How do I return an item?
If you’ve accidentally ordered the wrong product or have a product that’s faulty or damaged, you can arrange a collection or reorder.
How to return a purchase
To start the returns process of a product you no longer require you’ll need to contact us within 10 business days (14 calendar days) of receiving the product. Some computing or technology products need to be returned sooner, so please check with our Customer Care Team if this applies to you. Goods must be unopened and in their original manufactuer packaging.If you contact us more than 10 business days after delivery, we may be unable to provide you with a full refund for the goods being returned.
I have received a damaged item
If you have received an item that is damaged on arrival you must contact us within 5 working days of receiving the goods. We may require proof of the damaged item before we arrange a collection and reorder. If you contact us more than 5 working days after receiving the goods we may not be able to help with a replacement item.
I have received a faulty item
If a product you have received has developed a fault we may be able to arrange a collection and replacement if the fault develops within 5 working days of receiving the goods. Depending on the nature of the product, you may need to contact the manufacturer to arrange a repair or replacement. Any applicable warranty periods are subject to the manufacturer guarantee.
Contact us via phone or email
You can contact our Customer Care Team on 0800 316 3876. Our phone lines are open Monday to Friday, 9am–5:30pm.
Alternatively you can start your returns process online. Simply login to your account, go to the Contact Us page, choose the relevant order number and let us know which product you’d like to return.
Free courier collection
After you’ve contacted us, we’ll email you a returns number and arrange for free collection. For all products (excluding furniture), a courier will collect the product you’d like to return within 3 business days.
If you’re returning furniture, our couriers will contact you within 3 business days to arrange collection of the goods which are to be returned.
Getting ready for collection
When the courier comes to collect the product, you’ll need to let them know the returns number you received from our Customer Care Team.
Simply write the returns number on a sticky note and attach it to the unopened box or packaging. Please don’t write or tape the number onto the product that’s being returned,
Collections will only be attempted twice. After the second time we’ll be unable to issue you with a refund. Please contact us if your product hasn’t been collected within 5 business days of the courier contacting you.
Can I exchange a product?
Unfortunately we’re unable to offer product exchanges.
If you’d like an alternative product to what you’ve ordered, we suggest you return the unwanted goods to us for credit then place a new order online.
Will collections happen at the same time as delivery?
Our couriers are unable to deliver and collect products at the same time because we will sometimes use different couriers to deliver different products. For more information on arranging a collection please CLICK HERE
Can I change or cancel an existing order?
Unfortunately you’ll be unable to edit or cancel an order if you’ve confirmed and paid for it.