Returns & Exchange

Peacocks Returns Policy

Online Returns Policy [Updated 22/03/2020]

**Update 22/03/20**

With the current COVID-19 (Corona virus) situation continuing to impact our daily lives, the safety and well-being of our Peacocks community is our highest priority. As a result, to keep our customers and colleagues safe, the decision has been made to temporarily close all our UK stores from close of business Sunday 22nd March until further notice.

Returns to store are therefore temporarily unavailable at the present time.

If you are not satisfied with the item(s) you have ordered, we will give you a full refund provided that you notify us within 14 days (starting from the day of receipt of the order) of receipt of the item(s) via our online returns portal and you then have a further 14 days to return them to us by post. If you want to return to a store you should do this within 14 days (starting from the day you received the order) in a re-saleable condition (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-saleable 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 our Customer Service Team on telephone number 029 2010 1560 or by e-mail at online-customer-services@peacocks.co.uk who will 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.

HOW TO USE OUR ONLINE RETURNS PORTAL

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 swimear 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

All return postage costs are the responsibility of the customer. We also recommend that you use a postal service that insures you for the value of the goods that you are returning. You must complete the outline returns process and the reason for the return before sending the item(s) back or returning them to 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. Always keep details of items you are returning, together with the remaining part of the Dispatch Note and any proof of return documents until you have received your refund, in case of the unlikely event of returned goods being lost in transit. We will only refund the price of the item back onto the payment card used to place the order once it is received by us. Please allow up to fourteen working days for items to reach us and for the refund to show on your payment card. We are unable to offer an exchange service via the post, 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 22/03/2020]

Our UK & ROI stores are temporarily unavailable to accept returns in-store due to COVID-19 (Coronavirus). Please check our social channels for updates on when the stores will be able to accept returns again. We apologise for any inconvenience caused.

PayPal, Amazon, Google Pay, Apple Pay, Flexecash - Returns & Refunds [Updated 22/03/2020]

**Update 22/03/20**

With the current COVID-19 (Corona virus) situation continuing to impact our daily lives, the safety and wellbeing of our Peacocks community is our highest priority. As a result, to keep our customers and colleagues safe, the decision has been made to temporarily close all our UK stores from close of business Sunday 22nd March until further notice.

Customers making purchases using any of the above payment methods, will therefore temporarily be unable to exchange items in store at the present time.

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 22/03/2020]

**Update 22/03/20**

With the current COVID-19 (Corona virus) situation continuing to impact our daily lives, the safety and wellbeing of our Peacocks community is our highest priority. As a result, to keep our customers and colleagues safe, the decision has been made to temporarily close all our UK stores from close of business Sunday 22nd March until further notice.

Returns to store are therefore temporarily unavailable at the present time.

Once you have returned your online goods by post to our fulfilment warehouse, the item will be checked.

Once processed, a credit transaction will be made for the returned goods directly back to the debit, credit or charge card you used to pay for the items on your original order. Please contact Customer Services on telephone number 02920 101560 (8.30am - 5.00pm GMT (Monday - Thursday), 8.30am - 4.00pm GMT (Friday)) if you have any queries.

Please allow 10 working days after our receipt of the goods for the credit to appear on your account.

Alternatively, if you return your goods purchased online to your local Peacocks store, the refund will be processed immediately (as long as the goods are re-saleable).

Can I obtain a refund on sale items?

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