Frequently Asked Questions

PLACING AN ORDER

What is Jeanstore Unlimited?

Jeanstore Unlimited is a 12-month subscription available to purchase from your basket before placing an order.

For just £19 per year, you will get the following benefits:

Unlimited free next day delivery
Free returns on all orders
Early access to VIP sales
Early access to new releases

Jeanstore Unlimited does not auto-renew.
Only available within the UK.

I have entered the wrong delivery address. How can I change it?

Please contact our customer services with the correct address here.

Please note, we can only change the address if the order hasn't yet been processed or despatched.

Are taxes and duties included for international orders?

For international orders, the price shown has the UK VAT of 20% removed, and all local taxes and duties will be calculated at checkout - so the price you pay is final. No surprises on delivery!
For orders delivered within the EU, if the order total exceeds €150 import duty will also apply.

I live in the Channel Islands, is VAT deducted?

Yes, once you input your delivery address at checkout, the VAT is removed from the price.

Can I order over the phone?

Of course! Please call us on 01903 533099 to place an order. Our lines are open Mon-Fri, 10am-5pm.

Please note, we can only accept payment via debit/credit card over the phone. If you wish to pay via an alternative payment method such as Klarna, PayPal or gift card you will need to place your order online.

Why is my payment not being accepted?

Unfortunately, if you are using an alternative checkout service such as Klarna, PayPal or Shop Pay, they may not authorise the transaction. This can happen for a number of reasons, such as insufficient funds or account security checks.

We are unable to override or alter this decision. If your payment is not accepted, we recommend contacting the payment provider directly or trying an alternative payment method.

I forgot to apply my discount code. Can it be added after I have placed my order?

Unfortunately we are unable to retrospectively add discount codes after your order has been processed.

Do you have any discount codes available?

From time to time we run promotions or offer discount codes on selected products. These can be found directly on our website homepage or may be emailed to you by us.

Only discount codes issued directly by us will be accepted. We do not list discount codes on third-party websites, and any codes found on third-party sites will likely be fake or expired.

We do not currently offer Blue Light card or similar discounts.

DELIVERY

How much does delivery cost?

UK Standard Delivery / Royal Mail Tracked 48 : Free over £100 / £3.99 under £100
UK Faster Delivery / Royal Mail Tracked 24: £4.99
UK Next Day Delivery / DPD Next Day: £6.99
International delivery calculated at checkout

Jeanstore Unlimited members get free next day delivery on all orders.

Why can't I see the next day delivery option at checkout?

Next day delivery is only available within the UK. If your delivery address is in the UK and you can't see the option, it's because there are some postcodes where DPD are unable to deliver the next day. These are:

AB31-AB56 / BT / FK17-FK21 / GY / HS / IM / IV / JE / KA27-KA28 / KW / PA20-PA78 / PH15-PH50 / PO30-PO41 / ZE

Do you ship internationally?

Yes we do! However, at present we are only able to deliver to the following countries:

United Kingdom inc. Northern Ireland, Jersey, Guernsey, Isle Of Man
European Union exc. Malta & Cyprus
USA
Canada
Australia
New Zealand
Singapore
Monaco

Which courier will deliver my order?

We use Royal Mail and DPD to deliver our UK orders. You'll be able to select your preferred courier and delivery speed at checkout.

How long will delivery take?

We offer UK delivery via both Royal Mail and DPD. You will have three different speed delivery options available at checkout, each giving an estimated delivery date.

Next day delivery is available via DPD for orders placed before 3pm (excluding weekends and bank holidays.)

International delivery times vary - the delivery speed will be shown when you select your delivery country at checkout.

Read more about delivery here.

My delivery hasn't arrived, what shall I do?

Once your order has been despatched you'll receive an email with tracking for your parcel. Please follow this tracking to see updates on your expected delivery date. If there is no update on the tracking in the first 24-36 hours, don't worry - this is very normal.
If the delivery date range shown to you at checkout has passed, please reach out to our customer services here.

My parcel seems to be lost in transit?

