Any changes to your order must be notified to us prior to their despatch, and be in writing (via email).
When an order is placed, you cannot make changes to your name or address once your order has been despatched.
If you amend or change your order this could lead to changes to your delivery timetable.
If you amend or change your order you may also find the item is no longer available, or that the price has changed for which you may be charged.
If you are entering into a contract with us as a consumer online or ordered by telephone, you have the right to cancel* (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), your contract at any time up to 14 calendar days after the day on which you received the products you ordered. *This statutory right to cancel is separate from our goodwill policy, and does not apply to products purchased in our stores.
When we have received all of your order back, any paid delivery charge will be included in your refund. The delivery charge refund will be to the value of standard delivery.
If you wish to cancel an order, please be aware that statutory rights of cancellation do not apply to lingerie, or any products with a hygiene seal where the seal has been removed, broken or damaged.
To exercise your right to cancel your contract with us, you must inform us of your decision in writing within 14 calendar days after the day you received the products, which you can do by downloading the cancellation form here and sending to us separately.
While the products are in your position, you must take reasonable care of them until you return them to us.
You shall send back any products or return them to us, without undue delay and in any event not later than 14 days from the day you communicate your cancellation of the contract to us.
The deadline is met if you send back any products before the 14 days has expired. Unless returned to a Robestos store, or Asda collection point you will have to pay any direct cost of returning any products to us. If you use our free returns label to return a cancelled order, we reserve the right to charge you our standard returns cost of $5 in South AFrica or $8 in Zimbabwe.
Products should be returned either with, or in their original packaging.
You are only liable for any diminished value of the products resulting from the unnecessary handling, in excess of what is necessary to establish, characteristics and functioning of the products. We will assess this charge when the products are returned but this charge will not be more than the original contract value
We will process your refund within 14 days of receipt of the products.
For products delivered to a third party, at your request in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us.
To make a return submit your return request here with your email address and order number.
You have 48Hours from the delivery date to submit your return request.
Most apparel, shoes, and bags are returnable within 48hours of the delivery date. Items must be unwashed and unworn with tags attached and original packaging. All items MUST be returned in protective packaging to reduce damage during handling. All shoes MUST be returned in the original shoe box and then packaged durably. Please do not put tape or stickers on the shoe box. Damaged returns will NOT be accepted. Please note that shipping and handling fees are not refundable.
For all returns we issue store credit only. Refunds are not available.
Unfortunately, if the item is marked FINAL SALE cannot be returned.
Return shipping postage is the sole responsibility of the customer. If you receive the wrong item or a faulty product we will cover the return cost.How soon will I receive my store credit? Once we have received your return please allow up to 3-5 business days for your store credit to be issued.
Email us at [email protected] with your full name, order number and we will get back to you shortly.
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