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Returns

Returns information

Changed your mind? Returning UK orders to Debenhams is free and easy. If for any reason you are not happy with your purchase, we offer a full refund or exchange within 28 days of delivery or collection – exclusions
apply.

Key information

- Items bought in store, must be returned to a Debenhams store
- Returning furniture orders
- Returning international orders

Returns methods for UK orders

Return your items to your local store Drop off your items at your local Post Office Drop off your items at your local Hermes Parcelshop or arrange collection from an address of your choice
For items purchased instore or online For items purchased online For items purchased online
Free returns Free returns for parcels under 5kg and 61cm x 46cm x 46cm in size Free returns
Fastest return method to receive a refund or exchange Refund within 10 working days Refund within 10 working days
View full details View full details View full details
Find your local store Find your local Parcelshop
Returning UK Orders to Store

How do I return to a Debenhams store?

Step 1 -
You will need to take one of the following proof of purchases to any till within the store:
• A print-out or copy of your order confirmation email
• The delivery note
• Your receipt
• Your e-receipt

as well as:
The payment card which you used to purchase with
The product you wish to return or exchange


Step 2 -
Locate your local Debenhams store.

Refunds
We will credit your account instantly to the original card used for payment. It can take 3 to 5 days working days (Monday to Friday, excluding bank holidays) to show the refund on your account. If you do not have the original payment card with you, the adviser will offer you an exchange or a refund onto a Debenhams gift card.

Exchanges
Exchanges can be completed instantly at any till in store. If the item being exchanged is lower in price than the original product, we will refund the difference. If you do not have the original payment card with you, the adviser will offer to add any remaining value to a Debenhams gift card.


What products are excluded from this service?

To return any of the below listed items please click on the product type for contact details:

Furniture
Rugs
Litecraft lighting
Luggage
Wallpaper, wall art & paint
JML
Arthur Price
BHS Lighting
Cross trainers, Treadmills, Exercise bikes and Home gyms
Ready Made Curtains
Aurium, Carina e Carina & Murano jewellery

• Please be aware that the above returns process is subject to the returns, exchange and refunds policy.

• If you ordered your item online and your confirmation email contained information from one of the following Debenhams partnership websites please visit the appropriate website for details on returns.
debenhamsplus.com
debenhamsflowers.com
debenhamshampers.com
debenhams-formalhire.com
debenhamscurtains.com
debenhamsweddingstationery.co.uk
debenhamspersonalisedgifts.com
mydebenhamsgiftcards.com
debenhamsstoreuk.wgiftcard.co/personalize/debenhams_uk
vectr.voucherexpress.co.uk/debenhamsbusiness//Products/Vouchers.aspx
debenhamswines.com

See A-Z guide below for all brands that must be returned to the same Debenhams store that you bought them from. If you do not know which store your item was purchased in please contact our customer service team to find your nearest Debenhams store that stock your brand.

