FAQ & Help

Placing your order

How do I place an order?

Placing an order is easy. Just click on the buy or add to cart button on any product and follow the simple step-by-step process through to checkout.

If you’ve not already registered with us, you will need to create a new login. To do this, you will need to enter your email address and to create a unique password to access your account.

If you prefer not to order online, or have problems with online checkout, you can contact us by phone and place the order with one of our customer service team direct by calling 0871 221 2677. You can also place an order by using our Chat Now service.

Do your product prices include VAT?

Yes, as we're based in the UK, all prices on our website are inclusive of VAT.

I've found an item cheaper on another site - do you price match?

JML has an everyday low pricing policy and we always keep a close eye on other retailers and online shopping sites to ensure our prices are always competitive. It is inevitable, however, that in such a dynamic market as the internet, there will be some shopping sites promoting JML products cheaper than we do, as well as some sites which sell JML products for more than we do.

We cannot always price match, but we can guarantee that you will always receive genuine JML products, along with specialised product-specific customer service and a free 30-day money back guarantee with every purchase.

How do I know my order has been successful?

After you’ve completed checkout, you’ll be sent an email to confirm that we have received your order. Within 48 hours you should receive a second email, to confirm that your order has been prepared and made ready for dispatch.

What do I do if the item I want is out of stock?

If a product is out of stock you can request an email notification to let you know when we have new stock available.

If I change my mind, can I cancel or alter my order?

If you change your mind after placing an order, please contact customer services as soon as possible. It is very difficult to make changes to any order once it has been dispatched, however, we do offer a 30-day money back guarantee on all orders, should you not be satisfied with your purchase.

How can I find out more about product safety?

Doktor Power Dry Foam – download product information here.

My account

How do I register for an account?

On the top right corner of the page you should be able to see a Login/Register link. Click on the link and you will be invited to create an account, if you do not already have one. Your username will be the same as your email address; you will then need to create a password.

What happens if I forget my password?

If you forget your password, don’t worry, we can email it you. On the Login/Register page, just right of the password box, you’ll see a “Forgotten Password?” link. Click on it, and enter your email address on the next page. An email will be sent to your address with your password details.

How can I change my password, address and other personal details?

When you log-in to your account, you’ll notice a number of links on the left hand side. Options to change your personal details and your password are all listed there.

Are my personal details safe?

JMLdirect.com is Tier 1 PCI DSS certified – a security standard which ensures the highest level of available protection for private data used by a website. Tier 1 PCI DSS certified websites undergo regular independent tests to ensure your data is protected and not vulnerable to theft.

We comply fully with the Data Protection Act 1998 and will never share your personal data with a third party without your full consent. You can find out more on our Security and Privacy page.

Payment

What methods of payment do you accept?

We accept most major debit and credit cards including Visa Credit, Visa Debit, MasterCard, Switch/UK Maestro, and Solo cards. You can also pay online via PayPal.

Do you accept payment via cheque?

We can accept payments by cheque – please contact customer services for more details.

When is payment charged to my credit or debit card?

As soon as you have finished placing your order your card is pre-authorised. We don’t actually take payment until your order has been dispatched and is on its way to you. If, for whatever reason, your order cannot be dispatched immediately, we will not take payment until it is actually ready to send to you.

Do you save my debit or credit card details?

If you are a regular customer, you can choose for us to save your card and debit card details. This will make it much quicker for you to purchase items in the future. However, if you choose not to have your card details saved, they will be deleted once your transaction has been completed.

What do I do if I have a promotional code or a gift voucher code?

If you have a gift certificate or a promo code, you can enter it just below your order summary on the Shopping Basket page. Alternatively, you can enter it on the Payment page, just before you enter your card details.

If I have a gift voucher, do I have to spend the full amount on one single transaction?

No, if you don’t spend the full amount of your gift voucher in one single transaction, any remaining voucher credit will be stored on your account. The remaining credit will automatically be deducted from your next purchase. You can check your gift voucher credit any time by logging into your account.

Delivery

How much does delivery cost?

We have a very simple postage pricing structure, which allows discounts on postage for large orders:

Basket value £0-£9.99
P&P is £2.95

Basket value £10-£19.99
P&P is £3.95

Basket value £20-£99.99
P&P is £4.95

Basket value £100+
P&P is £6.95

Deliveries to the Republic of Ireland are charged at a flat rate of € 8.95

There are a small number of products which may require an additional postage cost, either because of size or other special considerations. You will be advised of any such additional costs at checkout.

If you reside in an outlying area of the British Isles you may be subject to a small delivery surcharge, the delivery cost will be clearly displayed for you at the Checkout system.

How long does standard delivery take?

We aim to deliver all products within 7 – 10 working days. On rare occasions delivery may take a little longer; if you have not received your items within 14 days of you placing your order, please contact our customer service team.

Do you offer express delivery?

Yes, express delivery is available for most of our products. To qualify for express delivery, you must place your order before 2:30pm, Monday-Friday. The cost of express delivery depends upon the size of your order; the prices structure is as follows:

Basket value £0-£9.99
P&P is £5.95

Basket value £10-£19.99
P&P is £6.95

Basket value £20-£99.99
P&P is £7.95

Basket value £100+
P&P is £9.95

Express delivery is not available for the Republic of Ireland and may be restricted in other outlying or non-mainland areas of the United Kingdom.

