Returns and Refunds
If your order is being delivered by DPD, you can use the DPD app to donate any unwanted clothing to one of five UK charities listed below:
All you need to do is open the DPD app, book a ReLove collection, choose your charity and then bag the goods! DPD will take care of the rest by picking up the bag when they deliver your NEXTSHOPPER order. After that, your pre-loved items will soon be on their way to your chosen charity to be sold in store – it’s simple!
The initiative is one of many currently in place at NEXTSHOPPER to help ensure our customers dispose of their unwanted clothes more responsibly. Find more information on the DPD ReLove Scheme here.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
All returns to NEXTSHOPPER must comply with our Fair Use Policy outlined below.
Partial Refunds
Our Fair Use Policy exists to ensure we can continue offering free returns to the vast majority of our customers.
For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us.
When deciding whether to make this deduction from your future refunds, we apply an objective formula based on your shopping behaviour, taking into account whether you have made particularly excessive returns well beyond the average NEXTSHOPPER customer’s returns, as well as the number and value of orders made by you.
If you fall into this group, you will still enjoy free returns when:
- You keep £40 or more of any order and are a non-Premier customer; or
- You keep £15 or more of any order and are a Premier customer.
If this £3.95 deduction will apply to your future orders and refunds for returns, we will send you an initial e-mail notification. You will also see a message at the checkout and on returns pages, reminding you how much of the order you need to keep to avoid having £3.95 deducted from your refund. If you don’t see these messages, good news! You’ll continue to receive free returns on your orders.
If you’ve placed an order with Klarna or Clearpay, you’ll be paying for your order in regular instalments. If you return an item within 28 days of it being delivered to you, or available for collection, we’ll arrange a refund to you of the relevant amount, with the return charge deducted (if applicable). NEXTSHOPPER has no liability to you for any instalments or additional charges incurred to Klarna or Clearpay, so make sure you pay them off in full!
Using Klarna or Pay Later in 3 with Klarna? Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. For Terms and Conditions, click here. Late fees apply.
Faulty and Incorrect Items
You can continue to make free returns for products that are faulty or where we have sent you a product that you did not order.
If your item has a fault, please return it to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty/Broken’ when selecting a reason for your return. Unable to create a return or your item is in an unreturnable condition? Please get in touch with our Customer Care team here and provide a photo of the faulty item, we’ll be happy to help.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault will not be refunded.
If you received a wrong item, please send it back to us as soon as you can. You’ll need to select ‘Incorrect Item Received’ as the reason for return when creating your return. Find out how to return something here. Some brands have non-UK sizes displayed on products, so to check if you received the right size, please have a look at our size guide.
PLEASE NOTE: If you have selected the category of return incorrectly or falsely, and we determine that the item is the correct item you ordered or does not in fact have a fault (as applicable), we reserve the right to charge you a returns fee.
This section doesn’t affect your statutory rights.
Suspicious Activity
If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend your account and any associated accounts.
Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities – much, much more than even the most loyal NEXTSHOPPER customer would order; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” below); or items are returned that are worn/used and do not correspond to the original order.
If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.
Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.
Follow this link to read more about our Returns Policy.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
How do I return something to you from the UK?
Returning from Isle of Man, Guernsey, or Jersey? Good news: you can now place your return through My Account! Just follow the instructions below.
Returning an item sold and shipped by an NEXTSHOPPER Brand Partner? Follow this link.
- Returns from the UK are free and trackable.
- You have 28 days from the date your order was delivered or made available for collection to return it.
- We’re paperless, so you won’t receive a returns note with your parcel – don’t worry, you won’t need one, just place your return as described below.
- All returns are subject to our Original Condition and Fair Use policies – check out our Returns Policy.
- It takes up to 10 calendar days for a returned parcel to reach our warehouse and be processed.
- Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
- We don’t offer exchanges – all accepted returns will be refunded.
Something’s not quite right with an item you received? For more info on faulty and incorrect items, follow this link.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and may have to send it back to you.
We may have retained a deduction of £3.95 from your refund in accordance with our Fair Use Policy (see here for further details).
Placing your return
- Go to ‘My Account’ and open ‘My Orders’. Select ‘Create Return’ on the order you want to return. Returning items from multiple orders? No problem – you’ll see all items from the orders you can still return on your screen.*
- Select the items you’re returning and the reasons for return.
