Returns & Refunds

With each order John Smedley will provide you with a returns form, including instructions on how to return any unsuitable items and how to create a returns label via Global-e. The returns form should be completed and label attached to the outside of the parcel and sent back to John Smedley to be processed.

Extended Christmas Returns

For orders placed from 1st November 2023 to 12th January 2024: Items can be returned for a refund until 31st January 2024 (subject to our returns policy).

COVID-19 Returns Policy Update

We understand it may be more difficult to return your items during the current climate. Therefore, we’re happy to support by extending our returns timeframe to 60 days until further notice. Simply return as normal within our usual returns policy terms and conditions, but using the extended period of 60 days, and we will honour all returns and refunds. If you are in any doubt, please contact us on customercare@johnsmedley.com


Instructions For Returning Garments - UK

We hope you are completely satisfied with your purchase, however, should you wish to return a garment please do so within 14 days from receipt of your goods, by following the simple procedure outlined below:

1. Please complete the Returns slip at the bottom of your delivery paperwork, indicating why you are sending the goods back and whether you are requesting a refund or exchange.

2. Place the goods back in the original bag/box and reseal.

3. Follow the Royal Mail returns link printed on your despatch note and complete the relevant information (if you cannot find the link, please contact customercare@johnsmedley.com with your order reference and a member of the team will be more than happy to assist).
4. Print and attach the Prepaid Returns label to your parcel making sure you securely package the item to avoid damage.
5. Take to your nearest Post Office branch and ask for proof of postage (see www.royalmail.com/branchfinder to find your nearest branch). The garments will be returned to John Smedley at no cost to yourself.

 

Once the order has reached our Returns Department and has been inspected, please allow up to 14 days for a refund to be credited back to your payment method.


Please ensure that you obtain a Proof of Posting from the Post Office. We regret that we cannot be liable for any goods returned without Proof of Posting.

Instructions For Returning Garments - International

We hope you are completely satisfied with your purchases however, should you wish to return a garment please do so within 14 days from receipt of your goods, by following the simple procedure outlines below:

1. Visit Global-e Returns Portal to generate your pre-paid return label.

2. Enter your 12 digit order number (begins with GE), and your email address, then click 'Next'.

3. Select the item/s you wish to return, choose a reason from the drop down menu and click next.

4. Print the pre-paid return label and affix it securely to the outside of the package.

There are two options to return your parcel to us via DHL:

Option 1- Arrange a collection with DHL online
- Visit https://returns.dhl.co.uk/ereturns/
- Select your country from the drop-down menu and click 'Go'.
- Enter your return waybill number that is printed on your return label and click 'Schedule Pickup'.
- Fill out the schedule pickup form. Your pickup address will populate automatically, based on your waybill number.
- Check the details are correct and then click 'Schedule Pickup'.
- A summary and confirmation of your pickup will then display, please take a note of your booking reference number.

Option 2 – Drop off your parcel to one of DHL’s local service points.
- To find your nearest service point follow the link below:
https://locator.dhl.com
- Select your country from the drop down menu and enter your location.
- Select 'Send A Shipment'.
- Check the box that says 'I have a shipment with a DHL label' and click 'Search'.
- All available service points will be listed.


Please note that international goods return charges are the equivalent of £5 and we regret we cannot be liable for any extra return costs unless the goods are found to be faulty.

Please ensure that you obtain a Proof of Posting from your chosen method of return e.g. receipt of posting or singed consignment note. We regret that we cannot be liable for any goods lost in the transit.

 

Once the order has reached our Returns Department and has been inspected, please allow up to 14 days for a refund to be credited back to your payment method.

 

If your order was placed before 17th March 2021, then please contact our Customer Care Team to discuss an alternative procedure for your return.


John Smedley Striped Pullover - Coastal SceneJohn Smedley Striped Pullover - Coastal Scene

Standard Returns Policy

All shoppers based within the EU may return unwanted item(s) by exercising their rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as detailed below. We also offer a standard returns policy which covers returns or exchange of any unwanted item(s).

Please note that items purchased from our John Smedley London Stores (Brook Street, Jermyn Street, New Cavendish Street) must be returned directly to the store purchased from and a credit note or exchange can be arranged.

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.

We do not refund the original postage and packaging charge, but if you would like us to exchange the item(s) then you don’t pay any postage for the exchanged parcel.

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.


Receiving a Refund

Your refund can only be credited to the original payment credit or debit card. For order cancelled under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations , 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 months of November and December. Any item(s) purchased during the months of November and December for the purpose of a gift must be returned for a full refund or exchanged by the following 31st January.


CONTACT US

Please feel free to contact our Customer Service team using the contact
information on this page.

PAYMENT

Please use the information on this page for any queries regarding payment for your orders. If you still have further enquiries then please visit our 'Contact Us' page.

Standard Returns Policy

All shoppers based within the EU may return unwanted item(s) by exercising their rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as detailed below. We also offer a standard returns policy which covers returns of any unwanted item(s).

Please note that items purchased from our John Smedley London Stores (Brook Street, Jermyn Street, New Cavendish Street) must be returned directly to the store purchased from and a credit note or exchange can be arranged.

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.

We do not refund the original postage and packaging charge.

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.


Instructions For Returning Garments - International

We hope you are completely satisfied with your purchases however, should you wish to return a garment please do so within 14 days from receipt of your goods, by following the simple procedure outlines below:

1) If you wish to return an item, create a request through the Global-e returns portal (Global-e Returns Portal) using your order ID and email address. 

2) Simply print the returns label, attach it to your parcel and return it with a carrier of your choice. You will need to pay the postage or carrier charges.

3) Send via your chosen method.

Please note that international goods return charges are the equivalent of £5 and we regret we cannot be liable for any extra return costs unless the goods are found to be faulty.

Please ensure that you obtain a Proof of Posting from your chosen method of return e.g. receipt of posting or singed consignment note. We regret that we cannot be liable for any goods lost in the transit. 

 

If your order was placed before 17th March 2021, then please contact our Customer Care Team to discuss an alternative procedure for your return.


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 credit or debit card. For order cancelled under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations , 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 months of November and December. Any item(s) purchased during the months of November and December for the purpose of a gift must be returned for a full refund by the following 31st January.


Cancelling Your Order Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations

If you are based in the EU you have the right to cancel your order with John Smedley under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations . 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. The costs of returning the goods will not be refunded by John Smedley Ltd. You will receive a full refund for the value of your order, including your original, basic 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.

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CONTACT US

Please feel free to contact our Customer Service team using the contact
information on this page.

PAYMENT

Please use the information on this page for any queries regarding payment for your orders. If you still have further enquiries then please visit our 'Contact Us' page.