Has your return been scanned by the carrier?
Once your return has been scanned, we will process your refund within 14 days. You will receive a refund confirmation email once your refund has been processed. Depending on your bank or payment provider, it may then take 3–10 working days for the refund to appear in your account
Refund Timelines
When will I receive my refund?
Once your parcel has been scanned by the courier, we aim to process your return and issue your refund within 14 days. You'll receive a confirmation email once your refund has been made.
Please note: It can then take a further 3–10 working days for the refund to appear on your original payment method, depending on your bank.
Where is my refund?
Please allow up to 14 days from when your return was dropped off for your refund to be processed. After that, allow a further 3–10 working days for it to appear on your payment method.
If it has been longer than this, please contact our Customer Care team with your order number.
Do I get my shipping fee refunded?
- Full order returned: Yes — any shipping fees you paid will be refunded
- Partial order returned: Shipping fees are not refunded
My refund is incorrect — what should I do?
Please contact our Customer Care team with your order number and we'll sort it out for you.
Cancelled Orders
When will I be refunded after cancelling my order?
Once your order is cancelled, your refund is usually processed within 3–10 working days, depending on your bank.
- If you paid by credit card, the charge is only pre-authorised and not captured, so the hold should drop off automatically
An item in my order was cancelled — when will I be refunded?
If an item was cancelled before shipping, you won't be charged. If a refund is needed, it will be processed within 3–10 working days, depending on your bank.
- If you paid by credit card, the charge is only pre-authorised and not captured, so the hold should drop off automatically
Payment Questions
My card is expired or closed — will I still get my refund?
Yes — your refund will still be processed.
- Your bank will usually route the refund to your new card or account automatically
- If not, contact your bank — they'll be able to locate or release the funds
Need More Help?
How do I start a return?
For step-by-step return instructions, return fees, and return conditions please see our How to Return an Item article.
My item arrived damaged or I received the wrong item
For damaged, faulty, or incorrect items please see our Damaged, Faulty & Wrong Items article.