What are non-instant returns?Updated 16 days ago

Non-instant returns explained

Non-Instant Refunds

When a customer selects a non-instant return for a refund, the refund will not be processed until the returned items have been physically received and inspected at our warehouse.

It is important to note that even when an order is marked as "received," customers should kindly allow a few additional days for processing. During this time, our dedicated warehouse team will check the returned items to ensure they meet our return policy criteria before the refund is issued.

If a customer has not received a refund notification within 48 hours of their order being marked as "received," they are encouraged to contact our customer support team who will be happy to investigate the matter. We also advise that during peak periods throughout the year, processing times may be slightly longer than usual.

Non-Instant Exchanges

For customers wishing to make a non-instant exchange, it is crucial to understand that the requested exchange items are not held in reserve. This means that from the time the exchange is processed online until the original items are received back at our warehouse, there is a possibility that the desired exchange item may sell out.

To minimise the risk of disappointment, we urge customers to return their items as promptly as possible. In the unfortunate event that an exchange item sells out before the original items are received, a member of our support team will provide alternative options, which may include selecting a different item or receiving a full refund.