Frequently Asked Questions
Yes, we accept PayPal, Visa , MasterCard and most major credit and debit card providers. Please note we do not accept America Express.
Yes, whilst we are based in the UK we regularly our products worldwide. Please note that the present time our distribution centre is based only the UK but we hope to have two further distribution centres launched towards the end of 2016. Please allow for the additional delivery time for your items to reach you. Delivery timescales are 7 max working days however please consider that we cannot account for time taken at customs for items to be processed. All international orders are tracked and require signature.
Yes all of our products are priced in GBP and will be converted to your chosen currency. Please note that due to exchange rates prices may vary as these will be regularly reviewed in line with exchange rate changes.
Orders placed before 13:00 GMT will be dispatched the same day. Orders placed thereafter will be placed the next working day. For UK we advise 3 working day .Europe 3- 5 working days.Rest of the world 5-7 working days.
Please email us at your earliest opportunity email@example.com and add to the subject bar EDIT MY ORDER. Please include your order ref number and as much detail as possible and where possible we will try and help. Please note we are unable to amend orders once they have been dispatched.
Orders can only be cancelled prior to dispatch thereafter you will need to follow our returns policy. Please email firstname.lastname@example.org and add to the subject bar CANCEL MY ORDER PLEASE. You need to provide your order reference number and as detail as possible to allow us to assist your enquiry as quickly as possible. Please note that we will try our best to immediately refund your payment however this may take up to 2-3 days based on your bank or building society.
All customers have the right to a refund within 14 days and an exchange with 28 days. If you would like a refund due to a faulty or unwanted item please email email@example.com and add to the subject bar RETURN & REFUNDS where our team will happily assist you with your enquiry. Please ensure you have read the sites Terms & Conditions. Please note gift cards and bespoke and personalised items cannot be returned.
Bespoke and personalised item lead time vary per product. Please read the items descriptions which will guide you. Please allow for delivery time in addition to the stated lead time. Bespoke and personalised orders are confirmed 24 hours after order and therefore cannot be cancelled thereafter or returned however amendments may be possible depending on what the changes are . Please email firstname.lastname@example.org and add BESPOKE ITEM CHANGES to the subject bar where our team will do their best to assist you.
Your personal information will be handled with the upmost of respect and in line with GDPR. At Frank and Jellys we hate junk mail and we will never spam our customers it goes against our core beliefs. You can expect a maximum of one email per month from you. Should you consent, we may email you from time to time with our latest offers or events that we think will be of interest to you. You can opt these mails at any time using the unsubscribe function at the bottom of our emails and your details will never be passed onto any third parties.