For most products, you have 28 days to notify the seller if you want to cancel your order or exchange an item. This applies to cancelable goods – there’s a helpful guide below to help you see what’s cancelable and what isn’t.

To discuss a return directly with the seller, sign in to your account and click ‘my’ at the top of the page, then click ‘my orders’ within this menu. Pick the order you want to return and click on ‘order enquiry’.

how to return or exchange a product

  1. Contact the seller to let them know (you should give them a reason)
  2. Package the item up and send it back to the seller, we recommend you use a signed-for delivery service with proof of postage
  3. As the seller’s payment agent, we process the refund directly to your payment card, in no more than 30 days

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the seller and agreed that doing so won't affect any refund you may be entitled to.

All sellers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us at or call 0844 745 4455 (or on 01 4319731 from within the Republic of Ireland) to speak to our customer service team.

Gift vouchers are refundable within seven business days of purchase (see our gift voucher terms and conditions).

what you can’t send back

Unfortunately, some items are non-cancelable and non-refundable:

  • Anything that’s specially made, or ordered, with your choice of name, fabric, message or any other customised aspect that makes it unique to you (and therefore not resellable)
  • Perishable products (like food or flowers)
  • Large items of furniture that are made to order
  • Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
  • Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.

how to return or exchange a product

For wedding gift list items see our separate wedding gift list service terms and conditions.

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