How Do I Find or Use My Return Reference?

Quick Answer

A return reference is the number we give you for a specific return or exchange so we can identify your package when it reaches our warehouse. You'll receive it from our Customer Care team as part of your return instructions, and you should mark it clearly on the outside of your return package. If you can't find your reference, or you've already sent your return without it, contact our Customer Care team via live chat or the Contact Us page and we'll help.

What is a return reference and why do I need one?

A return reference is a number that links your returned package to your order. Because our warehouse receives many returns, the reference helps us match your package to the right order so we can process your refund or exchange correctly and without delay.

You should always confirm your return details with our Customer Care team before sending anything back. As part of those instructions, we'll provide your return reference and let you know exactly how to use it.

Where do I find my return reference?

Your return reference is provided by our Customer Care team when you arrange your return. To locate it:

Check the return-related emails or messages we sent you after you requested your return or exchange.
Look in your support conversation, where the reference is usually confirmed.
Keep your order number and the email address used at checkout on hand, in case we need them to look up your return.

If you can't find the reference anywhere, don't guess or send your package without it. Contact us and we'll resend it.

How do I use my return reference?

Once you have your return reference, mark it clearly on the outside of your return package so our warehouse can identify it on arrival. Follow any additional instructions we provide, and please don't send your return until you've confirmed the current return steps with us, since these can vary by order.

After you ship your return, send us the tracking or postage details so we can follow your package and process the next steps once it arrives.

What if I forgot to include my return reference?

If you've already sent your return without marking the reference on the package, don't worry. Please:

Check the tracking status of your return package.
Keep your tracking number or postage proof available.
Contact our Customer Care team and let us know the reference wasn't included on the outside of the box.
Share your tracking details so we can watch for your package.

We'll do our best to identify your return when it reaches the warehouse. Once we've received and matched your package, we can move forward with your refund or exchange. Refunds are issued to your original payment method, and exchanges are typically processed within about five business days of our receiving your return.

What if my return reference looks wrong or doesn't match my order?

If the reference you received seems incomplete, or it doesn't appear to match your order, contact our Customer Care team before sending anything back. We'll confirm the correct reference and return instructions for your order so your package can be processed smoothly.

In what situations should I contact Customer Care?

Please reach out if:

You can't find your return reference.
You're unsure how to mark or use the reference on your return package.
Your return reference looks incomplete or doesn't match your order.
You've already mailed your return without the reference and want us to watch for it.
You have tracking or postage details to share for a return that's on its way.