Sorry to hear this! There may be a few reasons why your return QR code or label isn't working:

• QR codes are only valid for 7 days from the date you registered your return
• If you’re using an InPost locker (UK only), make sure you follow the instructions on screen and scan your QR code at the right distance from the scanner – you should also receive a back up code to input if this doesn’t work! Please note, this return option is currently unavailable for new returns as of the 5th of January. 
• If you’ve printed a label, double check your printer ink because if the label is faded or discoloured, it might not scan properly. Also make sure there’s nothing covering the label like tape / paper

UK Customers

If you selected a UK drop-off service, make sure you’re returning through the correct courier:

• EVRi ParcelShop

• ToYou (Asda)

If you’re still having trouble scanning your QR code / label, please get in touch by simply clicking the 💬 icon which can be found at the bottom left corner of the page. Make sure to have your details at the ready!

Our virtual assistant will be more than happy to assist you with your query or direct you to an agent.