Delivery Options:
Delivery is free on all UK orders over £75.00, these orders will be sent by Royal Mail Tracked 48 Delivery.
Tracked 48 to the UK Mainland will take between 2-3 working days from when the order is placed. This service is sent using Royal Mail Tracked 48 service and costs £3.99. We will use this service for free delivery on orders over £75. If you are purchasing a Yoga Studio product, our partners will dispatch your order with DPD.
Tracked 24 to the UK Mainland will take between 1-2 working days from when the order is placed. This service is sent using Royal Mail Tracked 24 service and costs £5.00.
For higher value orders over £250 we offer free courier shipping with DHL. This is to ensure your order is fully tracked, arrives quickly and securely.
All of our DHL shipments are eco-friendly as we support a mix of initiatives in the areas of energy efficiency, renewable energy and reforestation when we use DHL GOGREEN. DHL has an active goal of achieving zero emissions by 2050.
For the Next Day delivery service, orders must be placed by 2 pm on a weekday. The order is guaranteed by Royal Mail for 1 pm the next day. If the order is placed before 2 pm on Friday, it will be delivered on Monday. If the order is placed over the weekend, the order will be processed and sent on Monday, so the expected delivery would be Tuesday. This service is not available for N. Ireland, Highlands, Channel Islands and all UK Offshore Islands. This service is fully trackable and requires a signature upon delivery. If you would like to track your parcel please follow the link on the dispatch email confirmation or go directly to the Royal Mail website and follow the link to the Track and Trace service where you can enter the 13 character reference number.
You will receive delivery notifications directly from Royal Mail or DHL via email so you will know when your parcel is expected to be delivered. When making a purchase, there is an opportunity to add a shipping address if it is different from your billing address. If there is no one in to accept the parcel, a calling card will be left and you can pick up the parcel from your local Royal Mail depot.
Delivery to N. Ireland, Highlands, Channel Islands and all UK Offshore Islands will take a little longer. When we have dispatched your item we will send you a confirmation email so you know your order is on its way.
If we are experiencing any delays with your order or we are unable to fulfil your order for any reason, we will notify you as soon as possible. During our sale period, delivery times may increase due to a large number of orders. Please allow up to 10 working days before querying your order.
All international recipients may be subject to import taxes, duties and fees enforced by the destination country. We are unable to control or predict these charges. Customs policies vary widely from country to country and you should contact your local customs office for more information.
Europe:
We use Royal Mail International Tracked and signed. This service is expected to take 4-8 working days although may take longer. Please note the tracking depends on the country, some countries offer more information than others.
A fully tracked and recorded courier service giving you that peace of mind from A to B. This service is expected to take 3-5 working days although may take longer.
All of our DHL shipments are eco-friendly as we support a mix of initiatives in the areas of energy efficiency, renewable energy and reforestation when we use DHL GOGREEN. DHL has an active goal of achieving zero emissions by 2050.
Orders for the rest of the world are booked with the DHL courier service, it is a fully tracked service and a signature is required at delivery. This service costs £22.00 and normally takes 4-8 days although it may take longer.
Please allow up to 12 working days before querying your order
There is the option to select a currency whilst shopping at the top right-hand corner of our website. There are three currency options: Pounds, Euros and Dollars.
Returning an Item
We hope you are happy with your order but we understand that occasionally you may want to return or exchange an item.
Please return items in the original condition, this means the item is unworn, with no marks, in its original packaging with tags attached. Full price items purchased online may be returned for a refund within 28 days of receiving them of receipt for UK, European and Worldwide orders.
Sale items can be returned for an exchange or store credit for the amount paid within 14 days of purchasing them.
Please note we cannot accept returns of underwear or socks for hygiene reasons.
How to return an item:
You can return an item using the paper form inside your parcel following the instructions.
Alternatively you can follow the below instructions to register your return online (no need to do both).
Jilla Ltd, 14 Skylines Village, Limeharbour, London, E14 9TS
Please note the parcel is your responsibility until it reaches our office, therefore please retain your proof of postage. We will email you once we have processed the refund. Refunds will be credited to the original method of payment, the funds will normally appear in your account within 10 working days depending on your bank. Please note, the delivery charge for sending the order out will not be refunded. We will email you once we have processed your refund.
If you would like to contact us about returning or exchanging an item please email us at customercare@jillaactive.com with your order number, the item you wish to return or exchange, and your contact details.
Exchanging an item for a different size:
We can offer an exchange if you would like to change the size of an item. On the returns note provided with your order please specify the style you would like to exchange and the new size required. Please then return the item following the instructions. Once we have received your request with the original item in perfect condition and stock depending, the new size will be sent. This will be sent free of charge. If you would like to change the colour or style please follow the instructions for returns and then re-order the item online.
If you would like contact us about returns or exchanging an item please email us at customercare@jillaactive.com with your order number, the item you wish to return/exchange, and contact details.
Faulty items may be returned at any time, this does not affect your statutory rights. Please email us at customercare@jillaactive.com with details of the faulty item and your contact details so we can get in touch with you.
If the item is not returned in perfect condition and appears to be worn or it is not deemed faulty we have the right to refuse to refund the item and the item will be sent back to you, at your cost.
If you wish to cancel your order, please inform the Jilla customer care team by emailing customercare@jillaactive.com detailing your name and order number.
You must then return the items to us by following the return instructions above, or inside your parcel. The items must be in perfect unworn condition. You will then receive a full refund.
