Can I track my delivery?
Yes, you can track your order. In their dispatch email, you’ll have your unique tracking number for your order. Please check your junk folder, if you haven’t got the email. You can also find that tracking reference number in your order history, to track the progress of your shipment. Any problems, please contact them and they will be happy to help!
Can I cancel my order?
You can request to cancel your order, using the contact them form. Just so you know, once you’ve placed your order, the order starts going through the system straight away, so that they can get it to you as fast as possible. Because of this, they can’t always cancel an order. They will confirm in an email if they were able to cancel it. If you’re still having problems, please contact them and they will be happy to help!
Can I make changes to my order?
Unfortunately, once your order has been placed, they are unable to make any changes or amendments to your order. That includes being able to change items like the delivery address, delivery speed, email address associated with the order, and items in the order.
Can I track my delivery overseas?
Absolutely! They make it easy for you to track your delivery no matter where it is. Once your order has been processed by them, you should receive an email informing you of your tracking reference. Please use that tracking reference to keep tabs on the progress of your delivery. Their international couriers deliver Monday to Friday. For further information, you can also email their Customer Services team who will look into this for you.
Can I return an item?
You can return an item, but there are some restrictions. Unfortunately, you can’t return swimwear, underwear, pierced jewellery, personalized or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery. To return your item(s) for a credit note or where possible make an exchange, visit any Jack Wills store within 14 days for store purchase, or within 28 days for online purchase. You can also send back your online items to them for a full refund, providing all is good and well with your returned items. Here’s the return address:
Brook Park East,
For any returns, the original packaging and swing tickets, where applicable, need to still be in place. If you need any help with your next purchase - please contact them, and they will be happy to help!
When will I receive a refund?
They aim to process all returns as quickly as possible and you should receive confirmation of your refund within a week of having returned the item. The refund process time includes the time it takes for them to receive your item(s) back, process them with all the necessary checks as well as your bank’s processing time. Please note that if you have been provided with their Freepost address it may take up to 14 days to receive confirmation of your refund. The delay is due to the extra time it takes for Freepost items to be delivered. At busy times of the year such as public holidays, their refund processing times may increase to reflect shipping delays.