Do you deliver to Northern Ireland, Isle of Wight, Isle of Man and Anglesey?

We deliver to all UK addresses with a postcode, including Northern Ireland, the Isle of Wight, Isle of Man, and to Anglesey.

If you reside within these non-mainland areas you may be subject to a small delivery surcharge, the delivery cost will be clearly displayed for you during checkout.

Do you deliver to the Republic of Ireland?

Yes, we do deliver to the Republic of Ireland; please visit our Irish website to see our prices in Euros. For more information, please call our Irish customer service centre, on 041 978 0001.

Do you deliver internationally?

Although a number of JML products are available worldwide, we regret that we cannot currently post orders to international destinations. Customers in Germany can, however, order products through our German website.

Is my signature required to accept delivery?

With the exception of some smaller items, most orders will require a signature upon delivery.

What happens if I’m not at home when you deliver?

If you are not able to sign for your order when it arrives, the courier will put a delivery card through your letterbox, which will include details on how to rearrange delivery, or where you can collect your order in person.

If the order is not delivered, or collected in person, it will be returned to JML.

My delivery has not arrived, what should I do?

If you do not receive your order within 14 days of you making your purchase, please contact our customer service team on 0871 221 2677.

Returns

For further information on our returns policy and your 30-day free guarantee, please visit our Returns page and our Terms & Conditions page.

What do I do if I am unhappy with my purchase?

If for whatever reason you are unhappy with your purchase, we can provide a refund under the terms of our 30-day money back guarantee. However, you must keep all the product packaging, including the instructions and the product must be returned in a saleable condition. You will also need to retain your dispatch note.

Please contact customer services if you wish to return your items. Certain items, for hygiene reasons, cannot be legally returned to JML (see below).

What do I do if I've lost my product instructions?

If you lose your instructions please contact Customer Services who can supply you with a new set. If you require MSDS information relating to any products we can provide this on request.

Please contact customer services if you require a new set of instructions.

What should I do if I have received damaged or incomplete goods?

If you receive damaged goods, please contact customer services. You will be entitled to a replacement, exchange, or a full refund, including the cost of postage. We will either send our courier to collect the items or ask you to return them to us via the Royal Mail, for which we gladly refund the cost.

What types of products cannot legally be returned?

A number of ‘hygiene’ products cannot legally be returned to JML after they have been opened of used. These products include underwear, tights, earring personal beauty products and creams. Our customer service team can advise you as to whether an item can legally be returned.

Where do I post items that I want to return?

If you are returning items to us, please post them to the following address:

JML
East Side
Port of Tyne Authority
Tyne Dock
South Shields
Tyne and Wear
NE33 5SP

Can I return a JML product bought from a high-street store?

Yes you can, please return it to the address above.

Product Instructions

We understand that sometimes you may mislay your instructions booklets, so you can download them again here to provide you with everything you need to know about a product.

You will need to have Adobe Acrobat Reader installed to view these documents.

All Product Instructions

2 Minute Airbed download instruction booklet.

Beauty Trimmer download instruction booklet.

Bobble Off download instruction booklet.

The Clapper download instruction booklet.

Electrovita Circulation Massager download instruction booklet.

Cold Heat Cordless Soldering Iron download instruction booklet.

Dri Buddi download instruction booklet.

Disc Clinic download instruction booklet.

Dryer Balls download instruction booklet.

Easy Stitch download instruction booklet.

Exakt Sander Planer download instruction booklet.

Exakt Saw download instruction booklet.

Fitness Watch download instruction booklet.

Food Sealer download instruction booklet.

Fresh Air Globe download instruction booklet.

Garden Groom Midi download instruction booklet.

Garden Groom Pro download instruction booklet.

Halogen Oven download instruction booklet.

Iron Gym download instruction booklet.

Juice Booster download instruction booklet.

Luxury Flame Fireplace download instruction booklet.

Paint Sprayer Pro download instruction booklet.

Parking Sensor download instruction booklet.

Ped Egg download instruction booklet.

Power Blitzer download instruction booklet.

Star Chef Deluxe download instruction booklet.

Steam Bee download instruction booklet.

Steam Genie download instruction booklet.

Titanium Hair Straighteners download instruction booklet.

Touch Lights download instruction booklet.

Vacum Freshbox download instruction booklet.

Super/Vee Slicer download instruction booklet.

We supply safety sheets for detergents in accordance with CHIP 3 and the Detergent Regulations. We also supply recycling information on Waste Electrical and Electronics Equipment (WEEE). All these safety and information sheets can be downloaded below:

Didi Seven Ultra download instruction booklet.

Doktor Power download instruction booklet.

Doktor Power Magic Eraser download instruction booklet.

Doktor Power Fabric Cleaner download instruction booklet.

Fix It download instruction booklet.

Magic Eraser download instruction booklet.

Miracle Dry Foam download instruction booklet.

Magic Minerals download instruction booklet.

Mantis Instant Shine download instruction booklet.

Mantis Scratch Remover download instruction booklet.

Mantis Wheel Brush download instruction booklet.

Spotless download instruction booklet.

Wood Renovator download instruction booklet.

GS27 download instruction booklet.

Permaclear download instruction booklet.

Patio Blast download instruction booklet.

Shazam download instruction booklet.

Snore Relief download instruction booklet.

Stainz R Out download instruction booklet.

Insect Shield download instruction booklet.

Recycling Electrical & Electronic Products download electronic product recycling info .