FAQs


Customer Service

How do I get in touch?
The Ju-a Lingerie team would love to hear from you, so please do not hesitate to get in touch with us.

You can reach us through the following alternatives:-

Telephone number: 01384 378476

Email address: sales@ju-a-lingerie.co.uk

Our opening hours are:
Monday to Saturday - 9.30am to 5.00pm
Sunday - closed

I'm unsure about sizes, where can I find this information?
Ju-a Lingerie prides itself on having an expert team of bra-fitters in store, if you're unsure on what size bra to order, feel free to come in store to try out the fit and feel of it, or alternatively give us a call on 01384 378476.

Delivery

Will my parcel be gift wrapped?
All Ju-a Lingerie products are wrapped in our tissue. However, the parcel will be a of regular packaging, in order to protect the item. 

How much will I be charged for delivery?
UK Standard delivery is £3.99 but you can receive free delivery when you spend over £150.

Our special Urgent Express delivery, guaranteed to reach your home by 1pm on the next day* (excluding weekends and bank holidays) is £9.99.

*You order should be placed before 2pm, the previous day (excluding weekends and bank holidays).

I keep getting an error when I input my delivery details
Please ensure you have selected the correct country in the billing details - this should automatically choose the correct country, however, please bear in mind it can sometimes default to a country other than your own due to your internet settings and the country you are ordering from.  If you are having an issue please do not hesitate to contact our team via email or telephone.

Our products

Where can I find the wash instructions for your products?
All Ju-a Lingerie products have wash instructions under the product information, plus all garments will have instructions on the inside label. Ju-a's recommends hand washing all products in  lukewarm water.  If you are unsure about the advice given, or there is a product without this information, please contact the Ju-a's team via email or telephone or even visit us in store.

Where can I find the fibre contents of your products?
All products have their fibre contents displayed below the product description. If you have difficulty finding this information, or if it is missing, please email us on sales@ju-a-lingerie.co.uk

Delivery

Where is my order?
If you have received a dispatch email your order should take 3-5 days to reach you in the UK, 5-8 in Europe and 8-10 days internationally.  The majority of our orders are received before this time frame, however, on occasion, it may take longer to reach you during busy delivery or promotional periods, e.g. Valentine's or Christmas. 

If your order has not reached you within these time periods please telephone or email us. If you have yet to receive a dispatch email but placed your order over 3 days ago please contact our customer service team as there may be a problem which is holding up your order.

Do you offer international delivery?
Ju-a Lingerie is able to ship to a number of countries internationally, however shipping charges, excise costs, duties and tariffs shall all vary depending on the country of receipt and the nature of the order. If you have any issues please contact the Ju-a Lingerie team through email or telephone.

What shipping company do you use?
We use Royal Mail for both our deliveries.

Your website said my item was in stock when I ordered but I have received an email telling me it is out of stock, why is this?
The Ju-a stock system updates itself regularly throughout the day but sometimes, especially during promotional periods, your order can be placed in between updates.  This means that, although we try our best to keep our website and figures up to date, there may be a small time period where the website says items are in stock when they are in fact out of stock.

However if the item is not in stock, Ju-a will try it's best to obtain the product you desire as soon as possible, although there may be a slight delay in it's arrival to you.

I have made a mistake on my order, can I amend the details?
Orders can only be amended on the day you place the order before 5pm (our office hours). If you have ordered after office hours please email or call immediately as they may be able to amend your details before it is processed.  We cannot guarantee order details can be changed so we recommend you double check all details before you complete your order.

I've returned my items but haven't received my refund or exchange yet.
There is currently a 10 day turn around for our exchanges or refunds.  This time period is because our products are received by our team and then go through a quality control check to ensure garments have not been worn, washed or damaged. Sometimes there may be a hold up in your exchange or refund due to our quality control team finding an issue with the items you have sent back.  If our quality control team decides that your item is not returned in a re-saleable condition you will not receive an exchange or refund.  You will be notified by our customer service team and your returned item will be destroyed.  For further information, or to find out the process of your return, please email JU-a's or telephone us in-store.

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