How can we help you?

We are aware of an issue with some of our automatic emails not being received by customers. We are currently investigating this further.

Please be assured that customer orders are unaffected by this issue; so your order will still be progressing as expected. You just may not receive the usual emails to confirm progress.

In the meantime - if you have a login to the website; you will still be able to see your orders and track progress online when you login and check your order history.

Where is my Order?

1 - Check your estimated delivery date

You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).

Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods.

2 – My order is shipped, but I haven’t had it yet

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this-

• In your order history in My Account by clicking Track Your Order.
• In your emails we send to you confirming your order is shipped.

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:

• In your emails we send to you confirming your order is shipped.
• In your order history, in My Account by clicking Track Your Order

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.

We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.

Please use that tracking reference to keep tabs on the progress of your delivery.

Our international couriers deliver Monday to Friday.

Once you've placed your order we will send you an 'order confirmation' email, detailing what you bought, cost and delivery option.

We will also send you emails to keep you updated as your order progresses. This included letting you know when the order has been processed, shipped. The tracking information can also be found in your order history.

If a replacement has been ordered then you will only receive the 'Order Shipped' email containing the tracking details.

If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as-

• During busy periods - when a sudden high volume of products needs to be shipped.
• Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
• Bad weather – when it may be more difficult for products to be shipped around the country.

We will keep you informed by email on the progress of your order.

If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.

We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.

Our delivery partners will attempt to deliver your order three times. 

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us. 

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it. 

If you require the items, we would ask you to place a new order.

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Service as we'll be happy to help you. 

If you're not seeing the expected pricing when placing an order on the Friends and Family promotion (FF20) please check the following:

• Check if the promotion is live - This promotion is available from Tuesday 22nd October 00:01 to Monday 4th November 23:59
• Have you entered the promotion code? - When you are in checkout, you will need to enter FF20 in the 'Apply Promo Code' area and then press 'Apply'
• Is your item excluded? - Some brands are excluded from this promotion, these exclusions are covered in the promotion terms (found at the bottom of the website). 

Brand Exclusions

• Acne Studios
• Alo Yoga
• Balmain
• Bottega Veneta
• Canada Goose
• Celine
• Chanel
• Chloe
• Christian Louboutin
• Cleens
• Cole Buxton
• Dolce and Gabbana
• Fear Of God
• Fear Of God Essentials
• Fendi
• Gucci
• Hoka
• Jo Malone
• Le Labo
• Longchamp
• MAC
• MFK
• Mihara Yasuhiro
• Miu Miu
• Moncler
• Prada
• Saint Laurent
• Ugg
• Zegna

Other Exclusions

• Any other brands as determined by the Promoter in its discretion
• Staff purchases (using staff discount)
• Orders placed in conjunction with any other promotion
• Pre-orders
• Delivery charges; and
• Products advertised as being on sale and/or discontinued.
• Products within the multibuy offer promotion.
• orders placed before or after the Promotion Period

If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’. 

If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:

Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.

Please note:

If you are trying to place an order on the Friends & Family (FF20) promotion, but are not seeing the expected discount during checkout, please check the Promotion Terms at the bottom of the website to make sure your order meets the criteria for this promotion. 

Terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

We accept most well known payment methods:

The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.

If you're using a gift card or eVoucher and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.

If you're using a gift card or eVoucher and you don't spend the whole amount, the remaining balance will be stored on that gift card or eVoucher.

You can't buy gift cards or eVouchers using gift cards or eVouchers as a payment option.

You can still pay using a gift card or eVoucher when using a promotional code. 

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

If you are getting error messages when making a payment using a card, please check the following:

• The address registered on your card matches the billing address in My Account/on your order
• You are entering the card details correctly e.g the expiry date and security code from the back of your card
• Has your bank declined the payment, you will need to contact your card provider as they will have more information. 
• Try using a different card or payment method.

Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:

• The error message you are seeing
• A description of the problem
• What payment method you are trying to use
• What the products are you’re trying to purchase
• What internet browser you are using or if you are using our app
• Any other details that could be useful

Please note: If you are experiencing problems whilst using PayPal or Frasers Plus to make a payment, you will need to contact them directly.

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Yes, Gift cards and eVouchers can be used in UK branches of our stores as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.

You can use the full or part balance of your gift card. Any remaining value will be stored on the gift cards or eVouchers. You can also use your gift card or eVoucher as part payment, together with any other approved payment option.

Here are some further terms and conditions around our gift cards;

• Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards and eVouchers cannot be used to buy further gift cards.
• Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.

Yes, credit notes can be used in UK branches of our stores as well as online.

You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.

Here are some further terms and conditions around our credit notes;

• Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards and eVouchers cannot be used to buy further gift cards.
• Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.

I need to cancel my order

Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible. 

Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you. 

If your order has been shipped or starting going through our automated fulfilment process we will not be able to cancel your order. Please see our returns policy for details on how to return your order once received.

I need to change the address 

We cannot change your delivery address after you’ve placed your order. 

If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services. 

If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again. 

I need to change my order

We will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.

Also, once an order has been submitted we cannot make any changes, this includes:

• Adding or removing items
• Changing colours or sizes
• Changing the delivery options
• Applying promotional discounts

Gift Card/Store Credit Note
Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?

You can add up to 10 codes, if you wish to apply more eVouchers/Gift cards/credit notes to the same order please follow the above steps again for each code.

Pre-Paid Mastercard/3rd Party Contactless Gift Card
If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.

Please note: We are unable to add promotion codes or discounts once your order has been placed. 

eVoucher
If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:

If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.

Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.

Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.

You may be looking at a promotion price that has since expired.

For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..

Additionally, please note that some products feature different pricing per size / colour / style etc.

Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.

We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.

To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Check remaining balance’, you will then be able to see your balance.

If you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:

• The website crashing on a previous checkout attempt.
• If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.

Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Please note: Our customer service team are unable to speed this along.

If the item you received differs to what you ordered or expected:

For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code so we can better help you.

Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

If you've identified a fault with an item you ordered:

For orders placed online - please contact our Customer Service team with full details of the item and fault and we will investigate this for you.

When contacting us, please also provide clear images showing the fault so we can better help you.

Please note, all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.

For orders bought in stores - please visit the store with the product and proof of purchase so they can try to help you.

We’re sorry there’s items missing in your order.

Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing. 

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

You're order may have been cancelled due to one of the following reasons:

• The items are out stock when it comes to packing your order
• The items are not available for shipping out of the UK
• The billing address doesn't match the details your payment provider has on records.

You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared. 

Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item comes back in to stock after the sale has ended.

If your order has been cancelled, you will be refunded to your original method of payment within 2-5 working days. 

The time might depend on your banks processes. 

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

We're sorry to hear there is a problem with your item.

Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

If your item has developed a manufacturing fault within a year of purchase, please contact our Customer Service team and provide images of both the item and the fault. 

Please note: All items are inspected upon return, if we don't find a manufacturing fault and is simply due to wear and tear, we will return the item to you.

VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.

If you haven't received this email, please check your junk folder.

How do I view my previous invoices online?

If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders. 

Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date. 

Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.

Sizes vary with different brands and styles.

We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.

Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website.

Our stores also sell a wide range of stock. You can use our store locator to call in or contact the store directly and they will advise you if the item is available for store purchase.

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:

You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.

If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.

Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local Store to check their stock.

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

Please note: Customer Service will not be able to give you advice on which products you should buy. Some stores offer a Personal Shopping service. Please head back to our website and press 'Personal Shopping' which can be found on the footer of our website.

We’ve extended our usual returns timeframe to give customers peace of mind when shopping during the festive period.

For items ordered online - We are happy to offer a refund for items purchased online from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.

For items purchased in store - We are happy to offer a credit note for items purchased in store from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025. Please retain the receipt as proof of purchase.

