How long does it take to process my return?

There are two parts to a return: the item getting back to the correct E-Concession Partner and the refund then being processed. We’ll keep the ticket updated while this happens.

Once your return is on its way

Keep your return receipt or tracking information until the refund is complete. If you arranged the postage yourself, this helps us confirm when the parcel was sent and delivered.

When will my refund be issued?

For an eligible change-of-mind return, refunds are made without undue delay and no later than 14 days after the goods have been received back, or after you provide evidence that you sent them back if that is earlier.

Once the return has been received and approved by the E-Concession Partner, we aim to process the refund promptly and normally within 7 days. The refund is sent back to the original payment method used for the order.

When will the money appear in my account?

After we issue the refund, your bank or payment provider may take additional time to show the funds. Card refunds can take up to around 5 working days depending on your provider.

Still waiting?

If your tracking shows the return was delivered but you haven’t received an update, reply to your existing support ticket with the return tracking details. If you don’t already have a ticket, submit a support ticket and include your order number and return tracking information.