Below are some helpful answers to questions that we sometimes get asked.  If you can't find the answer to your question, please call us on 0345 265 7595 or email us at customerservice@nicolajane.com


Your Order & Shopping Online

Is it safe to shop online?
Shopping online with Nicola Jane is totally safe. We use Sage Pay, a state-of-the-art security system that encrypts your payment details, making it impossible for them to be read over the Internet. Please read our privacy statement for further information.

How do I know which size to choose?
If you need any help finding the correct size for you, you can visit our ‘Fitting Room’ online where you will find lots of help and advice.
Alternatively you can call us on 0345 265 7595 and our expert Customer Service Team will help you over the phone.

The item I want is out of stock. Will you be getting any more?
We get daily replenishment of stock so it is possible that we will get more.
Some items are ordered in especially from the supplier for your specific order and will always take two weeks. You will see this note on the product description if this is the case.
Please always allow two weeks for delivery from when you place your order on this product, as we order it in directly especially for you!

If you are unsure you can always call us on 0345 265 7595 to check availability.

Some of my order is not in stock, when will I receive my order?
If an item is out of stock and due in to stock within two weeks we will hold the in-stock items until everything is available.  If you would like us to ‘part-despatch’ your order, please email customerservice@nicolajane.com or call us on 0345 265 7595. 


How does the Shopping Bag work?
When you have decided to buy something from the website, the first step is to add the item to your shopping bag by clicking 'Add to Bag'. To view the contents of your bag, simply place your cursor over the ‘shopping bag’ icon on the top right hand corner of the screen or click the ‘view bag’ link.

You can change any of these details before confirming your order by increasing or decreasing your quantities or removing an item from your bag.

When you’ve finished shopping, double-check the contents of your bag one last time then click on 'Checkout' to go to the secure payment area.

Please note that adding items to your basket does not reserve these for you. Products are reserved only at the point the order is placed.

How do I use a promotional code?
You will be given two opportunities to enter a promotional code. Firstly at the 'Shopping Bag' page and during 'Checkout'. If the code is valid, the relevant amount will be automatically deducted from your order total.

Do I need to set up an account to shop at Nicola Jane?
No, you can shop at Nicola Jane without creating an account. However, if you register with us you'll be able to enjoy the following benefits:
  • • You will not be charged VAT on your order (if you are exempt from paying VAT)
    • Track your orders and review past purchases
    • Build a 'wish list' so that you can email to friends and family, and keep a record of  styles that you like
    • Save your address so you can shop even quicker next time
    • Manage your account details, address book and mail preferences
To create an account, simply click on 'Sign in' and then 'Register now' to fill in your details.

What happens if I forget my password?
You just need to click the 'forgotten password' link on the 'Log In' page. After entering your email address you will receive an email with a link to re-set your password. Please note this link will expire within 24 hours so you will need to request a new link if not completed within this time

Can I make changes to my order once it is placed?
We will start to process your order straight away and as a result we cannot change your order or delivery address after it has been placed. We are also unable to cancel any order once it has been placed, we therefore ask that you thoroughly check that your order is correct prior to confirming.
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Can I purchase in other currencies?
All orders are adapted in the currency of the location the order is shipped to, the currency will automatically be set in Pounds Sterling, and your card will be charged using the exchange rate at the time the order is dispatched.

You can find out the current exchange rate by visiting this website: www.google.com/finance/converter

 
How can I pay for my order?

We accept Visa and Mastercard

Can I pay for my order using a gift voucher or credit note?
Unfortunately because our store and website systems are not directly linked, we cannot accept store gift cards or credit notes for online orders. This is something that we are working hard to rectify.
You can use your gift vouchers by calling us to place an order or visit one of our shops

At what point is my card charged?
We charge your card at point we despatch your order.

Will I be charged VAT on my order?
We do not charge VAT on any of our goods which are for use after breast cancer surgery, including full and partial mastectomy surgery, lumpectomy surgery and reconstructive surgery.  VAT is not charged when supplied to you for your own use.  
 
If you are eligible, please make sure you tick that you are exempt from VAT.  If you set up an account you will only need to do this once when registering and then whenever you visit our site and log in, you will be charged the VAT exempt price. 
 
VAT is charged on all non-mastectomy goods like briefs and sarongs. In these cases the goods will be marked ‘VAT Inclusive’.
 

Delivery & Returns

What countries do you deliver to?
Our UK delivery covers all areas of the UK including Northern Ireland and off-shore islands. We also offer European and Rest of World delivery to selected countries. You can see a list of countries that we deliver to by reading our Delivery page

If you live in a country that is not listed we may be able to process your order over the phone. Please ring us on +44 1243 537300 to discuss this option.

How soon will I get my order?
We offer a range of delivery options for UK, Europe and international delivery. If you live in the UK, the quickest you can get you order is the next day by 1pm when you place your order via Special Delivery.

For customers living outside the UK the delivery will take 7-10 working days for orders sent to Europe and 10-15 working days for orders sent to the rest of the world.
Please click here for full information on our delivery options.

How much will my delivery cost?
For UK customers the cheapest delivery is option is Standard Delivery at £3.50 which will take 2-3 working days to be received. We also offer the quicker service, Special Delivery at £8.95 which guarantees delivery before 1pm the next working day (Monday-Friday only).

Please click here for full information on our delivery options.

What happens if I am out when my parcel is delivered?
Don't worry. If no-one is available to take the order, a note will be left by Royal Mail and the parcel will be returned to your local Sorting Office. Please call the telephone number on the Royal Mail 'Unable to Deliver' note to arrange re-delivery.

Both Standard Delivery and Special Delivery can all be tracked, you will receive your tracking information via your Order Confirmation email. If a mobile number is provided by yourself at the time of ordering you will also receive tracking information via text message. If you do not receive any tracking information please email customerservice@nicolajane.com or call us on 0345 265 7595 for your specific tracking number.

What do I do if my delivery hasn't arrived within the specified time?
The delivery estimates quoted on our website and in our emails are estimates only. We do everything in our power to get your order to you on time but sometimes events can happen that are out of our control.

If your estimated delivery time has passed we recommend that you contact our Customer Service Team on 0345 265 7595.

Can I return my order to a Nicola Jane store?
Yes, you can return your products to any of our Nicola Jane stores for an exchange or refund.  You will need to bring your despatch note as proof of purchase.

How long will it take to get my refund?
If you return your products using the Freepost label, this should get back to us within 7 days but it can sometimes take longer. When your return arrives we will process this within 2 days. At the point of processing this you will receive an email confirming the return and your refund.

Please note that it can take up to 10 days for a refund to appear in your bank account. Unfortunately this is out of our control as it dependent on your bank or building society so if you have concerns you will need to contact them.

Can I exchange an item?
Yes you can.  Simply follow the directions found on our Returns and Exchanges page

If I receive a faulty item what should I do?
In the unfortunate event that you receive a faulty item please return it to us enclosing a brief note including your details and description of the fault. 
Once we have received the item back we will contact you and advise if a replacement is available or offer a full refund.