If you've received a credit on your account but are unsure which customer this return relates to, this will be a direct return from your customer to our warehouse.
Our Returns team will process the return and credit your account:
- You'll receive an initial confirmation of the credit by email, including the total amount of the credit.
- This email will have the name of the team member who processed the return which should not be confused with your customer’s name.
- You'll then receive a separate email from our Customer Services team outlining the customer and order this credit relates to, so you can issue the refund to the correct customer.
| Important note: due to the volume of direct returns our warehouse are receiving, there may be a delay of up to 10 days between you receiving the credit and receiving the email from Customer Services. Please encourage your customers to return their goods via yourself where possible in order to minimise the time your customers are waiting for their refund. |
If you haven't received the email from Customer Services within 10 days, please contact them using the ‘Contact Us’ form at the bottom of this FAQ and they will be able to assist you.