Frequently Asked Questions

We do not offer exchanges online at the moment but hope to in the future.

You can also take you returns into any of our own stores.

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, Amazon or Klarna account.

HOW LONG DO I HAVE TO RETURN OR EXCHANGE UNWANTED ITEMS?

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.

The only exceptions to this will be earrings, hosiery, facemasks and eyemasks.

Under the Distant Selling Regulations you also have the right to cancel your order within 7 days of receipt of your purchases. This has to be done in writing to cancellations@jigsaw-uk.co.uk.

Please see our Delivery and Returns page for further details.

WILL I GET MY POSTAGE REFUNDED IF I RETURN ALL MY GOODS FROM MY ORDER?

Postage costs are not refunded if you decide to return any part of your order.

WHERE SHOULD I SEND MY RETURNS TO?

Please follow the steps to create your returns label /QR code or to arrange a FREE Royal Mail collection. These are located on the Delivery and Returns page.

HOW DO I RETURN AN INTERNATIONAL ORDER?

If you are returning any item(s) from outside of the UK, please fill out the returns form and post the item(s) to our Returns Department.

Jigsaw Returns Department
Unit 10b Viscount Way
South Marston
Swindon
SN3 4TN
United Kingdom

Please post the items back through your local post office with proof of postage, as we are unable to accept liability for items lost in transit. Jigsaw is unable to provide freepost returns for International orders.

FINDING THE RIGHT ITEM

HOW DO I FIND OUT ABOUT THE STYLE, FIT OR FABRIC OF A SPECIFIC ITEM?

Every style shown on our website has its own specific page – just click on an image in, say, dresses and you will be taken through to the page for that dress. On that page, the style overview is provided next to the main image. Greater detail on fit and fabric is provided in a box below the size and colour choice area. If you have not found the information you are looking for, please contact a store who will be able to advise.

HOW CAN I TELL WHICH SIZE WILL FIT ME BEST?

Our website provides a detailed size guide, which details the main body measurements for each size stocked. This page can be reached by clicking on Size Guide at the bottom of the page. If you have not found the information you are looking for, please contact a store who will be able to advise.

Alternatively, on any specific product page, there is a link to sizing info, which will return details on the specific type of item you are looking at.

PLACING AN ORDER

WHAT CREDIT CARDS DO YOU ACCEPT?

We accept all Visa, Mastercard, American Express, and Maestro debit & credit cards.

You can also pay through PayPal or Amazon Pay. 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, Amazon or Klarna account.

IS THE SITE SECURE?

We employ regularly updated encryption technology to make sure your card details remain secure during the transaction.

We never store your card details. The main account number is retained securely and encrypted for a short period, in case we need to refund money to your card following any returns sent back by you.

We only show the last 4 numbers of a card on your order confirmation and despatch note so that you can identify which card you used to make the purchase, which helps us if you need a refund.

WHEN WILL YOU CHARGE ME FOR MY ITEMS?

For all payment methods we will take payment at the time of order. If your order is cancelled you will be automatically refunded.

WHAT IF I'D LIKE TO TALK TO SOMEONE BEFORE I PLACE MY ORDER?

No problem, simply call our Customer Service Team on 020 8392 5603 or email enquiries@jigsaw-uk.co.uk. Our Customer care team will also be able to place an order for you.

PRE-ORDER

WHY HAS MY PRE-ORDER BEEN CANCELLED?

Due to circumstances beyond our control, on occasion we may not be able to fulfil a pre-order, for example, if stock is damaged in transit. You will recieve a full refund including postage charges (if none of the items have been shipped).

WHY IS MY PRE-ORDER DELAYED?

We will do our best to dispatch items to arrive on the date displayed on the website at the time of ordering, however we cannot guarantee that items will be shipped on this date. We will endeavour to contact you with a new propossed date of arrival.

CAN I CANCEL MY PRE-ORDER?

Yes, you have the right to cancel your order at any time and receive a full refund, however this is dependant if your order as been processed and packed. (you are also entitled to reclaim postage costs if none of the items from your order have been shipped).

