FAQ

My Account - FAQs

I’m having problems signing in

If you have forgotten your password, please reset your password here, and enter the email address you registered with, you will then receive an email with a link for a new password.

I’ve forgotten my password

If you have forgotten your password, please reset your password here, and enter the email address you registered with, you will then receive an email with a link for a new password.

How do I return something?

1. Log into your customer account

Log into your account, go to ‘Return Item’, click on ‘Return your products now’ and select the items you wish to return.

2. Pack the box

Simply stick the return label that you received with your order to the top of the parcel, making sure to cover the delivery label. At this stage you can schedule a home pick-up or choose your nearest Parcelforce or City Sprint.

3. Return it

Head to your nearest Parcelforce or City Sprint (this can be any UK-wide Parcelforce) or simply wait at home for the courier to come and collect it at the prearranged time you have chosen.

4. Refund

Once we have received your returned items, your refund will be processed immediately. As a rule it takes up to 3 - 5 days to appear on your card statement. If you paid by debit or credit card, the money will be refunded to the bank account linked with the card. If you used PayPal, your refund will appear on your PayPal account.

Exchanges

We do not offer exchanges, only refunds. But with our free returns policy, simply return your original order for a full refund and place a new order.