Customer Service information

At Jack Wills we pride ourselves on offering the best quality customer service. Please take a look below about the different aspects of your order with us.

Contact Customer Services

Call us Toll Free on 1 866 280 9963 at the following times:

Mon - Fri: 3am - 2pm (ET)

Sat: 5am - 12pm (ET)

Sun: 6am - 12pm (ET)

Twitter

Twitter over any customer service related enquiries, praise(!) or suggestions to us! Visit our page here

For other contact methods please click here

Shipping

Free Shipping & Exchanges

We are now offering free shipping & handling on all orders! We ship the items from the UK via courier; upon delivery to the US it is then delivered by USPS.

Orders sometimes come in more than one package. You will only ever be charged once for shipping, regardless of the number of packages received.

Customs fees

Please note that all shipments of orders to destinations outside of the UK may be subject to import duties and taxes. These are beyond our control & are levied by the importing country at the time the shipment arrives.

All applicable duties, fees and any additional charges for customs clearance are the responsibility of the customer.

Free exchanges

You can return any items in their original condition for upto 1 month. You can return your product for a refund or exchange. Unfortunately the cost of returning an item to us is your responsibility.

In the unlikely event that you are not satisfied with your purchase you have two options, a full refund or exchange. If you want an exchange we will send the goods you want back out to you, FREE OF CHARGE

How to return something to us:

  • Fill in the form which you receive with your order and place both the product and the form into a sealed bag or box (you can reuse the packaging)
  • Attach the DHL free post return label enclosed to the outside of the parcel and complete the label with your address details
  • Call toll number 1800-225-5245 or go to www.dhl-usa.comto get the nearest drop off point in your local post office
  • Retain the tab at the bottom of the label as proof of posting and your tracking number

There’s no need to phone us when you are sending us a return. Just follow the above instructions and give us 14 days to arrange a refund or 21 days to send you out a replacement item/s. (Sometimes things happen which slow down things, but we try our hardest!)

It really is as quick and easy as that!

The small print!

Refunds can take up to 10 working days to appear on your credit/debit card from the date we process the refund. You will receive a confirmation email when you have been refunded any amount. All refunds will go back onto the original payment card.

If you have any further queries about our returns policy, do not hesitate to email us

Miscellaneous info

Confirmation order emails

When you place an order with Jack Wills we will always send you an email with confirmation of your purchase. This email will arrive within 30 minutes of your purchase. If at any time you do not receive this email please check your spam filters, trash folders, bin folders, junk folders as some emails are sent here by your email service providers. If, after checking these folders, you cannot find your confirmation email then please email us or call our Customer Services Team on 1 86 6280 9963 who will be able to confirm the details of your order.

What payment types do you accept?

We accept credit cards from Visa, MasterCard. We also accept debit cards with a Visa, MasterCard, Maestro, Solo and Visa Electron logo. We do not accept paypal or cheque/postal orders. We no longer accept American Express.

Can I cancel an order?

Prior to us posting your order, you may cancel your order at any time only by calling our Customer Service Department at 1 86 6280 9963. If your order has already been sent, you may return your order in accordance with our return policy. We do not accept cancellation requests via email.

Can I amend an order once it has been placed?

Unfortunately when an order has been placed it is not possible to change or amend any order details. We may be able to cancel the order and replace it for you by calling us on 1 86 6280 9963.

Fraud and Security Checking

In an effort to protect our customers, all orders placed via the Jack Wills website are screened and security checked for fraud. It is in your interest to include a valid telephone number with your order so we can contact your if we need you to confirm some details if required. Please do not be offended if we call you. All checks are made for the security purposes and safe shopping of our customers and our aim is to be vigilant to protect them.

If you have any further queries about any of this, do not hesitate to email us