Your new website

Why have you changed your website?

We decided that our customers deserved an online experience to match the high quality of our products – not only does our new website show off our products at their best but it also provides you with a top class shopping experience

Do I need to set up an account to place an order?

No, you don’t. We have made a guest checkout available for you, but you can easily create an account at the end of your order by simply adding a password. This will allow you to manage your order, update your addresses and even pass through the checkout more quickly!

Making a payment

What payment methods do you accept?

We accept the following methods of payment: Visa, Mastercard, Maestro/Switch, American Express and PayPal.

When will you charge me?

Items are only charged as and when they are despatched, so should there be a delay on any items you have ordered you will only be charged for these as they become available for despatch. We only charge postage & packing once. However for orders placed by PayPal you will be charged the full amount when you place your order.

Can I order over the telephone?

Yes, we are more than happy to take your order over the telephone. You can call our Customer Services department on 01845 575100 from 8.30am – 6.30pm from Monday to Friday and also on Saturday from 10am-3pm.  We are closed on Sundays and Bank Holidays.

How do I redeem a special offer or a promotion code?

Special offers, such as our popular 3 for £75 formal shirts, are automatically applied at the checkout. If you have a promotion code you just need to type it into the 'promotion code' box at the checkout page. Make sure you don't miss out on any of our fantastic offers by signing up to our VIP email newsletter.

Do prices include VAT?

If you are ordering from the UK or EU all prices are shown in sterling and include 20% VAT. If you are ordering from the USA all prices are shown in US dollars and exclude VAT. If you are ordering from outside the UK and EU or from the Channel Islands all prices are shown in sterling and exclude VAT.

I’m ordering from a BFPO address, will I be charged VAT?

We are unable to deduct VAT from orders sent to BFPO addresses at checkout, but we can arrange to refund this for you as follows:

BFPO Addresses outside of the EU

Please contact our customer service team to request a VAT refund for a BFPO address outside of the EU, detailing your order number with the request.

BFPO Addresses within the EU

For BFPO addresses within the EU, UK VAT legislation requires us to obtain a "certificate of entitlement" confirming that the items have been dispatched to, and received by, a qualifying body or person as set out in paragraph 14.4 of HM Revenue and Customs Notice 725 dated January 2014. Please provide a copy of our despatch note which was supplied with the item(s), signed and stamped by the head or acting head of the embassy, high commission, consulate, visiting force contingent or international organisation, with evidence of the official status of the signatory.

For goods which are dispatched to BFPO customers in Cyprus or Germany we require a certificate from the person placing the order, uniquely identifying the supply for which relief is claimed, and claiming entitlement as follows: For British forces in Cyprus - under Article 151 (e) of EC Council Directive 2006/112/EC, or for a visiting force in Germany - under Article 151(d) of EC Council Directive 2006/112/EC. We require this certificate in accordance with Section 14 of HM Revenue and Customs Notice 725 dated January 2014.

How will I know you’ve received my order and payment?

You will receive an order confirmation email once your order has been placed successfully. Your card will not be debited until we despatch the goods, at which point we’ll send you an order despatch email.

Can I cancel an order once it has been placed?

Yes, as long as it hasn’t already been despatched. Please call our customer services team on 01845 575100 and we’ll arrange this.

Delivery & Returns

How much does delivery cost and how long will it take to arrive?

UK DeliveryCostDelivery Time
Standard (incl.CI,IOM,BFPO) £4.95 3-5 working days from despatch
Next Day* (Signature required) £9.95 Next working day
*please note, orders will need to be placed by 2pm
InternationalCostDelivery Time
EU £10.95 8-10 working days from despatch
Rest of World £16.95 14 working days from despatch

Working days are Monday-Friday and exclude public holidays

How will my order be sent to me and will it require a signature?

