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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

Online

Select your items by clicking the 'add to basket' icon beneath the items in question. Once you've added your chosen items to your shopping basket, click the ‘Checkout’ button. Follow the on-screen instructions until you are assigned an order number. Ordering via our website is completely secure – our website is protected to the level that you would expect from any reputable online retailer.

Phone

Call us on 0113 270 6655 and one of our friendly advisors will assist you in placing your order. Our lines are open from 8:00am to 8:00pm Monday to Friday, 9:00am to 5:00pm on Saturdays, 10:00am to 4.00pm on Sundays and bank holidays (excluding Christmas Day, Boxing Day and 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 we can.

Post

Simply post your order form to, Joe Browns Ltd, Kandy Works, Brown Lane East, Holbeck, Leeds, LS11 0BT. Please ensure that all required information is included and that details are written clearly. This will ensure that your order is processed promptly.

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 debit/credit cards: Visa, Visa Debit, Visa Electron, Maestro, MasterCard and American Express. You can also pay by personal cheque or by postal order, both of which should be made payable to: Joe Browns Ltd. Please allow 10 working days for all cheque payments to clear.

This can be done by entering your code into the box that appears below that last item in your shopping basket. You can also redeem your code by calling us on 0113 270 6655 and ordering over the telephone.

If you are entering the discount code/gift voucher in the correct place (discount codes are to be entered on the shopping basket page, gift vouchers are to be entered on the payment page) then your discount/gift voucher 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.

A gift voucher will have a set value, e.g. £5.00, and will contribute a payment towards the overall cost of your order, reducing the amount that you pay towards the order. A discount code, however, will actually reduce the value of the order rather that reducing the amount that you have to pay towards the overall cost of the order - a discount code could, for example, be an offer of free P&P or a 10% discount.

We do not offer a ‘buy now, pay later’ option. However, one benefit that this brings is that we're able to keep our prices lower than they would be if we were to 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 can be sent either by post or email to either you or your chosen recipient. Gift vouchers can be redeemed when ordering either online, over the telephone or by post – simply quote the gift voucher’s unique code when ordering.

You can spend your gift voucher on any item that we sell, although a gift voucher cannot be used in order to purchase another gift voucher.

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

Email gift vouchers should be despatched and delivered within no more than 24 hours after having been ordered. Postal gift vouchers should be despatched within one working day of the order being placed – once despatched, postal gift vouchers should be delivered within a few days (they are despatched via Royal Mail 1st Class post).

If you purchased an email gift voucher, please be sure that email address that you provided us with is correct and that you/the recipient is allowed to receive HTML emails. Please also ensure that the email hasn’t been filtered by your/the recipient’s spam email software. If you purchased a postal gift voucher, please ensure that the mailing address that you provided us with is correct. If in doubt, please contact us.

No, you don't.

This can be done by entering your gift voucher’s unique code at the top of the payment page at the end of the checkout process. You can also redeem your code by calling us on 0113 270 6655 and ordering over the telephone.

Yes, you can redeem the voucher against more than one product as long as the value of your gift voucher allows this.

Any gift vouchers that you purchase will be valid for six months from the date of issue. Promotional gift vouchers are typically valid for one month and will have an expiry date shown on the gift voucher itself.

No. If the value of the order that you place is less than the value of the gift voucher then the gift voucher’s remaining balance will be saved to be used on another order as long as your subsequent order is placed within six months from when the gift voucher was issued. If you redeem more than one voucher the remaining balance will be applied to the last voucher you enter.

If your gift voucher only partially covers the value of the order that you wish to place then you can pay the outstanding balance by debit/credit card, cheque or postal order depending on whether you order online, by telephone or by post.

Please contact us (ideally, it should be the person who ordered and paid for the gift voucher that should contact us).

If you are the person who ordered the gift voucher and it has not been redeemed then we can refund you. However, we cannot offer the recipient of the gift voucher cash in exchange of the gift voucher.

Please telephone us on 0113 270 6655 as soon as possible – as long as we haven’t already started to process your order then we should be able to retrospectively apply a gift voucher to an order that has already been placed.

You will be issued with a new gift voucher by email or post.

Yes, you can add multiple gift vouchers to an order.

Yes. For £8.00 we can offer an express delivery service. If you order before 5pm Monday to Friday then your order will be delivered on the next working day. If you ordered after 5pm on a Friday then your order will be delivered on the second working day. Most UK postcodes are covered, but some exceptions do apply – please see our delivery page for more information.

We aim to despatch orders within no more than two working days, but please note that it can take longer during exceptionally busy periods such as sale periods. Once despatched, most UK orders arrive within two working days, but please allow up to seven working days - if you need your order in a hurry, we'd suggest using our express delivery option. Most international orders arrive within five working days once despatched, but please allow up to ten working days.

All UK orders are subject to a £4.00 delivery charge except when ordering Joe Browns postal gift vouchers (if you order only a postal voucher then you will be charged a reduced P&P rate of £2.00). Please note that you will pay only one fee of £4.00 even if we despatch your order in separate stages. Likewise, we won’t charge any additional fees if you return an item to be exchanged for alternative items.

Yes. If you already have an online account then you can add additional delivery addresses by clicking on the ‘my account’ button and then clicking the ‘addresses’ button – after adding a delivery address, please be sure to activate the address via the payment page. If you do not have an online account then the first address that you are asked for during the checkout will be your delivery address. You can then enter your billing address via the payment page.

UK orders are despatched via the Hermes courier service. International orders are despatched via Hermes, UPS, DHL, Whistl, OCS or Royal Mail depending on your location (the firm chosen for overseas delivery is predetermined by your location and cannot be overriden). The &rsruo;final mile‘ of the delivery process of some international orders will be carried out by your country's postal service provider.