- Search for your nearest drop off point, then select ‘Place Return’. You’ll receive a QR code by email – you can also find it in ‘My Returns’.
- Place your return in a single parcel. You can use any packaging you like – doesn’t have to be the one you received your order in – as long as it’s secure.
- Take your parcel and your QR code to your chosen drop off point and they’ll take care of the rest.
Want to book a collection instead? Follow this link for more info on how collections work.
*Please note: when combining your return with items from previous orders, you’ll only be shown the orders that were delivered up to 14 days ago. You can still return qualifying items from orders delivered between 14 and 28 days ago, but you’ll need to place your return directly from these orders.
Packing your return
Please make sure all the items you’ve selected to return fit in one parcel. If they don’t, you’ll need to create a separate return for the second parcel with the items in it – it’ll have its own QR code and tracking number.
You can also send us any opened or used NEXTSHOPPER packaging that you’ve received with any recent orders. We know that not all local recycling facilities accept every type of plastic packaging.
Depending on your chosen drop-off point, please make sure your parcel doesn’t exceed the sizes listed below (otherwise the carrier may not be able to accept it).
EVRi: 15kg, 120x60x60cm
Royal Mail: 20kg, 61x46x46cm
ASDA toyou: 25kg, 90x60x60cm
InPost lockers and shops: 15kg, 41cm x 38cm x 64cm
DPD: 20kg, 60x60x60cm
Dropping off your return
You’ll select your drop-off point when placing your return, but if you change your mind, your QR code can be used at any drop-off point that offers the same returns service as the one you originally selected. Find the nearest drop-off location for your chosen carrier below:
EVRi Drop Off – select ‘Refine Search – pay, print or return in store‘ to see which EVRi locations offer the print in store option.
Royal Mail Post Office finder – use the Filters tool next to the postcode search bar to see which Post Office locations offer print returns label services in store.
ASDA locations
InPost locker and shop finder – InPost lockers are available 24/7, and can be found in handy locations like train stations and supermarkets. InPost shops are available in 7,000+ locations.
DPD drop-off points
If you choose to return through another method, it’s your responsibility to pay for your return. Don’t forget to keep your proof of postage!
Our returns address is: NEXTSHOPPER DC2, GXO Logistics, Armthorpe, Doncaster, DN3 3FB, UK.
Waiting for your refund
You can track the progress of your return by using the tracking number that can be found in the ‘My Returns’ tab in ‘My Account’ or in your return drop off confirmation email. Just copy that number and look it up on the carrier’s website:
ASDA toyou
EVRi (select ‘Track’)
InPost lockers and shops
Royal Mail
DPD
Note: if you returned with InPost, you’ll need to proactively request virtual proof of postage to be sent to you when dropping the return off. To do that, scan the QR code on the locker screen, input your email address, then press “Confirm“.
If you use the NEXTSHOPPER app, make sure to enable push notifications to be notified when your return has been processed. Get more information on notifications here.
Keep hold of your proof of postage in case you need to contact us.
Returns take up to 10 calendar days to reach our warehouse and be processed – we’ll send you an email once that’s done.
After that, it may take a further 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.
Your delivery charge may be refunded in some circumstances, for example if you’ve returned your entire order within 14 days of being received or available for collection and it aligns with our Fair Use and Original Condition policies, if the entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations. You can read more in our Ts&Cs here.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
If you’re unable to drop off your return yourself, you can arrange a collection service with Royal Mail to pick up your parcel. Collections are free and trackable, and all you’ll need to do is get your return booked, packed and ready for pick-up.
Royal Mail Collection
- Book a Royal Mail collection here and follow the instructions provided.
- We’ll need to know which items you’re returning and your reason for returning them.
- Select the date of your collection. Collections can be booked up to 5 days in advance, Monday to Saturday (excluding Sundays and Public Holidays), and you’ll be given a 4-hour time slot for your chosen day. You can specify the safe space location for your collection, choosing from porch or front door, garage, outbuilding, or shed.
No printer needed: the courier will take care of the returns label when collecting your parcel.
