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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:

  • In Store
  • 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?

 

    More refunds help

     
  • I’ve lost my receipt. Can I still get a refund?
  • Do I get a refund if I don’t collect my order?
  • What is the credit receipt policy?
  • Why is my refund different to the amount or way I paid?
  • 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 otherwsie stated; exclusions apply

    If you bought the item in store:
    Your receipt will no longer be valid. We’ll give you a credit receipt for the item’s last known selling price, unless it’s faulty. If the item has gone into the sale since you bought it and you don’t have a valid receipt, you’ll be given a credit receipt for the sale price.

    If you purchased the item online:
    The order summary document that came with your order is your proof of purchase and will show a dispatch date – the last return date is 35 days from this date (we appreciate that online orders may arrive a few days after the dispatch date, so we do allow a few extra days for returns for online orders). If you miss this date, items can only be exchanged in store. If you return an item with an expired order summary document via post, it will be returned to you.

  • Can I get a VAT refund if I’m an international customer?
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