We use Royal Mail and DPD to deliver our orders. All items are insured so if they are lost in postal transit, your money is guaranteed at all times. If this is the case, we will file a claim for missing goods and upon completion of the claim we will either re-send the goods or refund the full amount to your card. Please be aware this process can take up to 21 days, as we have to give the courier sufficient time to search for your missing parcel.

If you think your order may be lost in transit please contact our customer services team here.

RETURNS

What is your returns policy?

You can return your order within 30 days of delivery. We can offer a full refund, exchange or store credit.

Exchanges are free on all orders.
Refunds will incur a £2.99 charge towards the returns label, which will be deducted from the refund - with the exception of Jeanstore Unlimited members for whom refunds are also free. Standard delivery charges will also be refunded.

International returns will need to be returned at your own expense.

Read our full returns policy here.

How do I return an order?

Please follow this link to our returns portal:

https://jeanstore.co.uk/a/returns

If you wish to return your order, we offer a full refund, exchange or store credit if it is sent back in brand new, resaleable condition (including all tags and product packaging) within 30 days of the order being delivered.

Original standard delivery costs will be included in any refund or store credit, with the exception of upgraded, next-day and international delivery services.

I don't have a printer, what shall I do?

When you have requested a return via our online portal, you will receive an email with instructions on how to return your order, with your Royal Mail returns label attached (UK orders only). You can choose from the following options to return your order;

Print the label and attach to the parcel. Drop it off at your nearest post office or parcel postbox.

No printer? No problem - you have two options:

Get a QR code which can be used to print the label at the post office.

Doorstep collection - Select a convenient date and time for Royal Mail to collect the parcel from your home. No need to print anything, the postie can bring a label along with them.

Any refund, exchange or credit will be issued once we have received the goods, in the original condition. 

International returns must be posted back to us at your own expense. Delivery costs on orders outside the UK will not be refunded.

How long does it take to process my return?

Any refund, exchange or credit will be issued once we have received the goods, in the original condition. 

When using our Royal Mail tracked returns service, the parcel will take 2-3 working days to arrive back with us, and will usually be processed within a further 2-3 working days. You can see whether we have received your return by using the tracking number on the label provided.

Returns may take longer to be processed during busy periods. If your return was delivered back to us more than 5 working days ago please contact our customer services.

Can I return sale items?

Yes - If you wish to return your order, we offer a full refund, exchange or store credit if it is sent back in brand new, resaleable condition (including all tags and product packaging) within 30 days of the order being delivered.

Can I return my order using a different courier?

We do not recommend using an alternative courier, as this can delay the returns process and leaves you at risk.

If you choose to return your order using a different courier, this will need be at your own expense.

I'm outside of the 30 day policy, can I return?

Unfortunately, we are unable to accept returns after the 30-day returns period has passed.

If you have any queries regarding a product that has developed a fault, please contact our customer service team.

My item is faulty, can I return it?

Please request a return as usual, but ensure you select the reason as 'problem/fault with item'. You will be asked to upload photos showing the fault during the process. If you wish to check if something is considered a fault or not, please contact our customer service team.

I've received the wrong item, can I return it?

So sorry! This is very unusual due to processes we have in place, but we're human at the end of the day. Please contact our customer service team and we'll get this sorted for you.

Can I exchange for a different product?

Yes, when requesting an exchange you can choose a different product. Any price difference will be charged/refunded once we receive and process your return.

I used a discount code on my order, will it apply to my exchange?

If you're exchanging for the same item, or the same item in a different size then yes your discount will carry over.
If you wish to exchange for a different product, unfortunately the discount will not apply.

Can I return an item if I have washed it or removed tags?

We cannot accept items for return if they have been washed, worn or no longer have the original tags and product packaging. If you have removed the tags but still have them, you can return your order and we will re-attach them once we receive your return.

Can I return multiple orders in the same package?

Unfortunately not - you can return multiple items from the same order in the same package, but different orders will have to be returned in separate packages to prevent delays in processing your return.

Will my delivery charge be refunded?

If you ordered with standard delivery, this will be refunded to you when we process your return.

