Frequently Asked Questions - Copy as at 201029

UPDATE 26TH JUNE

CAN I STILL ORDER ONLINE?

Yes you can, we have a small family team working hard to process your orders as quickly as possible.

We are offering some great lockdown deals on our Website, the best way to hear first is to sign up for our newsletter or follow us on Facebook and Instagram.

WHEN WILL I RECEIVE MY PARCEL?

To safeguard our employees, our warehouse operation has dramatically reduced staffing levels to enable them to implement strict social distancing measures and ensure that meticulous hygiene and cleanliness rules are followed.

We are able to offer Standard delivery and Next Day deliver services. For Standard deliveries, your parcel will be delivered within 5 working days from the time you placed the order.

Due to courier restrictions we cannot deliver to Argentina, Australia, Canada, Iceland, Japan, United States or New Zealand during the current lockdown restrictions.

TAKING THE WORRY OUT OF RETURNS

We know that thinking about returning products right now can be quite stressful, so any John Norris orders placed from 1st February 2020 will qualify for an extended returns period of 90 days with immediate effect. Our standard returns policy rules still apply, but we hope this will make life a little bit easier.

We are working reduced hours and less days to stay safe, couriers are experiencing delays and high volumes at hubs so you may want to wait to return your goods when lockdown is over, we will honour your returns and extend our returns period if necessary.

We are working our way through returns. Currently it may take up to 20 days to process your refund.

FAULTY RETURNS

Please contact our customer service team at sales@johnnorris.co.uk if you have a faulty item and they will assist you.

Please make sure anything faulty is properly cleaned as we will not be able to handle any items that are not washed and have any dirt on them. Unfortunately we will have no choice but to return these to you

Most of our suppliers are now closed and we may not be able to deal with your return until they re-open. Faulty goods will take longer to process as they will be kept in a holding area for 5 days before processing.

STAYING IN TOUCH

Our customer service team are working from home so unfortunately our phone lines are currently closed. However, we have a small but dedicated team dealing with all of your enquiries via email sales@johnnorris.co.uk, We’ll try and respond as quick as we can but please bear with us as we have severely reduced staffing levels.

THANK YOU

We’d like to say a huge thank you to all our team for their hard work in these uncertain times and also to you, our customers, for continuing to support us. It’s not been easy for anyone and we’re lucky to have a ‘John Norris family’ that pulls together in troubled times.

We’re doing all we can to navigate the unknown and will continue to be led by all Government and Public Health England advice, responding accordingly to the rapidly changing situation as advised by these experts.

Stay safe, well and look after each other.

John Norris

 

VOUCHERS - Please do not worry if you voucher is due to expiry during the temporary shop closure we will still honour it.

 

We aim to make shopping on our website as simple as possible, however, we do understand that you may have questions that need answering before and after you have placed your orders. We've tried to summarise the types of questions we get asked and provided answers to these questions below.

 

Payment Methods

What types of payment do you accept?

Currently we accept all major credit cards which will be processed through the SagePay Payment Processing Gateway.

Do you accept PayPal?

At the moment, we do not accept payment via PayPal.

Shipping & Delivery

When will you ship my order?

We aim to ship orders as soon as we possibly can, usually this will be the same day that you have placed your order. For orders where a Next Day delivery service has been selected, any order placed before 1pm Monday to Friday will be despatched to arrive the following working day. Delivery to the Highlands/Islands, Isle of Man or Northern Ireland may take 2-4 days. Next Day Delivery orders placed after 1pm on a Friday will be delivered the following Tuesday. Our Carriers do not normally deliver on Saturdays.

Do you deliver overseas and if so, how much does it cost?

We deliver to many parts of the world and our postage options and charges will be shown during checkout. You can check our current rates by visiting our Delivery page.

What happens if the goods I've ordered are out of stock?

If we have any problems with your order we will contact you. Please ensure you give us as many points of contact as possible.

If your question hasn't been answered here, click here to see our Delivery page which provides a little more detail.

Returns & Replacements

What happens if I want to return something I've had delivered?

We will gladly exchange or refund any unused goods if you return them to us in a saleable condition within 28 days of receipt. Simply post your goods back to us in an unused condition, in their original packaging with any labels attached, together with a copy of your invoice and a covering letter explaining your requirements, the goods are your responsibility until they reach our warehouse.

How do I return something to you?

There are 3 options for returning goods. These are 1) Return to our store in Penrith, 2) via CollectPlus where you can drop-off your parcel at your nearest CollectPlus store, or 3) via Royal Mail where you will be able to drop-off your goods at any Post Office.

What happens when you receive my returned goods?

Refunds and exchanges will be processed upon receipt of goods that are in re-saleable condition and accompanied by a returns note. Return postage costs are the responsibility of the customer, we regret that we cannot be held responsible for returned goods lost in transit.

How do you refund my money?

We can only process refunds via the original payment method used for the purchase.

What do I do I something I've received is faulty?

If an item is found to be faulty or damaged, please notify us immediately via phone or email and we will advise you how to proceed. Telephone: 01768 864211 or Email: sales@johnnorris.co.uk

Privacy and Security

What precautions do you take to protect my private details?

We take Privacy and Security very seriously and we are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with our privacy statement which you can see in full by clicking this link - Privacy Policy.

Promotions

Do you run any website promotions?

We run prize draws throughout the year where we offer one or more prizes that can be won by one or more draw entrants. You can enter these prize draws by answering a simple question and providing us with your contact details. We may also offer web only promotions from time-to-time, where you will be able to purchase goods that we don't normally stock in our shop.

Updating Account Information

Can I maintain my own account details on your website?

We have an "Account Dashboard" where you have the ability to view your orders and update your billing and shipping addresses. Visit the Account Login page and login using your email address and password.

How do I change my account password?

This can be done by clicking the FORGOT YOUR PASSWORD? link on the Account Login page. After you click the "Submit" button, you will receive a link to reset/change your password.

What happens if I've forgotten my password and can't login to your website?

Simply click the "Forgot Your Password?" link on the Log In page. You will then be asked to enter your email address. After you click the "Submit" button, you will receive a link to reset your password.

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