We are aware some customers are not receiving the usual emails confirming the progress of their order. Our teams are currently investigating this.

Please be assured this issue doesn't affect the actual order - it is just the email notifications which are experiencing this problem. So if you're wondering why you haven't received an email yet - please don't worry, the order will be processing as expected. 

If you have a login to the website; you will be able to see confirmation of your order in your order history.

In January 2024 we upgraded our website.  This means there are some changes to what you can see in My Account.

Orders placed from the 22nd January will be shown in your Order History where you will see what was ordered, and the you will also be able to track each parcel.

For orders placed prior to the 22nd January, as these were processed on our old website those orders will not appear in My Account. For those orders, we will continue to keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the carrier. 

For most orders, you'll be able to track the status of each parcel.

We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the carrier. You'll also be able to check your orders online in your order history.

Our main delivery partner, Evri, allows you to save your delivery preferences from within the Evri app. This includes choosing your preferred safe place location, adding some notes and you can even provide a picture to help point the delivery driver in the right direction. To take advantage of this feature-

1. Download the Evri app from your preferred app store
2. Within the app press 'more', then 'my places'
3. Find your address, and follow the instructions in the app to save your preferences

Please note that some large or premium products, may arrive via a specialist carrier. These instances are highlighted next to the relevant items on the item details page online.

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.

If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.

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

We, or one of our suppliers, has let Evri know to expect your parcel.

Usually you would only see the 'we're expecting it' message for a short period of time, but there may be occasions where it takes a few days before progressing further.

If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. Your estimated delivery date will be shown on your emails for this order.

Otherwise, if your order is taking longer than you've been advised and your order has not progressed please get in touch with our Customer Service team so we can help you further.

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'll usually be able track the progress of your return, if you have tracking details from the carrier.

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.

In most cases, yes. Your preferred delivery address: 

• needs to be a registered UK property.
• needs to be provided during the checkout process

You will not be able to nominate an alternative delivery address after you place your order.

If you'd like your order to be delivered to a UK business address, please bear in mind that the delivery company will need easy access to the premises and a safe location to park the delivery vehicle. There must also be someone available to accept the goods upon delivery. To avoid disappointment, we would recommend you only choose a delivery address that is accessible 7 days a week, between 8am to 8pm.

Please note - If you're a new Studio Pay customer, who hasn't received & paid for your first orders, for security reasons your first deliveries must go to the billing address.

We're 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 and we'll be happy to help you.

Sorry, but we are unable to deliver outside of the UK.

We allow deliveries within the UK, including Northern Ireland.

Please note, we are no longer able to deliver to British Forces Post Office (BFPO) locations.

For further information on deliveries, including details regarding remote areas of the UK, please check our Deliveries page.

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.

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 an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.

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

Please note If you you don't have a Studio Pay account and 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 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. 

Some of our offer codes require you to be logged in to your account online to receive the discount. Please make sure you've logged in using the email address which you received your offer.

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:

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:

Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express (AMEX).

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 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 Studio Pay or Frasers Plus to make a payment, you will need to contact them directly.

I need to cancel my order

Once you've placed your order, it immediately begins processing through the system 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 so we can check this further for you.

If your order has already been shipped or started going through our automated fulfilment process, we will not be able to cancel it for you. Please refer to 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 once your order is placed. If you're concerned about being unavailable, some delivery partners may leave your parcel with a neighbour or in a safe location. Use the ‘Click to track order’ button in your ‘Order shipped’ email to check if these options are available.

If you can no longer access the address you chose, please contact Customer Service and we will ask our delivery partner to return your order back to us for a full refund. Please note, if this is possible, it can take up to 14 days. If you still want your order, you will need to place it again as we can only ship to the address entered at checkout.

I need to change my order

Once an order has been submitted, we cannot make any changes to it, this includes:

• Adding or removing items
• Changing colours or sizes
• Changing the delivery options
• Applying promotional discounts
• Changing the email address entered for this order

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 2-3 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, you can.

