Delivery & returns

Where do you deliver?
Currently we deliver to the UK mainland only although we plan to deliver worldwide in the near future. Standard UK mainland delivery is free, excluding the Scottish Highlands and Islands.

For delivery to the Scottish Highlands and Islands and other areas outside the UK mainland, our Customer Services Department will be happy to discuss your requirements on +44 (0)1483 204422. They will advise you of appropriate delivery costs and take payment over the phone. Alternatively, please email them on danieleryman@j-e-m.com.

How much is delivery and how long will it take?
UK mainland delivery (excluding Scottish Highlands & Islands) is free and takes 3 to 5 working days (i.e. excluding Saturday, Sunday & bank holidays). A signature is required.

If you require your order faster, please call us on +44 (0)1483 204422 and we will advise about express delivery.

Are delivery timescales guaranteed?
Our couriers do their best to meet the delivery timescales quoted but occasionally a parcel may be late due to reasons out of our control.

What if I am not in when you make a delivery?
Our couriers, Yodel, will leave a card saying they’ve attempted to deliver but that no one was at home. There’ll be a phone number for you to ring to arrange a more convenient delivery day.

Returns & Exchange Policy
In the unlikely event that after placing an order you change your mind, you are entitled to cancel that order within 24 hours of it being placed, subject to the Goods not having already left the Danièle Ryman premises. To cancel an order you need to contact us either by email on danieleryman@j-e-m.com or by telephone on +44 (0)1483 204422.

If you are not completely happy with your purchase, please simply return the unused Goods to us in their original condition within 7 days of receipt. Unfortunately, we cannot make a refund for goods which have been opened, used, damaged by you after receipt or are not in a condition for resale, unless you have had an adverse reaction. Otherwise, We can only accept returns if the Goods are unfit for the purpose for which they were sold.

We will issue a refund (which will include the costs of the original delivery but not the cost of returning any Goods) on receipt of unused Goods in their original condition.

Refunds will only be made to the credit or debit card on which the purchase was made. Returns should be sent to the address below in the original outer packaging or any other secure packaging:

Returns Department
Danièle Ryman
JEM Marketing
JEM House
Littlemead
Cranleigh
Surrey
GU6 8ND

The Goods are your responsibility until they reach us. For your own protection, we recommend that you send the Goods using a delivery service that insures you for the value of the Goods.

Where should I send my Returns?
If you are returning goods for a refund or exchange, please send them to:

Returns Department
Danièle Ryman
JEM Marketing
JEM House
Littlemead
Cranleigh
Surrey
GU6 8ND

Please either complete the Returns Form which was despatched with your purchase or enclose a note with your returned goods clearly stating your reasons for return, whether you would like a refund or an exchange and detailing your address and contact details, including a telephone number.

Refunds will be credited to the payment card on which the original transaction was made.

Returned items should be unused and must be returned in original packaging with any enclosed documentation.
Please note that the item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods as we cannot be responsible for any lost items. The cost of returning the item to us is your responsibility, unless the goods are faulty or we have made a delivery error.

Do I pay for postage if I want to return or exchange an item?
Yes, the cost of returning the item is your responsibility, unless the goods are faulty or we have made a delivery error. If you are seeking an exchange, then we will post your alternative item for free, unless you are based outside the UK mainland in which case we will charge for postage. Also, if you are based outside the EU you will need to pay all relevant taxes and duties.

What if I want to exchange my item for something which is a different price?
We will refund the difference or require extra payment as appropriate.

How long does it take to process returns?
We try to process returns as quickly as possible but, when very busy, it can take up to 14 days on receipt of goods returned.

Returns & exchange enquiries
Should you have any queries regarding a refund or returning goods, please contact our Customer Services department on +44 (0)1483 204422 or send an email to danieleryman@j-e-m.com and a member of our team will be happy to help.

Nothing in this Returns & Exchange Policy affects your statutory rights.

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