FAQ

How can i get in contact with you?

Email our customer service: info@jemson-london.com. Send us a message, and we’ll respond as quickly as possible. Please note that we do not offer customer support through Instagram or Facebook. To avoid delays, please limit your inquiries to one email. Thank you!

Which payment methods are available?

You can choose from the following payment options during checkout:

PayPal: If you prefer to pay via PayPal, you’ll be redirected to log in or create an account. Afterward, you can choose your preferred payment method (PayPal Credit, Direct Debit, or Credit Card) and confirm the transaction.
Once the payment is processed, we’ll receive confirmation and ship your order promptly.

Credit Card: We accept VISA, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay. Your credit card will be charged when the order is finalized.

How long does it take to receive my order?

Typically, orders are delivered within 7-14 business days. For more details, please check our shipping page.

When will my order be dispatched?

Most orders are shipped within 3 business days after purchase. Shipping times can vary based on product availability. Please note that we do not ship orders during weekends or public holidays. Visit our shipping page for additional details.

Where can I find my order information?

Once your order is shipped, a confirmation email will be sent to the address you provided at checkout. If you didn’t receive this email, please check your spam folder and add info@jemson-london.com to your safe sender list. You can also track your order through our "Track Your Order" page.

Can I change the delivery address for my parcel?

For security reasons, we are unable to modify the shipping address after an order has been placed.

What happens if my package is lost?

Though rare, if your package doesn’t arrive, please contact the carrier directly to resolve the issue. Jemson London is not responsible for return shipping costs or lost packages. We strongly recommend keeping proof of postage, as we are not liable for lost or misdelivered parcels.

Will my delivery charges be refunded if I make a return?

Unfortunately, duties, taxes, and shipping fees are non-refundable. For more information, please refer to our shipping page.

What if I’m unsure about sizing?

We want to ensure you find the perfect fit. For general sizing information, please refer to our size guide. If you have further questions about a specific item, feel free to email customer service for assistance.

Why was my order canceled?

We’re sorry your order was canceled! Please contact customer service to resolve any issues, and we’ll do our best to assist you.

How can I cancel my order if I change my mind?

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods.

What if I ordered the wrong item or size?

Once your order has been shipped, changes cannot be made. Contact customer service as soon as possible to see if adjustments can be made before dispatch.

How can I check the status of my order?

A tracking number will be sent to your email once your package has shipped. You can track your order by entering your tracking number, order number, email, or phone number on our "Track Your Order" page.

What if there are no tracking details available?

Once your order is shipped, we will send you a shipping confirmation email. If you don’t see tracking information within 72 hours, please check your junk mail. If there are still no details available, contact our customer service team for assistance.

How do I return an item?

We’re sorry to hear that! For detailed information on returns and exchanges, please visit our Refund Policy page.