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.

Please note that the warehouse does not accept online orders that need to be exchanged. The best method to exchange an item bought from the Jaeger website is at one of the Jaeger free-standing stores.

Please note that items bought in an Outlet store cannot be returned in 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 store.

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 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 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 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

To return or exchange an item, you can take your item 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 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.

If the items 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 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

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

All deliveries will occur between Monday and Saturday (excluding business addresses and 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

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

Available in all Jaeger free-standing stores

Free delivery to your chosen Jaeger store within 2 - 3 working days.

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

Orders must be collected within 28 days of arriving at your chosen Jaeger store.

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

CollectPlus

Flat fee of £3.99

Orders are delivered to your chosen CollectPlus location within 2 - 3 working days

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

Orders must be collected within 10 days of arriving at your chosen CollectPlus location.

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 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) 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 I can 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 2 - 3 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.

Orders must be collected within 28 days of arriving at your chosen Jaeger store.


When can I collect my order from CollectPlus?

CollectPlus orders are delivered from Jaeger to your nominated collection point and can take up to 2 - 3 working days.

Once your order has been shipped to your chosen collection point, you will receive a confirmation email and/or SMS from CollectPlus. 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 CollectPlus before collecting your order.

Orders are delivered to CollectPlus collection points from Monday to Saturday.

Orders must be collected within 10 days of arriving at your chosen CollectPlus location.


How long until CollectPlus 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, please call the customer service team on (+44) 02920 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) 02920 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.

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) 02920 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 Yodel, 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) 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 I can 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 2 - 3 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.

Orders must be collected within 28 days of arriving at your chosen Jaeger store.

When can I collect my order from CollectPlus?

CollectPlus orders are delivered from Jaeger to your nominated collection point and can take up to 2 - 3 working days.

Once your order has been shipped to your chosen collection point, you will receive a confirmation email and/or SMS from CollectPlus. 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 CollectPlus before collecting your order.

Orders are delivered to CollectPlus collection points from Monday to Saturday.

Orders must be collected within 10 days of arriving at your chosen CollectPlus location.

How long until CollectPlus 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.

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 or exchanged.

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

Can I exchange an item ordered online?

The warehouse does not accept online orders that need to be exchanged. The best method to exchange an item bought from the Jaeger website is at one of the Jaeger stores.

Can I return an online order at a Jaeger store?

To return or exchange an item, you can take your item to any Jaeger store. In-store returns and exchanges must be processed within 30 days of receiving your order. Please note that this service is not offered in partner stores such as John Lewis.

Are online returns free?

You can return or exchange an order for free at any Jaeger store. Please note that this service is not offered in partner stores such as John Lewis. Alternatively, 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?

You have 30 days to return items bought in a Jaeger store. The items must be in the original 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 items are being returned within the faulty items policy. 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. For further information on their return policies, please check the relevant Concession website.