Returns & Refunds Policy
If you are not 100% satisfied with your purchase, you can return your order to the company for a full refund. This applies to all products with the exception of *bespoke made items (contained within the Built to Order section of the website).
All we ask is that you send the items back to us in the original packaging, and make sure that the merchandise is in the same condition.
- You can return your purchase for up to 7 days from the date the goods are received.
- Please contact us within 7 days, we will then email you a pre-paid returns postage label & returns form. Please print the returns label and attach it to the parcel, and print the returns form to sign and enclose with the parcel.
- Please book your collection directly with our nominated courier TNT, who will arrange a convenient time with you.
- Products must be in the condition you received them and in the original box and/or packaging.
- Once we have received and inspected the item, we will contact you to confirm replacement or refund as applicable.
*This is because they are made using bespoke measurements for individual clients and very hard for John Jones to re-sell if we accepted returns.
If the product is faulty we will replace or refund in full.
In all other circumstances the customer will bear the cost of shipping. The cost to return an item will be charged at £9.99 up to 20kg weight (regardless of number of parcels). For consignments 20kg & over the final charge will be confirmed separately.
If monies are refunded, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment normally within 7 days.
- Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied, for it to post to your account.