Returns & exchanges
Our ‘no quibble’ returns guarantee
We hope that you are delighted with everything you buy from us, but we also understand that there will be times you need to return items.
If you’re not happy with something you receive from us for any reason then please return it to us using our Free Returns service and we’ll be happy to exchange it or refund you. However there are a couple of things we really can’t exchange or refund:
- Personalised products
- Self-assembly items which have been assembled or part-assembled are excluded unless they are damaged or faulty.
- Mattresses, bedding, toilet accessories, car seats or personal grooming products once the packaging has been opened (due to hygiene and safety reasons).
None of the above affects your statutory rights.
Returns are free!
Our Free Returns policy means you can return things for any reason at our cost for a refund or an exchange; you just need to return it, unused and in its original packaging, within 30 days of the despatch date.
Please note that if an item is returned which brings the value of your order below an offer threshold or the threshold for free delivery, your refund will be adjusted to reflect the fact that the offer is no longer valid.
We aim to refund or replace your item within 24 hours of receipt at our warehouse, but please note that it may take up to 10 days for goods to get to us through the carrier networks.
What to do:
To make returning unwanted items as easy as possible for you, we have a number of options available, all of which are completely free of charge.
1. Returning by Freepost
To return goods by post, simply fill out the Returns Form on the reverse of your despatch note and send it back with the item to:
Phase 1 Prolog
If you don’t have a Returns Form handy, you can get one here: Download a returns form.
2. Collect+ service
Alternatively, you can try our fantastic new Collect+ service – a convenient way for customers to return parcels through a network of around 3,800 local convenience stores in the UK. This service is available for parcels within airline cabin baggage size guidelines (50x30x30cm, and up to 10kg in weight).
Collect+ stores are open from early until late, 7 days a week, so it may be a more convenient option for you. The Collect+ store will give you a tracking number so you can be sure your return won’t get lost.
To use this service simply contact us for a Collect+ returns label (which we can email to you), pop the label on the parcel and drop it off at your local Collect+ store. Go to www.collectplus.co.uk/storefinder to find your nearest store.
3. Courier Collection
For items that are too heavy or inconvenient for you to take to the post-office, please contact our Customer Services team who will arrange a free of charge collection on a working day of your choice.
If you need any help or advice about the best way to return items to us, please feel free to contact our Customer Services team by calling 0844 848 6000 or sending an email to firstname.lastname@example.org