Frequently Asked Questions
Where can I find St. John products?
What if I find a discrepancy on your site?
Will I be charged sales tax on my STJOHNKNITS.COM purchase?
How Do I Apply Promotional Codes?
Why are shipping restrictions applied to some items?
How can I track my order?
Your UPS order tracking information is provided in an email with your order shipping confirmation. You can track your order on UPS.com. If you still have questions or there is a discrepancy with your order, please retain all documentation and packaging, and contact us immediately by sending an email to firstname.lastname@example.org.
Is my package insured and do I need to sign for my order?
I’ve forgotten my password. What should I do?
How can I make returns or exchanges?
Returns by Mail
St. John is pleased to offer return service via UPS in order to ensure quick, convenient return service. To return your package via UPS follow these steps:
- Please pack the item(s) in the condition the garments were received.
- Fill in the return form on your packing slip and send it back with the merchandise you are returning. Please return the packing slip and make a copy for your records. Not including the return form will delay the process.
- Affix the prepaid UPS label to your package, making sure no other tracking labels are showing.
- When your package is ready, drop it off at your nearest UPS location.
By using our prepaid return label, you can track the status of your return shipment at UPS.com. You will receive an e-mail notification upon the completion of return processing. You will receive a credit to your credit card for items returned within 10 business days. Allow up to 1 billing cycle for the credit to post to your account. Original shipping and handling charges are non- refundable. We are unable to accept C.O.D. For complete return instructions please visit our Returns and Exchanges section (Need Link)
If you have lost or misplaced your return label, you may also return the package via U.S. mail at your own cost. Please use the original shipping box and packing materials, if possible. The package should be shipped and insured to:
St. John Knits
Attn: SJK eCom Returns
17421 Derian Ave.
Irvine, CA 92614
For a replacement shipping label, please contact a Customer Service Representative at 877-750-1171 or email us at email@example.com and we will send you a new one.
If you are making an exchange through the mail, you must call customer service at 877-750-1171.
Returns and Exchanges to Retail Locations
All of our St. John Boutiques accept returns in person with the original packing slip and original tender. Returns to a St. John Boutique will be offered an in-store exchange, a store credit, or a return to the original tender only if available.
PayPal® returns will be offered an exchange or boutique credit. In addition, we can offer check refund that will be mailed to your home.
St. John Outlet locations will NOT accept returns from STJOHNKNITS.COM. St. John Boutique and St. John Outlet return policy may vary.
St. John gladly accepts returns of merchandise purchased directly from STJOHNKNITS.COM that are in new, unworn, unwashed, undamaged, and unaltered condition, with the original tags attached. In addition, jewelry must also have all protective materials in place. Products showing signs of wear or use will not be accepted. Exchanges/Returns must be received within 30 days of the original order date. St. John will not assume responsibility for reimbursement or compensation in the event that any return package is lost, stolen or mishandled.
Exchange requests must be received within 30 days of order.
If you're exchanging an item because of a mistake on the part of STJOHNKNITS.COM or because of quality issues, we will send the replacement item(s) once we have received the original item(s). The replacement order will be sent via Standard Delivery. Returned items for exchange will be credited to the original form of payment and a new order will be placed for replacement item(s). Availability of replacement item is not guaranteed. You will receive an e-mail notification upon the completion of exchange processing. For STJOHNKNITS.COM exchanges, simply return your item and repurchase it.
Final sale items may not be returned or exchanged.
Price adjustments can be made within 7 days from the ship date. Price adjustments are accepted on merchandise purchased at the full retail price only. Items purchased on sale or with a promotional discount are not eligible for price adjustments.
We reserve the right to refuse return of any merchandise that does not meet the above return requirements.
Will I be refunded the full value of my order?
If your order has been sent to a destination within the U.S., all sales taxes will be refunded. Please allow up to 10 business days for the refund to appear in your account. Any expedited shipping charges will not be refunded.
Do you offer repair on damaged merchandise?
What is your alterations policy?
St. John does have a corporate alterations and repair facility that provides services to our authorized retailers throughout the country. Please contact the store where you purchased the garment, or a store in your area that currently carries St. John. They will fill out the necessary paperwork and forward the order to St. John. Please contact a customer service representative for more information at 877-750-1171 or firstname.lastname@example.org
If you visit one of our St. John Boutiques, a Wardrobe Specialist will be happy to assist you with you alteration needs. A Wardrobe Specialist will go over any pricing that may be necessary to alter or repair your St. John.
For items purchased in stores, outside our retail network, or other websites besides STJOHNKNITS.COM, please contact your original point of purchase for assistance.
What is the best silhouette for my body type?
You can use our 'Body Type Fit' as a guide to help select styles that are ideal for your figure here.