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Our Returns Service
Returning Incorrect/Damaged Goods
We try very hard to ensure that you receive the correct items from your order in a 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 dissatisfied with item(s) you have purchased from us, simply fill out the Returns/Exchange Form included with your order. (If you no longer have it, the form can be downloaded for printing by clicking on the image right.) Please, indicate whether you would like an exchange and/or refund or if you would like your account left in credit. (Any items required in exchange can be entered on the reverse of the form.) Note: All items must be returned in a resellable condition (i.e. labels attached and with all original packaging). Any indication of an item being worn may affect your refund.
You have 28 days from the date you received your order to return any unwanted items. Please include as much information as possible on the form; missing details can result in a delay in the processing of your request.
Via mail order, there may be a nominal (£2.95) handling fee for the re-despatching of exchanges. However, we often run promotions waiving this fee. (Customers are encouraged to take advantage of any reductions in postage of this sort. Ordering additional items alongside your exchanges maximises the benefit to you!)
From there, just how you will get your goods back to us depends on where you are in the world...
UK Customers
John Banks offers a speedy, easy, returns' process (something very few of our competitors can match) to all UK, IOM and the Channel Islands customers. There is no upfront cost to return any goods to us.
For your greater convenience, an adhesive pre-paid returns' label is included with every order. 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 copy by post. (Unfortunately, we can no longer provide a generic version on our website as each has a unique barcode that enables tracking by all parties.) Attach this label to the parcel you're sending back, place the completed returns' form inside, and take it to any post office.
Drop and go with 'Labels to Go' with Royal Mail
Alternatively, you can try our EASY RETURNS' LABEL GENERATOR on the Royal Mail website. Simply book in and create your own returns' label with the simple step-by-step process. Click the image below to log your SIMPLE RETURN and print - or enable the post office to print - your completely individualised label direct from your smartphone or PC. (If you require the post office to print and stick 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 here.
Remember to obtain a receipt for your parcel as this is your proof of postage in case of any problems.
Please note that even though the postage is pre-paid you are still responsible for the parcel until it is received back by us. John Banks will not be held responsible for any items lost or damaged in such transit.
This service is a 'Tracked 48' carriage. Use the label's 13-digit tracking number (also found on your proof of postage) to track your return online until it is received by us.
Please be aware that parcels returned via this 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.
Important Notice: Only ONE pre-paid returns' label can be used PER ORIGINAL ORDER.
Customers that are local to our store can always, of course, avoid any fees or delays and return goods at our shop in Birmingham. No delays: Get an immediate credit/refund/exchange. (Likewise, shop-purchased goods can be returned through the post using a returns' label, created via the generator above, should you prefer.)
NEW! Royal Mail now offer a pick-up service direct from your address. The regular fee is 60p per pick-up. Currently however - as an introductory offer - the service is FREE! Even better: Use in conjunction with our pre-paid returns label. So, book a doorstep pick-up via Royal Mail today; simply click on the image right and choose a two-hour window (Mon. to Sat. only) for your collection!
International Customers
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. We advise you use the cheapest service available to you, and assign your package as a "return", as we will not be held liable for any fees or charges incurred at border crossings or due to incorrect assignation.
Please fill out the Returns Form that came in your parcel (or 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. (Handling fee for exchanges - and allied promotions - are always as per our UK returns - see left for details.)
Customers are advised they may be able to claim back any customs' fees paid for importing particular goods once they are returned. This is done via the relevant authority, not from us.
Note: As a company, we do not, ourselves, offer or facilitate any collection service for returns (aside from under exceptional circumstances where we are at fault). Please use Royal Mail's service for this.
What Happens Once Your Parcel is Back with Us?
Important: Did you take advantage of one of our Free Postage Offers? If so, and your returned items take your original order's total value below the offer's threshold, the current standard postage fee (normally £4.95) will be deducted from your refund/credit. (This also applies if the complete order is returned.)
Example for the above: You order two trousers in two sizes, total order value £100 (over £99 orders are sent freepost) you then return one pair using our pre-paid postage label. (At this point you have not paid any carriage fees.) Total value of items returned: £50. This now takes your original order below the original free postage offer's threshold. Therefore your refund will be for £45.05 (£50 minus the £4.95 postage you would have paid to receive one pair of trousers if ordered that way originally).
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, exactly when your return is logged as received by us. Each item returned will have its status updated with the date on which we opened your return.
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 this Store Credit at any time you can do so during 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 separately from this log-in system, based on in the order each return arrived back with us.
We aim to have any exchanged items back with you within 7 working days of our receipt of your return. (All exchanges are re-checked and verified by a second member of staff prior to despatch.)
Refund Allocation Process
Subsequently, a returns advisor will allocate any refund due to you (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.). Please note this second step can follow a few days after your parcel is first logged as back with us. Any remaining credit temporarily assigned to your account will be removed automatically at this point. Please note that, from the point 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 days for the latter.)
Other Exceptions and Exemptions
Non-Returnable Items
- 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 pre-paid 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.)
- 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.