HELP

ORDERS

WHEN WILL MY ORDER ARRIVE?

We offer next working day delivery on all orders placed before 1pm subject to item availability. Please check our latest delivery information here. Please note that we do not process orders on Saturdays or Sundays. Any orders placed after 1pm on Friday will be processed from Monday for delivery on Tuesday. If you wish track your order you can do this by going to My Account and viewing your order details. Alternatively you can use the tracking link that was sent to you via email at the time your order was dispatched. Please check your junk/spam mail folder incase you do not have the email in your inbox.

CAN I PLACE AN ORDER OVER THE TELEPHONE?

Yes you can. Simply call our internet customer service team on 01761 435833, and they will process your order. Our office hours are Monday to Friday from 09.00 am until 5.30pm (excluding bank holidays)

IS THERE A MINIMUM ORDER VALUE FOR FREE UK DELIVERY?

Yes, the order value must be over £40 to qualify for free next day UK Delivery. On orders which are sale items the value must be of £110 or higher. If you purchase both an item of Sale and a full price item together in the same transaction, you will receive FREE delivery if it is of the value of £40 or more.

WHAT IF THE PRODUCT I WANT IS OUT OF STOCK?

In the unlikely event that your item is out of stock after the order was placed, we will contact you by telephone or email to ask you what you would like us to do. You can either exchange it for another colour, size or different product altogether, otherwise we can offer you a full refund.

DO YOU HAVE MORE SIZES AVAILABLE?

All available sizes are displayed on the website.

CAN I USE GIFT VOUCHERS ONLINE?

Not at this time. We are working on a solution that will allow our gift vouchers to be used online. You can only purchase gift vouchers online for use in any of our stores.

CAN I USE AMERICAN EXPRESS?

Yes, we accept American Express. The only restriction is that your billing address must match the delivery address when using this payment method.

CAN I USE PAYPAL?

Yes, we accept PayPal as long as you have verified your PayPal account. Details on how to do this can be found on the PayPal website.

CAN I CALL SOMEONE ABOUT THE FIT OF A PRODUCT?

Yes, our office hours are 09.00am to 5.30pm weekdays (excluding bank holidays)

WHAT IF I FIND A PRODUCT CHEAPER SOMEWHERE ELSE?

We know the internet is a very competitive market place and we try our best to offer the best possible price for all our products. Therefore we are more than happy to match the prices offered by other online retailers in most instances. To ensure that our price matching is fair, below is a list of our terms & conditions that apply for any price match we do: To arrange a Price Match on your purchase, please call us on 01761 435833 or email us at help@john-anthony.com within office hours, before placing your order, so we are able arrange your price match as quickly as possible.

DELIVERIES

WHAT IF I'M NOT AT HOME WHEN MY ORDER IS DELIVERED?

We use Royal Mail Special Delivery and Royal Mail Tracked "signed for" or Recorded services. Royal Mail will leave a card through your letter box giving you the option to collect from your local sorting office. If you do not collect within 7 days the item will be returned to us.

WILL MY ORDER BE DELIVERED ON A SATURDAY?

Yes, Royal Mail delivers Special Delivery parcels before 1pm on Saturdays. This is an additional service which may incur a small charge depending on the value of the order.  If you require a Saturday Guaranteed delivery please contact our customer service team who will be happy to arrange this for you.  Orders dispatched using Special Delivery may still be delivered on a Saturday but this is not guaranteed.

CAN I HAVE A SEPARATE DELIVERY ADDRESS TO MY BILLING ADDRESS?

Yes, you can have multiple delivery addresses within your “My Account” profile. Using “My Delivery Address” you can add a new address or edit an existing one. You can also supply a different delivery address on your first order. The delivery address can be different from the billing address on the condition that card payment has been made using Verified by Visa or MasterCard Secure Code.
When using American Express your billing address MUST be the same as your delivery address. This is an American Express requirement and therefore beyond our control. We apologise for any inconvenience this may cause.

DO YOU DELIVER TO BFPO ADDRESSES?

Yes we do. However, Royal Mail can take up to 10 working days to deliver the item to you depending on where you are in the world.

DO YOU DELIVER TO MY COUNTRY?

Yes, if Royal Mail are able to deliver to your country then we can dispatch an order there. If you are unsure either send us an email or give us a call.

RETURNS

CAN I EXCHANGE MY ITEM?

Yes we offer refunds and exchanges for all online orders. You have 14 days from day of receipt to return the item for a full refund or exchange.

HOW DO I RETURN AN ITEM?

On the back of your receipt is a returns form, alternatively you can download one here. Then fill out the returns form, pack it with your exchange into a parcel, send using a 'Signed for' delivery service such as Royal Mail Recorded or Special Delivery, email help@john-anthony.com with your order tracking number to allow us to track your return. If you have asked for an exchange, please allow 7 working days for the replacement item(s) to arrive. If you have asked for a refund, then please allow up to 7 working days for the bank to refund your card.

HOW DO I RETURN A FAULTY ITEM?

Follow the steps for “How do I return an item?” We will then contact you as soon as possible with the status of your return and refund postage where applicable.

CAN I TAKE AN ITEM BACK TO ONE OF YOUR SHOPS FOR A REFUND OR EXCHANGE?

Yes you can return items to one of our stores for either a refund or exchange. You have 14 days from the day of delivery to receive a full refund, and when returning an item to a store you must bring a valid receipt or a copy of your order confirmation. Refunds will be processed by the Internet Team direct onto the method of purchase, they are not refunded in store at point of return. All refunds are processed by the next working day after returning goods to store i.e goods returned on a Saturday will be processed on Monday. A confirmation receipt will be provided in store, showing items returned and value of any refund.  

HOW MUCH WILL IT COST TO RETURN MY ITEM?

We strongly recommend for security reasons that when sending items back you use a 'signed for' delivery service, such as Royal Mail Recorded or Special Delivery and ensure the package is adequately insured. For the latest prices please check the Royal Mail website.

CAN YOU CONFIRM WHEN YOU HAVE RECEIVED MY RETURNED ITEM IN THE POST?

Once we have received your item for refund or exchange we will update the status of your order within the "My Order Tracking" section of your account. The status will change from "Delivered" to "Exchanging" or "Refunding" while we process your return. Once the exchange or refund has been made the status will change to "Exchanged" or "Refunded" respectively and you will receive an email confirmation.

SECURITY

ARE ALL YOUR PRODUCTS GENUINE?

Yes, we have a long established relationship with all the brands we sell. We have been in the fashion industry for over 30 years and have always sold genuine products.

ARE MY PERSONAL DETAILS SAFE?

Yes, we take the security of your personal details very seriously. We store your details securely in our customer database and only trained John Anthony employees have access to your name, address, telephone number and email address. We do not store your credit card details at all. All payments are processed using Sage Pay, an external trusted payment system.

WILL YOU SEND ME SPAM AND OTHER JUNK MAIL?

No, we too hate SPAM! We get a lot and we don't want our customers having to deal with unnecessary email as well. We will only send you weekly updates of new products,brands and offers.

WILL YOU SHARE MY PERSONAL DETAILS WITH ANYONE ELSE?

No, absolutely not. We do not share any of your information we any third party. We only use the information you provide us to send your orders, promotions and news from time to time.