  1. 0-9
  2. A
  3. B
  4. C
  5. D
  6. E
  7. F
  8. G
  9. H
  10. I
  11. J
  12. K
  13. L
  14. M
  15. N
  16. O
  17. P
  18. Q
  19. R
  20. S
  21. T
  22. U
  23. V
  24. W
  25. X
  26. Y
  27. Z
Activity Superstore Adesso Adidas Fitness Equipment Aerosoles Aftershock London Alan Hannah Devoted Alexon Alice + You Almari Amaya Amblers Amblers Safety Amy Butler Anatomic Gel Anmol Ann Harvey Anne Klein Ariella Arthur Price Ashley Wilde AS by Anna Smith A Star is Born Atelier 61 Aurium Aurora Ayarisa Aynsley China Azor
Babycham Ballentina Bamboo Banyan Barbara Hulanicki Barneys BCE Bear Grylls Bedeck Belle by Badgley Mischka Belleek Living Beloved Belvia Ben Sherman Suits Benjamin Adams Betsy Betty Jackson Jewellery Birkenstock Birkenstock Kids Binky Felstead Blowfish Bosideng London Branded Ego British Ceramic Tiles Bronx Buckley London Bugatti Burton Butterfly by Matthew Williamson Jewellery
Camel Active Camper Canon Carina e Carina Caran D'ache Carvela Carvela Comfort Centaur Big & Tall Chase 7 Chatham Christy Chipmunks Clarity Jewellery Clean Heels Cliimo Closet Coach Coast Coles Calligraphy Conkca London Conran Contour Converse Cotswold Craghoppers Crocs Cross Cultured London Curtina Cutie
D is for Diamond Dalvey Damned Delux Damsel in a Dress Daniele Donati Dare 2b Darling Dash Dex by Kingsley DKNY Diamonfire Disney Divaz Dolce & Gabbana Dolcis Dorothy Perkins Dr Martens Dreams n Drapes Dune Dunlop Dunlop Wellies
Earth Spirit Eastex Ecco El Naturalista Emporio Armani English Pewter Enrico Benetti Evans
Fable Faber Castell Fantasy Featuring Fendon 1919 Ferrari Feverfish Filofax Fisher Space Pen Floormaker Fly London Frank Wright Freestep Fresco Front Front Up Rugby Fuji
Gabor Galway Living Gaventa GBS Genuine Gemstone Gionni Accessories Girls on Film Goddiva Gola Goodwin Smith Graf von Faber Castell Graham & Brown Graham & Brown Kids Graham & Brown Platinum Grupo Halcon Gucci
Hailey Hailey Logan Hammond & Co Harlequin Harlequin Momentum Havianas Head over Heels Heavenly Feet Helena Springfield Hello Kitty Help for Heroes Hemmingway Designs Hey Dude Shoes Hispanitas Hoofprints Hot Diamonds Hot Squash Hotel
Ice Of London Ikon Indulgence Iska Izabel London
J by Jasper Conran Suits Jacques Vert Jailbird Jasmine Jasper Conran @ Tripp Jasper Conran Jewellery Jeff Banks Home Jessica Wright JML Joe Browns Johnson Tiles Jolie Moi Jon Richard Josef Seibel Joshua Thomas Julien McDonald Wallpaper Jumpo Julie Dodsworth JVC
Kaliko Kangaroos Karl Jackson Keddo Keen Kelly Hoppen Kennett Timepieces Keros Ceramica KG Kurt Geiger Kingsley Pens Klikka Koo-Ture Kronotex Kyoto Pearl
La Fabricca LaBante London Laced In Love Lamy Lands' End Lascana Laura Ashley Laurence Llewelyn-Bowen LC Designs Le Creuset LED Lenser Lemon Ribbon Letts Lexar lexibook Limehaus Lipsy Footwear Lipstick Boutique Litecraft Little Misdress Little Mistress Little Sanderson Lonsdale Lotus Lotus Lotus Since 1759 Lotus Slippers Love Story
Madam Rage Made by Stitch Mandi Maranda Marazzi Marcel Wanders Marco Tozzi Maria Lya Marta Jonsson Marvel Melka Casualwear Mephisto Merrell Michael Kors Mikey London Minuet Miss KG Miss Selfridge Moissanite Monsoon Monsoon Home Montegrappa Montgomery Mood Morris & Co Moshi Monsters Mr Freedom MSE UK Murano 1291
n AND willow Naturalizer Neon Rose Nicole Lee Nikon Nine West Nordikas Norvic
Oasis Oakley Occasions Olympus Orien Love Ossie Clark London
Paco Milan Padders Panama Jack Panasonic Parador Parfois Parker Paper Dolls Pavigres Pawprints Peacock Blue Loft Collection Pentax Petals Peter Kaiser Phase Eight Pierre Cardin Pikolinos Pineapple Jewellery Pineapple Fitness Equipment Pineapple Womenswear Pink by Paradox London Piscador Pixie Planet POD Polo Ralph Lauren Poppy Lux Porcelanosa Portobello W11 Porsche Design Prada Prada Linea Rossa Praslin Precious Moments Precis Primehide Premier Principles by Ben de Lisi Jewellery Pure Luxuries London Pussycat London
Racing Green Menswear Racing Green Suits Ragged Rose Raging Bull Ralph Ralph Lauren Ravel Ray Ban Ray Ban Polar Rebecca Rectella Red Herring Jewellery Red Herring Suits Reebok Fitness Equipment Regatta Relax Slippers Remonte Rieker Riva Roberto Vianni Rock-a-Bye Rosie Rockport Rohde Roland Cartier Rollasole Rosie Fortescue Ruby Rocks Ruby Ray
Sanderson Samsonite Samsung Samya Scion Scott & Taylor Secrid Selected Homme Series by Helena Springfield Shark Sheaffer Sheridan Sight Station Simply Dinny By Dinny Hall Simply Silver Sistaglam Skechers Sony Sophie Conran Sovereign Star by Julien Macdonald Jewellery Story by Kranz & Ziegler Stratton Studio 8 Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugarhill Boutique Sundour Sunlover Superfresco Superfresco Easy Superfresco Paintables Swesky Jewellery Swish Curtain Poles
Tamaris Tenki The Flexx Thomas Nash Threads Timberland Tog 24 Travel Blue Travel Insurance Trespass Tripp Troika Trollied Dolly Tru Living Tru Virtu Truth
Urban Junk Ultimo Uttam Boutique Uttam Kids
V & A Van Dal Vans Venture Photography Versace Villeroy and Boch Vince Camuto Voodoo Vixen Voulez Vous
Wallis Wallace Sacks Walltastic Warehouse Waterman Westco Flooring Whiteheads Widdop Bingham Windsmoor Wolf & Whistle Wooltimate
Xti
Yankee Candle Yard O Led Yumi Yumi Girl
Zaxy Ziba Zibi London Zooligans

