Frequently Asked Questions

In Store

What is a JTF card?

A JTF Card is a membership card that allows you access to the best deals and prices in store. Please check our Store locator to find your local store. You don’t have to be a member to shop online but if you do join, it means you’ll never miss out on the best deals again.

 

How to become a member with JTF?

You can place an order online without becoming a member. However for store purchases, you will have to register. Registration is free of charge and anyone can join, visit your local store with a form of ID, proof of address (a driving licence would be ideal) and an active email address. Our customer service team will be able to sign you up during your visit, and provide you with a membership card. Once complete, you will be able to shop at any of our stores throughout the country.

 

I’ve forgotten or lost my card, what do I do?

If you’ve forgotten or lost your card, don’t worry. Just go back to your local store, and after they verify your account, with your postcode and email address, they can issue you with a brand new card.

 

Do I get discounts with a JTF Card?

The membership card gives you access to the best deals and discounts. Here at JTF, we work hard to bring you brands you know, at prices you’ll love.

 

How do I change my address on my membership card?

All you need to do is send an email to customerservice@jtf.com with your membership number (which can be found on the back of your card) your old address and your new address so that you still receive the best and latest deals JTF has to offer.

 

I’ve lost my receipt, what can I do?

Please contact your nearest store for help and assistance ID may be required alongside your membership card.

 

I’ve bought a product in store and there are missing parts?

If you have bought a product from JTF and you unfortunately find that there are missing parts, please contact the store that you purchased the product from. It will help the store if you can identify what part is missing.

 

Do you offer home delivery service – store to home address?

Products purchased in store can be delivered to your home address, the price is subject to change from store to store. Prices can be obtained from an in store representative.

 

How long do refunds take?

Refunds made on a Debit or Credit Card may take up to 3-5 days. Please note that JTF have no control over this as it is handled by standard banking systems. Direct contact with your card provider may also enable you to check the status of your refund.

 

I have a complaint regarding a store what do I need to do?

For us to be able to deal your complaint quickly and effectively we at Customer services require the following information an explanation of the reason behind your complaint and the issues you have faced. Please provide as much contact details as possible i.e. phone number, name, membership number and address details. We do advise as much information to be able to handle the query. Please note most complaints that are sent to head office regarding our stores are looked into and if the issue can be dealt with in store the store will then sort the issue out.

 

Can my local store reserve products for me?

Subject to availability, your local store may be able to reserve specific products for you. Please contact your local store for more information – Store Finder

 

I am trying to locate a product which I purchased from JTF, but my local store has none. How can I obtain further stock?

Please check with the manager of your local JTF store in order to determine the availability of future stock. Find your local stores phone number using our Store Finder.

 

Does my local store have a particular product in stock?

Please contact your local store directly where one of our colleagues can check the availability of stock. All of our store telephone numbers can be located on our website by using our Store Finder.

 

I am pleased with the service that I received at JTF, how can I pass my comments on?

We would love to hear when we get it right. Please submit your comments online to our Customer services team by emailing us at customerservice@jtf.com and we will be pleased to share your comments with the store!

 

How do I opt out of marketing through the post?

If you no longer want to receive our mailers or special offers through the post, please email your full name and address to customerservice@jtf.com and we’ll remove you from the mailing list.

 

Where is my nearest store?

JTF has 13 massive megastores located around the Midlands and north of England, including our latest location in Walsall. Many have cafés and all have ample free parking. Just use our Store locator to find out where your nearest store is. If you’re not close to a store, remember we have a huge range of products to buy online.

 

What is your store returns policy?

We hope that you are 100% satisfied with your purchase, but if not, if you return it; With your receipt, within 28 days, unused and in its original packaging, we'll issue a full refund. Any item that does not meet the above criteria will not be accepted. Some products that we sell are excluded from the 28 day guarantee. These are clearly marked. This does not affect your statutory rights.

 

Do you accept high street vouchers?

We don’t currently accept high street vouchers in our stores but we’re working hard to make our customer experience one of the best, and offering different methods of payment that are popular and convenient for customers. Watch this space!

 

Can I buy a gift voucher?

Yes, we’ve now introduced gift vouchers that you can buy in store. These are perfect for those people who are hard to buy for. Treat them to a gift voucher and they can treat themselves to an enormous amount of choice! The vouchers can only be used in store – please see here for full terms and conditions.

 

Are your stores accessible for wheelchair users?

All of our stores are accessible to wheelchair users; they also have limited wheelchairs available for customer use. 

 

If I purchase an Item from one store, can I return it to a different one if I decide I no longer want it?

If the item has been purchased online and you wish to return this to store for a like for like exchange or refund you will need to contact the customer service team initially to gain a returns code. Once you have this you can return the item to any store, please bear in mind that your refund if required will not be done in store, they will advise the online team that the item has  been returned to them and the online team will process your refund.

If you do not have a unique returns code, the store will not accept the return.

If the item has been purchased from in store then this can be returned to any of our stores, proof of purchase is required and all exchanges/ refunds are done at the manager’s discretion.

 

How do I contact a specific store?

To contact a store, please visit the Store locator page and click on the store you’d like to contact.

 

I saw something in your printed brochure that I cannot find in store, why?

Here at JTF, we work hard to bring you the best prices and deals – all the items we offer are subject to availability. Please check the website to see whether we can get the item delivered to your home.

 

Online

If you have received an incomplete order?

