Our extended Christmas returns policy is valid from 4 November 2019 and you'll have until 31 January 2020 to return items purchased during this time. Standard restrictions apply. Our goodwill policy does not affect your statutory rights.

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.

Restrictions apply, please see “Return restrictions” section for further details.

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.

Restrictions apply, please see “Return restrictions” section for further details.

Multibuy promotions

If you return a single item bought as part of a multibuy discount offer (for example 'buy 2 for £18.00') you will be refunded the full price of the returned item less the total discount given in the offer (for example, if the items were each £12 if bought individually then the refund would be £12 for the single item returned minus the total discount offer of £6 = total refund of £6).
If you return all items purchased as part of a multibuy discount offer you will be refunded with the full multibuy value (for example if you return both items purchased under the ‘buy 2 for £18.00 offer, the total refund will be £18.00).

Spend and Save Promotions

All of our Spend and Save Promotions have a minimum spend (for example ‘Spend £50 save 10%’, ‘Spend £75 save 15%’ and ‘Spend £100 save 20%’). Please see the Promotions Policy for further details.
If you place an order using a Spend and Save Promotion code then return an item from that order which brings the total of your order to less than the minimum spend for that Spend and Save Promotion then the terms of that promotion have no longer been met and your refund will be adjusted to the price you actually paid for the item minus the total discount offer.

For example:
Spend and Save Promotion: Spend £50 save 10%
Order total (before promotion applied): £60
Order total (after promotion applied): £54 (discount of 10% = £6)
Returned item: £20 (before promotion applied) or £18 (after promotion applied).
Refund of £18 - £6 = £12.

If you return all items purchased as part of a Spend and Save Promotion you will be refunded the amount you paid for your order. For example, using the example above, you would be refunded £54.

Standard restrictions apply, please see “Return restrictions” section for further details.

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.

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 
• memberships
• donations made to RNLI, including any RNLI Lifesaving Gifts (virtual gifts) purchased.

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.

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.

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.