Find out about your refund and what happens with cancelled orders.
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.
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 a little longer depending on where your return is in the process and how your bank handles the payment.
Here are the most common reasons for delays:
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Your return hasn't been processed yet
Once your return has been scanned by the courier, please allow up to 14 days for us to process your return and issue your refund.
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Courier delays
If your parcel hasn’t been scanned or is delayed in transit, processing won’t begin until it reaches our returns facility. -
Bank processing timesOnce we’ve issued your refund, it can take an additional 3–10 working days for the money to appear in your account, depending on your payment provider.
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Busy periodsDuring peak times, such as sales or holidays, return processing may take slightly longer than usual.
- Check your return tracking to confirm it's been scanned by the courier
- Allow the full 14 days + 3–10 working days timeframe before taking action
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 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.