LOGGING IN AND REGISTERING
In order to place an order with us, or to use the account management features, you will need to sign in to the site. This means we need to be absolutely sure about your identity before processing orders.
Registering as an online customer means you can store your billing address, multiple shipping addresses, and check your order status. It also means we can contact you if there's a problem with your order.
We use your email address as our means of identifying you and you will need it to access your online account with us.
When you create a password it allows you to access your account information. Once entered, your contact, shipping and payment details will be stored and you will not have to re enter them again when you make your next order. You can also track your order status and order history.
You should keep your password secure. You can access your account information at any time to edit any of your account details.
Each time you return to this site, remember to sign in using your email and password.
If you forget your password, click on the 'Forgotten Your Password?' link on the 'Sign In’ page. Simply enter your email address and we'll email you a new password so you can gain access to the site.
Once you've successfully logged in, you can change your password again in the 'Edit Email/Password' area of 'My Account'.
Note: For security reasons any stored payment details will be deleted when we send you a new password.
We are able to process payments using your Personal Account, Visa, MasterCard, and PayPal.
We are able to deliver goods to anywhere in the UK. Unfortunately we cannot deliver to addresses outside of the UK or to BFPO addresses.
If you order before 10pm you can have your items delivered the very next day! Please see below for the full details:
Weekdays before 10pm: delivery the following day
Weekdays after 10pm: delivery within 2 working days
Saturday/ before 12pm on Sunday: delivery on Monday
Sunday after 12pm: delivery on Tuesday
Bank holidays: delivery the next working day
For example – if you place an order at 2pm on a Monday, you'll receive your order on Tuesday, between 8am and 8pm.
The above delivery times are based on assumption that all items are in stock. Whilst we make every effort to deliver goods on the day you've selected, we cannot guarantee delivery on that day or accept any liability for out of pocket expenses, costs, losses or any other expenses due to failed or late delivery. If any of the above options are available on your order they will be presented to you at checkout.
If your order isn't urgent and you're happy to wait a couple of days, just select our standard delivery option.
Your items will arrive within 3-5 working days, between 8am and 8pm. We'll update you on the status of your order via email, you can also track the parcel online by clicking ‘My Account’ and selecting ‘Track My Orders’.
If you're likely to be out when your parcel's delivered, you can send it to a ParcelShop and pick it up at a time that suits you. If the 'Click to Collect' option is displayed at the checkout, you'll be offered a list of your nearest collection locations, alternatively, you can look for a delivery address. These could be convenience stores, petrol stations or local shops such as Spar and Londis. They'll accept delivery of your parcel and hold it for 10 days. We'll also send you a PIN* which you'll need to quote when you pick up the parcel.
At the moment Click to Collect is only available if you select standard delivery, and not all of our items are eligible to be delivered via this service.
If your items are eligible for nominated day delivery, this will be shown at the checkout. You can choose the most convenient delivery date for you, plus a timeslot (am or pm). You can even request delivery on a Sunday!
Delivery times are based on the assumption that all items are in stock. Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept any liability for out of pocket expenses, costs, losses or any other expenses due to failed or late delivery. These options are only available if you live in an area covered by our courier and if available they will be presented to you at checkout.
You can arrange for your parcel to be collected by signing in to our website, clicking 'My Account', then selecting 'Arrange a Return'. You can also call us on 0345 071 9018 to request a collection. Your local courier will call round within 2 working days of the request. If you no longer have your returns label please address your parcel to:
F L Returns Dept
PO Box 400
You can also return unwanted goods via your local Hermes ParcelShop or Post Office; you'll find a pre-paid return label attached to your advice note. If needed, you can print a replacement Post Office label by signing in to your account, clicking 'Arrange a Return', then 'Returns via the Post Office'. Unfortunately, we can't supply new ParcelShop labels as each barcode is unique.
Alternatively, you can return your parcel using an InPost 24/7 Parcel Locker; click here to find your nearest locker and print a returns label. Don't have the original packaging? Don't worry - just use a suitable alternative to pack the items. If you haven't kept the paperwork, make sure you include a brief note inside with your name, address, account number and the reason you're sending the items back.
You'll need to request a returns receipt when you return your order. Please keep this in a safe place until we've received your returns - this can take up to 7 days.
It may take up to 7 days for your returns to reach us - though usually they're credited within a couple of days.
If we have your email address on file we'll send you a confirmation once your returns have been received. You can also check online by clicking 'My Account', then 'Account Transactions', and of course they'll also be confirmed on your paper statement.
If you paid by card for your order, please allow a further 5 working days for your card to be credited.
Once you've received your order you have 14 days to decide whether you want to keep it or not. Please remember that some items aren't covered by our home approval period; for more information please see our terms and conditions.
If you send items back to us after 14 days, we reserve the right to send them back to you at your own expense. If we do choose to accept the items, a charge will be made to cover the cost of processing them - at present, this charge is £3.00 per item. Depending on how you paid for the order, the charge will either be applied to your personal account or deducted from the refund made to your credit/debit card.
If you need to cancel your order and it hasn't been processed for despatch yet, you can get in touch by calling us on 0345 071 9018. You can also email us through the 'Contact Us' page - simply scroll down to the bottom of the webpage and click on the link. We'll reply as quickly as we can, but please bear in mind that in some cases it can take up to 24 hours.
