Items purchased in-store
If you've purchased items in store please visit a H&B store with the item and receipt to obtain a refund or exchange. Once your refund has been processed in store please allow 3 - 5 working days for the money to return to your account.
Please note: Customer services are not able to refund any purchases that are made in our stores, or for any orders placed and purchased in store.
Items purchased online through our App or website
Click & Collect:
If your order is cancelled due to not being collected within 14 days, you can expect to receive your refund within 3-5 working days after you get our cancellation email.
We will process the refund to the payment method that was used for the order.
Delivery:
Once we have received your returned item(s), then you will receive your refund within 3 - 5 working days. We will issue a refund to the payment method used to pay for the order.
Just a friendly reminder that the full returns process can take up to 21 days.
If you've cancelled your order within 30 minutes of placing it:
If your order has been successfully cancelled, you’ll be able to see this in the My Orders section of your online account.
You might be expecting to see a refund for your cancelled order, but there’s no need to worry, we don’t take payment for the first 30 minutes after your order is placed. If you cancelled during that time, no money will have left your account, so you won't see a refund.
You may see a pending payment showing, depending on your bank. This will drop off automatically within 24 - 48 hours, so there’s no need to do anything, we’ve got it all in hand!
Notes:
If our Customer Services team agree to any refund, then you will receive that refund within 3-5 working days, so please note that refund timescales might be influenced by weekends and bank holidays.
If you do not receive the refund within the above timescales, please Contact Us so we can look into this for you.