·ONE·JAM·TART· STORE

UK & EU Exclusive Retailer of XLARGE®JAPAN


Frequently Asked Questions


General

 

Will this FAQ actually help me?

We hope so otherwise we just wasted valuable time that could have been used for playing basketball, eating, gaming….(take your pick). In all seriousness, we have tried (yes, we are aware that Yoda said, “do or do not, there is no try”) to design this FAQ to make the ‘help’ actually helpful, but if you have an infrequently asked question that is not covered here, please get in touch and we will personally help you. 

One Jam What? 

·ONE·JAM·TART· Jam Tart is British cockney rhyming slang for heart, and that is where our name derives from, One Jam Tart = One Heart. It is only fair to also point out that Jam Tart is also cockney rhyming slang for fart, so if you prefer to equate our brand, One Jam Tart to One Fart, then that is perfectly fine with us. Whatever brings a smile to your face works for us. To find out a little bit more about us, please take a look at our ABOUT US page.

How can I get in contact with you guys?

Best way is by emailing us at emi@onejamtart.com, or through any of the ways on our CONTACT page.  

Can I contact you by phone?

Not right now. If you need to contact us, please do so via email or through our social media channels. 

Do you have a physical store that I can visit?

No, we are exclusively an online store. But we would love to open a brick and mortar ·ONE·JAM·TART· STORE in the future if we get the chance.

Do I need to open an account to place an order online?

Nope.

You're sold out of a product I want. Will you restock it?

Unfortunately, no. Sorry.

Do you have more sizes available?

No. All sizes available are listed on the website.  

Who shot first? Han Solo or Greedo?

Han, obviously.

Can I include a gift message with my order?

Yes. If you need to include a gift message with your order, please let as know at the time of placing your order by filling in the additional information box during checkout. 

Can you gift-wrap items?

If you have any specific gift wrap requests, please let as know at the time of placing your order by filling in the additional information box during checkout, and we will do our best to accommodate.

Do you ship to multiple addresses?

Yes. If you require products from the same order shipped to multiple addresses, please let as know at the time of placing your order by filling in the additional information box during checkout.  

Food capital of the world?

3 way split between London, Tokyo, New York City (not necessarily in that order).

Delivery/Shipping 

 

Which countries do you ship to?

We ship to nearly every country (UK, Europe, North America, South America, Africa, the Middle East, the far East and South East Asia) on our glorious planet. If you are unable to find your country listed in the Shipping Address form, please contact us and we will work out how to best ship an order to you.

How will you deliver my order?

For UK orders, we deliver via Royal Mail Signed For.

For international orders, via i) Royal Mail International Tracked and Signed service, or ii) other Royal Mail International services.

For more information, please visit our Delivery page.

How much does delivery cost?

UK – FREE | EU - £10  | REST OF THE WORLD - £15

Are you making profit through your delivery costs?

No, if we did, that would definitely be a Bantha Poo-Doo move. In fact, we are actually making a bit less each time we ship internationally.  We cover as much of the delivery costs as we reasonably can and we strongly believe that customers should not be hit by large international delivery fees and in effect be penalised by not being in the UK.  We'd much rather make a little bit less money and have extra happy customers around the world.  We are looking to offer free international shipping in the future but in our current tiny startup state, we're afraid we just aren't able to.

What local tax and duties are charged?

Where you have requested delivery of your order to a non-EU country, the total cost of your order may be subject to import duties and taxes, which are levied once a delivery reaches your destination country. Any such additional charges must be borne by you. You should note that customs policies and practices vary widely from country to country.

Will my item require a signature on receipt of delivery?

Deliveries within the UK via Royal Mail – Yes.

International deliveries via Royal Mail - Please contact us with your intended delivery address and we will let you know.  

Can I track my order?

For all orders within the UK via Royal Mail, you will receive an automated tracking number by email. For all international orders, where possible, we will always choose to send your order using a tracked service, in which case you will receive an automated tracking number by email, but there will be times where using a tracked service is unavailable to us, in which case we will not be able to provide you with an automated tracking number.

How long will it take for my order to arrive?

