Our returns guarantee
We hope you're delighted with everything you buy from us, but we do understand that you may need to return things sometimes.
So if you're not happy with something you receive from us for any reason, you can return it for refund; just make sure you return your order unused within 30 days of the despatch date in its original packaging.
Please note we cannot return or replace the following:
- Any GLTC product bought from a partner retailer; please return them to the store or site where the original purchase was made
- Personalised products
- Self-assembly items which have been assembled or part-assembled are excluded unless they are damaged or faulty
- Mattresses or bedding once the packaging has been opened (due to hygiene reasons).
- Wallpaper rolls where the packaging has been opened or damaged.
None of the above affects your statutory rights.
Returns are free!
Our Free Returns policy means you can return things from anywhere in the UK excluding the Republic of Ireland for any reason, at our cost, for a refund or a replacement; you just need to return it, unused, within 30 days of the despatch date in its original packaging. 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offer threshold or the threshold for free delivery, your refund will be adjusted to reflect the fact that the offer is no longer valid.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 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 email@example.com