We're really sorry that you're not happy with your order. If you're looking to return something to us you can find information about our services along with postal and in-store returns can be found on our Returns & Refunds page – please visit Returns & Refunds.

If you are concerned that your item may be faulty please let us know straight away by contacting our Customer Care team.

This depends on the reason for your refund.

Let's start with returns. If you used our Returns Portal, we expect the carrier to have returned your order to us within 10 days of you passing your return to them. If you used an independent carrier to return your order, you should check with them for their delivery timescales. You can usually track the parcel's journey via the carrier's website.

Once the parcel has arrived with our returns team, we aim to process it within 14 days. This marks the item(s) as returned and triggers a refund.

Once the refund process has started, we expect the refund to be back with you within 5 working days. This timeframe can vary according to your payment provider.

If the refund was due to a cancellation, we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method.

Standard refunds typically take 3-5 working days to appear in your account once processed.

However, processing times can vary depending on your payment method:

PayPal

Funds usually show in your PayPal account within 24 hours of the refund being processed

Klarna

Your Klarna invoice (outstanding balance) is amended immediately
Any payments you've already made toward the invoice will be refunded back to your original payment method
This refund transaction is handled directly between you and Klarna, not the JD Group

Clearpay

Your Clearpay invoice (outstanding balance) is amended immediately
Any payments you've already made toward the invoice will be refunded back to your original payment method
This refund transaction is handled directly between you and Clearpay, not the JD Group

What if my refund takes longer than expected?

If your refund exceeds the timeframe stated above for your payment method, please contact us so we can help resolve the issue.

You need to use the longer order number from your order confirmation email, not your Shopify order number.

If you are entering the correct order number and are still getting an error message, or are otherwise unable to progress with the return, please contact our customer care team.

Contact our customer care team as soon as you notice the fault. Our team will review your case and guide you through the next steps.

Will I get a replacement for my faulty item?

We no longer offer replacements. Instead, all faulty items are processed as refunds, which gives you more flexibility to re-order a different item if you choose.

Do I need to return my faulty item?

This depends on the type of fault. Our customer service team will let you know if a return is required and provide you with clear instructions, return labels, and packaging requirements if needed.

How long does the refund process take?

Once your case is approved (and the item returned if required), we'll process a full refund to your original payment method. You'll receive confirmation when the refund has been completed.

What if I still want the same item after getting a refund?

You are welcome to re-order the same item once you've received your refund.

We are very sorry if we accidentally sent you the wrong item. Please view our returns page for details of how to return the item for a full refund.

Unfortunately, we cannot process returns for items purchased more than 28 days ago, as this falls outside our standard return policy window.

However, if you have concerns about your purchase, we recommend contacting our Customer Care team who may be able to assist you with alternative solutions or discuss your specific circumstances.

What if my item is faulty but I've had it for more than 28 days?

If your item is faulty and still within the manufacturer's warranty period, you may still be eligible for repair, replacement, or refund. Please contact our Customer Care team and they will guide you through the warranty claim process. Please include the following information:

• Proof of purchase
• Description of the fault
• Model/serial number if applicable

What's covered under warranty?

Warranty coverage varies by product and manufacturer. Our Customer Care team can check the specific warranty terms for your item and explain the next steps.

No, in-store purchases must be returned to the same store where they were originally purchased.

This policy ensures we can process your return quickly and efficiently.

What do I need to bring when returning an in-store purchase?

Please bring:

• The item(s) in original condition
• Your receipt or proof of purchase
• Original packaging

We can offer returns for online orders in store or online, but we cannot offer replacements or exchanges for online purchases.

No, membership fees are non-refundable. This policy is clearly stated at the time of purchase when you sign up for your Membership card.

We encourage all potential members to review the terms and conditions before completing their purchase.

You are still able to access our members prices and benefits. Membership is non-refundable and lasts for 12 months from purchase or renewal.

If the rest of your order is cancelled and you would also like to cancel your membership card, simply contact our customer care team. We'll be happy to process a refund for the £5 membership card fee.

You'll receive an email confirmation once we've received and processed your return. This email will include details about when to expect your refund based on your payment method.

Orders placed in store can only be exchanged or refunded in store. Online orders cannot be exchanged but can be returned to store or by post for a full refund.

Please use our store finder for local store details and opening hours. We are sorry to say that we are unable to offer an exchange on items that are returned by post to our returns centre.

You have 28 days to return your order to us, from the date you receive your order.

The warranty period varies per brand and product. Please contact our Customer Care team if you have a warranty query.

First, check that the expected processing time for your payment method hasn't passed.

If it has been longer than expected, please get in touch with our customer care team with your order number and return details, and we'll investigate immediately.

If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:

Your delivery charge is non-refundable except where goods are faulty, we have sent you the wrong item or you cancelled the order under the Distance Selling Regulations. If your original purchase was part of a multibuy promotion e.g. "buy one get second half price", and you have returned one item or part of the original multibuy offer, then you will be charged full price for the remaining items, which will be reflected in the amount we refund you.