RETURNS FAQ

 

What is your return policy?

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?

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.

Any order placed between the 1st of Nov until the 31st of Dec can be returned up to the 31st of January

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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.

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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.

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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.

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How do I create a return label?

Just click here and select ‘create a return’ to create and print a returns label. All you need is your order number and billing zip code used when you placed the order.

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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