Find out about your refund, why it may take longer and what happens with cancelled orders.
Has your return been scanned by the courier?
Once your return has been scanned, we will process your refund within 14 days and send you a confirmation email. Depending on your bank or payment provider, it may then take 3–10 working days for the refund to appear in your account.
Refunds
I've returned my item. What happens next?
Will I be notified when my refund has been processed?
Yes. Once your return has been processed, we will send you a confirmation email to let you know your refund has been issued.
Where is my refund?
Why is my refund taking longer than expected?
Refunds can take longer for these reasons:
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Your return hasn't been scanned yet
Processing starts once the courier scans your return. Check your return tracking.
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Your return is still being processed
Allow up to 14 days after it has been scanned. -
Your bank is processing the refundAllow a further 3–10 working days after we issue it.
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It's a busy period.During sales and holidays, processing may take slightly longer.
My return hasn’t arrived. Will I still be refunded?
How will I receive my refund?
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, the amount you received and the amount you expected. We will review this for you.
Cancelled orders
When will I be refunded after cancelling my order?
Once your order is cancelled, what happens next depends on whether your payment was captured.
If your payment was captured: Your refund will usually appear within 3–10 working days, depending on your bank or payment provider.
If your payment was only pre-authorised: No refund is needed because the payment was not taken. Any pending hold should be released automatically by your bank.
An item in my order was cancelled. When will I be refunded?
If the item was cancelled before it was dispatched, you may not have been charged for it.
If the payment was only pre-authorised: Any temporary hold should be released automatically by your bank, usually within 2–5 working days.
If payment was taken: Your refund will usually appear within 3–10 working days, depending on your bank or payment provider.
Payment questions
My card has expired or been 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.