What happens after you send your return back

The stages, and how long each takes

Once your return has been approved and a collection has been booked, here is what happens.

1. The courier collects your parcel — 1 to 3 days

A courier will come to the address on your return to collect the parcel. This normally happens within 1 to 3 days of the collection being booked.

Please keep your phone nearby during this period. The courier will usually call before arriving, and an unanswered call is the most common reason a collection is missed. If the collection is missed, the booking is cancelled and we will need to rebook it for you — at no extra charge.

Have the parcel packed and ready before the collection day so it can be handed over when the driver arrives.

2. We inspect your return — 1 to 3 business days

Once your parcel reaches our warehouse, our team inspects it. This takes 1 to 3 business days, and we will contact you as soon as it is done to confirm the outcome and the next step.

Nothing is processed before inspection — this is the stage where an exchange, refund or store credit is confirmed.

3. Your exchange, refund or credit is processed

Exchanges are dispatched as soon as your replacement item is confirmed after inspection — there is no waiting period beyond that. If the item you asked for is no longer in stock by then, we will contact you so you can choose something else.

Refunds are processed once inspection is complete. Refunds take 3 to 7 working days to process, and how long the money then takes to reflect depends on your payment method — see Refunds: how and when you get your money back.

Store credit is the quickest option. It is loaded onto your account and is ready to use at checkout, with nothing to enter.

You will be kept updated

You will be notified at every stage — when the collection is booked, when your parcel reaches us, and when your exchange, refund or credit is confirmed.

If a stage seems to be taking longer than the timeframes above, contact us with your order number (it looks like YST100234) and we will check where your return is.

Before you send anything back

If you have not yet started a return, please read our Returns, Exchanges & Refunds Policy first — it covers what can be returned, the timeframes, and the return methods available.