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 3-6 working days £2.99
UK Next Day
(excluding Northern Ireland)
Delivered Mon-Sat (order by 8pm - restrictions apply*) £6
Rep. of Ireland Up to 10 Working Days Free (on all orders over £200) or £12.00

*Most of the time we will be able to get your items to you the next day (Mon-Sat) when you select Next Day delivery, but sometimes due to the location of stock and delivery postcodes it will take a little longer (usually only a day). We'll let you know the delivery speed for each item individually on the basket page when you choose the Next Day delivery option, but you'll need to check the postcodes below to see if delivery to your address is affected.

Next Day Postcode restrictions
After 3pm Mon-Fri delivery will take an extra day to the following postcodes:
AB, BT, DD9-11, DG5-9, FK17-21,
G69, G81, G83, G84, GY, HS, IM, IV, JE,
KA27-30, KW, KY10, KY14-16,
PA20-38, PA41-49, PA60-78, PA80,
PO30-41, TD5-15, TR21-25,ZE

Returns, Refunds and Exchange details

How long will it take for my refund to be processed?
If you return an item purchased online to our warehouse we aim to process your return within 10 working days of the date we received it.

If you return an item purchased online to any Jigsaw standalone store we will process your return in store the same day.

If you paid by Amazon Pay and return an item to a store, the store will need to send your item back to the warehouse for the refund to be processed there - which we will do within 28 days of its receipt back to the warehouse.
Please note we will no longer accept PayPal, Amazon Pay or Klarna returns in store. You will need to use our free returns form to return your order via the post for a full refund.
How do I return a product to Jigsaw?
All UK Jigsaw returns are free within 28 days from the date of purchase. Please see here for xmas returns policy.

Returned items must reach us in their new, undamaged and unworn state with original tags in place. Please return faulty goods as soon you become aware of the fault. Should you wish to return an item (full-priced or reduced), please see our returns policy below:

Online
Pre-paid Royal Mail labels are enclosed in all UK online orders.
For online orders, please fill in the Returns Form included with your order, and send this back to us along with your item(s). Post the item(s) back at your local post office (use the prepaid returns label provided for UK orders) with proof of postage, as we cannot accept liability for items lost in transit. Jigsaw does not provide freepost returns for International orders.

In Jigsaw stores
Full-price and sale items may be returned to any Jigsaw standalone store for refund or exchange within 28 days of purchase. Please do not post store purchases back to our warehouse as they cannot be processed there is to be kept however we also need to add that Purchases made in Jigsaw stores can only be returned to any stand-alone store. We are unable to accept returns on earrings, underwear, swimwear, toiletries or face masks for hygiene reasons. Faulty goods may be returned within a reasonable period of time.

Store postal sales
For orders processed through our store postal service, contact the relevant store for details on how to return your purchase.
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.
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 hygiene reasons, we are unable to accept returns on earrings, underwear, toiletries or face masks, and swimwear (if the plastic hygiene strip has been removed).

Gift cards are non-refundable.

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.
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.

Post the items back through your local post office (use the prepaid returns label provided for UK orders) with proof of postage, as we cannot accept liability for items lost in transit.

Jigsaw is unable to provide freepost returns for International orders.
To make your return, please follow the below steps:
  • Return any unwanted and unworn items within 28 days of receipt in its original packaging.
  • Fill in the Returned Items section on the Returns Form and enclose it in the package.
  • For UK orders, peel off our returns address label from the returns form before sealing package. Post the items back through your local post office with proof of postage, as we cannot accept liability for items lost in transit. Jigsaw is unable to provide freepost returns for International orders.
  • 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 in the UK or your local post office service when returning items from outside of the UK, and retain proof of postage. 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 we will no longer accept PayPal or Amazon Pay returns in store. You can however use our free returns options to return your order via the post for a full refund back to your PayPal or Amazon account.

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.
How do I return an order paid for by PayPal, Amazon Pay or Klarna?
You can return your item(s) back to our Warehouse following instructions on the Returns Form included in your parcel.

Please note we will no longer accept PayPal or Amazon Pay returns in store. You can however use our free returns options to return your order via the post for a full refund back to your PayPal or Amazon account.
Exchanges
Currently we are not able to offer exchanges on online orders; however your local Jigsaw stores will be able to do so.

If you require any further assistance, please contact us.
How do you make refunds?
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 10 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 10 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.

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. 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 Consumer Contract (Information, Cancellation and Additional Charges) Regulation 2013, you have the legal right to cancel your order up to 28 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 complete the Cancellation Form included in the body of this email: enquiries@jigsaw-uk.co.uk or call us on 0208 392 5603.

Once you informed us of your decision to cancel your order, you should return the goods to us at your cost within 28 days after you received your items to the below address:

Returns Department
Jigsaw Cancellations
Unit 10n Viscount Way
South Marston
Swindon
SN3 4TN

If you paid for the delivery of your order, we will refund the standard postage costs you paid as part of that order by the same method of payment you used for the original transaction. If you paid for premium or express delivery of your order within the UK we will only refund the cost of standard delivery; or if your order qualified for a free standard delivery, there will be no charge and therefore no refund of postage due as a result of the cancellation.

Please be advised that you are required to take reasonable care of the goods before returning them to us as we may make a deduction from the total reimbursements in the event of loss in value of the goods, as a result of unnecessary handling by you.

We will process your cancellation within 28 days after we have received your cancelled order.

Delivery Options

Where does Jigsaw deliver to?
UK & Ireland : Jigsaw online www.jigsaw-online.com delivers to all areas of the UK including Northern Ireland and all off-shore islands*. We are no longer shipping to the EU.

*Unfortunately, although we currently ship to the Channel Islands, we do not offer VAT- reduced prices online. We hope to be able to offer tax free shopping in the future. In the meantime you can email our Customer Services team after 28 days return period has passed who will be able to issue you with a VAT cheque for your items.

Currently, we are not able to ship orders received to Jigsaw online to other destinations internationally.
Who do Jigsaw deliver with?
Currently we use Hermes delivery services in the UK and Royal Mail for returns. Delivery to the Republic of Ireland uses DPD.
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.
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 above.
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

DO YOU OFFER A CLICK & COLLECT SERVICE?
Sadly, we currently do not offer a Click & Collect service. If you have already placed an order for delivery to your local store, you will be able to collect this still. Please do not visit the store before you receive your collection email.

Returning items bought in the sale

Can sale items be returned?
Sale items or products purchased online or in store under ‘Special Promotions’ that involve a reduction in price from the normal retail price can still be returned within the same 28 days of receipt provided they are in their original condition.
Can I return a sale item in store for a refund?
All sale items or products purchased in stores under ‘Special Promotions’ can be returned to a Jigsaw stand-alone store for a full refund, providing all items are in their original condition and it is within 28 days of receipt.

If your nearest store is closed in Tier 4, 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.