INFORMATION REGARDING online orders At JYSK UK
Our JYSK employees’ and customers’ Health and Safety are our top priority, and JYSK is continuously monitoring and adapting to the developing Coronavirus Covid-19 situation.
Our JYSK.co.uk still remains open for home delivery, currently with extended lead time on delivery due to volume of online orders. Please note that our stores are now open for Click & Collect and in selected stores Order Online Pick Up in-store service.
At present we are experiencing unprecedented volumes (+600%) of communications for our Customer Service team to handle. The majority of these enquires are easily answered by our FAQs below and we would urge you to review these before contacting us, as potentially you will save yourself a lot of time.
If you still have questions relating to your online order, for example; you wish to cancel or your delivery has gone beyond delivery timescales Please contact our customer service department via email at firstname.lastname@example.org or telephone 03300 883818.
Please note that due to the unprecedented volumes of communications our Customer Service Centre is now closed between 12pm - 1pm Monday to Friday. This is to ensure that our Customer Service team which are all working exceptionally hard during this time are able to receive their daily exercise and fresh air away from the pressures of work, we hope that you appreciate the need to support our team in this manner. This does not mean we are less available for you as we have doubled the size of our team, especially to focus on handling emails.
Are you open?
Following careful consideration and implementation of UK Government Covid-Secure guidelines, we are delighted to have reopened our stores here in the UK. When visiting our stores we will still be there to help you, just from a little further away than before. All our stores have Social Distancing measures in place, alongside directional signage, hand sanitising, increased focus on regular cleaning and limiting the numbers of customers in store at any given time. A more detailed overview of how we are making JYSK safe for you to visit is shown in the video below.
Can I order online for collection from store in the UK?
UK ONLINE COLLECTION ROLLOUT: Fully Covid-19 compliant, we have opened up for collection from store (Click & Collect and Order Online Collection) You will be able to select available stores upon placing your order. Please see our Opening Hours for information on when you are able to come for order collection from outside of our store. Please await for order confirmation prior to attending our store, during this period our Click & Collect picking times could be up to 48 hours. On arrival please follow signage present and remain 2 metre social distancing at all times. We hope to continue our rollout to more stores in the near future.
Will there be any delivery delays and can I get an update on my online order?
Our distribution centre is currently experiencing a high volume of orders and therefore we are experiencing delays. We are working hard to be as honest and upfront about current delivery timescales as much as possible. We trust at this time you understand the reason for this.
Our current delivery time scales are as follows:
Small parcel: 8-15 working days (excludes weekends and bank holidays)
Cargo: 8-20 working days (excludes weekends and bank holidays)
We are currently experiencing an increase (+600%) in volume of communications to our Customer Service team, we want to ensure that we are able to serve our customers in the best way possible, whilst also very aware that there will be delays in contacting us at this time.
In order to serve our customers better we kindly ask that you ONLY contact our Customer Service team if your delivery has gone beyond the timescales above. If you do contact us within the timescales we will NOT be able to advise you any further on the status of your order.
Why have you NOT taken funds from my bank account for my online order?
When you place an online order with JYSK we take your payment details and then hold your transaction in ‘pending’ with your bank. We only take the payment once your online order has been dispatched from our Denmark Distribution Centre.
It is our way of ensuring that you only actually make payment for your online order once they are on their way.
On occasion we are aware that the ‘pending’ transaction might not show on your bank account, this is a matter we are looking into. However, it does not mean that your online order has been cancelled if the ‘pending’ transaction disappears, if an order was cancelled you would hear from JYSK in the first instance.
Why am I still waiting for a response to my email?
Our Customer Service Team are working hard to reply to all customer emails – we currently have a large volume of enquiries via email and we will get back to you as soon as possible – aiming to achieve within timescales provided on your automatic reply you will have received.
We reassure you that we are working through the emails and there is no requirement to send additional emails, sending additional/follow up emails will only increase the current workload level and create further delay for you and all customers.
Why do you charge a delivery fee for online orders?
We are very honest about our pricing and delivery costs, as such we do not build any delivery costs into the price of your purchase. This means the price you pay is the ‘true’ price of the product, rather than subsidising delivery costs.
Normally we would be able to offer free delivery to our stores, as they are receiving deliveries each week from Denmark already.
Our online orders are shipped from Denmark to our courier and then shipped by courier across the UK – which incurs additional costs.
Can I track my online order?
Once your order has arrived with our UK transport company – (Small parcel: DPD, Cargo: Rhenus Home Delivery) they will be in contact with you directly to advise of a delivery date and time. At this stage they will also provide tracking information for you.
It won’t let me order something online, why?
If the ‘add to basket’ button on an article is not active this means that we currently don’t have any stock of that item left. We are constantly working with our global supplier to replenish our Distribution Centre. We ask customers to check back in a couple of days to see if the article for ordering again.
What happens if I want to return an item?
At JYSK we already have in place a very fair refunds policy without time limitation, therefore do not be concerned if due to the current situation you cannot return an item to us within a short time period as we will honour the return alongside our normal refunds policy. Please note during our initial reopening days we are unable to accept returns in order to allow our colleagues to cope with the demands of our new style of operating.
Why are some of your items unavailable to order online?
The vast majority of our online orders at present are for indoor and outdoor furniture, in order to speed up our service and delivery to our customers we have temporarily stopped shipping some smaller items. This is because these items create extra manual work for packing and shipping.