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FAQs

Most common questions:

  • When will my order arrive?
  • How do I redeem a gift voucher?
  • How do I apply my discount code?
  • When will I receive my refund?

I have a different question about:

Payment Questions

Gift Voucher Questions

Delivery Questions

Returns Questions

Sizing Questions

Account Details Questions

Answer

Ordering

  • Our Website – once you've found the items you want, simply click the 'add to basket' icon under the item in question, which will add it to your shopping basket. Once you've added all the items you wish to purchase, click the Proceed to Checkout button then simply confirm all of the details until the last screen gives you an order reference number. You can check the contents of your basket at any time by click the Shopping Basket link at the top of the screen. Ordering via the website is totally secure - we take many precautionary measures to ensure that any details you give us will be handled securely.
  • Phone – call us on 0113 270 6655 and one of our friendly advisors will assist you in placing your order.
    Lines open 8:00am to 6:00pm Mon-Fri, 9:00am to 5:00pm Sat, 10:00am to 4.00pm Sun.
    10:00am 4:00pm on bank holidays (excl. Christmas Day, Boxing Day, New Year's Day).
    A 24 hour voicemail facility is available outside of our business hours - leave us a message and we'll call you back as soon as possible.
  • Fax – send your order form to us at 0113 270 8000
  • Post – simply post your order form to, Joe Browns Ltd, Kandy Works, Brown Lane East, Holbeck, Leeds, LS11 0BT. Please ensure all required information is included and that details are written clearly. This will ensure your order is processed promptly.
  • Skype – Skype us on joebrowns to speak directly to one of our customer service staff. If you have a webcam you can talk face to face. The Skype line is open from 10:00am until 4:00pm Monday to Friday.

Signing up for an online account means that you can speed up the checkout process; add and retain multiple delivery addresses; track your order through our order processing trail; view previous orders that you've placed

Please be aware that we may require you to provide us with proof of identity in the form of a passport, driving license, and/or recent utility bill before we are able to process your order. This is a policy that is in place solely to allow us to protect our customers.

Still have a question? Click here to contact Customer Services

We are happy to accept the following cards: Maestro, Solo, American Express, MasterCard, Visa, Electron, and Delta.
You can also pay by personal cheque, or by postal order - these should be made payable to Joe Browns Ltd.
Please allow anything up to 10 working days for all cheques to clear.

Please enter any Discount Codes in the 'Got a code' box during the Checkout procedure.
If you've got a Joe Browns gift voucher to use then this needs to be entered on the Payment section at the end of the checkout.

If you are entering the discount code in the correct place then your code may have expired. If in doubt, please contact us.

Only one promotional code can be redeemed against any one order. Promotional codes cannot be redeemed against orders that have been submitted to us via an affiliate website, unless the promotional code is used in lieu of any benefits that have been offered by the affiliate partner.

Unfortunately we do not have the facilities to enable us to supply a credit option. However, a pro to not doing so is that we're able to keep our prices lower than stores that do offer credit facilities.

Please call us on 0113 270 6655 prior to placing your order if you are based in the Channel Islands. Thank you.

Joe Browns gift vouchers are sent to the recipient via email or post. The vouchers contain a unique code which is entered at the checkout to pay or part pay for a purchase.
Email gift vouchers can be sent directly to any person with an email address. Alternatively, you can send the voucher to your own email address, allowing you to print it out and hand to the recipient personally. The recipient must have an email address in order to redeem the voucher.
If you receive a gift voucher, make sure that you save the email or paper voucher or keep a record of the code, to enable you to redeem it.

Yes, gift vouchers can be redeemed on any Joe Browns purchases.

You can buy gift vouchers in any denomination from £5 to £500.

E-mail gift voucher orders placed between Monday and midday Friday will be delivered within 24 hours. Orders placed after this time and through the weekend or Bank Holidays will be delivered by midday on the following Monday. Postal gift vouchers may take 3 to 5 days. Be sure that the recipient's email address is correct and that they are allowed to receive HTML emails. Some HTML emails will automatically go into a 'Junk Mail' folder, so if nothing is received, please check this folder. If 24 hours has passed and the gift voucher is not in the Junk Mail folder, then you should contact us.

No, you don't.

It's simple to redeem a gift voucher.This can be done on the during the checkout process. Add the product(s) you want to your shopping basket. Click 'Checkout' when you are finished shopping and you will be presented with an option to redeem your voucher on the payments page.
Where to enter the gift voucher code

Yes, you can redeem the voucher against more than one product.

Gift vouchers expire six months after the date on which they are issued.

Yes, the voucher will be reinstated with the value of the remaining funds, after you check out. If you had entered more than one voucher the 'change' will be in the last voucher entered.

The balance can be paid by credit/debit card.

If the voucher has not been used, the person who purchased the voucher needs to contact us.

No, refunds cannot be given on gift vouchers.

Unfortunately, you cannot amend your order to add a gift voucher once you have placed it.

You will receive an email with a new gift voucher code for use with a future purchase.

You will be given the option during checkout to apply more than one gift voucher to the order.

