We pre-answered your question. Because we’re psychic.
We’ve answered the most common questions below — from shipping stress to sizing guesswork. If you’re still unsure, confused, or stuck mid-checkout, message us. We’re real and we reply.
Shipping
Below are some common questions about shipping, returns, and exchanges
When will my order ship?
Everything’s packed by one human (hi, it’s Lora). Orders usually ship within 4–7 working days. Handmade or pre-order items may take a little longer — I’ll always keep you updated.
How long does delivery take (UK & international)?
UK: 2–5 working days after dispatch
International: 5–14 working days (give or take a customs adventure)
Yes, we ship internationally to select countries. Don’t see yours at checkout? Email needaspot@jug.com and I’ll try to make it happen.
Do I get tracking? And what if it’s delayed?
Yes! You’ll get a tracking link when your order ships. If it hasn’t updated in 48 hours or seems lost in the void, email me with your order number and I’ll investigate.
What about customs fees and free shipping?
- UK orders only over £100 ship free
- International customers are responsible for any customs/import fees
Returns
Below are some of are common questions about orders
Can I return my order?
Yes — you’ve got 14 days from when it arrives to request a return. Items must be unworn, unwashed, and still in good nick. Email needaspot@jug.com with your order number to get started.
Do you offer free returns?
Not right now. Since JUG is a one-woman show, return shipping is on you — unless the item arrives damaged or incorrect. Then it’s 100% on me.
Can I swap for a different size or colour?
If I’ve got it in stock — absolutely! Just email me and I’ll help you sort it.
If not, I’ll offer a refund or store credit.
Just make sure the item is unworn, unwashed, unscented, and still has the tags on — basically in “I tried it on, didn’t climb in it” condition.
You’ll still need to cover return postage (unless something arrived wrong or damaged).
Orders
Below are some common questions about our products
Can I change or cancel my order?
Emai needaspot@jug.com ASAP. If I haven’t shipped it yet, I’ll try. Once it’s out the door, we’ll have to go the returns route.
Can I change my shipping address after ordering?
If your order hasn’t shipped yet, yes — email needaspot@jug.com ASAP with your new address. If it’s already out the door, we’ll have to hope the postal gods are kind.
I didn’t get an order confirmation — did it go through?
Check your spam/promotions tab first (email love hiding there). Still nothing? Email me with your name and I’ll sort it.
Products
Below are some common questions about our products
Who’s your gear made for?
Our gear is for anyone and everyone who vibes with it.
We focus on casual, indoor bouldering wear— soft, functional, and colourful stuff that moves with you (and makes you feel good while doing it). Whether you climb twice a week or just love the look, you’re welcome here.