Frequently Asked Questions

You may find your answer in our frequently asked questions.

Making a Purchase

How do I place an order?

Start by selecting your preferred size and colour, then click ‘Add To Bag’. You can either continue shopping or head straight to checkout. Our simple step-by-step process will guide you through payment, and you can cancel your order at any point before it is completed.

If you have any trouble placing your order, our Customer Service Team will be happy to help.

Can I make a purchase over the phone?

Our Ecommerce Team is happy to assist you with placing an order over the phone.
Please call us on +44 (0) 3442 252 252, Monday to Friday, between 9am and 5pm (BST).

For international or high-value orders, our team can provide a pre-prepared invoice with a secure payment link, making it easy and safe to complete your purchase.

What payment methods do you accept?

We accept all major debit and credit cards, including Visa, MasterCard, Maestro, and American Express. In addition to cards, we offer a variety of alternative payment methods based on your location:


United Kingdom:
• Shop Pay
• Apple Pay
• PayPal
• Google Pay
• Klarna

United States:
• PayPal
• Apple Pay
• Klarna

Europe:
• Trustly
• PayPal
• Apple Pay
• Klarna

Rest of the World:
• PayPal
• Apple Pay
• Alipay

Your Order

How will I know if my order has been placed successfully?

As soon as your order is placed, you will receive a confirmation email with your order number, billing address, and shipping address.

If you do not see the email in your inbox, please check your spam or junk folder. If it is not there, our Customer Service Team will be happy to help. You can contact our team here.

How will my order be packaged?

If you choose our Gift Box option, your order will be wrapped in tissue paper and placed inside our eco-friendly Johnstons of Elgin branded gift box, finished with a ribbon. This is then carefully packed into an outer postage box featuring our logo.

We also offer a Lighter-Touch packaging option - a simpler, more environmentally conscious choice. With this option, your items are wrapped in tissue paper and shipped in our outer box, without the gift box or ribbon. Please note that gift messages are not available with Lighter-Touch packaging.

All of our packaging is fully recyclable, as part of our commitment to sustainability.

Can I amend my order?

United Kingdom
Depending on the status of your order, it may be possible to make changes.


While we are unable to combine separate orders or add new items to an existing one, we will do our best to help with any amendments. Please contact our Customer Service Team as soon as possible.

International
Unfortunately, once an international order has been placed, we are unable to change the size or colour of any items or add extra items to the order.


If you do need to make changes, our Customer Service Team can cancel your order and assist you with placing a new one.

When will I be charged for my order?

We will charge you for your order at point of order confirmation. Your payment may show up as ‘pending’ in your bank account before being taken upon despatch. 

The charge may also show up in your bank account as being from  ‘James Johnston & Co’ (UK) or ‘Global-e’ (International) instead of showing up as ’Johnstons of Elgin’.

Can I cancel my order?

Should you wish to cancel your order, please contact our Customer Service Team before your order has been despatched. 

Please note that once your order has been despatched, we are unfortunately unable to cancel your order.

Do you offer price adjustments for sale pricing?

Unfortunately, we are unable to retrospectively refund any garments that were bought at full price and are now in the sale. 

If you would like to take advantage of the sale price, you would need to return your garment within 14 days of delivery and purchase it again at the sale price.

Delivery

How long will my order take to arrive?

We aim to deliver your order as swiftly as possible. Estimated delivery times are as follows:

United Kingdom: Up to 6 business days via DHL Express
Europe:
- Up to 6 business days with Express Courier Air (DHL Express)
- Up to 10 business days with Premium Standard (DPD)
United States: Up to 7 business days with DHL Express
Rest of World: Up to 11 business days with DHL Express
Middle East: Up to 11 business days with Aramex

Please note: If your order includes personalisation (embroidery), please allow an additional 2 business days for processing prior to despatch. Delivery times may also vary slightly during peak periods or due to customs procedures.

Which delivery company will deliver my parcel?

UK/US:

All orders are delivered free of charge via DHL Express.

EU:

You can choose to have your parcel delivered for free with DPD, or for a small fee with DHL Express. Parcels sent with DHL Express will arrive quicker than parcels sent with DPD.

International (Outside the EU):

Orders are delivered free of charge by DHL Express, with the exception of deliveries to the Middle East, which are handled by Aramex.

How do I track my order?

Once your order has been shipped, you will receive a confirmation email with a tracking number.

To check the status of your delivery, please follow the tracking link provided in that email for the most up-to-date information.

Are Delivery Duties Included in the Total Order Value?

Johnstons of Elgin online orders are dispatched from the United Kingdom. For orders delivered outside the European Union, import duties and taxes may apply. These are the responsibility of the recipient unless duties are pre-paid at checkout.


If you choose to pre-pay duties and taxes when placing your order, your goods will be delivered without delay, with all charges covered in advance. No additional payments will be required upon delivery.


However, if you choose not to pre-pay, the delivery courier may hold your parcel until the required duties are paid, or the parcel may be delivered with an invoice sent separately to the recipient.

Will I need to provide additional information for high-value international orders?

