Customer Care
Returns & Exchanges
We want you to be completely satisfied with your purchase. If something isn't right, we make it easy to return or exchange.
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 5–7 working days of receiving your return.
How to Make a Return
1
Log in to your account
Visit your account and navigate to your order. Select the item you wish to return and follow the prompts to generate a returns label.
2
Pack your items
Place the shoes back in their original box and packaging. Ensure they are unworn and in the same condition as received. Attach the returns label to the outer packaging.
3
Drop off your parcel
Take your parcel to your nearest Royal Mail or courier drop-off point. Keep your proof of postage until the return has been processed.
4
Refund or exchange
Once we receive and inspect your return, we will process your refund to the original payment method or dispatch your exchange within 5–7 working days.
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 are eligible for exchange or store credit only.
Exchanges
Need a different size? Start an exchange through your account. We will dispatch the replacement as soon as we receive your return, subject to availability.
International Returns
International customers are responsible for return shipping costs. We recommend using a tracked service. Customs duties on returns 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?
Sale items can be exchanged for a different size or returned for store credit. Full refunds are not available on sale purchases.
How long does a refund take?
Once we receive your return, refunds are processed within 5–7 working days. It may take an additional 3–5 days for the refund to appear on your statement, depending on your bank.
Can I exchange for a different style?
Yes. You can exchange for a different size or style of equal or greater value (paying the difference). Start the process through your account or contact us directly.
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 using the returns label generated through your account. International returns are at the customer's expense.
Still need help? Our team typically responds within 24 hours.
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