FAQs
CONTENTS

How do I create a PLANET account?
You can create a Planet account by clicking the Register link at the top of the page. You will be asked to provide your name, email address and a password which must be at least eight characters in length. You can then use your email address and password to sign in to your account. Alternatively you can register quickly for an account by using your Facebook or Google social account details.

You can also register for an account after you’ve placed an order on our website. When you reach the order confirmation page you simply need to create a password and your account will be created.

What are the benefits of setting up a "My Account" on your site?
Anyone who creates an account will enjoy a faster, more convenient shopping experience.
Creating an account will allow you to:

- Enjoy a quicker, easier checkout and shopping experience
- Review past orders and your order history and track recently placed orders
- Save as many addresses as you wish and select them at checkout
- Save items to your wish list as you browse our site and then email this list to your friends and family

How can I change my sign in details?
You can change or update your sign in details at any time. If you want to use a different email address or change your password, sign in to your account to view your My Account dashboard. Click the Account Details link to update your sign in details.

Why are you asking me to create a new password?
We’re asking existing account holders to create a new password for security purposes. Our recently upgraded website has improved security features and requires passwords to be at least eight characters in length. Account holders will only need to create a new password once. If you’ve never previously had a Planet account, you won’t need to follow the steps of creating a new password as this only applies to existing account holders.

I can't log into my account, can you help?
We’re always here to help. Please give Guest Services a call on 0344 770 5838.

Do I need to register for an account to shop?
No, it is not necessary to register. Shopping as a guest is quick, easy and secure. If you do register with us, it simply helps us to make the ordering process even quicker and allows you to keep track of your orders online.

By registering, will I automatically receive marketing emails from you?
No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time by clicking the Unsubscribe Me link included in all emails we send.

Can I unsubscribe from your newsletter?
If you decide that you no longer want to receive our email newsletter, you can unsubscribe at any time. Simply click on the unsubscribe link that appears at the bottom of all our email newsletters.

Will you pass my details on to any other companies?
We will use information you give to us in accordance with our Privacy Policy.

How do I add or change an address?
Sign into your account, go to the Address Book section and click the Add Address link to add a new address. Once an address has been created click the Edit link to amend the address or Delete link to permanently remove it from your address book.

How do I contact you?
We have a customer services team based in North-east England ready to help you with any question you may have about our products, service or how to use this website.

You can contact them by phone, email or post:

By telephone:
0344 770 5838
Monday – Saturday 9.00am – 5.30pm
Sunday and selected Bank Holidays 11.00am - 5.00pm

Calls are charged at a national landline rate;
Calls from other service providers may differ and mobiles may differ. 

By email:
For order enquiries: orders@jacquesvertgroup.com
For all other Customer Services related enquiries: customercare@jacquesvertgroup.com

By post:
Guest Services Department,
Jacques Vert Group,
Webber Pavilion,
Seaham Grange Industrial Estate,
Seaham,
County Durham,
SR7 0PZ

I have a business enquiry, how do I contact you?
Please call our Guest Services on 0870 034 5688.

What do you do with my personal details and are they secure?
We know how important it is to securely store any information that you provide. We maintain the highest levels of security at all times. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Any personal information you supply us with will only be used to:

- Process your order
- Improve our service
- Offer you more relevant content and offers

For further information regarding Planet Privacy Policy, please read our policy.

How do I place an order?
If you see an item that you wish to buy, simply select your size and click "Add To Bag". The item will then appear in your shopping bag. Once you’re ready to check out, click on your bag and follow the instructions. You can then enter payment and shipping details.

You can also order on the phone through our Guest Services, by ringing 0344 770 5838. They can also help with an issues you may have trying to order and answer any questions about our products and service.

Where can I find information about sizing?
Please view our Size Guide section for detailed size and fit information. If would prefer to talk to someone in person, then please phone our Guest Services on 0344 770 5838 and they can advise on size and fit information for all brands available.

How do I pay for my order?
We accept online payment in a secure environment by credit card. We currently accept Visa Credit, Visa Debit, MasterCard, Electron and Maestro.

