Our customer returns team will process your request within the next 4 working days, however we will do this as quickly as we can for you, so you may receive your Returns Material Authorisation (RMA) document and any other information related to your return authorisation sooner than this, if it is possible for us to do so. Our aim is to make the returns process as easy and stress-free as we can for you.
Please read all information that we send you via email carefully as it will contain information that is important for ensuring that your return is dealt with as quickly as possible. If you fail to follow instructions, it may delay your return, your refund or even result in it being declined, so it is very important to make sure and understand the details you have been sent.
We will send a confirmation of your return request to the email address you used in the return request form, along with a summary of your responses for your information. As this is an automated email response, some email apps can sometimes treat this as SPAM or JUNK email, so if you have not received this confirmation in your inbox, we would suggest a check in you spam or junk email folders.
If you have chosen for us to arrange the return on your behalf, typically we will email you a Royal Mail Tracked 48 Label for you to print out and attach to the package you are returning (for smaller items up to 2Kg in weight) or a link to our DHL JustRight Returns Portal where you can either generate a returns label which you can print out to attach to your package or obtain a barcode that can be printed out by the DHL ParcelPoint for you (for larger items up to 20Kg in weight). If your item cannot be sent back to us using either of these shipping methods, we will contact you on the contact telephone number you submitted in the return form to arrange a suitable date for us to arrange a collection of your return. This email will also have your Returns Material Authorisation (RMA) document attached to it. These will be sent to the email address submitted in your return request.
If you have chosen to send the items back using a parcel company you have organised for yourself, please wait until you receive our Returns Material Authorisation (RMA) document before attempting to return the product(s) for which you have requested the return authorisation.