Returns, exchanges & product claims
Need tips on how to make your return, exchange, or product claim? We’ll help you 😇
A helping hand if the product isn’t right for you
What happens after you've received your order is just as important to us as before it's completed. Look here for information on how to return, exchange, or make a product complaint. And of course, we always offer free shipping on purchases over £75 and 30 days of free returns!
1. Register your return
Register your return or your size exchange in our digital return checkout.
2. Package the products
Place the product you wish to return into a bag and ensure the bag is securely sealed. After registering your return online, you'll receive a Royal Mail QR code by email. Head over to Royal Mail's Parcelshop finder to find a parcel shop near you. Make sure to filter by "Print returns label".
3. Drop-off return
Present the QR code to the agent at the parcel shop. The agent will help you print the return label for your parcel. Please be aware that you cannot scan a Royal Mail QR code or print the label at a locker. Make sure you keep a receipt or confirmation of the drop-off.
Handling time is approximately 14 days.
Please note that the parcel is first delivered to an Asendia return hub in the UK before it's sent back to our warehouse in Germany. Asendia will mark the return as "processed" but the return is registered after it has arrived at our warehouse a few days later.
More on returns
More on exchanges
More on product claims
