Johnston & Murphy Customer Service: Phone, Returns & Reviews

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Johnston & Murphy customers may need help with an online order, shipping delay, return, exchange, refund, wrong size, defective shoes, store purchase, gift card, J&M Insiders account, pickup order, or customer service complaint. Johnston & Murphy provides phone, text, email, chat, order-tracking, and store-support options depending on the issue.

Johnston & Murphy Customer Service Contact Information

Johnston & Murphy recommends calling 1-800-424-2854 for the quickest response. Customers can also use the company’s online contact form, chat, email, or text-support number.

When texting customer service, Johnston & Murphy notes that message and data rates may apply and that a representative may respond by text or return phone call.

Best Johnston & Murphy Support Route by Issue

  • Online order question: Call customer service or use the Help Center.
  • Track an order: Use the official Johnston & Murphy Order Status page.
  • Return or exchange: Use the official Returns & Exchanges page.
  • Wrong size or fit: Keep the item unworn and begin an exchange or return within the applicable return period.
  • Defective merchandise: Contact customer service and keep the receipt, product information, and photographs of the defect.
  • Store purchase: Contact the Johnston & Murphy store where the purchase was made or customer service.
  • J&M Insiders question: Sign in to the account associated with the membership or contact customer service.
  • Gift card problem: Use the gift-card section of JohnstonMurphy.com or contact customer service.
  • Unresolved complaint: Contact customer service with the order number, previous correspondence, and the resolution requested.

Information to Have Before Contacting Johnston & Murphy

Having the correct information available can make it easier for customer service to locate an order, return, store purchase, or account.

  • Order number
  • Email address used for the purchase
  • Billing ZIP code
  • Product name, style, size, width, and color
  • Purchase date
  • Store location for an in-store purchase
  • Receipt or other proof of purchase
  • Shipping or return tracking number
  • Photographs of damaged or defective merchandise
  • Previous email, chat, or customer-service correspondence
  • The refund, replacement, exchange, or other resolution being requested

Do not post complete order numbers, payment-card details, gift-card numbers, account passwords, addresses, or other private information in a public review.

How to Track a Johnston & Murphy Order

Customers can check an online order through the official Order Status page.

You will need:

  • The order number shown in the confirmation email
  • The billing-address ZIP code associated with the order

Keep the confirmation email until the order arrives and any return or exchange has been completed.

Can You Change or Cancel a Johnston & Murphy Order?

Johnston & Murphy currently states that an order cannot be modified or canceled after it has been placed.

Customers who discover an incorrect size, address, product, or other problem should still contact customer service promptly at 1-800-424-2854 to determine what options remain available.

If an order cannot be stopped, an eligible item may need to be returned after delivery.

Johnston & Murphy Shipping

Johnston & Murphy’s current shipping information states that standard Ground Shipping generally arrives within 4 to 7 days. Express FedEx options are also available for eligible orders.

Delivery timing can depend on:

  • When the order was submitted
  • Inventory availability
  • Whether standard or express shipping was selected
  • The destination
  • Weekends and holidays

Johnston & Murphy notes that an order may be shipped in multiple packages. Check the shipping confirmation carefully if only part of an order arrives.

Current shipping policies and charges are available through the Johnston & Murphy Shipping & Handling page.

Johnston & Murphy Returns and Exchanges

Johnston & Murphy currently allows returns or exchanges of unworn merchandise and merchandise with a manufacturing defect within 90 days of the sale date.

Returns generally need to include the receipt or return form. Refunds are issued according to the original payment method, and initial shipping costs are not reimbursed.

Customers with eligible online or phone orders can begin a return through the company’s online return process. Eligible merchandise can also be returned to a Johnston & Murphy retail store.

Important: Johnston & Murphy states that Affirm orders cannot be returned to a Johnston & Murphy retail store.

Johnston & Murphy Return Address

Returns that are being mailed should follow the instructions provided by Johnston & Murphy rather than simply mailing merchandise without starting the return process.

The current return address is:

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

Johnston & Murphy says mailed returns are generally processed within 7 to 10 business days after the package reaches its warehouse.

J&M Insiders Returns and Benefits

J&M Insiders receive expanded benefits compared with the standard return policy.

Current benefits listed by Johnston & Murphy include:

  • Free Ground Shipping: Members receive free ground shipping on qualifying orders.
  • 365-Day Returns: Insiders can return or exchange unworn merchandise for up to 365 days.
  • 60-Day Wear Test: Members can try an item for 60 days and return it for a refund if they are not satisfied, subject to program terms.
  • Member Promotions: Insiders may receive exclusive offers and early sale access.
  • Early Product Access: Members may receive access to selected new arrivals and limited-edition products.

Customers should sign in to the correct J&M Insiders account before placing an order so eligible benefits can be applied.

Wrong Size, Fit, or Product

If shoes or apparel do not fit properly, keep the merchandise in returnable condition and begin the return or exchange process promptly.

Before contacting customer service, note:

  • The style name or product number
  • The size and width ordered
  • The size or width needed
  • Whether the item has been worn
  • Whether the purchase was online or in a store

Johnston & Murphy sells footwear in different fits and widths, so availability of an exchange may depend on the specific style and inventory.

Defective or Damaged Johnston & Murphy Products

Johnston & Murphy’s return policy includes merchandise with manufacturing defects.

