Returning Incorrect/Damaged GoodsWe try very hard to ensure that you receive the correct items from your order in pristine condition. All orders undergo separate checks by two members of staff prior to despatch. In the unlikely event that you do not receive an item/items ordered, an item arrives faulty or you feel that an item has been damaged in transit, please contact us immediately to discuss the details of your issue. No matter where in the world you require your item(s), we will look to expedite your goods' return and replacement.
On verification of the problem, we will give special priority to your replacement parcel; it will be despatched the same day (UK postal addresses can expect to receive the correct/undamaged replacement item within 72 hours) at no extra charge. Replacements for items originally sent on a Next Day service will be sent via the same service and you will receive your replacement on the next working day.
All Other Returns/Exchanges If for any other reason you are not entirely satisfied with any item purchased then it may be returned for a full no quibble refund or exchange, provided we receive the goods in unused condition within 28 days. Please ensure that returns retain all original labels and are in its original packaging. Simply fill out the Returns Form included in your parcel indicating whether you would like an exchange and/or refund or if you would like your account left in credit. (The printable part of the form can be downloaded left if you no longer have it.) Please include as much information as possible on the form as missing details can result in a delay in the processing of your request.
Standard UK Returns
John Banks offers a FREE Returns Postage Service (something very few of our competitors can match) to all UK (including Northern Ireland, IOM and the Channel Islands) customers. For your greater convenience, we attach an adhesive pre-paid label to the returns form we include with your purchases. (If you no longer have this label please request a copy from us. We will email one for you to print or send you a label by post. Unfortunately, we can no longer provide a generic version of this on our website as each has a unique barcode that enables tracking by all parties.) Attach this label to your new parcel, include the main form inside (again replacement copies of this are available to print by clicking on the cloud link left), and return it via any Post Office.
Alternatively, you can try our FREE RETURNS LABEL GENERATOR with Royal Mail. Simply book in and create your own returns label with the simple step-by-step process. Click here to log your FREE RETURN: https://www.royalmail.com/track-my-return/create/2224. You can then print, or have the post office print, your completely individualised label direct from your smartphone or PC. (If you require the post office to print your label choose the option for a QR code to be sent to your phone.)
To find your nearest Post Office or Mini Post Office branch, and their opening times, enter your postcode on this page: www.postoffice.co.uk/branch-finder.
Please note that even though the postage is free you are still responsible for the parcel until it is received back by us. Remember to obtain a receipt for your parcel as this is your proof of postage in case of any problems. John Banks Big & Tall Menswear will not be held responsible for any items lost or damaged in such transit.
We use Royal Mail's Tracked 48 for this service so, along with your proof of postage, you will get a tracking number for your return. Using this you can track your parcel online at www.royalmail.com/track-your-item until it is received by us.
Please be aware that parcels returned via our free returns service take between 2 and 10 working days to get back to us. Kindly allow the full 10 working days to pass before chasing your refund or exchange. If you require that your order be processed quicker than this please contact us. We will be happy to discuss your alternatives with you.
If you are local to our store you can, of course, return your goods at our shop for an immediate credit/refund/exchange. (Likewise, shop-purchased goods can be returned through the post using the Free Returns label if you prefer.)
Via mail order, there is a £2.95 handling fee for the re-despatching of all exchanges. (Customers are encouraged to take advantage of this reduction on our usual postage rate by ordering additional items alongside their exchanges.) We aim to have your exchange back with you within 7 days of our receipt of your original.
Note: We do not offer a collection service for returns (aside from under exceptional circumstances where we are at fault).
|Pre-Refund Credit Facility for Customer Accounts
One of the many advantages of registering when using this website is the ability to see instantly, via your Order History page, when your return is logged as received by us. (We log returned parcels every day as soon as we receive our post.) Each item returned will have its status updated with the date on which we received it.
This facility also allocates a pre-refund credit to your account equivalent to the cost of the item(s) returned. This amount is then available for your immediate use against any subsequent orders prior to your refund being processed. (If you wish to redeem Account Credit at any time you can do so during part four of the check-out process online, see here for details, or by telling us you wish to do so when ordering by other methods.)
All refunds and exchanges are processed seperately from this log-in system based on in the order the parcels arrived back with us.
Refund Allocation Process
Subsequent to the log-in process, when our refunds department reaches your parcel, a returns advisor will allocate you any refund due (minus any amount that you may have used from your credit in the meantime) via the original method(s) of payment (credit/debit card, Paypal, etc.) as normal. Any remaining temporary credit assigned to your account will also be removed automatically at this point.
Please note that, from the point that we issue your refund, it can take a further 3 to 5 working days (depending on your bank) for it to show on your statement. (International customers should allow up to 7 working day
|Exceptions and Exemptions
For reasons of hygiene and public health, refunds/exchanges are not available for used underwear and socks. (This does not apply to faulty goods; faulty products will be exchanged on a like-for-like basis.)
Promotional Offer and Loyalty Credit Exemptions
Any free delivery offer is redeemable on your original order only. It cannot be claimed against the £2.95 exchange handling fee. We feel that this is only fair as we have to pay twice for the parcel's postage. (Once to send it to you and secondly to get it back.)
Any item that was originally sent out under our £99 or £199 free postage offers and once returned effectively takes the original order's value below the threshold for the relevant free postage offer will have the original order's normal postage charge deducted from the refund amount. This also applies to exchanges (i.e. if the exchange item's cost is less than than the one being replaced and drops the value of the original order below the free post threshold then the applicable postage will be added to the cost of the exchange).
Please note that if you are returning items originally purchased on any "buy 1 get 1 free" offer you will need to return both items for a refund to apply. Any item returned alone, that was originally purchased as part of such an offer, will be classed as the free item and will not be refunded. (This policy does not affect exchanges in any way.)
Customer loyalty credit gained on the purchase of any item is rescinded if the item is returned for a refund.
Loyalty points' credit can not be used against the exchange handling fee.
|Standard International Returns
International customers who wish to exchange/return items should do so using their local postal services. Goods will have to be returned at your own cost unless in accordance with your legal rights. Please fill out the Returns Form provided via the cloud link above, include it in your return, and obtain a postal receipt as proof of postage. Address your parcel to our "Returns Department" care of our main address as seen here.
Overseas' exchanges can normally be re-despatched at half their original standard postage rate.
All orders are checked and verified by two members of staff prior to despatch.