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Returns and Refunds
You can return your items directly to us using the address mentioned below. We do advise getting a certificate of posting just to ensure we receive your unwanted items safely. Please note that the items are your responsibility until they reach us.
JD Internet Returns
Michael Faraday Avenue
Please allow up to 10 days for returns made by courier or post. We are working hard to get your returns processed and thank you for your patience at this time. We will send you an email when your return has been processed. Please allow a further 3-5 days for your refund to show in your account.
Q. Will stores remain open during the new lockdown?
A. All of our UK stores are now closed. Shop here online with us 24/7. Thank you for your patience and we can't wait to see you back in your local JD soon.
Q. How can I buy from your brand during the pandemic
A. You can still place your order Online. We are here for you!
Q. How can I return unwanted items if stores in my area are closed?
A. We have relaxed our store Returns Policy so you can return store bought purchases when stores re-open. For online orders only visit our returns page here
Q.How long will my order take during lockdown?
A. We are still processing orders as normal. If this changes we will let you know. Check out our delivery options here
Q. How can I contact Customer Care during lockdown?
A. Same as usual! Try our FAQ’s here first to see if you can get your question answered, if not contact us via the online form (here) or call us on 0161 393 7055. We will try to answer your query as quickly as possible.
Q. I had to re-locate due to the lockdown. Can I change my shipping address?
A. Once your order is placed we can’t amend the address but if you get in touch with Customer Care we may be able to cancel your order or ask the carrier to return it to us. Click here to get in touch
Q.Is International Shipping impacted because of the pandemic?
A. Not at the moment but we will let you know if this changes in the future. Check out our delivery options here
Q. Will you make online returns Free due to store closures?
A. If your order was bought Online visit our returns page to check out our Free returns options here If your items were bought in store you will need to wait until the stores open for a refund but do not worry as we have relaxed our returns policy.
Q. Which pick up locations are still open?
A. You can still collect your order from the Post Office
All orders can be returned online for a refund within 14 days or exchanged in store within 28 days of purchase. If you want to return your order to us there are lots of ways to do it. Click here to find our more. Online exchanges are currently unavailable.
Free returns to Store
All orders can be returned in store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you. Please note – Orders shipped direct from our brand partner must be returned directly to them using the free returns label. Once they’ve received the goods, the brand will then trigger a refund.
If you've ordered through an instore kiosk and would like an exchange or to return an item, you will need to do this instore as we are unable to process exchanges or returns for kiosk orders via our Distribution Centre.
Your refund/exchange will be processed at the till point. Please allow up to 5 days for it to show in your account. We can refund all payment methods in Store!
Returns Courier Collection for only £2.50. Click Here to arrange your return via our portal.
Once your order has been received by us we will process your refund within a few working days and we'll send you an email to let you know once it’s complete.
If you've purchased an item directly from our brand partner, you must return directly to them using the free returns label.
A replacement label can be obtained from contacting customer care.
If you bought your goods online please send us photos of your faulty goods to our Customer Care team who will advise you of next steps. We may ask you to send your goods to our returns department including your despatch note and full details of the fault. Once received we will inspect the goods and if a fault is found we will refund back to your original payment method. We advise you send your goods with a service that offers a ‘certificate of posting’ as it remains your responsibility until we receive the goods.
Please send to;
JD Internet Returns
Michael Faraday Avenue
Alternatively you can take your goods along with your despatch note or proof of purchase to one of our stores. Click here for your nearest store. The team will be happy to assist in determining if there’s a manufacturing fault with the goods. Should a fault be found, the team will be able to offer a resolution there and then. Should there be any doubt, the team will be able to send your goods off for an “inspection” whereby a member of our specially trained warehouse team will review your goods for manufacturing faults.
If you bought your goods in one of our stores, please return them to one of our stores. The returns department is only equipped to handle goods bought online.
Upon receipt/return of your goods back to our warehouse we will email you when your refund has been processed. It can take 5 working days for your refund to show in your account. If you haven't received your refund after this time, then please contact our Customer Care team. who will be happy to look in to this.
Due to the current circumstances we are extending our current returns policy to allow a refund on any unwanted purchases for 28 days from when our stores re-open.
If you’ve ordered through our website or apps you can return your order to us by using any of the below methods;
If you’ve made a purchase in one or our stores you will be able to return your item up to 28 days from when our stores re-open
If you’ve made a purchase through our instore kiosk you will be able to return your item up to 28 days from when our stores re-open
We have additional product lines available for delivery direct from our brand partners, so we can do our best to get the size you want. The products are shipped and sold directly by the JD brand partner to you. This is only available for standard delivery and must be returned directly to the supplier using the free returns label provided. Please note that orders fulfilled by our brand partners are only available using standard delivery and are not included as part of JDX Unlimited Delivery membership.
