- Contact Us
You can speak to a member of our customer service team on 02920101432
Customer Services: email@example.com
Puzzle Retail Stores Limited,
Hall Dene Way,
Customer Service Opening Hours
Monday - Thursday 8:30am - 5:00pm
Friday 8:30am – 4:00pm
If you have a query regarding the Jaeger Loyalty card then please call us on 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm. or at firstname.lastname@example.org. Please note that calls may be recorded for training purposes.
If you would like to contact the Press Office then please email at email@example.com. Please note the Press Office team cannot respond to general customer service or online queries, these must be directed to Customer Services.
- FREE UK RETURNS BY POST
We offer free returns by post. If, for any reason you are not completely happy with your purchase, you have up to 30 working days to return items to us.
You have up to 30 days to refund purchased items with us, and we also offer an exchange of items returned to Jaeger stores and outlets within 30 days too. All goods must be unworn and in pristine condition, as well as in their original packaging. In the interest of hygiene, pierced earrings cannot be returned or exchanged. Returns with us are free via your local post office, but please ensure you obtain proof of dispatch to verify any returned goods. Refunds will be issued to the credit or debit card originally used to make payment.
Please return to the following address:
Puzzle Retail Stores Limited, Unit A3,
Hall Dene Way,
Seaham, Co. Durham,
- RETURNS TO A JAEGER OR OUTLET STORE
You can take your order to your nearest UK Jaeger store or Jaeger Outlet store to return or exchange the product. We offer an exchange or refund on items returned within 30 days if returned to a Jaeger store or outlet only.
- RETURNS PROCESS FOR ORDERS DELIVERED TO A UK ADDRESS (EXCLUDING CHANNEL ISLANDS):
If you wish to return any products to us, please use the Returns paperwork provided with your order. You can take your order to your nearest UK Jaeger store or Jaeger Outlet store to return or exchange the product OR if you wish, can return the product to Customer Services. We offer an exchange or refund on items returned within 30 days. When returning the goods, the condition of the product(s) will be reviewed (in accordance with our returns policy) before deciding whether to process the refund. If the goods are returned to customer services the refund will normally be processed within 5 working days of the goods being received. You will be refunded via the original method of payment and an e-mail confirmation will be sent to you confirming the amount.
If you paid by credit/debit card please be aware that it can take up to 7 working days for the funds to show as a credit in your account. If the goods are returned to a UK Jaeger store you will receive a receipt once the refund has been completed. Please note orders placed in Dollars or Euros can only be refunded by Customer Services. To receive a refund of reduced price goods by the original method of payment the online order must be returned directly to the Online Returns department.
- RETURNS PROCESS FOR ORDERS DELIVERED TO A NON-UK ADDRESS (INCLUDING THE CHANNEL ISLANDS)
We offer an exchange or refund on items returned within 30 days. If you wish to return any products purchased, please use the returns paperwork included with your order. You will be required to pay the postage and should choose a secure courier with tracking included. The products ordered by you will be at your risk until they have reached customer services, and in the unfortunate situation they are ‘lost in transit’, it is your responsibility to make a claim with the courier you have used.
We will normally process a refund within 5 days of receiving an item. Once the goods have been received with the accompanying paperwork, customer services will review their condition before deciding (in accordance with our returns policy) whether to process the refund. Once the refund has been completed, you will receive an email to the address supplied to confirm the item has been returned and with the value refunded. 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.
If unwanted goods are returned we will refund the price paid for the goods, but not any duties or taxes that were imposed when the order was dispatched to the recipient. We will refund via the original method of payment and you will receive an email confirming the amount. If we decide not to process any refund, you will be contacted by customer services.
- PAYPAL RETURNS & REFUNDS
Goods purchased using PayPal & Amazon Pay may be exchanged in store, however refunds cannot be processed. Please follow the returns process above to receive a refund.
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are entitled to cancel your order within 14 working days, starting on the day after goods have been received. If 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 products ordered. Please see our Returns Policy for further details.
Your right to cancel and return the products ordered does not apply to swimwear, lingerie without hygiene seals and pierced earrings without hygiene studs. These goods can only be returned if they are faulty. If we find that the product returned is not in a fully re-saleable condition and there has been unreasonable use leading to diminished value of the product, we may reduce the amount of the refund up to the price paid.
If you wish to return items that have arrived separately, you may send them back in one box/bag, providing they are from the same order. Please just remember to include all the paperwork for each item in the box/bag.
- FAULTY OR DAMAGED ITEMS
Faulty or damaged items should be returned to Jaeger. On receipt of your returns and accompanying paperwork, we will check to ensure the goods have complied with our returns policy, and if they have, you will receive an e-mail to the address supplied with your order to confirm the item and the value of your refund. We will normally process a refund within 5 days of returning an item, however it can take up to 7 working days for the funds from a credit or debit card to show in your account.
