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?
Once your order has been processed you will receive a shipment confirmation email containing your UPS tracking number. Please note your tracking information will not get updated until after UPS has picked up from our facility and a scan has been made. You can track your order on UPS.com. If you still have questions or there is a discrepancy with your shipping address, please 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 Delivery and Return Information section (https://www.stjohnknits.com/client-services/shipping)
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.
Returns and Exchanges to Retail Locations
All of our St. John Boutiques accept full price merchandise returns in person with the original packing slip and original tender. If you ordered sale merchandise, these items must be sent back to STJOHNKNITS.COM directly for a refund. Full price merchandise 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 except for Final Sale items. In addition, jewelry must also have all protective materials in place. Products showing signs of wear or use will not be accepted. 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.
Unfortunately, St. John does not offer exchanges on merchandise purchased on our website. If you are looking for a different size and/or color, simply return the item in your possession and place a new order for the desired item at STJOHNKNITS.COM. We highly recommend that you place your new order as soon as you can to ensure availability.
Final sale items may not be returned or exchanged.