Terms and Conditions

DISCOUNTS, PROMOTIONAL CODES AND COMPETITIONS

ONLINE FREE UK DELIVERY CODE

From time to time we will offer Free UK Delivery using a promotional code. These offers are sent to selected customers by email.

There is no minimum spend and the offer applies to all orders placed using our Standard Delivery method.

This offer applies to UK residents only and is subject to availability. It is the responsibility of the customer to select the correct postage option at checkout and to enter the promotional code.

No cash alternative will be given. This offer applies to online orders only. Jigsaw has the right to amend, cancel or withdraw this promotion at any time.

REDEEMING A DISCOUNT OR VOUCHER CODE ONLINE OR IN STORE

  • Unless specified otherwise in the original communication, the voucher code may only be used once.
  • The voucher is intended for the original email or direct mail recipient only.
  • This voucher is valid online and in stand-alone stores (not concessions or via their related websites) on full-price items only.
  • For online purchases, the voucher can only be redeemed at www.jigsaw-online.com.
  • Only one voucher can be used per transaction.
  • Jigsaw is not responsible for the content of third-party voucher code websites. If the details shown there are incorrect Jigsaw will not be able to honour the discount. For example Jigsaw will not be able to honour the discount beyond the date stated in these Terms and Conditions.
  • All current live voucher codes can only be used as discounts against full price items and will always exclude the purchase of gift cards and shipping costs.
  • Discounts cannot be used in conjunction with other promotions or discounts in the same order.
  • Jigsaw forever promo codes: Only one code can be applied to one single order and not in conjunction with any other codes or a promotion.  
  • The voucher discount amount will be deducted at the checkout. It is the customer's responsibility to present the voucher in store, or to enter the voucher code on the ‘Shopping Bag’ page on the website (in the ‘I have a promotion code’ box).
  • Jigsaw will not refund a discount to an order retrospectively.
  • There is a minimum spend equivalent to the value of the voucher. i.e. if you have a voucher worth £20, the minimum spend is £20. (There is no minimum spend for % off discounts unless specified in the original communication.)
  • The voucher expiry date is shown on the original communication and we will not be able to accept the voucher after that time.
  • No cash alternatives will be given for the value of this voucher.
  • If you are purchasing more than one item in a transaction in which the voucher is used, a proportion of the voucher’s value will be discounted from each item. As a result, when single items are refunded from a multiple item purchase in store or online, a proportion of the £20 voucher code will be lost and cannot be re-issued. Please see the example below which explains how the discount value is applied and refunded:
    • You buy three items which cost £20, £30 and £50 before any discount is applied.
    • A £20 discount is applied according to the items’ values so £4, £6 and £10 are deducted from the three items respectively which means that you paid £16, £24 and £40 for your items (a total of £80).
    • If you return the item that cost £30, you will only be refunded £24 for this item because of the way the discount is applied. We are unable to then apply that lost £6 to another item in this order, or to provide the discount on a subsequent order, or to offer an exchange for online orders. The discount applied to remaining items remains the same.
    • Please note that this method of calculating the refund is due to the configuration of systems beyond our control and is not an intentional limitation.
  • A direct like-for-like exchange can be completed in stores only, which will include the original discount; however, if exchanging for a different product or the same product at a different price, you will lose the voucher value and the exchange will be completed based on the refund calculations above, where some of the discount is lost.
  • If in doubt about any of these terms, please contact us at enquiries@jigsaw-uk.co.uk or on +44 (0)20 8392 5603 before placing your order.
  • Jigsaw reserves the right to alter, amend or withdraw any voucher or discount offer without prior notice in the event that unforeseen circumstances make this unavoidable.