Returning UK orders by Post Office

How do I return orders by Post Office?

You can return items to us via Royal Mail using the returns form and pre printed returns label attached to your delivery note which comes enclosed with your parcel. If your parcel does not contain a returns label or form you can print off a new label.

Step 1 -
Complete the returns form on your delivery note, indicating your reason for return. Repackage the goods in the original packaging (or a suitable alternative) making sure to include the return forms.

Step 2 -
Attach the returns label, found on the delivery note to the outside of the packaging, making sure that it is fully visible and not obscured with tape or packaging. If returning multiple parcels, please ensure you tape the correct label to each parcel.

Step 3 -
Simply drop your parcel off at your nearest Post Office, remembering to request a proof of postage.

Refunds
Your refund will automatically be processed once the returned order has been received back at our warehouse. It can then take 3 to 5 working days (Monday-Friday, excluding bank holidays) to credit your account. Please retain your proof of postage until you have received your refund.

Exchanges
To arrange an exchange please contact our customer service team before posting your return.


What products are excluded from this service?

• If you have purchased your item(s) in store you can only return items back to store.
• Please be aware that the above returns process is subject to the returns, exchange and refunds policy.
• Any parcels that exceed 5kg in weight and 61cm x 46cm x 46cm in size you will be charged at standard Royal Mail charges if returned via this service.
• To return any of the below listed items please click on the product type below for contact details:
Furniture
Rugs
Litecraft lighting
Luggage
JML
Arthur Price
BHS Lighting
Cross trainers, Treadmills, Exercise bikes and Home gyms
Ready Made Curtains
Aurium, Carina e Carina & Murano jewellery

• If you ordered your item online and your confirmation email contained information from one of the following Debenhams partnership websites please visit the appropriate website for details on returns.
debenhamsplus.com
debenhamsflowers.com
debenhamshampers.com
debenhams-formalhire.com
debenhamscurtains.com
debenhamsweddingstationery.co.uk
debenhamspersonalisedgifts.com
mydebenhamsgiftcards.com
debenhamsstoreuk.wgiftcard.co/personalize/debenhams_uk
vectr.voucherexpress.co.uk/debenhamsbusiness//Products/Vouchers.aspx
debenhamswines.com

Returning UK orders using Hermes

How do I return orders using Hermes?

Please note you will require access to a printer to use this service.

Step 1 -
Visit the Hermes Debenhams webpage

Step 2 -
Choose if you would prefer your return to be collected form an address of your choice or if you would like to drop off your parcel at a Hermes Parcelshop.

Step 3 -
Locate your nearest Parcelshop or look up your address:



Step 4 -
Enter your order number in the Order reference field. Your 12 digit order number can be found on your delivery note or on your order confirmation email.

Step 5 -
Enter your details.

Step 6 - for courier collection only.
Please skip to step 7 for Parcelshop drop offs. Choose a preferred collection date within the next 7 days.



Step 7 -
Agree all of the Hermes terms and continue



Step 8 -
You will now be presented with confirmation of your return. From here you can print your returns label, from the button highlighted below.



Step 9 -
Repackage the goods you are returning in the original packaging (or a suitable alternative) making sure to include the return forms, attach the Hermes returns label to the outside of the packaging, making sure that it is fully visible and not obscured with tape or packaging. If returning multiple parcels, please ensure you tape the correct label to each parcel.

Step 10 -
Simply enclose the returns form on your delivery note in your parcel and either await your prearranged courier collection time or drop it off at your nearest Hermes parcelshop

Refunds
Your refund will automatically be processed once the returned order has been received back at our warehouse. It can then take 3 to 5 working days (Monday-Friday, excluding bank holidays) to credit your account. Please retain your proof of return until you have received your refund.