Refunds and credit notes will only be offered in accordance with your statutory rights (which remain unaffected).

For all other terms associated with returns, please refer to our returns policy.

You can now return your online order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

When returning all or part of your order due to a change of mind, using our returns portal, you will be charged postage to return your items back to us, if your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.

If you’ve had items delivered to you from one of our brand partners, please see additional information for returning those items on our brand partner returns page.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

• 

  Securely repack your items.

• 

  Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.

• 

  You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.

• 

  Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.

RETURNS POLICY OVERVIEW

• Items must not be used, worn or washed
• Items must be in original packaging and all tags attached
• Personalised items will not be accepted unless the text is incorrect, or the item is faulty
• Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
• Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any Flannels store within 28 days of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase, such as a till receipt or bank statement.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.

Please note: Items bought in store can only be returned to stores. You will not be able to return store products via post.

No, we do not exchange items.

In the event you change your mind, you may be able to return an online item for a full refund. Please check our policies for further information.

No. Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

No.

Stores are only able to accept and process returns for items that were bought from stores.

For returning items ordered online, you would need to arrange to send them to the appropriate returns address. Please note: additional policies apply.

I'm struggling to login

We're sorry to hear you are experiencing problems with our returns portal, please see below for some suggestions that should help:

• Are you entering the correct order number - You can find your Order Number on the emails we send to you. It may look like this: EXAMP0000000123456
• Are you entering the correct email address or last 4 digits of the telephone number you used to place this order
• Check there are no spaces before or after the order number, email address or last 4 digits of the telephone number
• Is your order still within the 28 days return period? This starts from when you received your order

I can't download my returns label

• If you are using a mobile phone, please check your phone has received the latest updates
  
• If you are having difficulties opening the file, you may need to enable pop ups in your browser. If you are still unable to download your label a copy will also have been sent to your inbox
• If you haven't received your email containing the 'Order Label' please check your junk folder, the return label or QR code email will be sent from @returns.international

If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes. Please allow up to 14 days for your items to be inspected and any refunds to be issued. You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. 

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.

Please allow 7 days for the refund to appear in your bank account.

Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this: 

Please see additional information below and details on how to return those items.

Returns policy overview

• Returns will be eligible for refund only, no exchanges are available for these items
• Items must not be used, worn or washed
• Items must be in original packaging and all tags attached
• Personalised items will not be accepted unless text is incorrect, or the item is faulty
• Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
• Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned

Please note, postage will be payable. We do not offer a free returns service for unwanted items. 

View our Store Finder to find all our stores in your area.

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.

Frasers Plus is a credit product which enables you to split the cost of your order into monthly instalments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer service team. 

How to make a complaint about your Frasers Plus account?

What happens after I make a complaint?

• We take all complaints seriously and we will do everything we can to resolve them quickly.
• We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial Ombudsman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email. 

Studio Pay is a credit account used by many at Studio.co.uk and other Frasers Group brands which allows you to spread the cost of an order.

We have now added Studio Pay as a payment option during checkout when buying from us online. This means if you already have a Studio Pay account, you'll be able to use it here as a payment method when prompted during checkout. You'll just need to login with your existing Studio login details. Please note - if you need support with logging into Studio Pay, you will need to contact the Customer Service team at Studio - help.studio.co.uk

If you don't have a Studio Pay account and want to learn more about what it is and how to apply, you can find more information here - studio.co.uk/studio-pay

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register you'll need an active and valid email address.

Once you have followed the steps of setting up your account you can update your details using the 'My Account' section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please click on the Face icon in the top right hand side of the homepage and complete the steps under 'New User'. You will be asked to create a password for your account.

If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.

You can manage your account and your password in the 'My Account' section.

You can see and manage most of your details when you login.

• Head over to My Account to manage your account and password, 
• Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
• The Manage Cards section allows you to update payment details.

For our customers’ security we don’t allow change of email address. 

If you need to use an alternative email address, we’d ask you to create a new account.

You can search for items in a few different ways, to then add them to your shopping cart.

