FAQs

FAQS

contact us

How long will it take to get a response from customer services?

When your email is received by Customer Services we will send you an auto-response that confirms receipt of your message. If you have not received this then your email may have gone undelivered or possibly your email spam filters have blocked the response. Emails are normally responded to within 24 hours, Mon-Sun. If, when you call us, the lines are busy then please leave a voicemail message or request a call back; during our opening hours we will normally respond to these within the same day. Occasionally during sale we take a little longer to respond due to the high volumes of calls and emails we receive.

I'd like to feedback to Jaeger about my experience shopping online and general customer service

Please email us at online@jaeger.co.uk with any online feedback you may have, or email customer.services@jaeger.co.uk for general customer service feedback. We are always happy to hear comments and feedback from our customers.

I'd like to contact a Jaeger store

The store locator provides contact details for all of our stores, including their opening times. Enter the location of the store you wish to contact and you will be given the store details. You can find the store locator here

I'm a member of the press and would like to contact a member of the Jaeger press team

Please contact PR Manager Amy Steadman ‒ amy.steadman@jaeger.co.uk or call on 0203 758 7797. Please note that the Press team aren’t able to respond to general Customer Services or online queries, these must be directed to Customer Services.

Delivery

How do I know when my order has been shipped and how do I track it?

We will send you a dispatch email once your order has been shipped, which will include your parcel tracking number along with an online tracking link. This email will be followed by an SMS and/or email from our courier pre-advising you of your delivery details with a link to their delivery website. The courier delivery website allows you to customise your delivery, specific options are available by country. If you can’t find any information on the tracking website then please call Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, bank holidays 10am-4pm UK time).

Which couriers do you use for delivery?

All international deliveries and most UK delivery options are shipped by DHL. Weekend delivery options (only available in the UK) are delivered by DPD.

Will I be contacted by your courier?

Our courier will pre-advise you of your delivery details via SMS and/or email with a link to their delivery website where you may customise your delivery if required. Please remember to add your mobile number to your order to receive the SMS service. Parcels should be signed for at the delivery address – please be advised that if you authorise the delivery to be left without your signature we will not accept liability for any loss or damage.

Does my parcel need to be signed for on receipt?

In order to provide a secure service, we request that all parcels are signed for at the delivery address. However, you will receive an SMS and/or email from our courier with a link to the delivery website where you may customise your delivery, which includes leaving your parcel with a neighbour or in a safe place. Please be advised that if you authorise the delivery to be left without your signature we will not accept liability for any loss or damage.

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

Our courier will pre-advise you of your delivery details via SMS and/or email with a link to their Delivery Website. If the date is not convenient, there are alternative options you may select to customise your delivery. Please be advised that if you authorise the delivery to be left without your signature we will not accept liability for any loss or damage. If delivery is attempted and no-one is in, a card will be left with a local telephone number and web address to rearrange delivery.

When should I collect my Click & Collect order?

If your order contains more than one item, it is possible that they may not all arrive at your chosen Click & Collect store at the same time, so we suggest waiting until you have received our confirmation that all the items in your order have arrived before you go to collect them.

Will you deliver my order to my place of work?

Your order may be sent to any delivery address of your choosing (with the permission of the recipient address) which is easily accessible for a courier. Please be advised that if you authorise the delivery to be left without your signature we will not accept liability for any loss or damage.

Do you deliver to BFPO and PO Box addresses?

Sorry, we do not deliver to BFPO or PO Box addresses.

Why am I receiving more than one parcel and why doesn’t my parcel have everything I ordered in it?

If you have ordered more than one item, you may receive more than one parcel at different times of the day, even though we do our best to send everything to you together. We’ll send you an email to let you know as soon as each parcel is on its way, which means you may receive multiple shipping confirmation emails from us in addition to communications from our courier. We are working on minimising this. Please rest assured that you will only pay one delivery charge.

My bank has charged me separately for my items is this correct?

On occasion, your bank may charge you separately for each parcel as and when the items are shipped out to you. If you have any queries regarding payment for your order, please contact our Customer Services team on +44 (0) 845 051 0063 who will be delighted to help. .