Once the courier picks up your parcel, you’ll receive an email confirming the collection with a tracking number to follow your return’s journey.
Your collection address must be accessible to the courier and there’ll need to be someone there to hand over the parcel.
Want to know more about our returns? Check out our Returns Policy.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Returning an unwanted item?
We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, including rules about fair use. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable, as sometimes this may vary depending on the product.
None of these rules affect your statutory rights. Nothing in this Returns Policy affects your statutory rights.
Returning from New Zealand?
You will have 28 calendar days from the date your order is delivered to you or made available for collection at your nominated store or collection point to return your item(s). You can return your unwanted items via the Create a Return section of your NEXTSHOPPER Account. You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).
Returning from Hong Kong or Singapore?
You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us for a refund. The refund will be issued to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).
Returning sale items from Hong Kong, New Zealand or Switzerland?
If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.
Returning from elsewhere?
You have 28 days from the moment your order’s been delivered or made available for collection at your nominated store or collection point to return an item.
For all returns, we aim to refund you within 14 days of receiving the returned item.
If for some reason you are unable to return an item to us within the above timeframe, please get in touch – but we can’t promise we will accept it, and any refunds may be made by way of a gift voucher.
After that?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original Condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
- Face + Body products if opened, used or protective seal is not intact.
- Underwear if the hygiene seal is not intact or any labels have been broken.
- Swimwear if the hygiene seal is not intact or any labels have been broken.
- Pierced jewellery if the seal has been tampered with or is broken.
- Face coverings if the seal has been tampered with or is broken.
It’s fine to try an item on like you would in a shop, but please don’t actually wear it don’t wear it too long. If an item is returned to NEXTSHOPPER in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, NEXTSHOPPER won’t be able to give you a refund. The item may be sent back to you and you may be asked to cover the delivery costs.
NEXTSHOPPER will inspect all returns. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g., shoes should be returned with the original shoe box).
Responsibility
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – way, waaay more than even the most loyal NEXTSHOPPER customer would order or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.
Want to exchange an item?
We don’t offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!
Returning a faulty or incorrect item?
Find out more info on faulty products.
Info on incorrect items can be found here.
Need a new returns note or label?
Click here to choose your returns method and, if needed, print a new returns note or label.
Did you order an NEXTSHOPPER Brand Partner product?
For items sold by Brand Partners and shipped by NEXTSHOPPER, remember that you can follow our usual returns process. Find out more info about NEXTSHOPPER Brand Partners here. This does not apply to NEXTSHOPPER Marketplace.
Did you order from Marketplace?
If so, please contact the seller directly for return address and instructions.
Returning NEXTSHOPPER Brand Partner items is easy!
If you purchased an item sold and shipped by an NEXTSHOPPER Brand Partner, just remember to send it back directly to the brand. They can’t be returned to the store if they have one. Also, returning them to NEXTSHOPPER will cause delays with your refund.
You won’t be able to track your return – we’ll let you know once it’s been processed.
Some Brand Partners may include a pre-printed returns label or a delivery note inside your parcel – just follow the instructions provided. If you can’t locate the returns label, don’t worry! You can generate a new one using the links provided by our Brand Partners below:
- adidas
- Ann Summers
- Aria Cove
- Barney’s Originals
- Berghaus
- Cabin Max
- Camper
- Closet London
- Cotton:on (use ‘Cotton on uk’ in the search box)
- Criminal Damage
- DIA Studios
- Dream But Do Not Sleep
- Dune London
- Dyson
- Gardiner Bros
- HERA
- Intimates Lingerie (add -ITL- after your NEXTSHOPPER order number)
- In The Style (use delivery note number when creating your return)
- Kacoo Retail Ltd
- Kickers
- LUSH
- Messina Hembry Clothing
- Mirza (UK) Limited
- Omnes (enter ‘Omnes’ in the search box)
- Planks
- Plaza (add -TIG-A after your NEXTSHOPPER order number)
- PRNT (use ‘PRNT’ in the search box)
- Puma
- Regatta Dare2B (add -REG-A after your NEXTSHOPPER order number)
- Remass
- River Island (add -RVI-A after your NEXTSHOPPER order number)
- Skinnydip
- South Beach/Continental Textiles
- Speedo
- Sunde
- Time Products
- Vesper
If you’d like to return an item from one of our other Brand Partners, please get in contact with our Customer Care team to get a new returns label. For orders sold and shipped by an NEXTSHOPPER Brand Partner, please note the returns policy is at the brands’ discretion.
