Jack Wills is a UK fashion company that advertises as “a British lifestyle brand” that provides high-quality, heritage-inspired wardrobe classics.
Jack Wills is a legitimate fashion store, it is not a scam because they will not steal you money. And they will definitely deliver your order.
But does Jack Wills deliver quality materials? This Jack Wills review will examine the store to help you decide whether to order from the store or not.
We have heard that before; every fashion retailer in the business promise high-quality wardrobe classics. However, not many of them deliver on their promises. The question is whether Jack Wills deliver on their promise to “provide high-quality wardrobe classics”, or whether theirs is just another loud advert-speak. If they do produce excellent fashion styles, what about the service that should go with the product; do they provide excellent services such as stress-free payment, fast delivery, effective customer service, etc? In the first place, is Jack Wills legit?
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This Jack Wills review will examine Jack Wills in other to provide the information that will help you answer those questions like “is Jack Wills scam?” or ” is Jack Wills legit?” etc.
Jack Wills was started in Salcombe (England) in 1999 by Peter Williams and Alejandro Wills. At the time, the target market was university students; and in a few years, many more stores were opened in University communities. Today, the company has grown beyond its university students market, and now offers all clothing types for both men and women, including traditional British formal wears, and contemporary casual wears.
The company has also expanded, and they have stores all over the UK (England, Scotland and Wales). Jack Wills went internationally (outside the UK) with the opening of a store in Hong Kong in 2011, and followed that up in 2014 with a store in Singapore. The company is currently owned by Peter Williams and a private equity firm (BlueGem).
The Jack Will online store can be found at https://www.jackwills.com. Opening the website will take you to the UK page. However, at the bottom of the page, you can navigate to the US and Europe website, where you can view listings in the USD and Euro respectively. The website is fully mobile optimized, which means that it works well with the mobile operating system. This allows you to shop on the go (at any time and from anywhere).
Jack Wills is legit and not a scam. There are almost as many fake stores as there are legit ones. The fake stores lure customers to make payment for the merchandise but will never deliver; as a result, the customer will lose the payment and sometimes more. Thus, before shopping in any online store, it’s important to make sure that the shop is legit.
It’s difficult to tell a fake store from a legit one simply by looking at the website, there are certain elements to consider in determining the legit store, and we will use these in examining Jack Wills.
The first test is legal recognition. Jack Wills Ltd is a private limited company duly registered in the UK. This means that the company is 100%, recognized and permitted by a reputable legal jurisdiction to carry out its operations. Suffice it to say that no fakes store will go as far as seeking company registration.
A second test is the “test of time”. Having started operation in 1999, it means that Jack Wills has been operating for close to two decades. In this time, Jack Wills has gone through a different ownership change but has only expanded. Suffice it to say that no fake online store can operate for that long. In this time of fast communication; the word of any scam activity by an online store will be out in no time, and with such exposure, the shop will disappear.
A third test is a physical existence and the capacity to fulfil orders. Jack Wills have they’re registered headquarter in London (England), as well as hundred of physical stores/ distribution centres in the UK and elsewhere. In these locations, the company holds hundreds of thousands of merchandise, and they ship all over the UK and internationally. This capacity to fulfil orders makes Jack Wills a legit store. Fake online stores operate only virtually and have no merchandise to deliver.
Jack Wills is also safe. A legit store will not defraud you, but if it is not safe, it will leave you exposed to others who are intent on defrauding you. This is because when you shop in an online store, you share personal information (such as your name, telephone number, home address etc), as well as sensitive information (such as your credit card details). If the store is not safe, other fraudsters can hack their system and steal this sensitive data; and there’s no point stating what a fraudster who has your credit card details will do. Thus, the ideal legit store should be safe, in ensuring that the customer’s information is well protected.
In this regard, Jack Wills ticks the box. The company takes various steps to ensure that their environment is safe for shopping. First, they use industry-standard technology which creates a secure connection between the device of the buyer and their web servers, and every data transmitted in the link is private. Also, the technology encrypts whatever sensitive data (your personal information or payment details) is transmitted, and even if it is intercepted by an unauthorized third party, it cannot be read.
