Delivery & Returns

What are my delivery options?
  • Next Day Delivery £5.95 1 day
    Next Day Delivery

    Order before 8.30pm Sun – Fri for next day delivery. *Excluding Bank Holidays

  • Collect in Store Free 3 - 5 days
    Collect in Store

    Order online and collect from your nearest store for free

  • Free Standard Free 3 - 5 days
    Free Standard

    Free standard delivery when you order £60 or over

  • Standard Delivery £3.95 3 - 5 days
    Standard Delivery

    Standard delivery to the UK for £3.95 when you order under £60

  • International Delivery from£8.95 10 - 14 days
    International Delivery

    We deliver internationally from £8.95 to £24.95

Yes – it's nice and easy too. You can collect your online order from any of our UK stores; simply place your order and we'll send you an email as soon as it's ready to collect. Then you'll have 14 days to pop into store, show the collection email to a member of the team and the parcel is yours. Even better, if we have stock in your selected local store we can have it ready within the hour and even big orders will be fulfilled within 5 days.
Find your nearest store here – www.jackwills.com/stores

Absolutely. We offer free delivery on orders over £60 and they will be with you in less than 5 days (although, the truth is most orders arrive within 48 hours). Otherwise delivery costs £3.95. Remember you can also collect your orders from store for free – see above. Please note expected delivery times may be longer than normal during public holidays.

Yes, you can. If you place your order by 8.30pm Sunday to Friday we will deliver the next day for £5.95. Don't worry, if it gets held up we'll refund you the premium.

Glad you asked because yes it can. We deliver to over 80 countries, the farthest flung of which will receive their orders in 12 days (maximum). Everything is sent from our distribution centre in Sheffield, UK, so you may need to pay local import duty. Enter the country below to find out more.

 Search for your country of choice to see if we deliver to you!



 
 

Once we've dispatched your items, we'll send you an email to the email address you used to place the order. Occasionally we dispatch items separately so you may get more than one email. But we only charge once for postage, no matter how many packages your order is split into. Just so you know, any orders placed over the weekend or on a Bank Holiday will not be dispatched until the next working day.

This isn't what we like to hear at all, we're really sorry. Please call us on 0333 014 2020 and we shall resolve this as soon as possible. 

We can't bear making mistakes, but very occasionally it might happen. Please call us on 0333 014 2020 and we'll work with you to resolve this as soon as possible. 

Don't worry, we regularly dispatch orders in multiple packages as we send items from different locations. You'll only be charged once for the postage, of course. Each time we dispatch something we'll send you an email to let you know what's been sent.

We are happy to offer a refund or exchange on any product purchased, provided it is returned in perfect condition (unwashed and unworn) together with a valid receipt within 28 days of purchase. Refunds are not offered on Gift Cards, however we are happy to exchange to the value purchased. Due to hygiene reasons undergarments and tights cannot be exchanged or refunded.

Our address is:

  • Jack Wills Returns,
  • C/o LF Logistics (UK) Ltd
  • Unit 1, Parkway Interchange
  • 35 Kettlebridge Road
  • Sheffield
  • South Yorkshire
  • S9 3BZ

Returned items must be unworn and unwashed, in their original condition, and be accompanied by a copy of your original invoice. For obvious hygiene reasons, all undergarments (pants, boxers and tights) are non-returnable. Swimwear must have the hygiene strip fully intact and fragrance is returnable only if unopened.

Unfortunately we can't offer free returns online; however, items purchased online are free to return to any of our stores. We're not responsible for items that are lost in the post, so we recommend you use a postal service which insures you for the value of the package.

We know how disappointing it is when something turns up and it's not quite right; so we try to make exchanges as easy as possible, and recommend our Express Exchange service. To make sure your item does not sell out, call us on 0333 014 2020 to place your new order. We will process this order straight away and send free of charge. We take payment for the revised order, but refund your card as soon as we receive your original item back. For any exchange, we will honour whatever price you originally purchased the item for so, if your item is at a lower price than originally purchased, we'll email you an online gift voucher for the difference in value.

Yes, and to any Jack Wills store in the United Kingdom (excluding Jersey, Heathrow and Outlet stores). The same return policy applies as online: returned items must be unworn and unwashed, in their original condition, and be accompanied by a copy of your original invoice. For obvious hygiene reasons, all undergarments (pants, boxers and tights) are non-returnable. Swimwear must have the hygiene strip fully intact and fragrance is returnable only if unopened.

We recommend that you return your item using a registered service so you can track your parcel. If it's reached us, then we'll get onto it as soon as possible but it can take up to 10 working days to process. If you've chosen a non-registered service, you can refer to the shipping time guidelines provided by the postal service you're using. As soon as your refund has been processed we'll send you an email, or if you've requested an exchange, an email once the replacement item is on its way to you.

Yes. Return it to us within 28 days and we'll exchange it for something you'd prefer as long as the item is in a sellable condition. We appreciate that it may not always be easy to obtain the proof of purchase but please do include this where you can. Please be aware if you do not have proof of purchase, we can only offer an exchange or gift card at the last selling price. If in doubt please call our Customer Services team on 0333 014 2020 you can also see our Returns Policy page.

What you need to do is print off your order confirmation email, include your address and daytime telephone number and return the item as normal, stating whether you'd like a return or an exchange. We'll contact you if we need to clarify anything.

Yes, that’s right. We refund the full amount of your item but not the delivery charge.

You can either call us on 0333 014 2020 you can email us at jack@jackwills.com, quoting your order number and what you expected to receive, and we'll work with you to resolve it as soon as possible.

Absolutely. Any amount paid using our Gift Card or Gift Voucher will be refunded in a new online Gift Voucher and emailed directly to your registered email address.

This isn't what we like to hear at all, we're really sorry. Please call us on 0333 014 2020 and we shall resolve this as soon as possible.

Firstly, apologies that you may have received a faulty item.

If you believe that the item you have purchased from us may be faulty, please post it back to us with your proof of purchase: Returns Department, Jack Wills Ltd, C/o LF Logistics (UK) Ltd, Unit 1, Parkway Interchange, 35 Kettlebridge Road, Sheffield, South Yorkshire, S9 3BZ.

Please ensure that you include a covering letter outlining the fault, as well as all your contact details. Once received, our team will inspect your item/s to determine the nature of the fault and you will be contacted shortly after. As with our standard returns policy, please allow up to 10 working days for us to inspect and process your returned item/s.

Please note that if your item is over 6 months old, it is no longer covered by our Faulty Goods policy. This is in line with Trading Standards guidelines which stipulate that any fault in garments that are over 6 months old (from date of purchase) is considered to be wear and tear rather than a fault with the item.

Return postage costs will be reimbursed, but only if a genuine item fault is identified. Imperfections caused by unsuitable item wear /use or intentional damage are exempt from the above.

We can't bear making mistakes, but very occasionally it might happen. Please call us on 0333 014 2020 and we'll work with you to resolve this as soon as possible.