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Returns Policy

Please select your country of delivery: 

Arrange a Hermes return:

To return your parcel using Hermes, click the 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.

Whether you are arranging a collection, dropping off a parcel, printing a label at home or printing one when you reach a drop-off point, you can use the 'Arrange a Hermes Return' button below.

Arrange a Hermes return > Find Drop-off Points

Arrange a Royal Mail return:

To return your parcel using Royal Mail, click the 'Arrange a Royal Mail Return' 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.

You can do this whether you have your own printer or not - if you don't have a printer, you can print a label when you reach the Post Office or 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.

Purchases made from the beginning of October benefit from our Christmas returns extension rather than being subject to our usual 28-day returns policy. If you’re buying a gift for somebody, all we ask is that you return the item to us before the end of January in its original packaging and in the same condition it arrived with you.

Should a gift need to be returned to us, the recipient must:

  1. include the original invoice/returns form in the parcel; or
  2. include a covering letter clearly stating the order number, a daytime telephone number, the product code of the item being returned, the product code including size and colour of any item required in exchange of the item returned; or
  3. return the item to you for you to return it to us with the relevant paperwork.

If in doubt about how to return a gift, please call us on 0113 270 6655 or send a message via our Contact Us page.

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 - see the section above titled print a label at a drop-off point or at home.

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.