Shipping

Shipping & Delivery

How do I cancel/adjust my order?
If you would like to cancel your order or make any adjustments it is very important that you contact us right away.
Please use ”CANCEL ORDER” or ”ADJUST ORDER” together with your order number in the subject field.
If we do not receive a message directly after the order has been placed, we can not leave a guarantee that we have time to stop the shipment.

If a canceled order has already been sent, the customer will be in charge of sending the item back.
If an order is being refused by the recipient for an unknown/unapproved reason, we reserve the right to charge a fee of EURO 20 / 25 USD for the cost of returning the item by the carrier.

Which countries does John Sterner ship to?
John Sterner offers shipping worldwide.

When will my order be shipped?
Usually we deliver your order immediately but since some of our products are handmade in a small factory we might occasionally run out of a specific size. Depending on the workload it can take up to four weeks for seamstresses to catch up.

Where is my order?
Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number.

How long time does it take for my order to arrive?
Shipping usually takes between 2 and 4 business days, but may take up to 10 days for some destinations.

Is my package insured?
All items are insured against theft and accidental damage whilst in transit from the John Sterner warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. The customer bears the responsibility for items during returns and exchanges.

Returns & Exchanges

Free returns
We offer all customers free returns and exchanges within 30 days.

Receiving a refund
Your refund will be credited to the credit card used when you placed your order. Additional duties and/or taxes will not be refunded.