HOW TO RETURN A UK ONLINE ORDER:
1. Enclose the returns slip attached to your delivery note detailing the:
- Order number
- Item code(s)
- Reason for return
- Refund or exchange*
Can't find your returns slip? Simply include the above information on a sheet of paper!
2. Now click this link to generate a label for our free tracked returns on the Royal Mail website and follow the easy steps on their website.
No printer? Royal Mail can print your label at a Customer Service Point. Once you’ve followed the steps on the Royal Mail website, use the label emailed to you to find your nearest Point.
3. Make sure to save the email from Royal Mail so you can provide us with the tracking number if your return is delayed.
*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.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
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 firstname.lastname@example.org 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