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Returns & refunds

We've extended our returns window over Christmas. Items purchased from the 1st November 2019 can be returned up until the 31st January 2020

We hope you love everything you order from us but if something isn't quite right then you have 30 days to return it.

A few things to note …

Returns to store are free and you will need proof of purchase such as your delivery note or confirmation email. Find your nearest store here.

Postal returns are £3.50 which will be deducted from your refund amount, unless your item is faulty or marked as 'home delivery only'.

Most items that are in new, sellable condition can be returned. Please make sure that the items are unused and in original packaging with tags still attached.

Some items such as pierced earrings and underwear or swimwear where the hygiene strips have been removed cannot be returned, unless faulty.


Simply click on a topic below to get instant answers to your questions.

1 How to return an item
2 More Information and FAQs
3 Refunds
4 Exchanges
5 Faulty/Damaged Items
6 Returning by post
7 Home Delivery Only Items


How do I return an item?

How to return an item



When will I get my refund?

We'll start processing your refund as soon as we receive your returned items but please note ... If you returned your items to a store it could take up to 5-7 days for your refund to show in your bank account. Postal returns can take up to 14 days to be refunded and if you paid with Paypal it could take up to 30 days.

Will you refund my delivery charges?

Yes, as long as you are returning within 30 days and you are returning all the items in your order together. If you only return part of your order we will not refund your original delivery charge. If your item is faulty we will refund your delivery charge.

I think my refund amount is wrong. What should I do?

If your items were part of a promotion, such as a multibuy offer and you only return one of these items, we will refund you using the appropriate ratio. If you returned your item in the post a £3.50 charge will have been deducted from your refund amount, unless your item is faulty. Items must be returned in new, fully resellable condition within 30 days. If an item has been used or handled unreasonably, we may reduce the amount refunded or not refund it at all.

Can I cancel an order to get a refund?

We're sorry but once you've checked out, your order can't be cancelled.

I paid using e-vouchers. How will I be refunded?

Any e-vouchers used will be refunded separately and sent to the email address you used when you checked out.


Can I exchange my item?

Unfortunately we can't offer exchanges for items bought online. If you would like to exchange your item the best way to do so is to follow our returns process and then place a new order on our website or visit one of our stores.


What if my item is faulty or damaged?

If you bought your item within the last 30 days, please return it using the appropriate method above and we will be happy to refund you. We offer a 1 year return policy for most of our products when there's been a manufacturer's fault. This doesn't cover fault or damage caused by accident, misuse, negligence, or normal wear or tear. Your statutory rights are not affected. If your item develops a fault 30 days or more after receiving your order, please contact Customer Care so we can help you.


How do I return my item/s by post?

Fill out the returns form that we sent with your order and repackage the items using the original packaging and the enclosed address label. Take your parcel to any Post Office and ask for proof of postage.

How much will it cost me to return my item/s by post?

Postal returns are £3.50 which will be deducted from your refund amount, unless your item is faulty or marked as 'home delivery only'.


How do I return my 'home delivery only' item?

Items marked 'home delivery only' cannot be returned to any of our stores. They must be posted back to us instead. If you're not sure if this applies to your item, the returns form included with your order will tell you what your returns options are.

For further help please contact our Customer Care team.