UK & international returns

 

We hope you love your purchase but if you’ve changed your mind, no problem – all returns are complimentary. Store and online purchases can be returned to any of our four stores within 14 days. Items purchased in store at a reduced in price for sale or clearance may be returned within 14 days for an exchange or gift card only.
 If the item is new and unused, with all the labels and tags intact, and in its original packaging, you’ll get a full, no quibble refund. 

 

Orders purchased using Klarna cannot be returned or exchanged in store; please return these via post or using our complimentary courier service instead.

Online Returns

 

By complimentary courier

If you would like to organise a complimentary return via our courier service simply follow our returns portal link below. In just a few steps, we’ll have it sorted. Easy!

Royal Mail Collection service for orders £101-£999

DPD Collection service for orders £201+

Return your order


 

By post

As part of our mission to make your deliveries as earth-conscious as possible, we now offer paperless deliveries. Click on our returns portal link below to return your order free of charge with the Royal Mail’s tracked ‘Labels to Go’ service. Follow the steps to get your QR code via email, then simply take this and your packaged item to any Post Office or Royal Mail Customer Service Point. The QR code provided will then be scanned and a returns label will be printed for you.

Return your order

 

For more information, please call our customer services team on +44 (0)20 7160 6222.

 

Store Returns

How to exchange your purchase

If you wish to exchange an item, rather than return it for a refund, this can only be done in our stores, not by courier or post. Please note: a few brands (including Prada excluding beauty and sunglasses, Christian Louboutin and some of our fine jewellery boutiques) have their own returns rules – click the Return Exceptions tab to find out more.

We aim to get your money back to you as soon as you’ve returned your order, and if you return your entire online order from within the European Union, we’ll refund the delivery charge too. Unfortunately, we are unable to refund items lost or damaged in transit.

Debit or credit card payment

Our refund will be issued to your original payment card within five days of us receiving the returned item(s). However, some payment providers can take up to 14 days to credit your account. When the return is processed, we'll send you an email confirming your refund.

Gift card or eVoucher payment 

Gift card or eVoucher payments will either be returned to a gift card (for in-store returns) or an eVoucher (for post/courier returns). Unfortunately, we are unable to refund items lost or damaged in transit.

Paypal or Alipay+ payment

If you paid by PayPal or Alipay+ and return your purchases via post or our courier service, your payment will be refunded to the same Paypal or Alipay+ account. If you return your PayPal or Alipay+ purchases in store, we can only exchange or refund them to a gift card.

Klarna payment

If you paid for a purchase using Klarna, Klarna will adjust the payment schedule or issue a refund in case of an overpayment.

International tax, duties, charges and delivery refunds

Unfortunately, for orders shipped outside the UK, we’re unable to refund any taxes, duties, charges or delivery costs you may have paid when placing your order. You will be refunded the tax-free price of the products returned.

Christian Louboutin online orders

Christian Louboutin orders purchased online cannot be returned in store; they can only be returned via our complimentary postal or courier services – simply follow the link below.

Return your order

Prada online orders

Prada (excluding beauty and sunglasses) orders purchased online cannot be returned in store; they can only be returned via our complimentary postal or courier services – simply follow the link below.

Return your order

Fine jewellery and watches

In-store purchase

Any fine jewellery or watches purchased in our Wonder Room (our precious jewellery and luxury watches emporium), London, Oxford Street store, can only be returned in store, and unfortunately not via post or courier.

Please note: we can only offer an exchange or credit note on fine jewellery and watches purchased in store.


Online purchase

Fine jewellery and watches online orders from the following brands can either be returned to their respective boutiques in our Wonder Room, London, Oxford Street store, or by contacting our Customer Services team here or on
+44 (0)20 7160 6222 to arrange your complimentary return.

•  Boucheron Fine Jewellery
•  Bulgari
•  Cartier
•  Chanel
•  Chanel Fine Jewellery & Watches
•  Chaumet
•  Chopard
•  De Beers
•  Messika
•  Tiffany & Co
•  Van Cleef & Arpels


Please note: certain brands, including technology and furniture, have their own returns policies. Please ask in store or contact Customer Services here or on +44 (0)20 7160 6222 to find out more.

Non-returnable items

In some instances, we are unable to offer refunds or exchanges. These include personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged.

The following examples are non-returnable:

•  Made-to-measure, made-to-order, altered, or personalised items
•  Newspapers, periodicals or magazines
•  Event tickets
•  Hampers

•  Face coverings

•  Food and drink

•  Flowers
•  Fragrance when delivered outside the UK
•  Opened CDs, DVDs or computer games
•  Beauty items, including toiletries and cosmetics 

•  Underwear and hosiery 
•  E-vouchers and gift cards
•  Headphones that have been opened, tested or partially used

•  Wearable tech (i.e. gaming vests/accessories or music player glasses) unless sent back with hygiene seals unbroken and in an unused condition

 

If your items are damaged or poor quality, please call our Customer Services team +44 (0)20 7160 6222 or Customer Services here.

Promotions

Where promotions, such as Sale, have been used, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid.

If the order contained a free promotional gift, the gift must be included with the return of any related items.

For more information on our returns process and policy, please see our Terms and Conditions.

For any further information, please contact our Customer Service team here.