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 you receive your order. We may try to source a replacement item, which will be sent on to you separately, or it may be necessary to cancel the item. If the item is cancelled you will receive an email to confirm this. If you have a query regarding a missing item or you have received a faulty item, then please contact our Customer Services team +44 (0) 845 051 0063.

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

Please contact our Customer Services team +44 (0) 845 051 0063 – if the order has not yet been picked it may be possible to change the delivery address. However, if the process of dispatch has already begun, we regret that we may not be able to amend the address.

What countries does Jaeger deliver to?

From jaeger.co.uk, we currently deliver to the UK, Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Ireland, Italy, Japan, Jersey, Monaco, Netherlands, New Zealand, Singapore, Slovakia, Spain, Sweden, Switzerland, United Arab Emirates, Unites States of America. From jaegeroutlet.com, we deliver to the UK.

I've selected UK Standard delivery, when will I receive my order?

Your order will be delivered within 3 working days. Please note working days do not include weekends or bank holidays. Post code exclusions apply – please click here to check your postcode.

I’ve selected Next Working Day delivery, when will I receive my order?

Next Working Day delivery is only available in the UK, post code exclusions apply – please click here to check your postcode. If you have selected Next Working Day Delivery for your order and placed your order before 6pm Monday to Thursday, it will arrive the following working day between 8am-6pm. Orders placed on Friday and up until 6pm Saturday will be delivered on Monday, excluding bank holidays. All orders placed after 6pm on Saturday (including Sunday) will be delivered the following Tuesday. Please note working days do not include weekends or bank holidays.

I’ve selected a Weekend delivery when will I receive my order?

Weekend delivery is only available in the UK, postcode exclusions apply – please click here to check your postcode. If you have selected a Weekend Delivery option for your order and placed your order up until 3pm Friday, your order will be delivered that weekend, orders placed after this time will be delivered the following weekend. Unless pre-midday is specified, your order will be delivered between 8am-6pm. You will be pre-advised of your 1-hour delivery slot by your courier on all weekend deliveries.

I've selected Mainland Europe Standard delivery, when will I receive my order?

Your order will be delivered within 5 working days. Delivery to Switzerland, Greece, Finland and Slovakia may take up to 10 working days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or bank holidays.

I've selected Rest of the World Standard delivery, when will I receive my order?

Your order will be delivered within 5 working days. Delivery to New Zealand may take up to 10 working days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or bank holidays.

Will I be charged for Customs Duties or Taxes on international deliveries?

The value of the goods ordered is inclusive of VAT, we regret that we cannot refund any VAT charges. All Customs Duties or Taxes imposed on your order by the respective country of destination are the responsibility solely of the recipient and are not included in the price displayed on the website – regrettably we cannot assist in this process.

returns

Are online returns free?

UK returns on full price items are free when using Collect Plus, we regret that international returns are not free ‒ please see our Non-UK Returns FAQ for details. You may still use the Collect Plus return service for reduced price items but a charge of £3.95 will be deducted from your final refund. The paperwork included with your order has full returns instructions to assist you.

How do I return items that arrived separately?

If you wish to return any items, you may send them back in one box/bag even if they arrived separately, as long as they are from the same order. Please just remember to include all the paperwork for each item in the box/bag.

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

We will normally process a refund within 5 days of receipt of an item, or evidence of return at our Distribution Centre Online Returns team. On receipt of your returned item and accompanying paperwork, we will check to ensure compliance with our returns policy. Once the refund has been completed, you will receive an email to confirm the item has been returned and the value of your refund. This email is sent automatically to the email address supplied as part of your original order. Please be aware that credit/debit card refunds may take up to 7 working days for the funds to show as a credit in your account.

What are my cancellation rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“the Regulations”)?

You are entitled under the Regulations act to cancel your order within 14 working days, this 14 day period will begin from the day after you received your ordered item. If your item is returned within 14 days you will receive a refund of the purchase price and delivery charges paid for the item ordered. Please note that your right to cancel and return the item ordered does NOT apply to items which fall into the following categories unless faulty: swimwear, lingerie (where hygiene seals have been removed) and pierced earrings.

