Naturally, we’ll gladly refund an online purchase that is returned to us within 14 days of receipt, providing of course that it is in a re-saleable condition, including original packaging. However, we do reserve the right to deduct up to 20% off the original selling price from the refund amount if a product is not returned in a fully re-salable condition, including its packaging. In the interest of hygiene, we are unable to offer a refund or exchange on swimwear, lingerie, pierced earrings, cosmetics and fragrances in the situation where your right to cancel does not apply. We will only refund a delivery charge for sending a product to you if it 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 happily refund the delivery charge. Jaeger will pay for the cost of returning a 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. Please note UK Jaeger 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. If you have any questions at all please do not hesitate to contact our expert Customer Service team on +44 (0) 845 0510063 or simply contact us. * 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.
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. It normally takes up to 5 working days from the point of the order being received into our warehouse to the refund being processed. 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.
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.
Yes, online orders can be returned to any UK Jaeger store (excluding Outlets and Concessions) for a refund. Please ensure your return is made within our Returns policy terms and conditions. Purchases returned to one of our stores must be in a re-saleable condition. This includes, where possible, the original packaging. Please do not forget to bring along a copy of your online order form or confirmation email with you, listing the items you would like to return. You will be refunded by your original method of payment, so please present the credit/debit card you used to make the original order. You can also return your online order to Customer Services using the CollectPlus returns service. Please note, this is only available for UK returns.
For your convenience, we operate a CollectPlus service available to all UK customers for returning orders to Jaeger Online free of charge. CollectPlus has over 4,000 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. Alternatively, you can text the word COLLECT and your postcode to 84555*. Returning your order using CollectPlus is simple. Just complete the Online Returns form and attach the CollectPlus label** enclosed in your parcel (UK orders only) and leave it with a checkpoint at a time to suit you. Most CollectPlus stores are open 7 days a week and until late in the evening, making it even more convenient for you. Don’t forget to cover or remove any original delivery labels on the packaging. We wouldn’t want your parcel to get mixed up. You will be given a receipt when you drop off your return parcel, which will allow you to track the progress of your 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 5 working days to be processed. We will send you an email to let you know when we have completed your refund. * Texts from 84555 are free to receive, however texts to 84555 are charged at your standard network rate. ** If you don't have a CollectPlus label in your parcel, one can be downloaded at 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 at your leisure.
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 5 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.
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 5 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.
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 5 working days to be processed and you will receive an email to confirm when the refund is completed.
If you are returning an order, originally delivered to a UK address, but you don't want to use the free returns service then the method and cost of return are the customers responsibility. If you do choose your own method of return it is important you use a postage method that provides tracking for the parcel, so that you can prove when the goods are received back into the Online Returns department. Until the goods are proven to have been received by the Customer Services department they are the responsibility of the sender, and if lost in transit it would be your responsibility to make a claim.