Delivery

Answering your queries on delivery

Why is Next Day delivery and Saturday delivery suspended, and Store delivery delayed?

We have had to make some changes to our delivery service from Wed 22nd Feb until Friday 24th Feb due to our annual distribution centre stocktake. We are sorry for the inconvenience caused, please see below for details:

Next Day Delivery will be suspended after 12 noon on Wed 22nd Feb. If you place your order before 12 noon you will receive your order as normal on Thursday, however after 12 noon the service will not be available until it is reinstated after 12 noon on Friday 24th Feb. If you place your order after 12 noon on Fri 24th Feb using Next day it will be despatched as normal on Mon 27th Feb for delivery on Tuesday.

Saturday Delivery will be suspended after 12 noon on Wed 22nd Feb. If you place your order before 12 noon you will receive your order as normal on Saturday 25th Feb, however after 12 noon the service will not be available until it is reinstated after 12 noon on Friday 24th Feb. If you place your order after 12 noon on Fri 24th Feb using Saturday delivery it will be out for delivery on Saturday 3rd March.

Any orders placed before 1pm on Wed 22nd feb using the free Store Delivery will be delivered as normal within 1-2 working days. However any orders placed after 1pm on Wed 22nd Feb will not be despatched until Mon 27th Feb for delivery on Tuesday or Wednesday. The normal Store delivery service will resume for orders placed after 1pm on Monday 27th Feb.

If you have any questions about these changes please contact Customer Services on 0845 0510063.

What is the UK Standard delivery service?

UK Standard delivery costs £4 ($6 or 4.80 Euros) per order and can be used for any delivery address in the UK, including the Channel Islands, but excluding BFPO and PO box addresses.

You can choose a delivery address that is different to your billing address, and you can have it delivered to a work address if required.

It usually takes 3-5 working days to arrive, please note working days does not include weekends or bank holidays.

What is the UK Next day delivery service?

PLEASE NOTE: Next Day delivery will be suspended from 12 noon on Wed 22nd Feb until after 12 noon on Fri 24th Feb, we apologise for any inconvenience caused.

UK Next Day delivery costs £10 ($15 or 12 Euros) and can be used for most UK addresses, however it is not available for addresses in N.Ireland, Channel Islands, Isle of White, Isle of Man, Northern Scotland and Highlands, or BFPO and PO boxes.

If your order is placed and payment accepted before 12 noon Mon-Thurs then it will be delivered on the following day between 7.30am and 10am. If you place your order after 12 noon it will not be despatched until the following day and delivered on the day after; for example if you order on Mon after 12 noon, the order will be delivered on Wed before 10am. If you place your order on Friday before 12 noon the parcel will be delivered on Mon before 10am.

If you wish for the order to be delivered on a Saturday then please use the Saturday Delivery service, not the Next Day service.

 

To check the availability of Next Day service to your chosen delivery address please call Customer Services on +44 (0) 845 0510063 before you place your order. (Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time)

What is the UK Saturday delivery service?

PLEASE NOTE: Saturday delivery will be suspended from 12 noon on Wed 22nd Feb until after 12 noon on Fri 24th Feb, we apologise for any inconvenience caused.

UK Saturday delivery costs £10 ($15 or 12 Euros) and can be used for most UK addresses, however it is not available for addresses in N.Ireland, Channel Islands, Isle of White, Isle of Man, Northern Scotland and the Highlands, or BFPO and PO Boxes.

To receive a Saturday delivery your order must be placed and payment accepted before 12 noon on the Friday before the Saturday of the delivery. The parcel will normally be delivered between 7.30am and 12 noon on the Saturday.

To check the availability of Saturday service to your chosen delivery address please call Customer Services on +44 (0) 845 0510063 before you place your order.(Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time) 

What is the free UK Store delivery service?

PLEASE NOTE: Orders placed after 1pm on Wed 22nd Feb will take up to 4 working days to be delivered. Normal service will resume for orders placed on Tues 28th Feb onwards.

You can choose to have your order delivered into one of our selected UK Jaeger stores free of charge (excluding concessions and Outlet stores).
Place your order before 1pm and have it delivered to a UK store (selected UK Mainland stores only) usually within 1-2 working days (please note working days does not include weekends or bank holidays).
Orders placed after 1pm will take an extra day to be delivered. Delivery to stores in Scotland and non-Mainland UK may take 1-2 extra days.
Online despatches and delivery to store are only made Monday to Friday, please note we do not deliver on a weekend.

When choosing this service at the checkout please pick the store you require from the drop down list . Please note this service is not available in all stores; the drop down menu gives the full list of stores that take this service.

Once the order arrives in store you will receive an email to confirm it is ready for collection. The store will keep your order for 14 days, and if it isn't collected within that time they will return it to Customer Services.

To collect your parcel you will need to present a copy of your Order Acknowledgement or Order Collection email.

