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. Simply select your currency from the country flags at the top of the website and just click on the buy or add to cart button on any product and follow the simple step-by-step process through to checkout. Please note that UK customers can only order from the UK site and Republic of Ireland Customers can only order from the Republic of Ireland Site.
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 0808 206 0600.
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.
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.
Please check your card details in your account to make sure the information is correct, e.g. the expiry date or your billing address. Make sure that you enter the security code correctly - the three digit number on the back of your card. Your payment may have been declined by your bank - please check this with your bank. If you've checked all of the above, we suggest you try paying with another card.
Order by 2.30pm for delivery within 4-5 working days
*A small number of products may require an additional postage cost due to the size of the parcel or other special considerations. If any additional fees are applicable then this will be made clear at checkout before you complete your order.
**Next working day delivery is not available in the following locations: Aberdeen (AB 30-35, 41-54), Northern Highlands (AB 36-38, 55-56), FK (17-21), HS (1-8), IV (All), KW (0-14), PH (15-32, 34-48), Eire (Republic of Ireland) (EI (ZZ75) (All)), Glasgow (G 83), Guernsey (GY 9), Oban (HS 9, KA 28, PA 20-99, PH 33, 49-99), Isle of Man (IM (All)), Arran (KA 27), Orkney Shetland (KW 15-99, ZE (All)) and Cornwall (TR 21-25).
We do not deliver to BFPO addresses.
Orders can only be delivered to the country of the customer’s billing address.
We aim to deliver all products within 4 - 5 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.
If you have placed your order before 2.30pm on a working day (Mon to Fri excluding Bank Holidays) we will deliver the next working day. If an order is placed on a Friday before 2.30pm and next working day is selected, we will deliver on the following Monday.
Next working day delivery excludes the following locations: Aberdeen (AB 30-35, 41-54), Northern Highlands (AB 36-38, 55-56), FK (17-21), HS (1-8), IV (All), KW (0-14), PH (15-32, 34-48), Eire (Republic of Ireland) (EI (ZZ75) (All)), Glasgow (G 83), Guernsey (GY 9), Oban (HS 9, KA 28, PA 20-99, PH 33, 49-99), Isle of Man (IM (All)), Arran (KA 27), Orkney Shetland (KW 15-99, ZE (All)) and Cornwall (TR 21-25) and BRPO addresses. Find out more about the benefits of using this service.
Do you deliver to Aberdeen, Northern Highlands, Republic of Ireland, Glasgow, Guernsey, Oban, Isle of Man, Arran, Orkney Shetland or Cornwall?
We do not deliver to the following locations with the following postcodes: Aberdeen (AB 30-35, 41-54), Northern Highlands (AB 36-38, 55-56), FK (17-21), HS (1-8), IV (All), KW (0-14), PH (15-32, 34-48), Eire (Republic of Ireland) (EI (ZZ75) (All)), Glasgow (G 83), Guernsey (GY 9), Oban (HS 9, KA 28, PA 20-99, PH 33, 49-99), Isle of Man (IM (All)), Arran (KA 27), Orkney Shetland (KW 15-99, ZE (All)) and Cornwall (TR 21-25) and BRPO addresses.
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.
What happens if I am 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.
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. Please re-pack your item, along with the dispatch note. This will help us to process your order. And please post it back to us. Please be aware, you will be responsible for paying returned postage costs, unless your item is faulty.
Nothing in our 30-day money back guarantee policy or this section affects your statutory rights. For example, you have a right to claim a repair or replacement of goods for up to 6 years from the date of purchase (5 years in Scotland) if your goods were not of satisfactory quality or fit for their purpose on the date of purchase. If you make a claim during the first 6 months, and we reject it, it's up to us to prove the goods were of satisfactory quality or fit for purpose at time of sale. After 6 months, it's up to you to show that the product had a fault or defect when it was sold. If you ordered via telephone or internet you have the right under distance selling regulations to cancel your order and receive a refund for home delivered items under our JML Guarantee of 30-day money back guarantee.
What should I do if I have received damaged or incomplete goods?
If you are cancelling because there is a fault with the product, clearly state the details of the fault. We will meet the cost of returning the product or products to us if the goods are faulty or incorrect. For all other cancellations, you must return the goods to us at your cost.
Can I return a JML product bought from a high-street store?
If you have bought this from a high street store such as Asda or Wilkinsons etc you would need to contact JML Customer Service who would advise you of the correct procedure for the return as various policies apply.