FREQUENTLY ASKED QUESTIONS

ORDER MODIFICATION

We are unable to modify or cancel your order once your order has been placed.

SHIPPING AND HANDLING

Merchandise Total Ground Shipping UPS 2 Day Air UPS Next Day Air
Under $50 $8.95 $18.95 $28.95
$50.01- $150.00 $10.95 $20.95 $30.95
$150.01- $224.99 $12.95 $22.95 $32.95
$225 and over FREE $24.95 $34.95
  • Free Ground Shipping (No Minimum Purchase) on Women's Merchandise only. Not available for international orders.
  • Your shipping charge is calculated based on your merchandise total prior to tax and shipping.
  • Please note that your order may be shipped in multiple packages at no additional charge to you. Your e-mail confirmation will indicate if items are shipping separately.
  • Our normal shipping method is via UPS ground. UPS will not deliver to P.O. Boxes. Please enter a street address.
  • If you are shipping to an APO or FPO Address, we will ship via USPS.
  • Shipments to Alaska and Hawaii must go UPS 2nd Day Air.

STANDARD ORDERS - Ground Shipping

Standard Ground Shipping will be delivered in 7 to 10 business days. Deliveries are not made on weekends or holidays.

EXPRESS ORDERS - UPS 2 Day or Next Day Air

To receive an express order, it must be placed prior to 1:00 PM CST Monday through Thursday. Orders placed after 1:00 PM CST will not be processed until the next business day. Orders placed before 1:00 PM CST on Friday will be delivered on Monday or Tuesday depending on delivery method. Orders received after 1:00 PM CST on Friday, as well as orders placed over the weekend, will not be processed until Monday. Please note that this assumes all supplied information is correct and the product(s) is available in inventory. We do not make any Saturday deliveries. If you have any questions, please call us between 7 am and 7 pm Monday-Friday at 1-800-424-2854.

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RETURN INFORMATION

Every Johnston & Murphy product is backed by our 150-year tradition of excellence. We want you to feel comfortable trying our product; therefore, we do not charge for return shipping. If you are unhappy with your purchase, please ship it back to us using the prepaid label in the package you received or visit one of our Johnston & Murphy retail stores.

>Find the Johnston & Murphy Retail Store Near You

We will gladly exchange or refund any unworn merchandise or any merchandise with a manufacturing defect within 90 days of the sale date. Returns must be accompanied by a receipt. Refunds will be made based on the original method of payment. A refund check may be issued for cash payments. Refunds will include the price of the product and any taxes charged. Initial shipping costs will not be reimbursed.

RETURN INSTRUCTIONS

  1. Complete the return/exchange information on the packing slip enclosed with your order.
  2. Adhere the enclosed UPS prepaid return label to the outside of the package. Make sure to keep the UPS tracking number for your records.
  3. Drop off package at any UPS location (ie. your office building, UPS store, etc.)

If you do not have the packing slip, please download this Return Form, or include a letter with the following information:

Reason for Return, Action (refund, J&M credit, exchange), Name, Address, Phone Number

Returns should be mailed to:

Johnston & Murphy Return Goods Department
1501 Winchester Highway
Fayetteville, TN 37334

Returns will be processed within seven business days of receipt of package.

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CATALOG REQUESTS

How do I receive a catalog?

We will be happy to promptly mail you (or a friend) a Johnston & Murphy catalog. Please use the link below to request a catalog. You should receive your catalog in 7 - 10 days.

>Request a catalog

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EMAIL OPTIONS

We send e-mails between 2-4 times a month to notify customers of new products, upcoming events and promotions. If you would like to receive e-mails from Johnston & Murphy, please click the link below. If you would like to be removed from our e-mail list, please email us at JMDirect@genesco.com.

>Email Sign-Up

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STORE LOCATIONS

Where is the closest store that carries Johnston & Murphy?

Johnston & Murphy has over 160 signature stores and factory outlets and is carried in over 3,000 department and specialty stores throughout the U.S.

>Store Locator

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INTERNATIONAL LOCATIONS

Johnston & Murphy is available in locations throughout the world. Please contact our local partner listed below to find the location or distributor nearest you.