WHEN IS THE PAYMENT TAKEN FOR PRE-ORDER?

We will take full payment for pre-order items at the time of purchase. This is due to card issuers and payment method service providers reserving funds for a limited amount of time.

For orders which include a pre-order item placed using Klarna as a payment method, you will be expected to pay for the pre-order item according to Klarna payment terms irrespective of when your order is shipped. Any returned items will be refunded as usual according to Klarna payment terms.

WHO CAN I CONTACT REGARDING MY PRE-ORDER?

If you have any questions relating to your pre-order item(s) please click this link : Contact Us – Jigsaw (jigsaw-online.com)

MY ACCOUNT

WHAT ARE THE BENEFITS OF SETTING UP A 'MY ACCOUNT' ON YOUR SITE?

Creating an account will allow you to:

  • enjoy a much quicker checkout when you buy
  • save many addresses and just select one when checking out, rather than typing in addresses each time you buy
  • save items to a wishlist as you browse the site and then save the list for another visit
  • save the content of your shopping bag, in case you ever have to sign off before finishing your shopping
  • update your personal details whenever it suits you (change and edit your name, e-mail, contact number, addresses at any time of day!).

WHY CAN'T I SEE MY ORDER WHEN I LOG INTO MY ACCOUNT?

If you paid for your order with Amazon Pay your order details are not linked to your Jigsaw account, instead please log onto your Amazon Account to track your order history. https://pay.amazon.com/uk

IF I SET UP AN ACCOUNT WILL ALL MY PERSONAL INFORMATION BE SAFE?

We have the utmost respect for the privacy of our online customers and recognise the importance of security. Any information you provide us with will be securely stored and managed appropriately. For full details of how we look after and use your personal details, please refer to our Privacy Policy and our Terms and Conditions.

I HAVE FORGOTTEN MY PASSWORD, WHAT DO I DO?

Don’t worry! Click forgotten your password? on the Secure Account Log In page. Simply enter your email address and we will email you a new password straight away. Once you log in using this password, you can change it to a more memorable one, which is personal to you. You can change your password at any time in your ‘My Account’.

WHY DID MY SAVED CARD DISAPPEAR FROM MY ACCOUNT?

We have recently changed the payment provider to improve our customers’ experience when shopping with us. As a result of the changeover, and due to security reasons, all our customers’ saved cards had to be removed from the system. However, you will be able to re-enter your card details again and save it for future use.

GIFT CARDS

Gift Cards can be redeemed in Jigsaw standalone stores within the UK as well as on our website www.jigsaw-online.com. Unfortunately it cannot be used in any Jigsaw concessions within department stores.

MY WARDROBE HQ

Enjoy wearing your Jigsaw rental from as little as 4 days to as long as 14 days. When you are ready you can send it back via your pre-paid DPD return label and Jigsawforever.com will take care of all the boring stuff including dry cleaning and ironing.

For more information on how it works including FAQs please click this link: How It Works (jigsawforever.com)

For customer services enquiries for jigsawforever.com please click this link: Contact Us (jigsawforever.com)

SHOP NOW, PAY LATER WITH KLARNA!

Robinson Webster (Holdins) Ltd (trading as ‘Jigsaw’) is not a lender and acts only as an introducer. Please spend responsibly. Borrowing beyond your means could seriously affect your financial status. Klarna’s [Pay in 3 instalments] [and] [Pay in 30 days] credit agreement[s] are not regulated by the FCA. 18+, UK residents only. No interest, no fees. Credit subject to status. T&Cs apply, klarna.com/uk/terms-and-conditions. We’ve partnered with Klarna to provide you with an easy payment option at checkout.
There are 2 new ways you can shop:

  1. Buy now, Pay after 30 days
  2. Pay in 3 interest-free payments

HOW TO CHECKOUT WITH KLARNA

  1. If your basket is eligible for 3 interest-free payments with Klarna, the option will be presented during checkout. There is a minimum spend of £35.
  2. Enter your card information or sign in with your Klarna account.
  3. Easily manage your purchases and payments in the Klarna App.

