EN
Returns Faq
What if the carrier is not able to collect my return?
There’s no label in the box, how do I return my order?
I purchased online, can I return to a retail store?
I purchased in a retail store, can I return online?
Can I return an item for an exchange instead of a refund?
How do I create a return label?
Where can I find my order number?
What can I do if I am unable to print my returns label?
Have you received my returned items?
When will I receive my refund?
When will orders to Northern Ireland recommence?
Can I return an item for an exchange instead of a refund?
How can I request a size exchange?
Are there any additional costs for a size exchange?
How long will it take to receive the new size?
Are all items eligible for size exchanges?
What happens if the size I need for an exchange is no longer available?
Can I exchange multiple items from the same order?
What Is Your Return Policy?
Returning an item to us is quick, easy and free. If for any reason you are not happy with a product you’ve purchased, you can return it to us within 30 days for a refund. Once we’ve inspected the item, we’ll refund the price you paid, back to your original payment method.
There’s no need to contact us if you would like to return something – just click here and select ‘check status’. You will then have the choice to take the parcel to a local Yodel drop off point or to arrange for it to be collected – easy! Check out our Return Instructions for full details of how to complete a return.
If you’d like a different size, colour or item, please return the product to us and place a new order.
We do our best to accept all returns, however, should an item be in unsuitable condition, we may have to send it back to you.
It normally takes around 14 days for us to receive and refund your parcel – we’ll drop you an email once we’ve received it. Depending upon your card issuer, it can take up to 10 days for the refund to show in your account.
What If The Carrier Is Not Able To Collect My Return?
If for any reason your package is not collected on the day you’ve booked, please follow our usual returns instructions and book in another pick up free of charge.
There's No Label In The Box. How Do I Return My Order?
To get a free returns label, please click here, enter your order number and email address, and follow the easy steps to book in a return.
I Purchased Online, Can I Return To A Retail Store?
Online purchases should be returned directly to our online store. It’s free and simple to return to us – just click here for details.
I Purchased In A Retail Store, Can I Return Online?
We are unable to accept returned items from retail stores. Please check here to find your nearest store to return to.
If you have difficulty getting to a store, just call the store you purchased from, who will be able to help you. Alternatively, contact us and we’ll be happy to help.
Can I Return An Item For An Exchange Instead Of A Refund?
We are unable to offer an exchange - if you would like a different size, colour or item, please return the product to us and place a new order.
How Do I Create A Return Label?
Just click here and select ‘check status’ to create and print a returns label. All you need is your order number and billing zip code used when you placed the order.
Where Can I Find My Order Number?
You can view your order number on the order or shipping confirmation email we sent to you. If you are an account holder, you can log into My Account and click on Orders to view your order number.
Your order number is a sequence of 8 digits (letters and numbers) starting with letter T.
What Can I Do If I Am Unable To Print My Returns Label?
If you are unable to print a returns label, we can help you – just contact us, include your order number and reason for return and we’ll send a returns label to you.
How Do I Track My Return?
You can track the journey of your return as soon as it has reached our carrier. The tracking number is provided on the return label that you have created at the end of the return booking process. The tracking number is placed on the bottom of the label under the barcode, and in case of Yodel starts with “JJD”, while in case of Collect+ starts with “8XM”. You can then use this number to track your order directly on the carrier website.
If you’re unable to view tracking information straight away, this is likely to be because the carrier hasn’t collected the parcel yet and should be updated as soon as they do.
I Received A Faulty Item
We’re really sorry about that, please return faulty item to us for a full refund.
All you need to do is create your returns label here and state ‘Item was defective’ as the reason for the return. Once your parcel has arrived with us and we’ve taken a look, we’ll get in touch to provide an update.
We are unable to send out a replacement item, however you can place another order – contact us here if you need any help placing your order.
I Received An Incorrect Item
We’re really sorry about that, please return the incorrect item to us for a full refund.
All you need to do is create your returns label here and state ‘Wrong item shipped’ as the reason for the return when prompted. Once your parcel has arrived with us and we’ve taken a look, we’ll get in touch to provide an update.
Please allow 5 days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Depending on your card issuer, it can then take up to 10 days for the refund to show on your account.
We are unable to send out a replacement item, however you can place another order – contact us here if you need any help placing your order.
Have You Received My Returned Item?
Please allow 5 days for your parcel to reach us – we’ll send you an email to let you know when we’ve got it. Depending on your card issuer, it can then take up to 10 days for the refund to show on your account.
When Will I Receive My Refund?
As soon as your parcel reaches us, we’ll send you an email and complete your refund. Depending on your card issuer, it can then take up to 5-10 days for the refund to show on your account.
When Will Orders To Northern Ireland Recommence?
At present, we don’t know exactly when we will be able to resume shipment of orders to Northern Ireland. However, we’re working hard on finding a solution. Check our website regularly for the latest updates.
Can I Return An Item For An Exchange Instead Of A Refund?
If you'd like a different item, simply return the original product and place a new order. For more details, please review our return instructions page. If you would like to change the size of a specific item, we offer a free exchange within 30 days from the order receival.
Are There Any Additional Costs For A Size Exchange?
No, size exchanges are completely free of charge.
How Long Will It Take To Receive The New Size?
Once we receive the original item, the new size will be shipped and delivered to the original address used for the order, within up to 5 working days.
Are all items eligible for size exchanges?
Yes, except for discounted products, promotional items, and outlet products.
What Happens If The Size I Need For An Exchange Is No Longer Available?
If the requested size is no longer available, we won’t be able to process a size exchange. In that case, the item will have to be returned following our standard return process. The same applies if the desired size is unavailable after the exchange booking and the original item is received in our warehouse. In this case we'll notify you by email and we'll provide you with a full refund.
Can I Exchange Multiple Items From The Same Order?
Yes, you can request an exchange for more than one item from the same order, as long as they meet the exchange conditions. Please note that if you need to exchange size for more than one item of the same order, you are required to submit the request for all items at the same time. It is not possible to request separate size exchanges at different times for items from the same order.
Can I Exchange The Same Item More Than Once?
No, unfortunately, each item can only be exchanged once.
What Happens If I Ship The Items After The 5-days Term?
If you drop off the items for exchange more than 5 days after the return label is issued, the reserved stock will be released and we will no longer be able to guarantee availability of the requested size. If the size is still available at the time of processing, we will proceed with the exchange. If the size is no longer available, your request will be treated as a standard return.