For higher value orders, over $800USD approximately, you may be contacted by your local customs to provide additional information regarding the order and / or your identity (Social Security Number). These requirements have been put into place to ensure that your order is a personal, consumer purchase and not that of a trade customer, and is unfortunately a requirement beyond our control.

You may also be contacted by DHL to confirm the manufacturer / our address, which is as follows-

Johnstons of Elgin
Newmill
Elgin
IV30 4AF
Scotland

Returns

Can I return my order for an exchange or a refund?

Yes, you are welcome to return your order within 14 days of delivery, provided you have proof of purchase. Items must be new, unused, and unworn, with all original tags still attached.

Please note: If an item is not returned in a saleable condition or shows signs of unreasonable wear, Johnstons of Elgin reserves the right to refuse the return.

If your return is accepted, your full purchase price will be refunded within 28 days of receiving the goods.

If your return arrives outside the 14-day return window, our Returns Team will contact you to understand the reason for the delay. If the return is not accepted, we will return it to you free of charge.

How do I return my order?

UK
Please visit our Royal Mail Returns Portal by clicking the link here.
You will be asked to enter:
• Your order number
• Your reason for return
• Your email address, name, and home address
Next, click ‘Create your label’. You can choose to:
• Drop your parcel off at your local Post Office (printer required)
• Have it collected from your home or office by your post person (no printer required)

International
Please visit our Global-E Returns Portal by clicking the link here.
You will need to enter:
• Your order number (begins with ‘#900…’)
• The email address used for your order

You can return your parcel in two ways-
Standard Return:
Use a courier of your choice. Please note that we are unable to cover return postage costs with this option.
Express Prepaid Return:
Your parcel will be returned via DHL Express. A small postage fee will be deducted from your refund. If you would like to check the fee for your country, please contact our Customer Service Team.

United States
Please visit our Global-E Returns Portal by clicking the link here.
You will need to enter:
• Your order number (begins with ‘#900…’)
• The email address used for your order

You can return your parcel in two ways-
Standard Return:
Use a courier of your choice. Please note that we are unable to cover return postage costs with this option.
Express Prepaid Return:
Your parcel will be returned via DHL Express, free of charge.

How long will it take for my refund to be processed?

It can take up to twenty eight days for your refund to appear back on the card that you paid with.

Can I return my online order to a Johnstons of Elgin store?

Yes, our stores are happy to accept returns for online orders. However, please note that they are unable to issue a refund in-store.

Once your return has been accepted by the store, it will be sent to our Returns Team in Elgin. Your refund will then be processed within 28 days.

Embroidery

What can be embroidered?

Any item marked with a ‘Personalise’ symbol can be embroidered. This includes a selection of our classic Cashmere Scarves, Cashmere Beanies, and Blankets & Throws.

You can explore our full range of Personalised Cashmere Gifts, here.

How much do you charge for embroidery?

Our embroidery service is charged at £6.00 GBP per character.

Will my order be packaged any differently if I choose to have my garment embroidered?

Yes - if your garment is embroidered, it will be gift wrapped free of charge by our despatch team.

You can also choose to include a complimentary gift note of up to 120 characters with your order.

Can I return my garment if it has been embroidered?

Unfortunately, we cannot accept returns of personalised items, unless there is a fault with the garment or an issue with the embroidery itself.

If a faultless embroidered item is returned, it will be sent back to you free of charge.

Please ensure all personalisation details, including spelling, are correct before submitting your order, as we cannot take responsibility for any errors made at the time of purchase.

Care & Repair

How do I care for my Cashmere garments?

Caring for your Knitted Cashmere


Begin by gently combing the surface to remove any small balls of fibre, helping maintain its soft, smooth finish. When it’s time to wash, hand wash delicately using a shampoo made specifically for cashmere. After rinsing, reshape the garment carefully and let it dry naturally - never tumble dry. To keep your cashmere fresh and protected, store it in a drawer, storage box, or breathable sealed bag with Cedar Wood Balls. With just a little care, your cashmere will stay beautiful for years to come.

Caring for Woven Cashmere | How to Wash a Cashmere Scarf


To keep your woven cashmere items - like scarves, stoles, and throws - looking their best, a few simple steps go a long way. For optimal results, always dry clean these delicate pieces. Between cleans, give them a gentle shake and hang them to allow dust particles to fall away naturally. If you notice any marks or stains, spot clean carefully using a soft cloth and mild detergent. With a little attention, your woven cashmere will remain elegant and timeless for years to come.


Please visit our Cashmere Care Guide, found here.

How do I care for my Merino Wool garments?

Caring for Knitted Merino


To keep your Merino Wool garments looking and feeling their best, gentle care is key. Hand wash the item at 40°C using a mild detergent, then rinse thoroughly in lukewarm water. Avoid wringing or rubbing the fabric, as this can damage the delicate fibres. While the garment is still damp, gently reshape it to its original form. Finally, lay it flat on a towel to dry naturally. With the right care, your Merino Wool garment will retain its softness, shape, and natural elegance, ensuring it stays a cherished part of your wardrobe for seasons to come.


