Sent your items back and wondering whether we have them yet? You can check your return's progress yourself at any time, and this page explains what each stage means.
Check your return status
Click here to check your return status, then:
- Enter your email address and order number, then click View Order.
- Scroll to the item you want to check and click the Return Status button next to the item's image.
- A new page opens showing the progress of your return.
On that page you will find the return status at the top, the items returned directly beneath it, the refund amount within the return status section, and the refund method at the bottom under Return Information.
What the stages mean
- Return created - your return is registered with us and your label has been issued.
- On its way back - the carrier has your parcel. It can take a little time after drop-off for the first scan to appear, so a return that shows nothing on the day you dropped it off is normal.
- Received at our warehouse - your parcel has arrived and is waiting to be checked in.
- Inspected and processed - we have checked the items and your refund is being prepared.
- Refund issued - the refund has left us. It then takes 2 to 5 business days to post, depending on your bank.
If your return is not showing yet
The most common reason is timing. The status updates as your parcel moves, so if you have dropped it off recently it may not appear straight away. Keep your drop-off receipt until the return shows as received.
Try-on orders
If you returned a try-on order and are unsure whether you will still be charged, the return status page is the place to check first: once your return is registered against the order, it will show there. If you have returned within your try-on window and still receive a charge notice, reply to us with your order number and we will look into it.
Related
- Where is my refund? - for what happens after the refund is issued
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