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My order

Made a mistake or ordered the wrong thing? Don’t panic. You can cancel your order within 30 minutes of placing it then reorder. If 30 minutes have passed, you can return most unwanted items to us for a refund once you receive them. If you’d like to view your recent orders just click here.

  • You’ll find a summary of all your online orders in the ‘Your Account’ section of our website. You’ll find all the details on the Home screen or just click here to go there now.

  • If you placed your order within the last 30 minutes, you will be able to cancel your order following the below steps. If you placed your order more than 30 minutes ago, it will depend on the dispatch status. Please follow the below steps to check if your order can be cancelled. Unfortunately, if the option to cancel is not presented to you then neither you nor customer services will be able to cancel the order.

    How to cancel an order online:

    1. Sign into your account.
    2. Find your order in ‘Your account’.
    3. Click ‘View order details’.
    4. Then click on ‘Cancel order’ next to ‘’Order placed date’.
    5. Confirm you wish to cancel your order. You’ll then receive a confirmation email.
     

    Guest orders
    If you placed your order as a guest, it is not possible to cancel your order online. Contact customer services within 30 minutes of placing your order and they will be able to cancel it for you. After 30 minutes, customer services won’t be able to cancel your order.

    Furniture orders
    You can cancel your furniture order online within 30 minutes of placing it. After that time, your order can be cancelled in one of the following two ways:

    • Go into one of our furniture stores and speak to a customer adviser.
    • Call our furniture customer services team on 0333 014 8111.
     

    Please note: we take payment as soon as you place your order, so you might be charged. Once you’ve cancelled, the money will be refunded to you. That should be within the day however it can take up to five working days.

    The following items are excluded from our goodwill returns policy:
    Beauty products*, bra accessories*, duvets*, earrings*, flowers, food, food gifts, Food to Order, fruit baskets, furniture, gift cards, hampers, made-to-measure and personalised items, mattress protectors*, pillows*, plants, single-use carrier bags, swimwear*, toiletries*, wine, plus kitchen electrical goods and any products with a seal where the seal is broken. These products can only be retuned in accordance with your statutory rights.

    Some of these items may have their own terms and conditions, which will be provided at the time of purchase.

    *These products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.

  • We may be dealing with a high volume of customer requests – please allow a little time for the email to come through to you.

  • We can help you change your delivery address, nominated day delivery date and/or delivery method within 30 minutes of placing your order. We’d recommend that you call us to request these changes on 0333 014 8000. If 30 minutes has passed our team won’t be able to make any changes, so just arrange to return the item to us and we’ll sort out a refund for you.

    If you’ve noticed a mistake on your order and can’t reach us, you can cancel a Clothing and Home online order within 30 minutes of the it being placed, click here to find out how. Once you’ve done this you can just go ahead and place a new order.

    For orders with a longer delivery time i.e. Furniture, we may be able to amend your order for you, please contact our Service Team (click here for our contact details) if you need some help.

  • Your parcel summary document, which is enclosed in your delivery, is your receipt. If you haven’t received a receipt for a furniture order, please contact our furniture customer service team on 0333 014 8111 and they will send you one.

    You can still collect your order in store without your order confirmation. Please just ensure you are able to provide the following information:

    • Your name
    • Your postcode
    • Your email address
    • Your phone number

    This also applies if someone else is picking up the order on your behalf.

  • We’re sorry your order has been cancelled. There are a number of reasons why your order was cancelled. Please check your cancellation email for more information.

  • When checking out online you’ll be able to choose whether you’d like to hide the price on your parcel summary. Simply tick the box where it states is anything in your order a gift? Hide the price’ before placing your order. Once an order has been placed we’re unable to hide the price.

  • If your chosen product is currently unavailable online, simply click on the ‘Notify me when back in stock’ tool on the product page and enter your contact details. If the item becomes available again, we’ll send you an email to let you know right away. Alternatively, you can also use our ‘Store stock locator’ service to find availability in your local store.

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