1
I cannot find the item I was looking for online
If a product has sold out (in all sizes) then it will have been removed from the site. If some sizes are still available, the item will still be shown online, with the available sizes highlighted.
We do not currently stock our entire range on our website and we do not yet sell footwear online (except for some Junior footwear). If you are looking for a specific item, please feel free to call our Service Team on 020 8392 5603. They will be happy to try to track an item down for you in one of our stores.
2
How do I find out about the style, fit or fabric of a specific item?
Every style shown on our website has its own specific page – just click on an image in, say, dresses and you will be taken through to the page for that dress. On that page, the style overview is provided next to the main image. Greater detail on fit and fabric is provided in a box below the size and colour choice area.
3
How can I tell which size will fit me best?
Our website provides a detailed size guide, which details the main body measurements for each size stocked. This page can be reached by clicking on Size Guide at the bottom of the page. Alternatively, on any specific product page, there is a link to sizing info, which will return details on the specific type of item you are looking at.
4
What credit cards do you accept and is the site secure?
We accept all Visa, Mastercard and Maestro debit & credit cards. We do not accept American Express.
We employ regularly updated encryption technology to make sure your card details remain secure during the transaction. The information needed from your card to complete a transaction includes the main account number of the card, the start and expiry date and the additional CV2 number (the last 3 digits on the reverse of your card). Without all these details it is not possible to authorise a transaction.
We never store your CV2 number. Neither do we store the rest of your card details once the transaction period is complete. The main account number is retained securely and encrypted for a short period, in case we need to refund money to your card following any returns sent back by you.
We will never show your full card details on a despatch note or order confirmation. We show the last 4 numbers of a card so that you can identify which card you used to make the purchase.
Jigsaw also will be introducing ‘MasterCard® SecureCode™’ and ‘Verified By Visa’ to provide our customers with even more faith in the security of our shopping experience. It requires the user to enter their own unique password for their credit card.
To benefit from this service, you will first need to register your password against your card with your issuing bank. For more details, follow this link to the MasterCard® SecureCode™ website or Verified By Visa. Please remember that this password is for you alone to know and use for the protection of your card information. Do not share this information with anyone else.
5
When will you charge me for my items?
We only take payment when we despatch your purchases to you.
6
7
Where does Jigsaw deliver to and how much does it cost?
UK: Jigsaw’s website www.jigsaw-online.com delivers to all areas of the UK including Northern Ireland and all off-shore islands*. Currently, we are not able to ship orders, received through our UK website, internationally.
USA: our customers in the USA are able to make purchases through our American website www.jigsaw-london.com with deliveries being made from within the USA.
EU: we hope that in the near future we will be able to deliver to the rest of the EU, so please keep an eye on our website for delivery option updates.
* Unfortunately, although we currently ship to the Channel Islands, we do not currently offer VAT-reduced prices online. This is a result of the extra cost of administration involved in this process. We hope to be able to offer tax free shopping in the future.
We offer two types of delivery in the UK. Standard delivery (£4.50) should arrive within 2-3 working days. Next Day delivery (£8.00) will arrive the next working day, for orders placed before 2pm.
8
Do I have to sign for my delivery?
For security, all packages despatched will require a signature on receipt. This way you can be sure that they will reach the intended recipient.
9
Does Jigsaw use recyclable materials for their despatch bags?
Yes, our despatch bags are made from recyclable materials. We also operate a “closed loop” recycle policy. The bags are designed to be reused should you need to return anything to us (please see despatch bags for instructions). Once returned, the bag will be recycled.
10
How do I return or exchange unwanted items and how long do I have to do this?
We have tried to make returning items as easy as possible – even the bag we sent your original order in is reusable. Please see our Delivery & Returns page on this site for details. Step by step instructions are also provided on our returns form, which is sent out with any order. You can also take you returns into any of our own stores.
You have 14 days from receipt of your purchases in which to return any items purchased at full price. Reduced price/sale items must be returned within 7 days of receipt. Under the Distant Selling Regulations you also have the right to cancel your order within 7 days of receipt of your purchases. This has to be done in writing – please see our Delivery & Returns page for further details.
11
Where should I send my returns to?
Jigsaw Online
Unit 9
Milland Road Industrial Estate
Milland Road
Neath
SA11 1NJ
12
Why do you not offer free postage & packing (p&p) on delivery or returns?
We may occasionally offer free delivery as part of a promotion and we do offer free p&p when we send out exchange items. We will also always reimburse you (twice the p&p) if you have to return any items which are faulty or items which we have sent you by mistake.
It is worth mentioning that, at the end of the day, postage and packing costs money. A lot of companies that do offer free p&p are often recouping this cost elsewhere (for example in the price of their product).
13
How long will it take for you to refund me, if I return some items?
We start to process returns and refunds as soon as we get them. There is a bit to do at our end – unwrapping everything, checking all the items, checking them against the returns form, retrieving the original order data, processing the return action and contacting your card issuer to complete the refund. We try to get refunds completed within 14 days of receipt of your returned items, but we always say that it may take up to 30 days before a refund appears on your card statement.
14
What are the benefits of setting up a ‘My Account’ on your site?
Creating an account will allow you to:
- enjoy a much quicker checkout when you buy
- save many addresses and just select one when checking out, rather than typing in addresses each time you buy
- track the progress of your orders online (at any time)
- save items to a wishlist as you browse the site and then save the list for another visit
- save the content of your shopping bag, in case you ever have to sign off before finishing your shopping
- update your personal details whenever it suits you (change and edit your name, e-mail, contact number, addresses at any time of day!)
15
If I set up a ‘My Account’ will all my personal information be safe?
We have the utmost respect for the privacy of our online customers and recognise the importance of security. Any information you provide us with will be securely stored and managed appropriately. For full details of how we look after and use your personal details, please refer to our Privacy Policy and our Terms and Conditions.
16
What do I do if I forget my account password?
Don’t worry! Click forgotten password, either here or on the “Log In” page. Simply enter your name and email address and we will email you a new password straight away. Once you log in using this password, you can change it to a more memorable one, which is personal to you. You can change your password at any time in your ‘My Account’
17
What does your newsletter contain?
The content will be different each time we create one, but the type of news it will include will be details of new styles arriving in store or online and any design ideas surrounding them, new product ranges we are launching, events or promotions we are organising in-store or events we are sponsoring externally, new stores which are opening, what the press is saying about us, interesting ‘behind the scenes’ news and, of course, when our sale starts, before it starts!
18
Where is my nearest Jigsaw store?
You can find your nearest store online, by clicking on the word ‘Stores’ at the top right of the screen. This will lead you to our store locator screen. Simply choose the region in which you live (or work) from the first drop down list. Then select the town/city you would prefer to visit. Once you have chosen a store you will be able to see the store’s address and contact details, opening times, a little bit of information about the store itself and an internal or external image.
19
Do you sell gift vouchers online?
Unfortunately, we do not currently sell gift vouchers online.
20
Do you offer a gift wrap service?
We do not offer this service, however all items despatched to you are wrapped in our classic polka dot wrapping paper.
21
Can I return Jigsaw Organics Beauty products for a refund?
No, for reasons of hygiene and safety Jigsaw Organics Beauty products are non returnable.