Orders & Returns

Here you can find information about tracking or cancelling your order, as well as our returns policy. For further information, please check our FAQ and Terms and Conditions pages, or contact customer services.

Tracking your order

To view the status of your order, simply log-in to your account. The Your Account page will detail the current status of any current orders and if they have been dispatched yet for delivery.
Smaller items will be delivered to you via Royal Mail and should arrive within 7 days. Larger items may be delivered by courier. In this case, a tracking number may be available. Your tracking number and the courier’s details will be sent to you in your dispatch email; you can use the number to track your order by visiting the courier’s website.

Cancelling your order

To cancel your order, you must contact customer services in writing via email or letter as soon as possible. It is very difficult to cancel an order once it has been dispatched from our warehouse.

Returning your products– the JML Guarantee

We’re confident that you’ll love our products, but for your peace of mind, we offer a free 30-day money back guarantee on every purchase. So if, for whatever reason, you’re not completely satisfied with your purchase, you can always send it back to us.

All you need to do to use your 30-day money back guarantee is to make sure you keep all the product packaging, instructions and other contents, as well as the included dispatch note. Once your item is returned, a full refund will be processed, usually within 7 working days. If the item is not faulty, the customer must pay the return postage.

The statutory right to cancel will not be affected by the additional 30-day money back guarantee.

How do I return a product?

To return a product, you must contact customer services in writing via email or letter as soon as possible and tell one of our team that you’d like to return your item(s). They will then give you a return number. On your dispatch note, there is a section for returns, please enter the number there.

Re-pack your item, along with the dispatch note, and please post it back to:
East Side
Port of Tyne Authority
Tyne Dock
South Shields
Tyne and Wear
NE33 5SP

Damaged or incomplete items

If an item arrives either damaged or incomplete, you are of course entitled to an exchange, or a full or partial refund. Please contact customer services and follow the same procedure as detailed above. JML is happy to refund the cost of postage for damaged or incomplete items to be returned. For all other cancellations, you must return the goods to us at your cost. Products must be returned via Royal Mail. Alternatively, we may arrange for a courier to collect the items. We cannot guarantee a full refund for postage if you choose to return your items via a different carrier other than Royal Mail.

Is there anything I can’t return

For legal or hygiene reasons there are a small number of products that can’t be returned. You will not have any right to cancel a purchase for the supply of any of the following goods:

For the supply of goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

For the supply of audio or video recordings or computer software if they are unsealed by you.

For the supply of cosmetic goods if they are unsealed by you.

The statutory right to cancel will not be affected by the additional 30-day money back guarantee.

If you are unsure whether your item can or cannot be returned, please contact customer services for more information.