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

If you are returning an order originally delivered to a non-UK address, the method and cost of return are your responsibility and at your discretion. We recommend that you choose a postage method that provides you with tracking for your parcel, to enable you to evidence receipt back at our Distribution Centre Online Returns team. Until the parcel is proven to have been received by our Distribution Centre Online Returns team, the parcel remains your responsibility and in the unfortunate situation of a 'Lost in Transit', it would be your responsibility to make a claim on your chosen courier. In the case of an unwanted item returned for a refund, we will refund the price paid for the item but not any Customs Duties or Taxes.

How can I return my order if I don't want to use the free UK returns label?

If you are returning an order originally delivered to a UK address but you do not wish to use the free returns service, then the method and cost of return are your responsibility and at your discretion. We recommend that if you do choose your own method of return, it is important you use a postage method that provides you with tracking for your parcel, to enable you to evidence receipt back at our Distribution Centre Online Returns team. Until the parcel is proven to have been received by our Distribution Centre Online Returns team, the parcel remains your responsibility and in the unfortunate situation of a 'Lost in Transit', it would be your responsibility to make a claim on your chosen courier.

How do I return an item I paid for using PayPal?

If you originally used PayPal, then you may return your order as normal to the Distribution Centre Online Returns team and the refund will be made directly against your PayPal account. If you return your order to a Jaeger store, the store will be able to process a refund back onto your PayPal account, this may take an extra few days for the refund to be completed.

How do I receive a refund if I used a gift card to make my purchase (online and in-store)?

You will be refunded to your original payment method, if you have used a gift card the value will be added back onto your original gift card for you to be able to spend at a later date. Please retain your gift card after using it online in case a refund may be required.

shopping

I've placed an order, but now you have reduced the items further. What can I do?

Unfortunately, we cannot agree to price match items that have subsequently gone down in price after the purchase was made online or in-store. When purchasing an item in the sale, there is always the possibility that it could be subject to further mark downs.

Do I need to register to shop online?

You do not have to register your details online in order to shop. You can use our Guest Checkout if you prefer, although you will still need an email address. However, if you want shop with Jaeger again in the future it is a really quick and easy process to register, and your details will be saved for speedier shopping next time. Simply go to Guest Checkout, complete your order and enter a password to save your details for next time.

How can I change my details?

Once you have registered with us you can amend your details (address, contact information, etc.) by going to the My Account section.

How do I know which size I should order?

You can use our Size Guide or, for more advice, you can use the Size & Fit tab on the relevant product pages. You can also call our Customer Services team on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) if you require further information and help.

How do I find product information about the item I wish to buy?

On every product page you will find advice and information about the item you wish to purchase, which includes descriptions, fabric and fit details, and styling advice.

What can I do if the item is out of stock?

Online stock moves very quickly and it may be that something is out of stock one day, but back in stock on the following day, so it is worthwhile keeping an eye on the website regularly. If an item is out of stock you may be able to use the “Email me when in stock” option on the product page to receive an alert. This will email you as soon as a single unit of the item is returned to stock. You can also call Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) who can advise if there are further deliveries expected or alternatively, which of our Jaeger stores might have the item in stock.

How do I pay for my order?

You can pay for your order using a credit or debit card. For sterling purchases we accept Visa, Visa Delta/Electron, MasterCard, Maestro, American Express, Solo, and JCB. We also accept PayPal. We do not accept Laser or Diners card. You can also use a Jaeger gift card, loyalty voucher, credit note or goodwill voucher online. When using credit notes and goodwill vouchers online, the full face value must be redeemed in a single transaction – no further vouchers can be issued in change. We cannot accept paper gift vouchers for online purchases. Payments are taken through datacash ‒ a secure payment site ‒ and are reviewed by our security teams for the protection of our customers. You may be asked to enter further security information by your card provider for Verified by Visa or MasterCard SecureCode. If you have any queries about this, please contact your card provider.

What credit or debit cards can I use online?

For Sterling purchases we accept Visa, Visa Delta/Electron, MasterCard, Maestro, American Express, Solo, and JCB. We also accept PayPal. We do not accept the Laser or Diners card.

Is my payment online secure?

