International Purchasing, Shipping and Returns
ST. JOHN KNITS ships internationally from STJOHNKNITS.COM (our "Site") with the assistance of our international Ecommerce partner, i-parcel (a UPS company).
What is i-parcel?
i-parcel specializes in international logistics for our Sites and other merchants by fulfilling international shipments to customers in select countries.
How do I Place an International Order with i-parcel?
You will be directed to our i-parcel enabled site by clicking on "Shop" from the drop down menu on the pop-up window when you arrive on STJOHNKNITS.COM. Once your destination country is selected, the local product assortment in local currency will be displayed. You may then add items specified as available for international shipping to your shopping cart. Once an item is added to your cart, please click "Proceed to Checkout." At this time, you will be redirected to a secure shopping cart managed by i-parcel, from which you will complete your transaction. i-parcel will take sole responsibility of calculating all taxes, shipping, and duty information.
What Countries Are Eligible for International Shipping?
Currently, STJOHNKNITS.COM ships to over 40 countries and counting. As we continue to grow we will continue to expand to more countries. To see if we ship to your destination, please click on the Ship To: flag at the top right hand corner of our website. From there you will select the Shipping Country/Territory drop down box and you will be able to see all of our available options.
What are my Payment Options?
Accepted methods of payment vary depending on the destination country. Accepted methods of payment will be displayed on the Order Review & Payment Page through i-parcel checkout.
Can I use a Gift Card for International Orders?
Gift cards are not accepted as payment for international orders. In addition, gift cards are not available for purchase by international customers.
How are Customs, Duties, and Taxes Calculated? When are They Collected?
All taxes, customs, duty information, and other shipping related costs will be calculated at the time of checkout through i-parcel. The amount of the applicable tariffs, duties, and taxes will vary based on the product ordered and the specific rates set by the local government. All tariffs, duties, and taxes will be collected at the time of checkout and you will not be asked to pay any additional fees at time of delivery. In certain instances and depending on your country, your duties and taxes will be included in the price and you will not be asked to pay any additional fees.
How Are International Shipping Rates Determined?
International shipping rates vary depending on the international destination and are determined by the shipping option chosen by the customer, the international destination, and the total order weight. Total shipping costs, taxes, and duties will be displayed prior to submitting your order.
Pricing & Promotions
At this time ALL International orders are not eligible for any of our special promotions or offers on STJOHNKNITS.COM. If you are on the U.S. site and you see certain promotions such as the new customer welcome code or other benefits, please be aware that these will not transfer over to your International order during the checkout process.
What is the Timeline for International Delivery?
Estimated delivery date and a tracking number will be provided upon checkout. Delivery time may exceed the estimated time specified at the time of checkout for rural or remote international destinations, or due to delays in customs clearance procedures.
International orders under $2,500 will be shipped automatically using i-parcel Select. Clients preferring to use UPS Express Saver or UPS Expedited for orders under $2,500 can do so however the shipping costs will be more. Orders over $2,500 will ship via UPS Express Saver or UPS Expedited.
Estimated Delivery Timeline.
i-parcel Select (5-10 business days).
UPS Express Saver (1-4 business days).
UPS Expedited (3-6 business days).
i-parcel Select (5-10 business days).
UPS Express Saver (1-4 business days).
UPS Expedited (3-6 business days).
How Can I Track My International Order?
We will keep you updated on your order status via email. We will send you an initial confirmation email when your order is placed, and second email when your order ships. The order shipment email will contain an i-parcel tracking number that you can use to track your package through your order's journey. You can access the i-parcel Tracking page here: tracking.i-parcel.com
Where Do I Find My i-parcel Tracking Number?
You will receive a confirmation email after your order has shipped containing an i-parcel tracking number that you can use to track your package. If you have misplaced your tracking number, please email email@example.com. If you received the following message: "Your shipment is destined for a country that requires further information prior to arrival. Please contact firstname.lastname@example.org for further information." Please email email@example.com in order to provide i-parcel with the information needed to complete the delivery of your order.
Can I Ship to Multiple Addresses?
No, you cannot ship to multiple addresses within the same order. The country of your credit card and the international shipping destination country must match in order to place an international order. Additionally, the bill to and ship to address must match.
Can I Modify or Cancel My Order After it Has Been Placed?
After you place an international order, you are not permitted to modify your order. If you would like to cancel your order, you have a two-hour window to cancel once your order has been placed. If you have to cancel your order, please email firstname.lastname@example.org
How Do I Determine the Proper Product Sizing?
Please reference our size chart, this can be located on each product page. The chart is used for all garments and can vary from item to item but it used as general reference tool during your decision process. Sizing is displayed in U.S. sizes.
