Contact Us

Call

To speak to the Jaeger customer service team, please call us on (+44) 02920 101 432.

Email

To contact us via email, please send your enquiry to: customer.services@jaeger.co.uk

Customer Service Opening Hours

Monday - Saturday 09:00am - 5:30pm (GMT)
Sunday and selected bank holidays 11:00am - 5:00pm (GMT)

Press

To contact the press office, please send your enquiry to: press.office@jaeger.co.uk. Please note that customer service enquiries cannot be responded to by the press team and must go through the customer service team.

Returns

Returns

If for any reason you are not completely happy with your purchase, you may request for a refund or exchange an item for up to 30 days.

Return Conditions

Upon returning an item back to Jaeger, the conditions of the item will be reviewed in accordance with our returns policy before deciding whether a refund can be processed.

To be eligible for a refund or exchange, all goods must be:

  1. Unworn
  2. In the original condition
  3. In the original packaging

Please note any returns that do not match the above conditions are unable to be refunded or exchanged.

In the interest of hygiene, pierced earrings cannot be returned or exchanged.

Free UK Returns By Post

Jaeger offers free returns by post for customers within the UK.

Returns are free via your local post office. To return an item, please check your items match the return conditions and complete the paperwork provided in your order. The papaerwork must be sent back with your return parcel so your return can be successfully processed by the customer service team.

At your local post office, please use the free of charge returns label enclosed in your order and send your return.

If your label is misplaced, you can address your parcel to the below address:

Customer Service Department

Jaeger Retail Limited
Unit A3
Hall Dene Way
Seaham, County Durham
SR7 0PZ

It is important that you obtain proof of return from your local post office to ensure that your parcel can be tracked and also verified by Jaeger if need be.

Free Returns In-Store At Jaeger

To return or exchange an item, you can take your return to any Jaeger store.

In-store returns and exchanges must be processed within 30 days of receiving your order.

Returns Outside The UK

To return an item from outside the UK, please complete the paperwork found within your parcel.

You may return an item by addressing your return parcel to the below return address:

Customer Service Department

Jaeger Retail Limited
Unit A3
Hall Dene Way
Seaham, County Durham
SR7 0PZ

Please note that for all orders outside of the UK, Jaeger is unable to cover the cost of return parcels. It is important that you obtain proof of return from your courier to ensure that your parcel can be tracked and also verified by Jaeger if need be.

Conditions For UK Returns

Goods returned via local post will be processed within 5 working days of the return being received by Jaeger.

All refunds are processed via the original method of payment.

Once your return has been processed, you will receive an email confirming the status of your return as well as the returned value.

Orders processed via credit or debit card may take up to 7 workings days for the funds to return to your account.

If the goods are returned to a UK Jaeger store, you will receive a receipt once the refund has been completed.

Returns For Non-UK Address (Including Channel Islands)

Customers living outside the UK have 30 days to request for a refund or exchange.

Please note that items returned will be refunded at the price paid for the goods however duties and taxes are unable to be refunded.

The cost of returning or exchanging an item is the responsibility of the individual. The responsibility of tracking a return back to Jaeger is also the responsibility of the customer. Jaeger is unable to take responsibility for returns lost in transit.

Returns are processed within 5 working days of receiving a return item.

Once your return has been processed, you will receive an email confirming the status of your return as well as the returned value.

All refunds are processed via the original method of payment.

Orders processed via credit or debit card may take up to 7 workings days for the funds to return to your account.

Paypal, Amazon and Flexecash Card Refunds And Exchanges

Goods purchased using Paypal, Amazon and Flexecash card cannot be refunded/exchanged in store.

To receive a full refund, please follow the instructions in the Free UK Returns By Post section above.

Cancellations

Under the Consumer Contracts Regulations 2013(information, cancellation and additional charges), you are entitled to cancel your order within 14 working days, starting the day after the goods have been received.

If the goods from the same order are received at different times, the cancellation period will run from the day after delivery of the last item.

You will receive a refund of the purchase price and delivery charges paid for the product/products ordered. Please refer to our returns policy.

Your right to cancel and return the product/products ordered does not apply to pierced earrings. These goods can only be returned if they are faulty. If we find the product returned is not in its original, resaleable condition and resulted in the value of the product diminishing, the return amount may be reduced from the price paid.

If you wish to return items that have arrived separately, you may send them back in one parcel providing they are from the same order. Please ensure all paperwork is included in your return.

Faulty Or Damaged items

Faulty or damaged items can be returned to Jaeger.

