Who Can Use the Returns Portal?
Our Returns Portal is available for UK online orders starting with 75XXX.
Log into the Returns Portal here.
Please note: Orders purchased from carvela.com must be returned to our warehouse – our stores aren’t able to accept these returns at the moment.
If you’re returning an international order, please click here for more information.
Key Things to Know About Our Returns Portal
- Returns cost £1.95 per parcel, payable when you book your return.
- If you need to make multiple returns from the same order, each parcel will have its own £1.95 fee – so we recommend returning everything together in one go to save on costs.
- Each returns label can only be used once and is tied to the specific order you generated it for. Please don’t copy or reuse labels, as we won’t be able to track or process refunds for duplicated labels.
- If you’re returning items from different orders, you’ll need to book and generate separate labels for each order. Please don’t combine items from different orders into one parcel – this could delay your refund and we can’t refund items that aren’t properly processed through the portal.
- The £1.95 return fee is non-refundable.
- Once your return is booked, we can’t cancel or amend it, so please double-check all your details before confirming.
How to Book a Return
Returning with us is easy! Just follow these simple steps:
- Repack your items securely in line with our Returns Policy, using the original packaging where possible.
- Log in to the Returns Portal here using your 9-digit order number (starting with 75XXX) and delivery postcode.
- Select the items you’d like to return and the return reason.
- Choose your return method – Evri Drop Off or Evri Collection (please check whether you’ll need a printer).
- Pay the £1.95 return fee. If you have any promotional codes, this can be entered at this point.
- Print your label at home, or at an Evri ParcelShop if you choose Drop Off.
- Send your parcel back – either arrange a collection or drop it off at your nearest ParcelShop.
- Track your parcel and wait for your refund.
Your returns paperwork may also include a handy QR code – simply scan it to go straight to the Returns Portal.
Choosing Your Return Method
Evri Drop Off at a Parcelshop
- Print your label, attach it to your parcel (removing or covering old labels), and drop off at any Evri ParcelShop.
- Be sure to get proof of postage and keep it safe until your refund is processed.
- We do not currently accept returns back to Evri Lockers. Please only use a Parcelshop.
Evri Collection
- Print and attach your label.
- Book a collection at a date that suits you via Evri's website.
- Hand your parcel to the Evri courier and always ask for proof of postage.
If Evri misses your collection, check your tracking for rescheduled dates or rebook through the link above.
Print In-Store
- Package your items and bring your parcel to an Evri ParcelShop with your QR code (you can check which shops offer Print In-Store here).
- The shop’s Print In-Store machine will print your label for you.
- Remember to keep proof of postage.
What Happens Next?
- Once your parcel is with Evri, they’ll aim to deliver it to our warehouse within 3-7 days (this may be longer during busy periods).
- You can track your parcel using your proof of return tracking receipt – the Returns Portal will also show when your parcel is in transit and when it’s been delivered to us.
- Please allow up to 14 days for returns to reach us and be processed before getting in touch.
When Will I Get My Refund?
- We’ll send you an email when your return is received and another when your refund has been processed.
- Refunds go back to your original payment method and should appear in your account within 3-5 working days, depending on your card provider.
Important Reminder
Please always keep your proof of postage until your refund has been processed. Without it, we may not be able to help with any refund queries.
Let us know if you’d like help with anything else – we’re always happy to assist!