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  • Exchanges and returns

    Our returns policy

    You can return any unwanted item to us for a refund up to 14 days after purchase, provided it is in its original, unused condition and you the consumer have taken reasonable care of the goods whilst in your possession. We understand that you may wish to examine the goods as you would when purchasing from a shop but we do request that hygiene seals are not removed from garments and shoes are only tried indoors.

    Please note that we cannot offer refunds on grooming products, pierced jewellery or swimwear (if the hygiene seal has been removed) for health and hygiene reasons. This may not apply if your item is faulty or the product is of unsatisfactory quality. If you have a query about a refund on an item you have purchased please contact our Customer Care team

    Under the Distance Selling Regulations you the consumer have an unconditional right to cancel a contract inside the given timescale and receive a refund within 30 days. You do however, have a statutory duty throughout the cancellation period to retain possession of the goods and take reasonable care of them. Failure to do so can lead to action being taken to recover funds against consumers who have breached their statutory duty.

    We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy, as such these items may be returned to you at your expense. You will be notified of the applicable charges. If you send the item back to us again, or refuse to accept delivery, this will be deemed to be irreversible authority for us to dispose of your goods without further notice. Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods.

    Some products are non-returnable for hygiene reasons. This is indicated in the product description. When making a return you must ensure you tell us your order number on your returns form originally sent out with your order and include your original invoice when returning. Failure to do so may cause delays in processing your return.

    If in the unfortunate event you receive a faulty item, please contact our Customer Care team in the first instance.

    If you wish to return your item we advise you do so via recorded delivery. This will ensure that your order reaches us safely and if it does get lost it can be traced and we can process your refund/exchange. However if you do choose to use a standard service which may mean your order cannot be tracked we cannot be held responsible for your lost order therefore we will be unable to process your claim.

    Returns to a post office

    You have up to 14 days from reception of your order to exchange your item for another size or request a refund by handing it in to a post office.

    Return

    1. PREPARE YOUR PARCEL ENCLOSING THE DELIVERY NOTE

    Please complete the Returns Form received with your order advising us of the reason for your return and whether you want to change the size or a refund and the corresponding articles. Don't worry if you have lost the form, simply add a note advising us your name, address, email address, order number if known and your returns requests. Make sure you repack the items in its same condition as it was received and secure your parcel.

    2. ATTACH THE RETURNS LABEL IN A VISIBLE AREA ON THE PARCEL

    Please use the returns label we have provided for you in your order by sticking it on a visible area. If you haven't received or have lost the returns label then please contact our Customer Care team for a new label to be sent to you.

    3. HAND IN YOUR PARCEL AT ANY POST OFFICE

    Simply hand in your parcel to any post office. You can find a list of post offices near you here. Please allow us 3-7 working days to process any exchanges and refunds.

    Home collection

    You have up to 14 days from reception of your order to exchange your item for another size or request a refund. To do so, you can request a home collection and we will send a courier to collect your order

    This service costs £2.95

    Returns Home

    1. REQUEST A HOME COLLECTION

    If you are registered, go to Returns in the My Account section. Next, select the 'Home collection’ option and complete your request online.

    If you are not registered, go to the Orders section and enter your e-mail address and order number. In the order detail, click on 'Request exchange or refund' and select the ‘Home collection’ option to complete your request.

    You will be able to schedule the collection on a day you prefer. Remember collections can only be made during normal working hours, 9 a.m. to 5 p.m., Monday to Friday. Next, you will receive a confirmation e-mail with full details of your request.

    2. PREPARE YOUR PARCEL ENCLOSING THE DELIVERY NOTE

    Please complete the Returns Form received with your order advising us of the reason for your return and whether you want to change the size or a refund and the corresponding articles. Don't worry if you have lost the form, simply add a note advising us your name, address, email address, order number if known and your returns requests. Make sure you repack the items in its same condition as it was received and secure your parcel.

    3. WAIT FOR OUR COURIER TO COLLECT

    Our courier will contact you in the next few days to confirm a date and a time slot to collect the items. Once confirmed, please wait for the courier to come collect your parcel on the agreed day.

    Please allow us 3-7 working days to process your exchange or refund.

    What can't I return?

    Please note that all returned items will be inspected on their return and are expected to be in their original condition.
    Please note that in the interests of hygiene, earrings, eyelashes, tights and swimwear cannot be returned, unless they have remained in their original wrapping or are faulty.

    I was refunded the incorrect amount

    In the unlikely event that we have made a mistake exchanging or refunding your order, please contact our Customer Care team with your full name and order number so that we can deal with your query as soon as possible. 

    Have you received my returned items?

    As soon as your return has been processed by our warehouse, we'll email you to let you know.

    In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact our Customer Care team and we'll get back to you as soon as possible within office hours.

    Can I return my items using Collect+?

    Next to the item you ordered, please tick exchange and select one of reason codes. We are only able to exchange an item for the same item in a different colour/size or for the same value.

    Collect+ (UK Only) enables you to return your order at over 3,500 local stores most are open early 'til late, 7 days a week, making returns as convenient as possible for you!

    Enclose the delivery note within your parcel and Peel off the Collect+ returns label from the front of the delivery note and attach it to your parcel, ensuring any original delivery labels are covered.

    By using the collect+ label on the front of the delivery note, there will be a £3.10 charge to cover postage cost.

    Simply take your parcel to ANY of 3,500 local stores offering Collect+ services. You'll receive proof of postage and a code to track your return online.

PLEASE NOTE

During sale periods and promotions the delivery time may be longer than normal.

0161 834 4579

Monday to Friday from 9:30 to 17:30

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