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
I just dropped off my return — what happens next?
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.
How will my refund be paid?
Refunds are always issued to the original payment method used for your order.
If that payment method is no longer available, your bank or payment provider will be able to help locate or release the funds.
My return hasn’t arrived — will I still be refunded?
Refunds can only be issued once your return has been received and processed.
Please keep your drop-off receipt and tracking information until your refund is completed.
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
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My refund is incorrect — what should I do?
Please contact our Customer Care team with your order number and the amount you received. We will review and resolve this 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 card or wallet (Visa Debit, Mastercard Debit, Credit Card, or Apple Pay), the charge is only pre‑authorised and not captured, so the pending hold should drop off automatically.
In this case, no refund is issued, as no payment was taken.
An item in my order was cancelled — when will I be refunded?
If the item was cancelled before it was dispatched, no payment was taken for that item. Any temporary hold on your account will be released automatically within 2–5 working days.
If a refund is needed, it will be processed within 3–10 working days, depending on your bank.
- If you paid by card or wallet (Visa Debit, Mastercard Debit, Credit Card, or Apple Pay), the charge is only pre‑authorised and not captured, so the pending 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