It may take up to 10 working days for your return to be received and processed by our Returns team.
Can I track my return?
How long does it take you to process my refund?
Will I receive an update when you receive my return?
How do I refund my customer with a credit on my account?
Can I track my return?
Click here to check if your return has reached our warehouse. You'll find the tracking number for your return on the returns label in:
- the email you received from Royal Mail when you downloaded your returns label, or;
- the proof of postage given to you at the Post Office.
How long does it take you to process my return?
Once your return has reached us, it'll take up to 5 working days for us to process your return. You'll receive a notification from us when your return has been processed:
- Credits can take up to a further 5 working days to reach your portal.
- Exchange orders will be delivered within 3-5 working days
Will I receive an update when you receive my return?
The first you'll hear from us is when our Returns team have processed your refund or exchange - we'll send you an email to let you know.
If you still haven't received a notification from us after 10 working days, please contact our Customer Services team.
How do I refund my customer with a credit on my account?
If you placed an order a customer on their behalf via your webshop, any refunds will be credited back via the original payment method. If you placed an order using Sister Pay, you'll need to wait until the end of month for any remaining balance to be paid out to you.
You will need to correspond with your customer directly to arrange their reimbursement.