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  • 100% money back guarantee on all personalised birth announcement cards, wedding invitations and thank you cards

Frequently Asked Questions

  •  Q  What does 100% money-back GUARANTEE mean?
  •  Q  I am having a problem uploading my photos
  •  Q  What is the minimum order?
  •  Q  In what format should my digital photos be uploaded?
  •  Q  What kind of photo works best?
  •  Q  What is EXIF?
  •  Q  Can I change the wording or photos once I've paid?
  •  Q  What if I change my mind and wish to cancel the order?
  •  Q  Are envelopes included?
  •  Q  How do I track my order?
  •  Q  When will my cards be delivered?
  •  Q  What are your postage charges?
  •  Q  Can I order extra cards if I run out?
  •  Q  Can I rely on a quality product?
  •  Q  What happens if I'm not satisfied with my cards?
  •  Q  What are your payment methods?
  •  Q  Are my credit card details secure?
  •  Q  What do you do with my personal information?
  •  Q  Is VAT included in the cost of the cards?
  •  Q  What browsers are supported?
  •  Q  What browser versions are supported?
  •  Q  What can I do if my browser is not supported?
  •  Q  Why does it look different on my browser?
  •  Q  What about Internet Explorer?

 


Q. What does 100% money-back GUARANTEE mean?

A. We guarantee a full refund if you are not pleased with the quality of your cards. Of course we cannot take responsibility for poor quality images or typing errors! Simply return your cards to us here: 

Jack and Jill Cards Ltd, 

Clock House Court
Beacon Road
Crowborough
East Sussex
TN6 1AF

We will check the cards out against the job that you set up to find out what happened and then get in touch with you to discuss the problem.    ^ Top

Q. I am having a problem uploading my photos

A. Try restarting your computer or using another computer if you have access to one. Try using another browser like Firefox. If you still have trouble please Contact us.   ^ Top

Q. What is the minimum order?

A. Our minimum order is for 1 card.   ^ Top

Q. In what format should my digital photos be uploaded?

A. A good quality photograph in jpeg (jpg) format, no smaller than 1Mb and no larger than 8Mb. Please remember that the better the quality of photograph you send the better the reproduction results on your cards. Your jpegs should be in RGB mode not CMYK.  Your job may not print optimally if you use an image that is too low a qualit or too small in size.   ^ Top

Q. What kind of photo works best?

A. Use natural light rather than flash if possible. Outdoor shots are often best.   ^ Top

Q. What is EXIF?

A. The EXIF standard describes how your camera can store information inside the picture file that tells you where the picture was taken and most importantly, which way up the camera was being held.  We try to interpret that and auto rotate the image back to the correct orientation.  You may prefer to strip this data off if you have privacy concerns but you may also then need to colour correct and rotate the image before uploading it.

Q. Can I change the wording or photos once I've paid?

A. Unfortunately not. Once you've checked your card and paid, it's not possible to amend.   ^ Top

Q. What if I change my mind and wish to cancel the order?

A. Completed orders are non-refundable and returns are not accepted. Once the card has been printed we are not able to make changes or refund your money.   ^ Top

Q. Are envelopes included?

A. Yes, 100 gsm white square greetings card style envelopes.   ^ Top

Q. How do I track my order?

A. You can track your order status by going to the My Jack & Jill page.   ^ Top

Q. When will my cards be delivered?

A. Delivery should normally take 1-3 working days from despatch. In the unlikely event of non-delivery, please allow up to 14 days before contacting us, as we do need to allow for occasional postal delays. If your order has not arrived after this time, please Contact us so we can look into it.   ^ Top

Q. What are your postage charges?

A. See our Prices & delivery page for more details. We calculate postage based on the total number of cards in the order.   ^ Top

Q. Can I order extra cards if I run out?

A. Yes you can, until we purge the system of expired print jobs to make space for new cards. Go to the Re-order page. You will need your job identifying reference number which is on the back of your cards.   ^ Top

Q. Can I rely on a quality product?

A. All our cards are printed on high quality 300 gsm greetings card material, fully recyclable, chlorine free, sourced from sustainable managed forests.   ^ Top

Q. What happens if I'm not satisfied with my cards?

A. Customer satisfaction is our prime concern and in the rare case of disappointment we will do all we can to put the matter right. Please Contact us to tell us about your concerns.   ^ Top

Q. What are your payment methods?

A. We accept all the major credit and debit cards. Unfortunately, we cannot accept cheques.   ^ Top

Q. Are my credit card details secure?

A. We do not carry out your credit card transaction on our system, this is a specialised transaction and requires a high degree of security. Your online credit card payment is handled using the secure payment service provided by SecureTrading, an independent card processing company. SecureTrading's online payment system is the most sophisticated available. When you are ready to pay for your order you will be transferred to the SecureTrading servers. All communication is encrypted and uses https. Once your card details are accepted the SecureTrading server sends a confirmation message to our site. We never have access to your credit card details.   ^ Top

Q. What do you do with my personal information?

A. The personal information that you provide, including any names, address and credit card numbers will be used solely for processing and completing your order. Unless you have given us permission, Jack & Jill cards will not contact you with any further offers or share your details with any third party.   ^ Top

Q. Is VAT included in the cost of the cards?

A. Yes, VAT is already included in the cost of the cards.   ^ Top

Q. What browsers are supported?

A. The site has been designed to work with 'Modern' browsers.  These are recently updated browsers that support HTML-5.  This was decided so that we could avoid using Adobe Flash which means the site will work on mobile devices that cannot support Flash. If you are using an older 'Classic' browser, your session will be redirected to the old site.

Q. What browser versions are supported?

A. The following minimum versions of browsers have been tested and found to work:

  • Safari version 6.0.5 and upwards
  • Chrome version 21
  • Firefox version 30
  • Opera version 22
  • Internet Explorer version 11
  • iPhone running iOS 6 and above
  • iPad running iOS 6 and above

Higher versions than these should work satisfactorily.  Older versions will not. iOS 9 has not yet been tested as it is not yet widely released. Android devices might work if they run HTML-5 browsers and are version 4.4 or higher but we will assume they are a touch device and adjust the user interface accordingly. The variability of Android device support and vendor modifications make it difficult to give guarantees about service level and support. Mobile versions of desktop browsers should be fine from the same versions upwards. Sometimes, browsers break the support for a vital feature even though they are a later version.

Q. What can I do if my browser is not supported?

You can switch to an alternative browser if you have one available.  If you think it should work and doesn't, we would be interested to know what device and version it is and what doesn't work.  Please provide us with any information that would help us solve the problem via the contact page. 

Q. Why does it look different on my browser?

We detect the browser type and version and create the user interface for you so it is designed around what your browser or device can do.  For example, we put buttons instead of sliders on the design page when it is a touch device and we limit the range of options on mobiles to avoid saturating your download capacity and using all your budgeted capacity.

Q. What about Internet Explorer?

Internet Explorer additionally alters the appearance of web sites in two important ways, particularly in Windows version 8.  Firstly the colour of all the presentation is somewhat degraded.  We have no control over that and it depends on your workstation settings. In addition, if you alter the desktop themes too much, it will affect the appearance of all web pages in Internet Explorer 11.  This might not be an issue if you use Chrome and Firefox on Windows which should get round any problems. Internet Explorer also implements editable text differently to the other browsers.  We take account of that as best we can and the cards will be printed as shown in the preview page.

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