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 discount 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 [email protected] 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?

For both in-store and online purchases please contact our customer service team on 0333 043 9550 or email us at [email protected] 

 

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. Should the store be unable to assist, please contact our customer service team on 0333 043 9550 or email at [email protected] 

 

How long do refunds take?

Refunds may take up to 3-5 working days. Please note that JTF has 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, please email us at [email protected] with your name, contact number, and a brief explanation of your complaint.

 

Can my local store reserve products for me?

Subject to availability, your local store may be able to reserve specific products for you for a period of up to 24 hours.

 

Does my local store have a particular product in stock?

Store stock availability can be checked against each of our product detail pages within JTF.com, alternatively 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 Locator.

 

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, address and membership number to [email protected] and we’ll remove you from the mailing list.

 

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, offering different methods of payment that are popular and convenient for customers. 

 

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 store if I decide I no longer want it?

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, each items delivery time is stated in your order confirmation email. Any queries in relation to your order should be made to customer services on 0333 043 9550 or by email at [email protected]

 

If I purchase an Item online, can I return it to store if I decide I no longer want it?

If the item has been purchased online and you wish to return it to store for a like for like exchange or refund, you will need to contact the customer service team 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 customer service team to process your refund.

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

 

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

Our courier will contact you by text, phone, or email in order to get your order to you as quickly as possible, however, in busy periods it can take up to 7 working days for this to happen. In the case of orders containing 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 the 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 contact the customer service team on 0333 043 9550 or at [email protected]

 

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 customer services team on 0333 043 9550 or at [email protected]

 

Can I collect my order in store?

We do not currently offer a store delivery service or Click and Collect facility, however, do offer a range of home delivery options.

 

Is tracking available for deliveries?

When your item is marked as shipped you do receive an email with your tracking number please follow the link within 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 service team by emailing us at [email protected] or contacting us on 0333 043 9550

 

Secure shopping and payment types?

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 and PayPal using their latest security and fraud prevention software.

 

What are your delivery charges?

Our delivery charges are based on the total weight of your order. Our standard delivery charge is £4.99 and larger items (above 30kg) charged at £24.99. Please see the delivery page for more information.

 

How long does delivery take?

We aim to deliver within 3 working days for standard delivery. Larger items are delivered within 3-5 working days.

 

Do you ship to Europe?

We currently deliver to UK home and business addresses only.

 

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 [email protected]

 

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 "log in" section on our website and click on the ‘forgot your password’ link. We'll then send you details on how to gain access to your account.

 

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 codes to be used online – these are promotional and happen throughout the year – make sure you’ve become a member and registered to our email newsletter 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. Should any of the details contained within the order confirmation be incorrect, please contact customer services ASAP.

 

I haven’t received my order confirmation email? 

Should you have any concerns as to whether your order has been processed, please contact our customer service team a call on 0333 043 9550. They will be able to confirm whether your order has been processed successfully.