The ideal fashion shop should hold a wide product range and a large inventory for each product type. A wide product range means that you will be able to shop all your fashion items in one place. You don’t want to shop for your formal wears in one store and go to another store to get your casual wears. Getting products in one place is not only convenient; it also leads to cost savings if your order amount qualifies you for big purchase discount, or when you pay to ship one order from the store instead of paying for shipping multiple orders from multiple stores.
In this regard, Jack Wills is a fashion store for men and women, and they hold a wide product range to qualify as the on-stop fashion shop.
In the women section, merchandise falls into two categories as follows:
· Clothing – In this category, you’ll find clothing pieces for every occasion or season. You’ll find formal office wears, occasion wear, party wear, loungewear and casual wears. The actual items you can shop here include: Hoodies & Sweatshirts, Coats & Jackets, Nightwear, Knitwear, Sweatpants & Joggers, Underwear & Socks, T-Shirts, Dresses, Jeans (high-waisted, super skinny, cropped, girlfriend, or mom jeans), Skirts, Tops & Shirts, Leggings & Trousers, Gymwear, and Swimwear
· Accessories – In this category, you’ll find every fashion accessory to complete the elegant apparel. Items include Hats, Gloves & Scarves, Bags & Purses, Bath & Beauty products, Shoes and Flip Flops, and Tech Cases.
In the men section, the merchandise also falls into two categories:
· Clothing – in this category, you’ll also find formal wears and casual wear. Actual clothing pieces include: Hoodies & Sweatshirts, Jumpers, Coats, T-Shirts, Loungewear, Shirts, Underwear & Socks, Sweatpants & Joggers, Jeans, Polos, Trousers & Shorts, Gymwear, and Swimshorts
· Accessories – This include: Hats, Gloves & Scarves, Bags & Wallets, Grooming, Shoes & Flip Flops, and Tech Cases
The above product categories show that you’ll find almost every fashion item in Jack Wills. However, it’s also important to make sure that the store has a large inventory of each product type so that you can choose from the selection. A large selection means that you’re more likely to find something that you like in the store. In this regard, Jack Wills does fairly. Unlike some big retailers, they do not hold a humongous inventory. Jack Wills holds a good number for certain items but will need to increase the number on other items. For example, at the time of writing this review; the women dress section had 34 styles, and the hoodies & sweatshirts section had 64 styles. Those numbers might be enough for your selection needs; but in the women jeans section, there were only 11 styles, which is inadequate.
Having a wide product range and a large inventory is good; but even more important is having high-quality items. The promise of Jack Wills is to provide high-quality, heritage-inspired wardrobe classics. The evidence shows that Jack Wills does well in this regard. Many of their clothing features the best fabrics, detailed tailoring, and excellent fit. The independent online reviews also show that the quality of items from Jack Wills is fine. Though there are many negative reviews about the company, those that have to do with poor quality items are few and far in between to be significant. It is, therefore, safe to say that Jack Wills lives up to their promise of providing high-quality wardrobe classics.
The price of items is the most important factor in purchases whether online or in brick and mortar stores. No matter the perceived quality of an item, no one will want to above what is reasonable. Therefore, a review of any online fashion retailer should look at whether their items are reasonably priced.
In this regard, Jack Wills does just fine. Their prices are not the best prices in the market, but they’re not expensively priced either. For example, you’ll find women dress styles listed at $60 – $120; you’ll find hoodies and sweatshirts at $35 – $90. Almost all the women jeans were about $75, while the most expensive was about $120. The men’s category was no different; men’s coats and jackets went for $60 – $270. Also, there are lots of under $40 and under $80 gift items that you can get in the store.
That said; it is safe to say that Jack Wills is not beyond the reach of many persons. If you want good fashion styles that are reasonably priced, Jack Wills is worth looking at.
Almost every business offer promotions in other to increase patronage and sales. To the customer, promotions offer the chance of getting free products or getting products for less than their full prices. The bigger the promotional package offered by the store the more saving (and value) for the customer. Thus, a review of the promotions offered by a store is important.
