Frequently Asked Questions
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How do I contact Windsmoor?
We are always happy to receive any questions or comments relating to any aspect of our products or service. If you wish to contact us, please do so using any of the following means:
By email:
For webstore queries: webstore@jacques-vert.co.uk
For store queries: customerservices@jacques-vert.co.uk
By phone: 0844 770 5838 Opening hours are Monday – Friday 9.00am – 5.30pm
By post: Customer Services Department, Windsmoor, Webber Pavilion, Seaham Grange Industrial Estate, Seaham, County Durham, SR7 0PZ
Alternatively, you may wish to fill out the comments form on the Contact Page.
Where is my nearest Windsmoor store?
Windsmoor has hundreds of stores across the country. To find your local Windsmoor store please refer to our handy store locator or contact Customer Services on 0844 770 5838 for assistance.
What do you do with my personal details and are they secure?
We use Internet standard encryption technology to scramble your sensitive data when you transmit it to us. This process is known as SSL (secure sockets layer). To check that you are in a secure area of our site, look at the bottom right of your browser and you will see a closed padlock or an unbroken key.
Windsmoor confirms that any personal information you supply us with will only be used in accordance to the registration we have with the Information Commissioners Office. It will only be used for:
- Processing your order.
- Statistical purposes for improving our service.
- Administering the web site.
- Providing web site content and advertisements to you.
For further information regarding Windsmoor’s Privacy Policy, please read our Privacy Policy.
I need help with sizing details.
Windsmoor has developed a useful size guide to assist you with sizing details. Please view our Size Guide.
If you are having trouble with the size guide or would prefer to talk to someone in person, then please phone our Customer Services on 0844 770 5838.
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Why can't I use the site using a Safari browser on a Mac?
Our website is not currently compatible with this particular browser/hardware combination. We apologise for any inconvenience caused. You may get a better experience using another browser, alternatively call Customer Services on 0844 770 5838, they will be able to help you place your order.
How do I place an order?
The ordering process should be easy to follow as you move through the site. If you do have issues with ordering or anything is unclear, please email Customer Services or call 0844 770 5838 and they will be able to talk you through the process.
How do I pay for my order?
We accept online payment in a secure environment by credit card. We currently accept Electron, Maestro, Solo, Visa Credit and Debit, and MasterCard.
Can I change or cancel my order?
Once you have received a confirmation for an order, it is not possible for you to change or cancel your order until you receive your items. You can then return any items within 28 days. Please consult our returns policy for further details.
How do I use a promotional code when ordering?
If you have a promotional code, please enter it in the space provided at the checkout when asked to do so.
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When and how will my order be delivered?
Stock permitting, all orders placed online are usually dispatched to arrive with UK customers within 5 working days from when the order was placed.
Orders received before 12:00pm Monday to Friday will be dispatched the same day (excluding Bank Holidays). All other orders will be dispatched within 24 hours Monday to Friday (excluding Bank Holidays).
Which courier company do you use?
We use Parcelforce within the UK and Ireland.
What happens if I am out when you deliver?
Parcelforce will leave a delivery note at your designated delivery address, for you to pick up from your local post office, or delivery at a more convenient time. However, when placing an order it is helpful to include an address where you will be able to receive the parcel during business hours, which can be different from your billing address.
What are your delivery charges?
UK
Standard Delivery (allow 5 working days) is currently free
Next Day Delivery (available Monday to Thursday, except bank holidays): £6.75
IRELAND
Ireland Standard Delivery (allow 5 working days): is currently free
Do you deliver outside the UK?
For the time being we will only be able to deliver your order to any address in the United Kingdom and Eire (excluding the Channel Islands).
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How do I return a product, exchange it or get a refund?
If you are not entirely satisfied with your order, you may return the products to us within 28 days of receipt. We will give you either an exchange or refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging.
Please take time to read our garment care information provided with your order, as we cannot accept items for a refund or exchange if they have been damaged in the wash.
Jewellery items cannot be returned unless faulty.
When will I receive my replacement?
You will receive your replacement within seven days from when you have returned the items. If this time period has passed and you have not heard from us, please email Customer Services or call 0844 770 5838.
Can I return webstore purchases in a store or concession?
We regret that products purchased through this site cannot be returned to JACQUES VERT stores or concessions, only to Windsmoor online using the returns slip with your original delivery.
To return any products to us, please:
Complete the bottom section of the delivery note (which comes with your order) and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel along with the slip, attach the address label and take to a post office. Please pay appropriate postage in the case of returns and remember to retain proof of postage. We do not accept responsibility for parcels lost in transit.
If you return all the items we will refund the delivery charge made for your original order.
All returned orders must include any free or promotional products that were sent as part of the order.
Will you send me confirmation when you receive my parcel?
Unfortunately we are unable to confirm when we have received your returned items. As we have provided next day delivery for your returns.
Please note that we usually process a refund or exchange within seven days of receipt of your return. Therefore, please do not contact us until five working days have passed since we received your return.
If it has been more than seven days since we received your return, please email Customer Services or call 0844 770 5838.
When will I receive my refund?
Please allow seven days from when you returned your order to allow us to process your refund. After the order has been processed, please allow another 5-10 days for the refund to be credited to your bank account. If you are still concerned about your refund please please email Customer Services or call 0844 770 5838.
Can I obtain a refund on sale items?
You can obtain a refund on sale items as long as you return the goods within 28 days of delivery.
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