How can I return items?

  • Most items ordered online can be returned for FREE via four easy-to-use routes.
  • Anything bought in store should be returned to a store.

Click here to see the exclusions.

 

Return method

Cost

To qualify for free returns your item must be:

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1. Return to a store

FREE returns to most of our UK stores (excluding Outlet, Simply Food and stores at service stations, railway stations and airports)

 

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2. Return using Collect+

 

FREE

Under 50 x 30 x 30cm and weighs less than 10kg

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3. Return via post

FREE within the UK

Under 61 x 46 x 46cm or under 5kg in weight.

Parcels that exceed the weight and size will be charged at standard Royal Mail charges

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4. Return through an InPost locker

FREE

Under 38 x 38 x 64cm (that's the size of a microwave) and weighs less than 15kg

  •  Your parcel summary document is your receipt.

 

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1. Returning items to a store - FREE

You can only return an item by post if you ordered it online, by phone or at the in-store order desk

Step by Step:

1.    Take the item and your parcel summary to any of our UK stores with the exception of Simply Food, Outlet stores or M&S stores at service stations, railway stations and airports

2.    Find your nearest store here

Additional information:

Please note that personalised fit clothing, wedding dresses, bridesmaids' dresses, fine jewellery and adults' fancy dress costumes can only be returned to us by post. Please return them in or with their original packaging.

 

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2. Returning items using Collect+ - FREE

Return an item using Collect+ which is available in over 5,000 supermarkets, newsagents and corner shops in the UK

To find your nearest Collect+ location, visit www.collectplus.co.uk.

Step by Step:

1.    To return via Collect+ complete the returns form by selecting your reason(s) for return

2.    Enclose the completed returns form within your parcel and package your parcel up securely

3.    Stick your completed Collect+ label to your parcel so it covers the barcode of the original delivery label

4.    Take your parcel to your nearest Collect+ location

5.    Make sure you get a Collect+ returns receipt and code so you can track your parcel

Additional information:

Collect + will only be able to receive parcels that are no more than 50 x 30 x 30cm and weigh less than 10kg

If you can’t find your Collect+ label visit www.collectplus.co.uk and print off a label

 

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3. Returning items by post - FREE

You can only return an item by post if you ordered it online, by phone or at the in-store order desk

Step by Step:

1.    Complete the returns form by selecting your reason(s) for return

2.    Enclose the completed return form with your parcel and attach the prepaid Royal Mail return postage label provided

3.    Package up securely

4.    Please obtain a receipt from the post office as proof of postage.

5.    Track your return using the 13-digit Royal Mail reference code, found on your receipt, via: http://track2.royalmail.com

Additional information:

Postage is free for parcels under 5kg in weight and 61cm x 46cm x 46cm in size

Any parcels that exceed the weight and size will be charged at standard Royal Mail charges if returned via the postal system

For large items that cannot be sent in the pre-paid package, please arrange for collection by us promptly at your own cost (£50).

Can’t find your parcel summary document? click here

 

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4. Returning items through an InPost locker - FREE

You can now return an item using an InPost parcel locker, accessible 24 hours a day, seven days a week, 365 days a year.

Step by Step:

1.    Complete the returns form by selecting your reason(s) for return

2.    Enclose the completed form within your parcel

3.    Click here to get your free InPost returns label and to locate your nearest InPost locker

4.    You'll be sent an email with your returns label that you'll need to print and attach to your return parcel. You must create and print one label for each parcel.

5.    Take your parcel to any InPost parcel locker

6.    When you're at the parcel locker, just select 'send a parcel', scan your label and place your parcel inside the locker compartment

7.    Only one parcel can be placed in each compartment, but you can send a number of parcels at the same time - each locker terminal has at least 47 compartment boxes that are emptied at least once a day.

8.    Track your parcel using this link and the tracking reference that you'll receive by SMS and/or email

Additional information:

InPost can only return items that are smaller than 38cm x 38cm x 64cm (that's the size of a microwave) and weighs less than 15kg

 

Returning International orders

Click here to link to guidance on international returns.

Refunds

Click here.

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