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FAQs

 

How long will my order take to arrive?

As our products are made to order, dispatch times can vary. Most products take around two days to create, however you can see the estimated dispatch times on the product pages. Once your order has left us, delivery will depend on the service you've chosen. Delivery info can be seen here.

I need a gift quickly, can I order on a next day service?

Most of our products are eligible for next day delivery, however, due to the time taken to make, some are not. If a product is available to order on a next day service, it will display next to the price of the item on the product page. If you are unsure, please do give us a ring on 01935 873186 or email customerservices@jonnyssister.co.uk

Do you deliver outside of the UK?

Yes! We can deliver the majority of our products to almost anywhere, delivery information can be seen here.

May I change my order?

If you decide that you would like to change your order please get in contact as soon as possible. We will do our best to accommodate changes where possible. However we may not be able to accommodate changes once the order has been put into production. Please note that some changes to orders may incur an extra charge.

How will my order be delivered?

All standard deliveries will arrive via Royal Mail. This is not a tracked service, if you'd like a tracked service please select our express service. Express deliveries will arrive via UK Mail and will require a signature on arrival

How will I know if my order has been dispatched?

Once your order leaves us, you'll be notified by an email to the address you provided at checkout. 

Where is my order?

If your order has not arrived when expected, we recommend that, first of all, you check with your neighbours and local sorting office. If this is unsuccessful, please do not hesitate to get into contact with us at customerservices@jonnyssister.co.uk and we will do all that we can to locate your order. We strongly recommend that you opt for the tracked and signed delivery at checkout, otherwise your parcel will not be tracked.

Why has only part of my order been delivered?

Occasionally we will dispatch an order separately, this is due to some of our products being created in a separate location. If the remainder of your order has not arrived within a few days please do get in touch with us.

May I change my delivery address?

If you would like to change your delivery address, please let us know as soon as possible, as our system is automated. If you delay in letting us know we may not be able to change it.

Something isn’t quite right with my order. What can I do?

Although we hope you do not need to complain, we understand that occasionally things do go wrong. If this happens please contact us at customerservices@jonnyssister.co.ukWe recommend that you send us photographs of any faulty or damaged items as this will help us to determine the next course of action.

I have a special request for my order. Can you help?

Although customers love what we sell, sometimes they want something a little different. Maybe it is a special birthday or anniversary or maybe someone is returning from a long trip, so we understand that you want it to be just right. As the majority of our products are designed and manufactured in-house we are able to offer customers a completely bespoke service.  If you would like to know more about what we can do for you please contact us at customerservices@jonnyssister.co.uk. Please note that sometimes bespoke orders may incur an extra charge

I'm waiting on a reply to my email, when will I hear back?

We aim to get back to all queries the same day, however during busy periods it may take a little longer. Any emails received over a weekend will be answered on Monday. If your query is urgent, please ring us on 01935 873186 and we can assist you immediately.

I've forgotten my password and can't log into my account, what do I do?

If you're having trouble logging in, please use the 'Forgotten Password' link to reset. If you're still having issues accessing your account, please do get in touch.

What forms of payment do you take?

We accept payment from the following;

-Visa, Mastercard, Maestro, American Express, Paypal