To send items back to us you'll need a returns form. You should have received one in your parcel. If you're returning items from multiple orders in one parcel, you'll need to include the returns form from each of the orders that you're returning items from.
If you're looking for a replacement returns form, you can print one here. If you're returning items from multiple orders in one parcel, please write the order number of each order you're returning items from in the 'order number' section.
You can return most items to us by paying the postage for any postal service of your choice. If any part of your order arrived faulty or damaged, we'll refund your whole delivery charge. We'll also pay for you to send the items back to us through your local postal service, but we'll need you to contact us before you send anything back. See the "Talk to us" section for details of how to do so.
What is your returns policy?
If you're returning something because you don't want it (rather than because it's faulty) we must be able to resell it. That means that it should have its original tags on and shouldn't be damaged in any way. Damage can include things like make-up stains, deodorant marks, or strong smells from perfumes.
If we don't think the item is in a good enough condition to resell, we're allowed to say no to giving you a refund or an exchange.
We'll give you a full refund as long as:
- It's been less than 28 days since you received your item;
- You haven't used it or damaged it;
- It's in resalable condition e.g. tags still attached, packaging is unopened, item has not been stained or marked;
- The item wasn’t discounted at the time of purchase;
- You have proof of purchase, such as your receipt, e-receipt, delivery note, or your order confirmation email;
- You have the card you paid with;
- Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Things that aren't included in our returns policy' section below.
Please note, we reserve the right to refuse an exchange or refund if goods are damaged or aren't returned in a saleable condition.
If you don't have proof of purchase, we can't offer you a refund, gift card or exchange.
If you paid by card and have your proof of purchase but don't have the card you paid with we can't offer you a refund, but we'll give you an exchange or a gift card for the same amount.
Our policy doesn't affect any of your normal statutory rights. Those rights cover you for things like faulty items, or items that are different from how we described them. They also let you cancel orders. You can find more information about statutory rights in the “What are my rights under consumer contracts regulations 2013?” section below.
Things that aren't included in our returns policy
There are certain items that we can't give you a refund or exchange for, unless they're faulty or different from how we described them. You can check the product page of your item on our website to see whether you can return it. But we've also listed the items you can't return here:
- Altered items (like clothing we've tailored to fit you);
- Beds and bedding (like duvets, pillows and bedspreads) that have had their original packaging opened or damaged;
- Books, Magazines, Newspapers, CDs, DVDs, software or video games that have been opened;
- Custom-made, personalised and made-to-measure items;
- Downloadable software products;
- Face masks - for reasons related to personal health, face masks are not returnable or refundable;
- Gift food (such as hampers and chocolate);
- Gift Cards, e-Gift Cards or vouchers
We also can't refund or exchange anything that was damaged while someone was handling it on your behalf, for example somebody from a freight forwarding, storage or relocation company, or from a hotel or B&B.
And finally, we can't offer you a refund, gift card or exchange without a proof of purchase. (Your proof of purchase can be your receipt, e-receipt, delivery note, or your order confirmation email.)
Returning your item to us
If your order is faulty, please contact us to get an authorisation code before posting back to us. You'll need this code to get a refund for your postage costs back to us. See the "Talk to us" section for details of how to do so.
When you’re ready to send the item(s) back:
- Find the returns form and address label in your parcel. You can also view and print them here;
- Put your item in the original delivery packaging (or something similar), along with your completed returns form;
- Attach your address label to your parcel and take it to your nearest postal service. Please note this is not a freepost label;
- If you are shipping a high-value item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item;
- When you send the parcel, ask for a proof of postage and receipt and keep these safe until you've got your refund;
- If you have returned something because it was faulty please contact us once you have your postage receipt and we'll arrange a refund of your postage costs. See the "Talk to us" section for details of how to do so.
We do not offer exchanges for items bought online. If the item(s) you ordered arrived damaged or faulty please contact us. If we have more stock of the item(s) we'll send you a replacement. See the "Talk to us" section for details of how to do so.
How do refunds work?
We'll refund your money within 24 hours of our UK warehouse receiving your return and we'll send you an email to let you know your return is complete. The money should show in your account within 5 working days (although with some local banks it might take longer).
If you paid with a gift card, we'll put the money back onto that instead.
If you've lost your gift card, please contact us. Depending on how you paid they'll either put the balance onto an e-giftcard for you, or post a physical card, out to you. Please note physical cards can take up to two weeks to arrive.
What happens if I haven’t received my refund?
If you have received a 'Your return has been processed' email, please check the date the refund is expected to show in your account by.
If you have not received your refund into the account you paid with 5 days after the refund date stated in the 'Your return has been processed' email, please contact your bank.
If after 10 working days, you have not received email confirmation that 'Your return has been processed', please contact our customer services team. See the "Talk to us" section for details of how to do so.
Can I cancel my order?
Yes, you can cancel your purchase within 14 days of receiving your order. However, once payment has been processed, orders cannot be stopped. In order to cancel your order, you will be required to return your parcel within 28 days, by following the return instructions listed above. Alternatively, you can refuse delivery once the parcel arrives.
Can I change the delivery information for my order?
Unfortunately, this is not possible once the order has been placed.
Can I add items to my order?
No, please place a new order for these items.
What are my rights under consumer contracts regulations 2013?
UK & N. Ireland customers
If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded. However, unfortunately we are unable to refund delivery charges for part cancellations or returns. If you wish to cancel your order before delivery, please contact us. However, we are unable to cancel the delivery of any orders once they have passed through our payment system. Please refuse any delivery of cancelled goods, alternatively, you can post them back to us, or contact customer services to arrange for them to be collected. During this period you must take reasonable care of the goods. You will be charged for returning parcels using Royal Mail in accordance with our returns policy. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.
If you buy goods under a distance contract (including, for example, by phone or online) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to 14 calendar days starting the day after you have received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. We will not refund the cost of returning goods unless damaged/faulty. This does not apply to certain "exceptions" specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This can be done via email - Important: please remember to include your order number on the email. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau
In the event that you remain unsatisfied with our response we would suggest that you seek independent advice, such as through your local Citizens Advice. Alternative complaints bodies (such as RetailADR (formerly known as ‘The Retail Ombudsman’ www.retailadr.org.uk) also exist, which can deal with consumer complaints should you wish to use such a scheme.
Talk to Us
If, having read this policy, you need to contact us, we’ll be happy to help you. You can click here to contact us.