Free delivery on all orders over £75
free delivery on all orders over £75
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free returns on all uk orders

Shipping & Returns

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.

Refunds

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 customercare@jillaactive.com and we will respond to your email as quickly as possible.


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Delivery Options:

Special Delivery Guaranteed by 1 pm - £8.50

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 Royal Mail Tracked 48 Delivery. 

UK Royal Mail Tracked 48 Delivery - £4.00

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 £4.00. We will use this service for free delivery on orders over £75 

UK Royal Mail Tracked 24 Delivery- £4.50

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 £4.50.


You will receive delivery notifications directly from Royal Mail 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.

Orders outside the UK

Europe:

Orders within Europe cost £11.00, the service is Royal Mail International Tracked and signed. This service is expected to take 4-8 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

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, 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:

  • Please 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 5 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.



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

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