Simple, clearly explained returns
Choose the return route that matches your item, then follow the instructions below.
Have the email address used at checkout and your order number ready.
For suitable standard parcels, use the portal to register the return and generate a prepaid label where offered.
You can also arrange your own tracked and insured return.
Go to the Returns PortalParcel labels are not suitable for long trims, thresholds or some other large items.
Where eligible, request our Monday-to-Friday collection service for Ā£25, deducted from your approved refund.
See collection detailsOur Ā£25 collection service and parcel labels are not available for wood flooring, levelling compounds, screed or other palletised goods.
For a change-of-mind return, arrange and pay for a suitable tracked and insured courier or pallet transporter. Wait for return approval before sending anything.
Select the correct reason when making your request and provide all the requested information. We will review the details and confirm the next step. Your statutory rights are unaffected.
Please inspect the packaging and goods at delivery wherever reasonably possible.
Why we ask for this: it preserves the evidence needed to check the claim against our dispatch records and the carrier's delivery record. The 48-hour request is not a restriction on your statutory rights. We will review the information and confirm the appropriate next step.
Use the portal for a standard return, or the collection form below for an eligible long or bulky item.
Do not send the goods or assume a collection is booked until you receive our confirmation and instructions.
Goods must be complete and protected for transport. Keep your tracking or proof of collection.
We inspect the return and normally process an approved refund within 7 working days of receiving it.
Please read our full Returns & Refunds policy for eligibility, packaging requirements and complete terms.
Thank you, we have received your request. It is not booked yet. We will check the items and email you to confirm whether the collection service is suitable and which weekday is available.
You will not receive a separate automatic confirmation email. Please wait for our email before assuming a courier has been booked.
Standard parcel returns
Enter the email address used at checkout and your order number. For an eligible standard parcel, follow the portal instructions to generate a label or arrange your own tracked return.