email us: office@jatual.comsales@jatual.com
+33(0)6 45 06 77 58
+33(0)6 51 99 58 74

01. I live outside the EU, do I need to pay Duty and Taxes?

If your order is shipped to the USA, Canada or Japan then all duties are included within the price of your order. For all other destinations outside of the EU, customers may face import and duty taxes. These vary from country to country and Jatual has no control over them. In the event that you need to pay import and duty taxes, you will be contacted directly by the shipping service and the order will not be released until you have paid. Please contact your local customs office for further details of charges.

02. Do I need to set up an account to place an order?

Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':


03. What should I do if I forgot my password?

If you have forgotten your password, visit the 'My Account' section, click on 'Forgot Your Password?' and simply follow the 'Password Reset' instructions. You will receive an email with a new temporary password.

04. Which shippers do you use? 

We use DHL for all deliveries

05. How do I know if an item is in stock?

All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, add it to your Wish List so you may save and view it at any time. You will be notified once it is back in stock.

06. Is it safe to use my credit card at the Jatual Online Store?

Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section.

07. Why do I need to re-enter my credit card details when requesting delivery to a new address?

For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

08. How can I remove my saved credit card details?

There are two ways to remove previously saved credit card details: either edit or add a new shipping or billing address or during your next purchase, simply unselect the option "remember my payment details" on the payment page.

09. What currency will I be charged in?

We are charging all countries in Euros. If we it's not your credit card currency, then the final value of order will be converted by your card issuer at the date of debit and shown on your card supplier statement.

11. How do I change currency?

If you are shipping to the UK or the US and Canada, your order will be displayed in US Dollars. If you are a customer whose credit card is not denominated in US Dollars or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction. To change currency, simply click on EUR button in top right corner of the screen and select currency and your country from the list of shipping destinations.

12. Does the Jatual Online Store ship to multiple addresses?

You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

13. How soon can I get my order and how much delivery will cost?

We aim to deliver within the approximate times stated below (Mon-Fri) on all orders placed before 12pm GMT. During busy sale periods there is sometimes a short delay of 1-2 days in shipping orders. We ask for your patience during these periods. For further details, please visit our Shipping Information section.

14. Can I change my shipping address after my order has been dispatched?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

15. Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

16. How will I know I received my order and when will payment be deducted?

After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Service team and will only charge your credit card for the value of the items in stock.

19. Can I track my order?

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

20. Where is my order?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to only be used as a reference, commences from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders.

21. How do I return an item?

To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Returns section in the Customer Service area.

22. How can I request my RAN (Return Authorization Number)?

If you are registered, sign into your account and in the 'Orders' section, identify the order containing the item (s) you would like to return and click on the 'Return Product' button.If you have placed an order but have not yet registered, click here to request your RAN.

23. Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section.

24. What are cookies and should I be worried about them?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognized when they visit the Jatual Online Store. Your name will appear in a welcome message at the top right hand corner of the website.

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