There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.

As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.

When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.

Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.

The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.

We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.

When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.

We will only charge you once the order has dispatched.

Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.

If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.

If you want to delete your online account, please contact us with your details our team will help you further.

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop-down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up. 

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. 

If you don't have an account you can set one up. This means you have all your order history and details in one place. 

If you're still having problems signing in to your account, please contact us and we'll be happy to help.

We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help: 

• Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
• Clear your cache and cookies
• Deactivate any plugins
• Check your HTTPS settings
• Clear your temporary files
• Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet. 

Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.

If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.

If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.

If the problem persists, please get in touch with our Customers Service team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

Once you login to your account online, you'll be able to change some of your details including.

• First name
• Last name
• Telephone number
• Billing address
• Request shipping addresses
• Payment details

 If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address. We will also not be able to change the address, or add/remove items.

If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Service.

The following definitions are used in these terms:

ADD TO BAG: Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Service who will be able to assist you with your order). Click 'Add to Bag'.

CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".

ACCOUNT/GUEST: Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to register for an account or to continue as a guest. 

DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.

PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.

ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation). 

ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.

A description of the main characteristics and prices of goods are on the product pages of the Website.

For Customers based in the UK and the EU: the price includes all applicable taxes.

For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see the Customs Charges and Import Duties article for further details.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of re-confirming your order at the correct price or cancelling it.

The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned, click here for more details.

Delivery options

Please review our UK delivery options.
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.

Delivery of pre-order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Cancellation period for online purchases

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)

If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms. 

For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at: 

Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RY 

Please give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

You can also use the Returns Form , but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to us or post it to the address above.

Returning items

You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. 

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.

Refunds

We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.

You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.

Returning items that have been sent out incorrectly

Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies: 

Tier 1: within 30 days of receiving the defective item, you can choose to receive either:

1. a repair; or 
2. a replacement; or
3. a full refund.

The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

1. keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
2. return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

If you think you have received a defective item, please return the items back to us including details where possible of:

• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or a repair or replacement

We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.

We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.

If you have a query about returning goods, please contact Customer Service.

Returns and exchanges for in-store purchases

For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.

If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.

The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.

Limitation of liability

1. The Seller shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of the Seller 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
2. The Seller will not be liable for the following types of loss:
   1. loss of income or revenue; or
   2. waste of management or office time.
3. Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
   1. death or personal injury caused by the Seller's negligence;
   2. fraud or fraudulent misrepresentation;
   3. any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
   4. defective products under the Consumer Protection Act 1987; or
   5. any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
4. Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Events outside our control

1. The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
   1. Strikes, lock-outs or other industrial action;
   2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
   3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
   4. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
   5. Impossibility of the use of public or private telecommunications networks; or
   6. The acts, decrees, legislation, regulations or restrictions of any government.
2. In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
3. In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.

Written communications

Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing. 

Intellectual property rights

Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Safety warning

Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.

1. The Seller reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from the Seller unless:
   1. any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
   2. the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.

Governing law and jurisdiction

1. These terms and conditions are subject to English law.
2. The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
3. Nothing in these terms and conditions is intended to affect your statutory rights.

We take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.

To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Service. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.

If you paid by credit card, you may have additional rights of redress.

Gift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.

If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Gift Cards cannot be used to buy further Gift Cards.

To help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.

The following documentation may be required to complete our due diligence checks –

Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)

Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)

Failure to comply with the verification checks will result in the order being cancelled

We reserve the right to cancel any order we do not believe to be genuine

If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.

Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:

• Deposits;
• Magazines;
• Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
• Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
• Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
• Any computer games where the seal on the wrapping has been broken; and
• Any items that have been inseparably mixed after delivery.

Refunds will only be offered in accordance with your statutory rights (which remain unaffected).

We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.

When you select a product on the Website that will be delivered to you directly by a Partner Brand (as shown in the table below), you will be notified of this ahead of your purchase.

