RETURNS
Covid-19 updates
For the latest information about our stores, delivery and returns please visit our FAQ pages.
Changes to returns
Our extended returns period applies to items purchased from 2 November to the end of December which can be returned until 31 January 2021. As always, we offer a range of FREE and easy ways to return your items, including contactless collection from your home.
New returns process
To work towards reducing our impact on the environment, we are phasing out despatch notes and returns label in your parcels. If you do need to return an item in your order, simply select one of our free and easy ways to return below to start the process.
1.Start a return using the link below or via ‘My Account’.
2.Simply repack your item(s) along with a dispatch note (which you will find in your parcel)
3.No home printer is required, simply complete your return request and then a QR code will be generated for you.
4.Scan your QR code at the self-service screen to print the label or present QR code to an Asda colleague.
5.Attach the label to your parcel and place in the returns drop box or hand over to an Asda colleague (QR code can only be used once.)
6.Please ask Asda toyou for your proof of posting certificate (receipt) and retain it for your reference.
7.Refunds are processed within 10 days* of posting your return. Please note it may take 2-3 days for the refund to appear in your account.
**During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your bank's processing time
1. Repack your item(s) along with the dispatch note (you’ll find this in your parcel). .
2. To GENERATE YOUR RETURN, log in to our returns portal OR visit ‘My Account’ then ‘My Orders’. Select the item(s) you wish to return and choose InPost 24/7 Locker to create your returns label.
3. Download and print the returns label at home (found in your return confirmation email). Attach it to your parcel, take it to your nearest InPost Locker and follow the on-screen instructions to scan the barcode and return the parcel.
4. With over 1000 InPost Lockers available nationwide, they are accessible 24/7, secure, and completely contact-free. Click here to find your nearest InPost Locker.
5. Place the parcel inside the locker
6. Refunds are processed within 10 days* of posting your return. Please note it may take 2-3 days for the refund to appear in your account.
*During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your bank's processing time.
1. Start a return using the link below or via 'My Account' .
2. Simply repack your item(s) along with the dispatch note
3. Select the item(s) you wish to return and pick myHermes - Collection from Home to create your returns label.
4. Enter your collection details and select a collection date.
5. Download and print the returns label at home, attach it to your parcel and a Hermes representative will contact you to arrange collection.
6. Refunds are processed within 10 days* of posting your return. Please note it may take 2-3 days for the refund to appear in your account.
Please ask myHermes for your proof of posting certificate (receipt) and retain it for your reference.
*During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your bank's processing time.
1.Start a return using the link below or via ‘My Account’.
2.Simply repack your item(s) along with a dispatch note (which you will find in your parcel)
3.Print your ParcelShop return label at home & affix to the front of the parcel, alternatively most ParcelShops* will be able to print the label for you when you show your QR code (found in your return confirmation email) at your drop off location.
4.Refunds are processed within 10 days** of posting your return. Please note it may take 2-3 days for your refund to appear in your account.
Please ask the ParcelShop for your proof of posting certificate (receipt) and retain it for your reference.
*You can check whether your ParcelShop has a printer on the Hermes website.
**During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your banks processing time
1.Start a return using the link below or via ‘My Account’.
2.Simply repack your item(s) along with a dispatch note (which you will find in your parcel)
3.Print your Royal Mail return label at home & affix to the front of the parcel, alternatively most Post Offices* will be able to print the label for you when you show your return confirmation email.
4.Refunds are processed within 10 days** of posting your return. Please note it may take 2-3 days for your refund to appear in your account.
Please ask the Post Office for your proof of posting certificate (receipt) and retain it for your reference.
*You can check whether your Post Office has a printer on the Royal Mail website.
**During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your banks processing time
1. Start a return using the link below or via 'My Account’.
2. Simply repack your item(s) along with the dispatch note (which you will find in your parcel).
3. Show your QR code at your selected Shell branch, they will print a returns label for you.
4. Refunds are processed within 10 days* of posting your return. Please note it may take 2-3 days for the refund to appear in your account.
Please ask Shell for your proof of posting certificate (receipt) and retain it for your reference.
*During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your bank's processing time.
International purchases can only be returned by post, at your own cost.
Unfortunately our stores outside of the UK and Republic of Ireland currently do not offer refunds or exchanges on any items purchased online.
EU Returns
If you would like to return your item/s, please visit our returns portal here.
UK Returns
If you would like to return your item(s), please visit our returns portal here (you will need your order number ready). If you’re unsure of your order number, visit ‘My Account’ and locate your order.
Rest of World Returns
If you would like to return your item/s, please visit our returns portal here.
Proof of Postage
Please ensure you obtain a receipt and retain it for your reference.
Refunds
Refunds are processed within 10 days* of posting your return. Please note it may take 2-3 days for the refund to appear in your account.
Can I return my order to a department store?
Please note you cannot return orders to Burton concessions in department stores.
What products cannot be returned to store?
Items that are part of our concession brand collections and have been marked with * or **, or were purchased using Buy Now Pay Later (Klarna) can only be returned by post and ParcelShop.
Can I return my order to store without a receipt?
Without a receipt we will exchange your unworn purchase for an alternative product at the current selling price.
How long will my refund take?
Refunds for posted returns will take 10 days to be processed from the date of postage. Please note it may take 2-3 days for the refund to appear in your account after your refund has been processed.
Changes to returns:
We will welcome returns for in-store purchases up to 14 days after the store you are visiting reopens. For online orders we encourage customers to continue to use our contactless collection from home returns service where possible.
What happens if the card I paid with has expired?
Please contact our Customer Care team with your order number, postcode and new card details. For security reasons, we cannot accept this information via email.
I have lost my Proof of Postage, can I still get a refund?
Without Proof of Postage we cannot refund any money if we do not receive the returned items. The Proof of Postage will be stamped by the Post Office and supply a tracking number starting with the letters PA to prove the item(s) have been returned.
Can I get a refund to a Gift Card?
Yes. If you make a payment with a Gift Card and another method of payment the Gift Card will be credited first and any remaining balance credited to the other method of payment. If you no longer have the Gift Card that was used to place the order, please contact Customer Care.
Can I return underwear, swimwear and jewellery?
In the interests of hygiene we do not offer refunds on underwear or swimwear if the hygiene seal has been removed, or pierced jewellery if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose. Items must be returned with tags intact and the despatch note enclosed.
Can I cancel my contract?
You have the right to cancel your contract with us and return your items by post within 14 calendar days from the day after the date you received your order. Please see International Delivery FAQs for EU Customers Right to Cancel.
Further information
Your statutory rights are not affected by our returns policy.
More Questions?
If you have any other questions regarding delivery please see our Help & Support pages here.
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