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 45 days of the original order date. You may return your purchase for a refund of the merchandise cost less the cost of return shipping. Initial shipping, taxes and duty charges will not be refunded. STJOHNKNITS.COM does not accept exchanges. You can return your order and then place a new one for the new item. Please note STJOHKNITS.COM does not offer price adjustments on any full-price and/or sale merchandise.
To initiate your return make sure the Ship To flag is set to your country and simply click "Returns" on the navigation menu of STJOHNKNITS.COM. Enter your i-parcel tracking # (ex: 2103501114195US) and the email address you would like the label sent to. Follow the instructions provided in the email to make the return. Again, the estimated refund amount will be for the value of the returned product less the cost of return shipping. Refunds will be issued once the returns are received back at STJOHNKNITS.COM and can vary based on the Exchange Rate at the time of the refund. If you later decide to ship the product back using a different shipping method after you have requested the label you will need to inform i-parcel and STJOHNKNITS.COM so they can process your refund correctly. If you are shipping it on your own, please mail the item back with the order number on the outside of the package to: St. John Knits ATTN: Ecommerce Returns 17421 Derian Avenue Irvine, CA 92614.
Call a ST. JOHN Client Service Representative 1-877-750-1171
Packing Your Return
1. For all STJOHNKNITS.COM returns, please pack the item(s) securely in the original product packaging (if possible). Please include all paperwork, parts and accessories. All products must be returned in good condition to ensure full credit. 2. Complete the return reason questionnaire on the packing slip and include it with the items you'd like to return. 3. Remove all extra labels on the outside of the package and seal the bag or box securely.
Can I return an Item to a ST. JOHN KNITS Boutique or Outlet?
No, at this time no returns will be accepted in St. John Boutiques or Outlets in any country.
Canadian Customers: How to Apply for a Refund of Duty and Taxes*
Under certain conditions, the Canada Border Services Agency (CBSA) will refund or adjust the following duties and taxes on non-commercial (casual) goods imported into Canada:
• Customs duties• Levies collected under the Special Import Measures Act (SIMA) • Goods and services tax (GST) • Harmonized sales tax (HST) • Provincial sales tax (PST) • Provincial tobacco and alcohol taxes
To request a refund or adjustment of duties and taxes for non-commercial goods, complete Form B2G, CBSA Informal Adjustment Request Form and mail it, along with the required supporting documentation, to the appropriate Casual Refund Centre as specified on the form. Further information can be found in Memorandum D6-2-6, Refund of Duties and Taxes on Non-commercial Importations.
*Source: The Canada Border Services Agency (CBSA). http://www.cbsa.gc.ca/import/courier/crp-prio-eng.html.
Australian Customers: How to Apply for a Refund of Duty and Taxes*
Under certain circumstances you might be entitled to a refund of some, or all, of the Customs duty that you have paid on imported goods.
The National Refunds Centre is responsible for the management of refunds of Customs import duty and indirect taxes collected through the Integrated Cargo System (ICS) on a full import declaration (FID), self-assessed clearance (SAC), or periodic return (return).
*Source: The National Refunds Centre. https://www.border.gov.au/Busi/Duty/Refu.
How can I Contact i-parcel?
You can reach i-parcel Customer Service team at email@example.com. I-parcel's Customer Service is available 24/7 to address any issues that may arise.
Are There any Rules and Restrictions for International Shipping?
Yes, there are a few rules and restrictions for order orders shipped internationally:.
• Your purchase must be limited to items for your own personal use or as a gift to a friend or family. Resale or export of any items purchased from STJOHNKNITS.COM is prohibited and is a violation of our terms and i-parcel's terms.
• Your bill to and ship to address must be the same; you may not ship to multiple addresses.
• Gift certificates, gift cards, e-gift cards private label and co-branded credit cards are not accepted for payment.
• International orders may not be eligible for the same promotional offers that are available to domestic visitors of the Sites at a certain time period.
• Only orders that have been paid in full will be processed.
• Once your order is placed, you may not change or modify it. You may cancel within 2 hours of order placement by emailing: firstname.lastname@example.org.
• Returns will not be accepted in any ST.JOHN KNITS Boutique or Outlet location, in any country.
• Commercial purchases for retail sales are not permitted.
• Purchasing limited to 6 quantities per item.
STJOHKNITS.COM. and i-parcel use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. This protection is used for all online orders, whether through a desktop computer or a mobile device. Should any unauthorized charges appear on your credit card as a result of shopping with STJOHKNITS.COM, you must notify your credit card provider in accordance with its reporting rules and procedures.