CARIBBEAN (PUERTO RICO, U.S. VIRGIN ISLANDS, BERMUDA, BAHAMAS, CAYMAN ISLANDS, DOMINICAN REPUBLIC, HAITI, BARBADOS)

Reps & Company - José M. Sarró
# 73 Placid Court St. Suite 2-B
San Juan, Puerto Rico 00907
Phone/Fax - 787-725-2929
Email - sarroj@aol.com

 

INDIA

Johnston & Murphy
Shop No. 1&2, Kala Kunj, Linking Road
Khar West, Mumbai India 400052
Phone - 91-20-26484550
Email - jmlinkingroad@gmail.com

Sales, Marketing & Customer Relations
Premium Retail Private Limited - Gaurav Agarwal
54-A, Elite House
Andheri Kurla Road
Andheri East
Mumbai 400093
India
Phone - 91 9970456782
Email - gaurav@elitegroup.co.in

Administration & Accounting
Premium Retail Private Limited - Gaurav Agarwal
658 Ashok Chambers, 1st Floor
J.M. Road, Deccan Gymkhana
Pune 411004
India
Phone - 91 9970456782
Email - gaurav@elitegroup.co.in

 

JAPAN

Otsuka Shoe Company - Ted Egoshi
7th Floor, Engyo Building
7-15-14 Roppongi, Minato-ku
Tokyo, 106-0032 Japan
Phone - 1 81 3 3431 5688 Fax - 1 81 3 3431 5784
Email - t-egoshi@otsukaseika.com

 

MEXICO

Johnston & Murphy
Plaza Carso Local A6
Miguel de Cervantes Saavedra 303
Mexico, D.F.
Phone - (55) 49-76-03-69
Hours - 11:00 AM a 21:00 PM
Email - carsojm@pavel.com.mx

Johnston & Murphy
Antara Polanco
Av. Ejercito Nacional 843 local A-102 PB
Col. Granada Delegacion
Miguel Hidalgo C.P. 11520 Distrito Federal
Zona Polanco, Mexico
Phone - (55) 52-80-39-64
Email - jmantara@pavel.com.mx

Johnston & Murphy
Galerias Atizapan
Av. Ruiz Cortines No. 255
Col. Las Margaritas, Atizapan de Zaragoza
Edo. De Mexico
Local 322 PA
Phone - (55) 16-68-91-62
Email - jmatizapan@pavel.com.mx

 

PANAMA

Johnston & Murphy
Multiplaza Pacific Mall, Store J&M, Floor #1
Area - Avenida de los Aves
Punta Pacifica, Panama City, Panama
Phone - (507) 235-4744
Email - johnston&murphy@sisa.com

Central Sport International Inc.
Punta Pacifica
Torres de las Americas
Torre B, Piso 16, office 16-01
Panama, Republic of Panama
Phone - (507) 366-5700
Fax - (507) 366-5702
Email - Ana Cristina Gallardo ana.gallardo@sisa.com or Llaraska Brown llaraska.brown@sisa.com

 

SINGAPORE, MALAYSIA & INDONESIA

Nautical Concept Pte Ltd
51 Bukiit Batok Crescent
#04-14 Unity Centre
Singapore 658077
Phone - 65 6316 2218 Fax - 65 6316 2219

 

SOUTH AFRICA

Dick Whittington Shoes - Guru Pillai
31 Old Main Road, Plessislaer
P.O. Box 105
Pietermaritzburg 3200
Republic of South Africa
Phone - 2733 398 1124
Email - guru@dickwhittington.co.za

 

SOUTH KOREA

PanAsia Trade Co., Ltd - Jeon Yohan
135-917,Gangnam-gu Eonjuro 542
(Yeoksam) Goodman Tower 1F
Seoul, South Korea
Phone - 82 2 581 3963
Fax - 82 2 581 3964
Email - panasia@panasiatrade.co.kr

 

SWEDEN, DENMARK & FINLAND

PL Trading
Nåntuna Backe 41
Uppsala State
757 59
Phone - 46 18 243013 Fax - 46 18 107230
Email - info@pl-trading.se

 

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COMFORT FEATURES

What type of comfort systems are available in Johnston & Murphy footwear?

