Please read carefully our section of Frequently Asked Questions before any enquiry, as it might answer any questions you may have about our online store and services we offer. We hope you will find the answer you require, but if you still cannot find the answer to your question then please contact us.
Most Frequently Asked Questions at John And Ginger
When will my order be despatched?
Orders are despatched Monday to Friday excluding Bank Holidays. Orders are generally dispatched within 1-2 working days, however this may take longer during busy periods and under some circumstances. Please note, you may receive more than one delivery per order, as some items may be despatched separately, check our delivery and return page for more details.
What are delivery times?
We will always email you to let you know your order is on its way, please check your junk/spam folder if you can’t find this email. You can also check the status of your order at any time, by signing in to your account.
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.
I think my parcel is lost, what do I need to do now?
On the odd occasion we experience delays with the service provided by Royal Mail and orders arrive later than intended. If your order hasn't arrived by the expected due date then please contact your local Royal Mail delivery office to see if your parcel is waiting for collection, check with your neighbours or any safe place your parcel may have been left. NOTE: we 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. Should you have any queries relating to your delivery or order please contact us via email - firstname.lastname@example.org Please note we aim to reply to emails within 2 working days.
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.
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 asap and we will do our best to meet your request. However, if your products have already been processed then it may not be possible to cancel or change your order. In which case you will need to return it should you require a different product. Please see our returns policy.
There is a damaged/wrong/missing item in my order what should I do?
If an item you ordered is damaged, incorrect or missing, please contact customer service team immediately. Quote your order number, your name and details of the problem, including an image if the product is damaged. This must be reported within 7 days to be accepted. After this we are unable to accept returns. You will be asked to send back the damaged or wrong item in its original packaging before replacements are delivered to you.
I have an item to follow, 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.
I forgot to use my voucher or it did not work.
We are unable to amend your order if a discount code or voucher code was not originally applied at the basket or checkout. Only one voucher code is allowed to be used per order and it must be entered correctly in the voucher code box provided at the basket or checkout page. For a voucher code to work you do need to be signed into your account. If you do not have an account, then please create one before applying a voucher code and completing your order. When a voucher code requires a minimum spend, the minimum spend excludes delivery fees, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code, contact us before placing your order as we cannot apply a voucher code after an order has been placed.
ReturnsJohn And Ginger will your offer a refund, exchange or replacement, on unopened goods returned to us within 21 days of your receipt of goods, provided they are in their original resalable condition. All returns must be pre-approved by emailing customer services. Please see our returns procedure. NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, certain items such as nail polishes, cosmetics, mascaras, eyeliners, lip balms, lip glosses, deodorants and products for intimate use are non-returnable, we charge a restock admin fee of £2 plus any delivery costs, please check our terms and conditions for more information.
Do I have to create an account?
We have an option to checkout as a guest, rather than setting up an account. Therefore, we do not require you to create an account to shop with us. However, creating an account has many benefits, enabling you to use any voucher codes, collect bonus points, choose free samples, create a wish list and view your order history, so we recommend creating an 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 requested a new password, but have not received an email?
If you have not received the reset password email, please check your spam/junk folder. If you have not received your password within 1 hour, please contact Customer Service for help setting up a new one.
When I try and sign in, why do I keep getting the message “you have failed to login”?
If you are having difficulty signing into your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still cannot log in, please use the forgotten password link to regain access to your account. If when you use the forgotten password link, you get a message that “email does not match”, it means that we don’t have an account with that email address. You can then try an alternative email address or create an account. Please note that if previously ordered from us and you have used the ‘checkout as a guest’ option, then we will not have an account set up for you. Please note that subscribing to our newsletter does not automatically create a customer account.
Bonus Point Scheme
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HOW IT WORKS
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How do I earn bonus points?
How do I spend my bonus points?
Can I use both a bonus points voucher and a discount voucher code at the same time?
How to I check my bonus points balance?
What happens if I return an item?
When do my bonus points expire?
How soon can I spend my bonus points?
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.
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.