If you’ve just bought a pair of Johnston & Murphy shoes and they’re not quite right, knowing the Johnston and Murphy return policy is your first step to a solution. This guide will walk you through everything you need to know, from time limits to condition requirements, so you can shop with confidence.
We’ll cover the standard policy for online and in-store purchases, the details on final sale items, and how to handle returns without the original packaging. You’ll also learn about exchanges, refund timelines, and what to do with international orders. Let’s get started.
Johnston and Murphy Return Policy
The core Johnston and Murphy return policy is designed to be straightforward. For most items, you have 90 days from the date of purchase to initiate a return. The items must be in new, unworn condition with all original tags and packaging. This applies to purchases made both online and at their retail stores.
It’s important to note that this is a return policy, not a warranty. It covers you if you change your mind or if the product isn’t what you expected. For issues that arise after wear, like manufacturing defects, you’ll need to look at their separate warranty service, which we’ll discuss later.
Key Conditions and Requirements
Before you pack anything up, make sure your return meets these basic conditions. Missing just one can result in your return being denied or delayed.
- Time Frame: You have 90 days from the purchase date. The clock starts ticking the day your order ships or the day you buy in-store.
- Item Condition: Shoes, clothing, and accessories must be in new, unworn condition. There should be no scuffs, dirt, or signs of wear on the soles or uppers.
- Original Packaging: All items should be returned with their original shoe box, dust bags, and any tags that were attached. The box is considered part of the product.
- Proof of Purchase: You must include the original receipt, packing slip, or order confirmation email. Without it, Johnston & Murphy may only offer store credit at the current selling price.
How to Return an Online Order
Returning something you bought online is a simple process. Follow these steps to ensure it goes smoothly and your refund is processed quickly.
- Start Online: Go to the Johnston & Murphy website and navigate to the “Returns & Exchanges” page. You’ll need your order number and the email address used for the purchase.
- Initiate the Return: Follow the prompts to select the items you’re returning and state your reason. The system will generate a return authorization and a prepaid shipping label.
- Pack Securely: Place the items in their original box, and then place that box inside a plain shipping box. Attach the provided label securely over any old labels.
- Drop Off: Take the package to the designated carrier (typically UPS or USPS). Keep your drop-off receipt until you get confirmation that the return has been received.
Once the return is received at their warehouse, it usually takes 7-10 business days for the refund to be processed back to your original payment method. You’ll get an email confirmation when it’s done.
In-Store Returns and Exchanges
If you have a Johnston & Murphy store nearby, returning an item in person is often the fastest option. You can return online purchases to a physical store, which is great if you want an immediate exchange or refund.
- Bring the item in its original condition, with all packaging and tags.
- Have your receipt or order confirmation ready, either printed or on your phone.
- The store associate will process the return. If you want an exchange, you can pick out a new item right there.
- For refunds to a credit card, it may still take a few days to post to your account, but the transaction is instant.
Remember, you can also buy items online and return them to a store if that’s more convenient for your schedule. This flexibility is a big plus for many customers.
Understanding Final Sale Items
Not everything is eligible for a return. Final sale items are a clear exception to the standard 90-day policy. It’s crucial to know what falls into this category before you buy.
Typically, final sale includes:
- Items marked “Final Sale” or “Clearance” on the product page or receipt.
- Monogrammed or personalized products.
- Certain accessories bought at a deep discount.
- Gift cards (which are non-refundable by law).
Because these items cannot be returned, double-check sizing and descriptions carefully. Some customers have reported confusion, so when in doubt, contact customer service before ordering a discounted item to confirm its return status.
What About Worn or Defective Items?
The standard return policy is for new items. But what if you’ve worn your shoes and a seam splits, or a heel breaks prematurely? That’s where Johnston & Murphy’s warranty and repair service comes in.
Johnston & Murphy offers a one-year limited warranty against defects in materials and workmanship. If you believe your product is defective, you should:
- Contact Customer Service immediately at 1-800-424-2854 or via the website’s contact form.
- Explain the issue and provide your proof of purchase and photos of the defect.
- They will provide instructions, which usually involve sending the item to their repair center for inspection.
If the damage is deemed a manufacturing defect, they will typically repair or replace the item at no cost. If it’s determined to be normal wear and tear, they may offer a paid repair service. This process is seperate from the standard return policy.
International Return Policy
If you’re ordering from outside the United States, the return process is different. International customers are responsible for the cost of return shipping and any applicable customs duties or taxes.
You still need to initiate the return through the website within the 90-day window. However, you will not recieve a prepaid label. Instead, you’ll be responsible for shipping the item back to their U.S. warehouse using a trackable service. It’s recommended to get shipping insurance, as Johnston & Murphy is not responsible for packages lost in transit.