We don't offer a 'guest checkout', so keep in mind when you first order from us you'll need to let us know some of your details so we can create an online profile & account for you. This just means you'll be able login to keep an eye on your orders, plus it'll make it easier for you to place any future orders.

The checkout journey will also ask you how you'd prefer to pay for your order. This is where you can choose to set up a Studio Pay credit account, or to pay during checkout.

If you choose to pay during checkout and realise at a later date that you'd prefer to have a credit account instead, you'll be able to pick this option next time you place an order.

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.

Ordering online is easy. You just need to add the items you want to your shopping basket / bag to get started.

To find the items you're looking for you can either: -

• browse using the product categories or
• type what you are looking for in the search box
• You can also use the filters if you want to narrow the items down to a particular brand, colour etc.

Once you're ready to place the order head to your basket / bag and pick the checkout option. From there you'll just need to follow the instructions to let us know where you want the order to go and how you'd prefer to pay for it.

We'll keep you updated throughout so you know when to expect your order.

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.

When placing an order on your Studio Pay account, the Studio Pay service requires you to have a valid phone number on your account.

If you're seeing an error during checkout asking for you to provide a mobile phone number please- 

• Login to My Account
• Within My Account login to the Studio Pay area
• From the My Account Menu please select 'Change my Personal Details'
• Provide your mobile phone number and save your changes.

If you experience any further issues ordering to your Studio Pay account, or managing your Studio Pay account please contact the Studio Pay team for support - How can I contact Studio Pay? ( https://help.studio.co.uk/en/support/solutions/articles/80001078429 )

We don't directly offer these services, but sometimes they are available via third party companies such as Unidays or Blue Light. We would recommend you search for us directly on those platforms for further clarity and support as these codes are managed externally, and their terms and conditions can be found on the respective discount provider’s website.

For any issues related to third-party discount codes, we recommend reaching out directly to the discount provider for further support. To ensure you have the most accurate information, we also suggest searching for our offers directly on these platforms.

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

• 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 by customers outside of the United Kingdom.
• 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. Our customer service team are unable to speed this along.

Please note: If you have a Love2Shop flexecash gift card, you can buy Sports Direct eVouchers using your Love2Shop Flexecash Gift Card, via the Love2shop Manage My Account page ( www.love2shop.co.uk/login ).

We're aware some customers are experiencing payment issues when trying to arrange a return.

This is a known issue, please be assured our technical teams are working on fixing this as soon as we can. Sorry for any inconvenience, if you encounter this issue we would recommend you try again after waiting a day.

If however, you don't have much time left to arrange your return, you can make your own return arrangements using your preferred postal service. To do so-

1. Please package up your parcel securely, ensuring the item is suitable to ship, with original packaging and labels intact.

2. Inside the parcel, please enclose a letter so the returns team can identify you and your order. On the letter, we need you to include your Order Number, Post Code and Reason for return.

3. Choose your preferred parcel service, and make arrangements for the parcel to be sent to the following address-

Frasers Group
Customer Returns
Unit D,
Brook Park East,
Shirebrook
NG20 8RY

For peace of mind, we would also encourage you to use a tracked postal service and to keep your proof of return in case you need it later.

IMPORTANT: Returns are inspected when received back, please check our returns policy online if you're unsure. 

We're aware some customers are experiencing issues with their orders not yet showing on our returns portal. The error may look similar to this after entering your details:

The problem is related to email address and phone numbers. Please be assured our technical teams are working on fixing this issue. If you're seeing the above error - please instead try to enter your Order Number and Post Code to view your order.

