Delivery Information
DHL Home Delivery
There are two delivery options available:
Standard Delivery (within 2-4 working days) - £4.50
Next Day (next working day, if order is placed before 2pm) - £8.00
For our Standard delivery service, whilst we endeavour to meet all stated delivery times, on rare occasions during periods of excessive demand it may not be possible to do so.
Delivery Address
You may request delivery of your purchases to an address that is not the same as the billing address of the credit card used to make your purchase. If you set up an account online, you may record as many delivery addresses as you wish. This will enable you to easily select from them when placing each of your orders, saving you a lot of time and effort!
Signature Required
For security and to ensure they reach the intended recipient, all packages dispatched will require a signature on receipt.
Order Progress & Despatch
If you have set up an account on our website, you will be able to track the status of your order online. We will send you a despatch e-mail confirming when your goods are on the way to you.
Availability
Every attempt is made by Jigsaw to keep its stock levels accurate and fully up-to-date. Unfortunately, there may be rare occasions when our stock management system believes there to be availability on an item within the business, when physically we are out of stock. Where a stock out occurs we will endeavour to locate the item in a store for you. We will notify you as quickly as possible to establish whether you wish to proceed with your remaining order and whether you would like to replace the unavailable item with any other. We may also be able to ‘split’ your order in such circumstances and send any missing items separately free of delivery charge.
Geographical Coverage
UK: Jigsaw’s website www.jigsaw-online.com delivers to all areas of the UK including Northern Ireland and all off-shore islands*.
Orders going to the Channel Islands will be shipped using Royal Mail, instead of our normal DHL service. Unfortunately we will only be able to offer our standard 2 – 4 working days delivery service with these orders. Should you require shipping to the Channel Islands and accidently choose our Next Day delivery option we will contact you as soon as possible and reduce your postage charge to our standard £4.50.
USA: our customers in North America are able to make purchases through our USA website www.jigsaw-london.com with deliveries being made from within the USA.
EU: we hope that in the future we will be able to deliver to the rest of the EU, so please keep an eye on our website for delivery option updates
Currently, we are not able to ship orders received through this website, to other destinations internationally.
* Unfortunately, although we currently ship to the Channel Islands, we do not currently offer VAT-reduced prices online. This is a result of the extra cost of administration involved in this process. We hope to be able to offer tax free shopping in the future.
Jigsaw Return Policy
We genuinely hope you are delighted by the design, quality, originality and value of our product. However, should you wish to return any items to us, we also hope to make the process as easy and smooth as possible. To help us achieve this, we would ask you to take a moment to read the information provided below.
Please note: we operate a closed loop recycling programme. This means we send out all orders in re-usable bags in case you need to return any items to us. When opening your package, please follow the instructions on the lip of the bag to ensure the bag may be re-used.
Contact
Should you have any queries with any of the information provided on this page or are experiencing any problems in returning goods to us, please feel free to call us on 020 8392 5603 (8am to 10pm, 7 days a week). One of our team will be very happy to help.
Return Periods
Any items purchased at our normal full retail price may be returned to us for refund or exchange within 14 days of receipt. Please return faulty goods as soon you become aware of the fault.
Sale items or products purchased under ‘Special Promotions’ that involve a reduction in price from the normal retail price must be returned within 7 days of receipt. Please return faulty goods as soon you become aware of the fault.
Non Returnable Items
For reasons of hygiene, we cannot accept the return of certain items including, earrings, lingerie, swimwear and Jigsaw Organics Beauty products.
We cannot accept Jigsaw items that were not purchased online. Goods purchased in-store may be returned to any Jigsaw store.
Jigsaw Organics Beauty
For reasons of hygiene and safety, we are unable to refund or exchange Jigsaw Organics Beauty products.
Jigsaw Home
Jigsaw Home products may be returned if un-used, undamaged and in a re-saleable condition. All Jigsaw Home items must be returned with their original packaging. The returns time periods stated above apply.
Right To Cancel
In line with Distance Selling Regulations 2000, you have the right to cancel your order up to 7 working days from the day after receipt of your goods. Notification of cancellation must be made in writing to:
PLEASE NOTE – THIS IS NOT OUR RETURNS ADDRESS
Jigsaw Online,
Robinson Webster (Holdings) Ltd,
159 Mortlake Road,
Kew,
Surrey,
TW9 4AW.