Pallant House Gallery Competition

  • Competition closes at 11.59pm, 28 February 2023
  • Entries after this date will not be entered into the draw
  • Only entries made via the Jigsaw, Pallant House Gallery, Wiston Estate or THE PIG website will be considered
  • Winners will be contacted on Wednesday 1st March. If the chosen winner doesn't redeem the prize by Friday 10th March, we reserve the right to select an alternative winner
    • x 2 Pallant House Gallery Adult exhibition admission tickets
    • x 1 afternoon tea for x 2 people in the Pallant Café
    • A personal styling session in the Jigsaw Chichester boutique with £1000 to spend
    • 2 night midweek stay (Sunday - Thursday) for 2 at THE PIG in the South Downs, including dinner on one of the evenings, breakfast on both mornings and 2 treatments in the Potting Shed treatment rooms
    • A Wiston Estate for a winery tour, wine tasting and three course lunch for two at Chalk restaurant, with a bottle of Wiston Estate Brut NV.
  • Prize must be used by Wednesday 19th April 2023
  • Prize cannot be exchanged for cash, a prize of equal value including cash alternatives or swapped for another location/hotel
  • Drinks, food, treatment and transport outside of the outlined prizes are not included
  • The prize is as stated and is non-transferable
  • Entrants must be UK residents, at least 18 years of age, excluding employees of the promoters or anyone else professionally connected with this promotion
  • Prize cannot be transferred onto another person
  • Winner will be chosen at random
  • We reserve the right to amend these terms and conditions or to cancel, alter or amend the draw or the prize due to any circumstances that arise beyond our control
  • If you check the box confirming you would like to hear more news and update from THE PIG, Pallant House Gallery, Jigsaw or Wiston Estate, you will be entered into their marketing databases to receive communications
  • If you have opted-in to receiving further information from a competition partner, you agree that the relevant party may use and store these details to provide further information about their products and services (in accordance with the privacy policy of the relevant entity).

DELIVERY

FREE UK STANDARD DELIVERY ON ALL ORDERS OVER £150

Free Delivery offer applies to UK orders over £150.00 using our Standard Delivery method and to all Deliver to Store orders. This offer applies to UK residents only and is subject to availability. For Standard (non-Deliver to Store orders) the delivery charge will be deducted at the checkout if the order value is equal to or greater than £150.00. It is the responsibility of the customer to select the free postage option at checkout. No cash alternative will be given. This offer applies to online orders only. Jigsaw has the right to amend, cancel or withdraw this promotion at any time.

AREAS OF DISTRIBUTION

In the United Kingdom, Jigsaw’s website www.jigsaw-online.com delivers to all areas of the UK including Northern Ireland and all off-shore islands. We no longer offer shipping to the EU.

Currently, we are not able to ship orders received through this website, to other destinations internationally. It is possible to organise shipment of our goods to other destinations worldwide, but not under the terms and conditions set out in this document. Overseas customers should contact Jigsaw directly on + 44 (0)20 8392 5603 for further information.

JERSEY IMPORT TAX

The Government of Jersey charge 5% GST (Goods and Services Tax) on the majority of goods and services supplied in Jersey for local use, including imports. Orders destined for countries outside of the EU are shipped on a DDU (delivery duty unpaid) basis. Where this is the case, you will need to pay these costs to release your order from customs before it is delivered to you.

RETURNS, REFUNDS AND EXCHANGES

We hope you are pleased with the design and quality of your items. However, should you wish to return anything you've purchased please see click this link: Delivery and Returns – Jigsaw (jigsaw-online.com)

COMPANY

COMPANY INFORMATION

Welcome to Jigsaw’s online store. Please read through our terms and conditions carefully before placing an order. By using our website you agree to be bound by the terms and conditions outlined below. Please also read our privacy statement regarding any personal information that you may provide us with.

Jigsaw is the trading name of Robinson Webster (Holdings) Limited. The company is registered in England and Wales, under company number 01069599. We are a retailer selling clothing and accessories for women. From 1 Nov 2020 our VAT registration number changed to 361 0311 50 (our company number stayed the same).

Our registered address is: 3 Water Lane, Richmond, Surrey, England, TW9 1TJ.

Please note this is not the address for returning product. Returning product to this address will have a significant impact on the time it takes to process your return.

