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Return Online - UK

Return your online order in a few easy steps. You have 28 days to return your order from the date it's delivered. Exclusions apply, please see our Returns Policy below for more details.

If your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.

  • Securely repack your items.

  • Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.

  • You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.

  • Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.

Good to know...

  • By choosing a paid service through our returns portal you will be provided with a tracked return service back to our warehouse.
  • Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
  • If you are using your own method of return, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.

RETURNS POLICY OVERVIEW

  • Items must not be used, worn or washed
  • Items must be in original packaging and all tags attached
  • Personalised items will not be accepted unless the text is incorrect, or the item is faulty
  • Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  • Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Wrong/Faulty item received

We’re sorry to hear there are issues with your order.

Please use our contact form and attach images of the wrong/faulty items and we'll investigate this for you.

Thank you for your patience while we put this right.

I'm missing item(s) from my order

We’re sorry there’s items missing in your order.

Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing. 

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not  have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.


Why has my order/item(s) been cancelled?

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.



My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. 

The time might depend on your banks processes. 

Payment issues

If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.

If you’re still experiencing problems, please contact us and include as much detail as you can around the error:

  • The error message you are seeing
  • A description of the problem
  • What payment method you are trying to use
  • What the products are you’re trying to purchase
  • What internet browser you are using or if you are using our app
  • Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.

Your card provider will have more information.

If you are using PayPal, please contact them directly.

Why is my bank is showing two charges for my order?

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Can I cancel or make changes to my order?

Once you’ve placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.

This means you can’t cancel your order or make changes to it. This includes adding or removing items, changing colors or sizes, changing delivery address, delivery option or email address on the order.

How do I apply a discount code?

Here are the steps to apply your promotional code or discount code to your order.

1. Add your item(s) for the discount to your bag.

2. Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.

3. Continue through the checkout process until you reach the payment page.

4. Under the list of payment options you will see an option to "Apply Promotional/Discount Code":

Select this option, input your code and then select "Apply.”

If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”

Please note that terms and conditions apply to all of our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

I’m having problems signing in. What can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.

If you don't have an account you can set one up here. This means you have all your order history and details in one place.

If you're still having problems signing in to your account, please contact us and we'll be happy to help.