Delivery & Returns
Our delivery options are:
- Standard Delivery - 3 -5 working days/£3.95
- Next Day Delivery - Order before 9.00pm Sunday - Friday/£5.95 *Excluding Bank Holidays
- International Delivery - 10-14 working days/ From £8.95 to £24.95
Unfortunately, in line with most postal service providers, we are unable to deliver to you on Bank Holidays. Please note expected delivery times may be longer than normal during public holidays but your order will be with you as soon as possible. We're really sorry for any inconvenience
At the JW Outlet we want you to be happy with your purchase.
If for any reason you are not happy with your purchase you can return your order for a refund or exchange within 28 days. Items must be sent back securely to our Returns address below. Items can be returned online only and not in Stores.
*Due to hygiene reasons undergarments (pants/boxers/tights/leggings) and swimwear (with the hygiene strip not intact) are non-returnable under any circumstances.
We refund or exchange any items that are returned in their original condition (unwashed and unworn) with a copy of your original invoice. Items must be sent back to us at the below address within 28 days of purchase. Items received outside this time will not be processed for a return/exchange.
The returns address is as follows:
Jack Wills Returns,
Unit 1, Parkway Interchange
35 Kettlebridge Road
Please do not send any additional payment to cover a price difference for an exchange. You will be contacted by telephone when the exchange is processed. Please allow up to 10 working days for an exchange to be processed when it reaches us.
The returning item is your responsibility until it reaches us. 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. The cost of returning the item to us is your responsibility.
If you believe that the item that you have purchased from us may be faulty, please post it back to us for the attention of the Returns Department, to the above address. 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 or use are exempt from the above.
Pricing & Cancellation information
At this moment in time, we do not offer any price adjustments.
We do not offer price adjustments because the price has been reduced since the time of your sale or because you have found it at a lower price in a Jack Wills store. The price paid at the time of your purchase on the website is final.
We accept credit cards from Visa, MasterCard. We also accept debit cards with a Visa, MasterCard, Maestro and Visa Electron logo. We do not accept paypal or cheque/postal orders.We no longer accept American Express or Solo.
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from us, for a full refund including your postage costs. Order cancellations must be made in writing, quoting your order number, within 14 working days of the day after you receive the goods to our Customer Services Team. You will need to return the order to us and we will refund the postage you pay to send it back to us. To cancel your order please contact us by email at firstname.lastname@example.org. We will complete your refund including delivery costs within 30 days of receipt of the Order Cancellation.
Amending an order
Unfortunately when an order has been placed it is not possible to change or amend any order details. We may be able to cancel the order and replace it for you by calling us on 0333 014 2020.