Returns

Answering your queries on returns

What is the Online returns policy?

If you are unhappy with your Online purchase we will refund a product that is returned to us within 14 days of receipt, providing it is in a re-saleable condition.

In the interest of hygiene, we are unable to offer a refund or exchange on swimwear, lingerie, pierced earrings, cosmetics and fragrances in the situations where your right to cancel does not apply.

If we find the product has not been returned to us in a fully re-saleable condition, including its packaging, we reserve the right to refuse a refund for the product, or deduct up to 20% off the original selling price from the refund amount.

We will only refund a delivery charge for the sending of the product to you if the product is damaged, faulty or does not match your order. However, if you exercise your right to cancel your order (under the Distance Selling Regulations) within 7 working days, we will refund the delivery charge. Please note this only applies to cancellation of the complete order; a return of part of your order will not result in the delivery charge refunded.

In the case of unwanted goods being returned; we will not refund any duties or taxes that were imposed when delivered to the recipient.

We will pay for the cost of returning the product to us when the original order was delivered to a UK address (excluding Channel Islands). Where products were delivered to addresses outside of the UK and to the Channel Islands, the cost of returning the product to us is the responsibility of the original recipient of the order.

Purchases made via this website can be refunded at selected UK Jaeger stores (excluding Jaeger Outlets and Concessions), or they can be returned to Customer Services to be refunded. Online orders cannot be refunded in a Jaeger Outlet store or Concession. Please note UK stores can only refund an order if it was originally purchased online in Sterling; they cannot refund orders that were purchased in Dollars or Euros. Orders placed in Dollars or Euros can only be refunded by Customer Services.

Products should be returned in their original packaging. If you do not have this packaging, please contact Customer Services on +44 (0) 845 0510063. (Mon-Fri 9am-5.30pm, Sat 10am-2pm UK time)

How long does it take for my Online order to be refunded?

Once the order has been returned to our warehouse it is processed and checked by the Online team and then the refund can be completed. Currently this complete process is taking approximately 5 days from the point of the order being received into our warehouse.

When the refund has been completed you will receive an email to confirm the goods have been returned and the value of the refund. This email is sent automatically to the email address supplied as part of your original order.

What is my cancellation right under the Distance Selling Regulations?

You are entitled, under the Distance Selling Regulations, to cancel your order within 7 working days beginning on the day after you received the products ordered.  In this case, you will receive a refund of the purchase price and delivery charges paid for the products ordered.

This right to cancel and refund of delivery charges only applies if you are returning the complete order, if you only return part of the order you will not be liable for a delivery charge refund.

Please note that your right to cancel and return the products ordered does NOT apply to products which fall into the following categories (unless they are faulty): swimwear, lingerie (where hygiene seals have been removed), pierced earrings (where hygiene studs have been removed) and cosmetics or fragrances which have been opened or used.

If you wish to exercise your right to cancel after the products you ordered have been despatched, please follow the procedure set out in the Returns Process, as explained on your Order letter and in the Help Centre.

How do I return an order that was originally delivered to a UK address (excluding Channel Islands)?

If your original order was delivered to a UK address (excluding Channel Islands) then you can use the following procedure for the return:

If you want to return any products pursuant to our Returns Policy, please use the returns paperwork included with your order.
 

The returns paperwork included with your order explains how to send items back to the Online Returns department for a refund using CollectPlus, or you can take your order to your nearest UK Jaeger store (excluding Jaeger Outlet stores and Concessions) who can refund or exchange the product.
 

When returning goods Customer Services or the Jaeger store team will review the condition of the product/s before deciding in accordance with our returns policy whether to process the refund.

If the goods are returned to Customer Services the refund will normally be processed within 7 working days of the goods being received back. When processing a refund for returned goods at Customer Services, we will refund by the original method of payment and you will receive an email confirming the refund amount. If we decide not to process a refund you will be contacted by Customer Services. If you paid by credit/debit card please be aware that it can take up to 7 working days for the funds to show as a credit in your account.

