Return by post
We are happy to offer a refund or exchange on any product purchased online via post. It must be returned in perfect condition (unwashed and unworn) together with your filled out return docket within 28 days of purchase. When we receive it, we'll get onto it as soon as possible but it can take up to 10 working days to process. We recommend sending returns to us by Special delivery if you would like it to be tracked and insured.
Our address is:
Jack Wills Returns,
77 Leighton Road
Return to store
You can return to any Jack Wills store in Hong Kong. The same return policy applies as by post: returned items must be unworn and unwashed, in their original condition, and be accompanied by a copy of your original receipt or invoice.
Christmas Refund & Exchange Policy
We are happy to extend our refund and exchange period during the festive season. Any product purchased after 22nd October 2018, provided it is returned in perfect condition (unwashed and unworn), together with a valid receipt, may be returned up until 6th January 2019. Our standard terms and conditions apply. This does not affect your statutory rights. Refunds are not offered on Gift Cards. We are happy to exchange an item for goods equivalent to the value of the original purchase.Gift Cards and E-Vouchers are valid for one year from date of issue. Due to hygiene reasons, underwear and tights cannot be exchanged or refunded. Thank you for shopping with us. Merry Christmas!
Do I need to pay to return my item?
Unfortunately, we can't offer free returns online; however, items purchased online are free to return to any of our stores. We're not responsible for items that are lost in the post, so we recommend you use a postal service that insures you for the value of the package.
How do I exchange items?
We know how disappointing it is when something turns up and it's not quite right; so we try to make exchanges as easy as possible. If you're in a hurry, we recommend our Express Exchange service. To make sure your item does not sell out, call us on +800 966 163 to place your new order and we will process this order straight away. We take payment for the revised order, but refund your card as soon as we receive your original item back.
For any exchange, we will honour whatever price you originally purchased the item for, so, if your item is at a lower price than originally purchased, we'll email you an online E-Voucher for the difference in value.
Alternatively, you can post your item back to us by filling out the Returns Docket with details of the new item you wish to receive. We will dispatch this to you as soon as possible, and the maximum you will have to wait is 10 working days.