If the problem persists, we recommend you make alternative arrangements using your preferred postal service. To do so-

1. Please package up your parcel securely, ensuring the item is suitable to ship, with original packaging and labels intact.
2. Inside the parcel, please enclose a letter so the returns team can identify you and your order. On the letter, we need you to include your Order Number, Post Code and Reason for return.
3. Choose your preferred parcel service, and make arrangements for the parcel to be sent to the following address-

FRASERS GROUP
Customer Returns
Unit D,
Brook Park East,
Shirebrook
NG20 8RY

For peace of mind, we would also encourage you to use a tracked postal service and to keep your proof of return in case you need it later.

IMPORTANT: Returns are inspected when received back, please check our returns policy online if you're unsure.

Where can I find my order number? You can find this on the emails we send to you, or from your order history when you are logged in to the website.

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.

If the item you received differs to what you ordered or expected, 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.

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.

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 come backs 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 3-5 days. 

The time might depend on your banks processes. 

If you've identified a fault with an item you ordered, 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.

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.

What is applicable?
Fridges
Freezers
Fridge Freezers
Wine Coolers
Washing Machines
Washer Dryers
Dishwashers
TVs
Monitors

Why are energy ratings changing?

Prior to 2021 the products would have been rated between A for high efficiency, and an F for low efficiency. However, the rating system became complicated as more efficient models were introduced and rated A, A and A.

From March 2021, all new products brought to the market will now be rated using a simple A to G ranking system instead. All new products will show the relevant energy label on the website that will show what rating the product has been given. The label will also show a handy QR code that when scanned with a smartphone will give more additional product information (AKA product fiche). Product information sheets are also available on request, feel free to get in touch for more information.

Why do some products have two labels one for UK and one for EU?

This is simply because we (Studio or Ace) can sell this product in both the Mainland UK and Northern Ireland. For products that are not available for dispatch in Northern Ireland, they will only need to have the UK label shown.

The information on the labels is the same, the only difference being the flag logo in the top left-hand corner.

Why are some products still showing as A, A and A energy labels online?

There'll be some time where brands are still changing things over. Because of that, retailers can sell products that follow the old ratings until 1st December 2021.

Please note, some products that were manufactured before March 2021 are still in the transition period and energy labels and Product Information Sheets (Product Fiche) may not be available for these.

For further information or queries regarding Energy Labels or Product Information Sheets, please customer us.

What do the new labels mean?

QR Code When scanned with a smartphone camera, it will take you to a link that shows the Product Information Sheet. Rating scale from A-G with A being the most efficient. Rating for this product based on the new energy rating scale. Energy usage of the product Product specific information including capacities, noise levels etc relevant to the product.

BELDRAY REVO CORDLESS VACUUMS

SALTER HAND VACUUM CORDLESS

Studio item numbers: 

24579254             Beldray Revo Cordless Handheld Vacuum
24994960             Beldray Revo Digital Cordless HH Vacuum
25175181             Beldray Revo Pet Cordless Hand Vac

PROBLEM:

SAFETY ISSUE WITH BS DC ADAPTER
(UK & IRELAND ONLY)

FAULTY BS DC ADAPTER (UK & IRELAND ONLY)

We have become aware of a manufacturing defect with a small number of DC adapters supplied with the Beldray Revo Cordless Vacuum, Beldray Revo Cordless pet plus vacuum, Beldray Revo digital vacuum and the Salter Hand vacuum cordless – product images below.

The defect may cause the back of the adapter to come off. The defect affects all UK & Ireland adapters supplied since January 2020. BS, 3 – pin, DC adapter model number – TYBSDC1400500 

WHAT SHOULD YOU DO
If you have bought one of these products, stop using it immediately.

For a replacement DC adapter please submit your details on the “Product Recall Enquiries” form and our customer service team will issue a replacement charger as soon as available.

If you require any further assistance relating to the product recall, please contact our Customer Service Team. 

• productsupport@upplc.com
• www.salter.com or www.beldray.com
• 08081698571

We apologise for the inconvenience caused.

Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.

Our Customer Service team will not know if an item is coming back in stock.

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.

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.

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.

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 27th October 2025, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 4th January 2026.

