Where is my refund?

You should receive your refund within 14 days of us receiving the returned item.

It can take up to 7 days for the item to reach our returns centre, up to 2 days for us to check and process the return, and up to 5 days for the refund to reach your account or in line with your card provider’s policies.

Refunds are made to the original payment methods. Orders paid with Avios and cash will be refunded in the same way, and you should allow 21 days for Avios to be credited back to your account. We cannot offer a cash refund instead of Avios.

If you haven’t received your refund within 14 working days of sending it, please contact us.

Please contact us via our Live Chat services which are open from 9am-5pm Monday to Friday. This EXCLUDES Bank Holidays. You can access our chat by clicking on the chat icon in the bottom right of our help centre pages.

You can also contact us via shopsupport@avios.com

We will respond to all queries within 1 working day.

View our full Terms & Conditions.