Returns, exchanges, refunds
CHANGES TO OUR RETURNS POLICY
We know that it might not be as easy for our customers return items at the moment, so we have decided to extend our returns period to 120 days to make this easier. Otherwise, we're doing everything that we can to maintain a business as normal approach for as long as possible, there may inevitably be some delays in our services but at the moment the website is running as normal and we're working closely with our couriers to make sure there's as little disruption to your orders as possible.
We would like to apologise in advance for any inconvenience, and to thank you for your understanding given the extraordinary circumstances that we're all going through.
We will provide further updates as and when we are able to, but for now please rest assured that we are doing everything that we can to run our business as efficiently, safely and responsibly as possible.For those wanting to refund or exchange items, we offer various returns options to make getting your items back to us as easy as possible.
We guarantee to refund or exchange any item that you’re not completely happy with within 14 days of the date on your receipt. Any items being returned must arrive back to us in an unused and sellable condition.
We aim to process all returns within 7 days of receiving the goods back in our warehouse. Please make sure that you fill out the returns form enclosed with your order when sending any items back to us, this will help to avoid any delays and speed up the returns process.
For more information on our returns process, please visit our Terms and Conditions.
Collect +Our CollectPlus service allows you to return parcels via local shops, petrol stations, universities and shopping centers when it is convenient to you.
Returning by CollectPlusSimply fill in the pre-paid returns label inside your parcel (or download one below), remove any outgoing delivery labels and drop off your items at your local CollectPlus location. You’ll be given a receipt and tracking number, which you can use to track the progress of your parcel here.
Returning an item via CollectPlus costs £2.50. You won’t have to pay CollectPlus to return the parcel, but £2.50 will be deducted from your refund. If you’re returning a faulty item/for an exchange then the exchange is free of charge.
Find your closest dropoff point using the store locator. CollectPlus can’t accept any responsibility for parcels handed into a store without a CollectPlus label.
Download your pre-paid returns label here
Return your order at Asda using their toyou serviceYou can return your order at over 600 Asda locations using the toyou service. Attach the toyou label included in your parcel (download one below or print in store) and take it into your most convenient Asda location and toyou will do the rest!
Once you’ve handed in your return, you’ll get a receipt which you can use to track the progress of your parcel on the toyou website.
Download your toyou label here.
Returning by postTo return an item by post, just fill out the returns form you received with your order, repackage the items with the form and follow the instructions. Please keep hold of the receipt that you are given upon returning your items, as this is your proof of postage. Make sure your items are secure and properly labelled to ensure they get back to us safely.
UK CustomersPlease return items using the returns label attached to the returns form enclosed with your order. The cost of returning item(s) to us is £2.50. You won’t have to pay upfront, but £2.50 will be deducted from the amount we refund to you (unless you are returning a faulty item or returning for an exchange which is free of charge).
If you choose to use any other returns method, you will be liable for the full cost.
International CustomersFollow the returns by post instructions above and return parcels using your local postal services to:
Website Returns Departmen
Touchet Hall Rd
Stakehill Industrial Estate
You will be responsible for the cost of returning the item(s) to us.
RefundsIf you’d like a refund, these will be given at the original purchase price (excluding initial delivery charge) and returned to your original method of payment.
On rare occasions, some refunds may take longer than expected to process, however all refunds will be processed within 30 working days. Once your order has been refunded you will receive an email confirmation.
For information on refunds please see our Terms and Conditions
ExchangesIf for any reason your order arrives and it’s the wrong size or colour, then simply fill out the exchange section of our returns form (included in your order) and send everything back to us by post to the address listed above.
If there’s a price difference between what you purchased originally and the exchange product, we’ll either refund the difference or give you a phone call to take the additional payment.
Unfortunately, we can only offer exchanges within the UK.