Returns Policy

Please select your country of delivery: 

If you are returning your goods from the United Kingdom then you can take advantage of our free returns service.

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. If you don't have access to a printer, you can use the sticky-back Royal Mail free returns label that we enclose with your order.

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.

If you're in the UK and your parcel wasn't delivered by Hermes, please contact our customer care team rather than visiting the Hermes website if you'd like to return your purchase via Hermes.


HERMES DROP-OFF OR COLLECTION

If you wish to return your item via a myHermes ParcelShop or Hermes’ collection service, please visit the Hermes Returns site.

FIND A PARCELSHOP >

POST OFFICE

If you wish to return your item via a Royal Mail Post Office branch, please visit the Royal Mail site.

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.

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, Fulfilltopia, 1619 Diamond Springs Road, Suite C, Virginia Beach, VA. 23455.

We hope that you love the products that you buy from us, but you can tell us that you wish to cancel your order and return the goods at any time up to 14 days after the day on which you receive your complete order. You must inform us of your decision to return the goods by a clear statement (e.g. a letter sent by post or email). You can use the model cancellation form set out in the box below, but it is not obligatory:

Cancellation Form

To Joe Browns Limited,
Kandy Works,
Brown Lane East,
Holbeck,
Leeds LS11 0BT
customer.support@joebrowns.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

You must return your goods to us within 14 days of notifying us that you wish to cancel your order. If you cancel your order, we will refund all payments received from you, including the costs of delivery of the goods to you (any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us will not be refunded), by re-crediting them to the debit or credit card that you used to pay. The goods that you return must be in the same condition that they were when delivered to you. Obviously this allows you to try the garments on, but we would ask that you ensure that all tags and labels are left in place and that the red "do not remove" label is not removed until you have decided that you will be keeping the goods.

We will process your refund no later than:

  • 14 days after the day we received back from you any goods supplied; or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods to the address given above; or
  • if the goods were not sent to you, 14 days after the day on which you tell us that you wish to cancel the order (where debit or credit card payments are concerned, no payment is taken for an order that is cancelled prior to us despatching any goods to you).

Please note that international duties and taxes that may have been added to non-EU orders cannot be refunded by us and should be reclaimed directly from the tax authorities of the respective country of delivery.

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).

Exchanging your purchase

If you receive an item that is too big or small for you then we’ll happily swap it for a different size, or we can swap it for a different product altogether if in the event that the item that you’ve received isn’t quite what you expected. Alternatively, we can issue you with a refund. All that you need to do is complete your returns form (this can be found on the reverse of your invoice), include the form inside of the parcel that you’re sending back to us and we’ll do the rest for you.

If you’ve asked for us to send you an alternative item in place of the item that you’re returning to us then we’ll pay the outbound P&P charge when despatching the alternative product to you.


Exchange procedure for faulty, damaged or incorrect goods

If in the unlikely event that you have received a damaged, faulty or incorrectly despatched item then we will strive to find a satisfactory resolution relative to the situation as soon as possible. It will greatly help us to resolve any issues for you if you can let us know about the problem as soon as it becomes evident.