FAQs

Javier Blanco only sells items in perfect condition, so in the exceptional case that you receive a garment with a defect, contact our Customer Service department.

3. What should I do if I receive a incorrect item?

If you were to, accidentally, receive an item that you did not order, please contact our Customer Service

4. Can I cancel my order?

Yes, you can do so as long as the parcel has not been dispatched yet. You can cancel your order from the orders placed section of your account.

If you placed the order as a Guest, you can cancel the order form the confirmation email.

5. Can I find out the status of my order?

Yes. Go to the orders placed section in My account and you will see the real-time status of your order.

In the case that you placed the order as a guest, you can track the status and manage the order from the confirmation email.

6. How can I make sure my purchase was made correctly?

Once you place your order you will receive a confirmation e-mail. If you do not receive the e-mail, contact our Customer Service department.

PRODUCTS

7. What is included in the price?

All prices shown on our website are inclusive of VAT in the UK (VAT does not apply to orders from outside the UK, in which case you should be able to see the total price without VAT at checkout. However, customs and/or local taxes may apply when the items arrived at the borders, in which case the recipient is to pay for them). Prices shown on our website do not include postage and packaging costs, details of which are listed separately at checkout and which must be accepted by the customer.

8. Will you restock items that are marked as 'sold out'?

If an item is sold out, you can request that we notify you when it is back in stock. If it becomes available again we will send you an e-mail to let you know. If there is no more stock, we will remove it from the website.

9. Is it possible to receive regular information via e-mail with the latest Javier Blanco items and offers?

Yes, it is. You just need to subscribe to our newsletter by entering your email in the box that appears when clicking on the link, and you will receive information about the latest items, articles and more.

You can also find it by clicking on 'newsletter' in your user account or at the bottom of our website.

Follow us in our social media for more information about last trends, new products, promotions, give aways and more. You can find the links here or at the bottom of our website.

10. Will I receive the same product I see in the photo?

Yes, you will. Please note that products are made by artisans and each product is unique so there may be a slightly difference in the finish.

MY ACCOUNT

11. How do I register for an account?

Look for the ‘Register’ link in the top right-hand corner. Simply fill in a few personal details and hit 'Register' to create your new Javier Blanco account.

12. What are the advantages of registering for an account?

Once you’ve registered for an account at javierblancoshop.com, you'll no longer have to enter your delivery details every time you shop. You’ll also receive regular updates about our exclusive promotions, discounts and latest arrivals.

13. Once I have registered, how can I change my details?

Access your account by logging in and clicking on 'My Account' in the top right-hand corner. Here you'll be able to edit your personal details at any time by clicking on 'Edit my details'.

14. How I recover a forgotten password?

If you have forgotten your password, you can recover it from "Login - Forgotten your password?" section. You will receive an e-mail with a link to enter and confirm your new password. Your password must be alphanumeric with a minimum of 8 characters including at least one uppercase letter and one number.

15. Is my personal information confidential?

All the information you share with us is private and confidential and used to draw up, fulfil and carry out the purchase, attend to requests and provide you with information about products. Get all the details in our Privacy Policy.

16. Do I have to register to make an online purchase?

You can make an online purchase as a guest, without having to create a user account in the online store although we recommend having a user account, as it will make shopping easier by having a record of orders, returns and invoices. You would also be able to save your favourite products.

DELIVERY

17. What happens if I do not receive an item I have purchased?

Javier Blanco informs its customers that the number of items on sale are those estimated to be in stock at that given point in time; and never gives higher numbers than those actually in stock.

Javier Blanco will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Javier Blanco's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered.

If an item is not available after an order has been placed, the user will be duly notified via email or telephone. They will be entitled to a partial or full cancellation of that order.

18. How long will it take for my order to arrive?

Deliveries usually take between 2 to 4 business days for orders in the UK.

19. Where will my order be delivered?

Your order will be delivered to whichever address you specified. You can track your order through a tracking number sent via email once the order has been dispatched.

