Help - Frequently
asked questions
Before contacting us, why not see if your question has been answered below.
How do I place an order?
See our guide on "How to place an order".
Why do I need to sign up as a customer to order?
By signing up as a customer, we can make checking out much quicker. Each time you return to the store your details are remembered, removing the need to re-type billing and delivery addresses.
By registering will you pass my details to other companies?
Certainly not. John Smedley guarantees that we shall not share, rent or sell your details to any other company.
Does registering mean you will send me marketing information?
No. By registering with John Smedley, you are simply creating an account. As part of the registration process you can choose to receive emails and post about specials offers and news. If at any time you wish change you preferences, you can do so by logging in with your username and password and accessing the "Account" section. You can also unsubscribe from our promotional emails by clicking the "unsubscribe" link present at the bottom of every email.
What do I do if my login doesn't work?
Firstly be sure that you are using the correct email address and password. If you cannot remember your password, please see the answer below. If you still have problems logging in, you can contact enquiries@johnsmedley.com.
What do I do if I have forgotten my password?
If you've forgotten your password, you can simply click the "Forgot your password" button on the log-in screen. You can navigate to this page by clicking here http://www.johnsmedley.com/customer/account/forgotpassword/
How can I receive a discount or special offer?
To find out about our discounts and special offers, you must be subscribed to our promotional emails. You can choose to receive our emails during the registration process, or if already registered, you can alter your details in "My Account". If you are having problems doing this, you can contact our customer services via enquiries@johnsmedley.com
Why has my payment card been declined?
If for any reason your payment card is declined, we recommend contacting your bank or card issuer for further information.
Is your website secure?
We employ numerous methods to ensure that our website offers very high levels of security. All our payments and associated payment information is handled through RBS Worldpay. RBS Worldpay adopts industry standard security methods such as SSL encryption.
How can I pay for my order?
We accept Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, American Express, JCB, Solo, Maestro and Paypal. Please click here for more information regarding payments.
How do I use a discount code?
Promotional/Discount codes can be entered at the basket stage. You will find a box in the lower portion of the screen. Please remember to enter your code carefully, and to click the "Apply Discount Code" button. You should now see that the relevant discount has been applied to your basket.
I've received a promotional code but it doesn't work?
Many of our promotional/discount codes have strict rules attached to them. Some expire after a certain date, some will only work on certain products. If you are unsure about your code, please contact customers services via enquiries@johnsmedley.com
After you've placed your Order
Can I cancel an entire order?
Yes, you can cancel your order, but this depends on the order status. If you wish to cancel an order you need to call us as soon as possible. We can only cancel orders which haven't been despatched. If your order has already been despatched, you can either refuse to accept the delivery from our courier or alternatively follow our returns procedure for a refund. Our online sales phone number is +44 (0)1629 530479 or email enquiries@johnsmedley.com.
Can I cancel an item from my order?
Yes, you can cancel an item from your order where possible. We can cancel an item up to the despatch process so please contact us as soon as possible. Our online sales phone number is +44 (0)1629 530479 or email enquiries@johnsmedley.com. If your order has already been despatched, you can return the unwanted items as set out in our returns policy for a full refund.
Why has my order been cancelled?
If your order has been cancelled, without your prior knowledge, please contact our customer services via enquiries@johnsmedley.com.
Can I add an item to my order?
Yes, we will always try and accept order amendments where possible. We amend orders up to the despatch process, so if you add to your order, please contact us via enquiries@johnsmedley.com at the first possible opportunity.
How do I track my order?
You can track your order by visiting the DHL website and entering the tracking number displayed on your despatch confirmation email.
If you cannot find your tracking number you may contact customer services via enquiries@johnsmedley.com who will gladly provide it.
What if my order tracking doesn't work?
If your order tracking number doesn't work please ensure you are entering the entire number on the correct website. If you continue to have problems tracking your order please contact customer services via enquiries@johnsmedley.com.
Do you deliver to my country?
