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FAQ

FAQ

Please read carefully our section of Frequently Asked Questions before any enquiry, as it might answer your concern straight away.

Questions About Delivery

Has my order been despatched?
We will always email you to let you know when your order has left John & Ginger, giving you peace of mind that your goods are on the way. Of course if your email has been lost in cyber space, or you delete it by mistake, you can check the status of your order at any time, by signing in to your account.

When will I receive my order?
Most of our UK orders arrive within 3-5 working days, or even sooner. Please note that orders are occasionally delayed due to bank and public holidays, and it is recommended to allow extra time for your order to arrive during these periods. These times depends on the service that you've chosen between Standard, Premium or Special delivery.

Why hasn't my order arrived?
On the odd occasion we experience delays with the service provided by Royal Mail and orders arrive later than intended. We understand how frustrating this can be, and for this we sincerely apologise. If your order hasn't arrived by the expected due date then please contact your local Royal Mail Collection depot as calling cards aren't always left.

Web: Royal Mail
Phone: 0345 774 0740

Please note that Royal Mail will not declare a parcel lost until 14 working days have passed since despatch for the UK and 21 working days for international orders. John and Ginger can only entertain claims for lost orders after this period of time and within 90 days of despatch.

Can my order be sent to a BFPO address?
We are happy to send goodies to your loved ones in the services, please make sure you list the destination country as the UK.

Will I be charged import duty or tax by customs?
Our prices include VAT at the current rate. All countries outside the EU have additional customs charges which might be applied to your order upon it reaching its country of destination. Please note we are not in a position to refund any customs or import duty paid.

Questions About Your Order Or Your Account

I have forgotten my password and can't login what should I do?
Simply click here and choose 'forgotten your password?' to receive a password reminder via email.

I have received the wrong product, what should I do?
We're sorry you have received the wrong item in your order. We have two members of the team to independently check every order. However, mistakes occasionally happen and we strive to resolve any problem as quickly as possible.
If you find yourself in this situation, please contact customer care, they will do their best to resolve this for you as quickly as possible.

My order has arrived damaged, what should I do?
We are sorry to hear that your beauty products have arrived damaged. We take lots of care to make sure they arrive in the condition you expect, and we may ask you a few questions to determine how the damage has occurred to prevent it happening again. Please contact customer care, they will be happy to help you. You may be requested to provide photographic evidence so please don't throw anything away just yet.

How do I change or cancel my order?
If you would like to change your order after you have placed it then please contact us as soon as possible and we will do our best to meet your request. However if your products have already been packed it may not be possible to cancel or change your order. In which case please see our returns policy.

I have an item on back order, when will it arrive?
Occasionally due to an increased demand for an item or one of our suppliers being out of stock we may decide to despatch your order with an item to follow. Where possible, the estimated delivery date will be displayed on your invoice. You will be added to our waiting list for this item and it will be despatched to you as soon as it comes back in to stock. Please feel free to contact customer services anytime for a status update.

Questions About Shopping With Us

Are my personal details secure?
We use the latest technology to ensure that all transactional information is protected. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history.

When you shop with us online nobody ever gets to see your card details as they are passed directly to your bank for authorisation and are not stored on our servers at all.
Your personal details, such as your name and address, are held on highly secure servers and we will never give your details out to any third party. Click here to view our Privacy Policy.

Why do you need my email address?
In order to make a purchase with us you will be required to give your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfilment of your order. Any information we collect about you is held with the utmost care and security.

What payment details do you have?
We take all major debit/credit cards including Switch/Maestro, Solo, Visa, Visa Debit, Visa Electron, Mastercard. You pay online using PayPal Secure Payment gateway by either using your credit or debit card or your PayPal account to process your payment. Alternatively you can pay for your order over the telephone with customer services. 01273 249466.

When will I be charged for my order?
We like to do things quickly and efficiently at John and Ginger HQ. Therefore as soon as you've placed your order your card will be immediately charged, that is once security checks from your bank issuer and our website have been authorised. You will receive an email confirming that your beauty product order has been successful with an order reference number.

Questions About Our Bonus Point Scheme

If you are looking for a way to save on your beauty products then sign up for John And Ginger Bonus Points scheme. You will earn points every time you shop with us online. We will keep track of your spend, and when you have reached 1500 points, email you an exclusive voucher for 15% off your next order.

How it works

1 point for every £1 you spend, with a minimum spend of £10.

John And Ginger Bonus Point scheme is complimentary to sign up to. Simply register an account with us and be signed in when you place your order, then we’ll do the rest.

Bonus Points Terms and Conditions

Vouchers will be valid for one month from issue. Vouchers will be valid only on the customer email address used to sign up for John And Ginger Bonus Point Scheme. To redeem their voucher points, a customer will need to be registered on Johnandginger.co.uk and have an account. John And Ginger reserves the right not to issue vouchers if it suspects an account is being used for fraudulent and / or commercial reasons. If you lose your email or do not receive it, please contact customer services to retrieve your voucher code. Product returns or partial returns will be deducted from customer point balances. John And Ginger Bonus Point Scheme is applicable on Johnandginger.co.uk only and does not apply to purchases made at our John And Ginger Salon or Store.