Returns

If for any reason you’re not completely satisfied with your purchase, you can return it to us up to 365 days from the original purchase date - we’ll even pay the return delivery costs if you’re returning items that were delivered to a UK address.

Please note that all returns must meet our return condition guidelines.

If you need to return an item to us for any reason, please click the button below to start the returns process:

Frequently Asked Questions

How do I return an item?

You can return an item that’s no longer needed, incorrect, defective or damaged by following the steps below:

1. Visit our Online Returns Centre.
2. Click the button that says "I ordered the item or items."
3. Answer all questions to complete the return process.
4. Print the return labels and follow the instructions provide for packaging and sending you return.

When you complete the online return process, we will send you a confirmation e-mail that contains details about your return. If your order was delivered to an address within the UK, we’ll pay the return delivery costs; however, not all return labels can be pre-paid. If the item that you are returning does not have a pre-paid label and requires you to pay for return delivery, your return postage will be refunded when we receive your return.

If your order was delivered to an address outside of the UK, you'll need to pay for return postage costs, unless the return is the result of our error.

How do I return an item I received as a gift?

You can return an item you received as a gift by visiting our Online Returns Centre and selecting “I received the item or items as a gift“. Click Continue and follow the instructions provided.

If you don’t have your packing slip, please include a note with your order number. You can ask the person who gave you the gift for the order number. They can find it by visiting the View Orders section of their account.

Please note: The gift purchaser will be refunded when you return your gift.

How long do I have to return an item?

If for any reason you’re not completely satisfied with your purchase, you can return it to us up to 365 days from the original purchase date provided that goods meet our return condition guidelines.

What are your return condition guidelines?

If you’re returning an item that’s no longer needed or wanted, is the wrong size or colour or it’s incorrect, you’ll need to return it to us in its original condition, with tags attached and in the original packaging (if any).

Any item that is returned but does not follow our return guidelines may only receive a partial refund. This includes items not in new condition, damaged, missing accessories or not returned in the condition in which they were originally received.

If the merchandise is defective, for example, any item that doesn’t perform as expected or shows damage not associated with normal wear, you can return it to us in the condition it’s in when the defect is exhibited. If you item proves defective after 30 days, please contact us.

Can I exchange an item?

We don’t currently offer exchanges on items. Please return the unwanted item to us for a full refund, subject to the return condition guidelines. If you’d like to purchase an alternative item, please place a new order.

Please note that if the price of the item has changed since you placed your original order, we will be happy to honour the previous price on your new order - just contact us. 

Who pays my return postage?

If your order was delivered to an address within the UK, we’ll pay the return postage regardless of the reason for the return.

If your order was delivered to an address outside of the UK, you'll need to pay the return postage unless the return is the result of our error. If the return is the result of our error, please contact us and we’ll issue you with a refund, irrespective if you are a UK or international customer. Please note, you may be required to provide your proof of postage receipt.

Why isn’t my label pre-paid?

If your order was delivered to an address within the UK, we’ll pay the return delivery costs; however, not all return labels can be pre-paid. If the item that you are returning does not have a pre-paid label and requires you to pay for return delivery, your return postage will be automatically refunded when we receive your return.

If your order was delivered to an address outside of the UK, you'll need to pay the return postage unless the return is the result of our error. If the return is the result of our error, please contact us and we’ll issue you with a refund. Please note, you may be required to provide your proof of postage receipt.

Can I return multiple items using just one label?

Each return mailing label is uniquely assigned to a specific returned item(s). To make sure you receive the correct refund, please don't include items from other orders or other deliveries in the same box. Every returned item(s) must have a separate mailing label.

How do I know when you've received my return?

We'll send you an e-mail confirmation when the returns department issues a refund for your return. In most cases, we will issue a refund within 7-14 days of us receiving the item.If you haven't received any notification of a refund 4 weeks from the date you sent in the return, please contact us.

If you’ve received a replacement and you’re returning the original item, we’ll send you an email if we haven’t received it within 30 days of delivery of that replacement.

If you’ve returned goods using a trackable service, you can also track your return with your postal service or carrier to ensure it has arrived in our return centre.

Product Recalls and Safety

We take our obligations as a retailer seriously and will, therefore, co-operate fully with manufacturers and national authorities in product safety matters.

When we are notified of a product recall by a retailer or a national or European authority, we stop selling the product as quickly as possible. We will also contact customers who have already purchased the item from us, by e-mail, to advise them of the measures put in place by the manufacturer or the authorities.

If you would like to know more about current product recalls, please check the following EU websites:

• EU Rapid Alert System for Dangerous Non-Food Consumer Products (RAPEX)
• EU Rapid Alert System for Food and Feed (RASFF)