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Our Website & Contact Centre (0113 270 6655) are still open for business. See our latest COVID-19 update here.

Frequently Asked Questions

Delivery

For details about delivery please see our delivery page.

Whether you can track your parcel or not will depend on which delivery firm is handling your parcel. Details on how to track your parcel can be found in the email we send you once we have despatched your order.

Yes! Please see our delivery page for more information.

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Options relating to the speed of delivery and cost of shipping for your order will all be presented to you on the payment screen and will vary from country to country.

We deliver to the following countries:

Albania, Algeria, American Samoa, Andorra, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Saint Eustatius and Saba, Bosnia and Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei Darussalam, Bulgaria, Cambodia, Canada, Cape Verde, Cayman Islands, Chile, China, Colombia, Comoros, Cook Islands, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Eritrea, Estonia, Ethiopia, F.Y.R.O.M. (Macedonia), Falkland Islands (Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Korea South), Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, Madagascar, Malawi, Malaysia, Maldives, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, Nicaragua, Nigeria, Niue, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Romania, Russia, Saint Kitts and Nevis, Saint Lucia, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Singapore, Slovak Republic, Slovenia, Solomon Islands, South Africa, Spain, Sri Lanka, St Barthelemy, St Martin, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City State (Holy See), Venezuela, Vietnam, Virgin Islands (U.S.), Wallis and Futuna Islands, Zambia.

UK orders are despatched via Hermes or Royal Mail. International orders are delivered by various different delivery firms. The firm chosen for delivery is predetermined by your location and the weight of your parcel, and this is something which cannot be overridden. The ‘final mile’ of the delivery process of some international orders will be carried out by your country’s postal service provider.

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. Express delivery is available for an extra £2.00, a total of £6.00. For full details about express delivery, please see our delivery page.

You sure can!

Already have an account?
If you already have an online account, you can add and change addresses using your Address Book.

  1. 1) Log in.
  2. 2) Click My Account
  3. 3) Click Address Book.
  4. 4) Click Edit to edit an existing address, or click Add New Address to create a new one.

You can also change and add addresses during the checkout process if you log in after adding items to your shopping basket.

Don't have an account yet?
Feel free to create an one by clicking Create An Account. It's quick, it's easy and it lets you add as many addresses to your address book as you want. Creating an account also brings other benefits like being able to keep track of your orders.

Using our 'guest checkout' option?
During the checkout, we'll ask you for a delivery address. You can then add your billing address afterwards if it's different to your delivery address. We'll also give you the option of creating an account after you've placed your order in case you change your mind.

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.

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.

Yes, in the form of our delivery partner's ParcelShop service. For more details, please click here.

We have a number of stockist in New Zealand where you can buy from local stores rather than online. Find out more by visiting our New Zealand stockists page.

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Returns

Free returns are available depending on your location: currently, customers who are returning goods from the UK, Ireland and France 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.

The method used to return goods will vary depending on which country you're returning goods from. Please visit our returns page for full instructions on how to return goods from your country.

For full details about our returns policy, please visit our dedicated returns page.

More Questions

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.

If you know your order number and the product code of the item you need to return, simply enclose a covering letter inside your parcel. Your covering letter needs to clearly state:

  • Your order number.
  • Your full name and address including postcode.
  • A day-time telephone number in case we can't process your return.
  • Your item code.
  • The reason you're returning the item.
  • Whether you want a refund or to swap the item for something else.
  • If you're swapping the item, we also need the full product code including colour and size of the alternative item.

If you don't know your order number, please contact us before returning your item.

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.

Sadly, this isn't possible at the moment - items bought in-store must be returned in-store, and items bought online or over the phone must be returned to our mail-order returns address.

Sadly, this isn't possible at the moment - items bought in-store must be returned in-store, and items bought online or over the phone must be returned to our mail-order returns address.

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Gift Vouchers

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).

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.

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Joe Browns gift vouchers can be sent either by post or email to either you or your chosen recipient.

Gift vouchers can be redeemed by:

  • Entering your gift voucher's unique code on the same page where you would enter your debit/credit card details
  • Calling us on 0113 270 6655 and ordering over the telephone
  • Posting your order to us - see 'how to order' for more details about posting an order to us
  • In-store at Meadowhall or York

* The option to redeem a gift voucher will not appear if it is not possible to redeem a gift voucher against a particular order, e.g. it might not be possible to redeem a gift voucher depending on your chosen currency and/or the country from where you're 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.
Joe Browns gift vouchers can be sent either by post or email to either you or your chosen recipient.

