To start the return process for your order, please enter your email address or phone number and the order number below.
How do I return?
- Enter your email address & order number above
- Follow the instructions and select the items you want to return
- You will get a confirmation email with the shipping guidelines once the return request is approved
Are there any charges for return?
- Original shipping charges are non-refundable
- We do not offer free returns - you are responsible for the charges to ship the items you wish to return
- Should you choose to return via the Collect Plus Returns Label, you will be charged £5.25 - please see below
£5.25 CollectPlus Returns Label (UK only)
- Once your returns request has been accepted you will receive a returns label, emailed from CollectPlus.
- £5.25 will be deducted from your refund to cover the postage of the pre-paid label should you choose to use it.
- Please note, the protection cover for items sent via the Collect Plus Label is £50. If your return contains items valued higher than £50, we would recommend using an alternative tracked shipping method and ensuring your items are protected to that value.
- If you do not have a printer simply download the barcode to your phone.
- You will need to take your return at any of the 7500 local stores offering CollectPlus service: www.collectplus.co.uk/store-
- You will be able to track your return to see when it was delivered to us.
- PLEASE CONTACT US WITHIN 7 DAYS from when you dropped your return to a CollectPlus store if you have not had any tracking updates on your parcel in order for us to flag it with Yodel/Collect Plus within their claims time period.
What items are returnable?
You can return your items within 14 days of receipt of your order. Items will be thoroughly inspected upon return. Prior to sending your return, please read the below and the conditions of goods sections.
- Item(s) must be in original condition
- Clothing must be unwashed and unworn with original ticketing
- Footwear must be returned in the original box with no signs of wear to the soles
- Earrings / pierced jewellery cannot be returned due to hygiene reasons
- Two-part sets must be returned as a complete set
Please take extra care when trying on your item(s), as we cannot refund any items that are marked or tainted with makeup, fake tan, body lotions, perfumes or body odours.
Due to the nature of personalised pieces, they cannot be returned or exchanged, unless faulty.
How soon will I get my refund?
We aim to process returns ASAP and within 5 working days. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment. please be aware that it can take your bank a further 2 - 10 working days for the funds to appear in your bank account.
Please do not contact us regarding your refund unless you have not received notifcation we have received your item within 10 days of sending your item to us.
If you are making an international return (outside of the UK, Ireland or E.U.) please be aware we will NOT pay any customs charge on returning items. It is the customers responsibility to ensure charges are paid for before returning. Returns requiring customs charges at our side in the U.K. will not be accepted and remain with the postal service, the parcel will be automatically returned to you the sender within 21 days.