You can find out how to return here.
Click one of these questions to skip to the section you need:
- Why isn't the portal recognising my details?
- My email address is wrong on my order, how do I create a returns label?
- I checked out as a guest, can I create a returns label?
- How do I track my return?
- I didn't receive an email with my returns label, how do I access this?
- Can I get a refund for my returns label?
- I need to return my order in more than one parcel, do I need multiple returns labels?
Why isn't the portal recognising my details?
You must enter your order number and email address to create your returns label. If this isn't being recognised, this may be due to a couple of reasons:
- You are entering the wrong details. The email address must be the same one that was used on your order. If you entered the incorrect email address on your order, see below.
- There is a typo. Easily done! Please double check your details to make sure they are correct. This is not case sensitive.
- You are outside of our returns period. Unfortunately, we cannot accept any returns outside of our returns policy. Read more about this here.
- You placed your order in store. We can only refund orders that were placed in store (your order number will begin with HS) in store. You can find your local store here.
- You are not in the UK. Our returns portal is only available for UK orders - if you are outside of the UK, find out how to return here.
You can also enter the last 4 digits of your phone number, instead of your email address, to bring up your order in the portal.
My email address is wrong on my order, how do I create a returns label?
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. 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.
I checked out as a guest, can I create a returns label?
Yes! You just need your order number and the email address used to place the order to create your returns label. Create your returns label here.
How do I track my return?
Tracking your return is easy! You can access the portal again (by clicking the return order button here and entering the same details as when you created your label), here you can see any returns for that order. Click on the one you want to track to see how it is processing:
I didn't receive an email with my returns label, how do I access this?
Firstly, please check your spam and junk folders as emails often like to hide in there. If you still cannot find your email, you can access the portal again (by clicking the return order button here and entering the same details) where 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.
Can I get a refund for my returns label?
Unfortunately, we cannot refund you for any returns costs.
Don't forget that you can return any order to store for free* (returning to store has changed slightly, find out more here).
Find your nearest store here.
* For Channel Islands customers, you cannot return branded items to store as of yet.
I need to return my order in more than one parcel, do I need multiple returns labels?
Yes, you will need a separate returns label for each parcel you return. Where possible, we recommend returning items in one parcel (please return separate orders separately). You can only use each returns label/QR code once.
Don't forget that you can return any order to store for free* (returning to store has changed slightly, find out more here).
Find your nearest store here.
* For Channel Islands customers, you cannot return branded items to store as of yet.