- Standard delivery times and charges
These are the standard delivery times and charges when you shop with us:
Delivery Type £GBP Delivery Time Click and Collect Free Up to 5-7 working days. UK Standard Delivery £3.95 Up to 5-7 working days. Please note working days do not include weekends or bank holidays. Post code exclusions apply. UK Working Next Day Delivery £5.95 Orders placed before 3pm Monday to Friday will take up to 1 working day, excluding Sundays and public holidays. Orders placed after 3pm Monday to Friday and orders placed on Saturday and Sunday will take up to 2 working days, excluding Sundays and public holidays. UK Working Next Day Delivery - Northern Ireland, Isle of Man, Isles of Scilly £5.95 Up to 7 working days. Please note working days do not include weekends or bank holidays. Post code exclusions apply. UK Working Next Day Delivery - Scottish Highlands and Islands £5.95 Will take 2-3 working days. Please note working days do not include weekends or bank holidays. Post code exclusions apply. Europe Zone 1: Standard Delivery (Belgium, Germany, France, Ireland, Netherlands) £12.00 Up to 5 Working Days. Please note working days do not include weekends or bank holidays. Post code exclusions apply. Switzerland, Greece, Finland and Slovakia £16.00 Up to 10 working days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or bank holidays. Europe Zone 2: Standard Delivery (Austria, Denmark, Spain, Czech Republic, Italy, Monaco, Sweden) £16.00 Up to 5 Working Days. Please note working days do not include weekends or bank holidays. Rest of the World Zone 3: Standard Delivery (Australia, Canada, Hong Kong, Japan, Singapore, United Arab Emirates, Unites States of America) £20.00 Up to 5 Working Days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or bank holidays. New Zealand £20.00 Up to 10 working days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or bank holidays.
- How do track my order when it’s been shipped?
Once shipped, we will send you a conformation e-mail. You will also be sent an SMS or e-mail from our courier, Yodel (TNT for international deliveries) stating the delivery details and a link to their website. If you haven’t received anything, please contact our customer services on 02920101432 or on firstname.lastname@example.org.
Your parcel will need to be signed for at the delivery address supplied. Please be advised if you authorise your delivery to be left without your signature we do not accept liability for any loss or damage.
- Will I be contacted by your courier?
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.
- 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 website. If the date is not convenient, there are alternative options you may select to customise your delivery. If delivery is attempted and no-one is in, a card will be left with a number and address to rearrange delivery.
- When should I collect my Click & Collect order?
You can collect your order as soon as you have received confirmation that it has been delivered. We suggest that, if your order contains more than one item, you wait until you have received confirmation that all items are ready to collect.
- Do you deliver to BFPO and PO Box addresses?
Unfortunately we do not deliver to BFPO or PO Box addresses.
- Why doesn’t my parcel have everything I ordered in it?
Although we do our utter best to send everything to you in one parcel, there are times where we have to send purchases separately. If this is the case, we will e-mail you to inform you of this and keep you updated every step of the way. You will not be charged extra for postage.
If we have been unable to fulfil part of your order 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.
- 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 02920101432 who will be delighted to help.
- What shall I do if I have received a faulty item or an item is missing from my order?
If you have received a faulty item, then please contact our Customer Services team 02920101432.
- I have entered the wrong delivery address on my order, what should I do?
If you have entered the wrong address, please contact our Customer Services team on 02920101432. We may be able to change the address if it hasn’t been dispatched, however, if it has, we regret we won’t be able to amend it.
- What countries does Jaeger deliver to?
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, and United States of America.
- Will I be charged for Customs Duties or Taxes on international deliveries?
The value of the goods ordered is inclusive of VAT, and 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 of you and are not included in the price displayed on the website – regrettably we cannot assist in this process.
- 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 gone undelivered or possibly your email spam filters have blocked the response. Emails are normally responded to within 3 working days (Monday – Friday). If you decide to call us and the lines are busy then please leave a voicemail message and during our opening hours we will usually give you a call back the same day. Occasionally, during busy times we may take a little longer to respond.
- I'd like to feedback to Jaeger about my experience shopping online and general customer service
Please email us at email@example.com with any online feedback you may have, or email firstname.lastname@example.org 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 email@example.com. 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.
- 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 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm) 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 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm) 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.
- 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 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm). 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 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm).
- 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 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm or you can email us at firstname.lastname@example.org.
- 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.
- 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 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 vouchers. If you have any queries, please contact the concession (find their details in the Store Locator) or Customer Services on 02920101432 (Monday-Thursday 8:30am-5pm, Friday 8:30am-4pm).
- 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.
- 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.
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. 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 email@example.com or the Customer Services team on 02920101432 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.