Returning orders to us is easy. Whatever your reason, we offer a refund or exchange within 14 days of delivery or collection.
We offer a selection of ways for you to return items, details of which are below. Please note that you remain responsible for the items until they reach us.
Unless faulty, items returned must be returned in their original packaging and in a re-saleable condition.
If you wish to exchange an item, this can be done in store. If not returned via one of our stores, we can only offer a refund.
PayPal or Apple Pay payments cannot be refunded in store and have to be processed by our Web Returns team. You can still return items to store, where they will be returned for free to the Web Returns team on your behalf.
Delivery charges will be refunded in cases where the goods are faulty. If an entire order is cancelled within the 14 day cancellation period then the standard delivery charge will be refunded. If you chose to pay extra for an expedited delivery service, we will only refund the cost of a standard delivery. Please note that if you keep part of an order (including any free gifts), you may not be entitled to any refund of the delivery charge.
Used faulty goods must be returned in clean condition to be accepted for a refund. This is to ensure the health and safety of the teams handling returns. This does not affect your statutory rights.
Returns Methods
IN-STORE
All items can be returned to our store for FREE. Just take the goods you want to return accompanied with the dispatch note or receipt and the store team will be happy to assist you.
If you paid using a credit or debit card please make sure you have this with you so we can process a refund. The time banks take to process payments can vary. Please allow 5 working days for a refund to appear in your account.
If you paid using Klarna, PayPal or Apple Pay, we’ll send the items to our Web Returns team on your behalf free of charge. Once received they will process your return. Any replacement items will be sent to the same store or address as the original order.
1 Pickup point address: Unit 2, Petham Court Farm, Petham Court, SWANLEY, BR8 8DL
2 Pickup point address: 11 Glenalmond Road, London, HA3 9JY
BY POST
You can make your own arrangements through any postal carrier. We recommend you use a service that can provide proof of postage as the items remain your responsibility until we receive your parcel. Some services offer levels of compensation in case your parcel becomes lost or damaged. We suggest this is considered especially when returning high value items.
Please address returns parcels to:
1 Pickup point address: Unit 2, Petham Court Farm, Petham Court, SWANLEY, BR8 8DL
2 Pickup point address: 11 Glenalmond Road, London, HA3 9JY
