Do you offer a collection service?

We understand that returning large, fragile items can be difficult. We now offer an optional collection service at a time and place to suit you. Please note that this is a chargeable service.

Optional Collection Service + Charges

• For small items, we’ll send DPD or DHL Parcel UK to collect within a 1-hour slot. Our team can select a specific day that suits you, or collect from an alternative address. The charge for this is £9.99. Please note that area exclusions and service restrictions apply to carriers.
• Large, fragile items are priced at £39.99 for the collection of a single box, or £49.99 for multiple boxes, single XL items and pallets.
• If there was a surcharge on our original order due to additional transport costs, we’ll apply a similar charge to your collection. Our team will be happy to let you know how much this will be, and generally it applies to areas of Northern Scotland, Channel Islands, Scottish Islands and other harder-to-reach areas of the UK.
• We are unable to collect international orders.
• You are welcome to arrange your own method of transport back to us instead, but we recommend selecting an appropriate courier and insuring the items. We cannot compensate you for any damage caused whilst the item is in yours or your selected courier's possession.
• If you are exchanging your item, you will be charged a separate collection and delivery fee.
• Once we have received your item back and had a chance to inspect and process the return, we will refund you less the relevant collection charge provided your return is within 30 days following the original delivery date. If your delivery happened within the last 90 days, we can instead offer a credit note (valid for 12 months), less the relevant collection charge. 

To arrange a collection, please contact our team. 

Can I choose a collection date and time?

For small items, you’ll normally receive a 1-hour collection time slot communicated via SMS/email. You can respond directly and arrange an alternative time if it's not suitable.

For larger or fragile orders, your item will be collected by our specialist delivery partners BJS, Violet Logistics or Pallex. They will contact you by phone, email or SMS prior to making the collection, and you will be able to communicate with them directly if the first proposed time isn't suitable.