At Jigsaw Shop, we are dedicated to ensuring your complete satisfaction with every purchase. We understand that sometimes an item may not be perfect, which is why we have created a straightforward and gracious returns process. Please review our policy below to ensure a seamless experience.

Our Returns Policy

We gladly accept returns and exchanges for most full-priced items within 15 days of you receiving your order. To be eligible for a return, your item must be in its original, unworn, and unwashed condition, with all original tags attached and in its original packaging.

Please Note: For the health and safety of all our customers, we cannot accept returns on the following items due to their personal nature:
  • Knitwear & Cashmere: Due to the delicate nature of the fabrics and the difficulty in verifying if they have been worn.
  • Jewellery: For hygiene reasons, all earrings and body jewellery are final sale.
  • Hats & Gloves: These are considered personal accessories and cannot be returned once the packaging is opened.

How to Initiate a Return or Exchange

To start your return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receipt, please email our customer care team at [email protected]. Use the template provided below to ensure we have all the necessary information to assist you promptly.
  2. Wait for Instructions: Our team will respond within 48 hours with a Returns Authorisation Number and instructions on where to send your parcel. Please do not send any items back without this authorisation, as we cannot process unauthorised returns.
  3. Ship Your Return: Carefully pack the item(s) in their original packaging, include the original invoice or a copy of your order confirmation, and clearly write your Returns Authorisation Number on the outside of the package. We recommend using a tracked and insured shipping service, as you are responsible for the parcel until it reaches our returns centre.

Return Shipping Methods & Costs

Original shipping charges are non-refundable. Customers are responsible for the cost of return shipping unless the return is due to our error (e.g., you received a faulty or incorrect item).

You may use the carrier of your choice to return the items. For your convenience, we work with both DHL and FedEx.

Refund Timeline and Method

Once your return is received and inspected at our warehouse (usually within 5-7 business days of us receiving it), we will send you an email to notify you.

If your return is approved, your refund will be processed automatically. The refund will be issued to your original method of payment (Visa, MasterCard, JCB, or PayPal). Please allow time for the financial institution to process the refund:

  • Credit/Debit Cards: 5-10 business days after we process the refund.
  • PayPal: 3-5 business days after we process the refund.

Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. To process an exchange, please follow the returns procedure outlined above. Once we receive your return, we will ship the requested replacement item to you. Standard shipping charges will apply for the new shipment.

Return & Exchange Request Template

Please copy and paste the template below into an email to [email protected] to initiate your request.

Subject: Returns & Exchanges Request – Order #[Your Order Number] Dear Jigsaw Shop Customer Care Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert your order number] Full Name: [Your Full Name] Email Address: [The email address used to place the order] Item(s) for return/exchange: – Product Name: – Size: – Colour: – Reason for return/exchange: I have read and agree to the terms of the Returns & Exchanges policy. I would like to request a: [Refund / Exchange for (please specify desired size/colour)] Thank you for your assistance. Kind regards, [Your Name]

Questions?

Our dedicated customer service team is here to help you with any questions regarding returns, exchanges, or your order. Please do not hesitate to contact us at [email protected].

Thank you for shopping with Jigsaw Shop.