In some circumstances the items you order will be delivered separately due to items being stocked in different locations. However, if you are unsure or you have waited a week for your other item(s) to arrive then please contact customerservice@jtf.com

 

Why haven’t I been contacted by the couriers yet?

Our courier will often contact you by text, phone, or email as we want to get your order to you as fast as possible, however in busy periods it can take up to 7 working days. In the case of orders containing really large items we will need this time to prepare your order for a specialist courier who will contact you to schedule delivery on a day of your choice. For such orders, the courier will deliver to any room in your home (this is limited to ground floor and first floor rooms only - any handling above this is at the discretion of the courier).

 

I require a VAT receipt?

If you require a VAT receipt we will happily send this to you, please can we at JTF ask that you email us on customerservice@jtf.com requesting this information if you could provide your order number this will help us find your order or alternatively you can call us on 0333 043 9550.

 

Why have I not received a confirmation order email?

If you do not receive any emails from us after placing an Order please check your ‘junk’ or ‘spam’ folders. If you still have no order confirmation email, this may be due to a temporary communication problem in the network or a spelling mistake in the email address. In both cases, you are advised to contact our Online Customer Services Team on 0333 043 9550.

 

Can I collect my order in store?

No, we do not currently offer a “Click & Collect” service, you must choose a home or office delivery address for your order.

 

Is tracking available for deliveries?

When you item is marked as shipped you do receive an email with your tracking number please follow the link on the email to track your parcel.

 

How do I obtain further information or instructions regarding a product I have purchased from JTF?

Please submit your enquiry, in as much detail as possible to our Customer Services Team by emailing us at customerservice@jtf.com. You should expect to receive a response from our Customer Relations Team within 3 working days of submitting your request.

 

How can I pay?

We accept the following payment methods; Visa Debit, Visa Credit, Visa Electron, Mastercard, and PayPal. Payments are taken at the point of order and are processed on our behalf by Sage Pay.

 

What are your delivery charges?

Our delivery charges are competitive and are based on the total weight of your order. Standard delivery is 4.99 and larger items charged at 14.99+ dependent on the weight of your total order. Please see the delivery site for more details. We offer free standard delivery if your order is over £75 and under 30kg.

 

How long does delivery take?

Delivery is usually 3 to 5 working days from the day you’ve purchased your order. Larger items are 7 to 10 working days as they come direct from the supplier. Items that have a 7- 10 delivery lead time are highlighted on the individual product pages.

 

How do I get free delivery?

You will be eligible for free delivery if your basket total is over £75 and the total weight of your order is under 30kg.

 

Do you ship to Europe?

We currently deliver to UK home and business addresses only.

 

Why can’t I get free delivery of a heavy item which is over £75?

Depending upon the weight of your item will determine which courier we need to use and therefore what the charge will be. We do endeavour to keep these charges as low as we possibly can but increased charges may be incurred when delivering bulky items or when delivering to remote locations.

 

What happens if I am out when my delivery arrives?

If the courier attempts delivery while you are out, in the first instance, call the courier on the number on the card provided to reorganise the delivery of your item. If you are unable to contact the courier, then please contact our online customer service team who will be happy to help on 0333 043 9550.

 

I am having problems ordering from your site

If you’re having difficulties ordering from the site, please don’t hesitate to contact our dedicated online customer service team who will be happy to take payment over the telephone with a valid credit or debit card.

 

Can I cancel my order?

If you realise you’ve ordered in error, or you’ve just changed your mind, then contact the customer service team on 0333 043 9550 who will be happy to help. Please be advised that if your item has already been despatched then additional charges may be incurred. 

 

I have received a damaged or faulty item, what do I do?

We’re sorry your item hasn’t arrived in a perfect condition. Please contact our dedicated customer service team who will be happy to advise you further on 0333 043 9550 or customerservice@jtf.com

 

Can I add to my order?

If you’ve changed your mind, made an error or want to modify your order, please call our dedicated customer service team who will be happy to help on 0333 043 9550.

 

I have forgotten my login details, what can I do?

If you’ve forgotten your log in details, please visit the membership section on our website and click on the ‘forgot your password’ link and that will ask you to reset your password.

 

Why can’t I buy everything online?

We are continuously adding products that are held in store to be available online. Watch this space, and soon the products you love in store will be available to be delivered to your door!

 

Do you offer discount codes?

We do offer discount vouchers and codes to be used online – these are promotional and happen throughout the year – make sure you’ve become a member to be able to make the most of these offers.

 

How do I know if my order has been received?   

Upon placing your order you will receive a confirmation email from JTF, confirming receipt of your order and giving you all details including a unique order number.

 

I haven’t received my order confirmation email? 

Please firstly check your spam folder, in case any confirmation email has dropped into the wrong folder. If this is not the case and for any reason has not been received; please give the customer service team a call on 0333 043 9550, they will be able to confirm whether your order has gone through and confirm that we have the correct email address for you.

 

How do I track my order?

You will receive a further email advising that your shipment has been created and left our warehouse. 

 

For items going via our Arrow XL delivery service-

Arrow XL  will contact you directly once your item is in location for delivery via text or phone so please ensure your contact details are correct when ordering, they will offer several delivery date options for you to choose from. 24 hours prior to the agreed delivery date you will be sent a text or a customer service advisor will call to advise you of your 2 hour time slot for delivery. Arrow XL will not attempt to deliver without booking it in with you. If at any point you have any questions please contact our customer service team who will be happy to help. 

 

Can I change the delivery address?

Delivery address details are requested upon check out; please ensure that these are correct upon placing your order as they cannot be changed after your order has been processed.