We use a secure payment website called datacash for your transaction, and do not have visibility of your specific card numbers. All orders are also reviewed by our fraud team who will challenge an order if it doesn't meet our security criteria. We also have the extra security measures provided by VerifiedbyVisa and MasterCard SecureCode, which require you to enter a passcode already set up by you with your card provider. If you have any queries regarding VerifiedbyVisa or MasterCard SecureCode then you should contact your card provider.

Can I claim back my VAT when I shop online?

We do not have the facility for VAT free shopping online, and cannot refund any VAT for orders delivered to the Channel Islands or outside of the EU. The price you see on the website is the price you will be charged.

When do I get charged for my order?

You are charged once your order has been dispatched, and the amount will be confirmed in your Order Acknowledgement email.

Do I get an email confirming my order?

As soon as your order details have been received you will be sent an Order Acknowledgement email to confirm the items ordered and your delivery details. If you have not received this within 48 hours of your order being placed then please contact Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time). We will send you a dispatch email once your order has been shipped, which will include your parcel tracking number and an online tracking link. This email will be followed by an SMS and/or email from our courier pre-advising you of your delivery date with a link to the DHL On Demand Delivery website. Here, you can customise your UK delivery.

How do I use my promotional codes?

If you have a promotional code you can enter it on the Payment page in the box next to where you enter your credit card/payment details. If the code has not made a change to your order then it may be because the promo code is not valid for the items in your basket. If you have any queries then please call Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time).

How do I use my gift card?

To use a Jaeger gift card online you should enter the gift card number and the value you wish to spend in the relevant section on the payment page. You do not need to enter the £ sign for the value, and when using the Black Jaeger gift card you can choose to use the whole amount or a part of the value on the gift card. Promotional gift cards may need redeeming all in one transaction; refer to the specific T&Cs for this information.

Is it possible to change my order after it's been acknowledged?

Once your order has been acknowledged it is not possible to change the items on the order. If you have ordered an incorrect size or style then you should contact Customer Services immediately to cancel the order and request a refund. If the order has been acknowledged but not yet dispatched then it may be possible to change the delivery address, but you will need to contact Customer Services to discuss.

How do I cancel my order under the consumer contracts (information, cancellation and additional charges) regulations 2013 (“the Regulations”)?

Under these regulations your right to cancel an order starts from the point you place your order and doesn't end until 14 days from the day you receive your goods (these 14 days start on the day after the order is received). In order to exercise this right you must inform us in writing of your wish to cancel within these 14 days. This should be in the form of a letter or an email. We will do our best to stop a cancelled order being dispatched if possible; however, sometimes we are unable to stop the dispatch process in time. If you have already received the goods then you should return them to us for a refund. Depending on where the order is being returned from you may be required to pay for the cost of the return. On return, the goods will be reviewed and if they are in their original condition a full refund will be made ‒ please refer to our Returns Policy and Returns Process.

How can I buy a gift card?

To purchase a Jaeger Gift card you can either call Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) or visit one of our UK Jaeger stores. Gift cards can be purchased online for the following amounts: £25, £50, £100, £150, and £200. Gift cards cannot currently be purchased in Jaeger concessions, and can only be sold in £ Sterling.

Who can I contact if I need help with my order?

If you require help with your order then please call one of our Customer Services advisors on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) or you can email us at online@jaeger.co.uk.

express checkout

What is Express Checkout?

All of our registered users can now make purchases at the click of a button with our Express Checkout. Your default delivery and payment details will automatically be selected in the Checkout, so that you don’t have to fill in your information every time you shop with us. However, if any of the mandatory fields are missing, you may need to go through the full checkout process once in order to save these. You will then be eligible for Express Checkout on your next visit.


If you would like to change any of your details, they can be edited by signing into your My Account page. Your default address can be set in your Address Book and your default credit or debit card can be saved on the Payment Details page.

stores

How do I find my nearest store?

You can use our store finder to locate your nearest Jaeger store here

I'd like to phone a Jaeger store.

The store finder provides contact details for all of our stores, including their opening times. Select the location of the store you wish to contact and you will be given the store details.

