Q. How do I return my order?
1 Access the Returns Portal
Please click below to access the returns portal to register the item(s) you wish to return from your order. You will be able to select the reason for the returned item(s) which we will use as feedback to improve our products! Once you have registered your return, the returns portal will generate your returns packing slip and parcel address label.
Please note, the return address label is not a shipping label, you will have to cover the cost of your return shipping using a carrier of your choice. The barcode found on the return address label is necessary for our warehouse to scan as received and automatically send you an email confirmation.
2 Print your returns packing slip and parcel label
Please print your generated returns packing slip and parcel address label. Include the packing slip inside and attach your parcel address label to the outside of your parcel. To avoid any delays, please remove or block any other shipment addresses on your parcel which are not the returns address.
Haven't posted your first return yet but want to add more items?
If you would like to add another item to your return, you can do this manually by writing the details of the additional items on a piece of paper. Please provide your name, order number and product SKU code. e.g. John Smith, A001234243, 20001232424 (located beneath the barcode of the product's label).
3 Package the return item(s)
Please ensure the item(s) are in a resalable condition and the returned parcel does not contain any items that are not eligible to be returned. Please click here for further details.
4 Ship your return with your chosen postal carrier
Please ensure that your parcel is processed and you receive a calling card or proof of shipping.
Please ship to this returns address:
Arvato distribution GmbH,
Schleefstraße 1a, 44287,
Recipient additional information:
Contact number: +44(0)203 960 5299
Email address: firstname.lastname@example.org
5 Return received and your refund is processed
Once your return has been processed, your refund will be made into your original payment method. If by credit/debit card, please allow up to 3-5 working days from receipt of confirmation email. If by PayPal, allow up 24 hours for the funds to show in your account. Klarna refunds can take up to 5-7 business days.
Can I make an exchange?
Can I return more than one order in the same parcel?
Can I return/exchange my online order in store?