Instructions For Returning Garments - UK
We hope you’re completely satisfied with your purchase. However, if you wish to return an item, you can do so within 14 days of receiving your order by following these simple steps:
1. Repack your item(s) securely in the original packaging.
2. Create your return via our DPD Returns Portal.
3. Print and attach your prepaid DPD label to your parcel. You can do this easily at home or when you drop it off at your chosen location.
4. Drop off your return at any DPD location.
Once your return has been received and inspected by our Returns Department, please allow up to 14 days for your refund to be processed back to your original payment method.
Please remember to obtain Proof of Drop-Off from DPD, as we’re unable to accept responsibility for any items returned without this.
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.
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 retail locations 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.
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
We’ll always refund you back to your original payment card or account. If you cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, your refund will also include shipping costs. Please note that shipping costs are not refunded for items returned under our standard returns policy.
If you’re shopping from outside the EU, customs duties or sales taxes can’t be refunded by John Smedley Ltd, but you may be able to reclaim them by contacting your local customs office. If you’re shopping from inside the EU, we’ll refund all sales taxes directly.
If you’re based in Canada, good news — as part of the Canada Duty Drawback programme, we’ll also refund any duties you’ve paid on returned items. This will be added to your product refund and sent back to your original payment method.
Please allow up to 10 business days for your refund to appear in your account.
Please note, refunds are not available on digital gift cards.
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 return 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 can be returned for a full refund or exchange by the following 31st January.