FAQs

HOW CAN I TRACK MY ORDER?

You’ll receive a tracking number via email once your order has been collected by our delivery partners.

  • UK orders are shipped with DPD and fully tracked.
  • International orders are shipped with DHL Express, offering fast, reliable, and fully tracked delivery worldwide.

You can use your tracking number to follow your order’s progress at any time.

WHAT ARE YOUR SHIPPING RATES AND DELIVERY TIMES?

Domestic Shipping (UK)

  • We currently offer free UK shipping on all orders over £250.
  • For orders under £250, shipping is £6.00.
  • Orders are dispatched Tuesday to Friday, and you’ll receive tracking details once your parcel is collected.

International Shipping

  • All international orders are shipped via DHL Express using a Delivered Duties Paid (DDP) service.
  • This means all customs duties, import taxes, and VAT are calculated and paid at checkout — no hidden fees or surprise charges on arrival.
  • Prices shown on our website for international customers are displayed without UK VAT.
  • Delivery times vary by destination, and tracking information will be provided once your order has been dispatched.
  • If your country isn’t listed at checkout or you have questions about international shipping, please contact us at info@johnsimons.co.uk

WHAT IS YOUR RETURNS POLICY?

  • Exchanges and refunds must be requested within 14 days of delivery.
  • Items must be returned unused, in their original packaging, and via a tracked service.
  • Refunds are not applicable to items purchased in-store; in this instance, we can offer store credit or an exchange for an item of equal value.
  • This policy does not affect your statutory rights.

CAN YOU MARK MY PACKAGE AS A GIFT FOR CUSTOM PURPOSES?

Unfortunately, we’re unable to mark packages as gifts due to legal restrictions.

FOR INTERNATIONAL CUSTOMERS: WILL VAT DEDUCTED FROM MY ORDER?

Yes. For international orders, prices are displayed without UK VAT, and all applicable taxes and duties are calculated and paid at checkout as part of our DDP (Delivered Duties Paid) service. This ensures a smooth delivery process with no extra fees upon arrival.

HOW DOES THE "COLLECT IN STORE" OPTION WORK?

We offer a complimentary Collect in Store service from our Chiltern Street location. Simply select this option at checkout and you’ll be notified once your order is ready for collection.