Deliveries & Returns
- How do I return/exchange an item?
We offer refunds or exchanges within 28 days, and you can either send the items back to us or return them to one of our stores.
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
1617 WALNUT STREET
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.
- What are my delivery options and charges?
- We offer FREE standard shipping throughout the US via UPS on orders over $75- For orders under $75 we charge a flat rate fee of $8
We ship from both our Distribution Centre and from the UK. Should your order be sent from the UK we will ship with FedEx. Please be aware that you may incur customs and duty charges on orders shipped from the UK. Whether your order is coming from the US or the UK, it should be with you within 2-5 business days.
We do everything possible for you to get your items as quickly as possible. But since we use a third party carrier, there will occasionally be circumstances that are out of our control that may affect your delivery time.
- Has my order been shipped yet?
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.
- How long will my order take to arrive?
Our estimated shipping time is 2-5 business days*We ship from both our Distribution Centre and stores in the US, and from the UK. The majority of orders will be from within the US using UPS. However should your order be sent from the UK we ship with DHL International. Whether your order is coming from the US or the UK, it should be with you within 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
Due to unprecedented demand there will likely be a delay in the delivery of your order. We're working hard to process your order as quickly as possible and we will work to get your order to you within 4-8 working days.
We do everything possible for you to get your items as quickly as possible. But since we use a third party carrier, there will occasionally be circumstances that are out of control which may affect your delivery time.
Please note: Any customs duties that may be incurred are the responsibility of the customer
- I have received a faulty item
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.
- I have received an incorrect item in my order
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.
- I’ve only received part of my order, what’s happened to the rest of it?
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.
- Where do you ship to?
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.
- Do you deliver to work addresses?
Yes, we’re happy to deliver to a different address to the billing address; you just need to ensure the correct address is selected at the checkout stage. And while we can change the address, we can’t change the name, so we will always post to the person who placed the order. If we do send to your workplace, we will fulfill our end of the deal by delivering the package to your workplace but for obvious reasons, we’re afraid we can’t be responsible if the package then goes missing once in your building.
- Do I have to pay to return an item?
The cost of returning the item to us is your responsibility. You have 28 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.
- Can I return my order to a store?
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
- Have you received my returned goods?
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.
- I have received an unwanted gift. Can I return it?
In the unlikely event that you are not satisfied with your gift, please return it to us for an exchange within 28 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.
- Help! I’ve lost my return docket.
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.
- My return was processed but I wasn't refunded my delivery charge
Yes, that’s right. We refund the full amount of your item but not the delivery charge.
- I have been refunded the incorrect amount. What should I do?
We are very sorry that this mistake has been made. Please email firstname.lastname@example.org 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.
- Can I return unwanted items that were bought using a Gift Voucher or Gift Card?
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.
- How Do I Return Faulty Goods?
Firstly, apologies that you may have received a faulty item.
If you believe that the item that 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.
- I have received an incorrect item. How do I return it?
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 email@example.com and we try to rectify the situation as soon as possible
Sale & Clearance
Sale and Clearance items can take slightly longer than Non-Sale items to be delivered. Rest assured that we do all we can to get your order to you as quickly as possible.
On rare occasions standard delivery items can take up to 14 working days, with premium delivery up to 10 working days. Any orders processed over the weekend or on a bank holiday will not be dispatched until the next working day.
Items purchased in the Sale or Clearance can be returned to us via the standard Returns method up to 14 days from the original date of purchase (or, in the case of online orders, up to 14 days from the date of dispatch). We are happy to process an Exchange or Refund for Sale and Clearance items, provided they are returned within the requisite time frame.