Contact Us

Call

To speak to the Jaeger customer service team, please call us on +44 (0) 2920 101 432.

Email

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

Customer Service Opening Hours

Monday - Friday : 09:00 am - 4:00 pm (BST)
Saturday : Closed
Sunday : Closed

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

We have been closely monitoring the updates of the COVID-19 (Corona Virus) situation and the extraordinary times we are in. As the situation continues to impact upon us, the safety and wellbeing of our Jaeger customers and staff is our highest priority. As a result to keep our community safe, we announce the temporary closure of all Jaeger stores until further notice. This means our returns/exchange service to Jaeger stores is currently unavailable.

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

Due to the COVID-19 situation, we are currently experiencing some issues with receiving returns which are causing some delays with processing refunds. We are working to resolve this issue as quickly as possible.

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, all items must be:

  1. Unworn
  2. In the original condition
  3. In the original packaging
  4. Original seal tag and swing ticket remains attached and undamaged

Please note, any returns that do not meet all of the above conditions are unable to be refunded.

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 paperwork must be sent back with your return order 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 order 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 order can be tracked and also verified by Jaeger if need be.

Free UK Returns & Exchanges In-Store At Jaeger

Currently unavailable.

Returns Outside The UK

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

You may return an item by addressing your return order 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 orders. It is important that you obtain proof of return from your courier to ensure that your order can be tracked and also verified by Jaeger if need be.

Conditions For UK Returns

Items 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.

Returns For Non-UK Address (Including Channel Islands)

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

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

The cost of returning an item is the responsibility of the customer. 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

Items 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 items have been received.

If the items 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 items can only be returned if they are faulty. If we find the product returned is not in its original, resalable 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 order 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

We have been closely monitoring the updates of the COVID-19 (Corona Virus) situation and the extraordinary times we are in. As the situation continues to impact upon us, the safety and wellbeing of our Jaeger customers and staff is our highest priority. As a result to keep our community safe, we announce the temporary closure of all Jaeger stores until further notice. This means our In-Store Click and Collect, CollectPlus and returns/exchange service to Jaeger stores is currently unavailable.

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.

Please note postcode exclusions may apply.

UK Next Day Delivery

Available in mainland UK

Flat fee of £5.95

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

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

Orders placed on Saturday and Sunday will take up to 2 working days to be delivered.

Please note postcode exclusions may apply.

UK Next Day Delivery

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

Flat fee of £5.95

Delivery within 5 - 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

Currently unavailable.

CollectPlus

Currently unavailable.

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 Hermes, will contact you with your tracking number via email. All international orders will receive delivery updates from our delivery partner, Parcelforce, with a tracking number that is linked to your order.

If you have not received an update from one of our delivery partners regarding the status of your order, please contact the customer service team on +44 (0) 2920 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 I can collect my in-store click and collect order?

Currently unavailable.


When can I collect my order from CollectPlus?

Currently unavailable.


How long until CollectPlus send orders back to the warehouse?

Currently unavailable.


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

If you have received a faulty or damaged item, please call the customer service team on +44 (0) 2920 101 432.

Please contact the 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 can I contact the customer service team?

To speak to the Jaeger customer service team, please call us on +44 (0) 2920 101 432. To contact us via email, please send your enquiry to: customer.services@jaeger.co.uk

How long will it take to get a response from the customer service team?

Emails are normally responded to within 3 working days (Monday – Friday). When your email is received by the customer service team, we will send you an auto-response that confirms receipt of your email. If you do not receive the auto-response, then your email may have been undelivered or your email spam filters have blocked the response. Emails are normally responded to within 3 working days (Monday – Friday).

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

If you have received a faulty or damaged item, please call the customer service team on +44 (0) 2920 101 432.

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

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 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.

Delivery

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 Hermes, will contact you with your tracking number via email. All international orders will receive delivery updates from our delivery partner, Parcelforce, with a tracking number that is linked to your order.

If you have not received an update from one of our delivery partners regarding the status of your order, please contact the customer service team on +44 (0) 2920 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 I can collect my in-store click and collect order?

Currently unavailable.

When can I collect my order from CollectPlus?

Currently unavailable.

How long until CollectPlus send orders back to the warehouse?

Currently unavailable.

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.

Returns

Can I return an item ordered online?

You can return an item purchased from the Jaeger website within 30 days of receiving your order. To be eligible for a refund, all items must be:

  1. Unworn
  2. In the original condition with the attached price tag
  3. In the original packaging

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

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

Can I exchange an item ordered online?

Currently unavailable.

Can I return an online order at a Jaeger store?

Currently unavailable.

Are online returns free?

Jaeger offers free returns by post for customers within the UK. For international returns, the cost of returning an item is the responsibility of the customer. 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.

Stores

How do I find my nearest store?

You can use the Store Locator by clicking here to locate your nearest Jaeger store.

How can I contact a Jaeger store?

The Store Locator on the website provides contact details and opening times for all of our stores. Select the location of the store you wish to contact and you will be able to see the store details.

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

The Store Locator on the website provides contact details and opening times for all of our stores. Select the location of the store you wish to contact and you will be able to see the store details.

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

Currently unavailable.

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 freestanding stores and online.

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 freestanding stores and online.

From the 16th July 2015, should I still ask for my Loyalty number to be scanned in Outlet stores?

Your Loyalty account will remain active in our freestanding stores and online, and you can continue to earn points on transactions. From 16th July 2015, you will no longer be able to earn points on your purchases made in Jaeger Outlet stores.

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

If you wish to be removed from the Jaeger Loyalty programme, you will need to contact the customer service team on +44 (0) 2920 101 432.

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

Unfortunately there are no exceptions for Gold card customers when shopping in Outlets. From 16th July 2015, you will no longer be able to earn points on your purchases made in Jaeger Outlet stores. However, Gold card customers can continue to earn points in our Jaeger freestanding stores and online.

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 point's 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 online.

Can I use gift cards online?

Jaeger gift cards are accepted online.