1. When you purchase a Partner Program Product, the contract of sale is still between you and the Seller, and the Seller’s terms and conditions of sale will apply to this purchase, with the following differences: 
   1. The Partner Brand will deliver Partner Program Product(s) direct to you from their warehouse.
   2. Partner Program Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available. 
   3. Partner Program Product(s) will be sent separately from other items in your order.
   4. If you need to return a Partner Program Product, you must send this to the relevant returns address set out in the table above. Partner Program Products cannot be returned to stores. 
   5. Returns for Partner Program Products are eligible for refund only, no exchanges are available.
   6. Gift cards cannot be used as a method of payment for Partner Program Products.
   7. Promotions and discount codes do not apply to Partner Program Products.
2. In accordance with the Seller’s Privacy Policy, we will share details of your order with the Partner Brand to fulfil your order.
3. Please also note the following additional terms, which are specific to GAME Partner Program Products only:  
   1. You must be 12 or older.
   2. Certain GAME products are age restricted. Any product with a PEGI (Pan-European Games Information) rating will be clearly described as such on the product page for that item. For further information on age ratings, see the Video Standards Council Website, the PEGI website, or the Ask About Games Website. By placing order an order for the purchase of an age restricted products on this website, you confirm you are of the appropriate age to receive and view the specified certification of the title(s) so ordered. Any person ordering a product for a third party hereby certifies the intended recipient of the order is of the appropriate age to receive and view the specified certification of the title(s) so ordered. The Seller reserves the right not to supply any age-restricted product where it reasonably believed that you are below the relevant minimum age.
   3. We reserve the right in our absolute discretion to limit a specific product or products to one product per customer (which includes, but is not limited to, per postcode, per email and/or per payment method). Customers will be notified via the product display page or during check out, which product(s) these terms apply to. If we detect a breach or attempted breach of these terms, we may cancel the relevant order or orders for the limited item(s).
   4. You cannot redeem or earn GAME Reward or GAME Elite Reward points on Partner Program Products, and purchases of Partner Program Products will not appear in your GAME Reward account or your GAME Elite membership purchase history.

Please find download links for our product DOCs here.

All fur, whether sourced from the wild or from fur farms must be responsibly sourced.

If sourced from fur farms then the supplier must have a recognised EU accreditation in place that can identify:

• The farm from which the fur is sourced.
• A high standard of rearing conditions for the animals.
• A high standard of farm hygiene.
• Evidence of robust feed management and environmental management.

The accreditation should come from local and national authorities in the country of origin.

Tags evidencing the certification should be displayed on all garments containing fur.

Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.

If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.

No fur should ever be sourced from endangered or threatened species.

As of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.

The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.

Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.

The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.

So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.

Suitable for children aged 3 and over

Suitable for children aged 7 and over

Suitable for children and teens aged 12 and over

Suitable for teens aged 16 and over

Suitable for adults aged 18 and over

Content Descriptors

PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.

Violence - Game contains depictions of violence, including fantasy violence

Bad Language - Game contains language that some may find offensive

Fear - Game may be frightening or scary, particularly for younger children

Sex/Nudity - Game contains nudity and/or sexual references or behaviour

Drugs - Game refers to or depicts the use of drugs

Gambling - Games that encourage or teach gambling

Discrimination - Game contains depictions of, or material which may encourage, discrimination

Online gaming

These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity.

To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.gamesratingauthority.org.uk.

Our regular opening times are as follows:

Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pm

What is Complete Savings?

Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.

You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.

With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.

Contact details for Complete Savings:

• Visit www.completesavings.co.uk
• Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
• Email customerservice@completesavings.co.uk

Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.

What is wly*completesave.co.uk?

When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of www.completesavings.co.uk.

The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.

How do I contact Complete Savings or get more information about my membership?

• You can visit www.completesavings.co.uk. Here you can find more information about your membership.
• Call Complete Savings on 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
• Email the Customer Service team on customerservice@completesavings.co.uk
• Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.

