At Jigsaw Shop, we are committed to providing a seamless and satisfying shopping experience from the moment you browse to the day your parcel arrives. We understand the importance of clarity when it comes to shipping and our returns policy. Please find all the details you need below.

Shipping Information

We are delighted to offer worldwide shipping (excluding Asia and a few select remote regions).

Order Processing: Please allow 1-2 business days for us to carefully prepare your order for dispatch.

Shipping Methods & Timelines:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx. Your order will typically arrive within 10-15 business days after it has been dispatched from our warehouse.
  • Free Shipping: Available on orders over £50, shipped via EMS. Your order will typically arrive within 15-25 business days after dispatch.

You will receive a confirmation email with tracking information once your order is on its way.

Returns & Exchanges Policy

Your complete satisfaction is our priority. 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.

Important Note on Non-Returnable Items:
For health and safety reasons, we cannot accept returns on the following personal items:

  • Knitwear & Cashmere: Due to the delicate nature of the fabrics.
  • Jewellery: All earrings and body jewellery are final sale for hygiene reasons.
  • Hats & Gloves: Considered personal accessories 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.
  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.
  3. Ship Your Return: Carefully pack the item(s) in their original packaging, include the original invoice or 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 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.

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 notification.

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

Returns & Exchanges Request Template

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

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.