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What is your returns and refunds policy?

Our goodwill returns policy, which is in addition to your statutory rights, entitles you to a refund or exchange for an item bought online or in store with a valid receipt or parcel summary document within 35 days of purchase or receipt, excluding sale items. Some items are excluded from the goodwill returns policy; this does not affect your statutory rights.

For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition.

Sale items

For sale items purchased via our website, we’ll be happy to either refund or exchange an item if you change your mind within 14 days of receipt. Our refund and exchange policy for sale items purchased in store may differ and this will be made clear to you at the time of purchase.

Exclusions

The following items are excluded from our goodwill returns policy:

Beauty products*, bra accessories* duvets*, earrings, flowers, food, food gifts, Food To Order, fruit baskets, furniture, gift cards, hampers, lingerie (not including bras), made-to-measure and personalised items, mattress protectors*, pillows*, plants, swimwear*, toiletries*, wine and any product where the seal is broken.

These products can only be returned in accordance with your statutory 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 that these products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.

Exceptions

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

Statutory cancellation rights (online orders only)

For orders placed via our website, we also offer the refund and return policy specified by law under the Consumer Rights Directive 2011/83 (‘CRD’), which states that you have a right to cancel and return products anytime within 14 calendar days after the day on which you received the products. You can find full details of our website terms and conditions here.

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