Customer Services

Below are the answers to some questions we're often asked. If your query isn't covered by the below, we'd be delighted to help you out over the telephone on 1-866- 280- 9963 or by email at jack@jackwills.com.

Where are your stores located?

We're proud to say we now span three continents, with stores in Great Britain, the USA and Hong Kong. All our store information can be found in our Store Locator, including contact details and opening times.

How do I receive the Jack Wills handbook?

Register an account with us and include your address details, and we'd be delighted to add you to our mailing list. You need to be aged 18 or over to receive our Handbook. Please do help us save paper by letting us know if you don't want to receive it, too.

Is it safe to order online?

We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. This means information passed between your computer and our website cannot be read if someone intercepts it.

Furthermore, in order to protect all our customers, any orders placed on our website are screen and security checked for fraud. With that in mind we recommend you enter your details as accurately as possible to ensure your order is fully successful. Occasionally we randomly select orders for security screening and these will not be processed until we hear back from you, so we recommend that you include a valid telephone number and email address. Please do not be offended if we contact you! We just want to ensure the safe shopping of all our customers.

When is my payment taken?

Once we've received your order, we carry out a check on your payment card to ensure there are sufficient funds to complete the transaction. Providing there are no problems, your card will be charged immediately. 

If for some reason your order is unsuccessful, we'll contact you directly to resolve it. Just so you know, we don't include any delay caused by this in our delivery estimates.

What payment methods do you accept?

We accept payment from Visa, Visa Electron, Mastercard, Maestro, Switch and Delta. For Mastercard, Maestro and Switch payments you’ll need to enter your internet banking password required by Mastercard Securecode. Sorry, we do not accept payment from AMEX or Solo, nor payment by cheque or Paypal.

My payment has been declined.

Ensure that you've entered all your card details (e.g. valid from / expiry date) correctly. Also check that the billing address is the same one to which your card is registered. If the payment fails more than three times, our system won’t accept any further attempts until the next day. 

Do I need to create an account to shop with you?

Yes please; this enables us to send you order confirmation emails, dispatch emails and generally keep you posted on the status of your order. The process itself is straightforward and only takes a minute.

Help! I am having problems registering as a new customer/ logging in to my existing account.

If you are experiencing problems registering as a new customer or you cannot access your existing account, try the following:

Registering as a New Customer

You can register as a new customer during checkout or by clicking 'Sign Up' in the top right-hand corner of our website. If you receive an error message, it's probably because you have already registered with your chosen email address. If so, you can request a password reminder, or use an alternate email address (which will then become your new account login address).

Password Problems

Simply click to log in, and select that you've forgotten your password. Once you've entered your email address and surname, we will send you a generic temporary password to let you login; you can then change your password to something more memorable in the Account section. Our temporary passwords are case and character sensitive so make sure you enter it correctly.

I have just placed an order. Can I amend it?

Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

Will I receive an order confirmation e-mail?

Yes, you'll receive a confirmation email shortly after your order has been placed. We recommend you save it as it includes the order number which is useful to have if you need to get in touch with us. 

I've just received a promotional code, how do I use it?

To use one of our promotion codes, add your items to the shopping basket and proceed to the checkout. Once there, enter your promotion code into the relevant Promotional code box and your order total will automatically update. Remember the promo codes are case sensitive, so please copy the code exactly. 

If your promotion code is not working, check that you have typed it correctly (remember, all codes are case sensitive) and also that it is still valid. For further assistance we'll be happy to help if you call us on 1866 280 9963.

Can I use a promotional code and Gift Voucher at the same time?

Yes! Although you cannot use a promotional code when purchasing a gift voucher online or in store.

Do you have a size guide?

Yes. Our size guide can be found on every product page. For more advice, call us on 1866 280 9963.

I'd like some more information on a product. What can I do ?

We will be more than happy to help you. Either call us on 1866 280 9963 or drop us an email at jack@jackwills.com quoting the product name and what you would like to know.

Do you sell Gift Vouchers?

Yes indeed. We have two options: Gift Cards come presented in a gift box, and are posted to your chosen address free of charge. Gift Vouchers are electronic: within a few hours of purchase, a Gift Voucher email will be sent to your account which you can then forward on or print as a gift.

Both Gift Cards and Vouchers can be used in store or online and are valid for up to 12 months from the last use date. You can purchase any amount from $10 up to $800, and protect your balance from loss or theft by registering your voucher at www.jackwills.com/register.

How can I redeem my gift voucher?

You can redeem your Gift Voucher in several ways: online, in store or by phone.

Online, you'll need to enter your unique code and pin when requested during the payment process. In store, just present your card or voucher at the till.

How do I cancel my order under the Distance Selling Regulations?

Under the UK's Distance Selling Regulations, you may cancel your order with us for a full refund including postage costs. Cancellations must be made in writing (by email to jack@jackwills.com ), quoting your order number, within 7 working days of the day after you receive the items. Return the items to the Customer Services Team and we will complete your refund within 30 days of receipt of the Order Cancellation.