20. How much is postage and packaging?

Postage and packaging costs are free of charge for all orders in mainland UK regardless the total amount expended.

21. Where do we send to?

We ship to the United Kingdom and a wide range of countries. You should be able to find a delivery country list where we sent to at checkout.

22. My order hasn’t arrived. What should I do?

You can track the status of your order by logging in and accessing your account. Here you’ll find a section called ‘My Orders’, where you can see the status of each order. For any further queries or issues with delivery, please email our Customer Service department at customer.service@javierblancobrand.com.

23. How do I know when to expect my order?

Our courier, will send a text message (SMS) to the mobile phone number you provided, to inform you of the delivery prior to receiving the order. Once the order is delivered to the given address, you will receive an SMS notifying that the order has arrived.

24. What happens if I’m out when my order arrives?

Our courier, will leave a note stating that they try to deliver your parcel but there was nobody at home. They will then try to contact you again to arrange another delivery time. Alternatively, you can change your preferences in case you are not at home by following the steps shown when receiving the text message.

EXCHANGE & RETURN

25. What is our return policy?

We accept refunds on all our products as long as they are returned no longer than 30 days after the day on which the products are dispatched. We only ask that the following requirements are met: 1. Please ensure that the items are return the way we send them out to you. 2. All labels and tags must be still attached, with no stains, marks, pulls or rips of products.

26. How much is the return?

We are sure you will love our products but if, for any reason, you are not entirely satisfied with your order we offer free return for both partial and full returns in the UK. Unfortunately, we can not offer free return worldwide at the moment. We kindly ask you to send your partial or full order back to us at your own cost. Hopefully in the near future we will be able to offer more smooth return. In the meanwhile, we thank you for your patient and understanding.

27. How do I make a return?

To proceed with a return/refund simply get in touch with the topic 'Return & Refund' at customer.service@javierblancobrand.com and we will inform you on how to proceed.

28. How do I receive the refund?

You will get the refund back to the same account as you paid your order with. If your payment was done with a debit card, you will get the refund to the same account as your card is connected to.

29. How do I exchange?

If you wish to exchange to another product, please return the items and then place a new order at javierblancoshop.com with the desired product.

30. How long does it take to you to proceed with my refund?

Javier Blanco shall, subject to our return policy, repay what you pay for the product and/or services as soon as possible, but not later than within 14 days after the product is returned.

PAYMENT

31. How can I pay for my purchases?

To pay for your purchases, you may use a credit card (VISA, MasterCard, American Express), debit card (4B or 4B Maestro), or PayPal.

32. When do I have to pay?

Payment must be made when placing the order; no order is final until payment is made. The total amount payable is obtained by adding the price of each item and the corresponding postage and packaging costs, and deducting the amount corresponding to any promotions that may apply.

Proof of payment for each order will be sent by email and may also be consulted in your account, under 'My Orders', if you purchased as a registered user.

33. My payment was not successful. What should I do?

You should let us know as soon as possible by emailing Customer Services team at customer.service@javierblancobrand.com. We will look into what went wrong to solve any possible issue.

HELP

34. How can I contact the Customer Service department?

You can share any queries or comments by contacting us through our contact form, our email customer.service@javierblancobrand.com and by chat service clicking on the bubble that appears in the right corner at the bottom of our website.

35. Can I unsubscribe to the newsletter?

You can easily cancel your subscription by clicking on the newsletter menu. Fill in the details and select 'send'.

There are several ways to unsubscribe:

Select 'Unsubscribe' in the form in the newsletter section.

You can access subscription settings in 'My account' by going to the newsletter section and unchecking the box. Click on 'Accept to finalise the change.

At the end of every Newsletter you can unsubscribe by clicking on the link that appears, which will take you to a page where you have to enter your e-mail address and click 'unsubscribe'.

Be aware that Newsletter unsubscribe process may take 48 hours fr the request to become effective.

36. What languages is Customer Services available in?

Our Customer Services may help you both in English and Spanish.

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