Q: I've set up an account but can't remember my password!
A. If you've set up an account but can't remember your password, please use the 'forgot your password?' link below the sign-in button. You will be asked to fill-in your email address, and a link to confirm your email will then be sent to your inbox. This may take 5-30 minutes depending on server traffic. Once you've confirmed your email through the link, you will be sent a new password! Again, this may take 5-30 minutes depening on server traffic. Please request a new password only once. Multiple requests can nullify previous email confirmation links.
If somehow you still can't get into your account, please scribble us a note at firstname.lastname@example.org, and we'll manually re-set the password on your account.
Q: I'm getting the error message "The email address you entered is already in use. Please enter another one." What do I do?
This error message typically appears when you have an existing account with us and select express check-out with paypal. As an added security precaution, our system requires that you log into your existing jonesandvandermeer.com account (in addition to logging into your paypal account). To do so:
(1) click "ok" on the error message, then
(2) click on "Modify" to the right of the line "Step 1: Account Details", then
(3) login by entering your email address and password under "I'm a Returning Customer"
Q: How do your downloadable patterns work?
A. Patterns created by our design team are available in a downloadable .pdf only. Please add the pattern to your shopping bag (even if free), and once you clear the check-out process, a link where you can download and print the product will be emailed to you. Do drop us a line if you encounter any problems. We're happy to help!
**Our system does require that you set-up an account with a valid email address, as the link for the pattern will be emailed to you. If you've checked-out as "guest," the download will not work.
**Patterns purchased using Paypal will be sent to your account almost instantaneously (1-60 minutes depending on server traffic). At the moment, patterns purchased using individual credit/debit cards may take up to 24 hours to arrive in your account.
Q: How do I download your free patterns?
A. We make certain of our products free to help raise funds for Doctors Without Borders / Médecins Sans Frontières (MSF). We ask that you consider donating to this incredible organisation based on how much you enjoyed knitting the pattern.
To download a free pattern, simply add it to your cart. Please set the Quantity to "1." Our system does require that you set-up an account with a valid email address, as the link for the pattern will be emailed to you. If you've checked-out as "guest," the download will not work. If you did check-out as guest, please go back, set-up an account with us, and add the pattern to your cart again.
We value your privacy and do not sell your information to third parties.
Q: Do you charge sales tax on any item?
A: jonesandvandermeer.com is required by law to collect sales tax on orders shipped to New York. If you are shipping to New York the appropriate charges will be added to your merchandise total and displayed on your final order confirmation. No sales tax is charged when purchasing gift certificates, however, purchases paid for with gift certificates may be subject to tax.
Q: Aack! I found an item on your website I want, but you're either out of stock or don't have the color or quantity I need.
A: We replenish our stock from time to time. If you need something more urgently than our sporadic re-ordering timeframe, please contact us at email@example.com. We are able to re-order most products. Depending on the item, the timeframe will vary from a few days to a few months. Please note that some of our items are either one-of-a-kind or limited editions. When they're gone, they're simply gone.
Q: I'm placing an order from outside the US, and your site is unable to process my payment. What do I do?
A: For security reasons, our site requires that the zipcode you enter under your billing address matches the one your credit card company has on record. While this process is pretty seamless for US based addresses, our system sometimes doesn't recognise zipcode matches for non-US addresses. In such cases, please email us at firstname.lastname@example.org and we'll process your order manually. We apologise for the inconvenience.
Q: I’m in NYC, can I visit you?
A: Our studio in NYC isn’t really set-up to host retail visits at the moment. We’ll send out invites and host a great big party, if and when we do get around to doing so!
Q. Have a lingering question that still wasn't answered here?
A. Contact us at email@example.com, and we’ll put our noggins together to get you an answer fast! Hey, your questions might even make it to our FAQ list in the future.