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The Outlet - By John Smedley

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Ordering

Ordering For The First Time

We've made ordering from our online store as simple as possible. With a few clicks you can be on your way to receiving your first garment from The Outlet by John Smedley;

  • • If you haven't already done so, you will need to create an account. Unfortunately The Outlet by John Smedley is not currently available to customers in Russia. Simply enter your information into the boxes provided to create your free account.
  • • Select your sale from the top navigation menu or via the homepage.
  • • Click on the product you would like to view in more detail.
  • • Select your size and finally quantity from the drop down box.
  • • Click the "Add to Basket" button. This item is now placed in your basket. You can either continue shopping or checkout by clicking the checkout button. Please note: Items in your basket will not be reserved until the checkout process has been completed.
  • • Now follow the simple instructions to complete the checkout process.

 

I Have Ordered Before 
If you have ordered previously from The Outlet by John Smedley, you can speed up your checkout by using details stored in your account;

  1. • Log into your account by clicking on the login button in the top right area of the screen.
  2. • Enter your username and password. You will now be logged in. You will find the checkout process already contains your relevant details.
  3. • Select your sale from the top navigation menu or via the homepage.
  4. • Click on the product you would like to view in more detail.
  5. • Select your size and finally quantity from the drop down box.
  6. • Click the "Add to Basket" button. This item is now placed in your basket. You can either continue shopping or checkout by clicking the checkout button. Please note: Items in your basket will not be reserved until the checkout process has been completed.
  7. • Now follow the simple instructions to complete the checkout process. Your billing and delivery addresses should be automatically completed using information from your account.


Payment

Payment Information

We accept the following payment methods: 
Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, American Express, JCB, Solo and Maestro. If you wish to pay for your order via another method, please contact our customer care team at customercare@johnsmedleyoutlet.com or by telephoning +44 (0)800 652 3489.

John Smedley currently charges VAT at the rate of 20%. All customers shopping from within the EU will see prices with VAT automatically included. You will receive a breakdown of VAT charges on your order confirmation.

Paying For Your Order

Payments must be made at the time of placing an order. The Outlet by John Smedley payment pages are held on the SagePay secure servers and as such we do not retain any of your credit card information. John Smedley are confident this provides the most secure method of handling your payment.

SagePay will carry out the necessary card verification processes and we will check your contact details and availability of the goods on receipt of your order. If we are unable to supply any goods for any reason, we will inform you as soon as possible and we will provide you with a refund for these goods within 21 days.

The price to be paid for your order is that displayed at the final checkout stage. This amount will be confirmed once you have entered the SagePay gateway.

Once your payment has been authorised, it will be debited. You will receive confirmation of payment and your unique order number via email. If your payment is not authorised, you may be given the opportunity to try again or use a different payment method. No payment will be deemed to have been received until we have received cleared funds. Payment may be charged before we despatch your order.

If you order goods from our site for delivery outside the UK, the order may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we do not have control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Delivery

Please note: Due to a high volume of orders and the festive holidays please allow a little longer than our usual lead times for deliveries. Our distribution centre does not dispatch orders on Saturday, Sunday, or Bank Holidays.

We can deliver your goods to any address, whether your home, place of work or a friend's address. Please ensure you complete the desired delivery address during the checkout process.

Please note that for security reasons, all our deliveries are tracked and require a signature at point of delivery. If you are unable to accept the delivery, you will be left instructions on how to retrieve your parcel. If you have any problems with your delivery, please contact customer care team at customercare@johnsmedleyoutlet.com or by telephoning +44 (0)800 652 3489.

Delivery Charges

**John Smedley is closed from Saturday 24th December  - Wednesday 28th December  - Please be aware that there will be a delay in dispatching orders over this period.**

We offer a simple delivery rates table. Our prices cover worldwide delivery, so no matter where you are sending, the delivery charges are as follows:


  • • For orders over £200.00 the delivery is FREE
  • • £5.00 UK shipping for all orders up to £200.00
  • • £15.00 EU shipping for all orders up to £200.00
  • • £20.00 ROW shipping for all orders up to £200.00

Delivery Information

All our UK deliveries are shipped via DHL, using their Express Pre-12 Noon Service. Please note that this service does not guarantee next day delivery from time of placing order, however it does guarantee next working day delivery from time of despatch. We aim to deliver your goods within 5 working days from the time of your payment.

