Returns Information

UK Refunds and returns

You have a statutory legal right to return your purchase within 14 calendar days from receipt of the goods; however we offer a promise which extends this period.

If for whatever reason you are unhappy with your purchase, items can be returned to us in their original condition within 30 days for free.

Arranging a return

  1. Simply complete the returns form enclosed within your order package by adding your returns code and send it back to us along with any items you want to return.
  2. Attach the pre-paid returns label provided onto your parcel. 
  3. Take your return to a Post Office and obtain a proof of postage receipt.

For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items. The parcel is your responsibility until it reaches our warehouse, so please ensure you retain proof of postage as we cannot be held liable for any items lost in transit.

We will email you to let you know when your refund has been processed. Returns will be processed within 7 working days of the date of return and are refunded back to your original payment method. Please allow up to 7 days for your return to be credited to your account.

Please note that we are unable to accept returns at our retail shops for items purchased either online or by telephone.

Full details on how to return an order are also shown on your returns form enclosed within your order package.

International refunds and returns

You have a statutory legal right to return your purchase within 14 calendar days from receipt of the goods; however we offer a promise which extends this period.

If for whatever reason you are unhappy with your purchase, items can be returned to us in their original condition within 30 days . For customers ordering outside of the UK, Inbound postage and packaging charges will be at the cost of the customer.

Arranging a return

  1. Simply complete the returns form enclosed within your order package
  2. Attach the returns label provided onto your parcel. 
  3. Take your return to a Post Office and obtain a proof of postage receipt.

For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items. The parcel is your responsibility until it reaches our warehouse, so please ensure you retain proof of postage as we cannot be held liable for any items lost in transit.

We will email you to let you know when your refund has been processed. Returns will be processed within 7 working days of the date of return and are refunded back to your original payment method. Please allow up to 7 days for your return to be credited to your account.

Please note that we are unable to accept returns at our retail shops for items purchased either online or by telephone.

Full details on how to return an order are also shown on your advice note enclosed within your order package.

Return restrictions

Our returns promise does not apply to:

  • DVDs, CDs or computer software once you have opened them 
  • Perishable products (e.g. food and flowers) 
  • Periodicals or magazines 

If you receive damaged products or the wrong product is sent to you, you should notify us as soon as possible. You may return the products for a full refund. Any such refund will include all postage and packaging charges which have reasonably been incurred by the customer. To arrange please contact our mail order customer services department on 0300 300 9916 (from the UK) or  +44 1375 484577 (from outside the UK). Lines are open 8am - 6pm Monday - Friday.

 

Shop returns

The easiest and most cost effective way to return a product that you have purchased in a shop is to take it back to the shop of purchase.  Our volunteers in the shop can then either refund or replace the item.

If you purchased your product whilst on holiday please either email us or phone 0300 300 9913 and our Customer Services team will be pleased to advise you of the options available.

Please note that we are currently not able to accept returns at our shops for items purchased either online or by telephone.

Cancelling an order

In most circumstances it's not possible to make changes to an order. If it is too late to cancel your delivery, any unwanted items will need to be returned as outlined in our returns policy. 

To change details of your delivery address, remove items or cancel it completely; please contact our customer service team as soon as possible, quoting your order number. We are unable to guaranteed that any changes can be made once an order has been placed.

If you cancel your order in accordance with this policy, we will refund the relevant part of the purchase price for that item and the item’s normal delivery charge. Please note, if you are only returning part of the order, then we are not obliged to repay any of the delivery charge. You must take reasonable care of the goods until they are returned to us.

Please note that alongside your rights above, by law, customers in the European Union also have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.

To cancel your purchase within the fourteen-working-day cooling-off period, the above procedures should be followed. 

This returns policy does not affect your statutory rights. For information on your statutory rights and your right to withdraw from your purchase within the fourteen working day cooling-off period, visit the Department of Trade and Industry's Consumer Gateway web site at www.consumerdirect.gov.uk.