When using our ‘Standard’ shipping method please allow 3-5 working days for delivery by your Royal Mail postman; a signature will not be required. If an item is not currently held in our warehouse, an approximate date of when we expect to receive it will be displayed next to the item in the bag.  You should then receive your order within 3-5 days of it being delivered into our warehouse.

Our ‘Next Day’ delivery service (applicable if you have selected this method at the point of ordering and that order was placed before 2pm) will be sent that day for delivery the next day (Mon-Fri). Please make sure that the item is displayed as 'in stock' before selecting 'Next Day' delivery.  Any items that are not in stock cannot be delivered on a 'Next Day' service. This is a signed for delivery service by Royal Mail and you will need to be at home to receive the delivery.

I don’t live in the UK, how will my order be delivered and how long will it take?

International delivery times can vary greatly depending on destination. We will collate and ship your order as quickly as possible.  When we despatch your order we will send you an email (providing you have supplied us with a valid email address) that will contain all the information about your shipment. Please note: Joseph Turner Ltd. cannot be held responsible for any delays with local customs and any additional customs charges applicable are payable by the customer.  These charges are not included in our original delivery costs.

What if I'm not in when my goods are delivered?

Should you not be home for a Next Day delivery service or your delivery be too big for your post box and the postman is unable to deliver the package securely they will leave an attempted delivery card for you. This will require you to now collect your delivery from your relevant Royal Mail post office.

What if I don’t receive my order?

For UK orders, we deliver using Royal Mail so you should receive your order within 5 working days of receiving your despatch confirmation email.  If, after this time, you have not received your order nor an 'attempted delivery' card please can you first check with any neighbours (just in case a card was not popped through your letterbox) and your local sorting office (again, just in case it is there and for whatever reason, you have not received an 'attempted delivery' card).  If you have checked both of these and have still not located your order please do contact us on 01845 575 100 and we will do our very best to locate your shipment for you.  Please note, we are obliged by Royal Mail to wait 15 days after despatch before we contact them about an undelivered parcel.

How much will delivery cost?

We have a range of delivery options available to offer you a choice of services to suit your individual needs:

Standard @ £4.95
Please allow 3-5 working days (Mon-Fri, excluding public holidays) from placing your order. All our standard delivery orders go via Royal Mail and do not require a signature on delivery. During very busy ‘Sale’ periods delivery may occasionally take up to 7 working days.

Next Day @ £9.95
Orders placed before 2pm on a working day (Mon-Fri, excluding public holidays) will be delivered on the next working day. Orders placed at other times (e.g. weekend, public holiday) will be despatched on the next working day and delivered the working day after. This service is only available for orders delivered within the UK mainland and a signature is required on delivery.

International Delivery
International Delivery is available and costs £10.95 for delivery to Europe and £16.95 to the rest of the world.

What happens if my order arrives in two deliveries – do I have to pay postage twice?

No, you only pay one postage charge.

What is your returns policy?

Our clothes are tailored with meticulous attention to detail and quality checked throughout. If you are not entirely happy with any item from Joseph Turner, simply return it using our FREE returns service within 60 days for a prompt exchange or refund. Unfortunately we cannot exchange or refund shirts that have sleeves shortened or pockets added, nor can we exchange or refund clothes or footwear that have been washed or worn except for the purpose of being tried on for size.

How do I return an item?

UK customers can return goods for free; simply fill in the returns form that appears on the back of your invoice which is included in the parcel we sent you and attach the sticky freepost returns label which can also be found on your invoice to your parcel and take it to the Post Office. Be sure to ask for a free proof of postage certificate as we won’t be liable for any products lost in the post.


What if I lose my freepost returns label?

Don't worry, you can easily print a new freepost returns label yourself by clicking here and following the instructions.  If you are unable to print the label then please call our Customer Service Team on 01845 575 100 who will be happy to help.

How do I exchange an item?

Simply fill in the details on the back of their delivery note indicating the items you would like in return for your returned product and we’ll send the replacement to you at no extra cost.

How long do I have to return or exchange a product?