For a quality or defect complaint, keep:

  • The shoes or merchandise
  • The original receipt or order confirmation
  • Product labels and style information
  • Clear photographs showing the problem
  • Any previous communication with customer service

Describe where the problem appears and when it developed. Examples can include stitching problems, sole separation, damaged materials, hardware failure, or an item that arrived damaged.

Ask customer service whether the appropriate resolution is an exchange, replacement, refund, or another remedy.

Refund Status and Delays

Johnston & Murphy says mailed returns are normally processed within 7 to 10 business days after reaching the return warehouse.

Additional time may be required before a refund appears through a bank, credit-card company, PayPal, Affirm, or another payment provider.

Keep the return tracking information until the refund has appeared. If the stated processing period has passed, contact Johnston & Murphy with:

  • The original order number
  • The return tracking number
  • The date the warehouse received the package
  • The items returned
  • The expected refund amount

Johnston & Murphy Gift Cards

Johnston & Murphy sells traditional gift cards and eGift cards. Customers can also check a gift-card balance through the company’s website.

Traditional Johnston & Murphy gift cards currently have no upfront, expiration, or inactivity fees.

Treat gift cards like cash. Do not publish the complete card number or PIN in a public review or send those details to an unverified support account.

Johnston & Murphy Stores

For store hours, addresses, telephone numbers, and nearby locations, use the official Johnston & Murphy Store Locator.

Store-specific questions may include:

  • Inventory and size availability
  • Store purchases and receipts
  • Returns and exchanges
  • Buy Online, Pickup In Store orders
  • Local store hours

Store hours vary by location and may change for holidays.

Johnston & Murphy Ownership

Johnston & Murphy is part of Genesco Inc., a Nashville-based footwear and accessories company. Genesco’s current brand portfolio includes Johnston & Murphy along with other footwear businesses.

Customers with ordinary order, return, shipping, product, or store issues should begin with Johnston & Murphy Customer Service rather than the parent company’s corporate office.

How to Escalate a Johnston & Murphy Complaint

If the first customer-service contact does not resolve the problem:

  1. Gather the order number, receipt, photographs, tracking information, and previous correspondence.
  2. Call 1-800-424-2854 or contact Johnston & Murphy through its Help Center.
  3. Clearly explain the problem and the resolution requested.
  4. Keep copies of emails and chat conversations.
  5. Ask customer service to review the matter again if the promised refund, exchange, or replacement does not occur.
  6. If a payment appears unauthorized or an approved refund remains unresolved, contact the payment provider within its applicable dispute deadline.

Johnston & Murphy Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows 0 out of 5 stars based on 0 Johnston & Murphy reviews. Because no customer reviews have been submitted on this page, there is not yet enough CustomerServiceNumbers.com feedback to identify current complaint or praise patterns.

If you have contacted Johnston & Murphy regarding an online order, store purchase, return, exchange, refund, defective product, shipping problem, J&M Insiders benefit, gift card, or customer-service response, you can share your experience below.

Helpful reviews explain what happened, which support method was used, how the company responded, and whether the issue was resolved.

Frequently Asked Questions

What is the Johnston & Murphy customer service phone number?

Johnston & Murphy Customer Service can be reached at 1-800-424-2854.

What are Johnston & Murphy customer service hours?

Customer service is currently available Monday through Friday from 7:00 AM to 7:00 PM CST and Saturday from 9:00 AM to 2:00 PM CST. Customer service is closed Sunday.

Can I text Johnston & Murphy customer service?

Yes. Johnston & Murphy lists 1-800-304-1824 for text support. Message and data rates may apply.

What is Johnston & Murphy’s customer service email?

The current customer service email is johnstonmurphy@johnstonmurphy.com.

How long do I have to return Johnston & Murphy merchandise?

The standard policy allows eligible unworn merchandise and merchandise with manufacturing defects to be returned or exchanged within 90 days of the sale date. J&M Insiders receive a longer 365-day return period for qualifying unworn merchandise.

Can I return a Johnston & Murphy online order to a store?

Eligible merchandise can generally be returned to a Johnston & Murphy retail store. Affirm orders cannot be returned to a Johnston & Murphy retail store.

How long does a Johnston & Murphy refund take?

Johnston & Murphy says returns are processed within approximately 7 to 10 business days after reaching its warehouse. The payment provider may require additional time to post the credit.

Can I cancel a Johnston & Murphy order?

Johnston & Murphy states that orders cannot be modified or canceled once they have been placed.

Who owns Johnston & Murphy?

Johnston & Murphy is part of Genesco Inc., a Nashville-based footwear and accessories company.

Related Customer Service Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers find customer service information and share customer experiences since 2004. This page is independent and is not owned or operated by Johnston & Murphy or Genesco Inc.

The goal is to help customers find the appropriate support route and share factual experiences about orders, products, returns, refunds, stores, and customer service.

Share Your Johnston & Murphy Customer Service Experience

If you have contacted Johnston & Murphy, describe the product or order involved, the support method you used, the response you received, and whether your issue was resolved.

Privacy warning: Do not post complete order numbers, payment information, gift-card numbers or PINs, account passwords, home addresses, private emails, or other sensitive personal information.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is an independent information and review website and is not affiliated with Johnston & Murphy or Genesco Inc. CustomerServiceNumbers.com cannot access Johnston & Murphy orders or accounts, issue refunds, process returns, exchange merchandise, modify orders, replace gift cards, or act on behalf of the company.

Customer service hours, shipping terms, return policies, J&M Insiders benefits, store information, and other policies can change. Verify important information directly with Johnston & Murphy before making a purchase, return, exchange, or payment decision.

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