When can I expect delivery of my order?

• We aim for our UK customers to receive "in stock" products within 1 working day providing the order is placed before 2pm, international customers will experience longer delivery times. We will always provide package tracking information emailed direct to you on the day we dispatch your order.

Can I have my order delivered to my work address?

• • We are happy to ship orders to any alternative delivery address, this is however subject to further fraud checks to protect both ourselves and customers from Internet fraud. Please ensure that the Billing Information matches the address shown on your bank account and that the delivery address is entered in the Shipping Information area of our checkout. Please note: this may differ for some international customers due to banking restrictions.

PAYMENTS
What payment methods do you accept?

• • We accept all payments via Credit card, Debit card, PayPal Express Checkout, American Express, Google Checkout, Cheques, Bank Transfers, and Pay Offline via any Pay Zone Shop or Post Office.

Are card payments on your website secure?

• • To ensure your card details are protected during the checkout process we use 128 bit SSL, together with 3D Secure Payment Technology we ensure that only genuine payments are accepted and data is secure. We also accept PayPal and Google Checkout for customers who prefer those checkout options.

Do you accept American Express payment cards?

• • Yes, we accept payments via American Express. Once you have filled out your information at the checkout, please select the pay with American Express payment option.

ORDERS
I want to know the status of my order, how can I find out?

• • An email update will be sent out to you at every stage of the order process, once the order has been shipped we send you the tracking details with the shipping company’s website link for the tracking of your order. Customers can also login to the site to view the same order progress via our Customer Login area, found at the top right-hand corner of every page.

Can I have a VAT invoice for my order?

• • A full VAT invoice is sent to you along with the first conformation email, simply follow the link found at the bottom of the email to download a PDF invoice which contains a full VAT breakdown.

RETURNS & WARRANTY
How long is the warranty for your products?

• • We offer a 2 year warranty on external shell and internal components for all earphones and headphones purchased from jaysearphones.co.uk For full warranty details please see our terms and conditions.

I have a problem with my product, what do I do?

• • If you believe your product is defect we recommend that your first consult the User Manual, the solutions to many common problems can usually be found in the FAQ section in the last couple of pages for each language. If you have lost your manual you can find it at the download section for your product on our website. If you fail to find a solution to your problem in the manual, please contact our customer service department, contact details below. Please note: we are only able to offer a 2year warranty on external shell and internal components for earphones and headphones purchased from www.jaysearphones.co.uk.

The product is not suitable or I’m not happy with it, what can I do?

• • We hope that you will be happy with your JAYS. However if, within 14 days of your purchase, you are not completely satisfied with your item purchased from www.jaysearphones.co.uk, we will happily refund your money. Please see our terms and conditions for further details..

What happens if my product is damaged on delivery?

• If you notice the damage before signing for the delivery please either refuse the delivery or sign for the item as damaged. Please then contact our customer service on the contact details shown below and we will arrange for the most appropriate course of action. PLEASE NOTE that you must report any damages within 2 working days of delivery so that we can raise a damaged on delivery case with the relevant delivery company.

PRODUCT SPECIFIC QUESTIONS
How often do I need to change the filters?

• • Unlike many other brands, our earphones (j-JAYS, d-JAYS, s-JAYS, q-JAYS) are bundled with exchangeable protective filters. This means that if you change them regularly the earphones will maintain their sound quality, despite the dust and dirt build-up that accumulates in all in-ear earphones over time.
  
  There is no golden rule on how often you need to change the filters; some people might never need to do it while others might find it necessary to do it more often. However, as a rule of thumb, if you notice a sudden or gradual change in sound volume or sound characteristics you should change them.
  
  If you love your earphones, change your filters and never use them without them!

One of my earphones is not as loud as the other, or sounds different. Why?

• • Your filters have most likely been clogged by wax or dirt build-up. Even the smallest amount of wax can cause a drastic drop in sound level; simply change the filters to ensure they haven't been clogged. Most of the earphones returned to JAYS are not defective, but clogged and simply require new filters.
  
  Please also test the earphones on another source WITHOUT any extension cables to ensure that the player or cable is not at fault. To replace the filters refer to the instructions within your user manual / filters card.
  
  Also note that the wrong size rubber tips can affect sound quality dramatically so after changing the filters please try another size tip.

I’ve damaged my extension cable, is it covered under warranty?

• • Earphone cables that are damaged due to poor handling are not covered under the JAYS warranty, if you would like to purchase a replacement cable you can find them on the accessories section of this site.

I’ve purchased my JAYS product from another company, will JAYSEarphones.co.uk support them?

• • JAYSEaphones.co.uk can only support products sold directly by ourselves. If your JAYS product was purchased elsewhere please contact your supplier directly for support under the 2 year warranty. If your supplier is unable or unwilling to support you, then please contact JAYS Sweden support for further assistance. www.jays.se