Returns and refunds

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Delivery information

Delivery Options Delivery times & charges Order tracking information Courier status information

Delivery Options

The delivery options available to you are shown in the Checkout area under Delivery Method.

Based on your deliver address, these options may not all be available:

  • Home Delivery - Free UK standard delivery on all orders over L50 within 4 working days (*exceptions may apply)
  • Standard delivery - 1 to 2 business days
  • Other delivery method – 3 to 5 business days
  • International delivery – 7 to 10 business days (not all countries are available)

Delivery times & charges

We deliver the majority of our orders within 4 working days* for L3.99 or FREE on orders over L50 (*exceptions apply, see table below).

  • Deliveries to UK addresses are made Monday to Friday between 9am to 6pm, excluding Bank Holidays.
  • Deliveries to the Scottish Highlands and Islands, offshore locations and Northern Ireland may take a little longer.
    For delivery to ROI addresses please visit our Irish website at hybris.com
  • Multiple items may be delivered in more than one parcel and at different times.

Order tracking information

We will send you email updates through every stage of your order. In each email your current order's status will be shown. Each order status is explained in the table below. We deliver most parcels via our courier. You can track these parcels by clicking on the parcel reference link on your email. Once you have clicked on the link you will be directed to the courier website. For information on courier statuses please click here.

Status Description
Processing
Your order is being processed.
Despatched
Your order has been despatched to the courier.

For heavy and large products your order is ready to be despatched by our carrier. The carrier will contact you to arrange a suitable date for delivery.

For Collect from store orders you will receive a further order status update when your item(s) are ready to collect (see below for more information on collect from store statuses)

Cancelled
Unable to fulfill
payment reversal

Your order has been cancelled due to stock availability, no payment has been taken.

Cancelled
Unable to fulfil
Payment refunded

Your order has been cancelled due to stock availability. We have processed a refund to your payment card.

Return received
Your return has been received. However, due to goods being addressed to the incorrect warehouse there may be a short delay in your refund being processes while the goods are being re-directed.

Order ready for collection
Your order is ready for collection at your chosen store.

Please note: You must collect your order within 14 days of receiving your notification email.

Collected
Your order has been collected.

Return in progress
We are processing your return.

Return refund complete
We have processed your return.

Please note: Some banks may take longer than others to process refunds.

Courier status information

Status Description
Order generated
Your order is ready for delivery and has entered into the courier system.
Receipt at depot
Your parcel has been received at the depot.

Processed at depot
Your parcel has processed through the depot operation and is ready for onward despatch to the courier.

Out for delivery to courier
Your parcel has left the depot for delivery to courier.

Courier to re-attempt
The courier has attempted to deliver your parcel and will try again. You will receive a card to confirm delivery has been attempted.

Delivered to
Your parcel has been delivered.

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