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.
Any items bought as gifts from 13th October, 2014 can be returned until the 16th of January 2015 for an exchange or a refund. The extended Christmas returns period applies to all products that can normally be returned for exchange or refund, in line with our usual returns policy. Your statutory rights are not affected by this policy.
Returns are free!
Our Free Returns policy means you can return things from anywhere in the UK for any reason, at our cost, for a refund or an exchange; you just need to return it, unused, within 30 days of the despatch date. For information on returning overseas orders please go to International Delivery.Furthermore, in the event that our Free Return options are not available in your area (see below), we may ask you to return your items to us yourself along with a receipt for the cost of postage incurred; we will then reimburse you for this on receipt of your parcel.
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offer threshold or the threshold for free delivery, your refund will be adjusted to reflect the fact that the offer is no longer valid.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 affix the Collect+ label (from the bottom of your delivery note) and drop the parcel at your nearest Collect+ store. If you no longer have your Collect+ label, you can download a new one at www.collectplus.co.uk/gltc.
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 0344 848 6000 or sending an email to firstname.lastname@example.org
0344 848 6000
Mon-Fri 8am - 8pm
Sat, Sun and Bank Holidays 10am - 4pm
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