Extended Returns Policy
We are extending our 28 day return policy to 100 days for orders placed from 1st March 2020.
We’ll be reviewing this policy in line with government announcements, so if 100 days isn’t enough, we’ll extend it again. But we’re all hoping 100 days will be plenty!
We want you to be completely satisfied with your new purchase from us.
If for any reason you are not happy with your items, you can return them to us, unworn, in their original packaging within 28 days for a refund of the amount you paid for the item (excluding P&P, unless faulty).
Your free returns label is included on your delivery note. If you cannot locate your returns label or you need another copy, please request one from our Customer Care team, noting your order number in your message.
How to return an item
To make returns even easier you'll find a returns note in your parcel. Here's what you need to do;
- If you can, re-use the postal bag/box in which your order was sent, or (if you opened the parcel a little too excitedly!) pack securely to ensure that the goods arrive back to our warehouse in the same condition in which they were delivered.
- Don' forget to include your returns note, telling us why you're returning your item(s). Cut out the pre-paid address label and affix it to your parcel.
- Take your parcel to your nearest post office and ask for a receipt or proof of postage
Once we have received the goods into our warehouse they will be quality checked and a refund made to the original card used to purchase within 14 days (though often much quicker than this).
IMPORTANT: Please note that Royal Mail impose a 5kg weight limit on this Returns service. If your parcel exceeds this weight, please contact our customer care team
Making an exchange
If you'd like to make an exchange then use the free delivery code supplied on your returns note to place a new order (codes are valid for 28 days from the date your original order was placed) and complete your return as normal.
Return to store
You can also return your purchase to any store listed on our store locator (please check opening times). Make sure that you bring your returns note with you as proof of purchase, or we will be unable to process your refund. If you would like a replacement item from in store, this can be done with our store team.
Click & Collect returns
You can return your Click & Collect order by post with the returns note enclosed with your parcel (following the steps above), or at any of the stores listed on our store locator. If returning to store please ensure you bring your returns note with you as proof of purchase.
If your item(s) appear to be faulty, please follow the returns procedure as above, noting on the returns form what the fault is. When we receive the goods we will inspect them and, if they are found to be faulty or substandard, will process a refund as soon as possible. The 28 day restriction does not apply to faulty goods; please contact our customer care team for more information.
If you require a replacement pair, please place your order in the normal way.
Items received as gifts
If the original purchaser is arranging the return or exchange, please use the returns note included in the original delivery.
If the gift recipient is arranging the return, please contact our customer care team for a gift returns note. Please note, exchanges can be made directly by the recipient however refunds will only be issued to the original purchaser.
If a refund is requested, proof of purchase must be supplied (if purchased in store a till receipt or an order number for online purchases).
If you need any further help please contact our customer care team