Assistance

RETURN POLICY

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) with a John Hardy Store Credit for item(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 item(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 with the option which suits you.

Exchange

You may exchange an item 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 item(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 item(s) back to us. Once your return item(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 may need to pay any cost difference, additional shipping, and taxes.

If you received the item(s) as a gift and do not want to return/exchange the item(s) under the purchaser's account, we will only be able to offer you a John Hardy Store Credit under your John Hardy International Online Boutique account for you to place a new order (you are required to create an account if you don't have one). Please email us or call us at 1.888 838 3022 and we can assist you. 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 return item(s) have been received by our office, the Store Credit will appear in your John Hardy International 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 may 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 item is less than Store Credit issued.

Refund

Refunds to a credit card can be requested for item(s) returned less than 30 days after receiving your order. The refund can only go 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 a 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 item(s) back to us. Once your return item(s) have been received by our office, we will issue a refund of the retuned item(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.

Replacement of Incorrect or Defective Items

If you received an incorrect or damaged item, please contact us immediately via email, or by calling 1.888 838 3022.

 

You may also choose to submit a Return Request directly online. Please follow the Return Instructions below to submit the Return Request 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 item(s), we will process a replacement order on your behalf.

Return Instructions

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.

In order to return your John Hardy merchandise, you must obtain and use a claim number. To receive these details, please follow the instructions below:

Guest customers: You must be a registered customer to submit a Return Request online. Please let us know your order confirmation number via email, or by calling 1.888 838 3022 and 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 with the option which suits you.

Please make sure you send the item(s) within 14 calendar days after request approved with the Claim Number, and the Packing List (which could be downloaded from the link provided in the return request authorization email),

  • in the same condition as at the time of receipt
  • in its original John Hardy packaging
  • with a copy of all documents included in the packaging
  • with the Claim Number
  • with the Packing List to be placed inside the box
  • insured and signature required via FedEx, UPS or U.S. Postal Service to the address below

    John Hardy International Limited
    14/F, Block C, Seaview Estate
    8 Watson Road, North Point
    Hong Kong
    1.888 838 3022

Please allow 7 – 10 business days for the return transit time, plus additional 8 weeks upon receipt for the required action to be completed.

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

Please note that John Hardy does not permit the return of or offer refunds for Special Order or Pre-order items, John Hardy e-Gift Cards or Store Credit.

Note: 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.