Use this article if…
- You want to send something back.
- You've posted something back and you're waiting on the refund.
- Something arrived damaged or isn't what you ordered.
Quick answer
Start a ticket before you post anything back, because we'll send you the return address and match your parcel to your order when it arrives. Your refund goes to your original payment method once the goods are back with us and checked.
Problem
- You need to return an item and you want to know the order things happen in.
Symptoms
- Your item arrived damaged, faulty, or isn't what you ordered.
- You've changed your mind about something that hasn't been fitted.
- Your parcel is back with us and you're waiting on the money.
Cause
- Your refund waits on the goods. We refund once the item is back with us and checked, so the return trip is the part that sets the timing.
- A parcel with nothing in it to identify you slows itself down. Returns arrive daily and an unlabelled box can sit unmatched.
- Fitted parts change the answer. Once a part has been installed it stops being a change-of-mind return and becomes a warranty question.
Fix Step-by-step
- Raise a ticket before you post: tell us your order number and what's coming back. We'll reply with the return address.
- Photograph it first if it arrived damaged or wrong: photos of the item and the packaging often settle it without the parcel needing to travel at all.
- Put your order number and your name inside the box: that's what matches your parcel to you the day it arrives.
- Send the accessories and the box where you still have them: anything that came with the item should come back with it.
- Keep your postage receipt: where the return is down to a fault or our error, send us the receipt and we'll cover the postage.
- Watch for the refund on your original payment method: it goes back the way it came, and your bank can take a few business days to show it.
Still stuck? Send us these photos
Send your order number, what's coming back, and photos if it arrived damaged or wrong.
What sets the timing
Three things decide how long a return takes, and only one of them is at our end.
- The post. Your parcel's trip back is usually the longest part.
- Matching it up. Same day, where your order number is in the box.
- Your bank. The refund leaves us immediately and can take a few business days to show on your statement.
If posting is awkward where you are, tell us. Nothing expires while the parcel is in your hands.