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 have 28 days to return your item	You pay from £4.99 per return	Once returned, allow 14 days to be refunded

Returning an item shipped by a Brand Partner?  Please visit our Brand Partner Returns article as different instructions for return may be required. Items shipped by a Brand Partner will look like this on your emails:

https://studio.returns.international/pro 

How to return an online order

1	Securely repack your items so they are safe for shipping. Items must have not been used, worn, or washed & must be in a resalable condition, in their original packaging with all tags attached.
2	Press the 'START A RETURN' button & login to the returns portal with your order number and email address.
3	Follow the steps on the returns portal to schedule your return and generate your returns label. This will also provide instructions on what to do next.
4	Return your parcel & allow 14 days for your return to be processed. We'll automatically keep you updated via email.

Other important information related to returns

• If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.
  
  
• For items that do not fit, or other 'change of mind' scenarios, you will need to cover the return cost. Our Customer Service team will not be able to offer a free return service for you.
  
  
• Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option.
  
  
• Returns are processed on a per-order basis, so if you are trying to return multiple orders, please return them separately to avoid issues or delays with processing.
  
  
• All returns are inspected upon receipt. Our team can reject and return a product if it is identified that the product has been abused.
  
  
• 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 with 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. 

You have 28 days to return your item	You will need to pay for the returns postage	Once returned, allow 14 days to be refunded

Items shipped by a Brand Partner will look like this on your emails:

What is a Brand Partner?

Some items sold on our website are shipped directly from one of our Brand Partners. In case of returns, it's important you send Brand Partner items to the correct address, so that they can be checked and refunded for you.

How to return a Brand Partner order

1	Identify the name of the Brand Partner by checking your emails to identify who shipped that item (if it doesn’t name a brand partner alongside the product, it was likely shipped directly from us)
2	Find your specific Brand Partner from the search tool below. This will give you an overview of how returns work, for that supplier.
3	Follow the instructions to arrange your return where this is possible.

Other important information related to returns 

• If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.
  
  
• For items that do not fit, or other 'change of mind' scenarios, you will need to cover the return cost. Our Customer Service team will not be able to offer a free return service for you.
  
  
• Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option.
  
  
• Returns are processed on a per-order basis, so if you are trying to return multiple orders, please return them separately to avoid issues or delays with processing.
  
  
• All returns are inspected upon receipt. Our team can reject and return a product if it is identified that the product has been abused.
  
  
• 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 with 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. 

