font loading for Top nav

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.

  • Yes, but only within 30 minutes of placing it. After 30 minutes, neither you nor customer services will be able to cancel your order. You can however return most unwanted items* to us for a refund once you receive them.

    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.

  • I’ve cancelled my order but not received an email confirmation, what do I do?
  • Can I amend my order?
  • Why haven’t I received a receipt for my online or phone order?
  • Why has my order been cancelled?
  • I’m unsure if my bonus points have been applied to my order?
  • I’m buying a product as a gift. How can I hide the price?
Was this useful?
     

Web chat or email us

Please choose a subject from the menu below.

Contact customer service