Exchanges and replacements
Swap for another size or colour, or get the same item again.
Updated 11 Mizan 1405
When you open a return you can ask for something other than your money back.
Exchange
Swap an item for another variant of the same product from the same shop — a different size or colour. The new variant must cost the same as what you paid, so no money changes hands. If the price is different, return the item for a refund and order the one you want.
Replacement
Get the same item again from the same shop. Replacements are for items that arrived damaged, wrong, not as described or with parts missing.
How it works
- The shop accepts your request and sets the new item aside for you.
- The new item is sent to you as a new order marked Replacement. It moves through the usual steps and you can track it under My orders.
- A courier collects the item you are returning.
If the return trip is yours to pay for (for example, you changed your mind), the courier collects that trip's charge in cash when the replacement arrives. Otherwise there is nothing to pay.
If the item runs out
If the shop cannot send the new item — it sold out, or the replacement order is cancelled — your request becomes an ordinary return and you get your money back instead. We tell you when this happens.