Frequently asked questions


General (Expand All)

» What happens if I forget my password?

If you forget your password you can request a new one to be emailed to you by clicking on the ‘Forgotten Password’ link on the sign in page. If this fails to resolve your problem, please contact our customer services department.

» When will I be charged for my order?

For credit / debit card purchases, we will take the money when the items are dispatched. The order amount will be authorised from your card when you place the order, but not physically taken until the goods are shipped.
For other payment types, goods will be dispatched when the payment has cleared.

» My shoes are out of stock, do I get a refund?

You will receive a full refund for any items that we are unable to fulfil

» How do I change my order?

To change orders please contact our customer service department as soon as possible. We will endeavour to change your order as requested, this may not always be possible as the item may have already been despatched – in which case you can just send the shoes back to us for an exchange.

Payment (Expand All)

» How can I pay for my order?

You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept Visa, MasterCard, Maestro, American Express and Electron. You can also use Paypal, Amazon payments or Apple Pay.

» Can I pay with American Express?

Yes, you can now pay online with an American Express card

Delivery (Expand All)

» Do you charge for delivery?

Standard delivery to UK mainland addresses is £3.50 and free on orders over £95, with an option of taking returns paid for an extra 99p per item. Pricing for other destinations varies. See our delivery costs page for more information.

» How long does delivery take?

For UK orders, our standard delivery time is 3–5 working days.

You can also choose a premium 24 or 48 hour delivery option within the UK

» Who will deliver my parcel?

Most of our orders are despatched via Royal Mail the only time a courier may be used is if an item is despatched direct from a supplier and not our warehouse.

» Can I nominate a date or time for delivery?

Unfortunately we cannot specify a delivery time for orders.

You can choose 24 hour or 48 hour delivery when ordering to a UK address.

» What if I am at work when the courier tries to deliver?

If you are not in when delivery is attempted, the driver will leave a card through your door. If the goods have been sent via courier, you can call them and arrange a re-delivery. For items despatched via Royal Mail, the goods will have been taken to your local post office with instructions to collect them on the card.

» What happens if I don't receive my order on time?

If your order hasn’t arrived, contact our customer services team who will investigate why your order has not been delivered and do their best to resolve any problems for you.

Returns (Expand All)

» What is your returns policy?

We want you to be completely satisfied with your new purchase from us. If for any reason you are not happy with your items, simply return them to us unworn and in their original packaging, within 45 days of receiving them, we will be happy to issue a refund. 

» How do I return an item?

There are three easy and convenient ways to return your order. For more information please see our Returns Policy,

» Can I return to store?

You can return an item to any Jones store within 45 days of receiving them, most stores can issue a refund immediately, others may take up to 3 days. 

Just take your item(s) to be returned to the store of your choice, along with your despatch note and completed returns form. If the item is in its original condition, we will process the refund for you.

» How much does it cost to return goods?

Due to our low postage and packaging rate we are not able to offer free returns to our customers, however you have the option of paying the charge at the post office or using our prepaid label at a cost of £2.50 which is deducted from your refund.

You can also take out Returns Paid at the time of purchase for a further £0.99 per item. For more information please click here.

» How do I return an item when I have paid extra for the returns label?

Simply complete returns form on the despatch note and enclose it, together with your returned item(s), inside the original packaging. Goods cannot be returned without this information. As you have taken out Returns Paid, you will not be charged for the use of the label. 

» I believe my goods to be faulty, what should I do?

You can return the goods to us using our prepaid label, and note on the form that these are being sent for inspection. Once the goods are received we send them to our supplier for them to check for any manufacturing defects. If the goods are deemed not faulty there is a charge of £2.50 for the use of the label, however if the goods are a faulty a full refund will be issued.

» I have lost my return note?

You can download and print a returns form here.

» Can I exchange for a different item?

To exchange your item, please send your goods back for a refund and place a new order on the website.

» How will I be refunded?

If you have paid by credit/debit card or PayPal your account will be credited automatically once we receive the goods

» How long before the refund shows on my account?

It can take up to seven working days for the goods to be returned to us, once we have processed this refund, it will show on your account within three to five working days.

» Why have I been refunded when I asked for an exchange?

We are unable to automatically exchange items returned to us. To exchange your order, please return your goods for a refund and place a new order online.