We ship Monday through Friday and we try to process all orders within 24 hours after receiving them, but since we are a tiny start-up it may take slightly longer during mad hectic times. After processing your order, it will usually take:

: Within the UK via Royal Mail: 1-3 days.

: International orders via Royal Mail to EU: 5 -7 days

: International orders via Royal Mail to rest of the world: 7-14 days

Can I pick up my order?

No, sorry. 

My order has not arrived, what should I do?

For UK orders, please contact us if your order has not been received within 14 days of order confirmation. For international orders, please contact us if your order has not been received within 28 days of order confirmation.

Do you ship to PO BOX addresses?

Nope, sorry.

Ordering

 

How do I make a purchase?

Once you have selected your item(s), simply choose the size and quantity then click add to cart. You can either continue shopping or go to the checkout page by clicking on the cart icon in the top right of your screen. You will then be guided through the process of placing your order by a series of simple instructions to fill in your contact details, shipping details, delivery options, additional information, billing address & finally, payment details. As part of our checkout process you will be given the opportunity to check your Order Summary and to correct any errors. There is also the chance to redeem any coupon codes that you may luckily have.

What is your coupon policy?

We reserve the right to review, reverse and cancel any transactions where a coupon has been used, particularly if it is deemed fraudulent or suspicious. Just be cool, and it should be alright.

Can I order by telephone/email?

No. Unfortunately we are unable to take payment by phone or email. 

How will I know if you have received my order?

We will send you an order acknowledgement by email to the email address given in your order form, detailing the products you have ordered, payment method, and all costs. Please kindly check all the details on this order acknowledgement email are correct and contact us as soon as possible if any details are incorrect. If your order has not been accepted, you will receive an email from us telling you the reasons why. This order acknowledgement email does not constitute an acceptance of your order by us. If after 3 days you have not received your order acknowledgement email from us, please contact us to let us know. For more information, please go to our Terms & Conditions page.

How will I know if you have accepted my order/shipped my order?

Our acceptance of your order takes place when we dispatch your order. We will send you a dispatch confirmation by email and where possible, will contain a tracking number. For more information, please go to our Terms & Conditions page.

What if my delivered order is not correct?

If we have messed up your order then we are very sorry and apologise for the inconvenience caused. Please get in touch with us, quoting your order number, to let us know where we have gone wrong, and we will do our super best to fix our silly mistake as quickly and conveniently as possible.

 

Payments 

 

How are payments processed?

All credit/debit card transactions/information are processed through STRIPE, a safe, easy to use and a very cost effective third party payment processor for businesses and individuals to send and receive money, which handles this information securely. 

How secure is your payment processor, STRIPE?

Very secure, but for your piece of mind, please visit STRIPE’s security policy here

What methods of payment do you accept?

All major debit cards and credit cards, such as Visa, MasterCard, and American Express are accepted by Stripe. Stripe accepts payments in 139 currencies and even accepts Bitcoin and Apple Pay. 

When will the money leave my account?

As soon as the order is placed.

What currency will I be charged in?

We only accept payment for orders in pounds (£) sterling. If you choose to pay for your order using a payment card with a foreign currency denominated account, the account will still be taken in pounds (£) sterling at the foreign exchange rate applied by your relevant credit card provider or bank at the time of processing your order. Your international credit card provider or bank will determine the exchange rate and may add an additional processing or administration charge that you will be liable to pay. Please be aware your actual conversion rate will be set by your credit/debit card company and may differ from rates elsewhere.

Do you accept PayPal Payments?

No, but if enough customers let us know they need it, we will look to implement it in the future. 

What is your VAT policy? What VAT is charged on my order?

All our product prices do not include any UK Value Added Tax (VAT). This is because as a tiny startup, we are not VAT registered allowing us to keep prices a little lower for our customers.

Do you deduct VAT for non-EU countries?

All our product prices do not include any UK Value Added Tax (VAT).

Refunds

 

How long does it take for me to get a refund on an EU/International order?

