FAQ

MY ORDER

Help! I’ve just placed an order but need to make a change. 

If you have made a mistake with your order, please contact us as soon as possible via phone or email and we will do our best to amend your order. Once the order is despatched, we are unable to change the delivery address.

I haven’t received a confirmation email?

Our confirmation emails are generated automatically and are sent out shortly after your order has gone through. If you have not received one, it could be because there is a mistake in your email address, or that the order was not completed. Do not hesitate to contact us on enquiries@javelinonline.co.uk if you need to confirm an order. 

For Click & Collect, you will receive a confirmation email to collect the order, once we know that the item is at our Bury St Edmunds shop, so this can take up to 48 hours. 

My tracking details say my order has been picked up, but it hasn't! 

When making a Click & Collect order, you will receive an email or tracking details that say your order has been 'picked' when we have confirmed that we have the item. Do not worry that it has been picked up by another person. We need your name and order number when collecting an order, so this opportunity is eliminated.

Can I collect an order from your store?

You can adjust the delivery option at the checkout to collect an item at our Bury St Edmunds store. We are not able to offer this service in Sudbury at the moment though. 

This service is free. It can take up to 48 hours before your item is ready for collection if it is being transferred from our warehouse. So please keep an eye on your email and tacking information before making your journey to collect the order.

Do you do international delivery?

Javelin provides International express deliveries as standard, these will be sent out on a tracked service, with the following prices:  1-2  working days Europe £20,  2-3 working days Rest of the World £25. 

You will receive a confirmation email once the item is dispatched. 

How do I know if you’ve received my return?

Any refunds will be issued once we have received the goods in their original condition and with the original receipt. Refunds will be made via our online payment system and not in store.  You will receive confirmation of a refund being processed as soon as the item has arrived back to us, but a refund takes up to 10 business days to reach your account.

OUR PRODUCTS

Do you sell gift vouchers?

Yes. You can buy an e-gift card here and enter the email of the recipient when you reach the checkout, so it is sent straight to them. Or you can call us on 01284 754559 if you would like to buy a physical gift card and have it sent to the recipient. It is under your discretion if you want tracked delivery or a 1st class stamp and your delivery will be charged accordingly. 

Oh no, it's out of stock, will you be getting any more?

You can contact us here if you would like to know whether an item may be coming back into stock. Also, bear in mind that we sometimes have returns that will be listed online again once processed.

How do I leave a review on a product?

At the moment we do not have a review platform, but if you would like to leave a review, we would appreciate comments on our social media platforms or being emailed directly. These reviews may be shared as we love hearing it and taking onboard any feedback.

How does your sizing work?

We stock a lot of brands from across Europe and America, so our sizes can often be written in various formats due to the way the brands label their clothing. If you are ever confused, please don't hesitate to contact us here and we will help pick the right size.

 

Can I return an online order to your shop?

Online purchases may be returned by yourself to either our Bury St Edmunds branch (37 Abbeygate Street, Bury St Edmunds, IP33 1LW) or our Sudbury branch, (38 Market Hill, Sudbury, CO10 2EN) once reopened. At this current time, you may return an item to our Bury St Edmunds store between the hours of 12 noon - 2pm Monday to Saturday.

Items returned to the store must be in their original packaging and condition, and within 14 working days from the date of delivery, along with the original receipt.

Any refunds will be issued once we have received the goods in their original condition and with the original receipt.  Refunds will be made via our online payment system and not in store.  refund takes up to 10 business days.