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RETURNS

However you choose to shop with Apricot, we always hope that you love all the items you receive. However if for any reason you are not completely satisfied with your purchase, this page aims to point you in the right direction when it comes to returning item(s) to us. For simplicity, this page is broken down into ways that you can shop with us, followed by other issues relating to returns and changes.

To get started, please select how you shopped with us from the list below to jump directly to the part of this page that is most relevant to your purchase.

How Did You Shop With Us?
Online - apricotonline.co.uk
In Store - Standalone Apricot store
In Store - Apricot concession

More Help & Information...
Christmas
Faulty Items
Exchanges
Changes To Your Online Order
Your Right to Cancel
Your Statutory Rights
Help With Anything Else



ONLINE PURCHASES - APRICOTONLINE.CO.UK [back to top]
If for any reason you are not completely satisfied with your online purchase, simply return the item(s) to us using the postal details below. These item(s) need to be received by us in their original condition*. Once received by us, returned item(s) will be inspected by our warehouse team. Should we be unable to process your refund due to the item being worn, washed or missing any of it's labels, the item(s) will be returned to you.

When returning item(s) to us please allow up to 21 days from the day the parcel is sent for your refund to be processed.

Online: Full Price & Sale Refund Policy
Full price item(s) and sale item(s) can be returned to us in their original condition* within 28 days of you receiving the package. Upon receipt of your returned full price item(s) and/or sale item(s) you will be refunded via your original payment method. If the original order was placed using a debit card, credit card or PayPal account (international customers only) this will be refunded the amount due. If the original order was placed using online store credit, your online store credit account will be refunded the total amount due.

Should any return item(s) not reach us within a reasonable period of time of our refund policy time frame, we reserve the right to either return the affected item(s) to you or, where appropriate, offer a refund via alternative means.

Online: How To Return Item(s)
If item(s) have been ordered online these must be returned to us via the post. At present online orders cannot be returned to our standalone stores or concession locations. To return items by post, simply follow the steps outlined below...

• Identify the Affected Item(s) on Your Invoice/Receipt Document
Your invoice/receipt document that comes inside your package from us also doubles-up as a returns form. Using this document simply, tick the return box and specify a return "reason code" alongside the affected item(s) within your order. There is also a returns address label attached to this document for your convenience that you can use on your package to us. Once you have removed the returns address label, be sure place the remainder of the document into your returns package, so we know who it's from once we receive it!

• Re-Pack Item(s) Being Returned
All item(s) being returned to us should be in their original condition* and where possible, re-packed in the packaging they were received in. If this packaging is no longer available, that is fine and alternative packaging may be used to contain your item(s), however any such packaging would be at your expense.

• Apply Your Returns Address Label
Your returns address label is attached to your invoice/receipt document that comes inside your original package from us. This label should be placed on the front, of the outside of the package you're returning to us. If you no longer have this label for any reason, please refer to the address shown below as you can easily write this onto the packaging yourself as an alternative.

• Post Your Returns Package
Take the package you're returning to any local Post Office branch or courier of your choice. Once there, a postage fee will be charged by your chosen postal service. The fee charged will vary depending on the postal company and service chosen, as well as the combined weight of your returns. Please be aware, that return postage fees are your responsibility and that any item(s) being returned remain your responsibility until they arrive with us. For this reason, we strongly recommend that you return any package(s) using a recorded delivery service and obtain a proof of postage certificate (or receipt) from the Post Office branch or courier used. We also strongly recommend retaining this proof of postage certificate (or receipt) until your refund has been successfully processed by us. Just in case!

UK customers can find their nearest Post Office by clicking here (link opens in a new window). Details of alternative couriers can be found on their respective websites.

If you are missing or have lost your returns label for any reason, our returns address is as follows:
Apricot Online
PO Box 1046
Kelaty House
First Way
Wembley
HA9 0JD
United Kingdom


Please note:
• This is not a correspondence address, the team present will be unable to reply
• Returns cannot be dropped-off directly at this location, they must be returned via a postal service

At present Apricot online are unable to accept returns for items purchased from a standalone Apricot store or concession location.



IN STORE PURCHASES - STANDALONE APRICOT STORE [back to top]
If for any reason you are not completely satisfied with items purchased at a standalone Apricot store, simply return the item(s) to your nearest standalone Apricot store along with your proof of purchase. To find your nearest store location, visit our store locator (link opens in a new window).

Standalone Apricot Store: Full Price Refund Policy
Full price item(s) can be returned to us in their original condition* within 28 days of the purchase date. Upon return of full price item(s) you will be issued a full refund via your original payment method.

Standalone Apricot Store: Sale Refund Policy
Sale items can be returned to us in their original condition* within 28 days of the purchase date. Upon return of sale item(s) you will be issued with either a refund in the form of a store credit note or an exchange. Please note, this store credit note is redeemable in standalone Apricot stores only. This cannot currently be used at concession locations or online.



IN STORE PURCHASES - APRICOT CONCESSIONS [back to top]
If for any reason you are not completely satisfied with your items purchased from one of our concession locations, simply return the item(s) along with your proof of purchase to the original concession store where your purchase was made. Alternatively another branch of the concession will be able to honour your return assuming you provide proof of purchase.

Item(s) returned must be in their original condition*. To find your nearest concession location, visit our store locator (link opens in a new window). Upon return you will be refunded in accordance with the concessions' refund policy. Please refer to their website(s) or in store posters for further details of this.

At present online and standalone Apricot stores are unable to accept returns from an Apricot concession.



