Which products are excluded from the refunds policy?

The following items are excluded from our "goodwill" returns policy: Gift cards, beauty*, food, food gifts, Food to Order, earrings, wine, hampers, duvets*, pillows*, bra accessories. Made to measure orders, flowers, plants, fruit baskets, lingerie (for hygiene reasons), gifts and personalised items and any products with a seal, where the seal is broken. These products can only be returned in accordance with your legal rights (for example, if they are not fit for purpose or not as described).

Some of these items may have their own terms and conditions which will be provided to you at the time of purchase.

*Please note, beauty and bedding such as duvets and pillows can be returned under our goodwill policy if they are unopened and have the security seal intact.

Bridesmaid dresses and adult fancy dress costumes can only be returned by post. Please return these with their hangers, protective coverings, carriers and wherever possible, in the original outer packaging.

If you’d like to speak to us about your food, wine, flowers, plants, technology or a Made to Measure items, please contact us (lines open 8am-7pm every day).

To speak to us about furniture items, please find our furniture customer services number on our contact us page (lines open 8am-9pm Monday to Friday and 8am-5pm Saturday and Sunday).

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