How can I find out when a Jaeger store is open?

The store finder provides contact details for all of our stores, including their opening times. Simply select the location of the store you wish to contact.

Can I pay with a China Unionpay (CUP) Card in a Jaeger store?

Jaeger currently has three stores which can accept China Unionpay Cards as a method of payment. The stores are: Jaeger Designer Outlet in Bicester Village, Jaeger Oxford & Jaeger Cambridge.

What is a Jaeger concession?

Jaeger concessions are small Jaeger departments within a host store, such as House of Fraser or John Lewis. These are normally manned by Jaeger staff (except in the case of John Lewis), but will have different promotions to the Jaeger freestanding stores, and will often participate in the host store promotional schedules. The stores use the host store till systems so sometimes there will be restrictions on using Jaeger gift cards or vouchers. If you have any queries, please contact the concession (find their details in the Store Locator) or Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time).

What is a Jaeger Outlet?

The Jaeger Outlet stores and website sell a range of men's and women's clothing including accessories, previously sold in our Jaeger freestanding stores and online. These products are priced at a minimum of 30% below the price they were retailed at our Jaeger stores and website. The Outlet stores also stock special buy ranges, which have been specifically designed and manufactured for the Jaeger Outlet stores to enhance the range and complement the previous season’s Jaeger stock.

What is the returns policy in a Jaeger store or concession?

You have 28 days in which to return items bought in a Jaeger store. The goods must be in a resalable condition and you must have your receipt to receive a refund. If you do not have a receipt then you will not be entitled to a refund, unless the goods are being returned within the faulty goods policy (which has different terms and conditions, see the store for details). Please note that items bought in an Outlet store cannot be returned to a Jaeger freestanding store and vice versa. Also, Jaeger concessions operate a returns policy in line with their host store, so for further details please contact the relevant concession.

loyalty

What is the Jaeger loyalty card?

The Jaeger loyalty card rewards you generously for your custom ‒ whether you shop in our stores or online. Every time your spend reaches one of the reward value thresholds, over one reward period, you will earn a reward value to spend in-store or online and there is no limit to the rewards you can earn. In addition, the Jaeger loyalty card recognises your valued custom by offering you a range of exclusive privileges, including; invitations to exclusive events, sale previews, early notice of new collections, free length alterations (available at freestanding stores only) on full price suits (waist bands, cuffs and hems only), jackets (cuffs only), trousers, skirts and dresses (hems only), and exclusive promotions on the pieces you love.

How much do I have to spend to qualify for a loyalty reward value?

Every time your spend reaches one of the following thresholds (over one reward period) you will receive a reward value, which is redeemable in-store* and online at jaeger.co.uk. Your spend/reward breakdown: £150 = £20, £300 = £30, £450 = £40, £600 = £50, £750 = £60, £900 = £70. The thresholds continue without an upper limit at increments of £150 with an extra £10 reward value added for each £150 spend. If you haven’t reached the minimum £150 spend within the reward period (3 or 6 months depending on tier level), the spend will be carried over to the next period. However, your spend can only be carried over for a period of 12 months in total. If, after this period, a reward value has not been earned then the spend will reset to zero.

How are customers allocated to a membership tier?

Tiers are reviewed annually (currently in August) and you will automatically be allocated to the relevant tier based on your spend over the previous 12 month reward period. Where applicable, a new loyalty card will be issued by post along with a letter updating you on your membership status for the forthcoming year. New cards are not issued if you remain within Black tier membership, however, you will receive a letter confirming your Black tier membership. Please provide an up-to-date and valid postal address in order to ensure you receive tier membership communications.

How can I check my loyalty card membership tier?

You can check your membership tier level by calling Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) or by providing your name and loyalty card number when visiting your local store.

If I spend over £500 in my first loyalty card transaction can I access Silver benefits straight away?

All customers start as Black tier members and have instant access to all Black tier benefits, however, Silver and Gold tier benefits can only be accessed following the annual review.

How often do I receive loyalty reward values?

Reward values for Black and Silver members are calculated over a six month reward period and issued twice a year (usually in February and August). Gold card member rewards are calculated over a three month reward period and issued quarterly.

