Customer Support

 

DELIVERIES

You will receive updates regarding your tracking information via email and an estimated delivery date. You can also follow the progress in your account under ‘My Orders’. If there's something additional you want to know about your order, please get in touch with our customer services team at [email protected]

We dispatch all orders placed before 1 pm the same working day. During our sale periods, it can get very busy and orders may take a little longer to be dispatched but we will let you know of any delays as soon as possible.

 

RETURNS AND EXCHANGES

For more details on how to return or exchange an order, click on Delivery and Returns at the bottom of the page.

 

PASSWORD PROBLEMS

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

We can't access your password on your behalf as the database is encrypted for your security.

 

PAYMENT

CURRENCIES YOU CAN PAY IN

The currency that you can shop with is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

 

CREDIT/DEBIT CARDS WE ACCEPT

Visa, MasterCard, American Express, Delta, Visa Electron, PayPal, Apple Pay, Alipay (only available to Mainland China, Taiwan, Hong Kong Region and Macau Region), UnionPay (only available to Mainland China, Taiwan, Hong Kong Region and Macau Region), JCB (only available to Japan), iDEAL (only available to The Netherlands), Sofortbanking (only available to Germany, Austria, Switzerland and Belgium)

Please note: We do not accept cash on delivery or instalments as payment.

 

DUTIES & TAXES

We include the cost of taxes and duties in your order, so you won’t need to pay any additional fees if you are located in any of the locations below:

European Union, USA, Canada, Brazil, Mainland China, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic of Korea, Kuwait, Qatar, Israel, India, Norway, Saudi Arabia, Taiwan, Thailand, U.A.E, Japan, Isle of Man, Guernsey, Jersey, San Marino, and Mexico.

If you are ordering from within your own customs zone or country/region, import duties will not be applicable however you may need to pay VAT or local sales taxes. For the UK and the USA, these are included at checkout.

If a DAP (Delivery At Place) destination is selected (i.e. customers outside of the countries/regions listed above), the price you pay to JW Anderson will exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay these duties and taxes directly to our carrier to release your order from customs. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing a DAP order.

 

SHIPPING TO USA

For international orders shipped to customers in the US, please be aware that US Customs may ask for your IRS, EIN or SSN number before enabling delivery to your address. You will normally have one week to provide this information before your order is returned to us for a refund.

Please view our Terms & Conditions for further information.

 

DATA SECURITY WHEN YOU PAY

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see our Privacy Policy.

 

IF YOU SUSPECT FRAUD

Given our high levels of security, it's very unlikely fraudulent use of your card will take place on our website. But if a fraudulent transaction does take place, first contact your credit or debit card company so they can protect your card and reimburse you. Then let us know at [email protected] and we will work with your card company to minimise any further inconvenience to you.