Unfortunately, we do not offer exchanges and we cannot offer cash refunds to a gift recipient for the returning products. Cash refunds can only be made to the original credit or debit card on which the gift was purchased.
Please note that an email will be sent to the original person who made the order, when the return is completed, unless we are notified that you would not like to notify the gift giver.
If you have received a gift and would like to return it for gift vouchers, you will need to ask the gift-giver for their order reference number, as well as one of the following details associated with their order: delivery postcode, phone number or email address. They will be able to find this information on their order confirmation email or the dispatch note that was included in their parcel.
Alternatively, if you would like to not notify the gift giver that the product is being returned for a gift voucher, please do contact us with any one of the following details associated with their order: delivery postcode, phone number or email address. You should be able to find this information on the dispatch note that was included in their parcel.
Please note that in order for our returns team to process your gift return as a gift voucher, you must follow the below instructions:
- In Step 2, you must select the return reason ‘Unwanted Gift’
- In Step 3, you must provide your own name, phone number, email address, delivery address and a note within the parcel
- Please then confirm via email to the Customer Experience Team that you have raised a return for the product
If we do not receive this prior correspondence or confirmation, refunds will be issued to the original payment method. We cannot be responsible should this happen, and you would then need to resolve this directly with the gift giver.
On the rare occasion that an item received as a gift has developed a fault, please get in touch with the order reference number or gift-givers details, as well as a clear image of the fault, so that we can look into the matter further for you and advise of next steps. Do not return these items before contacting our Customer Experience Team, as it may slow down the process and we may not require a return.
For any queries regarding this process, please call us on 01778 560256 to speak to a Customer Experience Team member. We are open Monday to Friday 8:30am - 5pm and Saturday 9am - 5pm.