How can I apply for a Jaeger loyalty card?

You can apply for a loyalty card at any UK Jaeger store or concession (excluding John Lewis and Boundary Mills Outlet store) or online at jaeger.co.uk during the online checkout process. Simply tick the sign up box when prompted. Keep this eight digit number safe and enter it on any purchases you make whilst awaiting your permanent loyalty card. If you apply as part of the online checkout, your first purchase will automatically earn rewards. Once you have received your physical loyalty card, please present it every time you shop in a store or enter the number at online checkout. Your loyalty card number can be saved in your online account so that you won’t have to enter it every time you shop with us.

Can I earn loyalty rewards in all Jaeger stores?

You can earn loyalty rewards on purchases in any UK Jaeger free standing store (excluding Outlet, John Lewis concessions and Boundary Mills Outlet) and online at jaeger.co.uk. You can’t currently earn rewards on purchases in non-UK stores.

Where can I redeem my reward values?

Reward values can be redeemed on full price purchases at UK Jaeger stores, selected UK Jaeger concessions or online at jaeger.co.uk. Reward values cannot be redeemed at Jaeger Outlet stores, House of Fraser, John Lewis or jaegeroutlet.com. Reward values cannot be redeemed on the following transactions: (a) the purchase of Jaeger gift cards; (b) delivery charges; (c) payments in respect of clothing alterations; (d) purchases of Jaeger products from non-UK stores (f) purchases of non-Jaeger product. Jaeger reserves the right to change these exclusions from time to time upon giving reasonable notice of such changes to you.

What happens if I use my reward value to buy something that is cheaper than the reward value?

The leftover value will remain on your loyalty card, but must be used before the expiry date.

How can I manage my rewards?

To manage your rewards call Customer Services on +44 (0) 845 051 0063 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) or by providing your name and loyalty card number when visiting your local store.

How do I earn loyalty rewards on my online purchases?

If you have a Jaeger loyalty card you can earn rewards on your online purchases simply by entering your eight digit loyalty card number in the relevant box during your checkout process. This number can be found on your loyalty card, and can be saved in your online account so that you don’t have to enter it every time you shop with us.

How do I use my loyalty reward value online?

Simply enter the 10 digit number (displayed below the barcode on your reward value) into the reward value box on the Payment Options page and click apply. This will allow you to confirm the reward value, which will then be deducted from the total. You can complete the purchase using another method of payment if the reward value doesn’t cover the balance.

Who can I contact with a query about my loyalty card?

If you have any queries regarding your Jaeger loyalty card, please call Customer Services on +44 (0) 845 5210496 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time) or email us at loyalty.card@jaeger.co.uk.

What can I do if my reward value has expired?

Loyalty reward values have a limited expiry date, which is printed on the reward value email. If the reward value has expired it cannot be renewed.

How long should it take to receive my Jaeger loyalty card?

If you signed up online, your card should arrive within one week of the date you applied. If you haven't received your card within two weeks of applying then please call Customer Services on +44 (0) 845 5210496 (Monday-Saturday 9am-6pm, Sunday 11am-5pm, Bank Holidays 10am-4pm UK time). If you signed up in-store, you will receive your card immediately upon completion of your application.

What are the Terms and Conditions of the loyalty card?

You can find all the Terms & Conditions related to your loyalty card (including Store, VIP and Staff) here.

I am a Silver/Gold loyalty card member, how do I access my Free UK Next Day delivery benefits?

As a Silver loyalty card member you can enjoy Free UK Next Day delivery up to four times a year on any full price purchases. Simply log into your online account to access your exclusive code. If you’re unsure how many times you’ve used the code, simply check your order history to see if you have any uses remaining. You can choose which four occasions you use this offer so that it’s convenient for you. As a Gold loyalty card member you can enjoy unlimited Free UK Next Day delivery on any full price purchases, however, if you are an international customer you will be offered Free Standard International delivery as an alternative. Simply log in and every time you order, delivery will be free of charge.

Can Silver and Gold loyalty card customers use the Free Next Day delivery on in-store multi-channel orders?

