Returns Information

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. Please return the item within 30 days of receipt for UK, European and Worldwide orders. 

Please note we cannot accept returns of underwear 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).

• Visit your account section on our website to notify us that you will be returning an item for a refund.

• Click on your order history where you will see your recent orders, click 'Return Items' and select the styles you will be returning and the reason for the return from the drop down menu. 

• Once completed, please fill in the returns note enclosed within your original order with your name and order number so we can identify your order. If you no longer have this, a returns form will also be automatically emailed to you when you register the return online (please check your junk if you do not see this immediately).

• If possible re-use the postage bag for your returns

• Use the UK pre-paid returns address label enclosed in the package. If you need a new returns label, you can download and print the label which is attached to the return request email sent out once you have registered your return on our website (please check your junk if you do not see this immediately). We cannot cover the return postage cost for European and International orders. 

• Take your parcel to any Post Office and remember to get proof of postage. In case you need it, the returns address is:

Jilla Ltd, 17 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, 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.