What's your returns policy?
In short: if you bought online or by phone, you have 14 days from delivery to return an item, provided it is unused and in its original packaging. Here is a quick overview of how it works.
The key points
- 14 days to return. Online and phone orders can be returned within 14 days of delivery.
- Unused and in original packaging. Items should be unused and in a re-saleable condition.
- Returning the item. You cover the cost of returning it, or you can ask us about arranging a collection.
- Your refund. We refund you within 14 days of receiving the item back, to your original payment method.
- Some exceptions. Custom-made items, and mattresses, bedding or upholstery once unsealed, cannot be returned.
- In-store purchases are final. Returns or exchanges in store are only at our discretion.
Faulty or damaged items are different
If your item is faulty or arrived damaged, this is handled separately and your statutory rights are not affected. Please see my order is damaged.
Good to know
Nothing here affects your statutory rights under the Consumer Rights Act 2015. To start a return, just contact our customer services team and we will guide you through it.
Related questions
Need to return something?
Our customer services team will talk you through it.
Call customer services on 07399 438 386 (9am-5pm, Monday to Friday), or email customer services.
