We ship Worldwide Free UK Delivery Free UK Returns

Shipping & Returns

 

Special Delivery Guaranteed by 1pm- £7.50

For the Next Day delivery service, orders must be placed by 2pm on a weekday. The order is guaranteed by Royal Mail for 1pm the next day. If the order is placed before 2pm 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 direct to the Royal Mail website and follow link to the Track and Trace service where you can enter the 13 character reference number.

Delivery is free on all UK orders over £50.00, these orders will be sent by economy delivery. 

UK Economy Delivery- £3.00

Economy delivery to the UK Mainland will take between 2-3 working days from when the order is placed. Economy delivery is sent using Royal Mail 2nd class service and costs £3.00.

UK Standard Delivery- £4.50

Standard delivery to the UK Mainland will take between 1-2 working days from when the order is placed. Standard delivery is sent using Royal Mail 1st class signed for service and costs £4.50. Parcel's will require a signature, therefore we recommend using a day-time address. 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 sign for 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 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.

 

Orders outside the UK

Orders within Europe cost £10.00, the service is Royal Mail International Tracked and signed. This service is expected to take 4-8 working days although may take longer.

Orders for the rest of the world also use Royal Mail International Tracked and signed. This service costs £14.00 and normally takes 6-10 days although it may take longer.

Please allow up to 12 working days before querying your order

All purchases will be made in Pounds Sterling (£) and International credit card providers or banks will determine the exchange rate as required. 

 

Returns Policy

We hope you are happy with your order but we understand that occasionally you may want to return or exchange an item. We off free returns for UK orders. 

We guarantee to refund or exchange any item you are not completely satisfied with. Please return items in the original condition with proof of purchase. This means the item is unworn, undamaged 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. For sale items, please return the item within 14 days.

How to return an item:

  1. Fill out the returns form enclosed in the package specifying the item you are returning.

  2. Please select a return code telling us why you are returning the item.

  3. If possible re-use the postage bag for your returns

  4. Use the Royal Mail free returns address label enclosed in the package. 

  5. Take your parcel to any Post Office and remember to get proof of postage.

Please note the parcel is your responsibility until it reaches the return location, therefore please retain your proof of postage. We will email you once we have received your parcel. Refunds will be credited to the original method of payment. Once we receive the returned item we will process the refund within 14 days.

  

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.

 

Order Cancellation

If you are a customer in the European Union, you have the right to cancel your contract within 14 days after you have received your items.

If you wish to cancel your order, please inform the Jilla customer care team in writing by emailing customercare@jillaactive.com detailing your name, address and order number. Or you can fill out the cancellation form and send to us via email or through the post.

 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. Alternatively you can write to us at: 

Jilla, 17 Skylines Village, Limeharbour, London, E14 9TS