Can I amend my order once it has been placed?
Unfortunately once you have placed your order it is not possible to change it. You will need to cancel your original order and place a new one.

Once you have received a confirmation for an order, it is not possible for you to change or amend your order until you receive your items. You can then return any items within 14 days. Please consult our Returns section for further details.

How do I use a promotional code when ordering?
If you have a promotional code, please enter it in the promotional code box in your shopping bag when you come to checkout and this will be applied when you pay. Only one code can be used per order and it can’t be used in conjunction with any other promotion or discount.

I've seen a product on the website but it isn't available in my size.
We can search for stock throughout our UK branches so call us on 0344 770 5838 or email us at customercare@jacquesvertgroup.com and we will try to locate the item in your size.

Where is my local store?
To find your nearest Jacques Vert Group outlet store, please use the store locator or alternatively you can contact Guest Services on 0344 770 5838 for details of all our outlet stores.

Are your stores open on Bank Holidays?
Most of our stores are open on Bank Holidays; please click here for our store locator tool which has contact details and opening hours for all of our outlet stores.

Can I talk to someone before I place my order?
Simply call our Guest Services on 0344 770 5838, and the team will be able to advise you on any questions you may have. Please note this line is open Monday - Saturday 9.00am - 5.30pm and Sundays and selected Bank Holidays 11.00am - 5.00pm.

Can I use gift vouchers I have received in store or at an event online?
You cannot use a gift voucher from a store or event, unless the voucher specifies an online promotional code that can redeemed on our website.

How much does delivery cost?

UK Standard Delivery - FREE
Orders will be despatched within 2 working days and goods should be delivered within 3 working days of despatch.

UK Express Delivery - £5.00
If your order is placed between Sunday 12:00pm and Thursday 12.00pm, your order will be dispatched within 24 hours (excluding Bank Holidays). Orders placed after 12.00pm Thursday onwards will be dispatched on Monday. Express delivery is not available in some remote areas of the UK, Northern Ireland or Isle of Man, and is available on UK deliveries only.

Delivery to Countries outside of UK - £10.00
Orders will be despatched within 2 working days. We aim to deliver within 10 working days of your order being placed if ordering for delivery to; EIRE, Belgium, France, Germany, Netherlands and Spain.

BFPO addresses - FREE
Orders will be despatched within 2 working days. We aim to deliver into RAF Northolt within 10 working days of your order being placed.

Where do you deliver to?
We deliver to all addresses in the UK and selected European countries, including Ireland, Belgium, France, Germany, Netherlands and Spain.

Can you deliver to a different address other than my billing address?
Absolutely! If you prefer to have order sent to your work address or if you’re gift shopping/buying on behalf of someone else, simply enter these delivery details during checkout.

Unfortunately we are not able at this time to deliver orders to stores for collection.

How will my order take to be delivered?
Stock permitting, all orders placed online are usually despatched to arrive with UK customers within five working days from when the order was placed. Please note that during sales and promotion periods, delivery may take slightly longer due to increased demand.

Which courier company do you use?
Our main courier is Hermes in the UK. We occasionally use other reputable courier services when necessary.

What happens if I am out when you try to deliver?
Our delivery courier will leave a delivery note at your designated delivery address confirming they have attempted a delivery. They will then attempt to contact you to rearrange delivery. There is also a contact number on the delivery note which you can contact to arrange a delivery time suitable to you.

Can I track my order?
Yes, you can track your order. Once we’ve dispatched your order from our warehouse, you will receive a confirmation email which includes a tracking number and link where you can track the progress of your order.

My order hasn’t arrived, what do I do?
If you have not received your items within seven days of receiving your confirmation of dispatch email, please contact our Guest Services on 0344 770 5838 (Monday - Saturday 9.00am - 5.30pm and Sunday 11.00am - 5.00pm) and we will investigate the matter for you. Alternatively, use the tracking number given with your order to track the parcel.

My order contains the wrong items, what do I do?
If you have received the wrong items in your order, please contact our Guest Services on 0344 770 5838 (Monday - Saturday 9.00am - 5.30pm and Sunday 11.00am - 5.00pm).

