FREQUENTLY ASKED QUESTIONS
If you need any help or have any questions, click below to find the answer.
If you can’t find the answer to your question here, please contact us at 033-652664648 or 033-579980095 or e-mail us your query at customerservices@jaffnadelivery.com.
Placing an order
How do I place an order?
You can order with us online or over the phone.
The quickest, most effective way to order with us is online on our website.
Alternatively, you can call us on 033-652664648 or 033-579980095 to place an order. Jaffna Delivery team is available from 9:30 am to 8:00 pm and can confirm stock availability.
Can I place an order over the phone or via Live Chat?
We’re always more than happy to place orders over the phone for you – just call us on 033-652664648 or 033-579980095. We’ll be in the office between 9.30 am to 8.00 pm Monday to Saturday 10:00 am to 4:00 pm on Sunday and bank holidays. Please note that from time to time we may close the lines for training purposes and during the first day of the online End of Season sale or on a random public holiday.
You could place a live chat order 24/7, we will update you within 12H
Do I need to register for an account online to order?
When you shop with us for the first time online, we do ask you to set up an online account and provide your e-mail address. You’ll need to give us your name and address details and then create a password, which you can use to access your account later. With an account, you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order.
Alternatively, if you’d prefer not to create an account, you can select “Continue as guest” instead. Then you won’t be able to track your order if you select this option.
However, in some cases when ordering certain products we will demand users to have an account, this is to prevent any misuse of the website
To find out how we use your personal information and your data rights, see our Privacy Notice.
What is a promo code?
You might be given a promo code on certain occasions, which you can take advantage of when you shop with us.
The Promo code needs to be quoted at the time of order to make sure you receive the discount being offered.
Promo Codes are limited in time and location.
If you are having any problems:
– check the promo code hasn’t expired
– some items in your basket might not be eligible for the offer, usually already discounted items, certain branded items etc.
-only one promo code per order.
Is it possible for my order to be delayed or sold out?
If demands for a product are higher than expected, it may change to delayed or sold out. If this is the case we’ll try to obtain more stock, or accommodate you by making up the quantity required.
Please check the status of your order by accessing MY ORDERS in My Account for the latest information about your order.
Can I add, make changes to an order once placed?
Unfortunately, our website does not currently allow you to change or cancel anything yourself – give us a call as soon as you can on 033-652664648 or 033-579980095 and we’ll do our best to help you. You are advised not to e-mail your request, as we only have a limited amount of time to alter orders and we may not reach your request in time this way.
Delivery
What are my delivery options?
We offer different types of delivery methods according to the zone you live (Zone 1 or Zone 2).
* For zone 1, we bring your purchase by our own delivery service to your home.
Zone 1 (whole departments included) : Paris (75), Seine et Marne (77), Yveline (78), Essonne(91), Hauts de Seine (92), Seine Saint Denis (93), Val de Marne (94), Val d’Oise (95).
* For zone 2, it’s a mixture of delivery systems (own delivery and carrier service) we will inform you of the delivery service when you place the order.
Zone 2: All other departments (except Ile de France) in France and Europe.
The rest of France is delivered using a mixture of its own delivery and carrier service depending on time and location.
Europe is operated by carrier service only.
There’s a minimum order to qualify for a delivery:
– €50 in Ile de France
– €55 for other areas of France and Europe.
For more information, read our Delivery Policy.
How much is delivery?
The delivery charge varies according to your location.
Zone 1 (whole departments included) : Paris (75), Seine et Marne (77), Yveline (78), Essonne(91), Hauts de Seine (92), Seine Saint Denis (93), Val de Marne (94), Val d’Oise (95).
€50 to €99: €2 delivery charge
Over €100: Free delivery
Zone 2: All other departments except Ile de France in France and Europe.
For orders over €55 with weight up to 30Kg, we deliver from €9.99.
All charges are based on a maximum weight of 30kg. Please allow 3kg of this for Bags, Glass, Packing Box, etc., so a parcel has a max 27kg weight of goods. For larger packages, please contact us before placing your order. Please bear in mind there’s a size restriction too.
For more information, read our Delivery Policy.
Have you dispatched my order?
When your order leaves us, a second e-mail is generated to confirm this – if you don’t receive an e-mail within 4 working days, please call the team on 033-652664648 or 033-579980095 or drop us an e-mail at customerservices@jaffnadelivery.com
How long does delivery take?
In zone 1, we usually deliver within 2-3 working days of order placing.
Jaffna Delivery has a rota system, customers can choose the delivery option from the available time slots according to their convenience.
In zone 2, we usually deliver within 3-5 working days (depending on the service selected and available at the time of order) see Clause 14.1 of our T&C for more information.
