RETURNS, EXCHANGES & REFUND INFORMATION
We hope you’re pleased with your purchase from us, but if you do need to return anything, you’ve got 90 days to. We offer the following hassle-free options for you:
We cannot return a product if it has been personalised in anyway. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item.
You can return to your local Royal Mail Post Office. To get your free returns label and find out more on how to return, follow this link:
Your return will be sent on a Tracked 48 service. Once your return has arrived at our warehouse, it will be processed within 14 working days.
Return to store
Return to store
You can also return your purchase to your nearest store for an exchange or refund. Don’t forget your proof of purchase.
Exchange for online orders is available when incorrect products have been received or products have arrived damaged, otherwise a refund will be issued.
Once your return has arrived at our warehouse, it will be processed within 14 working days.
Find Your Nearest Store
Can I return an online order?
You can return your online order via Royal Mail or in one of our stores. You've got 90 days to return your order and it must be returned in an unused and unopened state. We cannot return a product if it has been personalised in anyway. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights. We are unable to refund postage or gift wrap charges if your product is unwanted or you have changed your mind.
How to return an online order
You can return an item purchased online free of charge via Royal Mail, or you are welcome to take the item into any one of our stores. If returning to our warehouse, you can create a Royal Mail label returns here.
If returning via post, we’re not able to cover the cost of the return. Please make sure you include your order number and contact details within the parcel. For detailed information about how to return check out our Returns, Exchanges & Refunds page.
What do I do if I receive a faulty item?
We expect all items to arrive in perfect condition, however if on the rare occasion you do receive an item that seems to be faulty, you can return the item via Royal Mail, or take the item into one of our stores where one of our store experts will assist you.
If you would like to contact customer services regarding a faulty or damaged item, please ensure you take images of the damage, as the team will be unable to assist you without these.
What do I do if I receive an incorrect item?
We have a number of checks in place to try and ensure the accuracy of the orders we send, however if a mistake has happened and the item you’ve received is not correct, then please contact our customer service team who will assist you.
Customer Service Live Chat: Click here
Customer Service Email: firstname.lastname@example.org
Customer Service Phone: 0333 344 2646
How long will my refund take?
When your order is refunded, we will email you on the address your order was placed to let you know. It will then be down to your individual bank’s processing time for the funds to process back into your account. Once arrived at our warehouse your return will be processed within 14 working days.
I've got a faulty item I purchased in store
If you've got a faulty item purchased in store, all you need to do is head down to your local store, bringing with you the item and your receipt, and a member of the store team will be able to help.