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Shipping & Returns

Once you have placed your order you will be presented with an order confirmation screen detailing what you have bought, how much it cost and delivery options. At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.

Once we have processed your order you will receive a second email from us detailing what you have purchased and confirming that your order has been processed. For UK deliveries, we will also inform you of your tracking reference number. If you have contracted for overseas deliveries, Barlin Delivery will confirm that they have collected your goods for delivery to you and inform you of your tracking number. By clicking on the tracking reference link you will be taken to the courier's website where you can see the progress of your delivery.

We have a Collect in Store service available, you can get your order delivered to participating stores within the UK. Once your order has been delivered to your chosen store, you'll get an email confirming it's ready to be picked up, this email will also contain your unique delivery code which is required for collecting your parcel. Your parcel will take 5-7 working days to be delivered to store for only £4.99. Every time you use our Collect in Store delivery service and collect your parcel from our own stores, you'll receive a £5 voucher to spend in store, you'll be given your voucher by our store staff when you collect your parcel. This voucher is not available from Collect+ stores or when you use the Collect+ delivery service.

Your parcel can only be collected within your chosen stores opening hours. Please ensure you have your order number, unique delivery code (from your order collection email) and a form of ID, if you don't have all three, you will not be able to collect your order.

Acceptable forms of ID are:
• Cheque Guarantee / Credit / Debit Card
• Bank / Building Society Book
• Valid Passport
• Cheque Book
• Drivers Licence
• Utility Bill

For under 18s:
• National Insurance Card
• Medical Card
• Savings Book

Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

You have up to 28 days to collect your parcel from store, you will be reminded three times within this period to pickup your parcel. If you fail to pickup your parcel within this period, it will be returned to the warehouse, you will then need to speak to Customer Services for a refund.

If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be processed by us on or before the day of the launch.

Delivery of Personalised Pre-order Items

If you have ordered pre-order items with a launch date and requested for the item to be personalised, we will then reserve your total order until the launch date. Pre-Ordered Personalised Items are non-returnable (please note that this does not affect your statutory rights). We cannot guarantee 24 hour delivery times on Personalised items, we will endeavour to process your order ready for delivery to you by us (UK orders) or Barlin Delivery (international orders) on time however due to the extended processing time this is not always possible. The total order will be processed once the goods have been personalised.
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