We are proud to offer you a 60-day guarantee during which you are able to return or exchange any of your products. Unfortunately we cannot exchange or refund shirts that have sleeves shortened or pockets added, nor can we exchange or refund clothes or footwear that have been washed or worn except for the purpose of being tried on for size.

Can I track my delivery?

You are able to track the progress of your order with your ‘My Account’ area on the website, however we are hoping to be able to offer a delivery tracking service on our next day delivery service in the near future.

How long does it take to process a return?

Please allow up to 14 days from the day we receive the returned goods for your part or full refund to appear on your account or to be processed.

Contact with Joseph Turner

When do you email me?

At Joseph Turner we want to ensure you have peace of mind that your order has been received and when it will be with you. We will therefore email you an order confirmation when you place an order as well as a despatch email once your order has been despatched from our warehouse.

If you sign up for an email newsletter we will look to send you two emails a week, one will be our weekly Deal of the Day and the other will update you on our latest offers or be a preview of upcoming sales.

Will you ever phone me?

We will never phone you for marketing purposes or pass on your phone number to another organisation or individual, however we may need to phone you should we need to update you on an order you have placed.

Can I receive your catalogue?

We would be delighted to send you one of our catalogues, simply fill in the required form and look out for your postie.

Your privacy & security

Are my details safe when shopping on your site?

Yes, we understand the need to provide you with a shopping environment where all the information you input is secure. Security measures are in place to prevent the loss, misuse or alteration of the information received from you, and to make such information as secure as possible against unauthorised access and use. This includes a Secure Payment Gateway, a SSL Certificate, 3D Secure/Verified by VISA and complying with the Data Protections Act 1984 and 1998. For more information visit our Secure Shopping page.

What are cookies

A cookie is a very small piece of information that a website stores to save and collect basic information. Many cookies are essential to the operation of our website, for example to allow you to make a purchase or create an account with us. Cookies on our site are also used to customise certain areas of content just for you, and to make your browsing experience more efficient and faster.  We may also use technologies, such as our own cookies, to provide you with personalised online display advertising tailored to your interests.  To opt out of our cookies used for this online advertising, click here.

Joseph Turner Products

Where else can I find Joseph Turner products?

Our full range of products can be viewed online at www.josephturner.co.uk, in our catalogues and in our Factory Shop. 

Where do you source your products from?

At Joseph Turner we pride ourselves at the long-standing relationships we have built up with many of our suppliers. We source our tweed in Scotland and Yorkshire, our lambswool is dyed and spun down the road in Denby Dale and our wool woven in Leeds. We aim to use as many British suppliers and manufacturers as possible and are fortunate to be working with many excellent factories abroad, from Portugal to the Far East, who provide us with unbeatable quality and allow us to offer you our garments at sensible prices.

What sizes do you sell and how do I measure my size?

For full sizing information on our collection please view our Size Guide page.

Can I shorten my sleeve lengths?

Yes, you are able to shorten your sleeves on our formal shirt collection by up to 3 inches. This option will appear on the product page if it is applicable. Please note that we are unable to accept returns of shirts which have had their sleeves shortened.

Do you guarantee your products?

Our clothes are tailored with meticulous attention to detail and are quality checked throughout. However, if you are not 100% satisfied with any item from Joseph Turner you can simply return it within 60 days (7 days for clearance department items) and we will be happy to exchange the item, or provide you with a full refund.  Unfortunately we cannot exchange or refund shirts that have sleeves shortened or pockets added, nor can we exchange or refund clothes or footwear that have been washed or worn except for the purpose of being tried on for size (unless they are inherently faulty) .

Do you have a question or want to speak to someone? Get in touch with us in these ways:

Tel: 01845 575100

Monday to Friday 8.30am to 6.30pm or Saturday 10am to 3pm. Closed bank holidays.

Email

custserv@josephturner.co.uk

Post

Concept Park, Thirsk Industrial Park, Thirsk, North Yorkshire, YO7 3NH