1. Eligibility for Returns

We want you to be fully satisfied with your purchase. Clothing items may be returned under the following conditions:

· Items must be returned within 30 days of the delivery date.

· Products must be unused, unwashed, unaltered, and in their original condition.

· All tags, labels, and original packaging must be intact and attached.

We reserve the right to refuse returns that do not meet the above criteria.

 

2. How to Start a Return

To initiate a return, please follow the steps below:

1. Email our Customer Support Team at office@jigsaw-arts.co.uk, including your order number and details of the item(s) you wish to return.

2. Our team will provide instructions on where to return the item(s)

3. Pack the item(s) securely to prevent damage in transit and clearly label.

4. Drop the parcel at your chosen shipping location.

Items returned without prior authorisation may experience delays in processing.

 

3. Refunds

Once your return is received and inspected:

· Approved refunds will be issued to your original payment method.

· Please allow 5–10 business days for processing after the item arrives at our warehouse.

· Shipping fees are non-refundable, except where the item is faulty or the return is due to our error.

· If the item shows signs of wear, damage, or does not meet our return criteria, we may issue a partial refund or decline the return.

· Declined returns can be sent back to you at your request; return shipping costs will apply.

· Please note we are unable to accept returns of personalised items unless the error is of our making, such as incorrect spelling of names.

 

4. Exchanges

We offer:

· Direct exchanges for the same product in a different size, subject to stock availability. This excludes personalised items.

· Where a exchange is requested from a child to an adult size the difference in price will need to be paid by the customer.

· If the requested size or item is unavailable, a refund or credit voucher will be issued instead.

Exchanges follow the same inspection and eligibility criteria as returns.

 

5. Faulty or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

· Contact us within 7 days of delivery.

· Provide clear photos and a brief description of the issue.

· Once verified, we will arrange a free return, replacement, or refund, depending on availability.

We may request additional information to assess the issue.

 

6. Return / Exchange Shipping Costs

· Change-of-mind or change-of-garment size returns: The customer is responsible for return/exchange reshipping costs.

· Faulty items: We cover all return shipping costs.

 

7. Contact Information

For any questions, assistance, or clarification, please contact our Customer Service Team at:

office@jigsaw-arts.co.uk