You must enter your order number and the email address that was used on that order in order to create your returns label. If your email address was accidentally entered incorrectly on your order, you still need to use the incorrect email address (if you're unsure what the email address was, please contact our Customer Care Team) or you can enter the last 4 digits of your phone number, instead of your email address, to bring up your order in the portal. Your label/QR will be available on the last page, once you've created your return.
This will mean that you won't receive the email with your returns label - don't worry though, if you access the portal again (by clicking the return order button here and entering the same details) you can see any returns labels you have created:
From there you can download your label and/or QR code.
Please note: You can only use a returns label/QR code once and you will need a new label per parcel.