You can request a Brand Partner Returns label from customer care
Bikes are supplied by Go Outdoors. If you’ve changed your mind, you’ll need to return your bike to Go Outdoors. Ensure that your bike is fully packaged up, preferably in the same way it was delivered. The returns details will be on the despatch note that came with your bike. Please ensure that you include details of your order number if you are returning your bike.
You can return your bike by simply arranging a home collection through Hermes for £9.98. Just click here and select Go! Outdoors on the Hermes portal.
If you prefer to return by post the address is
JDUK Internet Returns
J.K.Philips Group Ltd
Unit 3 Goldborne Point
If there’s a problem with your bike, please contact Customer Care via the online form HERE so we can review the options available to you.
I'm sorry you haven't received a despatch note with your delivery.
Sadly we are not able to provide you with a copy of the despatch note at present, however, if it's a proof of purchase or receipt you're looking for, your order confirmation email is just as good.
If you wanted the despatch note to return your order you should only need your order number to create a return through our returns portal here. If you choose to send items back yourself, please remember to pop a note in with your parcel that has your order number, name, what you're returning and some contact details, just so we know who the parcel relates to!
You will be given a receipt as proof that we have retained your goods by the store. Please ensure you keep this and your original proof of purchase. The store will send the goods internally to our returns department where we will inspect your goods and notify you in writing within 30 days of our decision.
If you sent the goods directly to us we will notify you in writing within 30 days of our decision.
All of our UK stores are now closed. Please visit the delivery and returns page to find out how to return your order. Thank you for your patience and we can't wait to see you back in your local JD soon.
Store returns are free
Please note store purchases must be returned to our stores within 14 days for a refund or 28 days for an exchange.
Please bring with you your despatch note and the goods you want to return. The team will be happy to assist and get your refund/exchange processed as soon as possible.
All payment metohds can be refunded in store and a refund/exchange will be processed at the till. Please note a refund can take between 3-5 working days for the money to return to your account.
Yes, but please note we won’t refund the price difference if an item has been reduced since it was purchased. Our normal returns policy still applies. Your legal rights are not affected
Please contact our Customer Care team. who will be happy to assist in getting this issue resolved.
If an item arrives damaged or faulty then please contact our Customer Care team who will discuss your return options. We will then send the item to our inspection team who will assess whether a manufacturing fault is present. Depending on the results an offer of either a refund or exchange will be made.
Alternatively, you can take your despatch note and the faulty or damaged goods to one of our JD stores. The team will be happy to assist and send your item off to our distribution centre who will do an inspection, then depending on the results offer a refund or exchange.
For any purchases made throughout the Christmas returns period & from now returns will be accepted for both online & instore purchases for 28 days after the stores re-open.
If you want to return your order to us there are lots of ways to do it. Please note store purchases must be returned to our stores.
Pop down to one of our stores nationwide, take your despatch note and the goods you want to return within 14 days, and the store team will be happy to offer you a refund or exchange. We can refund any payment method at the till!
Collect From Store orders delivered to alternative collection point cannot be returned in that store.
Or visit our Returns portal and choose one of our carriers. Remember to put your despatch note in the parcel.
Personalised items will only be accepted if the personalisation text is incorrect or if the product is faulty. Underwear is non-refundable for hygiene reasons. Swimwear returns will only be accepted if the hygiene seal is still intact.
Please note, orders purchased on the UK site cannot be returned or exchanged to any of our stores outside the UK.
We will ordinarily refund the full purchase price together with the standard delivery charge paid as long as we receive your order within the cancellation period. If you chose to pay extra for express delivery, we will only refund the cost of standard delivery. Please note though that if you want to return only some items but keep the rest of your order, you may not be entitled to a refund of the delivery charge.
WE BELIEVE THAT THE SMART BALANCE WHEEL MAY NOT MEET THE UK STANDARDS AND MAY CAUSE A SERIOUS SAFETY RISK. WE ARE THEREFORE URGING CUSTOMERS NOT TO USE THE PRODUCT AND RETURN IT WITH MAINS PLUG AND CHARGER TO THEIR NEAREST JD STORE WITH PROOF OF PURCHASE AND A FULL REFUND WILL BE GIVEN. WE TAKE THE QUALITY AND SAFETY OF OUR PRODUCTS EXTREMELY SERIOUSLY AND APOLOGISE FOR ANY INCONVENIENCE THIS MAY CAUSE. ANY CUSTOMER QUERIES PLEASE TELEPHONE 0161 393 7055
PRODUCT RECALL NOTICE
We believe that the PINK SODA – HEART ZIP THROUGH HOOD may have a print issue. The print wears off after washing therefore please return any faulty washed garments to store for a full refund. Please note this notice only applies to certain batches produced and only washed garments where this issue is apparent will be refunded. We take the quality of our products extremely seriously and apologise for any inconvenience this may cause.