Your questions answered

  1. 1. How do I contact customer care?
  2. 2. How do I make a purchase?
  3. 3. Can I order by telephone or fax?
  4. 4. How do I know if the item will fit me?
  5. 5. What size should I choose?
  6. 6. How do I know if an item is in stock?
  7. 7. What payment methods does Jaggy Nettle accept?
  8. 8. Is it safe to use my credit card online at Jaggy Nettle ?
  9. 9. Do I need an account to place an order online?
  10. 10. How will I know if you have received my order?
  11. 11. How soon will I receive my order?
  12. 12. How much are shipping costs?
  13. 13. If I live outside the ec will i receive a vat refund?
  14. 14. Will there be additional duties or taxes payable on my purchase?
  15. 15. Is my personal information kept private?
  16. 16. Is my credit card charged at the time of making my purchase online?
  17. 17. What if an item is out of stock?
  18. 18. Can I change my shipping address once by order has been dispatched?
  19. 19. How do I change currency on the website?
  20. 20. How do I receive a refund and will i be refunded for the full value of my order?
  21. 21. Will I have to sign for my order?
  • 1. How do I contact customer care?
  • For the quickest response we recommend you contacting us by email on customercare@jaggynettle.com  We will respond to email enquiries as soon as possible – within 2 business days at the latest.

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  • 2. How do I make a purchase?
  • Shopping at Jaggy Nettle is simple.  You can shop by browsing the individual categories and then once you’ve found something you want, simply select your size, colour and click on add to cart next to each item.  You can then proceed to purchase to complete your order or continue shopping. You can then choose the type of payment you wish to use and, once your transaction has taken place, you will receive a confirmation e-mail about the status of your payment and order.

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  • 3. Can I order by telephone or fax?
  • Due to security reasons, Jaggy Nettle eshop does not offer a telephone/fax ordering system

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  • 4. How do I know if the item will fit me?
  • There is a size guide with every item and  we will try to provide as much additional information as possible about size and fit. 

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  • 5. What size should I choose?
  • Jaggy Nettle products are sized true.  That means we don’t advertise something as a 32 when it’s actually a 36 (not as uncommon as you’d imagine).  Some of our garments work well between the sexes so maybe you want to go for one of the boy’s jumpers if you’re a girl and maybe you want to grab one of the girl’s jumpers if you’re a boy.  How you wear it is up to you, what we will endeavor to do is show you various examples of styling, details of models sizes and sizes worn and provide you with an accurate sizing chart.

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  • 6. How do I know if an item is in stock?
  • Most items shown are in stock. If a product does not appear in a specific size in the 'size' drop-down, this means the item is out of stock.

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  • 7. What payment methods does Jaggy Nettle accept?
  • We accept visa, master card, delta and switch debit cards

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  • 8. Is it safe to use my credit card online at Jaggy Nettle ?
  • It is vital that our customers feel as comfortable and secure as possible when shopping at jaggynettle.com. That's why for your utmost security, all Jaggy Nettle credit card transactions use industry-standard secure sockets layer (ssl) technology to allow for the encryption of potentially sensitive information to and from our site.

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  • 9. Do I need an account to place an order online?
  • Yes you will need to set up an account on our website in order to place an order. Setting up an account is easy and you can do this while placing your order.

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  • 10. How will I know if you have received my order?
  • After you place your order, you will receive an email from us acknowledging that your order has been received. This does not mean that we have accepted your order. Only after your credit card details have been approved, the delivery address has been verified and the item(s) located, will your order be accepted and the item(s) shipped. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.

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  • 11. How soon will I receive my order?
  • We aim to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time. Uk and overseas orders are shipped by royal mail recorded delivery and tnt, our partner carriers, from 9am-5pm, monday to friday and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for delivery.

    Please note that your order will only be shipped once payment and delivery details have been approved.

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  • 12. How much are shipping costs?
  • For information on our shipping rates, please visit the delivery & returns page.

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  • 13. If I live outside the ec will i receive a vat refund?
  • Yes if your shipping address is outside the european community you will receive a vat refund at the time of purchase. Also please note that prices shown within our webiste are in uk pounds sterling and are inclusive of vat.

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  • 14. Will there be additional duties or taxes payable on my purchase?
  • If your shipping address is outside the ec, as the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. If you return the items you ordered, you should be able to claim back any import duties or customs.

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  • 15. Is my personal information kept private?
  • Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will Jaggy Nettle share, rent or sell your personal information without your consent. For further details please read the Jaggy Nettle privacy policy in the legals section.

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  • 16. Is my credit card charged at the time of making my purchase online?
  • Your credit card is charged once we have confirmed your items are in stock and credit/debit card holders have passed validation checks and authorisation by the card issuer.

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  • 17. What if an item is out of stock?
  • All items are subject to availability. If items that you order are out of stock, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order. We will not supply a substitute product without your express authority.

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  • 18. Can I change my shipping address once by order has been dispatched?
  • We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

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  • 19. How do I change currency on the website?
  • Unfortunatley we currently only provide the services for payments to be processed in UK Pounds sterling at present

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  • 20. How do I receive a refund and will i be refunded for the full value of my order?
  • Unsuitable items may be refunded or exchanged within 10 days of receipt of you receiving the goods. Before you return something you must notify us within 48 hours of receiving an item and obtain a product return code number. The product you return must be in new, unused, and unworn condition with all the original packaging and garment tags still attached. To view our full terms and conditions on returning items, please visit the legal pages.

    Before requesting a return, please take a moment to read our returns policy below:

    Online return policy;
    We are glad to exchange any full price, unworn, unwashed merchandise within 10 days of receipt of you receiving the goods. Before you return something you must notify us within 48 hours of receiving an item and obtain a return authorization code by emailing us at customercare@jaggynettle.com.

    Please include your original receipt in the returned parcel. You must write your return authorisation code number on the receipt. Any returned items that are not accompanied by an official return authorisation code will not be accepted.

    All items returned for an exchange or refund must be unworn and have any original tags or packaging. After 10 days, all sales are final. No price adjustments.

    Thanks for understanding.

    You are responsible for any return shipping costs. Jaggy Nettle is not responsible for return shipping costs nor duty reimbursement in the case of international purchases.

    Returns should be addressed to:
    Jaggy Nettle Customer Services
    38 West high street
    Lauder
    Berwickshire
    Scotland
    TD2 6TE
    UK
     
    We will process your return as soon as possible but please allow up to 14 days for your refund to be processed and up to two billing cycles for the return to appear on your credit card statement. We have the right to deny refunds if the merchandise returned does not meet our return policy requirements.

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  • 21. Will I have to sign for my order?
  • We do require proof of delivery for all order and we are unable to authorise packages to be delivered without a signature.

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Contact details

Customer returns customercare@jaggynettle.com

Jaggy Nettle Customer Services
38 West high street
Lauder
Berwickshire
Scotland
TD2 6TE
UK

Press and media enquiries press@jaggynettle.com
 

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