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About Exchanges & Replacements

You can exchange or replace an item through our Returns Support Centre if your return meets certain criteria.

Extended Christmas Returns Policy

We've specially extended our returns period for the Christmas season. Items dispatched by during the period from 1 November, 2015 to 31 December, 2015 inclusive may be returned at any time before midnight on 31 January, 2016. Our returns policy will revert to the standard 30-day period for items dispatched after 31 December, 2015.

Please note that this doesn't apply to mobile phones with contracts. For information about returns to Sellers please see our Arranging Marketplace Returns and Refunds Help page.

Did you receive a damaged, defective, or wrong item sold by and want to replace it with the same item?

Note: Items Fulfilled by but sold by another Seller can't be replaced, but may be returned.

You can exchange an item through our Returns Support Centre if your return item wasn't purchased with a promotion (except for promotions on delivery, such as FREE Delivery) and the exchange item meets the other eligibility criteria listed below.

Exchanges for a Different Size or Colour

This option is available for apparel, sports, shoes, baby products, jewellery, luggage and watch items that have a size or colour variation. The exchange item must be:

  • A different size or colour than the return item
  • Dispatched and sold by

Exchanges for an Item in Your Shopping Basket

This option isn't restricted to specific product categories. The exchange item must be:

  • Added in a quantity of one to the Shopping Basket
  • Dispatched and sold by
  • Not an Add-on Item
  • Not identical to the item being returned
  • Not marked as a gift in your Basket


  • We can't process exchanges for gift returns unless you're the original purchaser of the gift and exchange items can't be sent as gifts.
  • We can only process exchanges if the original order was paid by credit or debit card.
  • We can only process exchanges if the order was dispatched to a UK address.

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