No, the Free UK Next Day delivery is only valid on online orders placed at jaeger.co.uk

How do I redeem my choice of Silver/Gold discount days?

Gold and Silver loyalty card members will be sent one discount voucher twice a year at the beginning of each season (either 10% or 20% depending on their tier membership). You can then choose to use the voucher when purchasing full price product on any day over the 6 month period. Valid for one transaction only. To redeem in store, please present your Gold or Silver loyalty card and discount voucher at the till point. To redeem online, please log into your online account and enter the promotional code printed on the back of the voucher at the online checkout. For full Terms and Conditions see www.jaeger.co.uk/promotcs.

Can Silver and Gold customers use their discount day vouchers on sale product?

No, the choice of discount day promotion is only valid on full-priced purchases in Jaeger freestanding stores, SIS (excluding JLP) and online at jaeger.co.uk. Not valid in Outlet stores or the Jaeger Outlet website.

What can I do if I have lost my discount day voucher?

Please contact Customer Services on 0845 521 0496.

I am a Gold card customer, how can I book a personal shopping appointment?

Gold loyalty card customers must book their personal shopping appointments at least 48 hours in advance by telephoning their local store*. *Personal shopping is only available in selected freestanding stores; customers can refer to the online store finder to see if this service is available at their nearest store. Appointments are for a maximum of two hours and must be within standard store opening hours.

What stores offer personal shopping appointments for Gold card customers?

Personal shopping is available at the following selected freestanding stores: Amersham, Belfast, Beverley, Brighton, Cambridge, Chelsea, Chichester, Guildford, Harrogate, Henley, Nottingham, Oxford, Ringwood, Shrewsbury, Southport, Stamford, Stratford upon Avon, Truro, Weybridge, Wilmslow, Winchester, Bluewater, Brent Cross, Chester, Edinburgh, Windsor, Canary Wharf Men’s, Canary Wharf Women’s, and Lymington.

I have qualified as a Silver/Gold loyalty card customer but I do not want to use a Silver/Gold card

You are free to continue to use your existing Black loyalty card if you would prefer not to show a Silver or Gold card.

How can I stop Jaeger emails going into my spam or junk folder?

Please add info@jaeger-email.co.uk to your Address Book or Safe Senders List. Please see below for instructions for some of the most commonly used ISPs: Hotmail/MSN mail 1. Sign in and click ‘Options' in the top right of your screen. 2. On the left side of the page, click 'Safe and blocked senders', which is under the 'Junk email' section. 3. Click on 'Safe senders'. 4. Add the address or domain name and click ‘Add to list'. Gmail 1. From your Gmail inbox, open the email you have received 2. Click on the arrow next to the reply button on the top right hand corner of the email 3. From the drop down menu, click on "Add sender to contacts" Yahoo Mail 1. Click on 'Contacts' in the menu on the left of the page 2. Click 'Add contacts' 3. Add Name and email address 4. Save contact details . For AOL To add our email address to your Address Book or Custom Sender List: *AOL9.0: 1. Click the "Spam Controls" link (lower right area of your inbox). 2. When the "Mail & Spam Controls" box appears, click "Custom sender list". 3. Choose "allow email from" option 4. Add the domain info@email-jaeger.co.uk 5. Click "Add", then "Save". *AOL 7 & 8: 1. Go to Keyword Mail Controls. 2. Select the screen name you are using to receive email. 3. Click "Customize Mail Controls For This Screen Name." 4a. For AOL version 7.0: In the section for "exclusion and inclusion parameters", include the following domain: * info@email-jaeger.co.uk 4b. For AOL version 8.0: Select "Allow email from all AOL members, email addresses and domains." 5. Click on "Next" until the "Save" button shows up at the bottom. 6. Click "Save." To make sure you can see emails as they were intended to be seen (including images) in Outlook 2007, add our email address to your address book and safe sender list. To add our email address to your address book: 1. Right click on the "From Sender" email address 2. Choose "Add To Outlook Contacts". To make sure you can see emails as they were intended to be seen (including images) in Outlook 2003, add our email address to your address book and safe sender list. To add our email address to your address book: 1. Right click on the email subject line. 2. Choose "Add Sender To Address Book".

general

When do the changes that affect how many points I earn come into effect?