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

No. We only charge one P&P fee, which is billed at the point of us despatching the first part of your order.

BFPO parcels are subject to a flat rate charge of £7.00. The reason for this higher charge is that the MOD do not allow us to ship items directly to BFPO overseas addresses due to security reasons. As a result of this, the only approved method of us delivering your parcel to you is via a central MOD collection point. After we have delivered your parcel to the MOD, they then complete the delivery on our behalf and bill us for doing so. Regrettably, this isn’t a cost that we can absorb, hence the £3.00 surcharge.

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, Cameroon, Canada, Cayman Islands, Chile, China, Colombia, Costa Rica, Dominican Republique, Ecuador, Egypt, Falkland Islands, Faroe Islands, French Guiana, French Polynesia, Greenland, Guadeloupe, Guatemala, Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kuwait, Lebanon, Madgascar, 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.

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.

There are two free returns options available. You can click on one of the two links shown below in order to print a personalised returns label. Please contact us if you do not have access to a printer – you can send us a message here or call us on 0113 270 6655.

Depending on which link and delivery firm you choose to use, you can take your parcel to either a local myHermes ParcelShop drop-off point or a Royal Mail Post Office branch.

www.HermesParcelReturn.co.uk for myHermes ParcelShop returns
www.RoyalMail.com/track-my-return for Royal Mail Post Office returns

Please ensure that you retain your proof of posting and tracking number until we have confirmed that your parcel has safely arrived with us. Thank you.

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.

Unwanted items can be returned to us within 28 days from the date that you received your order(you have 14 days from the day after receiving your order to cancel your order, followed by 14 days to deliver the goods to us). 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 that you leave anything up to ten days from when we receive your parcel.
In the run up to Christmas, we extend our 28 day returns period to allow you longer to return any items that you purchase for friends and family as Christmas presents – please ensure that all items are returned to us no later than the 11th of January.
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 cannot be held responsible if your parcel fails to reach us.

Free returns are available depending on your location: currently, customers who are returning goods from the UK, Ireland, Germany, Austria and Australia can take advantage of our free returns service. Whilst customers who are based in the USA have to pay to return items, goods can be posted to a local US address rather than directly to the UK.

For full details about returning goods from your particular country, please see our dedicated returns page.

We will process your return as soon as possible once it has been delivered to us, although we kindly ask you to leave anything up to ten days after we receive the parcel for processing.

No. We will cover any P&P charges in this instance.

Please contact us immediately. We will do everything we can to resolve any issues that you may have. Additionally, it may be a problem that we're unaware of, in which case we would appreciate being notified as soon as possible so that we can take any necessary action.

To return goods, simply fill out your returns form on the reverse of the invoice carefully, package the goods in suitable packaging and return to: Joe Browns Returns Processing, Fulfilltopia, 1619 Diamond Springs Road, Suite C, Virginia Beach, VA 23455. If you no longer have your invoice then please contact us before returning your item to us.

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 to be processed if the stock is available.

In Picking

Your order is being picked and packed by our warehouse team.

In Despatch

Your order is being despatched.

Partially Invoiced

Part of your order has been despatched 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 us should you have any queries.

On Credit Hold

Either your cheque payment is waiting to clear or your debit/credit card payment has failed to authorise ‐ if you paid by debit/credit card then please contact us.

Completed

Your entire order has been despatched.

Still have a question? Click here to contact Customer Services

We would tend to suggest that you order from us the same size that you would order from other stores. However, it can be useful to check the online reviews about a particular product, as these reviews can give advice on whether an item is a particularly loose or tight fit etc (product reviews can be found on each product’s page, beneath the ‘add to bag’ button).

A selection of our designs are available to buy in larger sizes than we ourselves carry. You can purchase these items from Simply Be's UK website or Simply Be's US website.

As Joe Browns grows, we hope that we'll eventually be able to offer a children's clothes, although we are currently concentrating on developing our men's and ladies range at this moment in time.

If an item is listed online as being sold out, will it be available again in the future?


If the item is shown as sold out then it is unlikely to be restocked. However, if we were to receive any returns of that item then it may be restocked temporarily in small numbers, so it might be worth checking back from time to time. An item that is due to be restocked by us after having sold out will be shown online as being available to back-order ‐ this is indicated by the number of weeks that there are to wait until the item will be restocked.

Still have a question? Click here to contact Customer Services

What safety measures are taken to ensure a safe shopping experience on the Joe Browns website?


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

How can I provide you with feedback?


We work alongside a company called Feefo. Feefo collect feedback on our behalf. As long as you have supplied us with an email address prior to/at the point of placing your order, you will receive an invite email from Feefo fourteen days after we have despatched your order inviting you to leave feedback about your purchase. Please note that any feedback that you leave with Feefo will automatically and instantly be published on our website for other customers to read. If you would prefer to leave feedback for us privately then please send us a message via our contact us page and select the ‘feedback’ option. Thank you.

Still have a question? Click here to contact Customer Services

We make our postal mailing lists available to carefully screened companies whose products or services may interest you. If you would prefer to have your name witheld then please ensure that you opt out when ordering. You can retrospectively opt out by contacting us. We do not pass on your telephone number or your email address, as these are used solely for the purpose of contacting 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 then it may simply be a case of us not having received your request, in which case we would ask you to contact us.

Please contact us and inform us of your new address and previous address in full. We would also suggest that you update the billing address that appears in your online account if you have created one. If you have never purchased anything directly from Joe Browns then please also include the 'catalogue ref', which appears either in a small yellow box on the outside back cover of the catalogue or on the letter that was enclosed with the catalogue.

Still have a question? Click here to contact Customer Services

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