Frequently Asked Questions

Do you provide goods on a sale or return basis?

Unfortunately, none of our goods are supplied on a sale or return basis.

Can I choose the time of day that my goods arrive?

Our goods are delivered using a next day courier service and whilst we are unable to offer a specific time slot, most deliveries occur between the hours of 9am to 5pm, Monday to Friday (excludes Bank Holidays). During exceptionally busy periods these times may be extended to accommodate increased demand and deliveries may take place slightly earlier or later on the day in question.

Do you deliver on weekends?

Our next day service only applies to the working days Monday to Friday, and not Saturday and Sunday. Bank Holidays are also excluded.

A product is shown in a catalogue flipbook, but I cannot order it?

Products that have been withdrawn from our catalogues still appear in the flipbooks, as it is impractical to update them. Withdrawn products do not appear when using the search facility, or via our category links.

How do I cancel an order?

To cancel an order that has not yet been shipped, we ask that you call our sales line on 01420 470100 as soon as possible, and we will be able to help you.

I ordered a split pack of a product that was on promotion, but why did I not receive the promotion price?

If an item on promotion is listed as available to split, unfortunately we apply the original trade price unless a whole unit is purchased.

Can I request copies of catalogues?

To request a copy of a catalogue, navigate to the required category or catalogue page, click the Send me this catalogue link, and fill in the required information. We will then mail a copy of the catalogue out to you. Please note that some catalogues are only available to view online, and a copy of these cannot be requested.

Can I get a list of retail barcodes?

Downloadable lists of retail barcodes can be obtained by category. Navigate to the required category page, then select the Download barcodes (pdf) link to download a list in PDF format.

How do you manage products and lists in My Favourites?

Clicking on My Favourites in the customer dashboard shows currently saved baskets, which can be renamed, viewed, deleted or added to your basket. New lists can also be created. The ‘Add to Favourites’ link under each product on the website will add the item to the specified default list or the last one created (if more than one list exists). Lists can also be saved from the view basket page (the whole current basket will be saved as a list, with the date).

Clicking on a list in the My Favourites page will show the contents of the list. Products can be added or removed here, or moved to a different list.

When adding the contents of a list to the basket, use the tick boxes to the left of the product to choose which items you wish to add (default is all items).

I am an existing Jade customer; how do I sign in to the website?

Find and click on one of the Register links (located at the top and bottom of each page).

Fill in the information on the Register page, including your Jade account number (please note your account number will begin with EITHER a zero or the letter P and NOT the letter O).

You will receive an email asking you to confirm your email address. Meanwhile, your account must be approved by our administrators, whereupon you will receive an email confirming your account is ready to use.

What are the standard payment terms?

See the Terms & Conditions for our payment terms for our account customers.


Everyday Greeting Card Orders & Invoices

Everyday greeting cards are those for birthdays, wedding anniversaries, birth congratulations, etc. as opposed to Christmas cards, Valentine's Day, Mother's Day, Easter and Father's Day.

Everyday greeting cards are invoiced in a different way to regular stationery and toy products. Christmas cards and Spring Season cards (Valentine, Easter, etc.) are invoiced in the same way as regular products, and the following information does not apply to them.

Everyday greeting cards are not invoiced individually (per card). We use a range of generic greeting card product numbers, each corresponding to a trade price, size code, and in some cases the type of card (Isabel’s Garden etc.). When card orders are picked, they are grouped into prices/types and invoiced accordingly, using these product numbers.

Example 1: if a card order was created containing 20 packs of cards that were all code 50 at trade price £2.64, the invoice would consist of one line for 20 units.

Example 2: if a card order was created containing 10 packs of cards at £2.64, and 20 packs of cards at £2.40, the invoice would consist of two lines, one for 10 units and the other for 20 units.

Because they are invoiced differently, orders for everyday greeting cards need to be placed separately to those for other stock. If a regular order of less than carriage paid amount is placed at the same time as that of everyday greeting cards, we will remove the carriage charge if the total of both orders is more than £100.