Please see below for information about how to prepare your goods to return them to us and how to make the most of our free returns service. Please note that our free returns service is available only to customers in the United Kingdom.
To return goods, simply fill out the reverse of the invoice and package the goods in suitable packaging. Items must be unwashed, unworn and still have their tags and labels attached.
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 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. If you no longer have the original invoice then please contact us before returning your goods.
If you are returning goods from outside of the United Kingdom then you are responsible for any costs incurred to ship your returns to us, unless the goods are either faulty or have been sent in error (see below).
If you are returning goods from the USA then you are able to ship your returns to a local address in the USA rather than directly to us in the UK. The address for US returns is:
Joe Browns Returns Processing, 1457 Miller Store Road, Suite 101, Virginia Beach, VA23455.
If you are returning your goods from the United Kingdom then you can take advantage of our free returns service.
To use the free returns service, click this link www.myhermes.co.uk/returns/joebrowns and follow the instructions given. This free returns option is available by using the myHermes '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 that we include 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.
You also have the option of arranging for a myHermes courier to collect your parcel from you. There will be a charge of £4.00 for the added convenience of a collection. You can arrange your collection online by visiting www.myhermes.co.uk/returns/joebrowns. Collections can only be arranged for UK addresses.
We offer a 21 days returns policy and in the run up to Christmas, we extend this period to allow you to return any items that you purchase for friends and family as Christmas presents.
Please ensure that all Christmas gift items are returned to us by the 10th of January.
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.
In the unlikely event that there is a problem with your order then please contact us straight away and before arranging the return of the goods. Thank you.
We don't expect you to pay to return faulty goods, or goods that have been sent to you in error – you can take advantage of the free returns service (see above for more information). If you are outside of the United Kingdom then please contact us about how you can return faulty or incorrect items without incurring a charge for shipping. Thank you.