How can I return an item?

Online

Arranging your returns online is easy. Simply sign into your account and navigate to your dashboard by clicking on your initials at the top of the page.
From here, click on ‘My Orders’ from the Account Dashboard menu and you will be presented with your full order history.

Click on the ‘Returns’ tab and hit the’ Request Return’ button. This will bring up a list of all returnable items. This screen will also show any unreturnable items (i.e. restricted substances and hazardous items) and any applicable fees related to your returns.

You can now select the items you wish to return, the quantity and the reason for return from a list of drop-down options. The selected products will drop into a Returns cart which can be viewed at the bottom of the page. Once you are happy, hit the Confirm button.

On the next screen you can add your preferred pickup date and any additional information you wish to provide regarding the collection.
Once you’ve entered your name and email address, you can hit ‘Confirm Your Return’.

Our Customer Service team will email a label to the email address that you entered on the “Finalise Return” page. You just need to make sure your products are securely packaged in an outer box with enough filling to prevent the contents being damaged. Secure the label to outside of the box and wait for the courier to collect your parcel on the day that you selected.

Talk to our team

If you need support with your online returns, you can use our Live Chat to speak to a member of our customer service team.

If you would prefer to speak to somebody over the phone, please call our Customer Services team on 0800 028 1181 (Option 4) to authorise the return. Goods cannot be accepted for credit or exchange without a returns authorisation. Please see our full terms and conditions of sale for more details.

Returns conditions

Items must be returned within 30 days of delivery together with a returns authorisation. Goods returned as unwanted must be in a condition suitable for resale, unused and inclusive of all original packaging, instructions, guarantee cards and accessories.

If goods are damaged when received, you must inform our Customer Service team within 3 days. We will then arrange to collect the damaged products and send out replacements.