All you need to know about our delivery, returns, refund and exchange policies are here, or please get in touch with us. You can find the best way to make contact with our Customer Care Team by clicking the link below:
Delivery and Returns
|Delivery Method||Transit Times||Cost|
Click & Collect
*Eco friendly option
2-4 working days
2-4 working days
£3.95 (Free on orders over £150)
1-2 working days
+UK Next Day
Delivered on Tuesday to Saturday (order by 9pm - restrictions apply, please see below)
Rep. of Ireland
Up to 10 Working Days
+Although 97% reliable, Royal Mail next-day deliveries are not guaranteed. Very occasionally they will arrive the following day (Next day orders placed on Saturday and Sunday will not arrive until the following Tuesday)
We'll let you know the delivery speed for each item individually on the basket page when you choose the next day delivery option, please check the postcodes below to see if delivery to your address is affected.
* Eco Friendly - No additional energy or fuel will be used as your order will be delivered by our serviced vans.
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, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE
Returns, Refunds and Exchange Details
HOW DO I RETURN A PRODUCT TO JIGSAW?
Click the link below and follow the instructions to create a label and QR code.
Please retain your proof of postage receipt, as Jigsaw cannot accept liability for items lost in transit. Jigsaw does not provide freepost returns for International orders. Please ensure you include your returns form as this could delay your refund.
Refunds are processed within 5 working days upon receipt in our warehouse (Please allow 48 hours for your parcel to arrive back to the warehouse)
Simply show the ‘QR code’ on your chosen device at your Post Office. You can find your nearest by clicking on the link below. Please note: Not all Post Offices have the facilities to print your label. Please ensure use the link below to find your nearest office.
You have 28 days from receipt of your purchases in which to return any items purchased at full price and 14 days for sale items. For exceptions please see NON RETURNABLE ITEMS.
Returned items must reach us in their new, undamaged and unworn state with original tags in place (The original condition is an unused and unworn product, with no marks, scent or damage and in a resaleable condition.
Please do not post store purchases back to our warehouse as they cannot be processed and will cause delay on you receiving your refund. Purchases made in Jigsaw stores can only be returned to any stand-alone store.
NON RETURNABLE ITEMS
We are unable to accept returns on earrings, underwear, swimwear, eyemasks or face masks for hygiene reasons. These items will be sent back if received.
For orders processed through our store postal service, contact the relevant store for details on how to return your purchase.
I PURCHASED FROM A CONCESSION?
Other retail companies which sell Jigsaw clothing, including John Lewis Partnership, Harvey Nichols, Next and M&S are unable to accept returned items purchased from our website or stores.
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, face masks or eye 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 AN INTERNATIONAL PACKAGE BY POST?
You should be able to return you items in the package the order arrived in, please follow the steps below.
- We are unable to provide freepost returns for International orders.
- Ensure your returns form is completed and enclosed within the parcel.
- 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
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, Amazon Pay and Klarna 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, including John Lewis Partnership, Harvey Nichols and M&S are unable to accept returned items purchased from our website or stores.
HOW DO I RETURN AN ORDER PAID FOR BY PAYPAL, AMAZON PAY OR KLARNA?
You can only return your item(s) back to our Warehouse, please refer to: How do I return a package by post?
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.
Currently we are not able to offer exchanges on online orders; however your local Jigsaw stores will be able to do so.
HOW DO YOU PROCESS REFUNDS AND HOW LONG WILL IT TAKE?
Refunds are processed within 5 working days upon receipt in our warehouse .Please allow 48 hours for your parcel to arrive back to the warehouse.
Once processed please allow up to an addtional 5 working days for your refund to appear in your account. (This is dependant on your chosen credit provider)
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 5 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. 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.
If you require any further assistance, please contact 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 Care Team who will be happy to investigate on your behalf. You will find details of how to contact us by clicking this link - Contact Us – Jigsaw (jigsaw-online.com)
Can 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. We are unable to amend or cancel your order prior to dispatch. 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: firstname.lastname@example.org or call us on 0208 392 5603.
Once you informed us of your decision to cancel your order, you are required to return the goods to us at your own cost within 28 days after you received your items to the below address:
Unit 10n Viscount Way
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.
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 14 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 14 days of receipt.
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 YOU USE AS YOUR COURIER?
Currently we use Royal Mail for deliveries and returns
How much does UK delivery cost?
Details of all the delivery options that we offer can be found above.
For our standard delivery or next day 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. Please note we are unable to change or amend a delivery address once an order has been placed.
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?
We do not require 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?
Within 2-4 working days.
How will I know when to pick up my click and collect order?
You will receive an automated email or a call from the store once your order has arrived to let you know it is ready to collect.
If you have not been contacted by a store within the stated delivery time, please contact the relevant store to check if your parcel has been delivered.
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. Please note we will no longer accept PayPal, Amazon Pay or Klarna 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.
Can I send someone else to collect my order for me?
Yes but you'll need to contact the store first to provide their full name and ensure they bring along the order confirmation (printed or in an electronic version) along with their own ID.
What do I need to bring with me to collect my order?
If you paid with a debit or credit card, you need to bring along the order confirmation (printed or in an electronic form) and the card you made payment with.
If you paid using PayPal, you need to bring along the order confirmation (printed or in an electronic form).
How long do I have to collect my order?
When you use the Click & Collect service, your order will be held in-store for 14 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, please allow 5 working days for your refund to be processed and a further 5 working days for the refund to appear within your account.
Can I collect an order from 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 the store that your order is being delivered to: You can find the telephone number by clicking on the link below: