Refunds and timelines
Here’s how refunds work depending on how you purchased.
Items purchased in store
If you bought your item in store, you’ll need to return it to a store with:
- The item
- Your receipt or proof of purchase
Our store team will process your refund or exchange there and then.
Once processed, your refund will usually land back in your account within 3 to 5 working days.
Items purchased online (app or website)
Click & Collect
If your order isn’t collected within 14 days, it will be automatically cancelled.
- You’ll receive a cancellation email.
- Your refund will be processed back to your original payment method.
- It should land within 3 to 5 working days after that email.
Home delivery returns
Once your returned item has been received and checked, your refund will be processed.
- Refunds are issued to your original payment method
- It can take 3 to 5 working days to appear in your account
Please note:
The full returns journey, from sending your item back to receiving your refund, can take up to 21 days.
Cancelled your order within 30 minutes?
In most cases, there won’t be a refund to process as we don’t always take payment until 30 minutes after your order is placed. So if you cancel within that window, no money will have left your account.
If money was taken, this will be refunded back to your original payment method within 7 working days.
You might notice a pending payment depending on your bank. This usually clears within 24 to 48 hours, so there’s nothing you need to do.
A quick note on refunds
- All refunds are processed back to the original payment method
- Timings can be affected by weekends and bank holidays
If your refund hasn’t arrived within the expected time, get in touch and we’ll help get things back on track.