HOW AND WHEN WE REFUND YOU WHEN YOU MAKE A RETURN
When returning your item, the way you originally paid will determine how we refund you. The quickest way to receive your refund is to make your return to a store.
For all other methods, we'll process your refund once the item comes back into our warehouse. It can take up to 14 days (usually sooner) for the refund to appear in your bank account, but we'll keep you informed at each stage of our process.
Credit / debit card
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
If you're returning your item(s) directly to a store, please take the card with you that you used to make the purchase.
If you paid online using PayPal and return your item to a store, we can refund your PayPal account straight away. Please make sure you have your order confirmation or delivery note with you.
If you send your item back to us by courier, Royal Mail or Collect+, we'll process a refund to your PayPal account once we receive your return.
Gift cards & Evoucher
For items bought in store or online with a gift card or eVoucher, return the item to one of our shops and you’ll be given a gift card to the relevant value.
If you originally purchased the item online using a gift card or voucher and make a return via courier, Royal Mail or Collect+, we'll refund the amount owed to you onto a new gift card.
If you don't yet have an online account, you can create one; just follow the instructions on our sign-up page.
If your email address is already registered and you need to reset your password, enter your email address in our forgotten password form and we'll send you an email with instructions.
If you paid by cash in the store, we'll refund you in cash if you have your receipt. This doesn't affect your statutory rights.
Returning a gift
Return your gift in store using the despatch note, and we'll refund you with a gift card. You also have the option to exchange the item if you prefer.
If you don’t have a gift receipt or despatch note and are eligible for a refund, we’ll reimburse you with a gift card equal to the current selling price of the item(s) in our shops.
LOST YOUR RECEIPT OR DELIVERY NOTE?
If you placed your order online and signed into your account before checkout, it will be in your order history and you can print it off.
You can also show the order confirmation email on your phone to the assistant if you're making a return to a store.
If you bought the item in the store and you used your Explore More card at the time, you can then show this to the assistant processing your return.