IS THERE A FEE TO USE 3 INTEREST-FREE INSTALMENTS?

There are no fees or interest charged, ever.

WILL THIS AFFECT MY CREDIT SCORE?

When you choose 3 interest-free instalments, Klarna may perform a soft credit check. This type of check will not impact your credit score or show up as a hard inquiry on your credit report.

WHICH PAYMENT METHODS ARE ACCEPTED?

Klarna currently accepts all major debit and credit cards (i.e., Mastercard, Visa). Please note, AMEX, prepaid cards, including gift cards, are not accepted.

SAFE AND SECURE

Klarna uses the latest safeguards and security to protect your information and prevent unauthorized purchases. You have zero fraud liability with Klarna’s Buyer Protection policy. View complete terms here.

HOW CAN I REACH KLARNA?

You can reach Klarna's customer service by downloading the Klarna App for 24/7 chat.

Harper Try At Home

How can I contact Harper?

You can contact Harper by email: service@harperconcierge.com or by calling: 0333 939 8123

Phone lines are open from 08:00am to 17:00pm Monday to Friday and 09:00am to 18:00pm on Saturday and closed on Sunday.

How does the Harper service work?

Harper offers a try before you buy service. After placing your order online, you are given the choice to book a 1-hour delivery slot (10am-10pm, 7 days a week) for an expert Style Concierge to drop off your items at your chosen address.

Try on your chosen pieces with other items from your wardrobe in the comfort of your own home and hand back any unwanted items to your Style Concierge. You will only pay for the items that you have selected. For further information please click on this link Harper Concierge and select the how it works page.

Does Harper serve in my area?

Harper currently serves all 32 London boroughs and will be announcing further locations in the near future.

Can I add more pieces to my appointment?

Please contact Harper's Customer Services by emailing service@harperconcierge.com or by calling: 0333 939 8123 If an adjustment is requested after the cut of times, sadly we are not able to adjust any items.

Can I amend or cancel my appointment?

Please contact Harpers directly to cancel or amend your appointment by emailing service@harperconcierge.com or calling 0333 939 8123.

Can I reschedule my appointment?

If you would like to reschedule your appointment, please reach out to Jigsaw Customer Care by clicking this link Contact Us - Jigsaw (jigsaw-online.com). We will contact Harpers on your behalf with and try our best to reschedule your appointment

Who will bring my order, and can they come into my home?

The Style Concierge are made up of the country's best luxury fashion personnel, they can go inside your home if you would like and give you styling advice or guidance on sizes. If privacy is preferred the Style Concierge can simply drop the pieces with you, then return up to 40 minutes later to take your payment and any unwanted items away.

How many items can I try on?

There is no order limit! We encourage you to order as many items as you like to ensure you find the pieces that you love.

How do I return a product bought through the Harper service?

You have up to 40 minutes to decide if you would like to purchase any of your selected item(s). Should you need to return any items (after you have purchased) please click on the link below to view our delivery and returns page. Simply follow the steps to arrange a free Royal Mail collection or to create your returns label or QR code: Delivery and Returns - Jigsaw (jigsaw-online.com)

Can I get my pieces the next day?

Yes, we are offering this service if you order before 12pm. Exceptions are if ordering on Friday, Saturday, or Sunday, where the first delivery slot will be available on the following Monday.

Why is a product out of stock when I could place the order online?

Stock discrepancies do happen on rare occasions as multiple people could be placing orders at the same time which can sometimes lead to the items selling out. If the item is to come back into stock, Harper would be happy to facilitate the order and place a new appointment for you.

How do I pay?

You only pay once you have tried on and decided on the items you would like to keep! So, we would suggest ordering more items, even items that you would not necessarily pick as you have nothing to lose. The Style Concierges carry a portable payment device, allowing them to take payment in person. The reader accepts all card types, and even has contactless ability if you would like to pay via google or apple pay.