Flannels - Privacy Policy

Privacy Policy

Frasers Group consists of different brands and legal entities and the company responsible for the processing of your personal data is dependent on the purpose for which it is collected. For each processing purpose you will be informed of the responsible company

We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal data, including encrypting your data to applicable industry standards. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

So, you only need to look in one place to find out all you need to know about how the Group collects and processes your personal data this policy covers our Website (being any website operated by The Flannels Group Limited or a Group company), our App (being any app operated by The Flannels Group Limited or a Group company), our stores and any correspondence you have with the Group in relation to our retail offering.

Any changes we make to this policy will be reflected on this page and notified to you by email, where appropriate.

Who we are?

As set out in our terms and conditions, this Website and the App are operated by The Flannels Group Limited, or a Group company, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, United Kingdom, NG20 8RY.

The Flannels Group Limited are the data controller in respect of personal data collected when you browse this Website and the App and purchase our products. If you have any queries regarding our use of your personal data or this privacy policy, you can write to Data Protection: Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email to data.protection@frasers.group.

Information we may hold about you

When you register to use our Website or App, purchase a product, register to receive our emails, apply for a job,  register for our membership or loyalty services, enter a competition or promotion run by the Group or contact us, personal data you provide, such as your name, date of birth, contact details (including social media accounts), telephone number, transaction history, log in and payment information, and gender may be collected along with proof of identity (ID).

When you browse our Website or App, whether or not you are registered, purchase a product, register to receive our marketing email, receive and open or click our emails, or make a job application , we and our partner advertising networks, advertisers and advertising affiliates (Third Party Advertisers), will collect user information such as your location, language, assumed gender, IP address, when you visited our Website or App, how you arrived on our Website or App, where you visit after our Website or App, the pages you visited, how long you spend browsing individual pages on our Website or App, any products you have viewed, purchased, or put in your basket, and the browser (where applicable) and device you used to access our Website or App.

In our premises, including our stores, we may use CCTV and Facial Recognition Technology to monitor and record images for the purposes of security, the prevention and detection of crime and health and safety, and store the images centrally.    You can find further information on the Facial Recognition Technology we use and how your personal data is handled on www.facewatch.co.uk/privacy 

In circumstances where you contact us by telephone, calls may be recorded for quality, training and security purposes. Calls may also be monitored without your consent in the following circumstances: to provide evidence of a business transaction; to prevent or detect a crime; to ensure that the Group complies with regulatory procedures; to see that quality standards or targets are being met; and to secure the effective operation of the telecom system.

How we may use your personal data

We may use your personal data in the following ways:

• to fulfil your order - we require your identification, contact and payment information to enable the relevant Group company to enter into a contract with you and are unable to do so without this information (please note that your details may need to be passed to another company within the Group and/or a third party, such as one of our couriers or one of their customs clearance agents, in order for them to supply or deliver the product that you ordered and certain products will be processed and delivered direct from some of our supplier partners either as part of our drop ship model or market place offering ("Direct Supply"). We may retain your details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds, guarantees etc and to meet any legal obligations for the retention of transactional data).
• to tell you about similar products and services, or products and services that you ask us to send you information about, by email, post, mobile, telephone and/or through other digital means (depending on your stated preferences) including social media platforms;
• to provide you with services you request from us including, the sale and/or distribution of products made available to you through Direct Supply, including the administration of your membership or loyalty services;
• to register you on the Website or App (where this involves setting you up with an account, we will use your personal data to maintain and update your account (e.g. such as a change of address or change in your marketing preferences);
• to administer our Website and App;
• to analyse, and improve, the use of our Website, App and retail offering, including how you move around our Website, App or retail stores;
• to administer any competition run by the Group. Please refer to the specific terms and conditions for each competition;
• to measure and analyse our advertising;
• to make suggestions and recommendations to you, other users of our Website and App, and users of the services of our Third Party Advertisers about products or services that may interest you or them;
• to keep in touch with you regarding your marketing preferences;
• to keep our Website, App and network safe and secure;
• to process payments, and detect and prevent fraudulent transactions and/or any other criminal activity (we may pass your details to a third party to carry out these functions); and
• to assess and process your job application 
• we will receive your personal data from other companies/legal entities or provide it to other companies if we merge with or acquire another business to link the account you hold with us to the account you have with the other brand and to share information about your purchases.
• where necessary when merging with or acquiring another business or re-organising our business, in which case some of your information may be shared with a prospective buyer or otherwise but only so far as is strictly necessary for the purposes of such sale or administration. 
• to seek your feedback or undertake customer research to improve our products and services

