Frequently Asked Questions
Where did your Outlet website go?
The new home of Jack Wills Outlet has moved to our main UK website – now everything's in one place, making it easier for you to shop. The same great offers apply – you can still shop from the archives with 30% off. You can also find our Outlet stores here.
How can I track my delivery?
To track your parcel simply enter your tracking reference number into www.royalmail.com/track-your-item. We also use OCS and FedEx depending on where your item is being shipped to, which can also be tracked via their websites.
To check your order's progress, provided you checked out using your registered Jack Wills account, all you need to do is log back into your account on www.jackwills.com and click Order History. This will allow you to see the current status of your order.
Please note that there can be a delay in our courier's tracking system in picking up consignment numbers. If you've received an email saying your order’s been dispatched, but it’s not showing up on their system, don't panic. Just give it 24 hours and try again.
Is it safe to order online?
We use industry-standard technology to allow for the encryption of all 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 screened and security checked for fraud. With that in mind, we recommend you enter your details as accurately as possible to ensure your order is successful. Occasionally we randomly select orders for security screening and these will not be processed until we hear back from you. 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 safe shopping for all our customers.
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 of the order and the original shipping charge, up to the value of Standard Delivery. Unfortunately, we do not cover the cost of returning the order back to us. Cancellations must be made in writing (by email to email@example.com), quoting your order number, within 14 working days of the day after you receive the items. Return the items to the Customer Experience Team and we will complete your refund within 30 days of receipt of the Order Cancellation.
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. Our Terms and Conditions detail this in full.
Do the prices online include VAT?
We have a standard pricing policy for the UK and the Channel Islands that ensures that all of our customers are charged the same price, regardless of where they live. Therefore we do not offer VAT refunds on orders delivered to the Channel Islands.
What payment methods do you accept?
We accept payment from Visa, Visa Debit, Mastercard, AMEX, PayPal, China Union Pay and Apple Pay.
Can I use more than one promotional code at a time?
Unfortunately not. Additionally, promotional codes cannot be used in conjunction with any other offer or discount code.
Can I use a promotional code and Gift Card/E-Voucher at the same time?
Yes! Although you cannot use a promotional code when purchasing a Gift Card or E-Voucher online or in store.
How do I sign up or unsubscribe from email newsletters?
Simply enter your email address and click submit to sign up for emails via the box at the bottom of the homepage. You will now be one of the first to hear about all of our exclusive news, events and offers.
What do I do if I'm having problems with my password?
Simply click to login 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 them correctly.
Do you offer Student of Armed Forces discount?
Jack Wills is proud to offer 10% discount to student shoppers and MOD90 or Defence Privilege Cardholders. Students must present a valid NUS code online or valid student card when shopping in store. If customers login via UNIDAYS® their discount will be automatically applied at checkout – no code is required. Neither discount can be used in conjunction with any other offer and applies to full price items only. The discounts may not be used to purchase gift cards. Returned items will be refunded at the discounted price. Discount excludes shipping charges. Discount is only valid on deliveries to locations that Jack Wills ships to. Should a NUS code, UNIDAYS login MOD90 or Defence Privilege Card be used by anyone other than the intended user, the discount may be withdrawn without notice. Armed Forces Discount is not valid online.