Before you get in touch, you might find it quicker to check the answers below…
MY STORE IS NOW CLOSED IN TIER 4, HOW DO I RETURN MY IN-STORE PURCHASE?
If your nearest store is closed please return via Royal Mail tracked post to 449 The Strand, WC2R 0QU. Please include a copy of your receipt to the store, along with your contact details and we will call you and process over the phone.
Where is my refund?
Due to adhering to social distancing guidelines, we are currently operating on reduced staff in our warehouse. This may lead to a delay in orders being proceeded for refunds. We are sorry for any inconvenience this may cause, and are working hard to try fix this issue as quickly as possible.
Refunds will be processed within 14 working days upon receipt in our warehouse. To see whether your return has reached us yet you can enter the barcode tracking number from your returns receipt on https://www3.royalmail.com/track-your-item. If an order has been cancelled, refunds will also be processed within 14 working days, providing that we have been notified in writing that you wish to cancel your order within 28 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 28 days.
Returned items which are accepted as faulty by Jigsaw or items that we incorrectly despatched to you will be refunded in full. Please use the free UK returns label provided by us when sending your items back. If you are returning items from outside of the UK, we will reimburse you for the cost of postage when returning faulty or incorrectly sent 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.
Where is my order?
Please only get in touch if you’ve waited more than a week for your order. Please check our Delivery & Returns page for updated delivery times. We know refunds and enquiries are taking a bit longer at the moment, please bear with us! We are working really hard to catch up whilst adhering to social distancing guidelines and protecting the health and wellbeing of our employees. These measures mean that we are not as quick as usual, and we apologise for that. Thank you for your patience and support.
I haven’t received all my items
We sometimes send items from different locations in more than one parcel. Please check your Order Status Update emails.
Collect from Store
If you think you should have heard from your chosen store by now, please give them a call. You can find your store’s contact details using our store locator. Please check our Delivery & Returns page for updated delivery times on Click & Collect orders.
Can you find an item for me in store?
You can find it much more quickly yourself!
All store stock is shown on our website, please check the Check Store Stock section on any product page. Please call the store before going.
Lots of other questions are answered on our FAQs page: Frequently Asked Questions.
If you were unable to find an answer to your query above, drop us an email at firstname.lastname@example.org and we will get back to you.
For Customer Service enquiries:
Monday-Friday 11:00am – 5:00pm
Saturday 10:00am – 4:00pm
Sundays & Bank Holidays Closed
For General Head Office enquiries please contact:
Jigsaw, 159 Mortlake Road, Kew, Surrey, TW9 4AW