Upon receiving your return item and paperwork, Jaeger will check the items to ensure the return conditions comply with our policy.

Once your return has been processed, you will receive an email confirming the status of your return as well as the returned value.

Returns are processed within 5 working days of receiving a return item.

Orders processed via credit or debit card may take up to 7 workings days for the funds to return to your account.

Delivery

Delivery and Click & Collect

Shopping online at Jaeger has never been easier with the convenience of home delivery, in-store click and collect and collect+ pick up points.

All deliveries will occur between Monday and Friday (excluding bank holidays).

UK Standard Delivery

Available in mainland UK

Free delivery on orders over £150

Flat fee of £3.95 on orders of £149 and under

Delivery within 3 - 5 working days

UK Next Day Delivery

Available in mainland UK

Flat fee of £5.95

Order before 3pm on Monday to Thursday for delivery on the next working day.

Orders placed on Friday, Saturday and Sunday will take upto 2 working days to be delivered.

Orders placed after 3pm on all days will take up to 2 working days to be delivered.

UK Next Day Delivery

Northern Ireland, Isle of Man, Isle of Scilly, Scottish Highlands and Islands

Flat fee of £5.95

Delivery within 7 working days for Northern Ireland, Isle of Man and Isle of Scilly.

Delivery within 2 - 3 working days for Scottish Highlands and Islands.

Please note postcode exclusions may apply.

In-Store Click and Collect

Available in all Jaeger free-standing stores

Free

Collect your order within 3 - 5 working days.

You will receive an email confirmation when your order is ready for collection.

Please note in-store click and collect is not available in Concession or Outlet stores.

Collect +

Collect your order within 1 - 2 working days.

You will receive an email confirmation when your order is ready for collection.

International

Standard Delivery

Available in Belgium, Germany, France, Ireland and Netherlands

Flat fee of £12.00

Delivery within 4-5 working days


Available in Switzerland, Greece, Finland and Slovakia

Flat fee of £16.00

Delivery within 8-10 working days


Available in Austria, Denmark, Spain, Czech Republic, Italy, Monaco and Sweden

Flat fee of £16.00

Delivery within 4-5 working days


Available in Australia, Canada, Hong Kong, Japan, Singapore, UAE and USA

Flat fee of £20.00

Delivery within 4 – 5 working days


Available in New Zealand

Flat fee of £20.00

Delivery within 8 – 10 working days

Please note that international orders are inclusive of VAT. We cannot refund any VAT charges in the event that you wish to return an item.

All customs duties or taxes imposed on your order by the country of destination are your sole responsibility and not included in the price displayed on the website. Please note this is a process that Jaeger cannot assist with.

Please contact your customs office for further information.

Frequently Asked Questions

How do I track my order?

Once your order has been dispatched, we’ll send you an email confirming that it's on its way to you.

For domestic orders, our delivery partner Yodel, will contact you with your tracking number via SMS or email. All international orders will receive delivery updates from our delivery partner, Parcelforce, with a tracking number that is linked to your parcel.

If you have not received an update from one of our delivery partners regarding the status of your order, please contact our customer service team on (+44) 02920 101 432 or customer.services@jaeger.co.uk

For all orders, a signature is required upon delivery at the supplied delivery address. Please note that if you have authorised for your delivery to be left without your signature, we are unable to accept liability for any loss or damage.


When can I collect my in-store click and collect order?

In-store click and collect orders are delivered to Jaeger stores from our warehouse. Deliveries take between 3- 5 working days.

Once your order has arrived in store, we’ll email you to confirm that your order is now ready to collect. Please wait until you have received your email confirmation before visiting a store to avoid disappointment.

If your order contains multiple items, please wait until you have received confirmation that all items are ready for collection.

Click and collect deliveries to store occur from Monday to Friday.


When can I collect my order from Collect+?

Collect + orders are delivered from Jaeger to your nominated collection point and can take upto 1- 2 working days.

Once your order has been shipped to your chosen collection point, you will receive a confirmation email and/or SMS from Collect +. This will confirm that your order is now ready for you to collect and will also include a unique collection code for you to use upon collecting your order.

Please wait for your confirmation email from Collect + before collecting your order.

Parcels are delivered to Collect + collection points from Monday to Saturday.


How long until Collect + send orders back to the warehouse?

Once your order has arrived at the collection point, you will have 10 days to pick up your order.


There is a problem with my order. What should I do?

If you have received a faulty or damaged item or there is a problem with your order, please call our customer service team for assistance on (+44) 02920 101 432.

Please contact our customer service team if you have entered the incorrect delivery address at the earliest opportunity so this can be rectified.


