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Returns, refunds and exchanges


We're going Paperless! In the next few weeks, we will be making a change and will no longer add a printed parcel summary to your order. You will still be able to make a return via post or in-store however how you send your item back to us will be different. We will update you soon with further information on our new digital returns options. For now, you can still follow the easy steps below to make your return.

Our standard return policy for anything you buy from us is 35 days. This applies to both online and in-store purchases, except in case of sale items. You have 14 days for sale items bought online, unless otherwise stated; exclusions apply). If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange in our clothing and home stores (store returns only) or a full refund. This does not affect your statutory rights. Please click here for further details. If you have an issue with the quality of a product purchased from us, please click here.

The refund period for Schoolwear bought up to 28 August has been extended to 1 October 2020. After that date, our standard refund policy of 35 days will apply and the last date for a refund will be as shown on your receipt. EXCLUDES: footwear, accessories, underwear, hosiery and coats.

Items bought instore

Any clothing, home (excluding furniture) and beauty products can be taken to any UK clothing and home store (excluding Simply Food, M&S Food, Outlet, hospital, airport, train station, BP, WHSmith and Moto stores) for a refund or exchange. Outlet purchases can only be returned to Outlet stores. Don’t forget to bring along your receipt.

For food purchases, your best option is to return to the store of purchase. If this is not possible, please contact us.

Items bought online

FREE ways to return:

  • In Store
  • CollectPlus
  • Post
  • You can return any unwanted items paid for by Clearpay in any UK store including Simply Food, M&S Food and Outlet stores (but excluding hospital, airport, train station, BP and Moto stores). You can also return items by post and via CollectPlus. While we are unable to directly offer an exchange on orders placed through Clearpay, you are able to return the item(s) for a refund and place a new order online.

  • PayPal orders

How can I return an international order?


When will I get my refund?


Please be aware that returns sent via the post or our Simply Food stores are currently taking slightly longer to process. Please allow up to 21 working days at this time for your refund to appear in your account, as we will be unable to look into your refund before this time has passed.


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