Jack Wills offers a lot of promotions. As with every promotion, they apply to specific items and for only a specified period of time. On their landing page, you’ll find a lot of price discounts on various items. At the time of writing this review, some of the promos they were offering are:
· 25% off men and women’s Hoodies & Sweatshirts, coats & jackets, and loungewear
· 25% off knitwear
· 25% off Apre-Ski collections
· Up to 40% off winter coats
· Up to 50% off women Partywear and up to 30% off men’s partywear
· 3 for 2 Gifts – where you pay for two similar items and get delivered three
One thing that is worth noting here is that many of the items listed in the store are discounted. However, while this makes items reasonably priced and affordable, the catch is that you may not be able to return them (see returns section).
Apart from the price discounts, Jack Wills also offer other bonuses like student discounts and a newsletter bonus. As a student, you will get 10% of your purchases. However, it only applies to full price items. When you sign up with your email to receive Jack Wills newsletter, you’ll get 5% off your next purchase.
You’ll need at least one payment method to pay for your orders, so the ideal online fashion retailer should support a wide range of options so that there’ll be one available for use from where you’re shopping from.
In this regard, Jack Wills is no different from the most online fashion retailer. They do not support a long list of options, but they support enough generic options to ensure that you’ll be able to make a stress-free payment from wherever you may be. The actual payment methods they accept are Visa, Visa Debit, Mastercard, AMEX, PayPal, China Union Pay and Apple Pay.
This is pretty much the payment options that online fashion retailers support. While I’ll want to see it, I’ve not seen an online fashion retailer that supports cryptocurrencies or some of the popular web wallets like Skrill or Neteller.
Shipping is a very important consideration in online purchases. First, you want to know if the online store will ship to your location when you do buy from them. If they don’t, there’s no need to shop from them, except you’re willing to receive delivery of the item in any of the places that the shop ships to. Secondly, you don’t want to pay more than necessary for shipping. Very often, high shipping cost can make the total expenditure of an item that was deemed acceptably priced unacceptable. Thus, you want a store that has shipping costs that are as low as possible. Lastly, you don’t want to wait for too long to receive your package. Thus, you want a store that has delivery times that are as short as possible.
With regards to the first, Jack Wills is a UK based company ships to the UK and 75 other international countries. These countries are: Australia, Andorra, Albania, Austria, Azerbaijan, Armenia, Bahrain, Brunei, Bulgaria, Belarus, Bosnia & Herzegovina, Belgium, Canada, Chile, China, Cyprus, Croatia/ Hrvatska, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Gibraltar, Georgia, Greece, Germany, Holy See (Vatican City State), Hungary, Hong Kong, Ireland, India, Italy, Iceland, Jordan, Japan, Kuwait, Lithuania, Liechtenstein, Latvia, Lithuania, Luxembourg, Malaysia, Macedonia, Macau, Montenegro (Republic of), Malta, Monaco, New Zealand, Netherlands, Norway, Oman, Philippines, Puerto Rico, Poland, Portugal, Qatar, Romania, Saudi Arabia, Serbia, South Africa, San Marino, Slovenia, Spain, Singapore, Slovakia, Switzerland, Sweden, Thailand, Turkey, Taiwan, Ukraine, United Arab Emirates, United States, and Venezuela.
If you’ve seen reviews of online fashion stores, you’ll find that many of them cover more countries than Jack Wills. With Jack Wills shipping to only 75 other countries, it means that many international customers will be unable to use the store.
With regards to the second shipping consideration; the lowest shipping cost that can be offered is zero, which is free shipping. Thankfully, Jack Wills offers free shipping.
When shipping to addresses in the UK, there are different delivery options; and the option chosen will determine how long it will take to receive delivery of the package, and how much the shipping will cost. The delivery options are Standard Delivery, Next Day delivery, Click & Collect In-store, and Click & Collect HubBox.
The Standard delivery takes 3 – 5 working days and costs £3.95. However, it is free for all orders over £60. The Next Day Delivery will get you the package the day after you place the order, as long as your order was placed before 10.00pm (excluding Saturdays and Bank holidays). It cost £5.95. The Click & Collect In-store option will deliver the package to a Jack Wills store of your choosing, and you’ll go there for collection. It takes 1 – 5 working days, and it is free. The Click & Collect HubBox option is similar to the in-store option; the package is delivered to any of the 2000+ HubBox locations in the UK, and you can go there for the collection. It also takes 1 – 5 working days, and cost £3.95.