From 16th July 2015, you will no longer be able to earn points on your purchases made in Jaeger Outlet stores and Jaegeroutlet.com. However, you can continue to enjoy earning points on all purchases made in Jaeger full price freestanding stores, selected concessions and at jaeger.co.uk.

Why are you removing the reward benefit from Outlet?

We have already begun making improvements in both the breadth of our collections and the quality of fabrics. The changes we are introducing will enable us to bring further enhancements and innovation to our ranges, whilst continuing to offer outstanding value to our customers.

I only ever shop in Outlet (or the majority of my purchases are in outlet) ‒ does this mean i won’t be able to earn as much reward value to redeem each season?

The changes to the scheme mean that from 16th July 2015, you will no longer be able to earn points on your purchases made in Jaeger Outlet stores and Jaegeroutlet.com. However, you can continue to enjoy earning points on all purchases made in Jaeger full price freestanding stores, selected concessions and at jaeger.co.uk.

Do these changes apply to Jaeger Outlet online as well as in store?

Yes, these changes apply to both Jaeger Outlet online at Jaegeroutlet.com, as well as all Jaeger Outlet stores.

From the 16th July should I still ask for my loyalty number to be scanned in outlets?

In our full price freestanding stores and online at Jaeger.co.uk, your Loyalty account will remain active and you can continue to earn points on transactions. From 16th July in Outlet stores and online at Jaegeroutlet.com, use of your Loyalty card will cease and your existing Loyalty card number will become your unique Outlet customer number ‒ the store sales associates will request your postcode to apply your transactions. We encourage you to update your customer details in-store or via Customer Services to ensure that we have the correct email and postal address. This will allow us to continue to register your purchases against your unique Outlet customer number, as well as provide you with excellent customer service and communicate effectively with you.

I want to be removed from the Jaeger Loyalty Programme. Who should i speak to about this?

We are not discontinuing the Jaeger Loyalty Scheme as customers are still able to earn points when shopping in Jaeger full price freestanding stores and online at www.jaeger.co.uk. Please keep your existing Loyalty card as we can use it to continue to identify you as a customer when you purchase and have a better understanding of which products you like. However, if for any reason you wish to be removed from the scheme, you will need to contact loyalty.card@jaeger.co.uk or the Customer Services team on +44 (0) 845 051 0063 who will assist you in closing your Loyalty account.

Will there be any exceptions for Gold card customers when shopping in outlets?

Unfortunately there are no exceptions to this for Gold card customers. However, customers can continue to earn points in our Jaeger full price freestanding stores and online at Jaeger.co.uk.

Why are new customers not able to join the programme in outlet?

We are currently reviewing the benefits we offer as part of the existing Jaeger Loyalty programme. This scheme is now closed to new applications in Jaeger Outlet, but you can still join Loyalty in our full price freestanding stores or at jaeger.co.uk. You also have the option to join our mailing list in Outlet stores, so we can keep you updated with new product arrivals, special offers and services, as well as exclusive events. One of our sales associates will take your details in-store or you can create an online account at Jaegeroutlet.com.

I am an existing Jaeger loyalty member. Can i still receive the same benefits?

Yes, all the benefits you signed up for on the existing Loyalty programme are still available to you, with the exception of the Jaeger Outlet points accrual and redemption changes outlined above.

Will Jaeger be discontinuing the current loyalty programme and when?

Jaeger is currently reviewing the Jaeger Loyalty Programme to ensure that we are providing our customers with an exceptional scheme. The scheme is now closed to new applications in Jaeger Outlet stores, but you can join our mailing list to stay updated with new product arrivals, special offers and services, as well as exclusive events.

When will you have a new programme I can sign up to?

As above, the Jaeger Loyalty Programme is closed to new applications in Outlet stores. However, you can sign up to our mailing list to stay updated with new product arrivals, special offers and services, as well as exclusive events.

How do I sign up to the Jaeger mailing list?

You can either speak to one of our Sales associates in-store, opt-in when you create an online account, or select “Newsletter sign up” on Jaeger.co.uk or Jaegeroutlet.com.

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