We’re very sorry to hear that you believe your item may be faulty. To ensure we can support you as quickly and fairly as possible, faulty items are handled slightly differently from standard returns.
Please submit a query before returning your item
If you believe your item is faulty, please contact our Customer Experience team before sending anything back here: Submit a request – Jigsaw. This allows us to review the issue and advise on the next steps without unnecessary delay.
When submitting your query, please include:
Your order number, which ends with a JIG, or provide your store receipt or a copy of your bank statement entry.
A clear description of the issue
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Photographs showing the fault (close-ups and full garment images are helpful). You can attach pictures here:
Providing photos at the outset helps us assess the issue promptly and may avoid the need for the item to be returned unnecessarily.
Do not use the Reveni returns portal for faulty items
Please do not return faulty items via the Reveni portal.
The Reveni portal is designed for standard returns and exchanges only. If a faulty item is returned through Reveni, this can:
Delay the assessment of your item
Prevent our technical team from reviewing the fault correctly
Slow down any refund, repair, or replacement
To avoid delays, always contact Customer Experience first so we can guide you through the correct process.
What happens next?
Once we receive your query and images:
Our team will review the details and may consult our technical department
We will confirm whether the item needs to be returned for inspection
If a return is required, we will provide clear instructions on how to proceed
We will see if the item is deemed as faulty. Please note that pilling is not deemed a fault, and follow our care guide and use a pilling comb My Knitwear/Cashmere is Pilling. We are unable to expect returns of this nature