Caring for Woven Merino Wool


To ensure your woven Merino Wool pieces - such as scarves, stoles, and throws - remain in beautiful condition, a little mindful care goes a long way. For the best results, we recommend dry cleaning. Between cleans, simply shake out and hang your items to release dust and refresh the fibres. If you notice any marks or spills, gently spot clean with care. After laundering, always air dry to help maintain the item’s shape and texture. To prevent snags, avoid wearing sharp jewellery near lightweight Merino Wool fabrics.


Please visit our Merino Care Guide, found here.

How do I care for my Lambswool Garments?

Caring for Knitted Lambswool


To preserve the softness and structure of your Lambswool garment, gentle care is essential. Hand wash your item at 40°C using a mild detergent, then rinse it carefully in lukewarm water. Avoid wringing or rubbing, as this can damage the delicate fibres. While still damp, reshape the garment with care to maintain its original form. Finally, lay it flat on a towel to dry naturally. With this simple routine, your Lambswool piece will remain cosy, comfortable, and beautifully crafted for years to come.

Caring for Woven Lambswool


To keep your woven Lambswool scarves, throws, and blankets looking their best for years to come, a few simple steps can make all the difference. For optimal results, we recommend dry cleaning. Between cleans, give your throws, blankets, and cushions a gentle shake and hang them up to release dust and freshen the fibres. If any marks appear, spot clean them carefully with a mild solution. Should you need to wash the item, always air dry it to help preserve its shape and texture.


Please visit our Lambswool Care Guide, found here.

How to Store My Garments?

Knitted Garments


To maintain the shape and longevity of your knitted garments, we recommend always folding them rather than hanging. Hanging can lead to stretching and distortion over time. Store folded knitwear in a cool, dry place away from direct sunlight to preserve its texture and colour.

Tailored Outerwear


Tailored outerwear garments should always be hung on a sturdy, shaped hanger to maintain their structure. We recommend storing your item in a breathable suit carrier or garment bag to protect it from dust while allowing airflow. Avoid plastic covers, as they can trap moisture and cause fabric damage over time.

Do you offer a repair service?

Johnstons of Elgin are now collaborating with conscious Scottish aftercare company Cashmere Circle to offer you a luxury, environmentally mindful repair, revive and recycling service, unlike any other. Together, we are closing the circle that represents the life of our products, and we believe the timing couldn't be better. Eco-friendly repair gurus Cashmere Circle, based in Scotland, will give your treasured Johnstons of Elgin knitted garments a new lease of life. They will  mend small holes to an incredibly high standard, patch more extensive areas of damage, and refresh your most-loved designs with luxurious, gentle cleaning and de-pilling methods. Your knitwear will come back to you like new.

 

To get started with our Revive, Repair & Recycling service, please click here.

About Us

Where can I buy Johnstons of Elgin products?

You can purchase Johnstons of Elgin products directly from our website, with worldwide shipping available. We also have five stores located across the UK, along with a network of stockists around the world.

To find a location near you, please visit our Stockist Locator.

When was Johnstons of Elgin founded?

Johnstons of Elgin was founded in 1797 in Elgin, Scotland. With over 225 years of heritage, we are proud to be one of the UK’s oldest textile manufacturers, committed to craftsmanship, quality, and sustainability.

Discover more about our history here.

Where are Johnstons of Elgin Products Made?

All of our products are proudly made in Scotland. Our woven goods are crafted at our mill in Elgin, while our knitwear is produced at our Hawick mill. We've been working with the world’s finest natural, renewable, and biodegradable fibres since 1797. With over 225 years of expertise, we remain a family-run business committed to traditional craftsmanship and sustainable practices.

Discover the heritage of our craftsmanship here.

Where do Johnstons of Elgin source their natural fibres?

At Johnstons of Elgin, we work with a range of premium natural fibres, including vicuña, cashmere, and wool, all while maintaining a strong commitment to animal welfare.


Cashmere


Our cashmere primarily comes from Mongolia and Inner Mongolia, where traditional herding practices respect the wellbeing of the animals and allow them to roam freely. We source all our cashmere from farms certified by the Sustainable Fibre Alliance, ensuring responsible and ethical production.

Merino Wool


We have a long-standing relationship with Australian merino sheep farmers, supporting sustainable farming practices that align with our commitment to sustainability. By supporting the Australian merino industry, we help maintain local economies in regions best suited for sheep farming. As merino sheep naturally produce and shed a new fleece every year, our wool sourcing is part of a natural and renewable life cycle.

Learn more about our sustainability and animal welfare efforts here.

Why are traditional craftsmanship skills important to Johnstons of Elgin?

The human senses are a vital part of what we do, and while technology and trends move on, our highly skilled team continue to use touch, sight and more than two centuries worth of knowledge in ways that no machine can.

In our Scottish mills, as many as 33 people are involved in creating a single scarf, rug or stole and between 32 and 37 might touch a jumper or cardigan before it's ready to be worn and loved. Far from contemporary fast fashion, our fine craftsmanship delivers elegant, timeless designs that you can enjoy for more than a lifetime.

If you have an inquiry that hasn’t been answered by our FAQs, please contact our ecommerce team, as they will be happy to assist you. 

Contact Us