Here you can find answers to many of our most frequently asked questions. If you have any questions or queries not answered on this page, or if you would just like some more information, please contact us.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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: