Shipping & returns
Returns FAQs — Online Orders & Click & Collect
Can I return an online order?
Yes. You have 14 days from receiving your order to change your mind, plus another 14 days to send it back (Consumer Contracts Regulations 2013).
What condition must returned items be in?
Items should be in resellable condition—unused, with tags and original packaging.
You may inspect items as you would in-store, but excessive handling may reduce your refund.
Who pays for return postage?
If you’re returning an item because you changed your mind, you pay for return postage.
Click & Collect orders may be returned in-store for free.
How do I start an online return?
Email [email protected] with:
- your order number
- date of purchase
- item(s) you want to return
- reason for return
- your contact phone number
You can also begin a return via your online account.
How long do refunds take?
Refunds are processed within 14 days of receiving your return (or proof of postage).
Refunds go back to your original payment method and include standard shipping costs.
Returns FAQs — In-Store Purchases
Can I return something bought in-store?
You don’t have a legal right to return an in-store purchase just because you changed your mind.
Do you offer a goodwill return policy?
Yes. We offer 28 days to return items for an exchange or store credit, provided they are unused, in resellable condition, and you have a receipt.
Faulty or Incorrect Items FAQs
What if my item is faulty, damaged, or incorrect?
All faulty or incorrect items are protected under the Consumer Rights Act 2015.
Items must be of satisfactory quality, fit for purpose, and as described.
What are my rights for faulty goods?
Within 30 days:
You can reject the item for a full refund.
30 days to 6 months:
We’ll offer a repair or replacement first.
If this isn’t possible or effective, you can choose a refund (minus use) or a price reduction.
After 6 months:
You may still request repair, replacement, or refund, but the fault must be shown to have existed at purchase.
Do you cover return postage for faulty items?
Yes. We provide a pre-paid return label or reimburse your return postage.
Exceptions FAQs
Are there items I cannot return unless they’re faulty?
Yes, we cannot accept returns for change of mind on:
Special order items
Custom or personalised goods
Perishable items
Hygiene-sensitive products with broken seals
CDs, DVDs, or software once unsealed
Need More Help?
If you can’t find what you’re looking for, please email [email protected] and we’ll be happy to assist.