What do I need to do before returning an item?

Before arranging your return, please refer to the Approval Guarantee checklist below:

• If you receive incomplete items, or if a part arrives broken, please call us on 0844 811 1800 or email us before arranging the return as we may be able to replace the part.
• Items must be returned within 21 days of when you received the item.
• Please ensure the product is unused, complete and safely wrapped in its original packaging and that any security tags are still intact
• Please place the returned goods note for each item you are returning into the delivery bag with the items.
• Stick the returns address label over the original label

For more information please check our returns policy.

How do I return an item?

Please place the returned goods note for each item you are returning into the delivery bag with the items. Stick the returns address label over the original label. Items must be returned within 21 days of when you received them.

With Collect+ you can return most unsuitable items for free, when it suits you.

• There are over 4,000 participating shops, many open early morning to late evening
• Simply drop off your parcel (up to 10kg) and we will take it from there
• To find your nearest Collect+ shop click here or call us on 0844 811 1800

You can also return items with our courier service, Yodel

• To arrange a collection in My Account click here or call 0844 811 1800

How do I arrange a collection?

If you don't wish to return your item through a local Collect+ store, it's not a problem. A Yodel van can come and pick it up from your address. Simply click My Account and choose 'Arrange a Return' or call us on 0844 811 1800.

Please ensure that you get a proof of return sticker or have your receipt stamped. Keep this in a safe place in case of any query. If you can't produce a proof of return on a query, we reserve the right not to credit your account.

Can I use Collect+ for returns?

Yes. Collect+ returns are a free, convenient and secure way for you to return your items to us. There are over 4,000 local shops and most are open late, 7 days a week. We strongly recommend you use this option.

The shop will give you a receipt with a tracking code so that you can follow the progress of your return online. Your parcel should weigh less than 10kg with dimensions up to 60cm x 60cm x 90cm and be securely wrapped. Click here to find your most convenient Collect+ store.

Please remember to attach a completed returns address label. If you do not have one, simply download it here.

Can I return my item at a Post Office?

We strongly recommend that you use Collect+ as the most convenient way to return items, but you can also return items through the Post Office. Please return items within 21 days, unused and in their original packaging, and with any security tags in tact.

Click here to find out about Post Office branches in your area >

Ensure that your parcel is securely packaged and enclose your returns note, providing a reason for return and ensuring the returns address label is fixed securely to the outer packaging.

The Post Office will provide you with a receipt. Please retain this until the item has been credited back to your account.

Where can I get a replacement returns note?

If you need a new returns note for returning items through Yodel or via the Post Office, you can download one by accessing My Account and clicking on the link 'Arrange a Return'.

If you want to return an item with Collect+ simply click here

Simply print it out and attach it to your parcel.

How long will it take for my account to be credited?

Please allow up to 7 days from the date of collection for your account to be credited for Collect+ and Home Delivery Network collections, and 14 days for goods returned via the Post Office.

REMEMBER to make your usual payment, as anything you return will not be credited to your account until your next statement. Please note returned items do not count towards your minimum payment.

Why hasn't my return shown up on my statement?

Returns can take up to 14 days to get back to us and to be credited to your account. If you sent your parcel back through a Collect+ shop, click here to track it using the number on your receipt.

Take a look in My Account to see if your account has been credited since you received your statement. If the goods are still not showing as a credit more than 14 days after collection, please call us on 0844 811 1800. Have your parcel receipt number ready, along with the item number and order date.

Alternatively, complete this missing return form which is located in the returns section of our help pages

The item I bought was part of a promotional offer, what do I need to return?

All promotional offers, e.g. free gifts or 3 for 2s, must be returned in their entirety. Failure to comply may result in you being charged the full price for the items you keep

What is your Returns policy?

You can shop with us in confidence because, for most products, we will replace or refund most items provided they are returned complete, unused and in the original packaging, with any appropriate security tags intact, within 21 days of receipt.

Exceptions to our Approval Guarantee

Our Approval Guarantee does not apply to some items or may apply only if certain conditions are met. We will advise you of these exceptions when placing your order. These items are clearly identified on the product page and any conditions are set out there. This does not affect your statutory rights