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Returns Policy

Please select your country of delivery: 

For several reasons, we no longer include a returns label inside your parcel. Don’t worry, returns are still free if you’re in the UK – even if you don’t have your own printer, you can print a label when you get to a returns drop-off point if you have access to the internet.

I don’t have a printer, but I do have internet access

If you don’t have a printer, but you do have access to the internet via a PC, laptop, tablet or smartphone, you can take your parcel to a Hermes or Royal Mail drop-off point and print a label when you get there. It’s quick and easy.

Most but not all sites offer printing services, so do check on your chosen delivery firm’s website using the links below before visiting a drop-off point.

If you have your own printer, you can print a label at home and take this with you to the drop-off point.

Drop-off points

If you’re sending your parcel with Hermes, take your parcel to your local ParcelShop drop-off point.

Returns sent with Royal Mail should be taken to your local post office or Royal Mail delivery office.

Use the links in the section below to find your nearest point and arrange your return with Hermes or Royal Mail.

Collection service

You can ask Hermes to collect your parcel from you, but you will need your own printer to use this service. If you don’t have a printer, you’ll need to take your parcel to a Hermes ParcelShop drop-off point, a Royal Mail Customer Service Point or a Post Office branch – see above.

I'm ready to arrange a Hermes return:

To return your parcel using Hermes, click the corresponding button below. From there, you can arrange to take your parcel to a drop-off point. You can do this whether you have your own printer or not. If you wish to book a collection, you’ll need to print your own label at home.

Arrange a Hermes return > Find Drop-off Points

I'm ready to arrange a Royal Mail return:

To return your parcel using Royal Mail, click the corresponding button below. It’s important you use the button we’ve provided, rather than making your own way to Royal Mail’s website, to ensure your parcel is returned to the correct address. From there, you can arrange to take your parcel to a Post Office branch or a Royal Mail Customer Service Point.

arrange a royal mail return >

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.

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.

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).

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.