Exchanges
To arrange an exchange please contact our customer service team before arranging collection or dropping off at a Parcelshop.


What products are excluded from this service?

• If you have purchased your item(s) in store you can only return items back to store.
• Please be aware that the above returns process is subject to the returns, exchange and refunds policy.
• To return any of the below listed items please click on the product type below for contact details:

Furniture
Rugs
Litecraft lighting
Luggage
Wallpaper, wall art & paint
JML
Arthur Price
BHS Lighting
Cross trainers, Treadmills, Exercise bikes and Home gyms
Ready Made Curtains

Please see A-Z guide below for all excluded brands. To return any of these items please follow the instructions on your delivery note.

  1. 0-9
  2. A
  3. B
  4. C
  5. D
  6. E
  7. F
  8. G
  9. H
  10. I
  11. J
  12. K
  13. L
  14. M
  15. N
  16. O
  17. P
  18. Q
  19. R
  20. S
  21. T
  22. U
  23. V
  24. W
  25. X
  26. Y
  27. Z
A Star is Born Activity Superstore Adesso Adidas Fitness Equipment Aerosoles Aftershock London Alan Hannah Devoted Alexon Alice & You Alice + You Almari Amaya Amblers Amblers Safety Amy Butler Amy K Anatomic Gel Anmol Ann Harvey Anne Klein Ariella Arthur Price AS by Anna Smith Atelier 61 Aurium Aurora AX Paris Ayarisa Aynsley China Azendi Azor
Babycham Ballentina Bamboo Banyan Barbara Hulanicki Barneys BCE Bear Grylls Bedeck Bedeck 1951 Belle by Badgley Mishka Belleek Living Belvia Ben Sherman Suits Benjamin Adams Betsy Betty Jackson Jewellery Binky Birkenstock Blowfish Blue Vanilla Branded Ego Bronx Buckley London Bugatti Burton Butterfly by Matthew Williamson Jewellery
Camel Active Camper Caran D'ache Carina e Carina Carvela Carvela Comfort Centaur Big & Tall Chase 7 Chatham Chipmunks Christy Clarissa Hulse Clarks Clean Heels Cliimo Closet Coach Coast Coles Calligraphy Conkca London Contour Converse Cotswold Craghoppers Crocs Cross Cultured London Curtina Cutie
Dalvey Damned Delux Daniele Donati Dare 2b Dash David Barry Dex by Kingsley Diamonfire Disney Divaz DKNY Dolce & Gabbana Dolcis Dorothy Perkins Dr Martens Dreams n Drapes Dune Dunlop Dunlop Wellies Dyrberg Kern
Earth Spirit Eastex Ecco Echo Emily Emporio Armani English Pewter Enrico Benetti Evans
Faber Castell Fable Fantasy Featuring Fedon 1919 Ferrari Feverfish Filofax Fisher Space Pen Fly London Frank Wright Freestep Fresco Front
Gabor Galway Living Gaventa GBS Genuine Gemstone Gionni Accessories Girls On Film Goddiva Gola Goodwin Smith Graf von Faber Castell Graham & Brown Graham & Brown Kids Graham & Brown Platinum Gucci
Hammond & Co Harlequin Harlequin Momentum Havaianas Head over Heels Heavenly Feet Helena Springfield Hello Kitty Help for Heroes Hemmingway Designs Hey Dude Shoes Hi-Tec Hispanitas Hoofprints Hot Diamonds Hot Squash Hotel Hush Puppies
Ice Of London Ikon Indulgence Iska Izabel London
J by Jasper Conran Suits Jacques Vert Jailbird Jasmine Jasper Conran @ Tripp Jasper Conran Jewellery Jeff Banks Home Jessica JML Joe Browns Jolie Moi Jon Richard Josef Seibel Joshua Thomas Julie Dodsworth Julien McDonald Wallpaper Jumpo
Kaliko Kangaroos Karl Jackson Keddo Keen Kelly Hoppen KG Kurt Geiger Kingsley Pens Koo-Ture Kurt Geiger Handbags Kyoto Pearl
LaBante London Laced In Love Lamy Lands' End Laurence Llewelyn-Bowen LC Designs Le Creuset LED Lenser Lemon Ribbon Letts Lili London Limehaus Lipstick Boutique Lipsy Footwear Litecraft Little Misdress Little Mistress Little Sanderson Lonsdale Lotus Lotus Since 1759 Lotus Slippers Love Story
Madam Rage Made by Stitch Mandi Maranda Marcel Wanders Marco Tozzi Maria Lya Marta Jonsson Marvel Melka Casualwear Mephisto Merrell Michael Kors Mikey London Minuet Miss KG Miss Selfridge Moissanite Monsoon Monsoon Home Montegrappa Montgomery Mood Morris & Co Moshi Monsters Mr Freedom Murano 1291
N and Willow Naturalizer Neon Rose Nicole Lee Nine West No.1 Jenny Packham Jewellery Nordikas Norvic
Oakley Oasis Oeuvre Occasions Orien Love
Paco Milan Padders Panama Jack Paperblanks Paper Dolls Parfois Parker Pawprints Peacock Blue Loft Collection Pelikan Petals Peter Kaiser Phase Eight Pierre Cardin Pikolinos Pineapple Pineapple Pink by Paradox London Piscador Pixie Planet Plum Products POD Polo Ralph Lauren Poppy Lux Porsche Design Portobello W11 Prada Prada Linea Rossa Praslin Precious Moments Precis Premier Principles by Ben de Lisi Jewellery Pure Luxuries London Pussycat London
Quiz
Racing Green Menswear Racing Green Suits Raging Bull Ralph Ralph Lauren Ravel Ray-Ban Ray-Ban Polar Rebecca Red Herring Jewellery Red Herring Suits Reebok Fitness Equipment Regatta Relax Slippers Remonte Rieker Riva Roberto Vianni Rock-a-Bye Rosie Rockport Rohde Roland Cartier Rollasole Rosie Ruby Ray Ruby Rocks
Samsonite Samya Sanderson Seaspray Scion Scion Kids Scott & Taylor Secrid Selected Homme Series by Helena Springfield Shark Sheaffer Sheridan Sight Station Simply Silver Sistaglam Skechers Solo Sophie Conran Sovereign Stella Morgan Stratton Studio 8 Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugarhill Boutique Sunlover Superfresco Superfresco Easy Superfresco Paintables Swish Curtain Poles
Tamaris Tenki The Collection Jewellery The Flexx Thomas Nash Threads Timberland Tog 24 Travel Blue Trespass Tripp Triumph Troika Trollied Dolly Tru Living Tru Virtu
Ultimo Uttam Boutique Uttam Kids
V & A Van Dal Versace Vince Camuto Voodoo Vixen Voulez Vous
Wallis Walltastic Warehouse Waterman Whiteheads Widdop Bingham Windsmoor Wolf & Whistle
Xti
Yard O Led Yumi Yumi Girl
Zaxy Ziba Zibi London

