It can take up to 20 working days from the time you send back your parcel to receiving your refund in your account. We often provide refunds much sooner than this, however:
- When you return items to us it may take up to 5 working days from the date of drop-off or collection to reach our warehouse.
- We will then process your return, which may take up to a further 10 working days. We will send you a confirmation email when the return has been processed.
- A refund will then be issued, which may take up to a further 5 working days depending on your bank.
Delays in your refund arriving can depend on:
- If it has not been sent by our free courier service (e.g mailed to us via another courier or without registering it on the returns portal).
- If it has been sent to an incorrect location (i.e. not to our warehouse).
- How long it takes the courier to return the items to our warehouse.
- If the return is disputed (e.g. if it doesn’t meet our returns policy, we may reject it and return it to you).
- Peak season volumes (during October-February, it can take a little longer for the team to process your return).
- If your payment provider has placed a dispute on your account (e.g. chargeback).
We appreceiate this can be a frustrating amount of time to wait for funds to be returned to you and are actively working on ways to improve the turnaround time.
If any of these timelines are missed, then contact our Customer Services team and we’ll work with you to get things back on track.
Unidentifed returns
- If we are unable to identify your return, this may mean that we cannot process your refund or it may cause a significant delay while we attempt to link your return package to your original order.
- If you need assistance, please contact our Customer Services team.