What countries does Jaeger deliver to?

Jaeger currently delivers to the UK, Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, Monaco, Netherlands, New Zealand, Singapore, Slovakia, Spain, Sweden, Switzerland, United Arab Emirates and the United States of America.

FAQ's

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 do not receive this then your email may have been undelivered or possibly your email spam filters have blocked the response. Emails are normally responded to within 3 working days (Monday – Friday).

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.

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

If you would like to contact the Press Office then please email at press.office@jaeger.co.uk. 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.

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 (+44) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm) 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) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm) 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 do not accept Laser or Diners card. You can also use PayPal, Amazon Pay or Flexecash card to pay for your order. This is available as an option during checkout.

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 do not accept the Laser or Diners card.

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.

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) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm). 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 Yodel 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 checkout 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) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm).

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.

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) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm) or you can email us at customer.services@jaeger.co.uk.

CollectPlus

How do I select to have my order delivered to a CollectPlus collection point?

When placing your order, please click on 'Click & Collect (i)'. Kindly enter your post-code and click on 'Find Nearest Collection Location'. You will see a list of stores offering CollectPlus. Please select your prefrred collection point before you proceed to the payment page.

How long will it take for my order to arrive at my chosen CollectPlus collection point?

Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from CollectPlus via email and/or SMS once your parcel is available for collection. This will include your unique collection code. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given. Please wait for your arrival notification from CollectPlus.

Why is CollectPlus not available for my current order?

Unfortunately some items can’t be sent to a CollectPlus collection point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method. Please note that this service is only available for suitable items being shipped to customers in the UK.

How many CollectPlus collection points are there?

CollectPlus has thousands of stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores, newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.

Where is my nearest CollectPlus collection point?

During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest collection point. Alternatively the CollectPlus website offers a postcode or location search. Please click here to find your nearest collection point.

When are CollectPlus collection points open?

Nearly all CollectPlus stores are open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.

How long will I have to collect my parcel?

Your parcel will be held at by CollectPlus at their collection point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection point, if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

What do I need to take when I collect my parcel?

Please take your CollectPlus collection code and proof of ID with you when you go to the collection point to collect your parcel.

When making a collection, what ID is accepted?

CollectPlus collection points accept the following forms of ID:

  • Driving licence
  • Utility bill
  • Mobile phone bill
  • Wage slip
  • Bank statement
  • Cheque guarantee/credit/debit card
  • Bank/building society book
  • Passport
  • Cheque book
What should I do if I lose my collection code from CollectPlus?

If you have lost the collection code sent to you by CollectPlus via email or SMS, then visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’. Please click here for help and support.

What should I do if I don’t receive my collection code from CollectPlus?

If you haven’t received an email or SMS from CollectPlus with your collection code and the parcel’s estimated date of arrival has passed, then visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’. Please click here for help and support. If you still need help, then please contact the CollectPlus Customer Service team on 01923 601616 or 0845 270 9888 and they will be able to help you. (Please note that calls to the 0845 number cost 1p per minute from a landline and between 20p – 40p per minute from mobiles, calls to the 01923 number will be charged at your standard rate)

Can someone else collect my order on my behalf?

Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.

What if my order includes back-order items?

Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated CollectPlus collection point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.

What should I do if my parcel isn't available when I arrive at the CollectPlus collection point?

Please call our Customer Services team advisors on (+44) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm) or you can email us at customer.services@jaeger.co.uk.

Once my order has been despatched, can I track it?

Yes, CollectPlus provides a tracking service which allows you to see where you parcel is. CollectPlus will also provide SMS updates if a mobile number has been provided.

What should I do if I don’t want my order anymore?

If, your order has already been processed, please do not collect the parcel from the CollectPlus collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

What if I want to return an item I have collected from a CollectPlus collection point?

If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please follow our normal returns process.

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.

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.

What is a Jaeger concession?

Jaeger concessions are small Jaeger departments within a host store, such as 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 vouchers. If you have any queries, please contact the concession (find their details in the Store Locator) or Customer Services on (+44) 02920 101 432 (Monday - Saturday 09:00am - 17:30pm, Sunday & selected bank holidays 11:00am - 17:00pm).

What is a Jaeger Outlet?

The Jaeger Outlet stores sell a range of men's and women's clothing including accessories, previously sold in our Jaeger freestanding stores. 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 30 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.

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. 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.

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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.

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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. 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.

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, 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) 02920 101 432 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.

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.

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.

Can I use gift cards online?

Jaeger gift cards are now accepted online.