What is the returns, exchange and refunds policy?
Subject to exceptions, Trade Counter UK is happy to exchange or refund your purchase within 28 days of delivery. 28 days starts after you have received your 'Order Ready for Collection' email. Your refund will be credited to the original payment card. We are unable to offer exchanges if you return your item(s) to us via the post, through Parcelshops or via a courier.
Unwanted goods must be returned in a fully resaleable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
How do I return by post?
You can return items to us via Royal Mail using the Royal Mail returns address label with your despatch. Items returned by post can take up to 10 working days to reach us once you have posted the parcel. When your refund has been processed it can take your card provider 3 to 5 working days to credit your account.
In order to avoid unnecessary delays in processing your refund, ensure you use the correct label and follow the instructions carefully.
How to return items using the Freepost label:
- Print out the correct Freepost Royal Mail label
The returns label is available for the following departments:
Womenswear, Women's Accessories, Lingerie, Health & Beauty, Home, Menswear, Men’s accessories, Kidswear, Toys and Gifts, Gift food, Sportswear and Small electricals.
- Repackage the goods into the original packaging.
- Complete the returns form enclosed in your parcel, indicating your reasons. Enclose within the parcel.
- Attach the Freepost returns label to the outside of the parcel. Take the parcel to a Post Office and obtain a proof of posting.
- Retain your proof of posting until you have received your refund.
How do I return by ParcelShop?
Majority of items can be returned for free via a local ParcelShop drop-off point (please see the A-Z list below for excluded brands) – this can be found within a range of local convenience stores. Find a location and opening times here.
When your items are despatched, a returns label is included with your order. Alternatively, you can print a returns label from the parcel return website. In order to return via this method, you will need the 16 digit barcode number on the carrier label attached to the parcel's original packaging.
Simply repackage the goods in the original packaging (or a suitable alternative), attach the returns label and complete the returns form on your despatch note, indicating your reason for return. Simply enclose this in your parcel and drop it off at your local collection point. Please note returns are restricted to a maximum of 15kg in weight and a maximum of 120cm in length.
Items returned via Parcelshops can take up to 10 working days to reach us and it can take a further 3 – 5 days for your card provider to credit the refund to your account. To track the progress of your return please click here.