Please note that express delivery options, including Tracked 24 and DPD Next Day, are non-refundable.

PRODUCTS

What is a good 'starter' jean in raw or selvedge denim?

The best starter jean really depends on what you are looking for in a new pair, including fit, fabric weight, budget and how much break-in you are comfortable with.

For an accessible raw or selvedge option, The Unbranded Brand is a reliable choice and offers excellent value, with popular fits such as the tapered fit or straight fit. Nudie Jeans are also a good starting point, especially if you are looking for organic cotton denim with a slightly more comfortable feel.

Both brands offer a solid introduction to raw and selvedge denim without being too difficult to wear, making them good options for anyone buying their first pair.

How do different brands compare for sizing and fit?

All brands and products can vary in sizing and fit, so the tag size may not reflect the exact garment measurements.

For the most accurate fit, please refer to the size guide on the specific product page before placing your order. If there isn't one available for your product, please feel free to reach out to our customer services and we'll happily take some measurements for you.

When should I wash my jeans?

For dry/raw denim, we generally recommend wearing your jeans for around six months before the first wash. This is only a suggestion, and is mainly for those who want to develop a natural patina and a more personalised worn-in look over time.

Breaking in dry denim takes patience and is not for everyone. If you prefer an easier-care option, pre-washed denim is a great choice. Pre-washed or rinsed jeans have already been washed during production to resemble a worn-in pair, so they can be washed whenever needed without too much colour loss.

Will my selvedge denim shrink?

Any denim (selvedge or not) will likely shrink a small amount. On average this is usually only 3-5%.
Most selvedge denim we stock will be sanforized - this means that it has been treated already to remove most shrinkage. If a particular style is unsanforized (shrink to fit) we will list this clearly in the product description. Please use the size guides to check product measurements before ordering, to allow for any potential shrinkage.

How should I wash and dry my jeans?

Washing and caring for your denim correctly can help extend its lifespan and keep it looking its best.

For raw denim, we recommend hand washing where possible. Turn your jeans inside out, use cold water and a mild detergent, and avoid heavy scrubbing to help protect the colour, fabric and natural fading process. Once washed, reshape the jeans gently and allow them to air dry naturally.

For regular denim, turn your jeans inside out before washing to help protect the colour from fading. Close the zip or buttons to help maintain the shape, then wash on a cold, gentle cycle to reduce the risk of shrinkage, colour loss and unnecessary stress on the fabric. We recommend using a mild detergent, especially for dark blue or black denim.

Avoid tumble drying, as heat and movement can cause shrinkage, fading and unnecessary wear to the fabric. Instead, hang your denim to dry naturally or lay it flat. For best results, dry your jeans inside out in a shaded space, away from direct sunlight, to help preserve the colour and fit.

Why is my Levi’s Red tab blank?

Every now and then, you may find a Levi’s red tab with only the trademark symbol and no Levi’s wording.

This is not a sign that the item is fake. Blank red tabs are an authentic and intentional detail used by Levi’s.

Because the tab itself is one of Levi’s most recognised trademarks, a percentage of Levi’s products are made with a plain tab showing only the ® symbol. This helps protect Levi’s trademark rights in the tab itself, not just the Levi’s name. 

For more information, here is a handy article explaining in further detail:

https://www.levistrauss.com/2017/03/01/levis-tabs/ 

Can I get help choosing the right size or style?

If you would like advice on sizing and styles you can contact our customer services team at admin@jeanstore.co.uk or call us on 01903 533099. 

OTHER

Can I purchase a gift card online?

Yes! See here:

https://jeanstore.co.uk/products/jean-store-gift-card

We only offer digital gift cards, and not physical ones.

Do you have any stores or showrooms?

Sadly not at this time, we're online only.

However, something may be in the works. Keep your eyes peeled!

Do you offer repairs or alterations?

Unfortunately not at this time. However, please feel free to reach out for a recommendation.

Can I pre-order an item?

Unfortunately we cannot accept pre-orders on products. If the item you want is currently sold out please use our 'notify me' feature to receive an email if/when it comes back in to stock.