Refunds for international returns are issued once the item is received and inspected, but note that original shipping charges and any import fees you paid are non-refundable.
Gift Returns and Exchanges
Returning a gift can feel tricky, but Johnston & Murphy has a process for it. If you received a gift and need a different size or style, you have options.
- With a Gift Receipt: If the giver included a gift receipt, you can return the item within 90 days for a merchandise credit or exchange. This is the simplest method.
- Without a Gift Receipt: If you don’t have any receipt, you may be able to return the item for store credit at the item’s current selling price. This requires manager approval at a store, or you can contact online customer service.
The merchandise credit is usually issued as an electronic gift card, which you can use online or in stores. The original purchaser will not be notified of the return if a gift receipt is used.
Refund Methods and Timing
How you get your money back depends on how you paid and where you made the return. Here’s what to expect:
- Credit/Debit Card Purchases: Refunds are issued to the original card. Processing begins once the return is received and inspected. It can take 7-10 business days for the refund to appear on your statement after processing.
- PayPal or Other Digital Wallets: The refund goes back to that specific account. The timeline is similar to credit cards.
- Store Credit/Merchandise Credit: This is often issued immediately for in-store returns or within 24 hours for online returns. You’ll get an email with the credit code.
- Cash Purchases (In-Store Only): If you have the original receipt, you can typically get a cash refund in store. Without a receipt, store credit is the standard option.
If it’s been more than 10 business days since you got the return confirmation email and you don’t see the refund, contact your bank first (as holds can vary), then reach out to Johnston & Murphy customer service.
Tips for a Smooth Return Experience
A little preparation can prevent headaches. Here are some pro tips based on common customer experiences.
- Inspect Immediately: When your order arrives, try on shoes on a clean, carpeted surface to avoid marking the soles. Check stitching and materials right away.
- Keep Everything: Don’t throw away the box, tags, or packing slip until you’re sure you’re keeping the item. It’s a good habit to keep all packaging for at least the return window.
- Act Within the Window: Don’t wait until day 89 to start your return. Initiate it as soon as you know the item isn’t right to avoid missing the deadline.
- Use Tracked Shipping: Always use a trackable shipping method and keep your receipt. This provides proof you sent the package if there’s any question about it being received.
- Take Photos: Before you send a return, take photos of the items in their condition, including the original packaging. This provides a record in case of a dispute.
Frequently Asked Questions (FAQ)
How long do I have to return Johnston & Murphy shoes?
You have 90 days from the purchase date to return items for a refund or exchange, provided they are in new, unworn condition.
Can I return Johnston & Murphy shoes without the box?
The official policy requires original packaging. Returns without the original shoe box may be rejected or subject to a restocking fee, as the box is considered part of the product. It’s best to contact customer service if you’ve lost the box.
Does Johnston & Murphy offer free returns?
Yes, for online returns within the U.S., they provide a prepaid return shipping label. This makes returns free and convenient for domestic customers. International returns are not free.
What is Johnston & Murphy’s exchange policy?
The exchange policy follows the same 90-day, new-condition rules as returns. You can process an exchange online or do it instantly in a physical store. If exchanging online, you’ll typically process a return and then place a new order.
Are Johnston & Murphy returns free in store?
Yes, returning an item to a physical Johnston & Murphy store is free. You can return online purchases to a store as well, which avoids any shipping hassel.
How do I contact Johnston & Murphy for a return?
You can start most returns online via their website. For specific help, call customer service at 1-800-424-2854 or use the email form on their “Contact Us” page. For faster service with in-store purchases, visiting a retail location is often best.
Common Issues and How to Solve Them
Sometimes returns don’t go perfectly. Here’s how to handle a few common snags.
Issue: The return was received, but no refund yet.
First, check the date of your return confirmation email. Allow 7-10 business days for processing, plus additional time for your bank to post it. If it’s past that, contact Johnston & Murphy with your return authorization number.
Issue: You were charged a restocking fee.
Restocking fees are not standard but may be applied if an item is returned used, damaged, or without all original packaging. Review the condition you sent it in. If you believe it was in new condition, contact customer service with your photos to appeal the fee.
Issue: The return package was lost.
If you used the prepaid label, Johnston & Murphy can track it. If you shipped it yourself, you need to contact your carrier with your tracking number. Without tracking, it’s very difficult to prove the item was returned, which highlights why using a tracked service is essential.
Understanding the Johnston and Murphy return policy gives you the freedom to shop their collection without worry. By following the guidelines on time limits, condition, and packaging, you can ensure a straightforward process. Whether you prefer the convenience of a prepaid mailer or the instant resolution of a store visit, you have good options. Keep your receipt, keep the box, and don’t wait until the last minute. With this knowledge, you’re ready to find the perfect pair of shoes or accessories that you’ll be happy with for years to come.