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. Gifts cards and E-Vouchers are non-refundable; 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,
Unit 1, Parkway Interchange
35 Kettlebridge Road
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 that 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. If you’re in a hurry, we 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 and we will process this order straight away. 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 E-Voucher for the difference in value.
Alternatively, you can post back your item by filling out the returns docket with details of the new item you wish to receive. We will dispatch this out to you as soon as possible, and the maximum you will have to wait is 10 working days.
Yes, and to any Jack Wills store in the United Kingdom (excluding Channels Islands, 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. Bath, beauty & Grooming products are returnable only if unopened and in a sellable condition.
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.
Our normal returns policy allows you to 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 send customer services an email to firstname.lastname@example.org, or give them a call on 0333 014 2020.
What you need to do is print off your order confirmation email, include your address and daytime phone 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 or email us at email@example.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 E-Voucher will be refunded in a new online E-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.
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.
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, 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 more than 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 more than 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.