UK Online Returns

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EXTENDED RETURNS PERIOD

You can return any items bought online today up until January 27th 2019 for a full refund. All returned items must be unworn, unwashed and still have their original tags. Usual terms apply. Read further below for how to return your item(s).

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Follow these 4 steps:

1. RETURNS SLIP

Ensure your unworn items have their tags and pop them in a bag, use the original parcel bag where possible to save on waste. Enclose the returns slip* attached to your delivery note, detailing the following information:

  • Name on the order
  • Order number
  • Item code(s)
  • Quantity
  • Reason for return
  • Refund or exchange** 

2. RETURNS PARCEL LABEL

Now click this link to generate a label for our free tracked returns on the Royal Mail website > and follow the easy steps to email your label to yourself (or a friend) to print. 

No printer access? That's no problem, Royal Mail can print your label at a Customer Service Point/Delivery Office. Just fill out the form and generate your label in the link above, then take your device with the email Royal Mail will send you, to your local delivery office Find your local office here >

3. TRACKING

Make sure to save the email from Royal Mail so you can provide us with the tracking number in the unlikely even that your return is delayed. 

4. POST OFFICE

Post your parcel at the Post Office once the steps above have been completed. We'll let you know once we've processed your return!

*Can't find your returns slip? Simply include the information in step 1 on a sheet of paper!

**If you want to exchange an item quickly, we recommend you return your item for a refund and repurchase the desired item in the meantime as this will avoid the wait time and greatly reduce the risk of your item(s) going out of stock. In the event that you've requested an exchange and the item is out of stock, we will perform a refund and notify you. 

Any more questions? Check out the FAQ's below or Contact us here >

FAQ's

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We try to process returns as quickly as possible; we will notify you by email once your return has been processed. During busy periods this could take up to 14 days from when we receive the goods. *If you want to exchange an item quickly, we recommend you return your item for a refund and repurchase the desired item in the meantime as this will avoid the wait time and greatly reduce the risk of your item(s) going out of stock. In the event that you've requested an exchange and the item is out of stock, we will perform a refund and notify you. 
If you want an update on a return you've sent back, then contact us with your order number and Royal Mail returns tracking number.  If you need any help, get in touch with Customer Service be sure to include your order number in any correspondence. 

WHICH ITEMS CAN I RETURN?

All items returned must be unworn and unwashed and still have their original tags. You can return any full priced items purchased within 30 days of receipt for a full refund, and you have up to 90 days to return the items for an online credit or exchange, whichever you prefer. This applies to online orders returned to our online team via the Freepost address. 

You can return any sale items purchased within 14 days of receipt for a full refund, and you have up to 30 days to return the items for an online voucher or an exchange (subject to stock). This applies to online orders returned to our online team via the Freepost address.

I HAVE RECEIVED A FAULTY/INCORRECT ITEM

To help you, we will need the following information:

  • Order number
  • Product/item number (found on swing ticket or washing label)
  • Photo(s) of the fault. 

Please email this info to our Customer Service team via [email protected]  We'll be happy to help!

HOW MUCH WILL I BE REFUNDED?

You will be refunded the full price that you paid for the goods if the items are returned within 30 days with the tags as new. When returning goods that you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold. 

CAN I RETURN AN ONLINE ORDER TO ONE OF YOUR STORES FOR AN EXCHANGE? 

For an exchange only you can return items to one of our solus stores in Tunbridge Wells, Stratford, White City or Cambridge. You must take your delivery note with the item(s). All items returned must be unworn and unwashed and still have their original tags. You cannot return any items bought online to a House of Fraser, Fenwick or John Lewis concession. For store details click here >

Our store teams cannot process a refund against any online orders. If you would like a refund, please return using the free tracked returns steps at the top of this page.

I HAVE BEEN GIVEN A GIFT BOUGHT ONLINE I WISH TO RETURN, HOW CAN I DO THIS?

If you have an unwanted gift please get in touch with Customer Services via our contact us page  and we’ll send instructions on how to return it. If you don’t have the delivery invoice we’ll offer you an exchange or an online voucher for the value of the last known selling price of the returned items, provided that they are returned unworn, unwashed and in re-saleable condition.

If we can help you with anything else, then please get in touch with Customer Services >

If you are returning a parcel from Ireland please visit our Irish website www.polarnopyret.ie/returns

DELIVERY INFORMATION >