Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about the User's means of connection to our Site, such as the operating system and the Internet service provider utilized and other similar information.
Web browser cookies
How we use collected information
We may collect and use Users personal information for the following purposes:
• - To improve customer service
Information you provide helps us respond to your customer service requests and support needs more efficiently.
• - To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
• - To improve our Site
We may use feedback you provide to improve our products and services.
• - To process payments
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
• - To send periodic emails
We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Our Site is in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.
Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may, however, share generic aggregated demographic information unrelated to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
Third party websites
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.
Here at Jo-Essel we pride ourselves on excellent customer service.
We understand you do not want to wait days for your order to arrive. That is why we send every order within the UK by our dedicated delivery company DPD Local. Which means that, all being well, you should receive your product order the following working day after it has been dispatched or within 5 days.
What's more, any order that we receive before 3pm on a working day will be dispatched on the same day!
However, although we promise to dispatch your order quickly, note that delivery is not guaranteed within this timescale and orders can sometimes take longer to reach their destinations. Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands, some parts of Scotland, Europe and the rest of the world will usually take a little longer to arrive.
There are some items that we simply cannot post overseas and if this is the case with any part of your order we will contact you by email.
How will my parcel be sent UK mainland?
Please see below * for list of Postcodes which Our Couriers do not count as UK Mainland and therefore charge us extra.
Based upon the weight of your item(s) you will have two options for your postage either Standard Postage or Express Shipping postage.
Standard postage cost 3.50 dependent on the weight and size of your order and will be sent DPD Local and should take 2 - 5 working days for delivery. Should the item not arrive within this time scale please contact us via our contact us page on the footer. Please note that DPD Local do not class an item missing until 15 working days has passed as they say it can still be delivered until this time. Replacements for undelivered orders won't be possible until after this time.
Standard Postage for multiple orders or large items will be sent using a courier and should take 2 - 5 days for delivery.
Next Day or Express shipping postage of £7.95 on orders before 3pm. Items will be sent using an express courier. (Please, note, this service is Monday-to-Friday only).
How will my parcel be sent Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland?
Postcodes included within this section are:
• BT17, BT29, AB31 - 38,
• FK19 - 20
• AB41 - 45, AB51 - 56.
• HS1 - 9
• ZE1 - 3
• BT60, BT62, BT62, BT63, BT64, BT66, B67
• IV1 - 32, IV36, IV40 - 49, IV51 - 56
• KA27 - 28
• KW1 - 17
• PA20 - 49, PA60 - 78, PA80 - 88
• PH1, PH5 - 10, PH15 - 26, PH30 - 44
Postage cost £3.50 (smaller items) these will be sent by DPD Local and should take 2 - 5 working days for delivery. Should the item not arrive within this time scale please contact us via our contact us page on the footer.
How will my item(s) be sent to Republic of Ireland?
We have managed to secure extremely good courier rates to the Republic and therefore all items will be sent using UPS, FedEx or DHL.
How will my item(s) be sent Western Europe?
All international deliveries are sent by Royal Mail Second Class
How will my item(s) be sent to rest of the World?
All international deliveries are sent by Royal Mail Second Class.
How will I know when my order has been dispatched?
When your order has been dispatched you will receive an e-mail notification advising of this.
Help! I haven't received my parcel, what should I do?
Contact us - we will do anything we can to help. If an item sent by DPD Local has not been received.
If your order has been dispatched with UPS, Fed Ex or DHL then we can track and trace it using their online system.
Returns, Refund and Cancellation Policy
We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail - see our Contact page.
Please return goods unused and in original packaging in perfect condition for resale within 14 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods.
Please note that you are responsible for shipping costs when returning unwanted goods.
If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge.
If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.
Changing or cancelling an order
Cancelling your order. You have the right to cancel your order within 2 working days from the date you made your order. To cancel your order please contact us in writing within 2 days.
If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you will be required to place an additional order.
Will any return costs be refunded?
If you return something because of an error on our part or because it's damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage).
We'll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
My Payment Card has changed/expired. How will I receive my refund?
We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque to cover any refund costs.
When will I receive my refund?
We action all refunds the same day we receive the goods back and it can take up to 3 working days for the refund to show on you card.