All our Non-UK deliveries are shipped via DHL using their Express Worldwide service. For International orders, delivery times will vary accordingly by destination. We aim to deliver goods within 9 working days following despatch, although customers should allow up to 14 working days for goods to arrive after despatch from John Smedley. John Smedley asks international customers to note that we cannot be held responsible for delays in transit caused by customs and import procedures.

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

In any event, if we cannot fulfil your order within 21 days of your payment we will notify you of this situation and you will be entitled to a refund if you do not wish to wait any longer for the goods.

Returns

With each order John Smedley will provide you with a returns label and returns form, including instructions on how to return any unsuitable items. The returns form should be completed and label attached to the outside of the box and taken to a post office. 

Please note, all returned items without a completed returns form will be returned to the customer. The Outlet by John Smedley does not offer Free Returns. It is the responsibility of the customer to return any unwanted items at their own cost.

Standard Return Policy

All shoppers based within the EU may return unwanted item(s) by exercising their rights under The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 as detailed below. We also offer a standard returns policy which covers the return of any unwanted item(s).

You should return your unwanted item(s) within 14 days of receiving them. When your delivery is signed for, the time and date of delivery is logged on our system. Returns outside of this timeframes may be accepted at the discretion of John Smedley Ltd. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to do so, we may have a right of action against you for compensation.

You shall not have any right to cancel a contract for the supply of any goods which are personalised or made for your specification in any way.

Item Condition

Items should be returned in an unused, re-sellable condition, and with all John Smedley garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

Exchanges

Due to the nature of limited product availability at The Outlet by John Smedley, unfortunately product exchanges cannot be offered.

Receiving a Refund

Your refund can only be credited to the original payment card account. For order cancelled under the DSRs, the refunded amount will include shipping costs. Shipping costs will not be refunded for any items returned under our standard returns policy.

If you are based outside the EU, any customs duties or sales taxes will not be refunded by John Smedley Ltd, however we recommend that you contact your local customs office. If you are based inside the EU, all sales taxes will be refunded by John Smedley Ltd.

Please allow up to 21 days for any refund to your original payment card or account.

Faulty Goods

John Smedley will deem goods to be faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Any items that are damaged as a result of wear and tear are not considered to be faulty. Where appropriate we will offer to repair any faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same colour, subject to availability. If we cannot fulfil this replacement, you will receive a full refund for the item or a suitable replacement.

Returning Gifts

The Outlet offers a relaxed returns window during the month of November and December. Any item(s) purchased during the months of November and December for the purpose of a gift must be returned for a full refund by the following 31st January.

Distance Selling Regulations

If you are based in the EU you have the right to cancel your order with John Smedley under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs). You will need to provide written notice within seven working days of receipt of the goods. You must notify our customer care team in writing of your wish to cancel the contract for your order by either emailing customercare@johnsmedleyoutlet.com or write to us at:

The Outlet Customer Care Team
John Smedley Ltd
Lea Mills
Lea Bridge
Matlock
Derbyshire DE4 5AG
United Kingdom

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to do so, we may have a right of action against you for compensation.

On receipt of your notice of contract cancellation, our customer care team will issue you with instructions on how to return your item(s) to John Smedley Ltd. Any returns should be sent to:

Dept WWW
John Smedley Ltd
Lea Mills
Lea Bridge
Matlock
Derbyshire DE4 5AG
United Kingdom

John Smedley recommend that you retain proof of sending, in case of a dispute. All items must be returned unused, and in their original condition. You will receive a full refund for the value of your order, including shipping costs, within 21 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

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 customercare@johnsmedleyoutlet.com 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 http://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 customercare@johnsmedleyoutlet.comor 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 customercare@johnsmedleyoutlet.com

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 customercare@johnsmedleyoutlet.com 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 customercare@johnsmedleyoutlet.com.

Do you deliver to my country?
The Outlet by John Smedley will deliver to all countries worldwide except Australia, New Zealand and Japan. 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 except Australia, New Zealand and Japan. 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.

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 customercare@johnsmedleyoutlet.com 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 customercare@johnsmedleyoutlet.com 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.

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.

Contact Us
If you have a question or would like to contact our customer care team, please email them directly at customercare@johnsmedleyoutlet.com. Our customer care team will endeavour to reply within 48 hours excluding weekends.
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