Shop with confidence this Christmas with our extended returns policy valid from 4 October 2020 and you'll have until 10 January 2021 to return purchases bought during this time. Our extended returns policy applies across all online orders and in store purchases – plenty of time to make sure your gift is perfect!
Our standard return policy for anything you buy from us is 35 days. This applies to both online and in-store purchases, except in case of sale items. You have 14 days for sale items bought online, unless otherwise stated; exclusions apply). If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange in our clothing and home stores (store returns only) or a full refund. This does not affect your statutory rights. Please click here for further details. If you have an issue with the quality of a product purchased from us, please click here.
Any clothing, home (excluding furniture) and beauty products can be taken to any UK clothing and home store (excluding Simply Food, M&S Food, Outlet, hospital, airport, train station, BP, WHSmith and Moto stores) for a refund or exchange. Outlet purchases can only be returned to Outlet stores. Don’t forget to bring along your receipt.
For food purchases, your best option is to return to the store of purchase. If this is not possible, please contact us.
Enjoy FAST, FREE, TRACKABLE returns with our new digital returns process. You’ll no longer receive a prepaid returns label with your order.
How do I find my returns label?
If you’re returning your order by post, you’ll need to generate a returns label online for free through either Royal Mail or Hermes. For more information on how to do this, click here.
You don’t need a returns label if you’re returning your order to one of our stores. You can use your digital order summary.
FREE ways to return:
You can return any unwanted items paid for by ClearPay in any UK store including Simply Food, M&S Food and Outlet stores (excluding hospital, airport, train station, BP and Moto stores). You can also return its by post. While we are unable to offer an exchange on orders placed through clearpay, you are able to return item(s) for a refund and place a new order online.
Your digital order summary can be found in either your Order Confirmation email or your Ready to Collect email if you collected your order from one of our stores. This contains a returns barcode that can be used to make your return in store.
Alternatively, if you’re a registered account holder, you can log into ‘My account’ and select ‘Your online orders’ to download your digital order summary.
Products bought from Ocado can only be returned to Ocado. Please refer to Ocado’s returns process for more information.
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