Remember: you can cancel your order or return an item for any reason from the time you place the order up to and including the 14th day after its delivery day. If you'd like to cancel your order, please tell us within this 14-day period. If you wish, you can print out and post our cancellation form to us at:
Customer Contact Centre
40 Lever Street
If your order's already been despatched, please see How do I return unwanted items?
Please allow up to 7 days for the goods to reach us and your account to be refunded.
NOTE: For best results please copy and paste this form into a word-processing program before printing.
To: J D Williams & Company Ltd Griffin House 40 Lever Street Manchester M60 6ES
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on (date) :
Received on (date) :
You can change your billing details, address, email and password easily online in the 'My Account' area.
Remember that your billing address must match the address of the payment card you use on an order otherwise payment may not be accepted.
You can change your password in 'My Account' by clicking the 'Edit Email Address/Password' link. You must enter the new password twice to avoid typos.
Bear in mind that changing your password will affect your access to the site, as this is required to be entered to log in securely.
If you wish to apply for a credit account, your details will be referred to a credit reference agency as part of the registration process. We also ensure that your details match the electoral roll. So that we know we're checking the correct person's details, we request the following information:
- Full name
- Full address, including post code
- How long you've been at this address
- Date of birth
We also require a contact telephone number, as from time to time we may need to contact you about your order, a delivery, or to let you know about special offers that we believe might be of interest to you. You can opt out of receiving marketing calls if you wish.
Please be assured that this is standard industry practice, and these measures are in place for your protection.
We'll send your first statement within 28 days of your order being charged to your account. Your statement will show your outstanding balance, the minimum amount you need to pay and the due date. Once your statement has been issued, you can also find this information online by signing in to your account.
We offer a number of payment options, so you can choose the one that's most convenient for you. For more information, please select your preferred method from the list below:
Simply sign in, click 'My Account' and select the option 'Make a Payment'. If you've already saved your card details, simply click 'Use This Card' and fill in the required fields. If you haven't added any card details yet, scroll down to 'Add New Card'.
You can also remove expired cards by clicking the 'Manage Saved Cards' option.
You can set up a direct debit over the phone. Please call 0345 071 9031 (calls cost 13p per minute, plus your phone company's access charge). We're open from 8am-8pm Monday to Friday and 8am-6pm over the weekend. You'll need to provide your bank name, account number and sort code.
We can also send a direct debit mandate form to you through the post.
Once your direct debit is arranged, a payment will be taken every 28 days, in line with our statement cycle - your statement will confirm the date that payment will be taken. You can pay a set amount, the minimum payment or the full balance on each statement.
Just so you know, direct debits will show on your bank/building society statement under 'JD Williams'.
Please call 0345 071 9031 (calls cost 13p per minute, plus your phone company's access charge). This service is available 24/7; simply select option 2 and our secure system will take your card details and process your payment straight away. You'll need to confirm the card type, card number, expiry date and card verification number (this is located on the signature strip on the back of your card; please quote the last three digits).
Please use the details below:
Sort code: 40-31-24
Account number: 02128012
Please use your customer number (as shown on your statement) as the payment reference. Please don't type anything else as the reference, for example 'Shoes' or 'Clothes', as your payment may not reach your account if you do.
If you're not sure what your customer number is, please use the 'Forgot Your Account Number' link on the Sign In page. Once you've filled in the required details, we'll send you an automated email containing your customer number. Alternatively, you can get in touch via Live Chat, or by clicking the 'Contact Us' link, and one of our friendly advisors will be happy to confirm your customer number for you.
Just take your statement and let the cashier know how much you want to pay. They'll stamp your statement and give it back to you – please keep this for your records. You won't be charged at the Post Office but a fee of £1 will be applied to your next statement.
If you're paying your balance in full, you'll need to pay an extra £1 to clear your account.
Just take your statement and let the cashier know how much you want to pay. The top of your statement will be stamped and given back to you - please keep this for your records. The cashier will keep the payment slip at the bottom of your statement.
It's free to make your payment at a branch of your own bank, but if you go to another bank they may charge you.
Simply take your statement to any store displaying the Payzone logo. Your statement will be stamped and given back to you, along with your receipt; please keep this for your records. You can find your nearest store by going to www.payzone.co.uk/store-locator and entering your details.
A standard fee of £1 will be applied to your account for every payment made via Payzone. If you're paying your full balance, you'll need to pay an extra £1 to clear your account.
If you'd like to pay by cheque or postal order, please make it payable to JD Williams. To ensure your payment reaches your account, please write your customer number, house number & postcode on the back and send it to us with your completed payment slip. We're required to cash cheques as soon as we receive them, so please don't send post-dated cheques.
Please send your payment to:
Customer Contact Centre
40 Lever Street
For your own protection, please don't send cash through the post.
Credit card payments may be subject to a 1.5% handling charge.
Before we can update your account we'll need a copy of a legal document, such as a marriage certificate or deed poll, confirming your new name. We're also happy to accept copies of two recent utility bills, showing your new name.
You can post the documents to us at:
40 Lever Street
Please don't send the original document - although we'll take every care to return it to you safely, we cannot guarantee this.
Alternatively you can attach them to an email and send it to firstname.lastname@example.org.
Either way, please make sure that you include your account number.
Simply sign in, go to 'My Account' and click 'Change Password'.
If you're not sure what your password is, please click 'Forgot Your Password?' on the Sign In page, and we'll email you a link that will allow you to create a new password.