Help - Frequently Asked Questions
Before contacting us, why not see if your question has been answered below. If you do need to contact us for any reason, please do so via our customer care team at firstname.lastname@example.org or by telephoning 0800 6523498.
How do I place an order?
Please see http://www.johnsmedley.com/uk/help/ordering.
Do I need to create an account to place an order?
No, you may checkout as a “guest” by selecting this option at the checkout. However, by creating an account we can speed up the checkout process for you on subsequent visits. Each time you return to the store and log in, your details are retrieved, removing the need to re-type billing and delivery addresses.
By creating an account will you pass my details to other companies?
Does registering with John Smedley 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 subscribe to our Email, SMS or Postal mailing lists to hear 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 of our site. You can also unsubscribe from our promotional emails and SMS by following the "unsubscribe" instructions carried on each communication.
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 follow the steps below. If you still have problems logging in, you can contact our customer care team at email@example.com or by telephoning 0800 6523498.
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 visiting http://www.johnsmedley.com/uk/customer/account/forgotpassword/
Why has my payment been declined?
If for any reason your payment 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 Worldpay™. Worldpay™ adopts industry standard security methods such as SSL encryption to protect your personal information.
How can I pay for my order?
Through the UK Store we accept Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, American Express, JCB, Solo, Maestro and Paypal.
How do I use a gift code?
Gift 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" button. You should now see that the relevant discount has been applied to your basket.
After You’ve Ordered
Can I cancel an entire order?
If you wish to cancel an order you need to notify us as soon as possible. If your order has been despatched, you can either refuse to accept the delivery from our courier or alternatively follow our returns procedure for an exchange or refund. You can notify our customer care team that you wish to cancel your order at firstname.lastname@example.org or by telephoning 0800 6523498.
Can I cancel an item from my order?
Yes, you can cancel an item from your order where possible. We can only do so before time of despatch. You can notify our customer care team that you wish to cancel an item from your order at email@example.com or by telephoning 0800 6523498. If your order has already been despatched, you can return the unwanted items as set out in our returns policy for an exchange or refund.
Can I add an item to my order?
Yes, we will always try and accept order amendments wherever possible. We can amend orders up to the time of despatch, so if you wish to add to your order, please contact us via firstname.lastname@example.org or by telephoning 0800 6523498.
How do I track my order?
You are able to track your delivery by using the tracking number supplied on your order confirmation by visiting the DHL website at www.dhl.co.uk/en/express/tracking
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. Also please wait at least 12 hours before trying to track your parcel, as there can be a slight delay on our carriers’ tracking systems. If after 24 hours you still cannot track your parcel, please contact customer care team via email@example.com.
Do you deliver to my country?
John Smedley can deliver to all countries worldwide. We partner with carriers who ensure the greatest worldwide coverage.
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 local taxes and customs charges.
What will my delivery charges be?
For more information on delivery charges, please visit the delivery page of our help section.
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. This will be automatically deducted from your order.
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?
No, unfortunately you cannot claim back VAT on mail order or internet purchases. This is a rule set out by HMRC as directed by the UK government.
Do you still make a certain style?
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 care team at firstname.lastname@example.org or by telephoning 0800 6523498.
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 John Smedley’s Sea Island Cotton range.
Do you have my size?
If your size is unavailable on the product page, then the product is currently out of stock. If you urgently require a size in a particular style, please contact our customer care team at email@example.com or by telephoning 0800 6523498.
What does a particular colour 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 types and 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 care team at firstname.lastname@example.org or by telephoning 0800 6523498.
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 care team at email@example.com they will gladly be of service.
I’ve bought a garment from a John Smedley stockist. Can I return this garment directly to John Smedley?
We would recommend returning the unwanted garment to the stockist where you bought the goods ensuring you provide proof of purchase.
Where is my nearest John Smedley stockist?
John Smedley have stockists in over 23 countries. You can find you nearest stockist by using our 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 stockist finder.
Mailing List and Communications
How can I un-subscribe to John Smedley emails?
You can 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 transactional emails, as these form an important part of the sales process.
How can I start receiving John Smedley promotional emails?
To find out about new products 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 firstname.lastname@example.org