CHRISTMAS GIFTING [back to top]
Selecting perfect presents can be difficult, so to make life easier we've extended our standard returns policy over the busy Christmas period! In accordance with our usual processes, purchases made on or after 19th November 2016 can be returned up to and including Thursday 15th January 2017 following the appropriate channels outlined above depending on how you shopped with us. Quck links to jump to these sections are below...

How Did You Shop With Us?
Online - apricotonline.co.uk
In Store - Standalone Apricot store
In Store - Apricot concession




FAULTY ITEMS [back to top]
However you shop with Apricot, we always strive to ensure that our garments are of the highest quality and reach you in perfect condition. On occasion despite our best efforts, this may not be the case. Please accept our sincerest apologies if you have received a faulty or incorrect item from us. Please refer to the purchase methods below and let's get you some help!

Online Purchases (apricotonline.co.uk)
If you have received a faulty or incorrect item from us please contact our customer services through your Apricot online account, so that a member of our team can assist you in rectifying the issue(s) present with your order or item(s) within it. You can log in to your Apricot online account now, by clicking here and following the prompts.

Standalone Apricot Store Purchases
If you have purchased a faulty item from one of our standalone Apricot stores please contact our customer service team by emailing us on [email protected]. In your email message please include which Apricot store the item was purchased from, the barcode of the item and/or a photo of the item, as well as detailing as best as possible what the fault with the item is. These details will help ensure that your query is handled as quickly as possible.

Apricot Concession Purchases
If you have purchased a faulty item from one of our concession locations please contact the store (or chain) where the item was purchased directly. If you are unsure of the concession, it's location or their contact number, you can find their details at either top of bottom of your purchase receipt. To find your nearest concession location now, visit our store locator (link opens in a new window).

At present Apricot customer services is unable to process faulty items purchased from one of our concession locations.



EXCHANGES [back to top]
Online Purchases (apricotonline.co.uk)
At present, we do not offer an exchange service on purchases made via our website at apricotonline.co.uk. If you wish to exchange item(s), your original item(s) will need to be returned to us in accordance to our online returns policy - detailed above, and a separate online order placed for any replacement item(s) that you require.

Standalone Apricot Store Purchases
If you have purchased an item in one of our standalone Apricot stores, you can return the item(s) to any of our standalone Apricot stores for an exchange. Please ensure that have your proof of purchase with you and that all item(s) are in their original condition*.

Apricot Concession Purchases
If you have purchased an Apricot item from one of our concession locations, you will need to contact the original store (or chain) where the item was purchased from directly to see if they offer an exchange service. If you are unsure of the concession, it's location or their contact number, you can find their details at either top of bottom of your purchase receipt. To find your nearest concession location now, visit our store locator (link opens in a new window).



CHANGES TO YOUR ONLINE ORDER [back to top]
In most circumstances it is not possible to make changes to your order once it has been placed. If you wish to add more items to your order, the quickest and simplest way to do this is to place a separate order for these additional items.

If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible, you can do this either by emailing us on [email protected] or by raising a customer service ticket within your online account which you can find here. It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated and that you receive your items at the desired location! Please ensure that you include your name, your order number, your phone number and your email address in your email or support ticket to us. These details will help ensure that your query is handled as quickly as possible.

If your order has already been despatched or delivered to you, you will need to follow our online returns policy (detailed above) in the event of receiving any unwanted or unsuitable items.



YOUR RIGHT TO CANCEL (EU CUSTOMERS) - CONSUMER CONTRACT REGULATIONS [back to top]
In addition to our returns policy, if you are a customer within the European Union, you have the right to cancel your contract with us within 21 days from the day that you receive your items from us. To exercise your right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and (where available) your phone number and email address. You can cancel by emailing us on [email protected] or by raising a customer service ticket within your online account, by clicking here.

If you decide to cancel, you should return item(s) to us (at your expense) and in their original condition* within 14 days of such cancellation taking place.

Any delivery charge paid will be included in your refund (excluding any supplementary expense arising should you specify a delivery method other than standard delivery). We will process your refund within 21 days of receipt of all (not part) of your order at the postal address below:

Apricot Online
PO Box 1046
Kelaty House
First Way
Wembley
HA9 0JD
United Kingdom


Please note:
• This is not a correspondence address, the team present will be unable to reply
• Returns cannot be dropped-off directly at this location, they must be returned via a postal service

If you wish to cancel (or are considering cancelling) an order or service you have placed with us, please be aware of the following terms that apply:

• Damaged or incorrectly supplied items: You should check all items you receive against your order. If the items you receive are damaged or incorrectly supplied upon delivery then you must note the details of any damage or error in supply on your returns sheet, alternatively if you are unable to view the items on receipt, you must inform us (by post, support ticket or email) within a reasonable period of time. You must return the items to us as soon as possible after informing us that the items are damaged or have been incorrectly supplied to you.

• Damage during the course of returning items: If you choose to return item(s) to us, we will not be held responsible for any loss or damage to them during transit and for this reason, we strongly recommend that you use a recorded delivery service when returning item(s) to us. If returned item(s) are lost or damaged in transit, we reserve the right to charge you (or to not refund any amounts attributable to) such loss or damage.

• Possible deductions: We may make a deduction from the reimbursement to you for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you causing the return period to be extended beyond a reasonable period of time.

• In the case of damaged or incorrectly supplied goods: a replacement item may be offered to you.



YOUR STATUTORY RIGHTS [back to top]
Don’t worry, nothing in our returns policy affects your statutory rights. This is not intended to be a full statement of your rights. For further information about your statutory rights, contact your local authority's Trading Standards department or consumer advice centre (such as the Citizen's Advice Bureau (link opens in a new window) if you are located within the United Kingdom).



* Original condition refers to item(s) being unworn, unwashed, with all retail and care labels attached and in a resalable condition.