Frequently Asked Questions
Please use our FAQs if you have any questions about the Jane Austen Centre or the products we sell online.
Please view our up-to-date opening times by clicking here
To book tickets for visiting the Jane Austen Centre, please click here
To place a booking for the Tea Room, please click here
For more information, please visit the Festival homepage
Festival FAQs can be found here
As our stock is constantly changing, some of our online products aren't available in the Jane Austen Centre and vice versa.
Please contact us at
We try to provide all the information you could require on the product page itself, but if you would like further information, please contact us at
Please find the relevant size guides on the individual product page(s).
If you require further assistance, please contact us at
We generally do not offer preorders on products. If you want to be kept up to date with stock arrivals, amongst other Jane Austen community news, please sign up to our newsletter here
You can enter your email address on out-of-stock product pages, which will inform you via email when that product is back in stock.
Yes we do. We ship worldwide and all goods are normally despatched within two working days of receipt of the order (excluding weekends and UK bank holidays).
To change your location, please use the currency switcher in either the header or the footer of the site.
For a full list of countries we ship to, and their respective costs, please visit our Shipping Policy page.
Yes, we take security extremely seriously.
Our payment provider, powered by Shopify, is certified Level 1 PCI DSS compliant.
Shopify perform annual on-site assessments validating compliance to continuous risk management. They work hard to keep our shopping cart and ecommerce hosting secure.
If you have a discount code, you can apply this once you have added products to your basket and initiated the checkout.
On the checkout page, please enter your code underneath the product summary and press ‘Apply’.
If your code is applying to your order, we recommend that you check the valid-through date to ensure that the promo code is still valid.
Some of our discount codes have excluded items such as sale items. Promo codes do not work in conjunction with other offers.
If the promo code is still valid, please contact us at
No, promo codes are designated for one and only one order.
We only currently offer next day shipping to the UK.
For more information, please visit our Shipping Policy page
Our international shipping prices are automatically calculated according to the size and weight of your order. (This can be reviewed during the checkout process.)For a full list of estimated costs, please visit our Shipping Policy page.
We pride ourselves on processing your order as quickly as possible. We aim to dispatch orders within 1-2 days of receipt, (not including weekends and UK bank holidays) but during busy periods there may be a slight delay.
Once the order has been received by our warehouse we can no longer cancel or change an order.
Please contact us at online@janeausten.co.uk as soon as you realise you need to make a change or cancel, and we will try to service this request. We always endeavour to reply to your enquiries as quickly as possible.
We offer a gift wrapping service for your items, this can be added to your order on the product page itself. This service is per item so will need to be added for each item ordered (if required).
Any notes can be added in the ‘Add Order Note’ section in the basket.
If you order items from our site for delivery outside of the UK, you may be subject to import duties, fees and other taxes which are levied when the delivery reaches the specified destination.
Please contact us at online@janeausten.co.uk for more information.
Our orders are usually shipped on as fast a service and arrive as quickly as possible.
For more information on expected shipping times for your location, please visit our Shipping Policy page.
We only currently offer next day shipping to the UK.
For more information, please visit our Shipping Policy page.
Once your order is placed, you will receive an Order Confirmation email.
If you don’t receive this soon after you have placed your order, please check your junk folder.
Once your order is shipped you will receive a shipping confirmation email
Once your order is shipped, you will receive a shipping confirmation email with a tracking link inside of it. Click this link to be taken to the courier site to see your order’s status.
Please bear in mind that sometimes it takes some hours for the courier system to update to show the package and its journey. In this case, please wait a few hours and check again.
If you are having trouble with your parcel not arriving as expected, please contact us at online@janeausten.co.uk with your order number and details of the issue you are having.
Unfortunately, there are sometimes situations out of our control that delay shipments but we will always do our best to expedite these.
Our aim is to make sure all your goods arrive as quickly and as safely as possible, which means that sometimes we will ship items separately due to their size or weight.
Orders containing multiple items will be sent out when all items are ready for despatch.
For more information, please visit our Shipping Policy page.
It is rare, but sometimes parcels will get lost in the mail. If your order has not arrived within a month of shipping, please email us at
If it is still not with you within 2 weeks of shipping (for UK orders) or 40 days of shipping (for orders outside the UK) we are happy to refund or resend your order.
We cannot replace or refund lost orders unless we have been notified of the problem within two months of the item being sent.
Please contact us at online@janeausten.co.uk before returning any item.
Our returns centre will happily refund or exchange any merchandise that is returned in its original packaging within 30 days of the date of purchase (excluding our original postage costs), providing there is a reasonable explanation.
For full details, please visit our Returns Policy page.
If you believe your goods are faulty, please contact us at online@janeausten.co.uk before returning your item.
Please include any information and images outlining any defects or damage.
We aim to process all returns as quickly as possible. Usually allow 10-14 days.
Our returns address is -
Jane Austen Online Gift Shop,
Unit 18 Brassmill Enterprise Centre,
Bath,
BA1 3JN.
United Kingdom.
Please contact us at online@janeausten.co.uk before returning any item.
Tickets are non-refundable, but if an event sells out we are happy to offer returned tickets for resale.
For full details, please visit our Returns Policy page.
For Jane Austen Centre information, please email -
contactus@janeausten.co.uk
For Online Gift Shop information, such as products, orders, deliveries and returns, please email -
online@janeausten.co.uk
For Jane Austen Festival information, please email -
festival@janeausten.co.uk