Returns FAQ'sI need help with the Goods Return Form
IMPORTANT NOTE: The below instructions are for orders which were placed on or before 8th September 2023. If you're trying to return a product which was ordered after 8th September 2023; it will have different instructions and needs to be sent to a different address for processing. Please head here for further help: How do I return my item?
Whenever you're sending a parcel back to us, please remember to fill in the Goods Return Form and pop it inside the parcel. We'll use the details on this form to find your order and process your return for you.
Where can I find a Goods Return Form?
We sometimes send paperwork inside the parcel, this may include a Goods Return Form similar to the above. If you don't have one you can either print one here, or you can put the same details onto a piece of paper - either way, as long as you let us know the below detail we'll be able to process your return for you:
- Your Account Number
- Your Name
- The PCN Number
- The Item Number returned (& how many)
- The Item Description
- The Reason for return
Where can I find this information?
Your Account Number - Your account number is an 8 digit number that can be found when you login to My Account, it'll usually be at the top of the screen. You'll also find it on any paperwork we've sent to you, such as a Parcel Contents Note or Statement.
PCN Number - This is also known as the Parcel Contents Note number, and is 6 digits long. Every time you place an order you'll receive a PCN number once your order is processed. Sometimes we may even split an order into multiple PCN numbers. You can find this number when viewing your order online when you login to My Account, you'll also be able to find it on paperwork which is included in some parcels.
Item Number - Every item that we sell has a unique reference that may look like this "000-000-00XX" or this "00000000XX". For clothing items, there is usually a different item number for each size. To find out which item number you ordered, please check your order history when you login to My Account, you'll also find the item numbers on the emails we send to you confirming your order progress. When completing the Goods Return Form, you can ignore the - characters, we just need the numbers and letters e.g. "00000000XX"
Item Description - This is the item name, you'll be able to find this on your order history when you login to My Account, you'll also find the item numbers on the emails we send to you confirming your order progress.
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