Returns and Refunds Policy
Summary
Return window: 30 days after receiving the goods
Refund processing time: within 10 working days of the return being accepted
Return shipping costs: paid by the customer
Condition of the goods: unworn, unwashed, unaltered, with tags and in original packaging
Damaged or incorrect items: must be reported within 7 days of receipt
Exchanges: available on request, shipping costs at the customer's expense
Refund method: original payment method
We offer a 30-day right of return. This means you have 30 days after receiving your item to request a return. Your statutory 14-day right of withdrawal remains unaffected.
For a return to be possible, the item must be in the same condition as when you received it: unworn, unwashed, unaltered, with all tags and in the original packaging. You will also need the receipt or another proof of purchase.
To start a return, please email us at info@johndublin.com. If your return is accepted, we will send you a returns form with detailed instructions, including the return address and guidance on sending the parcel. We cannot accept or refund items returned without a prior return request or sent to an address other than the one we have provided.
If you have any questions about returns, you can reach us any time at info@johndublin.com.
1. Return conditions
All items must meet the following requirements for a return to be possible:
Returned in original saleable condition: unworn, unwashed and unaltered, with all tags
Returned in the original packaging
Sent with the same carrier used for the original delivery
Sent to the return address given on the returns form
You are responsible for the cost of returning the item. We do not offer free returns or prepaid shipping labels.
2. Notes on the return parcel
Please mark your return parcel clearly as a return by ticking the relevant box on the postal form, and state the total value of the items being returned.
3. How to return your order
To complete your return, please send an email to info@johndublin.com with the following details:
Your order number
The reason for the return
Photos of the items in the condition received: unworn, unwashed, with tags and in original packaging
You will then receive a returns form with detailed instructions. Once completed, please share the tracking link with our customer service team – including the tracking number and carrier – as well as a clear photo of the return label.
Once your return has reached us and been inspected, we will confirm receipt by email and let you know whether we accept or decline your refund.
4. Non-returnable items
Certain items are excluded from returns, including:
Made-to-measure or personalised products
Hygiene items such as underwear and lingerie, where the seal has been removed – for safety and health reasons
Gift cards
Perishable goods, hazardous goods and flammable liquids or gases
If you have any questions about a specific item, please get in touch with us.
5. Damage and incorrect items
Please check your order as soon as you receive it and contact us straight away if an item is faulty, damaged or incorrect.
To make a claim, write to info@johndublin.com within 7 days of receipt and provide:
Your order number
Photos or videos of the damaged or incorrect item
A description of the problem
Once we have reviewed your information, we will arrange a replacement of the affected items at no additional cost to you. Please note: for damaged, faulty or incorrect items we offer a replacement rather than a full refund. Your statutory rights in respect of defects remain unaffected.
6. Missing items
If your order arrives incomplete, we will send the missing items on to you free of charge. Please note: in this case we offer a follow-up delivery rather than a full refund.
7. Exchanges
If you would like to exchange an item, please email us at info@johndublin.com and we will then process your request. Shipping costs for the exchange are paid by the customer.
8. Refunds (where accepted)
Once your return has been received, inspected and accepted, we will credit the refund to your original payment method within 10 working days.
Please note that your bank or credit card company may need additional time before the refund appears. If more than 15 working days have passed since your return was accepted and you have not received your refund, please contact us at info@johndublin.com.
9. Refunds (where declined)
If your return is declined, we will send the item back to your delivery address at no additional cost to you.
We decline returns and issue no refund in the following cases:
Incomplete or damaged products: the product is missing parts or components, or the original packaging is damaged or not included
Damage through improper use: damage caused by improper handling, misuse or normal wear and tear
Contaminated hygiene items: items such as underwear and lingerie cannot be returned for safety and health reasons
Expired 30-day return window: returns must be initiated and sent within 30 days of delivery
Wrong return address: returns that do not reach our stated return address cannot be refunded
10. Late or missing refunds
If you have not yet received your refund, please take the following steps:
Check your bank account again
Contact your credit card company, as official posting can take some time
Contact your bank, as processing time may also apply there
If you have taken all these steps and the refund still has not arrived, please contact us at info@johndublin.com.
11. Refusal of delivery
If you refuse to accept your parcel, no refund will be issued. You must first accept the parcel and then submit a return request in order to be eligible for a refund.
If you continue to refuse acceptance and the parcel is returned to sender or destroyed by the carrier, we charge a fee of €15 per parcel to cover administrative and shipping costs. For orders with multiple parcels, the fee is calculated according to the number of parcels and their respective shipping weight.
12. Undeliverable parcel / collection
If several delivery attempts fail, the parcel is returned to the local post office and held there for collection. It is your responsibility to collect the order by the stated date.
Additional costs to cover administrative and shipping fees may apply in the following cases:
Incorrect address provided: the delivery address entered at checkout is inaccurate or invalid and the parcel cannot be delivered
Uncollected parcels: the parcel goes to a collection point and is not collected within the deadline set by the carrier
In these cases, we deduct a fee of €15 per parcel from the total order value. For orders with multiple parcels, the fee is calculated according to the number of parcels and their respective shipping weight.
13. Incorrect address provided
If you provide an incorrect address at checkout and your order is delivered to that address, you bear the resulting costs and losses.
Once a parcel has been sent to the address you provided, we are not liable for delivery problems arising from inaccurate details.
If your parcel is returned to us because of an incorrect address, you can have the order re-sent to the correct address at your own expense. No refund is issued for orders delivered to an incorrect address provided by you.
14. Updates to this Returns Policy
We may update this Returns Policy from time to time to meet Google Shopping Ads requirements or to improve our service. The current version can always be found on this page.
(Last updated: 28 July 2026)
ALL RETURNS ARE AT THE CUSTOMER'S EXPENSE AND ARE SENT TO A CENTRAL WAREHOUSE IN ASIA.
Contact Details
Shop name: John Dublin
Operated by: Logos Ecom LLC
Email: info@johndublin.com
Customer service hours (CET):
Monday to Friday: 8:00 am – 8:00 pm
Saturday and Sunday: 8:00 am – 5:00 pm
We aim to respond to your enquiries within 24 hours.