Returns Policy
Returning or exchanging your order
Want to return or exchange items from your 34 St John order? You can easily do so within 14 days of delivery.
On this page you can find everything you need to know about our returns and exchanges policy. If you have any questions, see our Terms and Conditions, or speak with a member of our team.
Request your return or exchange
First things first, please contact our customer services team to let us know you want to return or exchange your order.
When you get in touch, please provide your name, home address, details of the order and your contact details.
Getting your returns back to us
Once you’ve told us you’re returning or exchanging an item, you have 14 days to get it back to us.
You can return items to us via either 34 St John’s delivery partners or your chosen delivery service.
Our delivery partners – We will liaise with you on the collection arrangements, times and costs.
Your chosen delivery service – If you choose this option, please keep a receipt or other evidence from the delivery service that proves you have sent it and when. If you don’t do this and we don’t receive the goods or don’t receive them within a reasonable timeframe, we will be unable to process any refunds. If using this method, please use an established delivery service.
Preparing your items for return. Follow this guide to get your items back to us without any hiccups
Returns and exchanges are at your own cost. We only pay return delivery costs when in an unlikely event the items are faulty.
For help with returns and exchanges, including our collection arrangements for items which cannot be posted, please contact us.
Processing refunds
If you're sending items back to us, we’ll refund you within 14 days of receiving the returned items – or receiving proof of postage. Refunds are made to the method you used for payment.
If you tell us you've changed your mind about an item that hasn't been delivered or one that we're collecting from you, we’ll refund you as soon as possible and within 14 days. Please note that bespoke products cannot be cancelled, returned or exchanged once we have accepted an order.
Exchanging your items
If you’re returning an item for exchange, you will need to select the item(s) you’d like in return – meeting the equivalent value of the exchange item(s).
You will need to pay our delivery costs for delivering the new item(s) to you.
Returns we can’t accept
In some cases we’re not able to accept or exchange returns. This has to happen in any of the following scenarios:
- Your item(s) is bespoke – made to your specifications or is clearly personalised
- Your item(s) was sealed for health protection or hygiene purposes and has been unsealed after delivery
- Your item(s) has become mixed inseparably with other items after delivery
- Items which have been used, or installed
If any of these scenarios apply but your item(s) arrived faulty, please get in touch with us.
Returning damaged or faulty items
Any returns of faulty items will be paid for by us. However, we won't refund any extra you have paid for express delivery or delivery at a particular time.
