Help - Returns

With each order John Smedley will provide you with a returns label and returns form. The returns form should be completed and label attached to the outside of the box and taken to a post office. Within the United Kingdom this service is free.

Standard return policy

All shoppers based within the EU may return unwanted item(s) by exercising their rights under the Distance Selling Regulations (DSR) as detailed below. We also offer a standard returns policy which covers returns or exchange of any unwanted item(s).

You should return your unwanted item(s) within 14 days of receiving them. When your delivery is signed for, the time and date of delivery is logged on our system. Returns outside of this timeframes may be accepted at the discretion of John Smedley Ltd and may only be refunded as a credit against a future purchase. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to do so, we may have a right of action against you for compensation.

You shall not have any right to cancel a contract for the supply of any goods which are personalised or made for your specification in any way.

Item condition

Items should be returned in an unused, re-sellable condition, and with all John Smedley garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. John Smedley underwear should be tried on over underwear.

Exchanges

You may exchange your unwanted item(s) for a different style, colour or size, based on stock availability. Shipping is free on the replacement item; however you may be liable for duties and taxes if based outside the EU. All exchanges must adhere to the guidelines set out in our returns policy.

Receiving a refund

Your refund can only be credited to the original payment card, PayPal™ account or Alipay™ account. For order cancelled under the DSRs, the refunded amount will include shipping costs. Shipping costs will not be refunded for any items returned under our standard returns policy.

If you are based outside the EU, any customs duties or sales taxes will not be refunded by John Smedley Ltd, however we recommend that you contact your local customs office. If you are based inside the EU, all sales taxes will be refunded by John Smedley Ltd.

Please allow up to 10 business days for any refund to your original payment card or account.

Faulty goods

John Smedley will deem goods to be faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Any items that are damaged as a result of wear and tear are not considered to be faulty. Where appropriate we will offer to repair any faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same colour, subject to availability. If we cannot fulfil this replacement, you will receive a full refund for the item or a suitable replacement.

Returning gifts

John Smedley offers a relaxed returns window during the month of November and December. Any item(s) purchased during the month of December for the purpose of a gift must be returned for a full refund or exchanged by the following 31th January.

Cancelling your order under the distance selling regulations

If you are based in the EU you have the right to cancel your order with John Smedley under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs). You will need to provide written notice within seven working days of receipt of the goods. You must notify our customer care team in writing of your wish to cancel the contract for your order by either emailing customercare@johnsmedley.com or write to us at:

Online Customer Service
John Smedley Ltd
Lea Mills
Lea Bridge
Matlock
Derbyshire DE4 5AG
United Kingdom

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to do so, we may have a right of action against you for compensation.

On receipt of your notice of contract cancellation, customer care will email you issue you with instructions on how to return your item(s) to John Smedley Ltd. Any returns should be sent to:

Online Returns Department
John Smedley Ltd
Lea Mills
Lea Bridge
Matlock
Derbyshire DE4 5AG
United Kingdom

John Smedley recommend that you retain proof of sending, in case of a dispute. All items must be returned unused, and in their original condition. You will receive a full refund for the value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.