Can I exchange a product ?


Last updated 11/01/2019 05.17 PM

If you're looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.

- What are the basics?
- Returning your order
- What are the returns options?
- After you've returned

What are the basics?

You can return your item for an exchange within 28 days, as long as the new item has the same product code as the original product you ordered. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

You’ll know if the new item has the same product code as your original item, because the size or colour will be available in the drop down menu on the product page for the original item you ordered.

If the item is out of stock in the size or colour you have opted for, then a refund will be processed instead.

If you want a different item, the item you want is sold under a different product code, then you'll need to return the unwanted item for a refund and place a new order.

Returning your order

When you return your order, just pop your returns note in the parcel with the following details marked on it:

  • Your order number
  • Which items you’d like exchanged or refunded
  • The new size or colour you’d like of the items to be exchanged

If you need a new returns note, you can download and print a new one from the attachment on the right.

If you haven’t indicated on your returns note that you’d like an item exchanged or the new size or colour required, then we’ll automatically issue a refund for the returned item.

What are the returns options?

We offer 7 different returns options for UK customers. For more information on how each of these services work, please click below:

  • Collect+- Return via a Collect+ location.
    •     Doddle - Return via a Doddle store location.
    •     Hermes - Return via a Hermes Parcel Shop location.
    •     Hermes - Book a courier collection to collect Monday to Saturday.
    •     InPost - Return via any InPost Parcel locker location.
    •     toyou - Return via a toyou/ASDA store location.
    •     Royal Mail - Return via a Post Office location.

If none of these options are suitable then you can make your own arrangements through any postal carrier. Please note you’ll have to cover the postage costs yourself if you choose to make your own arrangements.

After you've returned

We'll send you an email to let you know once we've received your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll drop you another email once your new item has left our warehouse.

Any exchanged items will be sent to the original delivery address using the same delivery service as your original order. If your original order was sent on our Evening Next Day or Precise Delivery services, your exchange will be sent out on our Next Day Delivery service.

If we’ve refunded you for any items, the funds can take up to 5 working days to appear in your account depending on your bank/card issuer.