Frequently Asked Questions

Do You Accept Paypal?

Yes, we accept PayPal online. Please be aware though, that as PayPal is an online payment system, if you return an item to our shops that you've bought via PayPal, we're unable to process a PayPal refund and you will have to return your item using our free Collect+ service. When we receive your return via Collect+ and your return is processed your PayPal account will be refunded

Back to Top

Do I need to register to place an online order?

No, you do not need to register to place an order with us. We do recommend registering with us as it makes shopping with us in the future easier as you won't have to enter your personal data each time and you are able to track your order.

Back to Top

How do I update my personal data?

You can update your personal information at any time by signing into your account. In this section you can update the following:

  • Update your name and delivery address details
  • Track your order
  • Change your password

Back to Top

How do I unsubscribe from your e-newsletter?

We are sorry to hear that you want to unsubscribe from our newsletter. To unsubscribe simply click the link in the newsletter.

Back to Top

Is it safe to order online?

Yes, our website is secured with a GlobalSign SSL certificate, which guarantees that all data that you provide on our website is securely transmitted using SSL (Secure Socket Layer).
Additionally, we use the Secured Ogone platform to handle your payments. This means that your payment data is safely stored on a secured server so that there is no risk of someone else accessing it.
For more infomation on how we keep your data safe please check our Privacy Policy.

Back to Top

When is your customer service department open?

Our Customer Care team are available to take your call Monday – Friday 9.00am – 5.00pm on 0800 163 519, if you would like to contact us outside these times please click here to send an email and we will be in touch as soon as possible.

Back to Top

How can I stop Jones Bootmaker emails going into my spam folder?

To prevent you receiving unwanted spam email, some Internet Service Providers block messages from senders whose email addresses are not in the recipient's Address Book or on their Safe Senders List.
To ensure your Jones Bootmaker messages reach you in the future please add customerservice@jonesbootmaker.co.uk to your Address Book or Safe Senders List.

Back to Top

Where can I enter my voucher code?

Entering your voucher code is simple, add the items you would like to buy to your basket and click to go to the checkout. Choose your preferred delivery service and proceed to the payment page where you will be able to enter your voucher code.

Back to Top

Why can't Online Only items be delivered to store?

Our Online Only items are supplied directly from our branded partners warehouse. Online Only items are offered to increase the amount of items available to our online customers and are not stocked in store. For this reason Online Only items cannot be sent for in-store collection.

Back to Top

What do you mean by working day?

Our working day is Monday to Friday 9:00 to 17:00 GMT. This excludes English statutory and public holidays.

Back to Top

How will I know when my order has been dispatched?

An email will be sent to the email address provided on the order at the time of dispatch.

Back to Top

I have my dispatch email, when will the goods be delivered?

Your dispatch email indicates that the goods have now been sent out by Jones Bootmaker and the carrier will contact you by SMS or email for further communication.

Back to Top

What Carrier do you use?

All goods are dispatched by Yodel or Hermes.

Back to Top

How can I track my order?

When your order is dispatched from our warehouse, we’ll send you a dispatch email with a link to track your order so you can keep up to date with the current status of your delivery. Alternatively, you can login to your account and track your order by using the tracking link provided within your order details.

Back to Top

What time will my order be delivered?

Unfortunately we cannot guarantee a time for delivery on the day.

Back to Top

Can orders be delivered to an address different to my own address?

The address to which the payment card is registered to should be entered under billing address section. However, a different address for delivery can be entered in the delivery address section during the checkout stage

Back to Top

I was out when delivery was attempted, what should I do?

The carrier will leave a calling card indicating that delivery was attempted. Please follow the instructions on the carrier card explaining what action you need to take.

Back to Top

I haven’t received my order, what should I do?

If you have not received your order, please first check the order status in the ‘track your order’ section. Please note your order may have been delivered to a neighbour or left in a secure place. If the order is definitely not with you, please contact our customer care team on 0800 163 519, or email customerservice@jonesbootmaker.co.uk.

Back to Top

I have received a faulty order, what should I do?

If you think there is a fault with the order you have received please return to us for free following the returns note instructions.

Back to Top

I have received an incorrect order, what should I do?

If you have an incorrect order please contact our customer care team on 0800 163 519, or email customerservice@jonesbootmaker.co.uk. Please remember to include your order number within your message or when speaking to our customer care team.

Back to Top

How long will it take to refund/exchange my order if I return goods via the post?

Once your goods have been accepted your exchange or refund will be completed within 10 working days.If you require an exchange this will be done for you providing stock is available. As a gesture of goodwill, we do not charge postage for sending the exchange item(s).

Back to Top

How do I cancel my order?

Once your order has been confirmed we are unable to cancel or make any changes to your purchase. For further information please contact our customer care team on 0800 163 519 or email customerservice@jonesbootmaker.co.uk. Refund will be completed within 10 working days.

Back to Top

What delivery options do you provide?

Please visit our delivery and returns page for more info on delivery options.

Back to Top

Do you deliver to BFPO addresses?

Yes we deliver to BFPO addresses. Returns from overseas locations cannot be sent using our free Collect Plus returns service.

Back to Top