Frequently Asked Questions

Before contacting us, why not see if your question has been answered below. If you do need to contact us for any reason, please do so via our customer care team at [email protected] or by telephoning +44 (0)800 652 3489.

Our Website

Do I need to create an account to place an order?
Yes, The Outlet by John Smedley is a members-only experience. Registering for an account is free, and is currently available to customers in all countries, except Russia

By creating an account will you pass my details to other companies?
Certainly not. John Smedley Ltd. will not share, rent or sell your details to any other company. You can find out further details on how we use your personal information in our privacy policy https://www.johnsmedleyoutlet.com/privacy-policy.

Does registering with John Smedley mean you will send me marketing information?
No. By registering with John Smedley, you are simply creating an account. As part of the registration process you can choose to subscribe to our Sale Mail email list. If at any time you wish change you preferences, you can do so by logging in with your username and password and accessing the "Account" section of our site. You can also unsubscribe from our promotional emails by following the "unsubscribe" instructions carried on each communication.

What do I do if my login doesn't work?
Firstly be sure that you are using the correct email address and password. If you cannot remember your password, please follow the steps below. If you still have problems logging in, you can contact our customer care team at [email protected] or by telephoning +44 (0)800 652 3489.

What do I do if I have forgotten my password? 
If you've forgotten your password, you can simply click the "Forgot your password" button on the log-in screen. You can navigate to this page by visiting http://www.johnsmedleyoutlet.com/customer/account/forgotpassword/

How can I un-subscribe to The Outlet by John Smedley emails?
You can unsubscribe from our promotional emails by clicking the "unsubscribe" link. This link can be found at the bottom of every email we send. You cannot unsubscribe from our transactional emails, as these forms are an important part of the sales process.

How can I start receiving The Outlet by John Smedley promotional emails?
To find out about new products and special offers, you must be subscribed to our promotional emails. You can choose to receive our emails during the registration process, or if already registered, you can alter your details in "My Account". If you are having problems doing this, you can contact our customer services via [email protected]

At such great savings, how do I know these products are authentic?
The Outlet by John Smedley is operated by John Smedley Ltd. You can have the utmost confident that any products that feature on our site are 100% authentic.

Is there a John Smedley Outlet shop?
No, The Outlet by John Smedley is an online store only.

How do I know when new promotions start?
To ensure you are aware of when each sale begins, please sign up to The Outlet by John Smedley Sale Emails. If you haven’t already done so, please log into your account and amend your communication preferences.

What if an item is Sold Out? Is it gone forever?
Yes, unfortunately The Outlet by John Smedley features many styles at the end of their product life. Once they’ve disappeared from a sale, it is unlikely those styles will reappear.

How long do your sales last?
Our Sales typically last 7 days. Each sale will feature a countdown timer, which displays the number of days, hour and minutes left before the sale ends. Make sure you keep an eye on the timer so you don’t miss out.


Placing an Order & Payment

Why has my payment been declined?
If for any reason your payment is declined, we recommend contacting your bank or card issuer for further information.

Is your website secure?
We employ numerous methods to ensure that our website offers very high levels of security. All our payments and associated payment information is handled through SagePay. SagePay adopts industry standard security methods such as SSL encryption to protect your personal information.

How can I pay for my order?
The Outlet by John Smedley accepts Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, American Express, JCB, Solo, and Maestro.

Can I add an item to my order?
Yes, we will always try and accept order amendments wherever possible. We can amend orders up to the time of despatch, so if you wish to add to your order, please contact us via [email protected] or by telephoning on +44 (0)800 652 3489.

How do I track my order?
You are able to track your delivery by using the tracking number supplied on your shipment confirmation by visiting the DHL website at www.dhl.co.uk/en/express/tracking

What if my order tracking doesn't work?
If your order tracking number doesn't work please ensure you are entering the entire number on the correct website. Also please wait at least 12 hours before trying to track your parcel, as there can be a slight delay on our carriers’ tracking systems. If after 24 hours you still cannot track your parcel, please contact customer care team via [email protected].