If the goods are returned to a UK Jaeger store (excluding Jaeger Outlet store and Concessions) for refund the store will only refund by the original method of payment and you will receive a receipt once the refund has been completed. Please note UK stores can only refund an order if it was originally purchased online in Sterling; they cannot refund orders that were purchased in Dollars or Euros. Orders placed in Dollars or Euros can only be refunded by Customer Services.
 

How do I return an order that was originally delivered to a non-UK address (incl Channel Islands)?

If your original order was delivered to a non-UK address (including Channel Islands) then you can use the following procedure for the return:

If you want to return any products pursuant to our returns policy, please use the returns paperwork included with your order.

You will be required to pay for the return of the goods, and should choose a method of return that is secure and can be tracked. The products ordered by you will be at your risk from the time of despatch until they are proven to have been received into Customer Services.

Once the returned goods have been received by Customer Services we will review their condition before deciding in accordance with our returns policy whether to process the refund.

Refunds are normally processed within 7-10 working days of the goods being received back into Customer Services.

In the case of unwanted goods returned for a refund; we will refund the price paid for the goods but not any duties or taxes.

When processing a refund for returned goods, we will refund by the original method of payment and you will receive an email confirming the refund amount.

If we decide not to process any refund you will be contacted by Customer Services.

If you paid by credit/debit card please be aware that it can take up to 7 working days for the funds to show as a credit in your account.

I have a Yodel return label in my parcel, how do I use it to return my Online order?

If you have a Yodel returns label included in your Online parcel then you can return your order using the following process:

Repackage your parcel, including the completed returns form, and place the Yodel label provided on the outside.

Call Yodel on 0844 248 0555 to arrange a collection. Choose the option for an authorised return and quote your returns label number (the JD number found on the Yodel sticker).

Please note: You will not require an account number to book a collection because you have an authorised returns label.

Please keep a copy of the returns label JD number as it can be used to track your parcel in case it gets lost in transit on its way back to Jaeger.

A Yodel courier will call to collect your parcel from a home or business address; someone must be present to hand over your parcel to the courier.

The address for returns is Jaeger Online Returns, Lubeck Road, North Lynn Ind Estate, Kings Lynn, Norfolk, PE30 2JE.

Orders must be returned within 14 days of receipt of the original order. Once received back into Online returns it can take up to 7 days to be processed and you will receive an email to confirm when the refund is completed.

What is the CollectPlus returns service?

CollectPlus can be used by UK customers for returning their order to Jaeger Online free of charge. Collectplus has over 4000 drop points in the UK located in local supermarkets, corner shops and newsagents; you can find your nearest drop point by visiting www.collectplus.co.uk/storefinder   and entering your postcode. You can also text the word COLLECT and your postcode to 84555. Texts from 84555 are free to receive, texts to 84555 are charged at your standard network rate.

Most of these stores are open 7 days a week and until late in the evening which makes it even more convenient for you to drop off your parcel at a time that suits you.

To return your online order you should complete the Online Returns form and attach the CollectPlus label enclosed in your parcel (UK orders only). Please make sure you cover or remove any original delivery labels on the packaging.

If you don't have a CollectPlus label in your parcel you can download one by going towww.collectplus.co.uk/jaeger . You'll need to enter your email address and accept the T&Cs, then click on Proceed to be emailed a returns label that you can print off for use.
When you drop your return parcel off at the CollectPlus store you will be given a reciept and tracking number for the return. The parcel can be tracked by going to www.collectplus.co.uk/track  .

CollectPlus will then deliver your returned parcel to Jaeger Online returns within the next few days. Once the parcel is received by the Online Returns department it can take up to 7 days to be processed and you will receive an email when the refund is completed.
 

I've lost the CollectPlus returns label (UK returns only), how do I print another label?

If you have lost your CollectPlus label you can download one by going to www.collectplus.co.uk/jaeger . You'll need to enter your email address and accept the T&Cs, then click on Proceed to be emailed a returns label that you can print off for use. Or after entering your email you can download a printable version of the label from the CollectPlus website.

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