All items for return or exchange need to be sent back within 21 days of receipt in a resellable condition - unwashed, unworn (except for the purposes of trying on) and with the original tags attached.
Complete the returns form on your despatch note, indicating the reason for return and whether you would like a refund or an exchange for the same product in a different size or colour.
Peel off the pre-paid returns label from the despatch note, stick it on your return parcel and send it back to us at the address below.
Wortley Moor Road
We strongly recommend you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive.
You are entitled to one pre-paid returns label per parcel that you receive. If you require an additional label, please click here.
*Free Returns UK only
We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund.
You can track your returned parcel to see that it has arrived safely at our warehouse and you will receive an email from us as soon as the refund has been processed, but please don’t contact us unless 10 or more days have passed and you still haven’t received the money.
Refunds are always credited to the original method of payment.
If you purchase a set, you will need return all pieces in the set for a full refund. We cannot accept any partial set orders for refund.
We’re happy to exchange an item for a different colour or size ONLY. Please follow the process above, indicating that you would like an exchange for a new size/colour in the 'Return Reason Code' column on the returns form.
Please also indicate the colour/size you would like to receive in exchange for the item you are returning in the same column.
All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.
If you want to exchange for a completely different style, we ask that you place a new order. Exchanges can be made to UK orders ONLY.
If you need your exchange in a hurry, we also suggest you place a new order and send back the wrong size/colour for refund.
Please note that in sale we do not usually offer free returns.
We also require returned sale items to be sent back within 14 days of receipt (although see below for your right to cancel).
However, we encourage you to send back unwanted items as quickly as possible because there are normally a lot of people waiting.
You have the right to cancel your order as long as you notify us in writing within 14 days of receipt. You then have 14 days to return your entire order (as per our returns policy) for a full refund, including the cost of any delivery charges.
Please note that enhancements such as next day delivery or gift boxes are not eligible for refund.
Items purchased with a hush gift voucher or e-voucher can be exchanged for another item or for credit back to the original voucher. Gift vouchers and e-vouchers may not be exchanged for cash or redeemed for further vouchers.
Gift Sets & Multi-buys
In case of the part return of a gift set or multibuy set, or a similar promotion triggered either by the total quantity or value of the items bought, the promotion will be void and you will be refunded proportionately according to the value of goods kept.
If for any reason you do not have a pre-paid returns label that you are entitled to in your order, please contact our customer services team or click here and follow the instructions. You will need your customer and order numbers to complete the form.
Please note the following:
The following items are not eligible for return: earrings, knickers, perishable items (such as chocolate, hot chocolate, tea, soap and nail polish etc.), items that have been personalised or customised, or gift boxes.
We only offer free returns to UK customers.
Items purchased in our John Lewis concessions or on the John Lewis website can only be returned to John Lewis. (See here for details). Similarly, items purchased on our website can only be returned to us as per the instructions above.
Unfortunately manufacturing faults do occasionally occur. If you believe an item to be faulty (or is not the item you have ordered), please contact us on 0330 6781468 or email firstname.lastname@example.org and we will advise on what to do next.
We are not able in any circumstances to refund return postage costs if you have not contacted us in advance.
For information on our Pop-up Shop returns policy please see here.