Collection Requests
For larger, heavier or difficult-to-post items, we may be able to arrange a courier collection from your address rather than asking you to arrange return postage yourself.
When we arrange free collections
We will arrange a collection at no cost to you where:
- The item arrived damaged
- The item is confirmed as faulty
- We sent you the wrong item
- We have asked for the item to be returned due to an error with your order
For non-faulty change-of-mind returns, we may also be able to arrange a collection service for larger or heavier items. A collection charge may apply, and this will be deducted from your refund. We’ll confirm the charge before booking the collection.
How to request a collection
To request a collection, please contact our customer service team with:
- Your order number
- The item you would like collected
- The reason for return
- Photos or videos, if the item is damaged or faulty
- A selection of dates you are available for collection
- Any access information the courier may need
Collections can only be arranged from the original delivery address we shipped your order to.
Once we have reviewed your request, we’ll confirm whether a collection can be arranged, whether any collection charge applies, and which collection date is available.
Preparing your item for collection
Please make sure your item is ready before the courier arrives.
Items must be:
- Securely packed, ideally in the original packaging where possible
- Complete with all accessories, manuals, fixings and parts
- Clean, dry and safe for the courier to handle
- Disconnected from any power, water or gas supply where applicable
- Free from trailing cables, loose parts or anything that could cause a trip hazard
- Dismantled where reasonably possible, especially for large furniture, garden equipment or bulky items
- Easily accessible at the collection address
Couriers may refuse collection if the item is not safely packaged, cannot be accessed, or is not ready when they arrive.
On the day of collection
Our courier will usually contact you in advance with a collection window. Please make sure someone is available at the address on the agreed collection date.
If nobody is available, the item is not ready, or the courier cannot safely access the property, we may need to rearrange the collection. A failed collection or rearranged collection charge may apply.
Collection availability
Collections can only be arranged from the original delivery address we shipped your order to.
Courier collections are subject to availability in your area. Some Highlands, Islands, remote or offshore postcodes may not be eligible for collection, or may have limited collection availability.
If we’re unable to arrange a courier collection from your address, we’ll let you know and confirm the available return options. For damaged, faulty or incorrect items, we’ll work with you to find a suitable return method.
Collection charges
Collections for damaged, faulty or incorrect items are free of charge once the issue has been confirmed.
For non-faulty returns, a collection charge may apply. We’ll confirm the cost before booking the collection, and this charge will be deducted from your refund.
If an item is returned as damaged or faulty but, after inspection, is found not to be damaged or faulty, we may treat the return as a non-faulty return. In this case, a collection charge may be deducted from your refund.
Refunds after collection
Once the item has been collected, it will be returned to us for checking. We’ll confirm the outcome and process any approved refund to your original payment method.
Where all items in an order are returned, we will refund the cost of the returned items and any standard outbound delivery charge paid, where applicable. If only part of an order is returned, the original delivery charge may not be refunded.
If we arrange collection of your return and a collection charge applies, this will be deducted from your refund.
Refunds are issued to the original payment method used at checkout. Once we have processed your refund, the time it takes to appear in your account depends on your bank, card issuer or payment provider.
Last updated 06/07/26