ONLINE ORDERING

INVITATION TO TREAT

You will only be charged for any goods ordered at the point when these goods are ready for dispatch from Jigsaw to you. All items offered for sale by Jigsaw on our website are offered on an ‘invitation to treat’ basis. This means that, by placing an order, Jigsaw is not committed to provide the goods requested. We accept your order at the time we dispatch the goods to you. This represents the moment where a ‘contract of sale’ is made between Jigsaw and you. Please note actual contracts of sale will not be filed or accessible. All contracts are concluded in English.

SITE CONTENT & USE

Every care is taken to ensure all information we provide on this website is correct and up-to-date. This includes:

  • product descriptions and specifications
  • pricing and delivery charges (please see specific pricing section below for further information)
  • the use of photographic images to show accurate product detail and colour. Please note that the product colours you see will depend on your monitor’s ability to read these colours. We cannot guarantee that your monitor's evaluation of product colour will accurately reflect the product upon delivery.
  • consistency of product pricing across all our distribution channels
  • availability of stock. Please note, whilst every effort is made to maintain the accuracy of our information on available stock, on occasion discrepancies may occur. Should you place an order for an item displayed as available on our website and this item is in fact out of stock, we will notify you as soon as possible.

At any given time information posted on our website may be subject to inaccuracy or may be out of date. All content provided on the site is subject to change without prior notice.

COPYRIGHT

Use of this site is subject to the terms and conditions set out above.

The copyright of all materials on this site belong to Robinson Webster (Holdings) Limited (t/a JIGSAW). All rights are reserved. You may read, print or download content for private use only. No content may be used by you or distributed to others for the purpose of commercial gain. Except where your use is permitted above or by copyright law, you may not otherwise copy, store in any medium, distribute, re-transmit, broadcast, modify or show in public any part of this site without prior written permission from Robinson Webster (Holdings) Limited.

JIGSAW is a registered trademark. We may also claim trademark and service mark rights in other marks contained within the pages of this site. Other trade marks and names may be used within the pages of this site to refer to the entities claiming the marks and names of their products. We disclaim any proprietary interest in the marks and names of others.

You must acknowledge that all imagery, graphics, photography, designs, trademarks, brand names and all other intellectual property will remain at Jigsaw and/or will be upheld by their respective owners.

YOUR REQUIRED INFORMATION

To purchase from Jigsaw’s website you will need to register a number of details with us. You will be required to provide information about yourself that is up to date and accurate. The key information we will require includes your first name and surname, your e-mail address, your phone number (in case we need to contact you directly about an order query) and your delivery and billing (cardholder) addresses, including accurate postcodes. We will not be able to complete any transactions without the billing address of the credit card used to complete the purchase.

Please take the utmost care when entering the above information in order to help us process your transaction and deliver your goods as quickly as possible.

It is possible to create your own account on Jigsaw’s website. This enables you to store your relevant delivery and contact details securely, so that the purchasing process is easier each time you buy. It is important that you keep this information up to date and that you select the correct information from your account when completing a transaction.

COMPLETING YOUR ORDER

Please always double check your order details to confirm you are happy with the quantities and prices of the goods you wish to purchase. Always check you have selected the correct size and colour. Always double-check that you have entered your payment details correctly including card type, card numbers, related dates, registered name, registered address and any security code or password. Please be aware that if incorrect details are entered that your card issuer may withhold funds for several days and we may not be able to get these funds released early.

We have specifically designed the checkout area of our site to show your basket at every step of the process, so it is clearly visible and easy to check at any time. Also, when shopping/browsing throughout the site, we have provided a drop down basket which allows you to check (and remove/add) items in your bag at any stage. Simply click on 'Shopping Bag' at the top right of every page.

Please note that if you use our 'save basket' function, which enables you to log out and return later to complete your purchases, product details and availability may have changed since your last visit. You should always check your basket contents before completing your order.

Please also note that all purchases are subject to availability.

Once we have received your order, we will send you a confirmation e-mail to confirm receipt. This email will provide the core details of your order and the payment that will be taken from your credit card when the goods are despatched. This confirmation email does not constitute our acceptance of your order or a guarantee that it can be fulfilled. Should we have any queries about your order or have any problems in fulfilling your order, our Customer Service team will contact you directly.

