Delivery and Returns

Please allow up to 10 working days for your refund to be processed (once it has arrived within our warehouse) before making contact with the customer care team.

Please do not select the JIGSAW FOREVER option on the Royal Mail portal as this will delay your refund.

To start your FREE return with Jigsaw, please click the following link (Royal Mail returns) and choose from one of our 3 return options:

• Free Collection (No Printer Required):

Book a collection from your doorstep, office, or safeplace. Royal Mail will bring the label to you, meaning you won’t need to print 

• Drop off your item (No Printer Required):

If you don’t have a printer, you can still drop off your parcel at your local Post Office* or Royal Mail Delivery Office by generating a QR code from the link above 

*Please note: Not all Post Offices have the facilities to print your label. Please use this link: Services near you | Royal Mail Group Ltd  to find your nearest office  

•  Drop off your item (Printer Required): 

If you do have a printer, you can generate a label through the link above, print and attach it to your parcel and drop it off at your local Post Office, Royal Mail Delivery Office or Parcel Postbox 

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.

RETURNS INFORMATION

All UK Jigsaw returns are free. You have upto 28 days for full price items and 14 days for Sale and promational items.Please include your order paperwork as proof of purchase. Sale items can be returned within 14 days of purchase.

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 or eyemasks for hygiene reasons.

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 Jigsaw stores.

PURCHASED FROM HARPER?

Should you need to return any items, please follow the steps above to create your label/ QR code or Collection via Royal Mail.

PURCHASED FROM JIGSAWFOREVER.COM?

Jigsawforever.com will include a free DPD return label with any rentals. At the end of your rental period, just place your rental back into the box it came in (or a new box), attach the return label and drop it off at any DPD collection point. If you have any questions, please contact Jigsawforever.com using the details below:

info@jigsawforever.com
or +44 (0)20 7341 9000 (Monday - Friday, 9am-5pm)

We are sorry to hear your item has arrived damaged or faulty. Please contact Customer Care by email: enquiries@jigsaw-uk.co.uk  providing pictures of the areas of concern and your order number.

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.

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 10b1 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.

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.

Please Note:

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.

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.

Due to Royal Mail strike action please expect some disruptions and delays on deliveries and refunds. Please allow up to 10 working days for your refund to be processed before making contact with the customer care team.

We do not send a confirmation email to advise you on the arrival of your returned parcel. To track your parcels arrival please click the link below:

Track and Trace - Track your Item | Royal Mail Group Ltd.

Once processed please allow up to an additional 5 working days for your refund to appear in your account. (This is dependant on your chosen credit provider)

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.

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.

You can track your delivery by using this link: Track and Trace - Track your Item | Royal Mail Group Ltd

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 7 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)

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:

Cancellation Form – Jigsaw (jigsaw-online.com)

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 are required to return the goods to us at your own 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.

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.

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.

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.

Currently we use Royal Mail for deliveries and returns

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.

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.

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.  

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.

Within 3- 5 working days.

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.

Click and Collect orders are sent free of charge.

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 these payment methods.

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.

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).

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.  

We're sorry to say that you can only collect Click and Collect orders from Jigsaw stores, not concessions.

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:

Store Locator – Jigsaw (jigsaw-online.com)