This page sets out our policies regarding return of, and refunds for, products you have purchased from us.
Returning a product because you’ve changed your mind about buying
If you change your mind about a product you’ve bought from us, we give you up to 14 days to return or exchange it, subject to our terms and conditions.
The item must:
- be unused and in the same condition as when we sent it to you (with all labels and tags attached) so that it can be resold at full price
- not have been registered with the manufacturer
- not contain personal information or be customised for your preferences
You must also provide proof of purchase, such as a receipt, invoice or delivery note.
If you are in the UK or the EU and have bought through our website or by telephone, we’ll refund the standard delivery charge you paid if the full order is returned within 14 days. If you are only returning some of the items in your order, then we will only refund the cost of delivery of those items.
There are some products that you cannot exchange or return unless they are faulty or not as described (see below).
Exchanging an item for another
To exchange an item, take it to any of our shops with proof of purchase and subject to availability, we’ll exchange it for the product you would like.
If there is a difference in price between the products, we’ll either give you a refund or ask you to pay the difference.
We’re not able to exchange a product that you return by courier or by post. Instead, we’ll refund you and you’ll have to place a new order.
Returning a gift
To return a product that was given to you as a gift, please take the gift and proof of purchase to any of our shops.
As long as you meet the terms and conditions of our returns policy, we’ll either exchange your gift or refund the price paid to a gift card.
We are unable to accept products unless the return complies with our returns policy, so please keep the receipt or order confirmation safely, and return the gift as soon as possible.
Faulty products
If you believe that you have a faulty product, or that your product is not as we described, please contact us.
If it is an electronic product, before returning it, please remove any personal data and disable any security features.
If your product develops a fault within 30 days of purchase, please return it with proof of purchase and we’ll exchange or refund it.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
If we repair or replace a product, you have no additional claim against us either under this agreement or by statute or common law, in respect of the defect.
Products not eligible for returns unless faulty
Not all products can be returned unless they are faulty or not as described. These include:
- Products that fail to meet our terms and conditions, including those that:
- you received over 14 days ago
- have been opened or unsealed (other than where necessary to inspect)
- without original packaging or labels (or with labels in poor condition)
- in poor condition
- containing your personal data
- have been registered with the manufacturer to you
- Gift cards
- CDs, DVDs, Blu-Ray discs or vinyl records that have been opened
- Perishable goods that contain food products
- Goods that have an expiry date
- Computer software that has been opened or redeemed
- Products personalised for you or made to your specific requirements
- Products that cannot be returned for hygiene reasons [including pierced earrings, face coverings, swimwear (where the hygiene seal has been removed), lingerie and underwear, mattresses and bedding, and beauty and personal care products].
Returning products to us by post
When you return a product to us by post, you return it at your risk. We advise that you use a tracked courier or postal service.
We do not refund you for the cost of returning a product to us unless it is faulty. If it is faulty, please contact us before sending it so that we can arrange to refund the cost of returning it to us.
If you have ordered online, the invoice or delivery note must give your name and address and your order number. Without this information we cannot trace who has returned the goods and who we should refund.
Please return products as far as possible in their original condition and with all packaging and labels, and securely wrapped so as to protect the products during transport.
How long it takes to refund you
If you take the product to one of our shops, provided one of our specialists does not need to inspect it, we’ll issue a refund immediately.
We only process refunds after the item has been inspected carefully by one of our specialists. This can take up to 14 days.
For returns made by post or by courier, we issue a refund once the product comes back into our warehouse.
It can take up to 14 days (but usually sooner) for the money to be returned into your bank account.
How we refund you
The way you originally paid for the product determines how we refund you.
Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we may be unable to process a refund. Please ensure that you provide us with your receipt, despatch note or order confirmation.
If you paid by cash in store, we’ll refund you in cash. A refund in cash does not affect your statutory rights.
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
If you return the product to one of our shops, please take the same card originally used to make the purchase. If you don’t have the card, then we’ll treat the return as if it were a gift.
If you return the product to one of our shops, please your device, wallet or payment account number so we know where to refund the purchase.
If you used a gift card in store, we’ll refund you with another gift card. Alternatively, you may exchange the item.
If you paid online using [PayPal, Apple Pay, an electronic payment system] then we refund that account as soon as possible (usually straight away unless the product needs to be inspected).
If you bought online with a gift card or voucher, we’ll refund the amount owed to you with online credit to your account with us. When you next order from us, you’ll be able to use any credit in your account. Credit does not expire.
Purchases from outside the UK
If you decide that you don’t want to keep your purchase, provided it is eligible for return, you may return it to us with 14 days for a refund.
You will need to return the item with proof of purchase, undamaged, unused and in its original condition.
We expect you to bear the costs of returning any unwanted item.
If you are an EU citizen returning the item from an EU country, as well as the cost of the product, we will refund you for the original standard delivery charge (if applicable) as well.
We do not refund you the cost of customs duties.
If you do not accept or collect an item from your local customs, it will be returned to us and we will refund you within 14 days after we receive the product.
If the product is faulty, or not as described, please contact us.