Should you wish to cancel your order, please see the section below on your "Cancellation Rights". Please note, cancellation of an order is not the same as the returns process, should you wish to return any faulty items shipped to you. This is also detailed below in the “Returns” section.

PRICING & DELIVERY CHARGES

The prices payable for all items offered on our website are clearly displayed. Our UK website displays prices in pounds sterling. All prices are shown inclusive of any selling duties, such as VAT. Your order will be based upon product prices and delivery charges at the time you submit your order.

When items are reduced in price for promotional or sale periods, the new price will be displayed in red with the previous price shown in black with a strikethrough.

Whilst we make every effort to maintain the accuracy of the pricing on our website, the price of an item displayed at the time of your order, may very rarely be inaccurate. We reserve the right to accept or decline an order placed for mis-priced product. Should we be unable to fulfil the order due to a pricing error, we shall contact you regarding the required adjustment and provide you with the opportunity to cancel or accept the order based on the correct pricing. Should an item be reduced to a lower price after an order has been placed but before the merchandise has been delivered, the original order price will be upheld.

The prices shown for items on the website do not include charges for postage and packing (delivery). Delivery charges (p&p) will be added to the total product value of your order based on the delivery service you chose. Information on postage and packaging may be found in the Delivery and Returns section of our website. The cost of our standard delivery service is shown on each individual product page, as well as in the shopping basket and checkout areas of the site.

The Government of Jersey charge 5% GST (Goods and Services Tax) on the majority of goods and services supplied in Jersey for local use, including imports. Orders destined for countries outside of the EU are shipped on a DDU (delivery duty unpaid) basis. Where this is the case, you will need to pay these costs to release your order from customs before it is delivered to you.

Repair ReWear

What items can be repaired?

Jigsaw items only can be repaired, excluding footwear, small Leather Goods, sunglasses, Bags, Belts and Jewellery.

Repair and Re-wear is not alteration service, if you require this service, please check with your local store.  

All repairs are at the discretion of Jigsaw. If we receive an item deemed unrepairable, we reserve the right the decline the product and return it back to you.

How much will this service cost?

We will repair any item of clothing free of charge if purchased within the past 12 months (subject to fair wear and tear). Items over 12 months of purchase will be repaired and charged for at an agreed competitive rate.

Proof of purchase is required if you are chosing the free within 12 months option.

Will I need proof of purchase?

A receipt and / or order number will need to be captured before we perform the repair.

If an item is intentionally or accidentally damaged (including, but not limited to, moths, animal damage or infestation) a charge for the repair will be applied.

How long will the service take?

Jigsaw will endeavour to return your item within 14 working days, however if there are any delays / issues we will contact you.

Jigsaw will charge for repairs in accordance with the price list, however if there is any additional cost, we will contact you before commencing the repair.

How do I send this to you?

The Jigsaw Repair, re-wear returns label emailed to you must be used for all repairs. Items are returned to Jigsaw at your own cost, and we advise that you use a trackable returns service.

Can I use a gift card or promotion code to pay for the service?

No Jigsaw Gift Cards, discount codes or promotions can be used in conjunction with the repair re-wear service.

It is a condition that all garments are returned in a clean and sanitary condition.

What happens if you can't repair my item?

If you have sent an item that we are unable to repair, we will give you the possibility of returning it back to you or recycling the item on your behalf. Please note that any postage costs are not refundable.

Can I take my item to my local store?

Yes, you can, however please complete the online form and await further instructions from the customer care team , so we have informed the store of your arrival.

Can I use this service Overseas?

We are only able to undertake repairs in the UK.