We can only use your personal data if we have a proper reason for doing so, e.g.:

• to comply with our legal and regulatory obligations;
• for the performance of our contract with you or to take steps at your request before entering into a contract;
• for our legitimate interests or those of a third party; or
• where you have given consent.

A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests, such as to provide appropriate marketing and to maintain our services. 

How long we keep your information

We will not keep your personal data for any purpose(s) for longer than is necessary and we will only retain the relevant personal data that is necessary in relation to the purpose.

We will retain the personal data you provided on registering an account on our Website or App so long as that account remains in existence.

In the case of any contact you may have with our customer services department, we will retain those details for as long as is necessary to resolve your query and for a short period after the query is closed.

On making a purchase through our Website or App, we will retain certain limited personal data such as your name, email address and postal address until you ask us to update or delete those details for the purpose of reporting new and existing users to our affiliate advertisers. We retain transaction information for longer if you hold a Recognition Loyalty Programme Account or if required by law.  We will retain data regarding your website browsing history for a similar period.

If we are legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also retain some of your personal data for a limited period of time, even after you have closed your account.

We retain CCTV recordings centrally for up to 30 days, and for a longer period if they are relevant to an incident, complaint, investigation or legal proceedings. You can find information on the retention of any data collected via the Facial Recognition Technology we use on www.facewatch.co.uk/privacy 

We will retain information relating to any job application for as long as it takes to process your application and, if it is unsuccessful, for an additional period of around 6 months. If your application is successful, your information will be retained in accordance with our staff privacy policy.

We will retain your information for a short time beyond the specified retention period, to allow for information to be reviewed and any deletion to take place.

How we might share your personal data

We may share your personal data with other companies in the Group which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your personal data in connection with any merger, acquisition, insolvency situation or otherwise, in which case we will only disclose your information so far as is necessary.

We may also share your personal data with carefully selected third parties who assist us in providing you with products, advertisements and services. This will include the following types of third party:

• Our professional advisers, including, without limitation, our insurers;
• Our suppliers, business partners and sub-contractors;
• Our Third Party Advertisers;
• Our Direct Supply partners, who will provide certain products/services directly to you and will require your personal data to process and deliver your order (including warehousing, order packing, delivery, returns and general administration);
• Our Direct Supply middleware providers, who operate the platform through which the order you place on this Website is shared with the relevant Direct Supply partner; and,
• Search engine and web analytics providers.

We only allow our service providers to handle your personal data if we are satisfied they take appropriate measures to protect your personal data. We also impose contractual obligations on service providers relating to ensure they can only use your personal data to provide services to us and to you. In the event that we were to sell our business or assets, we may disclose your personal data to any prospective/actual purchaser and/or their advisers. We may also disclose your personal data where we are subject to a legal obligation to do so, in connection with the prevention or detection of crime, for the purpose of establishing, exercising or defending our legal rights, or where we consider that we receive a valid request for disclosure. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

You should be aware that if we are requested by law enforcement agencies such as the Police, or any other regulatory or government authority investigating suspected illegal activities we may disclose and exchange your personal data or any other information we obtain about you.

Our Website and App may, from time to time, contain links to and from the websites of third parties or utilise a piece of software or a service which requires your personal data to be shared with a third party. Please note that these third-party websites/providers have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Where we store your personal data

The personal data that we collect from you may be transferred to and stored outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers, third party providers, including, Direct Supply partners and middleware providers. Where we do so, the third country's data protection laws will have been approved as adequate by the European Commission, or other applicable safeguards are in place.

