*The safety of our Guests is of the utmost importance to us, so please note that following further lockdown restrictions you now have 90 days (from the date of purchase) to return your Online purchase to us. If you need to return a Store purchase, our Cast Members will be pleased to assist you once our Stores re-open.*
Our returns portal can be used to return your order for free if you live in the UK, Ireland or the Netherlands.
To access the returns portal, click here. You’ll be asked to enter your order number and postcode. On the next page, you’ll see details of your order and a list of the items you purchased.
From here, you can choose which items from your order you want to return and why. The amount you’ll be refunded will show on the right hand side of the screen.
Once you’ve chosen which items you’re sending back to us, you’ll see a screen where you can enter your contact details. These will be used to calculate the best place for you to drop off your parcel, and the results will show on the next page. If you want to use a different drop off point, for example one near where you work, don’t worry! You can enter a different postcode to find more suitable drop off points.
When you’ve chosen the best drop off point, your return label and form will be generated for you. These will need to be downloaded and printed; your form will need to go into your parcel and your label will need to be attached to your parcel. These will be emailed to you as well, so if you don’t have immediate access to a printer you can print these at a time that suits you. Take your parcel to your chosen parcel shop, and make sure you keep a copy of your proof of drop off for your records.
You’re all done! You can track your return here, and your refund will be with you within 14 days.
Certain items can't be returned through our returns portal, including DVDs and customisable t-shirts. These can be returned through the Hermes return portal, click here for further information. If you're having challenges with generating a returns label, please get in touch with us.