What should I do if my item’s faulty?

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. Find out how to return an item to us here.

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 may not be refunded.

What should I do if my item’s incorrect?

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.

Please note: 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.

Can I amend my order?

We’re really quick at preparing your order, so we can’t make any changes once you’ve placed it. This includes changing items in the order, the delivery option, delivery address, or payment method.

How do I redirect my parcel?

While changing the delivery address isn’t possible after the order is placed, there are alternative delivery options you can arrange with some of our UK delivery partners, including delivery to a neighbour, delivery to a safe place, or a collection from a specified location – these will differ depending on the delivery partner.

You can check and arrange for the available alternative delivery options using the link in the delivery update email you’ll receive from our delivery partner, or the tracking link in the ‘My Order’ tab in ‘My Account’.

Can I cancel my order?

You can cancel your order within a specific timeframe that depends on your chosen delivery method:

• Next Day Delivery, Evening Next Day Delivery and NEXTSHOPPER Instant: 15 minutes after completing your order.
• Nominated Day Delivery: up to 2 days before your chosen delivery date.
• Standard Delivery: 60 minutes after completing your order.
• Items sold and shipped by an NEXTSHOPPER Brand Partner: 10 minutes after completing your order.

After the above timeframe is up, you won’t be able to cancel it.

How do I cancel my order?

1. Go to ‘My Orders‘ to view your recent orders.
2. Click on the ‘Cancel/View‘ button next to your order.

If this button is not available, it’s too late to cancel the order before it will be shipped. However, you can still cancel your entire order within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (please visit this page for full details and to access the cancellation form), or otherwise you can return any unwanted items for a refund once you’ve received your order – you’ll find more info on how to return an order here.

Please note: if you cancelled your order through ‘My Account’, we wouldn’t have charged you for it, but the funds may have been reserved by your payment provider. It may take up to 10 working days for the funds to become available again.

How do I cancel a gift voucher?

If you bought a gift voucher, you have 30 minutes to cancel it – just follow the instructions above.

If you provided an incorrect email address, we’ll be happy to amend it for you – just get in touch with us here.

Received a voucher as a gift? You’ll need to ask the person who purchased the gift voucher to get in touch with our Customer Care team.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advises that you have fourteen calendar days to cancel the contract for your order with us. Where you do so and comply with the other requirements set out below, we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you’ve paid for shipping. Please note that all returns have to comply with our Fair Use Policy – follow this link for more info.

• The fourteen calendar days start from the day after you receive your order.
• You need to cancel your entire order. If you’ve paid for delivery we’ll refund the cost of Standard Delivery to your country even if you’ve used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
• You should complete the normal returns process within the above timeframe, electing to return all of the items from your order. You may also use the Withdrawal Form attachment and send it back to us. You’ll find details on how to send this back to us on the Withdrawal Form.
• If you have already received your order, you will need to return to us the items from your order that you wish to cancel as per our normal returns process. Where you have completed the Withdrawal Form, we will write and let you know how to do this.
• The items you return must be unworn and in their original condition and will be inspected once we have received them.
• We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However, it is your responsibility to ensure that the returned items are packaged well enough that they won’t be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.