Returns & refunds
A straightforward, reassuring process if an item needs to be returned.
Right of withdrawal
As a consumer, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order. You do not need to give a reason. After notifying us that you wish to withdraw, you have a further 14 days to send the item back.
How to proceed
You can start a return here or contact us using the contact form with your order number and the names of the items you wish to return. Wait for our return instructions before sending the item, as the return address depends on the specific product and the manufacturer's warehouse.
If you have a customer account, you can also start a return through your customer account.
The item should be returned unused and undamaged, with original tags and labels intact. You are only liable for any loss in value if the item has been handled more than necessary to establish its characteristics and function.
Return postage
You normally pay the return postage yourself. If the item is faulty, damaged on arrival or does not match your order, contact us as soon as possible so we can help with the next steps.
Exceptions
The right of withdrawal does not apply to personalised items, underwear and socks, or sealed hygiene products where the seal has been broken. Special exceptions may also apply to certain product groups; we will inform you if relevant to your item.
Refunds
Once we have received the item or evidence that it has been sent back, we refund the amount without undue delay and normally within 14 days. We may withhold the refund until the item has been received or you have provided evidence that it has been returned. The refund is made to the same payment method used for the purchase. If you withdraw from the purchase, we also refund the cost of the least expensive standard delivery option, if it was paid.
Exchanges, faults or incorrect items
Exchanges are handled as a return and a new order. If an item is faulty, damaged or incorrect, contact us with your order number and, if possible, photos so we can help.
Read about Delivery and find answers in our Frequently asked questions.