If you ordered your item online and your confirmation email contained information from one of the following Debenhams partnership websites please visit the appropriate website for details on returns.
debenhamsplus.com
debenhamsflowers.com
debenhamshampers.com
debenhams-formalhire.com
debenhamscurtains.com
debenhamsweddingstationery.co.uk
debenhamspersonalisedgifts.com
mydebenhamsgiftcards.com
debenhamsstoreuk.wgiftcard.co/personalize/debenhams_uk
vectr.voucherexpress.co.uk/debenhamsbusiness//Products/Vouchers.aspx
debenhamswines.com

Returning International Orders

Cost -

• If your item is damaged upon receipt or faulty the cost of returning will be free and the delivery charge refunded* **
• For general returns within the EU the cost of return will be the senders, however the original delivery charge will be refunded* **
• For general returns outside of the EU the cost of return will be the senders, and we will be unable to refund original delivery charge

* We will only refund the delivery charge if the complete order is faulty or damaged otherwise we will make a pro-rata payment.
** We will only cost the cost of returning the goods via your local postal service up to a maximum cost of £7.50 per kg.

How do I use this service?

If you wish to return your items for any other reason other than if it is faulty or damaged please be aware that charges from your local postal service will apply, as shown above.

Step 1 - for faulty or damaged orders only. If this doesn't apply to your order please skip to step 2.
For faulty or damaged orders please contact our customer service team to obtain your authorisation code. This will allow us to cover the relevant costs for delivery and/or return.

Step 2 -
Repackage the goods in the original packaging (or a suitable alternative), attach the returns label to the outside of your parcel and complete the returns form on your delivery note, indicating your reason for return. Simply enclose the returns form in your parcel and drop it off at your nearest Post Office.