What if you’ve not sent me some of the items I ordered?
If we are unable to fulfil your order due to items being out of stock in our warehouse, then we will notify you by email and you won’t be charged for the items. If we have some of the items in stock, then we will send all available items to you and detail this in your confirmation email. If you have any questions about your order, please ring Guest Services on 0344 770 5838.

Do you deliver to stores for collection?
At the moment, we do not offer delivery to stores.

What is your returns policy?
For details on our returns policy please refer to the Returns section of our website.

IS IT FREE TO RETURN ITEMS?
We currently offer free returns for UK orders, via a courier collection service through myHermes.

In order to return your items to us free:

  • simply package your items in their original packaging,
  • complete the returns slip included on your invoice,
  • then visit www.hermesparcelreturn.co.uk, complete your details and print off the label ready for collection.
  • Please note, if you choose to return goods to us in any other way (for example through Royal Mail or Collect+), we will not be able to refund the cost to you of doing so.

    How do I return a product and get a refund?
    We are happy to refund purchases. If you have changed your mind about your order, you may return the item(s) to us within 28 days of receipt if it is a full-price item or within 14 days for sale items. We will offer a refund provided you return the unused and undamaged products to us in their original packaging. Please include the returns slip which was sent in your original delivery.

    To return the items to us, complete the bottom section of the returns slip (which comes with your order) and clearly mark that you would like a refund. Pack the items back in the parcel along with the slip, attach the address label and take to a Post Office. The parcel remains your responsibility until it reaches us. Customers will receive an email confirming receipt of their parcel once it has been accepted back into our warehouse. All returned orders must include any free or promotional products that were sent as part of the order.

    Please take time to read our garment care information provided with your order, as we cannot accept items for a refund or exchange if they have been damaged in the wash. Jewellery, swimwear and hosiery items cannot be returned unless faulty.

    Do you offer exchanges?
    Unfortunately we do not offer exchanges on items bought online. Please return the items following the instructions above and we will offer a refund.

    Can I return an online order to a store or concession?
    We regret that products purchased through this site cannot be returned to stores. You can return items online using the returns slip with your original delivery. Please follow the instructions above.

    What if the item I ordered is faulty?
    If you received a faulty item, you should return the item to us for a full refund of the price paid and return postage charges. This will be refunded to the payment card following receipt of the returned item. Please see Returns for details on how to return your order.

    When will I receive my refund?
    Please allow up to 10 days from when you returned your order to process your refund. After the order has been processed, please allow another 5-10 days for the refund to be credited to your bank account. If you still haven’t received your refund, please email Guest Services or call 0344 770 5838.

    Can I obtain a refund on sale items?
    You can obtain a refund on sale items as long as you return the goods within 14 days of delivery.

    Can I cancel my order?
    You can cancel your order within 14 working days starting from the day after you receive your order. If you wish to cancel your order after it has been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive your order. Please contact us either by emailing orders@jacquesvertgroup.com or sending a letter to:

    Guest Services Department,
    Jacques Vert Group,
    Webber Pavilion,
    Seaham Grange Industrial Estate,
    Seaham,
    County Durham,
    SR7 0PZ

    Make sure you quote your order number in all such correspondence. If the order has been dispatched to you prior to cancellation, you have a legal obligation to keep the products in your possession and to take reasonable care of these products while they are in your possession.

    Do you have an online loyalty scheme?
    At the moment, we don’t offer a loyalty scheme. Please sign up to our email newsletter for news, updates and special offers.

    What is Jacques Vert Group?
    With a long established history in quality fashion, Jacques Vert Group has become one of the leading British fashion houses and the UK’s largest womenswear concession retailer. The collection of Elegant British Brands are aimed at the mature woman’s market, and have become synonymous with expert tailoring, quality fabrics and elegant style to ensure women feel confidently dressed.

    Jacques Vert Group Limited is in over 470 outlets in the UK, Europe and North America and has a strong online presence across all of its brands. The portfolio of Elegant British Brands includes: Jacques Vert, Kaliko, Planet, Precis Petite, Minuet Petite, Windsmoor, Eastex and Dash.