If your products have not arrived within the quoted delivery time you can inquire into the status of your order using the following contact details
Using our Online Enquiry Form
Note: All products are ordered subject to availability. Electronics especially (tablets, laptops, cameras etc.) can go out of stock without notice. If this happens we will do our best to let you know as soon as possible.
Security of Credit Card Payment Options
This site uses encryption and secure (SSL) servers to help ensure the privacy of any information that you provide. However, the security of information and payments transmitted via the Internet cannot be guaranteed. Any losses incurred or sustained by users who transmit information by means of e-mail or other internet link shall be borne solely and exclusively by such user and in no event shall any such losses in whole or part by borne by John Smith Group.
BOOKS: John Smith Group, trading as John Smith’s Student Store (John Smith’s) aims to reflect the most accurate information on book prices at all times. We supply items at the publisher's recommended price except where a specific discount is offered. We will make all reasonable efforts to present accurate information but we cannot guarantee the price or our ability to supply any particular book.
Prices listed are the most up to date we have. However publishers and suppliers sometimes change prices and editions without notice, and exchange rates may mean that prices of books from overseas publishers may also change rapidly. More and more smaller publishers and institutes do not give a bookshop discount and charge postage which makes it impossible for us to sell at the retail price displayed.
For these reasons we will always notify you if a price varies from that which you were notified of at the time of ordering.
OTHER PRODUCTS: We sell a large range of products aimed at students at our partner institutions. To achieve this we go a range of different suppliers, all of whom have their own pricing structure and discounts for smaller retailers. Although we aim to be competitive at all times, this is sometimes not possible based on the arrangements we have with the supplier, compared with the huge purchasing power of other, more specialist retailers.
We do not accept any liability or claim arising from late delivery. In some cases you must be at home to sign for a parcel to guarantee delivery.
Some purchases are only available for collection from your local John Smith’s store.
All prices are displayed in pounds sterling (£) on our UK websites.
Responsibility for Local Taxes and Customs Charges
If you are ordering goods for delivery outside of the EU, please note that your consignment may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by you. It is accepted by you that John Smith’s has no control over additional charges in relation to customs clearance. John Smith’s recommends that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your online order. NB: On most sites we cannot accept overseas orders as most of our suppliers do not offer an overseas delivery service.
When you place an order to purchase a product from John Smith’s, we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send email confirmation to you that we've despatched that product to you (the "Despatch Confirmation Email"). That acceptance will be complete at the time we send the Despatch Confirmation Email to you. Any products on the same order which we have not confirmed in a Despatch Confirmation Email to have been despatched do not form part of that contract.
NB: ALL returns must be agreed by us before sending it back. Please use the returns request button which is shown on every order page.
Should you change your mind about your order, John Smith’s operates a 'no questions asked' returns policy providing you return your product within 14 calendar days of the delivery of your order. This policy is in accordance with the EU Directive on Consumer Rights UK Distance Selling Regulations. A full refund will be given for the returned items, providing they are in their original condition (including all parts and packaging - Please note: the packing needs to be in resalable condition - no tears or damages) and accompanied by a copy of the delivery note or receipt. Any postage costs incurred when returning your items will be at your own cost. We will only refund original postage costs in the event of an error by us, or in the case of faulty goods. In case of an error by us or faulty goods we will also refund reasonable costs incurred in sending them back to us.
Please note, we cannot offer refunds or exchanges on software (DVDs and CDs).
Electrical items which have been opened will also not be accepted unless they are returned in the same condition as delivered - complete with all packaging - please note the packing needs to be in resalable condition (no tears or damages) - cables etc. and are unregistered. NB: Orders for Apple computers can also not be cancelled once the order is placed. If you have purchased a book containing software or online access codes, these will need to be sealed and unused in order to be accepted for refund - please email us if you are unsure.
Personal Hygiene products: Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons. Personal Hygiene products include items such as (but are not limited to) sports clothing, towels, stethoscopes and mouthguards.
Bikes and other Boxed deliveries: Please do not discard the box for your purchase until you ensure you are happy with your purchase as any returns will need to be made in the originally-supplied box. Please note bikes from Raleigh are not delivered assembled. For further instructions and a helpful video please see Raleigh's assembly instructions on each bike's page
In-Ear headphones, Stethoscopes, Other Medical Equipment: For hygiene reasons these products cannot be accepted back if they have been used or worn.
eBooks are also non-returnable - so please ensure you actually want an eBook before you confirm your order.
Finally, orders for Law Statute books which can be used in exams are not returnable unless faulty.
If you have received the wrong item or the item you have received is damaged or faulty, please contact customer services as soon as possible. You should use our Enquiry Form or you can call us Monday-Friday 9.30am - 5.00pm on (+44) 023 8067 1069
Important: Please note that any orders sent out that are returned to us as undelivered for whatever reason (e.g. requiring a signature, recipient not at home or address incorrect) will be returned to stock and refunded. The original postage cost will not be refunded in these cases.)
All returns should be securely wrapped and sent, with the original packing slip and reason for the return, to the following address:
C/O John Smith's Student Store
112 Burgess Road
Refunds will be issued within 7 days of us receiving the item in perfect condition and we will contact you by email once this has been completed. We recommend that you obtain proof of postage and for high value items, that you use recorded delivery.
This policy does not extend to any perishable items, sealed audio, video recording or computer software, which are subject to our standard returns policy (see below).
If you placed your order in one of our bookshops and prepaid for your item, please contact the bookshop to obtain a refund.
