Delivery and Returns

Want to know where Jigsaw delivers to, what our return policy is? You should find all you need to know about our delivery, returns, refund and exchange policies here. If not, you can always get in touch with us and we'll be happy to get you the answers you're looking for

About Jigsaw Delivery Options

Can I return a sale item?

Sale items or products purchased online under ‘Special Promotions’ that involve a reduction in price from the normal retail price can still be returned within the same 14 days of receipt provided they are in their original condition. This differs from our store policy where we offer an exchange for the value of items bought within 14 days of purchase.

Where does Jigsaw deliver to?

UK & EU: Jigsaw online www.jigsaw-online.com delivers to all areas of the UK including Northern Ireland, all off-shore islands* and across the European Union.

EU shipping Countries
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

*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.
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.
Currently, we are not able to ship orders received to Jigsaw online to other destinations internationally.

How much does Jigsaw UK delivery cost?

Jigsaw delivers throughout the UK with our partner Royal Mail. We offer two delivery options:

UK Standard Delivery (within 2-4 working days) - £4.50
UK Next Day (next working day, if order is placed before 4pm) - £8.00
UK Standard Delivery (within 2-4 working days) is free if you spend over £100 - Free

For our standard delivery service, whilst we try to meet all stated delivery times, on rare occasions during periods of excessive demand it may not be possible to do so.

How do I qualify for your free delivery offer?

We offer free delivery to all orders over £100 in the UK. Select the free postage option when you come to the check out and the delivery charge will be deducted from your order. The free delivery offer applies to UK residents and to online orders only. No cash alternative will be given. The offer is subject to availability and Jigsaw has the right to amend, cancel or withdraw this promotion at any time.

How much does Jigsaw delivery cost in the EU?

Jigsaw now delivers across the European Union (EU). All orders to the EU will be shipped using Royal Mail and will require a signature on delivery. To keep things straightforward we now have one delivery price for deliveries to the European Union:

EU Standard Delivery - £10.95

When entering your delivery address during your checkout process, the appropriate delivery charge will be applied to your order relative to the country chosen. Please see below for information on which countries we classify as EU. These classifications are for shipping purposes only.

EU shipping Countries
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

All orders shipped to the above countries should be received within 5 -10 working days of despatch. Please contact us should you have any questions regarding EU shipping.

Can I get my package delivered to an alternative address?

You may wish to have your purchases delivered to a different address to that of the billing address on your chosen method of payment. This is simple to set-up. In My Account you can add and store additional delivery addresses, such as your work address or for gifts, enabling a smooth and easy check out and delivery process.

How can I follow the progress of my order?

Once we have posted your order, we will send you a despatch email confirming that your goods are on the way. You can see the journey of your order with our new live tracking system. Just log in to your account and go to my orders for information.

Do I have to sign for my delivery?

For security reasons we require all dispatched packages to be signed for on receipt of delivery.

If you’re not at home when Royal Mail deliver, they may leave your package with a friendly neighbour or will leave you a card so you can rearrange delivery or pick up from your local collection office. Please contact us should you require assistance with your delivery.

Returns, Refunds and Exchange details

How do I return a product to Jigsaw?

We hope you are pleased with the design and quality of your items. However, should you wish to return anything you've ordered from the website just send it back within 14 days of receipt.

When you receive your order you'll get all the return instructions on the paperwork, simply tell us what you're sending back with a reason code why. Use the free post returns address label if you're in the UK and send via a post office to make sure you get proof of the return.

Sale items or products purchased online under ‘Special Promotions’ that involve a reduction in price from the normal retail price can be returned within 14 days of receipt. This differs from our store policy where we ask for sale items to be returned within 7 days of purchase for an exchange.

Product Condition

Items must be returned in their original condition. Original condition means that items must be unused and unworn, with no marks, scent or damage and in a resaleable condition. Wherever possible, items should be returned in their original packaging with any product tags/tickets still attached.

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.

My item has arrived faulty

We are sorry to hear your item has arrived damaged or faulty. Please return it to us 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 unless they are faulty.

We cannot accept Jigsaw items that were not purchased online. Items purchased in-store can be returned to any Jigsaw store, or if this is difficult call or email into us and we can let you know an easy way to return the item.

I want to return a Jigsaw Home product

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 within the time-frames – 14 days for a full price item and 14 days for a sale or special promotions product.

How do I return a package by post?

You will find step-by-step information on how to return an item on your paper receipt within your package. You should be able to return you items in the package the order arrived in, and you should also have a pre-printed returns label with the address all ready for you.

To make your return, complete the following:

- enclose all items you wish to return (in their original condition and packaging).
- complete your returns form.
- Peel off our returns address label from the returns form before sealing package.
- make sure our returns address is clearly displayed on the outer package and the package is carefully sealed.
Returns should be sent to:
Jigsaw Returns Department
Unit 10b Viscount Way
South Marston
Swindon
SN3 4TN

We are unable to accept responsibility for returned items until received by our distribution centre. Up to this point the items remain your responsibility. We strongly advise 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.

How do I return a package to the store?

Unwanted items can also be returned direct to any of our Jigsaw stores. Please see our store locator at www.jigsaw-online.com to identify your nearest store and their opening times. Our store teams will be very happy to help you with any queries or to find a suitable replacement 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. Please refer to the despatch note to check your chosen method of payment. 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 at this time stores cannot process refunds for items purchased via PayPal. You will need to return your items by post using the label provided in your order.
Other retail companies which sell Jigsaw clothing, such as the John Lewis Partnership, are unable to accept returned items purchased from our website or stores unfortunately. You will need to take these back to the retailer you purchased them from.

Exchanges

We're making improvements to our exchanges process as we want this to be as easy as possible when you shop with us online. In the meantime please call us on 020 8392 5603 for further assistance.

How do you make refunds?

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.

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.

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 postage and packaging 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.

My parcel has not been delivered?

We partner with the Royal Mail for the distribution of our packages. On occasion delays beyond our control may be caused by the Royal Mail.

If your package has not been delivered within our stated delivery times, please firstly check that Royal Mail has not attempted a delivery when you were out. All shipped packages require a signature and may be being held by the Royal Mail at your local collection office. In the unlikely event of Royal Mail losing your order we are required by Royal Mail to allow a total of 15 working days for them to investigate any loss and confirm failure to deliver. In the event of your order being lost, we will of course be happy to either provide a refund or resend the goods you originally requested. However, we are unable to process any refunds or redeliveries during this 15 day period required by the Royal Mail to investigate the loss. Once we have accepted that your order has been lost we will contact Royal Mail to claim for our losses. Royal Mail may contact you by post to confirm our claim.

Should you suspect your order to have been lost by Royal Mail please contact our Customer Relations Team on 0208 392 5603 who will be happy to investigate on your behalf.

How do I cancel my order?

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. Cancellation periods differ across the European Union and may vary from 7 – 14 days. Notification of cancellation must be made in writing to cancellations@jigsaw-uk.co.uk or by post to:

Jigsaw Online,
Robinson Webster (Holdings) Ltd
159 Mortlake Road
Kew
Surrey
TW9 4AW

PLEASE NOTE – THIS IS NOT OUR RETURNS ADDRESS