How can we help?
Answers to our most common questions. Still stuck? Our team is one click away.
Orders & delivery
How do I track my order?
Log in to your account to see live order status, or use our order portal. Tracking details are also emailed to you once your order ships.
Where do you deliver?
We ship to the UK, the USA and selected European countries. Delivery destinations, times and costs are listed in full on our Shipping & Returns policy.
How long will delivery take?
Delivery times vary by destination and the option chosen at checkout. See current estimates on our Shipping & Returns policy.
Can I change or cancel my order?
If you need to amend or cancel an order, please request it through our order portal as soon as possible. Once an order has been dispatched we're unable to change it.
Do you ship outside your standard countries?
We can sometimes arrange delivery to other locations on a case-by-case basis, with any additional shipping costs covered by the customer. Get in touch and we'll do our best to help.
Returns & refunds
What is your returns policy?
Items can be returned unworn and unwashed with all original tags attached, within the returns window. Return fees vary by region — see the current terms on our Shipping & Returns policy.
How do I start a return?
Start your return in our order portal — you'll be guided through the steps and sent return instructions.
Can I return sale items?
Yes, sale items can be returned under the same conditions as full-price items. Full details are on our Shipping & Returns policy.
When will I receive my refund?
Refunds are processed once your return reaches our warehouse and has been inspected. Please allow a few working days for the refund to appear on your original payment method.
Product, sizing & care
What size should I choose?
Our size guide has full measurements to help you find the right fit.
What is ONELOFT™?
ONELOFT™ is our signature insulation technology. Learn how it keeps you warm on the ONELOFT™ page.
How do I care for my JACK1T?
Follow our Expert Aftercare guidance to keep your jacket performing at its best.
Can my jacket be repaired?
Our Expert Aftercare service covers repairs and servicing to extend the life of your JACK1T.
Account & rewards
How do I create or access my account?
Create or sign in to your account here to track orders, manage returns and access rewards.
What is JACK1T Rewards?
JACK1T Rewards gives you 15% off your first order plus early access to sales and new collections, and rewards you as you shop. See the programme.
Still need help?
Our client services team is here to help, 7 days a week.