Refunds
We will process your return within 24 hours of receiving your return back at our warehouse in the UK. You should expect to see your refund in your account within 5 working days (Monday-Friday, excluding global bank holidays) once you have received your 'Return refund complete' update email, please note some local banks may take longer than 5 working days to process refund payment.

Exchanges
Unfortunately we are unable to provide exchanges for international orders. Please return your item for a refund and place a new order.


What products are excluded from this service?

For reasons of health and hygiene we are unable to refund the following products:
• Unless faulty, pierced earrings and other pierced body jewellery.
• Once the original packaging has been opened or damaged, duvets, pillows and bed spreads unless faulty.
• Unless the hygiene strips and tags are still in place and packaging remains undamaged, underwear/lingerie, control wear, hosiery and swimwear.
• Unless tags are still in place and packaging remains unopened and undamaged, hats and hair accessories unless faulty.


Please be aware that all of the above returns processes are subject to the returns and refunds policy.

Important returns information


Can I track the progress of my return?

Unfortunately returns cannot be tracked, however, you will receive a ‘Your return has been processed’ email, which will confirm that your return has been received and a refund processed, along with the estimated date your refund will show in your account.

Can I return an item that is on sale?

Yes, you can return your order within 28 days of delivery for a full refund provided the order was placed online.

Can I return an item if it was purchased using a gift card?

If you have used a Debenhams gift card your refund will automatically be credited to the gift card that was originally used for payment. Therefore, please keep hold of your gift card once used to purchase with until you are entirely satisfied.

Can I return my item without a proof of purchase?

In-store purchases

Yes you can, however you will only be able to exchange your in-store purchase for other products (exclusions apply) and this can only be done if the tags are still attached and the item is taken to a Debenhams store.


Online Purchases

Yes you can, as long as you repackage a print-out of your order confirmation email or the delivery note that came with your parcel when you return your item(s). If you have lost all possible proof of purchase you will need to return your item in a local Debenhams store where you will only be able to exchange your purchase for other products (exclusions apply). Please keep in mind that this can only be done if the tags are still attached.


What is a proof of purchase?

Proof of purchase is any documentation detailing what and when you ordered and how you paid which provides confirmation of your purchase. These items include:

  • In store receipt
  • E-receipt
  • Delivery note
  • Order confirmation email
  • Bank statement of payment
  • Can I get a new returns form?

    A new returns form can be downloaded here.

    The returns form is normally found on the delivery note which comes in your order along with the item/s you've ordered. If for any reason the returns label is missing, damaged or you need an additional form this can be downloaded and printed from the above link.

    If I purchased in store what returns methods can I use?

    Products purchased in store, can only be returned or exchanged in store.

    Can I return my items using my e-receipt?

    You can return your items in store by presenting your e-Receipt to one of our sales advisers. You can either print off your e-Receipt email or you can bring the email along on a device to show proof of purchase for your items.

    What is the returns and refunds policy?

    • Subject to exceptions, Debenhams is happy to exchange or refund your purchase within 28 days of delivery, for Click & Collect orders the 28 days starts after you have received your 'Order Ready for Collection' email.
    • Your refund will be credited to the original payment card. If you have used a Debenhams gift or beauty club card your refund will automatically be credited to the original gift or beauty club card.
    • Unwanted goods must be returned in a fully resalable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark.
    • We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
    • This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizens advice bureau.

    What products are excluded from the returns and refunds policy?

    Please check the individual product page(s) to confirm whether your item is eligible for return.

    We are unable to offer an exchange or refund on the below products, unless they are mis-described or faulty:

    • Gift experiences.
    • Beds.
    • Custom made and altered items.

    - We are also unable to offer an exchange or refund on orders where the product was damaged following acceptance on your behalf by the below location types:

    • Freight forwarding companies.
    • Hotels
    • B&B's
    • Storage and relocation companies

    Unfortunately for health and hygiene reasons we are unable to exchange or refund the following products:

    • Once the original packaging has been opened, Cosmetics/fragrance unless faulty.
    • Unless faulty pierced earrings and other pierced body jewellery.
    • Once the original packaging has been opened or damaged, duvets, pillows and bed spreads unless faulty.
    • Unless faulty, gift food containing alcohol or any other products containing alcohol.
    • Unless the hygiene strips and tags are still in place and packaging remains undamaged, underwear/lingerie, control wear, hosiery and swimwear.
    • Unless tags are still in place and packaging remains unopened and undamaged, hats and hair accessories unless faulty.

    This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizen's advice bureau.