Coronavirus (Covid-19) Delivery Updates
As a small British company, we are pleased to confirm our online shop remains open during these uncertain times and we thank you all very much for your support.
We aim for all orders placed to be sent out within 1-2 working days but please note you might experience slight delays with the delivery of your order as Royal Mail are extremely busy during this time.
We have extended our returns to 60 days if you feel you will need longer we would be happy to discuss this further with you to meet your needs.
With everything going on we are experiencing some slight delays with receiving your returns back to us so please bear with us. As soon as we receive your return back we will process the exchange or refund and you will be notified.
If you do have any queries do please contact us on firstname.lastname@example.org and we will respond to your email as quickly as possible.
Special Delivery Guaranteed by 1 pm- £8.50 (THIS SERVICE IS CURRENTLY UNAVAILABLE)
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.
Delivery is free on all UK orders over £75.00, these orders will be sent by Standard Delivery.
UK Standard Signed For Delivery- £4.00
Standard delivery to the UK Mainland will take between 2-3 working days from when the order is placed. Standard delivery is sent using Royal Mail 2nd class signed for service and costs £4.00, parcel's will require a signature upon delivery.
UK Express Signed For Delivery- £4.50
Express delivery to the UK Mainland will take between 1-2 working days from when the order is placed. Express delivery is sent using Royal Mail 1st class signed for service and costs £4.50. Parcel's will require a signature, upon delivery.
We recommend using a day-time address for the above delivery options. 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
We have two European services:
The economy service is £6.50, it is the Royal Mail International Standard Service, there is no tracking on this service, it is expected to take 4-8 working days, although may take longer.
Alternatively, for peace of mind we have a more secure service, the Royal Mail International Tracked and Signed service costs £11.00. This service is expected to take 3-6 working days, although may take longer.
Rest of World:
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 £18.00 and normally takes 4-8 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.
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 the UK, European and Worldwide orders. For sale items, please return the item within 14 days.
How to return an item:
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 to contact us about returns or exchanging an item please email us at email@example.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 firstname.lastname@example.org 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 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 email@example.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 Active, 17 Skylines Village, Limeharbour, London, E14 9TS