John Smedley will deliver to any country that we possibly can. By using DHL International we can be sure of the greatest worldwide coverage. We are not currently aware of any countries which we cannot deliver to. If for any reason you suspect we do not deliver to your country, you can contact customer services via enquiries@johnsmedley.com before placing your order.
Can I order from outside the UK?
Yes, we encourage orders from anywhere in the world. Please remember if you are outside of the UK your order may be subject to delivery charges and customs taxes.
What will my postage costs be?
All overseas orders are subject to a £10 delivery charge per item. The charge has been removed from our sock and hosiery products. The £10 charge applies to all non-UK countries, and is for each item. You will be shown the total costs of postage at the final checkout stage.
Do non-EU orders benefit from 0% Tax?
Yes, As long as your delivery address is outside the EU, you can benefit from 0% Tax on all of your orders.
I am a Non-EU citizen and my order was delivered to the UK. I am now travelling back to my non-EU country of residence. Can I claim back VAT on my order?
Yes, John Smedley are happy to help with your claiming back of VAT. Please contact customer services via enquiries@johnsmedley.com including details of your order number and country of residence.
What is your returns policy?
Our returns policy can be found here.
Do I have to pay for returns?
If your parcel was delivered within the UK, you returns are completely free. You should have received a free returns sticker with your goods, which you can attached to your parcel when returning. If your parcel was delivered to outside of the UK, parcels should be returned at your own cost. For more information about our returns policy, please click here.
Do you still make style "XYZ"?
If you are looking for a certain product, it may sometimes be easier to search on our online store. You can perform a product search by using the search box which always appears in the top right portion of the screen.
If for any reason you cannot find the garment you are looking for, please contact our customer services via enquiries@johnsmedley.com or alternatively call +44 (0)1629 530479.
Please remember that we operate on 2 seasons per year. You may find that during the months of March - August our Merino Wool range will be more limited and September - February our Sea Island cotton range.
Do you have product "XYZ" in size "X"?
If your size is unavailable in the drop down selection on the product page, then the product is currently out of stock. If you urgently require this size you can contact our customer services via enquiries@johnsmedley.com or alternatively call +44 (0)1629 530479, who will be able to give you further information on availability.
What does colour "XYZ" look like?
We employ many methods to ensure our on-screen garment colours look as vibrant and rich as possible, however due to the many different screen settings, it is difficult to ensure you are seeing the colour in a true light. If you would like to request a colour swatch card then please contact our customer services via enquiries@johnsmedley.com
How does style "XYZ" compare with style "ABC"?
Due to our large range of styles it can seem confusing when presented with similar products. To understand more about each of our styles, please read the "Product Description", which can be found on each product page, to the right of the main product image. Each of our styles is also given a "Fit". The fit of a garment will describe more about the shape and how the garment fits the body. If you are still unsure you can always contact customer services via enquiries@johnsmedley.com and you will get a prompt detailed response to your query.
I have seen a certain style in a magazine but don't know the style name, can you help?
Yes, if you contact our customer services via enquiries@johnsmedley.com they will gladly be of service.
Where is my nearest John Smedley stockist?
John Smedley have stockists in over 23 countries. You can find you nearest stockist by using our "Where to Buy" http://www.johnsmedley.com/wheretobuy stockist finder.
When you are unable to visit a local retailer, we recommend shopping online for the widest choice of styles and sizes.
Which styles does my local stockist carry?
The number of styles a stockist carries can vary greatly. We would recommend contacting the stockist ahead of your journey via the contact details listed on our "Where to Buy" http://www.johnsmedley.com/wheretobuy stockist finder.
How can I un-subscribe to John Smedley promotional emails?
You can simply unsubscribe from our promotional emails and newsletters by clicking the "unsubscribe" link. This link can be found at the bottom of every email we send. You cannot unsubscribe from our "order confirmation" emails, as we see this email as an important process of your order.
How can I start receiving John Smedley promotional emails?
To find out about our discounts and special offers, you must be subscribed to our promotional emails. You can choose to receive our emails during the registration process, or if already registered, you can alter your details in "My Account". If you are having problems doing this, you can contact our customer services via enquiries@johnsmedley.com
