Customer Care

RETURN POLICY

 

Returns and Exchanges
How to Exchange Products
How to Receive a Refund
How to Replace Incorrect or Defective Products
How to Make Returns

 

Returns and Exchanges

We want you to be completely happy with your order. If for any reason you are not satisfied with your purchase, we will gladly offer:

  • an Exchange (excluding any packaging, shipping or handling charges) of John Hardy Store Credit for product(s) returned within 30 days after receiving your order.
  • a Refund (excluding any packaging, shipping or handling charges) to the original credit card used for payment for product(s) returned within 30 days after receiving your order.

To Exchange or Refund, please read our Return Policy and follow the Return Instructions below to submit your Return Request online.

Please note that John Hardy does not accept the return of or offer refunds for Pre-ordered products, John Hardy e-Gift Cards or Store Credit.

Please contact our online customer service team if you have any questions.

U.S. online orders

Phone: 1-888-838-3022
Email Address: eshop.usa@johnhardy.com
Office Hours: 9:00am – 5:00pm EST (Monday – Friday)

Canada online orders

Phone: 1-888 -838-3022
Email Address: eshop.int@johnhardy.com
Office Hours: 9:00am – 5:00pm EST (Monday – Friday)

Hong Kong online orders

Phone: +66 (0)2 8611547  Extension 172
Email Address: eshop.int@johnhardy.com
Office Hours: 8:30am to 6:30pm GMT+7 (Monday – Friday)

Australia and International online orders

Phone: +66 (0)2 8611547  Extension 172
Email Address: eshop.int@johnhardy.com
Office Hours: 8:30am to 6:30pm GMT+7 (Monday – Friday)

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How to Exchange Products

You may exchange a product for a different size or style within 30 days after receiving your order, based on stock availability. Please note that certain styles or sizes may require a special order to be placed or may not be available at the time of purchase.

If you wish to exchange your product(s), please follow the Return Instructions below to submit a Return Request online with the option: EXCHANGE WITH STORE CREDIT for placing a new order. An Authorization of your Return Request will be sent to you via email with detailed instructions on how to send the product(s) back to us. Once your returned product(s) have been received by our office, the Store Credit will appear in your John Hardy Online Boutique account upon checkout. The John Hardy Store Credit will be valid for one year from the issue date. Please be advised that you will need to pay any cost difference, additional shipping and taxes.

If you received the product(s) as a gift and do not want to return/exchange the product(s) under the purchaser's account, we will only be able to offer you John Hardy Store Credit under your own John Hardy Online Boutique account. (You are required to create an account if you don't have one). Please email us or call our online customer service team for further assistance.

In order to process the gift exchange, we will need either the order confirmation number or the original purchaser's full name to verify that the order was made online. Once your returned product(s) have been received by our office, the Store Credit will appear in your John Hardy Online Boutique account at the checkout page. The John Hardy Store Credit will be valid for one year from the issue date. Please be advised that you will need to pay any cost difference, additional shipping and taxes. Unfortunately, we will not be able to give a refund for the remainder if the cost of the exchange product is less than the Store Credit issued.

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How to Receive a Refund

Refunds to a credit card can be requested for product(s) within 30 days after receiving your order. The refund can only be issued to the original credit card used for payment. Refunds to a credit card cannot be made for orders paid by an e-Gift Card or John Hardy Store Credit.

If you wish to get a refund to your credit card, please follow the Return Instructions below to submit a Return Request online with the option: REFUND TO CREDIT CARD. An Authorization of your Return Request will be sent to you via email with detailed instructions on how to send the product(s) back to us. Once your returned product(s) has been received by our office, we will issue a refund for the returned product(s) (excluding any packaging, shipping or handling charges) to the original credit card used for payment. Please be advised that it will take up to 8 weeks for the refund to reflect on your credit card statement.

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How to Replace Incorrect or Defective Products

If you receive an incorrect or damaged product, please contact our online customer service team immediately. If your package arrives and is significantly damaged during delivery, please do not open the package and contact our online customer service team at your earliest convenience.

You may also choose to submit a Return Request directly online with the option: REPLACEMENT WITH STORE CREDIT. An Authorization of your Return Request will be sent to you via email with detailed instructions. Once we have received the original product(s), we will process a replacement order on your behalf.

U.S. orders

We will provide a pre-paid shipping label for you to return the product(s) to our New York office. Please send us an email at eshop.usa@johnhardy.com.

Non-U.S. orders

Please insure your package for safe return to our Hong Kong office. Please email us at eshop.int@johnhardy.com for further assistance.

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How to Make Returns

Returned merchandise must include the original packaging and tags and must be in the same condition as when it was received. Used merchandise cannot be returned unless it is defective.

U.S. online orders

In order to return your John Hardy merchandise, you must obtain and use a Return Authorization (RA) number and claim number.

Guest customers: You must be a registered customer to submit a Return Request online. Please email us your order confirmation number at eshop.usa@johnhardy.com..

We will register your account for you. Kindly specify “Returns & Exchanges Request” in the subject line of your email to help us expedite your request.

Registered customers: Please sign in to your account and visit the Order History section to submit a Return Request online using the option that best suits you.

Please make sure you send the product(s) within 14 days after your request has been approved with the RA Number, the Return Label and the Packing List (which can be downloaded from the link provided in the return request authorization email).

The returned product(s) must be:

  • in the same condition as at the time of receipt
  • in the original John Hardy packaging (Please keep our catalogue for future product information and purchases)
  • with a copy of all documents included in the packaging
  • with the Return Authorization (RA) Number
  • with the Packing List placed inside the box
  • with the Return Label put on the outside of the box
  • insured and signature required via FedEx or UPS to the address below
Address:
John Hardy USA Inc.
Starrett-Lehigh Building
601 West 26th Street
19th Floor
New York, NY 10001 USA
Phones:
1-888-838-3022

Non-U.S. online orders

Please make sure you send the product(s) within 14 days after your request has been approved. Please insure your package for safe return to our Hong Kong office.

Guest customers: You must be a registered customer to submit a Return Request online. Please send us your order confirmation number at eshop.int@johnhardy.com..

We will register your account for you. Kindly specify “Returns & Exchanges Request” in the subject line of your email to help us expedite your request.

Registered customers: Please sign in to your account and visit the Order History section to submit a Return Request online using the option that best suits you.

The returned product(s) must be:

  • in the same condition as at the time of receipt
  • in its original John Hardy packaging (Please keep our catalogue for future product information and purchases)
  • with a copy of all documents included in the packaging
  • with the Claim Number
  • insured and signature required via FedEx, UPS or other local shipping carriers to the address below
Address:
ATTN: Ecommerce Returns
John Hardy International Limited
6th Floor,
No. 9 Des Voeux Road West
Sheung Wan
Hong Kong
Phones:
+66 (0)2 8611547  Extension 172

Please allow 7 – 10 business days for the return transit time, plus an additional 8 weeks upon receipt of the product(s) for the required action to be completed and the refund amount to be reflected on your credit card statement.

We will send you email updates regarding the status of your return request, including when your request is completed. As a registered customer, you can track your Return Requests anytime under the “My Account” section after signing in.

John Hardy recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to John Hardy or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

Note: The terms and conditions in the John Hardy Return Policy pertain only to purchases made directly through the John Hardy Online Boutique. Any purchase of John Hardy products made outside of the John Hardy Online Boutique is subject to the terms and conditions set forth by the John Hardy authorized retailer.

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