If you purchased an item sold by an NEXTSHOPPER Brand Partner and shipped by NEXTSHOPPER, all NEXTSHOPPER returns options will apply to it as well. Find out more about how to create a return here. These items can be returned with any other NEXTSHOPPER item. Returns of orders sold by NEXTSHOPPER Brand Partner and shipped by NEXTSHOPPER are subject to the NEXTSHOPPER Returns Policy.
Please note, returns of items sold by an NEXTSHOPPER Brand Partner are FREE. The returns fee (if there’s any) will still apply to any other item sold on our site.
Returns can take up to 10 calendar days to be received and processed. Please note: The returns process with some brands may take up to 15 calendar days. The returns timeframe will be included in your delivery note. Make sure you get proof of postage and keep hold of it, in case we need to see it later.
If you’re unsure if your NEXTSHOPPER Brand Partner item was shipped by NEXTSHOPPER or a Brand Partner directly, you’ll find this info in your order confirmation email (look out for ‘Shipped by: XXX’).
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Follow this link if you’re looking to return your order from the Republic of Ireland.
The basics
Placing your return
Packing your return
Waiting for your refund
The basics
View your return options and costs here.
You have 28 days from the date you receive your order to return it for a refund.
For most European countries, it can take up to 15 calendar days for your order to reach the warehouse and be processed. If you live in Bulgaria, Greece, Malta, or Romania, it can take up to 21 calendar days.
If you received a returns note with your parcel, you’ll need to put it back with your return. If you need a new returns note, you can download it here.
All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
We don’t offer exchanges – all accepted returns will be refunded.
If you received a faulty or incorrect item, follow this link for more info.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.
Placing your return
You can view all your returns options here – just select the country you’re returning from.
Returning something from Belgium, Czech Republic, or Portugal? If you’re returning an item within 14 days of receiving your order or it being available for collection, returning through My Account is free. A charge of EUR 1.95 will be applied if you return an item after 14 days of you receiving it – this will be deducted from the total refund amount. Return charge exclusions apply, please see our Returns Policy for more info. You’ll no longer receive a paper returns slip with your order. Instead, you’ll need to create a return through your Account. To do that, just go to ‘My Account’, open ‘My Orders’ tab, and then select the ‘Create Return’ button next to the order number you’re looking to return.
Returning from Switzerland? If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method. You’ll also need to place your return through ‘My Account’!
If you’re returning your items from Aland Islands, Albania, Bosnia and Herzegovina, Faroe Islands, Greenland, Moldova, Montenegro, Macedonia, Norway, Serbia, Svalbard, or Jan Mayen, you’ll need to send your order back through your local post office – you can read more about it and download a new returns note here.
All other European customers need to use ReBOUND to return your items.
Returning from Finland, Croatia, Lithuania, or Latvia? When you’re returning an item through our ReBOUND portal you may be subject to a returns charge. Returns charges will be deducted from the amount refunded to you. Please visit our Delivery & Returns page and select the country that you’re returning from to check the cost of, and timeframes for, generating a return.
Packing your return
Your label will be emailed to you – simply print it out and attach it to the front of your parcel. It’s worth checking your junk and spam if you’re having trouble finding it. In some cases, a QR code return is available instead – you’ll see if that is an option when choosing your drop-off point. If you select the QR code return option, we’ll email you the QR code instead – don’t forget to bring it to the drop-off point together with the parcel.
Please make sure all the items you’ve selected to return fit in one parcel.
You can also send us any opened or used ASOS packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.
Please make sure your parcel doesn’t exceed your chosen carrier’s size limits (otherwise the carrier may not be able to accept it).
Make sure to keep your proof of postage as we may need to have a look at it later. If your local postal service doesn’t offer proof of postage and you’ve created your returns label online, you can track your return using the tracking number generated by our returns portal.
