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.

Returning items is easy, and is absolutely free for all UK orders.


Delivery Methods, Costs and Transit Times


Delivery Method Transit Times Cost
UK Standard 2-4 Working Days Free (on all orders over £100) or £4.50
Click and Collect Next Working Day (for all stores within the M25 if ordered before 4pm Mon-Fri) or
2-4 Working Days
Free
UK Saturday Delivered on Saturday by 6pm (if ordered before 3pm Fri)

UK mainland only, excluding AB31-35, AB41-54, G83, PH15-18 and TR21-25.
N. Ireland: Saturday delivery not guaranteed.
Highlands & off-shore: delivered Monday.
£6.00
UK Next Working Day Next Working Day (if ordered before 4pm Mon-Fri), guaranteed to arrive before 1pm. £8.00
EU Standard 5-10 Working Days £10.95

(Please note that working days are Monday to Friday and all the days & times stated above are exclusive of Bank Holidays.)


Christmas Returns Policy

What is your returns policy over the Christmas period?
Online

Purchases made on Jigsaw-online.com or as a postal sale from a Jigsaw store between Thursday 6th November and midnight on Wednesday 24th December may be refunded at any time before midnight on Sunday 11th January 2015. Any item found to be faulty upon inspection by a member of Jigsaw staff will be refunded. You’ll need your web order paperwork as proof of purchase, and please be aware that we don’t offer refunds for underwear, hosiery or earrings. Please return faulty goods as soon you become aware of the fault.

In store

Purchases of full-price items from standalone Jigsaw stores between Thursday 6th November and Wednesday 24th December inclusive can be returned until Sunday 11th January 2015 with presentation of a receipt or proof of purchase. Items can only be refunded onto the card they were purchased with, otherwise an exchange will be offered. Please note, only an exchange can be offered upon presentation of a Gift Receipt only. Any item found to be faulty upon inspection by a member of Jigsaw staff will be refunded. Please be aware that we don’t offer exchanges for underwear, hosiery or earrings. Please return faulty goods as soon you become aware of the fault.

Please note that our returns policy will revert to the standard 14-day period for items purchased after 25th December 2014 or as per the Sale returns policy if applicable.

Sale

Can sale items be returned?
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.
Can I return a sale item in store for a refund?
All sale items or products purchased online under ‘Special Promotions’ can be returned either online or to a Jigsaw stand-alone store for a full refund, providing all items are in their original condition and it is within 14 days of receipt.

All sale items purchased in a store cannot be refunded but may be exchanged, providing the items are in their original condition and it is within 14 days of receipt.

Delivery Options

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, Croatia, Cyprus, Czech Republic, Denmark, Estonia, 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?
Details of all the delivery options that we offer can be found above.

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 for home/work deliveries?
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 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

EU shipping Countries
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, 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. If your goods do not arrive within our stated delivery times, please see the 'My parcel has not been delivered' question below.
Who will deliver my parcel?
Royal Mail deliver all orders except when you select Saturday Delivery - these parcels are sent via DPD Couriers.
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 the courier company 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.

Click and Collect Orders

When will my order arrive in store?
If you order Monday-Friday before 4pm and choose to collect from a store within the M25 your order will be ready to collect from 1pm the next working day. If you order Monday-Friday before 4pm and choose to collect from a store outside the M25 your order will be ready to collect within 2-4 working days. For a list of all stores within the M25, please click here.
How will I know when to pick up my Click and Collect order?
The store will call you once your order has arrived to let you know it is ready to collect. Please wait for the store to call you before going to the store.
How much does a Click and Collect order cost?
Click and Collect orders are sent free of charge.
Can I try on, return or exchange items in store?
Yes, absolutely. You can either grab your parcel and run, or you can make the most of our stores and use the changing rooms to try on any items.

You can then return or exchange items in store, though if you placed your order using PayPal we will need to send your order back to the warehouse for you so that they can process the refund.
Can I send someone else to collect my order for me?
Yes but they need to bring along the card that you made the payment with.
What do I need to bring with me to collect my order?
You need to bring along the card you made payment with when you collect your order.
How long do I have to collect my order?
When you use the Click & Collect service, your order will be held in-store for 28 days. If your order is not collected within this time we will refund the card holder and the order will no longer be available to collect.
Can I have Womenswear or Homeware items sent to a Menswear or Sale store?
Yes. You can order any items online and have them sent to any of our Jigsaw stores.
Can I collect an order from a John Lewis concession?
We're sorry to say that you can only collect Click and Collect orders from Jigsaw stores, not concessions.
I think I should have heard from the store by now. What should I do?
To find out about the status of your order, please call or email customer services: 020 8392 5603 or enquiries@jigsaw-uk.co.uk . You can also call the store directly, but they might not have as much information about your order.

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 or purchased please see below:

Purchases made on the website or as a postal sale from a store:
Any items (full-price or reduced) may be returned to us for refund or exchange within 14 days of receipt provided they are unworn and undamaged.
Please return faulty goods as soon you become aware of the fault.
Returns paperwork is included for web orders. Please contact the relevant store for details on how to return a postal sale.

Purchases made in Jigsaw stores:
Full-price items may be returned to any Jigsaw stand-alone store for refund or exchange within 14 days of purchase.
Reduced-price items may be returned to any Jigsaw stand-alone store for exchange only within 14 days of purchase. Credit notes will not be issued for reduced-price items.
All returned items need to be unworn and undamaged.
Please return faulty goods as soon you become aware of the fault.
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 stand-alone 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 stand-alone stores. Please see our store locator 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 Jigsaw stand-alone stores on presentation of proof of purchase. Please therefore, take your despatch note and returns form (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 within 14 working days. If an order has been cancelled, refunds will also be processed with 14 working days, providing that we have been notified in writing that you wish to cancel your order within 14 days of receipt.

Where items have been returned in exchange for other items in store, 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
On occasion delays beyond our control may be caused by the courier company.

If your package has not been delivered within our stated delivery times, please firstly check that the courier company has not attempted a delivery when you were out. All shipped packages require a signature and may be being held at your local collection office. In the unlikely event of the courier company losing your order we are required 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 re-deliveries during this 15 day period required by the courier company to investigate the loss. Once we have accepted that your order has been lost we will contact the courier company to claim for our losses. They may contact you by post to confirm our claim.

Should you suspect your order to have been lost by the courier company, please contact our Customer Services Team on 0208 392 5603 who will be happy to investigate on your behalf.
How do I cancel my order?
In accordance with the Distance Selling Regulations you have the legal right to cancel your order up to 14 working days after you receive your goods. The term "cancellation" only applies if the whole order is returned. If you wish to cancel your order, please notify us in writing at:

cancellations@jigsaw-uk.co.uk

or

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

PLEASE NOTE - THIS IS NOT OUR RETURNS ADDRESS

If you ordered from the EU and paid for delivery, we will refund the standard postage costs you paid as part of that order. If you paid for premium or express delivery we will only refund the cost of standard delivery. For this to apply, you will need to pay the return postage. We are unable to refund the initial delivery costs if you use the free returns label.