FAQ

Current UK delivery times are up to 2 weeks, due to possible delays at the UK border.

Tracking updates will only be available once the parcel has cleared customs.

Thinking of placing an order?

Our warehouse team are working around the clock to complete orders while following the guidelines around social distancing. The health of our warehouse staff is our top priority and measures have been put in place to allow them to continue working with minimal impact on delivery times.

Regrettably, we may not be able to complete your order during our standard delivery times due to delays across the logistics network.

If you are concerned about these delays, please visit the following website for the latest updates on possible service delays in your country: UPS - alerts

Already placed an order?

If you would like to check or track your order, you can do so online by going to the “Support” menu and selecting “Order Status”.

To access your order menu you will need the following details:

  • Order number (starting with JB-EM)
  • Billing Address Post Code
  • Surname

Once your parcel has been dispatched from our warehouse you will receive a confirmation e-mail with a tracking number, which can be used on the UPS website to get further updates. Please check your spam folder if you are having difficulties locating this e-mail.

For the latest updates on possible service delays in your country, please visit: UPS - alerts

Waiting on a refund?

We are sorry to hear that you had to return your product.

If you already started the return process, to check the status of your request, first please check your tracking number by visiting: https://www.ups.com/track

Once your parcel is marked as delivered to our warehouse, please allow 5-10 working days for our team to process your refund.

If you need to contact our Customer Support team for any reason, rest assured that any delay from our side will be factored in when dealing with time sensitive matters such as warranty or returns.

Can’t find what you’re looking for?

Please note that current UK delivery times are up to 2 weeks, due to possible delays at the UK border.

Tracking updates will only be available once the parcel has cleared customs. You will receive a Shipping Confirmation email with a UPS Tracking Number when your order leaves our warehouse.

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