When shipping to the US, only standard delivery is available. It takes 3 – 7 days, and cost $14.95. Free shipping is also available, but only for all orders over $75. For every other international destination, only standard shipping is available. How long it takes and how much it cost differ for each country. You’ll have to look up the detail for any particular country in the “delivery & returns” section of the Jack Wills website. Alternatively, you can select your item, and get the appropriate cost at checkout.
However, it can be gotten from the review of the shipping policy of Jack Wills that though they offer free shipping, it is not to all destinations. Being based in the UK, there are more shipping options for UK customers as well as free shipping. There are two free shipping options to the UK; the first is the in-store location where free shipping applies to all orders no matter the amount, and the second is the home standard delivery option where you have to spend up to £60 to have free shipping. Free shipping became available for US orders only a fourth night ago for orders above $75.
Jack Will’s free shipping makes for good reading because the order amount that qualifies one for the offer is not too much. Many online fashion stores will require you to spend up to three figures before you qualify to have your package shipped free of charge. Also, in some European countries (such as Ireland), though free shipping is not offered, there’s pseudo-free shipping. This is because there is an offer to pay just €1.00 for all orders over €100.
It must be said that customer reviews of Jack Wills in independent platforms do not rate the company well in terms of fast delivery. While there are a few customers who were satisfied with how long it took their package to get to them, there were too many others who expressed dissatisfaction with the delivery times. To be fair to Jack Wills, they are based in the UK and will ship from there, so American orders will take longer than with retailers based in the US.
The legit store should have a commitment to customer satisfaction, and one way to show this is by allowing customers to return any item in their order that they are not totally satisfied with when they receive their package. In online shopping, there are many reasons why you’ll want to return an item to the store. First, because most fashion products are sized items, it could be that the item ordered is too small or too big and does not fit. It could also be that the wrong item is delivered, or the delivered item gets damaged in transit. Whatever the reason, you’ll be more confident with online purchases when you know that the shop will accept returns.
Thankfully, like almost all the online fashion retailers, Jack Wills accept returns. You can return to the store, and you can return via post. When mailing in the returns, you should address it to Jack Wills Returns, Unit 1, Parkway Interchange, 35 Kettlebridge Road, Sheffield, South Yorkshire, S9 3BZ.
Jack Wills allow 28 days return window, which means that you should return any item within 28 days of receiving the delivery. Items that do not get to them within 28 days will not be accepted. If you’ve seen online reviews of fashion retailers, you’ll find that Jack Wills’ returns window is just two days shy of the industry average which is 30 days. That said; it is enough time to return your items to the store.
Apart from returns getting to them within the 28 days window, the returned items must meet some conditions to be accepted. They must be in their original condition – unworn and unwashed, and all tags and labels must still be attached. Also, every returned item must be accompanied by a copy of the original receipt or invoice.
Also, returns do not apply to sales items. This means that you can only return an item which you paid the full price for. This may become a problem because many of the “reasonably priced” items in Jack Wills are so because of the price discounts on the items. Take the price discounts away and let the items stand with their full price, and they might not be reasonably priced. Since many customers will be shopping these discounted items, it means that they cannot return them to the store.
When Jack Wills receive the returned items, they will process it before issuing the refund. The returns processing takes about 10 days. Also, this is much better than most online stores that can have you waiting for up to a month to receive your refund.
Unfortunately, Jack Wills does not offer free returns. If you opt to return any item to them via mail, you’ll have to bear the cost of return shipping. If you don’t want to pay for returning any item; then you’ll have to return the item in-store.
One thing is inevitable, customers will always have questions about service and the service provider, and in the use of the service, and there will always be issues. Therefore, you should want to know whether Jack Wills provides channels for reaching them when you do have question/ issues. Also, nobody will want to be left hanging when he/ she contact customer support of any company; therefore, you should want to know if the customer support channels of Jack Wills are effective in providing the needed assistance.
