Please note: Any customs duties that may be incurred are the responsibility of the customer

Our estimated shipping time is 2-5 business days*

*Although we do our best to ensure your orders are with you as quickly as possible, Sale and Clearance items may occasionally take a bit longer to reach you; and of course, all subject to postal service limitations- including: Adverse Weather and Strike Action both in the parent and destination countries

Please note: Any customs duties that may be incurred are the responsibility of the customer

Once any item has been dispatched to you, you will receive an automatic email notification to the email address which was used to place the order.

We always aim to dispatch items together, however at times we may need to send items separately. You will receive a separate email for each dispatch.

If requested at checkout, we can deliver to any valid shipping address as long as it is within the countries we ship to. Please ensure the shipping address on your order confirmation email is that which you selected at checkout. Please note that we cannot be held responsible for any losses or damage once the parcel has been handed over at the designated shipping address stated on your confirmation email; so please ensure you ship to trusted, secure locations.

We ship items both from our stores in the US, and our Distribution Centre in the United Kingdom.

Any customs or import duties are charged once the parcel reaches its destination country. These charges are the responsibility of the customer and must be paid by the recipient of the parcel. Unfortunately, Jack Wills has no control over these charges and we are unable to tell you what your charge may be; as customs policies and import duties vary greatly between countries.

To prevent unexpected charges, we can suggest contacting your local customs office for details prior to placing your order.

Firstly, we are incredibly sorry for the inconvenience this has caused. We recommend contacting us Toll Free on 1 866 280 9963 and we try to rectify the situation as soon as possible.

We are extremely sorry for this mistake on our part. We really hate making mistakes as we completely understand the frustration it causes. Please call our Customer Service team toll free at 1 866 280 9963  as soon as possible so we can try to correct the problem as quickly as we can. We will then explain the various options you have, and ensure the issue is resolved as soon as possible.

No, we regularly dispatch orders in multiple packages as we send items from different locations, but rest assured we will get the remainder of your order to you as quickly as possible. You will also receive a separate dispatch email for each package sent.

In the unlikely event that you are not satisfied with your purchase, please return it to us for an exchange or refund within 30 days. 

We exchange or refund (to the original payment method) any unworn and unwashed items that are in their original condition with a copy of your original invoice*.

At the time of exchange, should your item be at a lower price than originally purchased, we will exchange your item AND email you a complimentary online gift voucher for the difference in value. 

Please also note that any import or customs duties incurred when returning your item is the responsibility of the customer.

*Due to hygiene reasons undergarments (panties/boxers/tights/leggings) are non-returnable under any circumstance. Swimwear must have the hygiene strip fully intact. Fragrance is returnable if unopened. We cannot refund or exchange gift vouchers.

You can return or exchange Jack Wills items by either visiting any of our US stores, or sending them to the address below. Please clearly complete and enclose your packing slip with your return to us and once received, we will process your request within 10 business days. Once you receive a refund confirmation email, please allow 3-5 working days for payment to return to your account.

Please return items to:

Jack Wills Returns

170 Thames Street
Newport
RI
02840-6629

Please note: The returning item is your responsibility until it reaches us. The cost of returning the item to us is your responsibility. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us.

You can return or exchange items ordered via the website to any of our US stores.

Please note that products purchased in our UK stores cannot be returned to a US store, as all store purchased items must be returned within the same country as origin of purchase

In the unlikely event that you are not satisfied with your gift, please return it to us for an exchange within 30 days. We exchange any unworn and unwashed items that are in their original condition with a copy of your original invoice*.

Refunds are made to the original payment card - we are unable to offer a refund back to another payment card.

*Due to hygiene reasons undergarments (panties/boxers/tights/leggings) are non-returnable under any circumstance. Swimwear must have the hygiene strip fully intact. Fragrance is returnable if unopened. We cannot refund or exchange gift vouchers.

The cost of returning the item to us is your responsibility. You have 30 days to return an item to us for an exchange or return. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us.

If you want an exchange, we will ship the alternative item out to you free of charge.

It's not the end of the world. We recommend printing off your order confirmation emails, and including this as your returns note. Please ensure that you clearly state what you want to happen and leave a contact telephone number for us to contact you in case we need to clarify anything. 

We are very sorry that this mistake has been made. Please email customersupport@jackwills.com quoting your order number and what you expected to be refunded. Alternatively give us a call Toll Free on 1 866 280 9963 and we will do our best to rectify the matter as soon as possible.

Refunds and exchanges can take us up to 10 business days to process upon receipt of your items. As soon as your refund or exchange has been processed you will receive an automatic email. 

Firstly, we are incredibly sorry for the inconvenience this has caused. We recommend contacting us Toll Free on 1 866 280 9963 and we will send you a replacement item as quickly as possible. 

We are extremely sorry for this mistake on our part. We try to minimise our mistakes as much as possible as we completely understand the frustration it causes. Please call us as soon as possible toll free at 1 866 280 9963  or email us at customersupport@jackwills.com and we try to rectify the situation as soon as possible

We use industry-standard Secure Sockets Layer (SSL) technology to encrypt 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. 

You will need to create an account to shop with us. This enables us to send you order confirmation emails, dispatch emails and keep you posted on the status of your order. The process itself is very simple and only takes a few minutes!

If you are experiencing problems registering as a new customer, or you cannot access your existing account, there are several things you can do. Registering as a New Customer - To register as a new customer, please ensure you fill out all of the required fields needed. You can register during your basket checkout, or by clicking 'Sign Up' in the top right-hand corner of our website. If all your details are correct and you receive an error message, it is possible that you have already registered with your chosen email address. If so, you can use an alternate email address (which will be your new account login address) or easier still, request a password reminder for your existing account.

Password Problems - If you are having difficulties logging in, or cannot remember your password; no problem! Simply click here and we will send you a temporary password to let you login; then you can change your password to something more memorable. Our temporary passwords are case and character sensitive so make sure you enter it exactly as it is in the email we send you. The best means to ensure you enter it correctly is to Copy & Paste the password straight from the email into the password box on our website.

Once an order has been placed there is a very limited timeframe in which you can cancel or amend an order. Please call us immediately Toll Free on 1 866 280 9963 to see if we are able to amend or cancel your order.

Our opening hours are;

Monday to Friday 3am-6pm (EST), 12am-3pm (PST)

Saturday 5am-6pm (EST), 2am-3pm (PST)

Sunday 6am-6pm (EST), 3am-3pm (PST)

Don't fret, this can happen for a number of reasons. Firstly, please ensure that you've entered all your card details (expiration date and security code) correctly. Also check that the billing address is the same one that your card is registered to. If the problem persists, please try another card. Please note that, unfortunately, if your payment fails three times, our system will not accept any further attempts until the next day. If you are still having problems, drop us an email at customersupport@jackwills.com.

Yes. Our size guide can be found here.

If you are having difficulty with our sizing please email us at customersupport@jackwills.com

We accept payment from Visa, Visa Electron, Mastercard, Discover, and Switch. For Mastercard 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 check or Paypal.

Yes, you'll receive a confirmation email for your order shortly after your order has successfully been placed. You'll also receive a dispatch email at the email address you provide, when we ship your order. Print and save the order confirmation email for your records, they include an order number that you can quote in all correspondence.

Our customer services team will be more than happy to help you. Either give us a call Toll Free on 1 866 280 9963 or drop us an email at customersupport@jackwills.com quoting the product name and what you would like to know.

Unfortunately we do not offer Gift Vouchers outside the United Kingdom at present. We will let you know as soon as we do!