If you are having trouble submitting a return through the return submission page, this guide explains what to check and how to return your item using an alternative method.
Issue description
Customers may be unable to complete a return because the return submission page is not loading, showing an error, or not accepting return details. When this happens, you will have to clear the cache and cookies.
Signs
- The return submission page will not open.
- An error message appears when you try to submit a return.
- The form does not accept your order information or return reason.
- The page freezes, times out, or does not complete the return request.
Basic troubleshooting steps
- Refresh the page and try again.
- Clear your browser cache and cookies.
- Try a different browser or device.
- Confirm that you are entering the correct order number, email address, and item details.
- Disable browser extensions or pop-up blockers that may interfere with the page.
Advanced troubleshooting steps
If the return submission page is still not working, contact customer support: https://www.ghost.co.uk/contact. Include your order details and explain that the return submission page is not working. A support agent can help you complete the return manually.