FAQs

Please read carefully our section of Frequently Asked Questions before any enquiry, as it might answer any questions you may have about our online store and services we offer. We hope you will find the answer you require, but if you still cannot find the answer to your question then please contact us.

Most Frequently Asked Questions at John And Ginger

Delivery

When will my order be despatched?

Orders are despatched Monday to Friday excluding Bank Holidays. Orders are generally dispatched within 1-2 working days, however this may take longer during busy periods and under some circumstances. Please note, you may receive more than one delivery per order, as some items may be despatched separately, check our delivery and return page for more details.

What are delivery times?

We will always email you to let you know your order is on its way, please check your junk/spam folder if you can’t find this email. You can also check the status of your order at any time, by signing in to your account.

Can my order be sent to a BFPO address?

We are happy to send goodies to your loved ones in the services, please make sure you list the destination country as the UK.

I think my parcel is lost, what do I need to do now?

On the odd occasion we experience delays with the service provided by Royal Mail and orders arrive later than intended. If your order hasn't arrived by the expected due date then please contact your local Royal Mail delivery office to see if your parcel is waiting for collection, check with your neighbours or any safe place your parcel may have been left. NOTE: we will not declare a parcel lost until 14 working days have passed since despatch for the UK, and 21 working days for international orders. John and Ginger can only entertain claims for lost orders after this period of time, and within 90 days of despatch. Should you have any queries relating to your delivery or order please contact us via email - customercare@johnandginger.co.uk Please note we aim to reply to emails within 2 working days.

Will I be charged import duty or tax by customs?

Our prices include VAT at the current rate. All countries outside the EU have additional customs charges which might be applied to your order upon it reaching its country of destination. Please note we are not in a position to refund any customs or import duty paid.

Orders

How do I change or cancel my order?

If you would like to change your order after you have placed it then please contact us asap and we will do our best to meet your request. However, if your products have already been processed then it may not be possible to cancel or change your order. In which case you will need to return it should you require a different product. Please see our returns policy.

There is a damaged/wrong/missing item in my order what should I do?

If an item you ordered is damaged, incorrect or missing, please contact customer service team immediately. Quote your order number, your name and details of the problem, including an image if the product is damaged. This must be reported within 7 days to be accepted. After this we are unable to accept returns. You will be asked to send back the damaged or wrong item in its original packaging before replacements are delivered to you.

I have an item to follow, when will it arrive?

Occasionally due to an increased demand for an item or one of our suppliers being out of stock we may decide to despatch your order with an item to follow. Where possible, the estimated delivery date will be displayed on your invoice. You will be added to our waiting list for this item and it will be despatched to you as soon as it comes back in to stock. Please feel free to contact customer services anytime for a status update.

I forgot to use my voucher or it did not work.

We are unable to amend your order if a discount code or voucher code was not originally applied at the basket or checkout. Only one voucher code is allowed to be used per order and it must be entered correctly in the voucher code box provided at the basket or checkout page. For a voucher code to work you do need to be signed into your account. If you do not have an account, then please create one before applying a voucher code and completing your order. When a voucher code requires a minimum spend, the minimum spend excludes delivery fees, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code, contact us before placing your order as we cannot apply a voucher code after an order has been placed.

Returns

John And Ginger will your offer a refund, exchange or replacement, on unopened goods returned to us within 21 days of your receipt of goods, provided they are in their original resalable condition. All returns must be pre-approved by emailing customer services. Please see our returns procedure. NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, certain items such as nail polishes, cosmetics, mascaras, eyeliners, lip balms, lip glosses, deodorants and products for intimate use are non-returnable, we charge a restock admin fee of £2 plus any delivery costs, please check our terms and conditions for more information.

Account

Do I have to create an account?

We have an option to checkout as a guest, rather than setting up an account. Therefore, we do not require you to create an account to shop with us. However, creating an account has many benefits, enabling you to use any voucher codes, collect bonus points, choose free samples, create a wish list and view your order history, so we recommend creating an account.

I have forgotten my password and can't login what should I do?

Simply click here and choose 'forgotten your password?' to receive a password reminder via email.

I have requested a new password, but have not received an email?

If you have not received the reset password email, please check your spam/junk folder. If you have not received your password within 1 hour, please contact Customer Service for help setting up a new one.

When I try and sign in, why do I keep getting the message “you have failed to login”?

If you are having difficulty signing into your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still cannot log in, please use the forgotten password link to regain access to your account. If when you use the forgotten password link, you get a message that “email does not match”, it means that we don’t have an account with that email address. You can then try an alternative email address or create an account. Please note that if previously ordered from us and you have used the ‘checkout as a guest’ option, then we will not have an account set up for you. Please note that subscribing to our newsletter does not automatically create a customer account.

Bonus Point Scheme

Become a member for FREE and earn BONUS POINTS on your purchases. It's simple: SHOP – EARN - SPEND

HOW IT WORKS

Set Up An Account
You are automatically enrolled when you create a John And Ginger account, please note that you also need to subscribe to our newsletters to receive any bonus points balance or any email about the bonus points scheme.

Shop With Us
Earn bonus points every time you sign in and shop with us, for every purchase.

Earn Points
100 points - £1 voucher
200 points – £2 voucher
1000 points – £10 voucher
1500 points – £15 voucher

How do I earn bonus points?
You will be automatically be enrolled when you create an account with John And Ginger. You earn points every time you sign in to your account and shop with us. For every £1 you spend, you will earn 1 Bonus Point.

How do I spend my bonus points?
You have to sign in, check Your Bonus Points. When you are ready to make a purchase you can redeem your points into a voucher to use at the basket, like you would use any other voucher. Please note this voucher will have a minimum spend requirement and an expiry date.

Can I use both a bonus points voucher and a discount voucher code at the same time?
No, you can only use one voucher per order, so you need to choose the bonus points voucher, or a discount voucher. They cannot be used at the same time.

How to I check my bonus points balance?
When you are logged in, you will be able to go to ‘My Account’ and check your bonus points balance by clicking on ‘Bonus Points’.

What happens if I return an item?
If an item is returned, points will be deducted from your bonus points account.

When do my bonus points expire?
The points will accumulate in your account until you convert them to a voucher to spend. As soon as you convert them into a voucher, then you have 50 days to use the voucher before it expires. We recommend you to only redeem your points into a voucher when you are ready to use it, as we cannot reinstate the bonus points of an expired voucher.

How soon can I spend my bonus points?
Your points will get added to your balance as soon as your order has been despatched.

Shopping With Us

Are my personal details secure?

We use the latest technology to ensure that all transactional information is protected. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history.

When you shop with us online nobody ever gets to see your card details as they are passed directly to your bank for authorisation and are not stored on our servers at all. Your personal details, such as your name and address, are held on highly secure servers and we will never give your details out to any third party. Click here to view our Privacy Policy.

Why do you need my email address?

In order to make a purchase with us you will be required to give your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfilment of your order. Any information we collect about you is held with the utmost care and security.

What payment details do you have?

We take all major debit/credit cards including Switch/Maestro, Solo, Visa, Visa Debit, Visa Electron, Mastercard. You pay online using PayPal Secure Payment gateway by either using your credit or debit card or your PayPal account to process your payment. Alternatively you can pay for your order over the telephone with customer services. 01273 249466.

When will I be charged for my order?

We like to do things quickly and efficiently at John and Ginger HQ. Therefore as soon as you've placed your order your card will be immediately charged, that is once security checks from your bank issuer and our website have been authorised. You will receive an email confirming that your beauty product order has been successful with an order reference number.