01252 322020  Opening times Monday to Saturday 9.15am to 5.00pm

Frequently Asked Questions

Frequently Asked Questions ( FAQ's)

We've put together a list of all of the questions our customers ask us on a regular basis, so if you have a question, you may find the answer here!

Alternatively, you can contact one of our sales assistants on 01252 322020 who will be more than happy to help you with your enquiry.

When will I receive my order?

Our standard service is within 5 working days from UK mainland from date of order, but during periods such as Christmas this may take a little longer. If you require Next Day delivery, an order must be placed by telephone by 1pm Monday - Thursday and a charge of either £7.95 or £9.95 will be applied. Please refer to our Delivery Information page for additional information and please note we cannot be held responsible for third party courier delays.

When will I be charged for my order?

When an order is placed your credit or debit card details will be required, upon dispatch of the goods you will be charged in full. Should you order an item that is unavailable at the time of ordering, you will receive the goods the moment it becomes available and your card debited accordingly.  We do ask that any voucher codes or gift vouchers be entered at the time of ordering as we will be unable to process retrospective discounts.  We will alert you to any delays within 36 hours of your order being placed.

Why won't my payment go through?

 In the unlikely event of you having problems putting your order through please check that all the mandatory fields are entered correctly  i.e. first line of address, postcode, telephone number. These fields are all involved in verifying your payment and can prevent a payment being processed if incorrect.

Please also make sure that your billing address corresponds with the registered address of the card with which you are paying with. If you have any further problems then please do give us a call on 01252 322020 and we will be happy to process your order for you.

Is your site secure?

All Credit Card data transmitted between you and our site is protected using strong SSL encryption technology, and we do not store or retain your payment details.

Your payment is processed using Sage Pay and we do not have access to your credit or debit card details.

How do you deliver my item?

Depending on the service you have requested or the size/ weight/dimensions of your order, we will dispatch your item by Royal Mail, Parcel Force or UPS. If you require help in tracking your item please call us for assistance.

If your order is sent via a courier service on a non specific timed delivery i.e. a delivery which can be made at any time of day without notification usually between the hours 9.15am - 5.30pm , please ensure there will be someone at the delivery address all day to sign for the delivery. A  specific timed delivery  is available but at an extra cost.

Will I need to sign for my item?

Generally all of our parcels with the exception of smaller royal mail items require a signature however if you are happy for your parcel to be left in a safe place then please ensure you state this in the relevant box during the checkout process. We cannot be responsible for items going missing if you choose  to have the item left unsigned for and we will not be able compensate you for this. If you are concerned that there is not a safe place then please give a delivery address where someone will be in to accept the delivery. Special delivery instructions can be entered in the message box at the checkout stage and if you miss the driver,  a card will be left for you to arrange re-delivery with the courier.

Can I return a product easily?

Of course. If you are not entirely satisfied with the products you have chosen or you have simply changed your mind, you may return them to us within 14 days. Please contact our customer service team on 01252 322020 with any questions you may have. We will be more than happy to offer you an exchange or a refund, provided that the products are returned complete, in perfect condition, unused and with the original packaging. We do recommend obtaining a proof of postage from the Post Office when returning any item. Please also ensure that your returns form, or a note of your order details is included within the parcel so that our returns team can process your return quickly.Please see our Returns Policy section for further information

I have a design that I can't see on your website - is it still available to buy?

We do sometimes have stock of some of our older designs and sizes  that are not available to buy through our website. If you cannot see something you require, please contact one of our customer service assistants on 01252 322020 and they will be able to help you with your enquiry.

Why do you discontinue some items?

It's always a difficult decision, but with ever changing fashion and  new trends each season which we want to add to our ranges , we sometime discontinue some items to make way for these. You will quite often find our discontinued or low in stock items in our Sale Section with up to 50% off. A great place to pick up a real treat at an extra special price.

Where can I find out more about Edgar Jerome's special offers and discounts?

We love to treat our customers with special offers and discount codes on a regular basis. The best way to keep up to date with these is to visit our home page and sign up to our email newsletter service. This also ensures you'll be kept up to date with all of our new additions, sale items and competitions; plus you can get to know the Edgar Jerome team and some of our other lovely customers too.

Please note we will not share your details with any other companies and you are free to unsubscribe from our e-newsletters at any time after signing  up.

 -   +