Returns & refunds,made simple.
Everything we sell is built to last, but if something isn't quite right, sending it back is just as easy as buying it. As long as the item comes back unused, undamaged and in its original packaging, you'll get a full refund. A generous 30-day window and a free returns label.
How it works
Returns and refunds, made easy
30 days
Free returns labelEasy Returns
Start online in minutes
Changed your mind? You have 30 days from delivery to send items back. As long as they're unused and in their original packaging, simply start your return from your account and we'll email you a prepaid label to print at home.
5–7 days
To your original payment
Fast Refunds
From the day it reaches us
Once your return arrives back at our warehouse, we'll inspect it and process your refund to the original payment method within five to seven working days. You'll get a confirmation email the moment it's done.
Before you send it back
Important information
We appreciate that you may want to return your purchase if it is unsuitable. Please note, if your item is damaged or faulty, or there's an issue with anything inside your parcel, please contact us first at [email protected] within 7 days of receiving your order, and we'll arrange a replacement or refund. If your item has arrived broken, you do not need to return it. Just send us a photo and we'll sort a replacement or refund for you.
After 7 days, you're still welcome to get in touch. Our customer services team will review your case and decide whether a replacement or refund is appropriate.
If your product is less than 15kg in weight and measures no more than 120cm long, you can easily drop it off at an Evri ParcelShop, found in many local convenience stores.
Start your return
If you'd like to start a return now, you can access the simple-to-use portal, with the option to print your label either at home or in store using a QR code.
Open the returns portalReturning your parcel
- 1 Please check your junk mail for the returns label / barcode on completion.
- 2 Package your return, ensuring the parcel is sealed and secure.
- 3 Make sure any older labels are removed from the packaging.
- 4 Take the parcel to your preferred ParcelShop, where it will be processed for you. Find a Parcel Shop.
Good to know
Frequently asked questions
Items can go back within 30 days of delivery, provided they are unused, undamaged and still in their original packaging. A free return label is included, for drop-off at an Evri ParcelShop. Broken, faulty or incorrect items do not need to be sent back. Send us a photo within 7 days of delivery and we will arrange a replacement or refund.
Everything you need is on our Returns & Refunds page the full 30-day policy, what can and cannot be sent back, and the link to start your return online. Once you have started it, you'll get a printable label or an Evri ParcelShop QR code. Please pack the item securely before sending it back.
Yes. Return postage is on us when you use the Evri ParcelShop drop-off label we provide. Print the label at home, or show the QR code at a participating ParcelShop.
You can, although our free option covers Evri ParcelShop drop-off only. If you would rather book a collection or use another carrier, that's fine, but the postage cost is yours. Please send returns to: Eden & Willow Unit G2 Long Eaton Industrial Estate Derbyshire NG10 1FY
Once your parcel reaches us we check it over and refund your original payment method within 5–7 working days. We will email you as soon as the refund has gone through.
Not directly, no. Return the original for a refund and order the replacement separately. Delivery charges may apply to the new order. If the item arrived damaged, faulty or incorrect, email [email protected] within 7 days of delivery and we will arrange a replacement.
Email [email protected] within 7 days of delivery and tell us what's wrong with the parcel or its contents. There's no need to return a broken item. Just send a photo of the damage and we will replace or refund it. Past 7 days, please still get in touch and our customer service team will review the best option for you.
Return labels themselves are free via Evri ParcelShop drop-off. The delivery charge paid on the original order is not refunded unless that order qualified for free delivery.