faulty or icorrect item As soon as you discover a fault, please contact us on one of the options below with: The order number The faulty item’s name A description of the fault We want to sort out any issues with incorrect items straight away. If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you as soon as it’s arrived back at our warehouse. Please fill in the section on the back of your delivery note to say the item is incorrect and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on. Returning something from outside of the UK? Local post office Return through your local post office You’ll find a label on your returns note in your parcel, note that this is not pre-paid Contents: – What are the basics? – Returns options – After you’ve returned your items You can return any item to us within 45 days of receiving your order (just make sure your items are in the original condition). All we ask is that you make sure your order number and whether you want a refund or an exchange of any items is confirmed on your returns note. We can’t take care of your return without these details, so make sure the returns form is filled out and placed in your parcel. If you’d like to return your item for an exchange, we’ll send your replacement to the original delivery address. Please ask for proof of postage and keep this safe in case we need to see this later. Returns options If you’re a UK customer, you have 7 options when returning your items: • Collect+ – Return via a Collect+ location. • Doddle – Return via a Doddle store location. • Harmes – Return via a Hermes Parcel Shop location. • Harmes – Book a courier collection to collect Monday to Saturday. • In post – Return via any InPost Parcel locker location. • toyou – Return via a toyou/ASDA store location. • Royal Mail – Return via a Post Office location. Please note, if you’re a UK customer looking to return your order from the Channel Islands, you’ll need to return with your local Royal Mail Post Office. After you’ve returned your items It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and completed. We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund or exchange has been processed. Any refund will automatically be issued to the payment method you used to place your original order. This typically takes up to 10 working days, depending on your payment method issuer. If you’re returning multiple items from an order, or more than one order in the same parcel, please allow up to 24 hours for all items to be processed. Individual items may be refunded at different times within this period at the warehouse. All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. What are the basics? We want to give you a hassle-free way to return anything, and returns are free.