Disclaimer for Repair ReWear

  • Items sent to us must be clean and laundered.
  • We may need to contact you about your repair using the information sent via the online form. ​
  • Please allow a minimum of 14 working days for your repair to be completed and returned to you. This may take longer depending on the fault and access to trims required to complete the repair. ​
  • If the repair is to be charged for, we will contact you for payment and notify you of the cost. ​
  • All repairs are non-refundable. ​
  • If you decide to have your item(s) recycled, we must have this in writing by contacting Customer services – email address. ​
  • Jigsaw is not responsible if the repair undertaken causes damage to the garment, we will either reimburse the cost of the item or perform an exchange.

PRE- ORDER

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)

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 and we will endeavour to update you on a new proposed date of arrival.

You have the right to cancel your order at any time and receive a full refund (you are also entitled to reclaim postage costs if none of the items from your order have been shipped). Please select this link to cancel your pre-order Cancellation Form – Jigsaw (jigsaw-online.com)

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.

PAYMENT, RETURNS & CANCELLATIONS

PAYMENT METHODS

Our website accepts credit/debit card payments as well as Klarna, PayPal and Amazon Pay. We currently accept the following cards for payment on our site:

  • Visa
  • Mastercard
  • American Express
  • Maestro

For all payment methods we will take payment at the time of order. If your order is cancelled you will be automatically refunded. We reserve the right to cancel your order if the transaction does not pass routine fraud checks.

SECURITY

Ensuring that you are able to browse and shop safely on Jigsaw’s website is of paramount importance to us. We have created a secure transactional site and all payment activities are encrypted.

TITLE & RISK

Items that you order remain the property of Jigsaw until we have received payment in full for those items. Risk and liability for the items pass to you on delivery. Title reverts to Jigsaw in the event that you cancel your order or return items to us. Should you need to return any items to us, liability for these items remains with you until they are received into Jigsaw’s warehouse (the address of which is provided on a pre-printed return address label on the returns form sent out with your original order).

CANCELLATION RIGHT

Please see the Cancellation Policy section of our website for further details.

RIGHTS TO TERMS AND CONDITIONS

Jigsaw reserves the right to amend the terms and conditions of Jigsaw Gift Cards at any time; to take appropriate action, including the cancellation of any gift voucher, at its discretion if such action is deemed necessary. This does not affect your legal rights.

GIFT CARDS

Jigsaw Gift Cards cannot be returned or refunded, except in accordance with your legal rights, for example in the event they are not of satisfactory quality.

Jigsaw Gift Cards cannot be exchanged for cash or redeemed against the purchase of another card.

Using Jigsaw Gift Cards

The Jigsaw Gift Card 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.

Online Process

When using your Gift Card online, shop as usual and then proceed to the checkout. At the payment page you will be asked to enter your Gift Card details:

  • The 19-digit number on the back of the card
  • The scratch-off PIN number located just above the long number at the back of the card

After that, any remaining balance to pay will update automatically and you will be able to pay it via debit/credit card.

Lost/Stolen/Damaged Jigsaw Gift Cards

Jigsaw will not accept liability if your Gift Card is lost, stolen, destroyed or used without your consent. Jigsaw will not replace the card or any remaining balance outstanding on the card.

Balances and Refunds for online and in-store purchases

Jigsaw Gift Cards can be exchanged for goods of a higher price than the face value of the gift card on payment of the difference in value. If you do not spend the entire value of a Jigsaw Gift Card in one transaction, the remaining balance will remain on the gift card to be used for further purchases.

If you decide to exchange a product in a Jigsaw stand-alone store, which has been purchased using a Jigsaw Gift Card for an item of lesser value, the balance in value will be credited in the form of a further Jigsaw Gift Card or credit note.

If a refund or partial refund is given for any purchase made using a Jigsaw Gift Card and another method of payment (where the value of the purchase was greater than the value of the gift card), the refund will be given firstly to the other method of payment used (debit/credit card or cash if purchased in store) and any remaining balance will be refunded in the form of a new Jigsaw Gift Card.

For online purchases, we will automatically send you a new gift card to your billing address for the remaining value of the refund, after your credit / debit card has been refunded for the amount paid originally.

Validity

Jigsaw Gift Cards will remain valid for 24 months from the date of issue. Any unused Gift Cards will be cancelled on expiry of the validity period.