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|Pre-Refund Credit Facility for Customer Accounts
One of the many advantages of registering when using this website is the ability to see instantly, via your Order History page, when your return is logged as received by us. (We log returned parcels every day as soon as we receive our post.) Each item returned will have its status updated with the date on which we received it.
This facility also allocates a pre-refund credit to your account equivalent to the cost of the item(s) returned. This amount is then available for your immediate use against any subsequent orders prior to your refund being processed. (If you wish to redeem Account Credit at any time you can do so during part four of the check-out process online, see here for details, or by telling us you wish to do so when ordering by other methods.)
All refunds and exchanges are processed seperately from this log-in system based on in the order the parcels arrived back with us.
Refund Allocation Process
Subsequent to the log-in process, when our refunds department reach your parcel, a returns advisor will allocate you any refund due (minus any amount that you may have used from your credit in the meantime) via the original method(s) of payment (credit/debit card, Paypal, etc.) as normal. Any remaining temporary credit assigned to your account will also be removed automatically at this point.
Please note that, from the point that we issue your refund, it can take a further 3 to 5 working days (depending on your bank) for it to show on your statement. (International customers should allow up to 7 working day
|Exceptions and Exemptions
For reasons of hygiene and public health, refunds/exchanges are not available for used underwear and socks. (This does not apply to faulty goods; faulty products will be exchanged on a like for like basis.)
Promotional Offer and Loyalty Credit Exemptions
Any free delivery offer is redeemable on your original order only. It cannot be claimed against the £2.95 exchange handling fee. We feel that this is only fair as we have to pay twice for the parcel's postage. (Once to send it to you and secondly to get it back.)
Any item that was originally sent out under our £99 or £199 free postage offers and once returned effectively takes the original order's value below the threshold for the relevant free postage offer will have the original order's normal postage charge deducted from the refund amount. This also applies to exchanges (i.e. if the exchange item's cost is less than than the one being replaced and drops the value of the original order below the free post threshold then the applicable postage will be added to the cost of the exchange).
Please note that if you are returning items originally purchased on any "buy 1 get 1 free" offer you will need to return both items for a refund to apply. Any item returned alone, that was originally purchased as part of such an offer, will be classed as the free item and will not be refunded. (This policy does not effect exchanges in any way.)
Customer loyalty credit gained on the purchase of any item is rescinded if the item is returned for a refund.
Loyalty points' credit can not be used against the exchange handling fee.
|Standard International Returns
International customers who wish to exchange/return items should do so using their local postal services. Goods will have to be returned at your own cost unless in accordance with your legal rights. Please fill out the Returns Form provided via the cloud link above, include it in with your return, and obtain a postal receipt as proof of postage. Address your parcel to our "Returns Department" care of our main address as seen here.
Overseas' exchanges can normally be re-despatched at half their original standard postage rate.