to request a return after your order arrives
we email you a prepaid Royal Mail label
processed within 5 working days of your parcel arriving back
How it works
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1
Sign in to your account
Go to Sign in and enter the email address you used for your order — we'll email you a secure sign-in link, so there's no password to remember. This works even if you checked out as a guest.
See what this looks like
Your account overview — Orders and Returns are in the left-hand menu. -
2
Open the order and click “Return items”
Choose Orders from the account menu, open the order the items arrived on and click Return items at the top of the page. You'll see the button on completed orders that are still inside the 14-day return window.
See what this looks like
The order page — Return items is at the top right, next to the invoice download. -
3
Choose the items and submit
Tick the items you're sending back, set the quantity and pick a reason for each one, then click Submit return request. Our team reviews it and emails you — you can follow progress at any time under Returns in your account.
See what this looks like
The return form — tick each item, choose a quantity and reason, then submit. -
4
Post it back — for free
Once approved, your email arrives with everything you need: a prepaid Royal Mail returns label, a return slip and a QR code. Put the slip inside the parcel, fix the label to the outside — or, if you don't have a printer, show the QR code at any Post Office and they'll print it for you. Then drop the parcel at any Post Office, Parcelshop, parcel locker or postbox.
See the approval email
The approval email — your label, return slip and QR code are attached.
Your label is tracked, so you can follow the parcel back to us. If you drop it off at a Post Office, ask for proof of postage and keep it until your refund has been completed.
Faulty, damaged or wrong item?
Use the same steps above and pick the matching reason (for example “Item is damaged or faulty” or “Wrong item was delivered”), using the remark to tell us what happened. Prefer to talk it through first? Email our contact form with your order reference and, where possible, a photo of the issue — we'll arrange a replacement, repair or refund.
When you'll get your refund
We process approved refunds within 5 working days of receiving and inspecting your return, always back to your original payment method. Depending on your bank or payment provider, it can take a further 3–5 working days to show on your statement.
More information
This page is a summary of our returns process, and it applies to every customer — personal or business, the same rules. Full details — including our quality promise, exclusions and your statutory rights — are in our Returns Policy and Terms & Conditions.