Items should be returned to Jigsaw’s distribution centre (based on the step process provided on the returns form despatched with your order). Upon receipt we will process the return and refund the full value of the order as quickly as possible (we aim for within 14 days) and at the most within 30 days of cancellation.
Method of Return
Return by Post
Returning items by post is easy. Please follow the step-by-step process explained on the returns form sent with your original order. Your returns form includes a removable sticky label with our returns address on it, to use on the package you are returning to us. The bag in which your original order arrived is re-usable (see instructions on the bag).
Please be sure to complete the following
- enclose all items you wish to return (in their original condition and packaging)
- complete your returns form (detailing what items you are returning and identifying any exchanges you wish to be sent out to you).
- don’t forget to peel off our returns address label from the returns form before sealing the bag
- make sure our returns address is clearly displayed on the outer package and the package is carefully sealed.
Returns should be sent to:
Jigsaw Online
Unit 9
Milland Road Industrial Estate
Milland Road
Neath
SA11 1NJ
We are unable to accept responsibility for returned items until received by our distribution centre. Until this point the items remain your responsibility. We strongly advise therefore that you use Royal Mail registered post and retain proof of postage, when returning items. We also cannot accept responsibility for goods damaged in transit during their return to us. Return to Store
Unwanted items can also be returned direct to any of our own Jigsaw stores. Please see our store locator at www.jigsaw-online.com to identify your nearest store and its opening times. Our store teams will be very happy to help you with any queries you have or to find you any suitable replacements for the items you wish to return.
Refunds can only be processed in one of our stores on presentation of proof of purchase. Please therefore, take your despatch note and returns from (enclosed with your original order) to the store. This acts as your receipt. Refunds will be processed to the card used to make the original purchase. To check which card you originally used, please refer to the despatch note. The last 4 digits of the credit card used will be shown just below the ‘Payment Received’ box in the “Your Purchases” section of the despatch note
Please note that other retail companies which sell Jigsaw clothing, such as the John Lewis Partnership, are unable to accept returned items purchased from our website
Product Condition
Please be careful when trying on clothing that you are not wearing any make-up, hair product, fragrance, deodorant or other creams or substances, which may mark or damage the product.
Items must be returned in their original condition. Original condition means that items must be unused and unworn, with no marks, scent or damage. Wherever possible, items should be returned in their original packaging with any product tags/tickets still attached.
Refunds
Refunds, Postage & Packing (P&P) and Additional Payments
Refunds will be processed as quickly as possible (we aim for within 14 days) but customers should allow up to 30 days for a refund to be made to their credit card.
Where items have been returned in exchange for other items, the balance of value between the returned items and exchanges will be credited to/debited from your credit card. Please see the important notes in the paragraph below on how this will be completed.
In the interests of security we do not store all the required parts of your credit card details needed to take payment. In the short term, we do hold the required parts of your credit card details to allow us to complete a refund to your card should you return items to us within the permitted 14 days. However, in cases where the value of the items chosen for exchange is greater than the value of your returned items, we will need to contact you to organise additional payment. It is important therefore that you provide your principal contact telephone number in the “Additional Payment” section on the returns form.
Returned items which are accepted as faulty by Jigsaw or items that we incorrectly despatched to you will be refunded in full. We will also include a refund for double the value of the original p&p charged by us. This is to cover the cost incurred by you when returning the faulty items.
Refunds on returned items (which are not faulty) will not include the original p&p charge or the cost of returning the goods to us.
We will not charge additional postage and packaging when we send out exchange items.
DHL
If your package has not been delivered within our stated delivery time, please firstly check whether DHL has attempted a delivery when you were not at your delivery address. All shipped packages require a signature, if you were out your package may be being held by your local DHL delivery agent. The agent will have left a card with their direct telephone number to call. DHL delivers up to 9pm, so you will be able to call them to re-arrange a more suitable time for delivery. There is no need to go to a local delivery office with proof of address.
All packages sent using DHL are fully tracked from despatch to delivery. Should you suspect your order to have been lost by DHL please contact our Customer Relations Team on 0208 392 5603 who will be happy to investigate on your behalf.