Your rights

Under the [UK]  GDPR, you have the following rights which, in most cases, you can exercise free of charge:

If you would like to exercise any of these rights, please write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email data.protection@frasers.group. 

If we choose not to action your request, we will explain the reasons for our refusal.

To maintain the security of our customers' personal details, we may need to request proof of identity before we disclose personal data to you in response to any of the above requests.

How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

• Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from us.
• If you have an account, log in into your account, visit the ‘My Account’ area and change your preferences.
• In our apps, you can manage your preferences and opt out from one or all of the different push notifications by selecting or deselecting the relevant options in the ‘Settings’ section.
• Write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email data.protection@frasers.group

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

How to complain

We hope that the Data Protection team can resolve any query or concern you may raise about our use of your personal data.

However, if you feel that your personal data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or any other competent supervisory   authority in the country of residence.

You can contact the ICO by calling 0303 123 1113 or go online to www.ico.org.uk/concerns (opens in a new window; please note we can't be responsible for the content of external websites)

Cookie Policy

This policy explains what cookies are, how we use them and how you can switch them off.

What are Cookies and other tracking technologies?

Cookies are small files which are stored on your internet browsing device (e.g computer, tablet or phone) when you visit one of our websites, use our app, receive and open or click into our emails or see one of our adverts elsewhere on the internet. Cookies don't store personal details such as your credit card details, your name or your date of birth. They play an important role in helping us to enhance the usability and performance of our websites and your experience using them. Some cookies are also essential to enable you to move around our website and use its features. Other tracking technologies, like web beacons, clear GIFs, page tags and web bugs, are used to understand how people are using our services and to target advertising.

As well as the cookies we use on our website, we use cookies and similar technologies in our emails. These help us to understand whether you’ve opened an email and how you’ve interacted with it. If you don't want to accept cookies in emails, you can set your browser to restrict or reject cookies, or you can close the email before downloading any images or clicking on any links.

When you first use our Website, we will ask you to consent to our use of cookies and give you information about them. If you continue to browse our website and don't take steps to change your preferences, you are consenting to our use of cookies.

What types of Cookies do we use?

Our Website uses session cookies and persistent cookies. Session cookies operate from the moment you enter the website until the moment you leave. Once you log off, session cookies are deleted. Persistent cookies will not be deleted after each session.

Strictly necessary cookies are essential to our website. If these are disabled, your experience on our website may be interrupted and you may not be able to use a shopping basket or make payment. Performance cookies collect anonymous data about visitors. We use the data to improve your future experience and identify issues that our users may be experiencing.

Functionality cookies customise the look and appearance of our Website. For example, a functionality cookie will remember your username and language preferences next time you visit.

Targeting or advertising cookies deliver advertisements which are tailored to your web activity. A targeting cookie tracks what you click on whilst on our website and may share details of what you click on with other organisations (such as advertisers). 

These cookies can also help us to measure the effectiveness of an advertising campaign.

Third party cookies may be used on our website by approved organisations to provide services on our website.

A list of all the cookies that we, our advertising network and technology partners use can be found in our cookie list details below.

How we use Cookies and other tracking technologies

We use a combination of our own cookies, third party cookies and other tracking technologies to enhance your browsing experience and to enable our website and app to function efficiently. We use cookies to:

• enable you to set up an account, place orders and make payments
• remember items you place into your shopping basket
• remember items you have been looking at so that you can quickly and easily go back to an item you looked at previously
• enhance and personalise your shopping experience

The default setting on your web browser is to prohibit cookies, but you may have changed this during the installation process. You can also choose which cookies the Group places on your computer when you access our website and can manage this in our preference centre. Further information on cookies, including instructions on how to amend your browser settings to turn off cookies, is available widely online. However, if you disable or delete certain cookies you may not be able to shop or access important parts of our website.

Cookie List: