Returns & Exchange

Peacocks Returns Policy

Online Returns Policy [Updated 03/11/2020]

**Update 03/11/20**

Through continuing local lockdowns across the UK, the safety and wellbeing of our Peacocks community continues to be our highest priority.

If you are not satisfied with your purchase, we will be happy to give you a full refund provided that you notify us within 14 days (starting from the day of receipt of the order) via our online returns portal. You then have a further 14 days to return your item(s) to us by post for a full refund or you can also return your item(s) back to your local Peacocks store for an exchange or refund, dependent on your payment method.

All items being returned should be in their original packaging, unworn, unwashed and complete with their original labels. We reserve the right to refuse a refund for items returned that are not in a re-sellable condition.

If we have made a mistake on an item sent to you, or it is faulty or damaged, we will refund the delivery charge that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above. If you receive an incorrect, faulty or damaged item, please contact us by e-mail at customercare@peacocks.co.uk or by phone at 0330 124 2185 (Monday-Friday 9am -5.30pm and Saturday 9am-1pm), we'll be happy to help.

For your Right to Cancel, please see the Contract and Contract Cancellation section of our terms and conditions. This does not affect your statutory rights.

Non-Returnable Items

For hygiene reasons, we are unable to exchange or refund underwear, health & beauty products which have been opened or unsealed, pierced products or swimwear where the hygiene seal has been removed.

We are also unable to refund gift cards

These conditions do not affect your statutory rights.

Returns by Post

As long as you have completed your return through our online returns portal (as detailed in our online returns policy section above), you can return any items (except non-returnable items) purchased at www.peacocks.co.uk/ back to our warehouse for a full refund.

All return postage costs are the responsibility of the customer and we would also recommend that you use a postal service that insures you for the value of the goods that you are returning.

Please ensure that you include your returns documentation in your parcel and we would recommend that you keep details of the items you are returning together with proof of your return documents until you have received your refund, just in case of the unlikely event of your parcel being lost in transit.

We will refund the price of the item(s) back onto the payment method used to place the order within 14 days of the item(s) being received by us.

We are unable to offer an exchange service, but if you would like an alternative item or size, please return the unwanted item(s) for a refund (as per our policy above) and place a new order for the item(s) which you would like.

This does not affect your statutory rights.

HOW TO USE OUR ONLINE RETURNS PORTAL

Returns to a Peacocks Store [Updated 03/11/2020]

**Update 03/11/20**

You can also return any items (except non-returnable items) purchased at www.peacocks.co.uk to any Peacocks store.

As long as you have completed your return through our online returns portal (as detailed in our online returns policy section above), you can return your items to any Peacocks store with your dispatch note/returns paperwork together with your payment card and our colleagues will be happy to offer you an exchange or process a refund back onto your original payment method.

If you made your purchase using PayPal, Amazon payments, Flexecash, Google Pay or Apple Pay our store colleagues will only be able to offer you an exchange.

This does not affect your statutory rights.

HOW TO USE OUR ONLINE RETURNS PORTAL

Updated 03/11/20 – As a result of the recent Government announcement, our stores located in England will be closed until Wednesday 2nd December. As long as you complete your return as required through our online returns portal (as detailed in our online returns policy section above) you can return your item(s) to your local Peacocks store within 14 days of it re-opening.

PayPal, Amazon, Google Pay, Apple Pay, Flexecash - Returns & Refunds [Updated 21/10/2020]

**Update 21/10/20**

Customers making purchases using any of the above payment methods, may once again be able to use these stores to exchange items if required. For an up-to-date list of Peacocks stores that have reopened, visit our store finder page here

Items purchased using PayPal, Amazon, Google Pay, Apple Pay or Flexcash may be exchanged in store. However to receive a full refund, please follow the details contained within the "Returns by Post" section above.

Please note: All return postage costs are the responsibility of the customer.

International Returns

Items may be returned to us within 28 days from the date of despatch for a refund. All return postage costs are the responsibility of the customer. Address your package to:

Peacocks Online Returns
Peacocks Distribution Centre
Heol Crochendy
Parc Nantgarw
CF15 7QT

Returns policy for items purchased in a Peacocks store

If you are not satisfied with your purchase, we will be happy to offer an exchange or refund, if you return your item(s) to us in their original condition with a valid till receipt within 14 days of the original purchase date. The date of return is detailed at the bottom of this receipt. If you do not have a receipt an exchange or refund will not be given.

For hygiene reasons, we are unable to exchange or refund underwear; health & beauty products, which have been opened or unsealed; pierced products or swimwear where the hygiene seal has been removed. We are also unable to refund gift cards.

Unfortunately, we are only able to offer an exchange when returning items purchased using LOVE2SHOP vouchers.

This returns policy does not affect your statutory rights.

HOW TO USE OUR ONLINE RETURNS PORTAL

Lost the Original Returns Paperwork?

If you no longer have the returns label please address the package to:

Peacocks Online Returns
Peacocks Distribution Centre
Heol Crochendy
Parc Nantgarw
CF15 7QT

Please make sure that you complete the online returns form in our online portal, this will give us all the information we need to complete your return by post or in one of our stores. Please ensure that you include your returns document in your parcel, if you are returning your items back to our warehouse.

Write the order number on the top left-hand side of the packaging to help us to identify your parcel at our warehouse.

You will need to pay for the postage yourself.

This does not affect your statutory rights.

HOW TO USE OUR ONLINE RETURNS PORTAL

Can I Return an Unwanted Gift?

All orders can be returned by following the standard return policy and the online returns process in our returns portal. However, please note that our returns process is automated and the original purchaser will receive all of the standard notification emails for any return or refund requested.

If you request a refund, it will be made to the original payment card. We are unable to offer credit notes or an exchange.

Unwanted gifts can be returned to your nearest store with the online returns form for an exchange only.

This does not affect your statutory rights. HOW TO USE OUR ONLINE RETURNS PORTAL

Will you send me confirmation when you receive my parcel?

Unfortunately, Peacocks is unable to directly confirm with the customer when we have received your returned items.

How long will my refund take to process? [Updated 03/11/2020]

**Update 03/11/20**

Once your item(s) have been received by our warehouse, a refund will be processed back onto your payment method with 14 working days.

If you have not received the refund within 14 days or you have any queries, please contact us at customercare@peacocks.co.uk or by phone at 0330 124 2185 (Monday-Friday 9am -5.30pm and Saturday 9am-1pm).

If you have returned your item(s) purchased at www.peacocks.co.uk to your local Peacocks store, the refund will be processed whilst you are at the store and should drop back onto your payment card within 5 working days.

Can I obtain a refund on sale items?

Yes, all items purchased at sale prices online can be refunded.