Returns: Your Step-by-Step Guide for Returning Your Items

Title frame. Returns. Your step-by-step guide for returning your items to us.

Start of My Account section. You've logged into My Account and navigated to My Orders.

Start of My Orders section. You can select 'Return items from multiple orders' if you are unsure of which order, or have multiple orders to return.

Or, you can scroll to find your order and select 'Return items' - this will take you to our Digital Returns Portal.

Once in the portal, you will have all your valid orders available, from which to select.

You are now on your Orders Page in our Digital Returns Portal. Here, you can select any valid item from your previous order history. Expand your orders to review your items to return.

Some items are not available for Digital Return yet, or are ineligible for return. These will be shown at the bottom of your order with an explanation. Large items may require you to contact us to arrange collection - instructions will be provided.

Tick each valid item that you want to return, then select your reason for return from the drop down menu.

If you are returning because an item is faulty, damaged, has missing parts or you have received the wrong goods, please provide a description of your issue - this will help us process your return.

You must select all items that you want to return, provide a reason for return, and provide us with additional details (if applicable) before you can proceed. If you have more than one parcel of items to return, please raise a separate returns request for each parcel, to obtain enough labels.

Select 'Proceed' at the bottom of the page to move to Carrier Selection.

Start of Carrier Selection section. You will now see the parcel that your requested item/s have created, and the applicable Carriers & Services available for you to return. You don't have to print at home, but you can choose to if dropping off your parcel.

Please select the service that is most suitable for you - for our Collection Only items, you will only see 1 option.

Depending on the items you have requested to return, you may have more than 1 parcel to send - please make a suitable Carrier Selection for each parcel.

For our Drop Off Services, you will see on the map which locations are available to you for this service - you can change the search area by updating the postcode.

Click on a map pin to show drop off store details. You don't have to use the store you select on the map - you can use any you see.

Select 'Proceed' button.

If you have selected a Home Collection Service the collection details will show on this screen.

Select 'Proceed' button.

Your details will be populated for you. You can change Collection Address details if required by updating the address fields.

Confirm the Collection Date, if available, then click Save.

Click Proceed button.

Start of Return submitted section. Your label will be created now. You will see final confirmation of your parcel & item details on this page. You may have more than 1 parcel, depending on the items you choose to return.

If you chose a 'Printer Required - No' service, your QR Code will be provided here, to be scanned in store for your label. If you chose a 'Printer Required - Yes' service, your return label will be provided here. You will need to print it at home and secure it to your parcel.

You will see important information about your carrier selection on this page - please review to ensure a successful return.

You can close this tab or select 'Continue shopping'.

You will automatically be sent an email with your Label or QR Code attached, so don't worry if you didn't download it. If you have requested more than 1 parcel for return, you will be sent an email for each parcel.

The carrier instructions are included in the email to help guide you to a successful return, these also contain tracking links to track your return.

Start of Sending your Returns section. Pack up your parcel in line with the carrier instructions - make sure it's safe and secure.

If you chose a 'Print at Home service', please print your label and attach it securely and clearly to your parcel.

If you selected a 'Print in Store' service, please take your parcel to your chosen store, show the store colleague the QR Code on your smartphone screen - they will print the label and attach it for you.

If you are waiting for a Home Collection, your carrier will bring you a label, so no need for a printer.

Once your parcel has been handed to the carrier, you will receive email updates following its journey back to us.

You will also be able to track your parcel's progress from the emails, via our Tracking Page.

Once it has been received and checked, your refund/credit will be processed within 14 days, in line with our Approval Guarantee requirements.

End of video. Thanks for watching.