Refund policy
Last updated: August 21, 2026
At Johnson London, we want you to be satisfied with your purchase. Should this not be the case, we offer a simple and transparent 14-day return policy.
14-day return policy
You can return your order within 14 days of receiving the goods.
Conditions for a return
- The item(s) must be unused, unworn, and undamaged.
- Return with all tags attached and in the original packaging.
- Proof of purchase or another receipt is required.
- We do not charge a restocking fee or any other return fee.
Our customer service team will support you throughout the entire return process.
Return shipping costs
Defective, damaged, or incorrectly delivered items:
- We will fully cover the return shipping costs.
- In many cases, a return isn't necessary.
- We offer a free replacement or a full refund.
Returns for personal reasons (e.g., changed your mind, wrong choice):
- The customer is responsible for arranging and paying for return shipping.
- No additional fee is charged beyond the shipping cost itself.
How the return process works
- Contact us: Email info@johnson-london.com with your order number.
- Approval: Once your return has been approved, you'll receive instructions on how to send the item back, including the return address.
- Packaging: Pack the item carefully, preferably in its original packaging.
Items returned without a prior, approved return request will not be accepted.
Exchanges
We accept exchanges. The quickest way is to return the item you received; once your return is accepted, you can purchase the replacement item separately.
Refunds
Once we've received and inspected the returned item:
- Processing time: within 7 working days
- Payment method: refunded to your original payment method
- Currency: refunded in GBP
You'll be notified once your return has been processed and your refund approved. Depending on your bank or card provider, it may take a few additional days for the funds to appear in your account.
Damaged, defective, or incorrect items
Please check your order on arrival and contact us immediately if an item is defective, damaged, or not what you ordered, so we can resolve it quickly.
Your statutory rights (United Kingdom)
- Under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving your goods, without giving a reason.
- Our 14-day return policy above is designed to meet or exceed these statutory requirements.
- Separately, the Consumer Rights Act 2015 protects you if goods are faulty, not as described, or not fit for purpose — this right applies regardless of our return policy and isn't limited to 14 days.
Statutory right of withdrawal
Regardless of the return policy above, you are also entitled to the statutory 14-day right of withdrawal under UK consumer protection law.
Customer service & contact
| Website Name | Johnson London |
| Company Name | N.V.L. Online |
| Business address | Torenlaan 5b, 1402 AT Bussum, Netherlands |
| info@johnson-london.com | |
| Phone | +31 6 45175224 |
| Support hours (UK time) | Mon–Fri: 08:00–17:00 | Sat: 09:00–16:00 | Sun: Closed |
| Response time | Within 1 business day |
| Company number (KvK) | 96558210 |
| VAT number (EU VAT) | NL867660223B01 |