Like many other online fashion retailers, the first place to check when you have questions is the FAQ page on the Jack Wills website. This section answers some of the questions that customers have asked about the company’s service in the past. You’ll find answers to the type of payment methods used when payment is taken, whether orders can be cancelled, whether it is safe to shop using Jack Wills and more. However, the FAQ page is not detailed. It’s a possibility that you may still have to contact a support rep of the company to seek more answers.
Thankfully, Jack Wills provide various means to directly contact them. These include telephone calls, live chat, email, social media, and post. To send Jack Wills a mail by post, the address to send your letter is Jack Wills Customer Services, 95 Victoria Road, London NW10 6DJ. However, the post has the highest lead time, meaning you’ll have to wait longer for response than when you use the other support channels.
For a relatively faster response, you may use the email service by sending them a mail via jack@jackwills.com; or you may use the request helps through the social media platforms via @jackwills_help. However, if you’ll rather have instant feedback, the telephone service and live chat provide that. The phone line to call is 0333 014 2020 (866 280 9963 for US customers, and (+44) 333 014 2020 for other), and the service is available between 10 AM – 8 PM Mondays to Saturdays. The live chat feature can be accessed on their website, and it is also available between 10 AM – 8 PM, Mondays to Saturdays.
That said; Jack Wills ticks the box in providing a wide range of customer support options. Having many channels is meaningless if the response is slow and ineffective; and in this respect, Jack Wills also ticks the box. The email and social media services are answered in about 24 hours; while the instant channels are instant (the live chat doesn’t put you on a long waiting queue for an agent to come online).
However, the hallmark of an effective customer support service is not necessarily the number of contact options or the response timeliness, but the helpfulness of the response in solving customers’ issues. The evidence shows that Jack Will has a lot of improvement to make in this regard. In one of the foremost independent customer reviews platforms (Trust Pilot), Jack Wills has a bad rating (of an average of 1 star out of 5). Going through the reviews of the actual customers who have bought from Jack Wills one theme was clear, which is poor customer support service. There were just too many complain that customer service could not resolve, or in the least manage.
Granted, when a customer does not receive orders as expected and contact customer support about it if the issue is not resolved for the order to arrive immediately; most often than not, the customer will brand customer support service as poor or ineffective. That said, in my opinion, many of the customer issues in the numerous reviews were that – issues beyond the customer support service. However, I still think the customer service, in many cases, failed in managing the situation. For example, there were two instances of emails not replied, and the customer agent being unfriendly.
Also, I notice that there was no single response from Jack Wills to any disgruntled customer in any of the independent review platforms we checked. This does not speak well of the company’s customer support service. Many online fashion retailers that we’ve reviewed seek out disgruntled customers on various customer review platform and seek to solve their issues.
Jack Wills is a popular UK brand. There is no doubt that the company is legit; it’s duly registered in London, has been operating for almost 20 years and its hundreds of physical stores give it the capacity to fulfil orders. The online shop is safe also because they use industry standard data protection technology.
Jack Wills provides clothing products and accessories for men and women. The inspiration behind the brand can still be seen in that Jack Wills epitomizes a carefree, youthful sprit. Thus, what stands out in their collection is their loungewear and casual wears.
The online store holds a wide product range, but they can increase their inventory in some of the product categories so that customers can have a larger selection to choose from. Their prices are not expensive, but they are not the best either. However, there are lots of promotions that significantly bring prices to affordable limits. But the thing is that such discounted (sales) purchases cannot be returned. Where you opt to return any item, they allow 28 days from the delivery date.
There are a few areas that Jack Wills can improve upon. They should try to ship to many more countries; they should try to improve their delivery times (the complaints of late delivery are just too many), and they should try to improve their customer support service.
· Free shipping is offered
· Wide range of options for contacting the customer support service
· Prices of items are in the affordable range
· Run a good number of promotions that significantly slash prices of their merchandise
· Number of items in some clothing sections is not large enough
· Ships to relatively few countries/ regions (only 75)
· Relatively long delivery times
· Free shipping is not available for all countries covered
· Customer support service is not available 24/ 7, and the “support” is not as helpful as we’ll want
Wish you all the best!
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