Do you deliver to my country?
The Outlet by John Smedley will deliver to all countries worldwide except Russia. We partner with carriers who ensure the greatest worldwide coverage.

Can I order from outside the UK? 
Yes, we encourage orders from anywhere in the world, however unfortunately at this time cannot process orders to Russia. Please remember if you are outside of the UK your order may be subject to local taxes and customs charges.

Do non-EU orders benefit from 0% Tax?
Yes, As long as your delivery address is outside the EU, you can benefit from 0% Tax on all of your orders. This will be automatically deducted from your order.

I am a Non-EU citizen and my order was delivered to the UK. I am now travelling back to my non-EU country of residence. Can I claim back VAT on my order?
No, unfortunately you cannot claim back VAT on mail order or internet purchases. This is a rule set out by HMRC as directed by the UK government.

The shopping cart is showing two prices for the shipping cost, which is the correct amount?
As people can shop from our store worldwide, we include both the price including VAT and the price excluding VAT. Please be aware that you will only be charged the relevant price in relation to the location of your billing address. For example if you were shopping from the UK you would be charged VAT, however if you were shopping from Japan, you would only pay the price without VAT.

Returns & Refunds

Can I cancel an entire order?
If you wish to cancel an order you need to notify us as soon as possible. If your order has been despatched, you can either refuse to accept the delivery from our courier or alternatively follow our returns procedure for an exchange or refund. You can notify our customer care team that you wish to cancel your order at [email protected] or by telephoning +44 (0)800 652 3489.

Can I cancel an item from my order?
Yes, you can cancel an item from your order where possible. We can only do so before time of despatch. You can notify our customer care team that you wish to cancel an item from your order at [email protected] or by telephoning +44 (0)800 652 3489. If your order has already been despatched, you can return the unwanted items as set out in our returns policy for a refund.

Do you offer exchanges?
No, unfortunately due to the nature of our timed sales and low stock levels, we are unable to offer exchanges at The Outlet by John Smedley. We recommend that you return the item(s) you have recieved and place an order for the item(s) that you require.

How long does it take for a refund to be processed?
Please allow up to 21 days for any refund to your original payment card or account.

Outlet Plus

What is 'Outlet Plus'?
Outlet Plus is John Smedley Outlet's loyalty programme. As a member of this programme, customers are given access to even bigger savings on already heavily reduced knitwear. Earn points for making an account, referring friends and making purchases.

How do I sign up?
Simply click on the 'Outlet Plus' widget in the bottom corner of your screen and click 'create account'. Once you have signed up, you follow this process and click 'log in' whenever you wish to access your account.

I already have an Outlet account, am I already a member?
If your account was created before July 2019 then you will need to signup to Outlet Plus separately from creating your account.

How do I earn points?
You can earn points from creating an account, placing orders and referring friends.

How many points do I earn per purchase?
For every £1 you spend on the Outlet you will earn 5 points.
If you refer a friend and they place an order for over £55, you will receive 500 points.
If you have added your birthday to your account, you will receive 250 points on your birthday.

How do I redeem my points?
Once you have logged into your account, if you click on the 'Get Rewards' tab you can then choose from a percentage off discount code, or a fixed amount discount code.

Can I get credit for purchases made before I joined Outlet Plus?
You are only able to earn points for purchases made after creating your account.

Do my points expire?
Your points will expire after 12 months.

When will the points show in my account?
Your points will show as pending until after the returns period for your order, these will then be added to your account if you have not returned any garments. If you return garments then you will still be given points for the remainder of your order. If you cancel or return an order, all points will be removed/declined.


I don't see points I think I should have earned, what shall I do?
If you have made a purchase online but cannot see your points, please contact customer service on 0800 652 3489, use our live chat/contact form, or E-mail [email protected]

I'm having trouble with my account, can you help?
Please contact our customer service team with any queries you have regarding your account. Our office hours are Monday-Thursday 8:30am - 5pm BST, Friday 8:30am - 4pm BST and closed Bank Holidays and weekends. You can use our contact form, call 0800 652 3489 or E-mail [email protected] and a member of our team will resolve your query as quickly as possible.