Customer Care
Returns & Exchanges
Thirty days to change your mind. Free UK returns, nothing to print.
Sign in with the email address you ordered with. We send you a code, so there is nothing to set up.
30-Day Window
Return within 30 days of delivery for a full refund or exchange.
Original Condition
Items must be unworn, with tags attached, in original packaging.
Free UK Returns
UK returns are free of charge. International return shipping is at the customer's expense.
Quick Refunds
Refunds processed within 1–2 working days of receiving your return.
How to Make a Return
1
Find your order
Sign in with the email address you ordered with and we will send you a code. No password, and no account needed even if you checked out as a guest. Then pick your items and tell us why.
Do use the note box. It is the only place you can ask for an exchange or name the size you want. If the fit was wrong, say whether it was the length or the width.
Find My Order
2
We email you a QR code
It arrives as soon as your return is approved. There is no label to print and nothing to pay. Pack the shoes back into their original box, then put that box inside an outer bag or carton.
3
Take it to a Post Office
Show the QR code at the counter of any Post Office and they will print and attach the label for you. Keep your receipt until the return has been processed.
Please use a Post Office rather than a Royal Mail Parcelshop, as our returns service is not set up for Parcelshop drop‑off.
4
Refund or exchange
Once your parcel reaches us and we have checked it over, we either refund your original payment method or send your replacement, within 1–2 working days.
Unless you have asked for an exchange in the note, we will assume you would like a refund.
Policy Details
Eligibility
Items must be returned within 30 days of delivery. Shoes must be unworn, in their original box, with all tags attached. Sale items can be returned in exactly the same way as full-price items.
Exchanges
The return form itself only offers a return, so an exchange is arranged by us. Start your return and write what you would like instead in the note: the size, or the style and size. We set it aside and send it as soon as your return reaches us, subject to availability. Where a replacement costs more we email a link to pay the difference; where it costs less we refund it.
International Returns
The free QR code covers UK returns only. If you are ordering from outside the UK, please post your parcel back using a tracked service of your choice to John White, Unit F, Bury Close, Higham Ferrers, Northamptonshire, NN10 8HQ, United Kingdom, and email us the tracking number. Return postage is at your own cost and customs duties are not refundable.
Faulty Items
If you receive a faulty or damaged item, contact us immediately at info@johnwhiteshoes.com. We will arrange a free collection and replacement or full refund.
Common Questions
Can I return sale items?
Yes. Sale items can be returned or exchanged in exactly the same way as full-price items, including a full refund to your original payment method.
How long does a refund take?
Once we receive your return, refunds are processed within 1–2 working days. It may take an additional 3–5 days for the refund to appear on your statement, depending on your bank.
How do I ask for an exchange rather than a refund?
Write it in the note when you start your return. The form only offers a reason from a fixed list and has no exchange option, so the note is where you tell us the size or style you would like instead. Without it we will refund you.
They fit in length but not in width. Which reason do I choose?
Choose whichever of Size was too small or Size was too large is closer, then say in the note that it is the width. The list Shopify gives us has no width option, so the note is the only way we learn about it, and it is the thing we hear about most.
What if I lost the original packaging?
We ask that items are returned in their original shoe box. If you no longer have it, please contact us at info@johnwhiteshoes.com and we will do our best to accommodate your return.
Do you offer free returns?
Yes, UK returns are free when you start your return through your account. International returns are at the customer's expense.
Do I need a printer?
No. We send a QR code to your email, and the Post Office scans it and prints the label for you at the counter.
I checked out as a guest. Can I still return online?
Yes. Go to your account and sign in with the email address you ordered with. We will email you a code, so there is no password to remember and no account to set up.
Still need help? Call 01933 410584 or email info@johnwhiteshoes.com. Our team typically responds within 24 hours.
Contact Us →Full UK Sizes 6–13
Free UK Next Day Delivery
30-Day Returns
Est. 1919 · Northampton
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