Want to return separate orders in one parcel? If you’re returning from Belgium, Czech Republic, Portugal, or Switzerland, and you have items from more than one order that you’d like to return, you can send them back in the same parcel. When creating your return in ‘My Account’, you’ll be shown any items that can be returned in the same parcel. If you’re returning from somewhere else, items from multiple orders need to be returned in separate parcels.
Waiting for your refund
If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel.
If you use the ASOS app, make sure to enable push notifications to be notified when your return has been processed. Get more information on notifications here.
After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. ASOS have no control over these sites and are not responsible for their content or availability.
The basics
Placing your return
Booking a collection
The basics
• Returns from are free and trackable.
• You have 28 days from the date your order was delivered or made available for collection to return it.
• We’re paperless, so you won’t receive a returns note with your parcel – don’t worry, you won’t need one, just place your return as described below.
• All returns are subject to our Original Condition and Fair Use policies – check out our Returns Policy.
• It takes up to 15 calendar days for a returned parcel to reach our warehouse and be processed. Find more info on getting notifications here.
• Refunds can take up to a further 10 working days to show on your account.
• We don’t offer exchanges – all accepted returns will be refunded.
Placing your return
• Create your return here and follow the instructions provided.
• Select the items you’re returning and the reasons for return.
• Choose which drop-off point you’d like to return from. You can find a list of your nearest drop-off points when creating your return.
• Once you’ve chosen the drop-off point, we’ll send you a QR code to your registered email address.
• Place your return in a single parcel. You can use any packaging you like – doesn’t have to be the one you received your order in – as long as it’s secure.
• Take your parcel to your chosen drop off point and they’ll take care of the rest. Simply present the QR code at the chosen drop-off point when dropping off your return.
Want to book a collection instead?
If you’re unable to drop off your return yourself, you can arrange a collection service to pick up your parcel. Collection service is free and trackable, and all you’ll need to do is get your return booked, packed and ready for pick-up.
AnPost Collection
• To create your return and book collection click here.
• We’ll need to know the items you’re returning and the reason for their return.
• Select the date of your collection. Collections can be booked up to 2 days in advance, Monday to Friday (excluding Saturday, Sundays and Public Holidays).
• No printer needed: we’ll send you a QR code after creating a return. Present the code to the courier and they will take care of the returns label when collecting your parcel.
• AnPost will make only one collection attempt. If the Home Collection is unsuccessful, you’ll need to register a new return.
Don’t forget…
Keep hold of your proof of postage just in case we need to see it at a later date.
If you’re looking to return items from multiple orders, you’ll need to pack these separately and create separate returns for each parcel.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Returning from Europe? Follow this link for more info.
For all other countries, read on:
• In most cases, you have 28 days from the date your order was delivered or made available for collection to return it.
• If you’re returning from Hong Kong or New Zealand, you only have 14 days to return sale items – make sure to check our Returns Policy for details!
• If you received a returns note with your parcel, you’ll need to put it back with your return. If you need a new returns note, you can download it here.
• All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
• If you’re returning from New Zealand, your returned parcel should reach us within 15 working days. Returning from anywhere else? It usually takes up to 21 working day for a returned parcel to reach our warehouse and be processed.
• Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
• We don’t offer exchanges – all accepted returns will be refunded.
If you received a faulty or incorrect item, follow this link for more info.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.
Placing your return
You can view all your returns options here – just select the country you’re returning from.
Please note: in most countries, we don’t offer free returns. In this case, you’ll need to cover the postage as well as any relevant duty costs yourself. It’s a good idea to mark your parcel as ‘returned goods’ to avoid being charged any duties.
If you have the option of creating your return through NEXTSHOPPER, in most cases you’ll receive a label you’ll need to print out and attach to your parcel. We recommend removing or covering your shipping label before attaching your returns label.
In some countries, you won’t need a label and will receive a QR code instead – if you received a QR code, make sure to take it with you when taking your return to the drop-off point.
Returning from Hong Kong, New Zealand or Singapore? You can place your return through ‘My Account’! Just go to your account, open ‘My Orders’ tab, and then select the ‘Create Return’ button next to the order number you’re looking to send back. Please note that there’s a small returns charge that will be deducted from your refund – check this page for most up-to-date returns options and charges.
Want to return with Skynet?
For some countries, it’s possible to place a fully trackable return with Skynet – to do that, please follow this link. You’ll see a list of all countries where this service is available.
