Delivery & Returns

We understand there may be a time you wish to return an order - that's why we've made it easy to return for a refund.

Our Return's Policy

  • This Policy applies to items despatched by us and/or our Product Suppliers
  • Our standard policy is 28 days from purchase
  • If the item is unused, in its original packaging, all tags (including security tags for watches) still attached and accompanied by a valid proof of purchase, we'll offer a full refund. This does not affect your statutory rights.
  • There are exemptions to this Return's Policy please see our exemptions section.
  • For products that are faulty, please refer to our Faulty Product Policy.
  • For online purchases, the Return Policy will start once the order has been delivered.
  • The refund will be issued to your original payment method, usually within 14 working days.

For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days from delivery. See Consumer Contracts Information Cancellation And Additional Payments Regulations Guidance for more information on your rights under Consumer Contracts Regulations 2013.

If the return product does not meet the above criteria then we/our Product Suppliers reserve the right to either return the product to you and charge you for the postage costs or deduct an amount from the refund (up to 100%) for use/re-packaging.

Please remember to obtain proof of postage.

We/our Product Suppliers are unable to accept products back to us outside of the 28 day Returns Policy unless they are faulty. There must be a genuine detectable fault of the product to fall under this Faulty Product Policy.

Faulty Product Policy

All faulty products must be reported to us and we will advise what course of action is required - you should not send these back to us/our Product Supplier unless it has been authorised by us. Any unauthorised faulty returns may result in the product being sent back to you and you being charged for the return.

  • You will not automatically receive a refund for products that are faulty if the product is more than 30 days old.
  • Between 30 days and 6 months - we are entitled to offer you a repair or replacement if there is a fault with the product. It is our decision as to what is offered to you. Where a repair or replacement is not possible, we will offer a refund with a deduction being made for any use of the product.
  • For products more than 6 months old, you will need to prove that the fault has been there from the day of purchase. If this is the case then we will offer a refund, with a deduction being made for any use of the product (potentially up to 100% of the value).

Returns Exemptions

The following items are excluded from return, unless they are faulty:

  • Personalised products
  • Cosmetics and skincare products
  • Collagen/CBD/health supplement products
  • Hot tubs
  • Unsealed video games
  • Digital downloads cannot be refunded once you have started download
  • Face masks & face coverings
  • Underclothing including shapewear, swimwear, intimate apparel supplied with a hygiene strip at time of delivery that has had the strip removed,
  • Earrings or pierced body jewellery
  • Assembled furniture


  • DO NOT remove any security or brand tags until you are certain you wish to keep the item.
  • You acknowledge that the removal of any product, security and/or brand tags will affect the value and that its absence or damage to it, will reduce the value of the product. If you return the product with a missing or damaged security/ brand tag or paperwork, we will make a reasonable deduction to the sum refunded to you not exceeding 25% of the purchase price.
  • We may make a deduction from any refund for loss in value of any product as the result of any unnecessary handling by you.

Mattress Trials

  • Some mattresses sold by us/our Product Suppliers are supplied with a 'Free Night Trial'. This means you are able to trial the mattress in your home for the period advertised.
  • For customers to benefit from the trial you should unpack and check your mattress as soon as possible after it has been delivered. Please remove the mattress from its box, carefully remove all polythene wrapping and allow the mattress to unroll in an adequate space. Please retain the polythene wrapping in case you wish to return the mattress to us.
  • Allow at least 24 hours for the mattress to take shape in a warm room. Once opened there may be a 'new foam' smell which should dissipate within a few days. We would recommend that you fit a clean mattress protector to the mattress before sleeping on it.
  • Sleep on your mattress for up to the end of the trial period.
  • If you are happy with your purchase, please dispose of all the packaging in a responsible manner and recycle if possible.
  • If you're not happy with your mattress, please refer to included paperwork within your original delivery to arrange a return.
  • You will be asked why you did not find the mattress satisfactory. We cannot accept a return where the mattress has been accidentally or otherwise damaged i.e. damage to the cover or core of the mattress or if the mattress has become soiled, wet or stained.

Our Return Options

Please ensure that you have referred to our Returns Policy, Faulty Product Policy and Returns Exemptions before returning your product to us - there may be a different process for you to follow.

Direct Returns

Some returns may require returning directly to one of our partnered suppliers. Always check any paperwork included within your original parcel which will advise the details of where the item should be returned and the approved parcel carrier.

If you have no label to return your item, please contact our Customer Service team on [email protected] or call 03333 242424.

Typical Parcel Carriers


With many different options to return from a doorstop pickup, to one of their 7,000+ Parcelshops and 3,000+ Lockers. EVRi make returns more convenient than ever before.

  1. Complete the Returns Slip found on your Despatch Note and enclose this in your parcel.
  2. Attach the returns address section of the Despatch Note to the outside of your parcel.
  3. Visit the EVRi Returns Portal here:
  4. Follow the instructions to arrange your return.

Large and Heavy Returns

If you wish to return a product large in size or weight which cannot be returned by one of our standard return options, please contact us on [email protected] if the product was despatched by us or if supplied by one of our Product Suppliers, our Product Supplier using the details supplied with the Product. Many suppliers can arrange collection of the item from you, but we/they reserve the right to deduct the cost of the return from the reimbursement we make to you for the goods.

High Value Returns - Watches/Jewellery

We would recommend arranging your return through the Carrier advised by our Product Supplier using a service which includes suitable insurance cover and signed for proof of delivery/tracking.

Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
  • Your right to return or cancel products does not apply to goods list within our Exemption Policy. This doesn't affect your statutory rights if goods are faulty or not as described.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
  • You can cancel by - contacting our Customer Services team on [email protected] or by phone on 03333 242424
  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.