A store will hold a parcel for 14 days after it is scanned into store. If you are unable to collect the parcel yourself you can arrange for someone else to collect your order on your behalf; all they need is your order number and proof of their own ID.
If nobody can collect the parcel within this timeframe, your items will be sent back to our Distribution Centre and we will process a refund; we will contact you if we need any further information. Refunds will be processed within 12 days of the parcel arriving at our Distribution Centre.
Once a parcel has been returned to our Distribution Center we are unable to send your order back to you.
If you still need assistance we’re happy to help, please have your 8 digit order number ready (if applicable). This can be found on your order confirmation email or by logging into your account.
Live Chat (available 7 days a week - only available for UK and Ireland)
For more ways to contact us, opening, and live chat times, please see our contact us page