All shipping timings are estimated and may arrive sooner or later but any updates or changes to parcel timing will be indicated by tracking number provided by www.jaffnadelivery.com.
What shall I do if the delivery is later than expected?
Once your order has been dispatched you will receive an e-mail from Jaffna Delivery with delivery details and/or tracking information. Please check this to track your delivery. Should you require further help, or if you have placed an order for international delivery, please call our team at 033-652664648 or 033-579980095 or drop us an e-mail at customerservices@jaffnadelivery.com
Where do you deliver?
For security reasons, your first order must be delivered to the billing address on the account
We’ll deliver goods to addresses in France and most European countries (Germany, Spain, Italy, Portugal, UK, etc…)
For more information about specific locations, please contact us at 033-652664648 or 033-579980095 or drop us an e-mail at customerservices@jaffnadelivery.com
Payment methods
How can I pay?
Payments can be made using:
– bank transfer
– debit card
– credit card
– PayPal
– Cash on delivery only available in Zone 1(Ile de France)
– card payment on delivery available in Zone 1 (Ile de France).
Can I pay when you deliver?
In Ile de France, customers have the option to pay for our delivery person, either by cash or by bank card payment with a “portable bank card reader”.
In other areas of France and Europe, this service is not available!
Cash on delivery
For ease of access, our customers in Ile de France have the option to pay by cash on delivery.
You can pay by cash our delivery person on the spot. It is a hassle-free, simple option so you no longer have to look for bank cards and accounts to shop with us online!
Card payment on delivery
You can pay with your bank card to our delivery team who will carry a portable bank card reader (“lecteur de carte bancaire portable”) when you receive the order.
This option is not available with a cash card.
This service is currently only available in Ile de France.
Account
Do I need to register for an account online to order?
When you shop with us for the first time online, we do ask you to set up an online account and provide your e-mail address. You’ll need to give us your name and address details and then create a password, which you can use to access your account later. With an account, you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order.
Alternatively, if you’d prefer not to create an account, you can select “Continue as guest” instead. You won’t be able to track your order if you select this option though.
However, in some cases when ordering certain products we will demand users to have an account, this is to prevent any misuse of the website
To find out how we use your personal information and your data rights, see our Privacy Notice.
I’ve forgotten my password, how do I reset it?
No problem – all you need to do is grab a password reminder. You can find this at the ‘Login/My Account’ section of the site. Simply click on the ‘Forgotten your password?’ link and we’ll e-mail it to you.
Why is my account suspended? How do I get access again?
This happens after 3 unsuccessful login attempts. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via e-mail at customerservices@jaffnadelivery.com
In some cases, users are suspended for other reasons that once you e-mail us, we will update you on the matter and process.
Returns and exchanges
How do I return an item or the whole order?
How do I return an item or the whole order?
If you wish to return anything bought from us, we will be happy to offer refunds or exchanges provided the goods are in a fully resalable condition. In such circumstances, before using the product, please get in touch with our Customer Service Team who will guide you through the process on 033-652664648 or 033-579980095 or e-mail customerservices@jaffnadelivery.com and we will get back to you.
The return process of the product can be restricted depending on the nature and category of the product, as outlined in our cancellation policy.
There’s a time limit of 7 working days for returning certain products, for more details please refer to our Cancellation Policy.
Conditions for Return
Please notify us about any damaged goods or defective products, within 7 working days as outlined in the T&C.
Products should be returned in their original packaging along with the original price tags, labels, and invoices.
It is advised that the return packets should be strongly and adequately packaged so that there is no further damage to goods in transit.
We do not refund shipping charges or extra service charges
Perishable goods are not refundable but we will do our best to compensate the customer if the damage was caused by us.
For more information, please read our Returns Policy.
Refunds
Any refund due will be credited within 3-5 working days of us receiving the goods, as detailed in our Cancellation policy.
Miscellaneous
How to complain?
Ideally, our aim is for all our customers to be happy. In the unlikely event that this is not the case, we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again. You need to write to us with your complain to customerservices@jaffnadelivery.com or to our address.
We aim to resolve any complaints you may have within fourteen working days of receiving it. If this is not possible, because of the investigation not being completed, a progress report will be sent to the complainant. Once we receive the complaint, we will investigate it then contact the complainant to discuss our findings and offer a resolution. Once a resolution is agreed your complaint will be closed and we will e-mail you with a summary.
How can I contact the Jaffna Delivery team?
You can contact us by:
– Phone: 033-652664648 or 033-579980095
– E-mail: info@jaffnadelivery.com
– Address:
30, Rue Sylvain Drault
86 000, Poitiers
France.