Why can I no longer have my online order delivered to an Outlet store?

Online orders can now only be delivered into a UK Jaeger high street store for collection; we can no longer deliver to any of the Jaeger Outlet stores.

Following the decision to sell only the current season ranges at Jaeger Online, we are now making changes to reflect this in the delivery service by removing the Outlet stores from the store delivery list. Our Outlet store business is focused on high volume sales and in order to deliver the efficient level of service expected by our Outlet customers we are streamlining operations so resources can be focused effectively on the customer visiting the store to purchase.

You can of course still purchase online and instead choose to have your order delivered to a home or work address, or you can have it delivered to a Jaeger high street store where on visiting the store to collect your parcel you can also take time to view the current season collection and get advice from our store team. Please choose your high street store for delivery from the drop down menu during checkout, or choose the DHL Standard, Next Day or Saturday service as required.

How do I know when my order has been shipped?

You will receive a despatch email when your order has been passed to the courier, the email is usually sent after 7pm in the evening.

If you have a UK delivery your order will normally be out for delivery to your chosen address on the following day.

For more rural UK delivery locations, and for Overseas, it may take a few days before the order is out for delivery.

The despatch email will contain the parcel tracking number and an online link which can be used to trace your parcels progress.

If you have chosen a store delivery you will not receive a despatch email, you will only receive an email to advise you when the parcel has arrived and is ready for collection from your chosen store. Please wait for this email to arrive before you visit the store. To collect your parcel you will need to present a copy of your Order Acknowledgement or Order Collection email.

 

How do I track my order?

Orders sent by Standard, Next Day, Saturday, Europe or ROW will have a parcel reference (displayed in the despatch email) which can be used to track your parcel via the link provided in the despatch email.

If you cannot find any information on the tracking website then please call Customer Services on +44 (0) 845 0510063 who can investigate further.(Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time) 

Store orders cannot be tracked by a parcel reference; so if you have not received the collection email within a five days of the despatch email please call Customer Services.

Does the parcel need to be signed for on receipt?

In order to provide a secure service parcels will need to be signed for by someone at the delivery address. If no-one is in the courier may leave the parcel with a neighbour who must also sign for it.

Due to the high value of our goods we do not provide a service that allows for the parcel to be left in a safe place without a signature; unless you have a personal pre-arrangement with your local courier.

Can I get my order delivered to work?

You can have your order delivered to the address of your choice, including a work address. However you should ensure that the work address is accessible to the courier, and be aware that if the parcel is signed for by reception it becomes your responsibility at that time.

I'm afraid that Jaeger cannot be responsible for parcels going missing within your place of work.

Do you deliver to BFPO addresses?

I'm sorry we do not deliver to BFPO addresses.

I live in a very rural location, will this effect my delivery times?

In some rural locations deliveries can take an extra day or two to arrive. If you are concerned about a delay in your delivery then please call Customer Services on +44 (0) 845 0510063 (Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time) or email online@jaeger.co.uk .

What will happen if I'm not in to receive my order?

If there is no-one at your delivery address at the time of the couriers visit then they will leave a card. You can then contact the courier to arrange a re-delivery. If you do not make any contact with the courier then they will attempt to re-deliver at least twice, if unsuccessful the parcel will be returned to the receiver.

Occasionally the courier may deliver to a neighbour if appropriate, and will leave a card at your delivery address to inform you of this, however I'm afraid that we cannot currently add any note to your order specifically requesting a delivery to a neighbour, or to a "safe place".

If you have any queries regarding the delivery of your parcel then please call Customer Services on +44 (0) 845 0510063 (Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time) or email online@jaeger.co.uk .

What do I do if I have received a faulty item, or an item is missing from my order?

If we have been unable to fulfil part of your order then we will attempt to inform you before the order is received, however in case this has not been possible we will instead include an incomplete order form with the rest of your order advising on the missing item.

If you do not have an incomplete form and an item is missing, or you have received a faulty item, then please contact Customer Services to discuss on +44 (0) 845 0510063. (Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time)

The Sale is on, will this delay my order?

During Sale time we endeavour to meet the same delivery timescales as at any other time of the year, however occasionally we experience some surprising sudden increases in volumes of orders that mean we have to reconsider our resources. At these times we will do our best to meet the upper limit of our delivery timescales, but please be prepared for a delivery during Sale to take slightly longer than during normal trading periods.

I have entered the wrong delivery address on my order, what should I do?

Please immediately contact Customer Services on +44 (0) 845 0510063 (Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time) and if the order has not yet been picked it may be possible to change the delivery address.

However if the process of despatch has already begun we may not be able to amend any addresses, therefore please be careful that you enter the full and correct delivery address at the time of purchase.

Our shopping bag process does not automatically check the details you enter therefore it is your responsibility to ensure the address you enter is valid and correct.

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