RETURNS FAQ

 

What is your return policy?

What if the carrier is not able to collect my return?

There’s no label in the box, how do I return my order?

I purchased online, can I return to a retail store?

I purchased in a retail store, can I return online?

Can I return an item for an exchange instead of a refund?

How do I create a return label?

Where can I find my order number?

What can I do if I am unable to print my returns label?

What should I do if the refund amount is incorrect?

Where can I find the status of my return?

Can I cancel or rebook my return?

What does the Tracking page and status mean?

What does my return status  mean?

How do I track my return?

I received a faulty item

I received an incorrect item

Have you received my returned items?

When will I receive my refund?

What is your return policy?

Returning an item to us is quick, easy and free. If for any reason you are not happy with a product you’ve purchased, you can return it to us within 30 days for a refund. Once we’ve inspected the item, we’ll refund the price you paid, back to your original payment method.

There’s no need to contact us if you would like to return something – just click here and select ‘create a return’. You will then have the choice to take the parcel to a local Collect+ drop off point or to arrange for it to be collected – easy! Check out our Return Instructions for full details of how to complete a return.

If you’d like a different size, colour or item, please return the product to us and place a new order.

We do our best to accept all returns, however, should an item be in unsuitable condition, we may have to send it back to you.

It normally takes around 14 days for us to receive and refund your parcel – we’ll drop you an email once we’ve received it. Depending upon your card issuer, it can take up to 10 days for the refund to show in your account.

 

top

 

What if the carrier is not able to collect my return?

If for any reason your package is not collected on the day you’ve booked, please follow our usual returns instructions and book in another pick up free of charge.

 

top

 

There’s no label in the box, how do I return my order?

To get a free returns label, please click here, enter your order number and email address, and follow the easy steps to book in a return.

 

 

top

 

I purchased online, can I return to a retail store?

Online purchases should be returned directly to our online store. It’s free and simple to return to us – just click here for details.

top

 

I purchased in a retail store, can I return online?

We are unable to accept returned items from retail stores. Please check here to find your nearest store to return to.

If you have difficulty getting to a store, just call the store you purchased from, who will be able to help you. Alternatively, contact us and we’ll be happy to help.

top

 

Can I return an item for an exchange instead of a refund?

We are unable to offer an exchange - if you would like a different size, colour or item, please return the product to us and place a new order.

top

 

How do I create a return label?

To get a free returns label, please go to How to Return an Online Purchase and follow the steps to book a return. You will be prompted to generate a returns label to print.​

top

 

Where can I find my order number?

You can view your order number on the order or shipping confirmation email we sent to you. If you are an account holder, you can log into My Account and click on Orders to view your order number.

Your order number should start with a number. If it starts with a letter, please remove the first three letters and type the remaining numbers into the ‘enter order number’ box when you create a return. For example: CGB12345678 should be entered as 12345678.

top

 

What can I do if I am unable to print my returns label?

If you are unable to print a returns label, we can help you – just contact us, include your order number and reason for return and we’ll send a returns label to you.

top

 

What should I do if the refund amount is incorrect?

Please note, refund values shown in the return status emails are subject to applied discounts, tax, and shipping costs. If you think you have received an incorrect refund, please Contact Us.​

top

 

Where can I find the status of my return?

You can track your return, and its status, from the moment it left with the carrier until your get your refund. You can get to the tracking page in three ways: ​

  1. Via email. Once you have handed your return to the carrier you will have received a confirmation email. In this email is a button which you can click to take you to the tracking page.​

  2. Via Track my Order. At the top of the website you can click "Track my Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button.​

  3. Via My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button. Found it but want to understand more? Go to What does the Tracking page and status mean? for more details. You will also receive a few updates via email to make sure you stay up to date.

top

 

Can I cancel or rebook my return?

Yes, you can change your return method at any time before you hand it to a carrier or drop it off.​

You can do this by accessing your order details either via: ​

  1. Track my Returns: At the top of the website you can click "Track my Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button. Or,​

  2. My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button. ​

    For both options:​
    Once on the returns page, select "Cancel the Return" to cancel the booked return. ​

    Want to rebook? Follow the same steps in How do I return my order? Please note, if you change the method on the same day of home pick up, it may still occur.

top

 

What does the Tracking page and status mean?

The Return tracking page provides a lot of helpful information about your return and starts tracking as soon as you hand the item over to the carrier.​

What does the page show? ​

  • The date at the top is an estimate of when the return will reach our warehouse. ​

  • The return status is underneath this date. Go to "what does my return status mean?“ for more details. ​

  • The "Latest update" section shows the details of the last tracking event; where the package was scanned and the date of scanning. If you click the link "show full history" you will be able to see the tracking events that have already occurred since starting the return process. ​

  • The tracking number is the number given by the carrier for your return. The hyperlink will take you to the carrier site. - You'll also find an overview of the item(s) you are returning.

top

 

What does my return status  mean?

Your tracking update will show 1 of 4 possible status. Here are the possible statuses in chronological order: ​

  • Awaiting Carrier pick up/Drop off: The return has been booked online, but not yet given to the carrier. Depending on method chosen, or available in your region, please either wait for the carrier to pick it up or drop off your package to your selected location. ​

  • On its way: your return has been picked up by the carrier and is being transported back to our warehouse. ​

  • Delivered: the return has been received in our warehouse, ready for processing and refund. ​

  • Exception: Please contact Customer Care for more information.

top

 

How do I track my return?

You can track the journey of your return as soon as it has reached our carrier. The tracking number is provided on the return label that you have created at the end of the return booking process. The tracking number is placed on the bottom of the label under the barcode, and in case of Yodel starts with “JJD”, while in case of Collect+ starts with “8XM”. You can then use this number to track your order directly on the carrier website.

If you’re unable to view tracking information straight away, this is likely to be because the carrier hasn’t collected the parcel yet and should be updated as soon as they do.

top

 

I received a faulty item

We’re really sorry about that, please return faulty item to us for a full refund.

All you need to do is create your returns label here and state ‘Item was defective’ as the reason for the return. Once your parcel has arrived with us and we’ve taken a look, we’ll get in touch to provide an update.

We are unable to send out a replacement item, however you can place another order – contact us here if you need any help placing your order.

top

 

I received an incorrect item

We’re really sorry about that, please return the incorrect item to us for a full refund.

All you need to do is create your returns label here and state ‘Wrong item shipped’ as the reason for the return when prompted. Once your parcel has arrived with us and we’ve taken a look, we’ll get in touch to provide an update.

Please allow 5 days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Depending on your card issuer, it can then take up to 10 days for the refund to show on your account.

We are unable to send out a replacement item, however you can place another order – contact us here if you need any help placing your order.

top

 

Have you received my returned items?

Please allow 5 days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Depending on your card issuer, it can then take up to 10 days for the refund to show on your account.

top

 

When will I receive my refund?

As soon as your parcel reaches us, we’ll send you an email and complete your refund. Depending on your card issuer, it can then take up to 5-10 days for the refund to show on your account.

top