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Payment

Why has my card been rejected?

To place an order with us we require payment to be made using a credit/debit card that is registered to a UK address. The address given when placing your order is required to match that of your card issuer and if incorrect this will be rejected. We also only accept cards which are 3d secure enabled.

What does 3D secure mean?

We offer the most secure methods available for online transactions, Verified by Visa or MasterCard Secure Code, this includes the latest security from the leading banks, but you need to enrol into their scheme before you can continue. You can register for this service by contacting your card issuer direct. Once registered your card can be used on any other site using the same high level of security. If your card is not enrolled your order will be rejected.

Why do I need to enrol my card?

As a business Jacobs endeavour to provide the highest level of service to all of its customers, as part of this we take extra measures to ensure that both our customers and ourselves are protected from online fraud. To do so we use the 3D secure system as a requirement in placing an order.

Do you accept payments from cards, which are not enrolled in the Verified by Visa or MasterCard secure code scheme?

Jacobs do not accept orders placed using a credit/debit card that has not been registered with the verification system. Any orders that are placed without enrolling will be rejected and no payments will be made.

What if my card providers are not part of the Verified by Visa or MasterCard Secure scheme?

Please call our sales line on 0845 600 6055 and we will advise accordingly.

What type of cards do you accept?

As an online retailer we accept most major credit or debit cards that are registered within the UK. These are as follows:

- Visa
- Visa Electron
- Solo
- MasterCard
- Switch/Maestro
- Delta

Full payment is taken upfront for all home delivery orders.

Stock

How do I know if something is in stock/out of stock?

Stock levels are displayed on our website for home delivery however availability maybe better than displayed. Although we endeavour to ensure that this is updated regularly, it can occasionally be incorrect. If you are desperate to get hold of a product feel free to call for accurate stock levels and availability for both online and in store, please contact our Mail Order department directly on 0845 600 6055.

Delivery

When will I receive my order?

Jacobs offer several different delivery services either by DHL courier or Royal Mail post. The delivery options are chosen during the checkout process. We are able to offer a Saturday delivery service via Royal Mail post.

How will I know when my order(s) have been despatched?

Once your order has been dispatched and has reached your local DHL or Royal Mail delivery depot, an automated e-mail will be sent to you containing your tracking details. You will then be able to keep up to date on the location of your parcel and an estimated delivery day.

How much is postage?

Delivery charges may vary depending on the size and the weight of the package. These are offered to you during the checkout process If you are unsure as to which delivery service your order requires, please contact our Mail Order department for information and advice – Tel: 0845 600 6055

Can I have my order delivered to a different address?

As part of our extra security measures Jacobs are unable to offer delivery to an alternative address, other than the credit/debit card registered address. We can offer our Business customers this provided they supply us a letter headed fax showing the company logo and business address.

Why do you only deliver to the cardholders address?

By having this security measure in place, Jacobs are reducing the risk of fraudulent transactions being processed. This insures that the customer is the only recipient of the ordered goods. This is for both your protection and ours.

Mail Order or Website Returns

Who do I contact if my product is faulty or unsuitable?

All presales and after sales correspondence for Phone or website orders are dealt with by our Mail Order department directly. You can contact them either by phone on 0845 600 6055, e-mail: sales@jacobs-photo.co.uk or by post:

Cecil Jacobs Ltd
Jacobs House
Meridian East
Meridian Business Park
Leicester
LE19 1WZ

What is your returns policy?

For all Mail Orders, Jacobs’s returns policy states that goods are to be returned to our Head Office within 7 days of receipt as required by the distance selling act. You are required to return all original receipts and invoices along with any free goods supplied. Please contact our Mail Order department in advance to inform us that you intend to return your order and obtain a Returns Reference Number. We will then email you a returns sheet to enclose in the box, when sending back the product.

Other Questions

Do you ship outside UK Mainland?

As another part of our attempt to prevent online fraud, Jacobs are unable to offer a delivery service outside of the UK. We are also unable to accept payment by cards registered outside of the UK.

Can I buy online and collect in store?

Unfortunately we do not offer a pay online and collect in store service, we do offer a Click and Collect service where you reserve it online and pick it up in-store. You pay for the items upon collection at your chosen store.

How do I find my nearest store?

You can either contact our Mail Order department on 0845 600 6055 who can advise you on the location of your nearest store, or visit our website and use our Store Locator.

How do I subscribe to Jacobs’s newsletter?

To subscribe to the Jacobs Newsletter please look on the front page of the website and there is a banner that says ‘Newsletter Sign Up’ which you can enter your email address

How do I unsubscribe to Jacobs Newsletter?

Should you wish to unsubscribe to Jacobs Newsletter, you will find a link at the bottom of the newsletter, which you will need to follow accordingly.

What do I do if I want to cancel my order?

To cancel or amend an existing order please either contact our Mail Order department on 0845 600 6055 or e-mail us at sales@jacobs-photo.co.uk prior to dispatch.

When is payment taken from my credit/debit card?

When placing an order either online or by telephone, full payment is taken from your credit/debit card immediately. This includes any products that may be out of stock at the time of placing your order. We will deliver out of stock products as soon as stocks arrive.

Do you accept foreign registered cards?

For security purposes we are unable to accept any credit or debit cards that are registered to an address outside of the UK.

Is a receipt sent with the delivery?

When placing an order with us you will receive an automated e-mail with your invoice. You will also receive a copy of this on paper upon the delivery of your order.

What is your VAT number?

Our Business registered VAT Number is 114 2382 08.

Do you offer Gift Vouchers on you website?

You can find Gift Vouchers under the Misc tab on our front page or you can order by calling our mail order sales line on 0845 600 6055

Can I place an order over the telephone or does it have to be done online?

For security purposes we prefer orders to be placed online, however if you are experiencing difficulties in doing so we are happy to process your order via telephone subject to all of our security protocols being met.
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