Returns from Australia, Canada, New Zealand, the Channel Islands & Isle of ManUpdated 5 hours ago
Self-arranged returns (Australia, Canada, New Zealand, Channel Islands & Isle of Man)
We don't currently offer a return shipping service for customers in Australia, Canada, New Zealand, the Channel Islands or the Isle of Man. This means you'll need to arrange and pay for the return shipment yourself, using a courier of your choice.
How to return your order
1. Register your return
First, register your return through our Swap Returns portal within 21 days of your order being delivered. You'll need your order number (for example #123456) and the email address you used to place your order.
The portal will guide you through it step by step, and full instructions, including our UK return address, will be emailed to you once your return has been registered. This step is important, as it lets our team know a return is on its way and makes sure everything is logged correctly before the parcel arrives.
2. Pack and post your return
Pack the item securely in its original condition, with all tags still attached, and include a note with your order number and a list of the items you're sending back.
Please post your parcel within 14 days of registering your return, using a tracked service.
3. Email us your tracking details
As soon as your parcel is on its way, email [email protected] with:
- your tracking number
- a photo or screenshot of your postage receipt
- your order number
Because these returns are processed manually, we need these details to match your parcel to your order. We can't process your refund until we've received them.
Choosing a courier
You're free to use whichever courier works best for you. As your return is coming back to our UK warehouse, please make sure the courier you choose supports international shipping and customs clearance where needed.
We strongly recommend using a tracked service. It gives you proof of postage and lets you keep an eye on your parcel while it's on its way.
Because the return isn't booked through our account, we have no visibility once your parcel is on its way back to us. If there are any delays, losses or delivery issues, these would need to be raised directly with the courier you've chosen.
When your return arrives back with us
Once your parcel has been delivered to our UK warehouse, our team will check it in. This usually happens within 48 working hours of delivery, but during busier periods it can take up to 3 working days.
These are working days only. Our warehouse is closed at weekends, so returns delivered on a Friday evening or over the weekend will be checked in from the next working day.
Your refund
Once your return has been checked in and passed our quality checks, and we've received your tracking details, our team will process your refund and you'll get an email to confirm. Refunds usually show back in your account within 2 to 5 working days, depending on your bank or payment provider.
Important to note
- Register your return through the portal within 21 days of delivery, before sending anything back
- Post your return within 14 days of registering it
- Return shipping is arranged and paid for by you
- Email us your tracking number, postage receipt and order number once it's on its way
- We recommend a tracked service, as it protects you while the parcel is in transit
- If a return is delayed or lost in transit, any claim would need to be made directly with the courier used