We manufacture our footwear with three comfort systems exclusive to Johnston & Murphy: The Trampoline Cushion System®, The Signature Comfort System™ and The Optima ® Cushion System. 

>Shop Comfort Systems

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REFURBISHMENT SERVICE

Does Johnston & Murphy offer a refurbishment service?

Our unique refurbishment service maximizes your investment by extending the life of select Johnston & Murphy shoes and assuring that you look consistently well-groomed. Send our master craftsmen your worn pair of select Johnston & Murphy shoes, and they'll refurbish them to look and feel virtually brand new. We offer a wide range of services, including full soles and heels, refinish of the upper, replacing insoles, and more. Refurbishment usually takes 3 -4 weeks from the time we receive your shoes, depending on the service required. Please call us at 800.424.2854 for more information or click on the link below to visit to our Refurbishment page.

>Refurbishment Service

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HARD-TO-FIND SIZES

How can I locate the shoes in my size?

To see a selection of shoes available in your size, use the filters to the left of each shoe category. Simply select your size and width. All styles that are available in your size and width will be displayed.

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SHOE CREAMS

Which Johnston & Murphy shoe cream do I use to polish my shoes?

The following is a guide for matching our shoe creams and leather colors:

Leather:

  • Antique Saddle Tan - Medium Brown or Tuscan Brown
  • Dark Mahogany - Dark Brown
  • Dark Brown - Dark Brown
  • Antique Chestnut - Medium Brown or Tuscan Brown
  • Antique Mahogany - Dark Brown or Tuscan Brown
  • Brown - Medium Brown
  • Walnut - Dark Brown
  • Tan - Light Brown
  • Dark Mahogany - Dark Brown
  • Teakwood - Medium Brown or Tuscan Brown
  • English Tan - Tuscan Brown
  • Hawthorne - Tuscan Brown
  • Burnished Saddle Tan - Light Brown
  • Mahogany - Dark Brown
  • Whiskey - Light Brown

>Shop Shoe Care

EMPTY CART MESSAGE

Why do I get a message that my cart is empty after placing an item in the cart?

This typically is the result of your browser having "cookies" turned off or your security settings set to "high". Please check these settings. For instance, in Internet Explorer you can do the following:

Select Tools from the menu bar, then Internet Options. Click on the Security tab. Make sure the setting is set no higher than the "medium" level. Use the same steps on the Privacy tab.

If the problem continues, please call 1.800.424.2854 between 7am-7pm CST Monday-Friday to speak to one of our Customer Service Representatives.

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USE OF COOKIES

Does the Johnston & Murphy website use Cookies?

If you are placing an item in your cart and receive a message that your cart is empty, check your browser's security settings. This problem will occur if your browser's security settings are set to "High". Change the setting in your browser to "Medium" if this problem occurs. If the problem persists, contact Customer Service at 1.800.424.2854.

What is a cookie? A cookie is a piece of information that is sent to your computer's hard drive to help our site recognize you when you return to our site. Cookies are used as a standard practice by many sites. An example of how we use this function could be if you started to place items in your shopping cart, but then for some reason had to leave our site or shut off your computer. When you return to our site, the cookie would enable our site to recognize that you have returned and all the items you placed in your cart during an earlier session would still be in your shopping cart.

We also use cookies to determine the number of people that come to our site. It is important for us to understand the number of new customers using our site. When your computer accepts the cookie, we are able to record that session as a new visitor to our site. As important as cookies are to our site, we understand that this might make you uncomfortable. If you would prefer to not accept cookies from ours or any other site, you can modify the setting on your specific web browser to not accept them. Please refer to your browser's online help feature or the user's manual for instructions on how to do this.

AFFILIATE PROGRAM

Does Johnston & Murphy have an affiliate program?

For information about our affiliate program, visit our affiliate site.

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SALES TAX INFORMATION

How is the sales tax calculated?

Sales tax applies to the state where the merchandise is being shipped. Since Johnston & Murphy® is registered to conduct business throughout the United States, sales tax must be added to your order at your local sales tax rate.

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