Do you Ship Worldwide?
Yes – we ship worldwide and all goods are normally despatched within two working days of receipt of order (excluding weekends and bank holidays)
How much does postage cost?
Our postage cost is worked out automatically according to the weight and size of the goods ordered. This can be reviewed before you complete the transaction during the checkout process.
UK delivery is FREE on all orders over £25
How long does postage take?
We aim to dispatch orders within 1-2 days of receipt (not including weekends and bank holidays) but during busy periods there may be a slight delay.
Once your order is completed, these are the estimated delivery times:
UK – 1-2 Working Days*
Europe – Airmail – 5 Working Days*
Rest Of World – Airmail – 7 Working Days*
*Royal Mail estimates not guaranteed. Please see www.royalmail.com
Please note delivery times are not guaranteed to European destinations and may be impacted by delays with the local postal service, or customs check (where applicable). We have found that international orders take roughly two weeks on average to arrive.
Please note that at the present time orders to Argentina, Brazil, Chile, Peru, Colombia, Mexico and South Africa may experience delays of up to two months, so please allow extra delivery time.
We recommended that you do not use a business address with multiple reception points, unless you can be sure the delivery will be brought to your immediate attention.
Please make sure you enter the shipping address correctly: we cannot accept liability for items that are undelivered because of inaccurate or incomplete address details. Undelivered items should be returned to us and can then be refunded or re-shipped; holding times may vary depending on country.
I have not received all of my items, where are they?
Our aim is to make sure all your goods arrive as quickly and as safely as possible.
Sometimes we will ship items separately due to their size or weight eg. parasols and posters are sent in a protective tube.
Some items are sent directly from the maker to save time. Look out for items that are delivered from other countries, such as USA, as this will affect the delivery time.
Many items are handmade to order, so may take a little longer to arrive. Costume items and jewellery can take up to 6 weeks to create.
If an item is out of stock, we will send what we can and the rest will follow!
My order hasn’t arrived, what do I do?
It is rare, but sometimes post will get lost in the mail. If your order has not arrived within a month of shipping, please email us at email@example.com so we can look into the problem. If it is still not with you within 40 days of shipping we can open a dispute with Royal Mail and resend your goods. We cannot replace or refund lost orders unless we have been notified of the problem within two months of the item being sent.
Refunds and Returns
Can I return my items and tickets?
Please contact us at firstname.lastname@example.org before returning any item.
Our returns centre will happily refund or exchange any merchandise that is returned in its original packaging within 30 days of the date of purchase, providing there is a reasonable explanation. Merchandise that was received damaged may also be returned within 30 days. A receipt is required for all refunds and exchanges, and we cannot accept merchandise from other vendors.
We will refund the cost of returning damaged, inaccurate or faulty deliveries; the customer must bear the cost of returns for any other reason.
We will replace free of any charge items that are damaged or lost in transit, provided stocks are available. If a replacement cannot be offered we will refund the full cost of the order.
However, we cannot refund:
- Made-to-order items
- DVDs if they are the wrong region, so please make sure they are compatible before you buy.
- Virtual purchases, e.g. Tickets, Gold Membership, Gift Vouchers, E-patterns or e-books, as these cannot be returned once received
- Earrings for hygiene reasons.
Event Ticket Refund
Tickets are non-refundable, but if an event sells out we are happy to offer returned tickets for resale. A £2 per ticket handling charge will apply on all resold tickets. Please note we cannot refund card transaction or online booking fees. Programmes and performers may be subject to change. All information in the brochure was correct at the time of going to press.
How do I return items to you?
Please first let us know by email at email@example.com if you wish to return an item. If the item is damaged it may not be necessary to return it: you can simply send us a photograph. Let us know the problem first and we will advise as to the best and easiest course of action.
We can only accept an item for return and/or authorise a replacement if notified within 30 days of receipt.
To return merchandise, indicate the reason for return on the invoice, or a copy of the invoice, that came with your order. Include the invoice, or invoice copy, with the merchandise, and wrap everything securely. Ship the merchandise to the address on the front of the slip. For added protection, you may want to insure the return shipment or send it via a trackable express courier service.
If you have lost your invoice, please record your order number (your order number was included in the order confirmation e-mail message we sent you) on a separate piece of paper and ship the merchandise to the following address:
Returns, Jane Austen Gift Shop, Unit 18 Brassmill Enterprise Centre, Bath, BA1 3JN
Contact the Jane Austen Gift Shop
Jane Austen Gift Shop
Unit 18, Brassmill Enterprise Centre
Or you can leave a message on:
+44 (0)1225 443399
We regret that we cannot take orders over the telephone