Within 14 days of us receiving your order back by post, or receiving proof from you that your order was returned to us, we will refund you the original purchase price and, if needed, the delivery charge for your order, provided that your returned product(s) are in a saleable condition. Refunds will be issued back to the credit/debit card that you used to place your order. This will appear in your account usually within 5 days depending on your card issuer. Each credit card company handles refunds differently so we are unable to give precise times on when you will get your money back. For international orders, please note that we are unable to refund any applicable local customs duties charged to you by your local customs authority. Certain countries permit refunds of customs duties paid on products you subsequently return. However, you will need to apply to your local authority to process that.

Cancellation/Returns

 

Can I change my order once placed before it is dispatched?

Unfortunately, this is not possible. If you want to order something else or if you have placed an order incorrectly, please contact us and we will cancel the order, allowing you to re-order the correct items. We are sorry for the inconvenience this will cause you.

Can I change the address on my order before it is dispatched?

Unfortunately, this is not possible. If you want to change the address on your order, please contact us and we will cancel the order, allowing you to re-order using the correct address. We are sorry for the inconvenience this will cause you.

Can I change the address on my order after it has been dispatched?

No. We are unable to accept any liability for an incorrect delivery address or where you fail to collect the order from the delivery address that you specified.

Can I cancel my order before it is dispatched?

Yes. If for any reason, you wish to cancel your order before it has been dispatched, then you need to contact us as soon as possible to let us know. Once we have received notification by you of your wish to cancel your order, subject to any monies having been taken from you, we will refund you the original purchase price and any delivery charge of your order within 14 days.

Can I cancel my order after it has been dispatched?

Yes, but please let us know within 14 days after the day on which you receive your order. Once we have received notification by you of your wish to cancel your contract of sale, you then have a further 14 days to return your Order to us.

What is your return policy?

Please see the RETURNS page for more info.

How do I make a return or exchange within the UK?

Firstly, please get in touch with us to kindly notify us that you are returning your order and your reasons for doing so. We would love to hear your feedback. Secondly, please follow the instructions below.

Via Collect+ : We accept returns via the Collect+ Return service as used by many household named stores. Please get in touch with us to let us know that you would like to make your return via Collect+ and we will forward you by email a PDF label for you to print out and attach to your returns parcel. You can then drop off your item at over 3500 local shops across the country at a time convenient to you. You'll receive proof of postage, insurance and an online tracking code so that you can follow your parcel's progress back to us. Collect+ services are delivered securely by PayPoint and the Home Delivery Network.

I'm an international customer, how do I make a return or exchange?

Firstly, please get in touch with us to kindly notify us that you are returning your order and your reasons for doing so. We would love to hear your feedback. Secondly, please understand that we endeavor to offer free international returns via the Royal Mail as much as possible.  The Royal Mail offer free returns from these following countries:

Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland (Republic of), Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland

and if you are fortunate enough to be in one of these countries, please follow the procedure below:

 Via The Royal Mail : Use the returns label on the invoice you received with your Order. Stick this to the front of your securely packed return parcel and please post it back to us from your local post office. You must retain the receipt of posting to prove that you have returned it. The item remains your responsibility until we receive it here safely.

 Unfortunately, if you are not in one of the Royal Mail listed countries, we are unable to offer free returns due to international customs and shipping.  We will still offer refunds but all products will have to be returned to ·ONE·JAM·TART· at the cost of the customer.

What is your returns address?

·ONE·JAM·TART· LTD, 2 The Circle, Hale Drive, Mill Hill, London, NW7 3DX, UK

I didn't receive a returns form in my parcel?

You should have received a royal mail returns label with your order if your order was delivered to any of these countries: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland (Republic of), Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and UK.

 If you order was to any of the above-mentioned countries and you did not receive a returns label with your order then we are very sorry; we messed up.

For UK customers, please could you kindly go to this link here where you will be able to create and print your own returns label to return an item back to us. For international customers in the countries mentioned above, please get in touch with us to let us know and we will email you a returns label for you to print and use to return an item back to us.

If your order was not to any of the above-mentioned countries, then please kindly understand that a returns label was not included in your order and that we are unable to offer free returns.