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We are going to paperless! With our new digital returns process you will no longer receive a parcel summary with your order. Follow our easy steps to complete your return. NOW - FAST, FREE, TRACKABLE returns!

Returns, refunds and exchanges

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.

The refund period for Schoolwear bought up to 28 August has been extended to 1 October 2020. After that date, our standard refund policy of 35 days will apply and the last date for a refund will be as shown on your receipt. EXCLUDES: footwear, accessories, underwear, hosiery and coats.

Items bought instore

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.

Items bought online

How to find your returns slip:

1. Your digital order summary can be accessed using the link from your ‘order confirmation email’ or ‘ready to collect’ email if you had selected to collect your order from one of our stores. This also contains your returns barcode.

2. If you are a registered account holder, you can log onto ‘Your account’ and select ‘Your online orders’ to download your digital order summary.

FREE ways to return:

  • All our food, clothing and home stores will still accept online returns (with a few exceptions including franchise and concession stores. Unfortunately, we’re unable to accept returns at our stores at BP garages, WH Smith, railway stations, MOTO service stations, hospitals and airports. Certain products cannot be returned to store, click here for more information

    When returning to our Clothing and Home stores, you must show your digital order summary on your mobile device, this contains your returns barcode and can be accessed through a link in your order confirmation or ready to collect email. Bring your original payment card for a refund and one of our colleagues will be happy to assist with processing your refund.

    If returning to a Simply Food or Outlet store, you’ll need return your order in its original packaging. If you are unable to return your order in its original packaging, you must include your printed returns form. Returns can take up to 14 days to process and we’ll give you a receipt to track the progress.

  • Post
  • You can return any unwanted items paid for by Clearpay in any UK store including Simply Food, M&S Food and Outlet stores (but excluding hospital, airport, train station, BP and Moto stores). You can also return items by post and via CollectPlus. While we are unable to directly offer an exchange on orders placed through Clearpay, you are able to return the item(s) for a refund and place a new order online.

  • PayPal orders

How can I return an international order?

 

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