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 Form included with your order. (The printable part of the form can be downloaded from the link on the left if you no longer have it.) 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.) 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 as missing details can result in a delay in the processing of your request.

Standard UK Returns

John Banks offers a speedy easy returns process (something very few of our competitors can match). There is no upfront cost to return any goods. Available to all UK (including Northern Ireland, IOM and the Channel Islands) customers. For your greater convenience, an adhesive pre-paid label comes with your 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 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 to the parcel you're sending back, place the completed returns form inside, and take it to any post office. Remember to obtain a receipt for your parcel as this is your proof of postage in case of any problems.

Print, 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 here to log your SIMPLE RETURN and 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 here.

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 Big & Tall Menswear will not be held responsible for any items lost or damaged in such transit.

This service is via Royal Mail's Tracked 48 carriage so, along with your proof of postage, you will get a tracking number for your return. Using this you can track your parcel online 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.

Only one pre-paid label can be used per order.

Note: We do not offer a collection service for returns (aside from under exceptional circumstances where we are at fault).

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 working days of our receipt of your return. (All exchanges are re-checked and verified by a second member of staff prior to despatch.)

If you are local to our store you can, of course, avoid any fees or delays and return your goods at our shop for an immediate credit/refund/exchange. (Likewise, shop-purchased goods can be returned through the post using a Free Returns label, created via the generator above, if you prefer.)

What Happens Once Your Parcel is Back with Us?

Important Customer notice: If your returned items take your original order value below the free postage 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 originally paid to receive one pair of trousers).

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 (this is done Monday through Friday). 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

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.)

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.

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.

Customers are advised they may be able to claim back any customs fees paid for importing the particular goods returned. This is done via the relevant authority not from us.