After the 'no questions asked' 14 day period we will be happy to accept items for return in any of the following cases:
The item was found to be damaged or faulty on receipt.
We will either replace the item or give you a full refund (including postage costs) - NB: A refund will only be issued once the faulty item is received back to us or our supplier. Please state which option you prefer. If you require a replacement, we will wait to receive the faulty item from you before a new one is despatched.
Please note that any items damaged in transit must be signed-for as such on the courier sheet (if sent via a trackable method) AND notified to us within 48 hours of receiving the goods. Outside of that time we may be unable to help due to restrictions on claims placed on us by the courier.
The item was found to be faulty after use.
We will either replace or arrange a repair for the item dependent on the manufacturer's warranty terms. Replacements or refunds can normally only be provided if the fault occurs within 28 calendar days of receipt of the item (please ensure that customer service is informed within the 28 days) AND after the manufacturer confirms the fault falls within their warranty. After that period the terms of the specific manufacturer's warranty apply - which will normally be a free of charge repair.
The item was incorrectly supplied.
If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.
Items should be returned to us by the most economical method. They remain your property until we have received them.
All returns are accepted at the discretion of John Smith’s, and refunds will be given in the same tender type as the original payment.
Please allow 7 days (in addition to the delivery time) for the return to be processed.
Please note that our Standard Returns policy does not apply to eBooks.
Returns and Refunds for eBooks
eBook titles purchased cannot be returned, refunded, or exchanged. If you experience technical difficulty in downloading or accessing a title, please contact our Customer Service team for assistance.
In the event that a despatched item is delayed or assumed lost in transit we cannot offer to replace or refund until:
John Smith’s shall have no liability to you unless you notify us of any shortage or non-delivery within 14 business days (UK) 25 business days (overseas) of the date on which the goods were despatched to you.
If you notify a problem to John Smith’s under this condition, our only obligation will be, at our option, to make good any shortage or non-delivery; to replace or repair any goods that are damaged or defective; or to refund to you the amount paid by you for the goods in question to the original method of payment.
NB: Please note that any orders sent out that are returned to us as undelivered for whatever reason (e.g. requiring a signature, recipient not at home or address incorrect) will be returned to stock and refunded. The original postage cost will not be refunded in these cases.)
John Smith’s and any associated company within the John Smith Group reserve the right to refuse service, terminate accounts, and/or cancel transactions in its discretion, if John Smith’s believes that customer conduct is in violation or breach of any applicable law or John Smith’s terms and conditions, or is harmful to the interests of John Smith’s or the John Smith Group. This does not affect your statutory rights as a consumer. Contracts are established at time of despatch. For more information please visit Which?Online .
Certain links in this website will lead to websites not under control of John Smith’s. They are provided solely for your convenience and do not constitute any endorsement of any third party products or services. John Smith’s accepts no responsibility for any loss or damage you sustain by visiting these websites.
The layout, content, design, graphic, photographic, text, multimedia, audio-visual material and other contents of John Smith’s website are the property of John Smith’s or has been licensed to John Smith’s, and are protected by all applicable national and international trade mark, service mark, copyright and other intellectual property laws, rules, regulations, treaties, and conventions. Information, logos, titles, and Internet links accessed, obtained, downloaded or copied by or through John Smith’s services belong to the purveyors of such information and Internet links are subject to all applicable intellectual property laws, rules, regulations, and treaties. You understand and agree that copying or distributing information and other data, in whatever form and without the express written consent of its owner, may constitute infringement of one or more intellectual property laws, conventions, rules, regulations, or treaties.
Downloading and Printing Material from the Website
All design, text and graphics displayed on this Website and the selection or arrangement thereof are the copyright of John Smith Group. You are granted permission to electronically copy and print in hard copy portions of this Website for the sole purpose of your own personal development. Any use of materials on this Website (including but not limited to reproduction for purposes other than those noted above and modification, distribution or republication) without the prior written permission of John Smith Group is strictly prohibited.
Images illustrating our range of Art Supplies are the property of Jackson’s Art and are used by agreement with them under strict copyright regulations - they must not be copied or downloaded without prior written permission.
Book Product Data
Core bibliographic and image data supplied by Nielsen BookData Ltd:
Data Preparation Department
89-95 Queens Way
Tel: +44 (0)1438 744 100
Fax: +44 (0)1438 745 578
You understand and agree that copying or distributing information and other data, in whatever form and without the express written consent of its owner, may constitute infringement of one or more intellectual property laws, conventions, rules, regulations, or treaties.
The information contained in www.johnsmith.co.uk or related company site URLs ("the Website") may contain technical inaccuracies or typographical errors. All information made available from within this Website is provided "as is" for information purposes only and without warranty of any kind, either express or implied, including but not limited to, any warranties as to non-infringement, satisfactory quality or fitness for a particular purpose. Any information regarding availability is subject to publishers’ stock levels.
John Smith Group may make changes to the content of this Website at any time without notice.
John Smith Group makes no representations as to the security, quality or propriety of any website which may be accessed through this Website.
John Smith Group will not be liable to you for any direct, indirect, consequential, special or other damage resulting from the transmission from this Website to your computer systems of viruses, worms, trojan horses or other destructive items, however caused, such damage to include, without limitation, loss of profits, interruption to business, loss of the whole or any part of a programme or any data howsoever stored whether saved on a computer system or otherwise.
This website is not directed to any person in any jurisdiction whether the publication or availability of the website, or the promotions or offers, is prohibited and persons to whom such prohibitions apply must not use the website.
These terms and conditions are guaranteed by and constructed in accordance with English law with English courts having exclusive jurisdiction.