Gift vouchers can be redeemed by:

  • Entering your gift voucher's unique code on the same page where you would enter your debit/credit card details
  • Calling us on 0113 270 6655 and ordering over the telephone
  • Posting your order to us - see 'how to order' for more details about posting an order to us
  • In-store at Meadowhall or York

* The option to redeem a gift voucher will not appear if it is not possible to redeem a gift voucher against a particular order, e.g. it might not be possible to redeem a gift voucher depending on your chosen currency and/or the country from where you're ordering.

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.

Gift vouchers can be redeemed by:

  • Entering your gift voucher's unique code on the same page where you would enter your debit/credit card details
  • Calling us on 0113 270 6655 and ordering over the telephone
  • Posting your order to us - see 'how to order' for more details about posting an order to us
  • In-store at Meadowhall or York

* The option to redeem a gift voucher will not appear if it is not possible to redeem a gift voucher against a particular order, e.g. it might not be possible to redeem a gift voucher depending on your chosen currency and/or the country from where you're ordering.

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 received a gift voucher from somebody else, please provide us with the details of the person who bought the gift voucher for you when you 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, unless more than one of the gift vouchers you're redeeming is a promotional gift voucher, i.e. a gift voucher which has not been paid for by you or somebody who gave you the gift voucher.

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Store

Sadly, this isn't possible at the moment. However, you can collect your order from a click and collect ParcelShop pick-up point. For more details about ParcelShop deliveries, please visit our delivery page.

Sadly, this isn't possible at the moment - items bought in-store must be returned in-store, and items bought online or over the phone must be returned to our mail-order returns address.

Sadly, this isn't possible at the moment - items bought in-store must be returned in-store, and items bought online or over the phone must be returned to our mail-order returns address.

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It's in the Meadowhall shopping centre in Sheffield. For more details, please visit our Meadowhall Store page.


It's in the McArthurGlen retail park in York. For more details, please visit our York Store page.

Due to the size of our overall product range, not everything you see online is available to buy in our stores. Also, the stores may rotate the range of products depending on the time of season and year. If there's a specific item you're interested in, please contact us and we'll check if the store carries the item.

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Payment

For UK orders, we are able to accept 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 paid in pound sterling and made payable to: Joe Browns Ltd. Please allow 10 working days for all cheque payments to clear.

For international orders, as well as being able to pay with major debit/credit cards, you may be offered the option of paying via PayPal or with payment schemes that are specific to your country. If available for your country, these options will be presented on the payment screen and will vary from country to country.

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.

Gift vouchers can be redeemed by:

  • Entering your gift voucher's unique code on the same page where you would enter your debit/credit card details
  • Calling us on 0113 270 6655 and ordering over the telephone
  • Posting your order to us - see 'how to order' for more details about posting an order to us
  • In-store at Meadowhall or York

* The option to redeem a gift voucher will not appear if it is not possible to redeem a gift voucher against a particular order, e.g. it might not be possible to redeem a gift voucher depending on your chosen currency and/or the country from where you're ordering.

You can enter promotional codes and special-offer codes using the Promotional Code box on the payment page. Enter your code and hit Apply.

More Questions

If your code isn't working, it's likely it's invalid or has expired.

Please carefully check you're entering the correct code - if possible, we'd suggest copying/pasting to make life easier.

Be sure to check you're entering zeros as zeros and O's as O's. If in doubt, please contact us and we'll gladly take a look for you.

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.

No, we do not offer credit, account facility or ‘buy now, pay later’ options at the moment. However, we do work with partners that can help - please visit LookAgain or Kaleidoscope for further information.

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

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My Account

We've updated our website! Learn more here.

You don't have to create an online account when shopping with us, but it certainly makes life easier and shopping quicker with benefits like being able to add as many addresses to your address book as you wish and letting you keep track of your orders.

If you don't want to create an account, you're free to use our guest checkout option instead. We'll give you the option of creating an account after you've placed your order in case you change your mind.

If you have an online account
You can log in to your account and update your details there. If you need to change your DOB, please contact us.

If you don't have an online account, but you have shopped with us
Please contact us and inform us of your new address and previous address. Please include the postcode for both addresses. We'll do the rest.

If you've never shopped with us, but you do receive catalogues
Please contact us and inform us of your new address and previous address, including the postcode for both addresses.
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.

Sizing

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. Please click here for more information.

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).

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.

More Questions

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.

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