What is an online return?
You can now return items you’ve purchased online conveniently through the click of a button.
This can be done on-the-go through our website or app, you can select one or more items you wish to return, and they’ll be picked up and refunded.
How does it work?
Log in with your username and password using the ‘Sign In’ page.
Navigate to the ‘My Account’ page,
followed by the ‘Orders’ section.
Click on the ‘Return Items Online’ button.
Select the items you wish to return, along with the reason & quantity.
Before the arranged pick up, please read the instructions and click on the ‘Print Return Label’ button to print your shipping label and attach it to the package(s) you are returning to us.
Once you’ve submitted an online return request, the process is conducted in 3 simple steps.
- Pick-up: Up to 2 working days to arrange and pick up the item(s) you’d like to return.
- Process: Up to 2 working days to perform a quality check and issue the refund.
- Refund: Your bank or card issuer may take an additional 14 working days to process the refund transaction.
- Once we receive the return request and process the item(s), we will issue your refund to your credit card or bank account based on the original method of payment.
- Please visit any of our stores for Cash on Delivery (COD) or Click and Collect orders.
- If you wish to return furniture items, please contact customer service on 182 12 12
- All items are processed, and quality checked upon return, however, we are unable to accept the return request and process a refund in the following cases and will therefore return the product(s) back to your delivery address:
- Products damaged by misuse or showing signs of wear, even if they are still under warranty.
- Products that have been used, altered, assembled, or installed, unless they are defective.
- Underwear, swimwear, lingerie, fragrances, health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.
- Online return requests are only available for online purchases. They are not valid for items purchased in our physical stores.
- In cases where you must return faulty, damaged, or incorrect products to us in the same condition as supplied, simply submit an online return request and we will be happy to process a refund.
- An online return can only be requested by a registered user.
- A registered user can only raise one return request at a time per order.
- Guest users cannot place an online return request but can always register or create an account using the same email address to do so.
- If you change your mind, you can cancel your online return request before the return window closes.
- Online return requests can’t be edited, instead please cancel your existing return order and raise a new one.
- You’ll have 14 days from the delivery date of your order to return your purchased item(s)/order.
- Our courier will arrange to pick your item(s) a maximum of 3 times. If the item(s) are not handed over to the courier, the return request will be cancelled.
- The item(s) must be returned in their original conditions. If you no longer have the original packaging, you can return your order using any other packaging.
- On the Order Details page, you will find a 'Cancel' button, if you find this button greyed out and disabled this means that the item(s) have been processed already.
- All promotional items purchased will be selected automatically for return and consequently must be provided to the courier.
To contact us, click here.