UK orders are despatched via the Hermes courier service. International orders are despatched via UPS, DHL or Royal Mail depending on your location (the firm chosen for overseas delivery is predetermined and cannot be overridden). Whilst these are not guaranteed delivery services, the majority of UK orders will be delivered within 2 working days once they have been despatched. Please allow up to seven working days for the delivery of UK orders and up to ten working days for overseas orders. We aim to despatch all orders within 2 working days.

All UK orders are subject to a £4.00 delivery charge except when ordering Joe Browns gift vouchers or adventure gift vouchers. If you order only vouchers you will be charged a reduced delivery rate of £2.00. Please note that if we despatch your goods separately you won't be charged again for postage - we'll cover any additional costs for you. Likewise, when you return goods for exchange items, we won't charge you again when the exchange items are despatched.

Yes. If you have signed up for an online account then simply click the 'My account' button after you have logged in and then add the alternative address to the list of available slots below your billing address. Using the address finder will ensure that your address is correct and in a valid format. If you do not wish to sign up for an online account then you will be asked for only one address during the online checkout facility, which should be the address to where you wish to have your parcel delivered.

A signature may be required upon delivery. If you are not at the delivery address to sign for the parcel, the couriers will attempt a further two deliveries and subsequently will return the parcel to ourselves. Alternatively, if the courier deems it safe to do so, they may possibly leave the goods in a secure location on your premises or with a neighbour. Please note our advisors cannot be held responsible if you are not at the delivery address to accept goods when they are delivered.

We only charge one delivery fee and this is the delivery fee that is added to your order at the order processing stage, so if part of your order has been despatched and we are awaiting stock to make up the rest of your order, you will not be charged for delivery again.

BFPO parcels are subject to a flat rate charge of £7.00. The reason for this higher charge is that due to security reasons, Joe Browns are not allowed by the MOD to ship items directly to BFPO overseas addresses and therefore the only approved method of getting goods to you is via a central MOD collection point. The second stage of your delivery is completed by the MOD who then in turn pass on an agreed charge to Joe Browns, which is based on the MOD's average cost for all deliveries throughout the world.

Delivery charges are £8.00 Europe and £12.00 rest of world.
We deliver to the following overseas locations:
Europe: Albania, Andorra, Armenia, Austria, Belgium, Belarus, Bosnia and Herzegovina, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine.
Rest Of World: Algeria, Argentina, Australia, Azerbaijan, Bahamas, Bahrain, Barbados, Bermuda, Botswana, Brazil, British Virgin Islands, Brunei, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Dominican Republique, Ecuador, Egypt, Falkland Islands, Faroe Islands, Greenland, Guatemala, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kenya, Kuwait, Lebanon, Malaysia, Maldives, Mauritius, Mexico, Namibia, New Caledonia, New Zealand , Oman, Pakistan, Peru, Philippines, Puerto Rico, Qatar, Russia, Saudi Arabia, Seychelles, Singapore, South Africa, South Korea, St Kitts And Nevis, St Lucia, Swaziland, Syria, Taiwan, Tanzania, Thailand, Tunisia, United Arab Emirates, Uruguay, USA, Vietnam, Zambia, Zimbabwe.

We deliver the full Joe Browns range directly from our UK warehouse to Germany and also through Amazon Germany. Alternatively some of our designs are available with a credit facility via Otto in Germany. You can see the Joe Browns Otto range here.

Good news! You can now take advantage of a free returns option! See below for more details.

To return goods, simply fill out the reverse of the invoice and package the goods in suitable packaging. Please ensure that the invoice is included with the goods and that you've marked on it what you're returning and why and list any items that you require in exchange of those being returned (if you do require goods in exchange of those being returned then we will cover the outbound P&P charge when despatching your exchange order). If you no longer have the original invoice then please contact us before returning your goods. If any items to be exchanged are more expensive than the original items then you will need to supply a daytime telephone number to allow us to contact you during office hours to obtain payment details for the additional charges. If we cannot reach you then we will either leave a message, or send a letter or email asking for you to contact us.

To use the free returns service, click this link www.myhermes.co.uk/returns/joebrowns and follow the instructions given.
Free returns are available by using the Hermes 'ParcelShop' service, which allows you to drop your parcel off at one of 3000 locations in the UK. You will need access to a printer in order to take advantage of the free returns option.
Goods can still be returned at cost to you via your preferred delivery service provider parcels are to be posted to: Joe Browns Ltd, Kandy Works, Brown Lane East, Holbeck, Leeds, LS11 0BT.

Items must be unwashed, unworn and still have their tags and labels attached. We will process your return as soon as possible, although we kindly ask you to leave anything up to 14 days for processing. You have a statutory right to have a full refund including the outbound postage and packing charges if you notify us in writing within seven working days from the day after you receive your goods that you intend on returning your order to us. Please ensure that you receive a proof of postage for your own records and have adequate insurance cover should the parcel be lost. Joe Browns can not be held responsible for lost parcels. In the run up to Christmas, we extend our 21 day returns period to allow you to return any items that you purchase for friends and family as Christmas presents after the big day, but please ensure that all items are returned to us no later than the 11th of January.