Depending on the options offered in your country, you’ll have the choice of having your parcel collected or dropping it off at a Skynet office.
The price of your return will depend on the weight of the parcel and on your available returns options.
You can select your returns option and fill out your order details. Once you’ve confirmed and paid, you’ll be able to print out a new returns label to stick on the front of your parcel.
Packing your return
Please make sure all the items you’ve selected to return fit in one parcel.
You can also send us any opened or used NEXTSHOPPER packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.
Depending on your chosen drop-off point, please make sure your parcel doesn’t exceed your chosen carrier’s size limits (otherwise the carrier may not be able to accept it).
Make sure to keep your proof of postage as we may need to have a look at it later.
Want to return separate orders in one parcel? Please note, that is only available for returns from Hong Kong and New Zealand. If you’re returning from anywhere else, please place a separate return for each order.
Waiting for your refund
If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel.
If you use the NEXTSHOPPER app, make sure to enable push notifications to be notified when your return has been processed. Get more information on notifications here.
After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
It can take up to 21 working days* from the day after you dropped off your return for it to reach our warehouse and be processed (this depends on your carrier and the country you’re returning from). We’ll let you know once that’s done – you’ll receive an email with all the details about your refund. You can also set up push notifications in the NEXTSHOPPER App to keep an eye on updates about your refunds – read more about push notifications here.
Paid with a credit/debit card?
After we process your refund, it may take up to 10 working days for the refund to reach your account – this depends on your bank or card issuer.
All refunds go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, providing that account is still open.
Paid with a gift voucher?
If you paid for your whole order with a gift voucher, then the refund will be credited to your NEXTSHOPPER account ready for you to spend straight away.
If you paid with a combination of gift voucher and another payment method, we’ll refund the alternative payment method first, and then the remaining amount will be credited to your NEXTSHOPPER account ready for you to spend.
Your replacement gift voucher will have the same expiry date as your original gift voucher.
Paid using Klarna?
If you’ve returned items from an order paid for with Klarna, and you’re near the end of your invoice period, we’d recommend you mark the item as returned in the Klarna portal.
If you have any questions about extending your invoice, please contact Klarna Customer Service. NEXTSHOPPER isn’t able to extend your invoice.
You’ll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you’ve received a reminder but already returned items to us, please contact Klarna Customer Service.
Paid using Afterpay?
You’ll be sent an updated invoice within 24 hours after your return has been processed. If a refund is owed to you, a refund will be issued back to your original payment method. Please allow up to 10 working days for this money to show in your account.
Your right to return items isn’t affected by the payment period, and you’ll only have to pay for the items that you keep.
If you have parcels that have been shipped from multiple warehouses, you can follow our usual returns process and return them to the same location.
Contact Afterpay Customer Service here if you have any questions about or issues with your Afterpay invoice.
I’ve used a promo code
If you applied a promo code, please make sure you check the promo code’s Ts&Cs.
Most of our codes require you to either buy a specific number of items or spend a specific amount for the discount to apply. If you place an order using such a code and then return an item that makes your order no longer meet the conditions of the promo code, the amount you’re refunded may be adjusted or no refund will be given.
An example of how a refund may be adjusted is below:
· Code – £20 off a minimum £100 spend
· Order total – £110
· Returned item cost – £30
As the return brings the total spend under the minimum spend of £100, the refund would be adjusted to reflect this and the discount of £20 removed. This would mean a refund of £10 would be issued.
Some promo codes will vary depending upon the products purchased and may apply a different discount to each item, e.g., ‘5% off item 1, 20% off item 2 and 50% off item 3’, you’ll see a breakdown of each discount at checkout and in your order confirmation email. If you need to make a return, you’ll see this reflected in any refunds you may receive.
I think my refund is incorrect
There are a couple of things that may affect the amount you’re due.
If you used a promo code, check if your order still meets the conditions of the code without the items you’ve returned. See the above example of how your refund may be affected.
If you paid for delivery, this would only be refunded for cancelled orders under the Distance Selling Regulations or if the item was faulty.
If you still think your refund is incorrect, or if all the above timeframes have passed and you still haven’t received your refund, please get in touch with us and provide your proof of postage – we’ll be happy to help.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
