Returns Policy

I'M RETURNING MY PARCEL FROM...

RETURNING ITEMS FROM THE UK


Our couriers are moving towards a paperless returns process, but don’t worry, it’s still free, quick and easy to send something back to us. It only takes a minute to do and you don’t even need your own printer!


Firstly, decide whether you want to return your item via Hermes or Royal Mail – whichever is easier for you!

You'll no longer find a returns label inside your parcel, but don’t worry because returns are still free!

Even if you don’t have your own printer, you can print a label when you get to a returns drop-off point.

Decide whether you’d like to return your item with Hermes or Royal Mail and click the corresponding option above.

Items must be unwashed, unworn, and still have their tags and labels attached wherever possible.

  1. Once you’ve arranged your return using the option above, you need to fill in the returns form we included in your parcel. Tell us what you're returning and why. If you want a refund, tick the ‘refund’ box. If you want to swap your item, tell us what we need to know – see the section below about exchanges for more info.

    If you no longer have your returns form, please contact us before returning anything to us.

  2. Parcel the item in suitable packaging. You can use the original bag if it’s still intact, or you can use something else – just make sure it’s safe and secure.

  3. Take your parcel to a drop-off point and print a free returns label when you get there, or you can print a free returns label at home before you go. Alternatively, arrange a collection, put your feet up and wait for a courier to collect your parcel.

    Remember, even if you’re printing a label when you get to a drop-off point, you still need to arrange your return online first using the option above.

Exchanges

Want to swap something you’re returning for a different size, another colour or even a different item altogether? No problem! We'll even pay the outbound P&P charge when despatching whatever you’ve asked for in exchange!

On your returns form, list any items you require in exchange of anything you're sending back to us – make sure you tell us what you want instead, including the item code, the size you want it in and the colour (if the item is available in more than one colour).

If an item to be exchanged is more expensive than the one you’re sending back, write a daytime telephone number on your returns form so we can call you for payment – please don't write your card details on your returns form

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.

HERMES RETURN OPTIONS:


GOOD TO KNOW...


No printer? No problem! Just take your parcel to a ParcelShop and you can print a free returns label when you get there.


To arrange a collection or to drop the parcel at a locker, you will need your own printer.


Whichever option you choose, you will need to log your return with Hermes by selecting one of the options above. It’s easy and only takes a minute to do.


FIND YOUR LOCAL HERMES PARCELSHOP OR LOCKER:


With more than 5,000 ParcelShops across the UK and over 900 locker locations, use this handy map to locate your most convenient local drop-off point to drop-off your parcel. It's quick and easy to do.


Before you drop off your parcel, don’t forget to log your return using one of the options above.


ROYAL MAIL RETURN OPTIONS:



GOOD TO KNOW...


Most Post Office branches and Royal Mail Customer Service Points now offer the option to print a label when you get there – you just need to arrange this online before you go. It’s easy to do and only takes a minute.


Whichever option you choose, you will need to log your return with Royal Mail by selecting one of the options above. It’s quick and easy to do.


FIND YOUR LOCAL POST OFFICE OR CUSTOMER SERVICE POINT


You can use the service locator below to find your nearest drop-off point. Just search for ‘Delivery/Post Offices’ once you’ve entered your postcode.


Before you drop off your parcel, don’t forget to log your return using one of the options above.