Yes! We've teamed up with myHermes to give you the option of returning goods without incurring a charge. To use the free returns service, click this link www.myhermes.co.uk/returns/joebrowns and follow the instructions given.
Free returns are available by using the Hermes 'ParcelShop' service, which allows you to drop your parcel off at one of 3000 locations in the UK. You will need access to a printer in order to take advantage of the free returns option.
If you don't have a local ParcelShop or access to a printer then you can use the sticky-back Royal Mail free returns label included with your order by taking your parcel to a Post Office branch. Please ensure that you receive proof of posting.
Goods can still be returned at cost to you via your preferred delivery service provider parcels are to be posted to: Joe Browns Ltd, Kandy Works, Brown Lane East, Holbeck, Leeds, LS11 0BT.

Please click here for full instructions on returning goods to us. Thank you.

We will process your return as soon as possible, although we kindly ask you to leave anything up to 14 days after we receive the parcel for processing.

No, once you've paid to have the initial order posted out, we won't charge you again, as any subsequent outgoing postage will be paid for by ourselves.

Please don't hesitate to contact us because if there is a problem, we will do everything we can to resolve any issues you may have. After all, it maybe a problem we're unaware of, in which case we'd appreciate notification so that we can take appropriate action to resolve matters. We don't expect you to pay to return faulty goods, or goods sent to you in error and we will therefore post you a free returns label out so that you don't incur costs to return the items in question.

To return goods, simply fill out the reverse of the invoice carefully, package the goods in suitable wrapping and return to us at 1457 Miller Store Road Suite 101, Virginia Beach, VA 23455. Please ensure the invoice is included with the goods and that you've marked on it what you're returning and why and list any items you require in exchange of those returned. If you no longer have the original invoice, please contact us with your full address, order number or customer number.

What do the order status phrases mean?

Entered on Website
Your order is awaiting processing and validation of payment – if this status is still present after more than 24 hours, please get in contact through the Contact Us page.
Promised
Your order is ready for despatch if stock is available.
In Picking
Your order is in our warehouse and the goods are being picked and packed.
In Despatch
Your order is ready for shipment.
Partially Invoiced
Part of your order has been sent and any remaining items will be sent separately.
Cancelled
Your order has been cancelled, please contact us should you need to query this.
On Hold
Your order has been placed on hold, please contact customer services should you have any queries.
On Credit Hold
Your order is awaiting payment approval from your card issuer.
Completed
All items have been shipped.

Still have a question? Click here to contact Customer Services

The best way to check sizing is to click the 'Size Chart' button that appears below each item. Most of these size charts are bespoke and will give you the actual measurements of the garments, so you can determine whether an item is a fitted garment, or whether it's intended to be worn baggier. If you're unsure after checking the charts, please don't hesitate to ask for help.

Unfortunately this isn't a service we can offer direct, although we have been working with a couple of companies in order to bring you a small range of our collection in plus sizes. You can view this collection through Simply Be's UK website or Simply Be's US website .

As Joe Browns is growing, eventually we hope we'll be able to supply children's clothes from the ages of 11 to 16. As the demand for the current catalogue is so great we are concentrating on men's and ladies range at the moment (although you'll find many of the extra small and small sizes may fit young teens).

Item X says it's sold out, but will you be getting more in?
No, unfortunately if the white cross inside the red box is being displayed it means the item has been discontinued due to additional stock being unobtainable – we can no longer supply this item and it is on the website simply for reference.

Still have a question? Click here to contact Customer Services

As you would hope is the case when ordering through any online firm, Joe Browns considers the security of our customers' details to be immensely important. We utilise and continually update and improve a powerful combination of systems and policies that allow us to ensure that your details are perfectly safe and secure. Joe Browns is PCI compliant, and our website operates using 128bit SSL encryption technology. Additionally, we work with two third party firms Thawte and SecurityMetrics who help you to be able to confirm that we are who we say we are and that you are perfectly safe when ordering with us.

Still have a question? Click here to contact Customer Services

Signing up for an online account means that you can speed up the checkout process; add and retain multiple delivery addresses; track your order through our order processing trail; view previous orders that you've placed.

We make our postal mailing lists available to carefully screened companies whose products or services may interest you. If you'd prefer to have your name withheld, please ensure you 'tick the box' when ordering, or contact us should you have already placed your order. We do not pass on either your telephone number or your email address as these are solely for our use should we need to contact you.

This maybe for two reasons firstly, due to the way in which the mailing lists are prepared, i.e. in advance of the catalogues being posted out, it is likely we may send you a catalogue or two before the change takes effect. Alternatively, if you have not received confirmation from us that we have removed your details, it may simply be a case of us not having received your request, in which case, get in contact via the Contact Us page.

Simply email us via the Contact Us page, informing us of both your new and previous address in full. If you have never purchased anything directly from Joe Browns, please also include the 'cat ref', which appears in a small yellow box on either the back page of the catalogue, or on the order form inside.

Still have a question? Click here to contact Customer Services

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