When will my order be prepared?

  
  

  Your order will be prepared as soon as possible by our logistics team.

• Can I edit or cancel my order?

  
  

  If your order has not been dispatched, we can still make a change to your order whether it is a change to the items and/or your delivery details.

  However, if your order has already been picked up by our carrier, we will not be able to make any changes.

  If you wish to cancel your order, please send an email to contact@janedeboy.com.

  If your order has already been dispatched, we will not be able to make a cancellation. You will have to make a standard return request.

• I have received a defective product, what should I do?

  
  

  If you have received a product with an anomaly or a defect, we invite you to contact our customer service by email or by phone, within a maximum of 48 hours from the receipt of your order.

  We invite you to attach a photo of the item concerned, as well as a brief description of the anomaly encountered.

  Our customer service department will come back to you as soon as possible. If the default is found, a pre-stamped return label will be sent to you.

  Please ensure that you do not use the product or get rid of the original packaging (including the label), otherwise we reserve the right to refuse your return.

• I have not received the right product, what should I do?

  
  

  If you have received the wrong product in your order and it is the responsibility of Jane de Boy, you can contact our customer service department to inform us and we will send you a return form to exchange or refund the product.

• My order is missing a product, what should I do?

  
  

  If by mistake a product is missing from your order, you can contact our customer service to find out if the product will arrive in a second delivery or if it is an error on our side, in which case we will try to find the best solution to compensate you.

  In the event that one of the products ordered is finally unavailable due to a stock anomaly, a warning e-mail will be sent to you before shipment.

• How do I access my order history?

  
  

  You can access your order history at any time from your customer account on the Jane de Boy website.

• How to get an invoice?

  
  

  You can access each of your order invoices from your customer account Jane de Boy.

  To do this, simply go to the "My Orders & Returns" tab, choose the order concerned and then click on "Invoice".

• Is there a purchase limit?

  
  

  There is no purchase limit for a classic credit card payment.

  However, for all payments via our service provider ALMA (split payments in 2, 3 or 4 instalments), a maximum amount of 2,500 euros has been set.

• What if a price is different on the e-shop and in the shop?

  
  

  The prices offered in the shop and on our website are identical. If there is a difference, it is probably an error and we invite you to contact our customer service department, or directly a salesperson in the shop.

• Is it possible to offer a gift card?

  
  

  It is perfectly possible to make a payment in the form of a deposite, in order to permit someone else to use it for a gift.

  A gift voucher can also be given to you in the shop.

The answer to your question is not in this list? Do not hesitate to contact our customer service from Monday to Friday from 10am to 1pm and from 2.30pm to 5.30pm by phone at +33 (0)5 19 88 01 58 (not surcharged), or by email at contact@janedeboy.com.