If you are not completely satisfied with the items you purchased on our website, we are happy to offer a refund within 28 days of purchase. We regret that postage and packaging cannot be refunded. Unfortunately, we cannot process exchanges online but they can be in stores.
For hygiene reasons we have a no returns policy on underwear, swimwear and selected jewellery.
UK Customers - Can choose one of the 2 options below
Option 1: Return to store
If you choose to return your items to one of our store please enter the reason code in the returns form enclosed in your parcel and take this along with your items to any of our stores (with the exception of any, Outlet / Discount / Factory stores, Channel Islands and Erire). To find your local store please click here.
PayPal Customers - Unfortunately we are unable to process refunds to your PayPal account in our stores, you can exchange your items bought via PayPal in any of our stores as usual. If you would like a full refund to your PayPal account you should return your items with the returns form contained within your parcel to our Web Returns department via postal service or Collect+.
eBay, Amazon, Rakuten and Other Marketplaces
Goods purchased from ebay, Amazon & Rakuten cannot be refunded in store and must be returned to web returns for a refund using the returns label on your Dispatch Note. However you can exchange in store.
Option 2: RETURNING UNWANTED OR FAULTY ITEMS
If you are not completely satisfied with the items you purchased on our website we are happy to offer a refund. We regret that the original postage and packaging cannot be refunded. Unfortunately, we cannot process exchanges online but they can be exchanged in stores.
For hygiene reasons we cannot accept returns for underwear, swimwear and selected jewellery.
Should you wish to return an item, please email the following:
Please title your email “WEB RETURN” and include the following information in the body of your email:
ORDER NUMBER (e.g.: WEB123456)
PRODUCT CODE for the item(s) you wish to return (this can be found on the dispatch note)
ADDRESS from original the order
Once we receive this information we will email you a returns label with instructions on how to return the item(s)
Please package your returns securely and ensure that the original paperwork is included in the parcel. We aim to process all returns within 3 working days of receiving the item at our returns centre.
Should you have any questions regarding your returns please email email@example.com
This returns policy does not affect your statutory rights. Please see below for full terms and conditions.
1. YOUR CONSUMER RIGHT OF RETURN AND REFUND
This clause 1 only applies if you are a consumer.
1.1 If you are a consumer, you have a legal right to cancel a Contract.The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 replace the Distance Selling Regulations from 13 June 2014 and your right to cancel is now set out in the new regulations.There are some changes in the way the new regulations work so we suggest that you read this policy carefully.The period during which you can cancel is set out below inclause1.2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office. In the interest of hygiene we will not be able to accept the return of underwear, swimwear, pierced jewellery or cosmetics unless they were of unsatisfactory quality when we sent them to you.
1.2 Your legal right to cancel a Contract starts from the date of the dispatch confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:
End of the cancellation period
Your Contract is for a single Product (which is not delivered in installments on separate days).
The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
one Product which is delivered in installments on separate days.
multiple Products which are delivered on separate days.
The end date is 14 daysafter the day on which you receive the last installment of the Product or the last of the separate Products ordered.
Example:if we provide you with a Dispatch Confirmation on 1 January and you receive the first installment of your Product or the first of your separate Products on 10 January and the last installment or last separate Product on 15 January you may cancel in respect of all installments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.
The end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with a Dispatch Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.
1.3 To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to e-mail us at firstname.lastname@example.org or contact our Customer Services team by telephone on 0845 013 5458. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
1.4 If you cancel your Contract we will:
1.4.1 Refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. For example, if you have removed the tags.
1.4.2 Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within [3-5] days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
1.4.3 Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
220.127.116.11 If you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.For information about how to return a Product to us, seeclause1.7;
18.104.22.168 If you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
1.5 If you have returned the Products to us under thisclause1because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.See clause 1.8 below for further information about returning faulty products.
1.6 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.
1.7 If a Product has been delivered to you before you decide to cancel your Contract:
1.7.1 Then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. We offer a free returns service for UK customers and you should follow the instructions on the delivery note included on your order.You can also return products in store and if you want to do this you should go to your nearest store and take your dispatch note and receipt with you.You will also need to take the card you used to purchase your order.The actual cardholder needs to be present when the refund is processed. Non UK orders must be returned at your own cost. We recommend that you use a trackable postal service as we cannot be held responsible for any loss or damage during transit.;
1.8 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause1or anything else in our Terms and Conditions. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.