[
    {
        "id": "supid04",
        "name": "Agent Provocateur",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, returns of underwear items will not be accepted unless the item is defective",
        "returnsAddress": "Agent Provocateur Returns, C/O Amethyst Group, Lodge Road, Staplehurst, Kent TN12 0QN"
    },
    {
        "id": "supid05",
        "name": "Alan Symonds And Company",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Alan Symonds & Company Limited, Westminster House, Bakewell Road, Orton Southgate, Peterborough PE2 6WA"
    },
    {
        "id": "supid07",
        "name": "A-Mir And Co",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Amir, Amir house, Taylors Lane, Oldbury B69 2BN"
    },
    {
        "id": "supid08",
        "name": "Arora Design",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire DG13 0EB"
    },
    {
        "id": "supid09",
        "name": "Aspire Furniture",
        "returnsInstructions": "Please contact our Customer Service team for further assistance.",
        "importantInfo": "For hygiene reasons, we are unable to accept returns on opened mattresses."
    },
    {
        "id": "supid10",
        "name": "Aye Do",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "13 Murieston Green, Murieston, Livingston EH54 9EQ"
    },
    {
        "id": "supid11",
        "name": "Babymore",
        "returnsInstructions": "Please contact our Customer Service team for further assistance.",
        "importantInfo": "For hygiene reasons, we are unable to accept returns on opened mattresses."
    },
    {
        "id": "supid12",
        "name": "Baker & Taylor",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Baker & Taylor UK Ltd, Unit 13 Empire Road, Bicester OX26 2FL"
    },
    {
        "id": "supid13",
        "name": "Beam Feature",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Studio Returns, Beamfeature Distribution, Lidice Road, Goole DN14 6XL"
    },
    {
        "id": "supid14",
        "name": "Benross Marketing",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Benross Marketing Ltd 22 Goodlass Road, Liverpool L24 9HJ "
    },
    {
        "id": "supid15",
        "name": "Bio-Synergy",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Bio-Synergy Ltd, 469 Finchley Road, London NW3 6HS"
    },
    {
        "id": "supid16",
        "name": "Birlea Furniture",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid17",
        "name": "Bluestem Group",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "38 Bluestem Road, Ransomes Industrial Estate, Ipswich IP3 9RR"
    },
    {
        "id": "supid18",
        "name": "Boxer",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Boxer Gifts, Swinnow Lane, Leeds LS13 4BS"
    },
    {
        "id": "supid19",
        "name": "Brakeburn",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole BH15 3SS"
    },
    {
        "id": "supid20",
        "name": "Bunty Pet Products",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 1 St Mary's Industrial Park, Talbot Road, Newton, Hyde SK14 4HN"
    },
    {
        "id": "supid21",
        "name": "Carte Blanche Greetings",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Carte Blanche Greetings Ltd, Unit 3, Chichester Business Park, Tangmere, Chichester, West Sussex PO20 2FT"
    },
    {
        "id": "supid22",
        "name": "Cascade Holdings",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Cascade Holdings Ltd, Gorse Mill, Gorse Street, Chadderton, Oldham OL9 9RJ"
    },
    {
        "id": "supid23",
        "name": "Character World",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid24",
        "name": "Charles Bentley",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough LE11 1QJ"
    },
    {
        "id": "supid25",
        "name": "Chicken Cyclekit / Go Cycle Shop",
        "returnsInstructions": ". Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid26",
        "name": "Clair De Lune",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, we cannot accept returns for Mattresses, Stands and High Chairs.",
        "returnsAddress": "Clair de Lune, Shentonfield Road, Sharston Ind Est, Manchester M22 4RW"
    },
    {
        "id": "supid27",
        "name": "Comfy Living",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid28",
        "name": "Comfy Quilts",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, we cannot accept returns of items that have been used.",
        "returnsAddress": "Comfy Quilts, Hanson Point, Hanson Close, Middleton, Manchester M24 2HD "
    },
    {
        "id": "supid29",
        "name": "Crafters Companion",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Crafters Companion. St Cuthbert Way, Aycliffe Business Park, Newton Aycliffe DL5 6XW"
    },
    {
        "id": "supid30",
        "name": "Craghhoppers",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit B, Brook Park East, Shirebrook NG20 8RY"
    },
    {
        "id": "supid31",
        "name": "Create Your World",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland, Co Durham DL13 3BF"
    },
    {
        "id": "supid32",
        "name": "Cube / Oneway Bikes",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Cube Store, Dobbies Garden Centre, Bath Rd, Gloucester GL10 3DP"
    },
    {
        "id": "supid33",
        "name": "Dezac",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "The Dezac Group Ltd , Returns Department , Longhope Business Park , Monmouth Road, Longhope GL17 0QG,"
    },
    {
        "id": "supid34",
        "name": "Digitek Trading",
        "returnsInstructions": "Please contact our Customer Service team for further assistance.",
        "returnsAddress": "Digitek Trading Ltd, (S001 Returns), Unit 3 Rinus Business Park, Darwen, Lancashire BB3 2QX"
    },
    {
        "id": "supid35",
        "name": "Dimension 6 Fitness",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Items must be returned in original packaging and with tags attached.",
        "returnsAddress": "Nike Strength- PDS Direct, Halfords Lane units 1-7, West Midlands, B71 4LF"
    },
    {
        "id": "supid36",
        "name": "Downland Bedding Co",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool L3 6ER"
    },
    {
        "id": "supid37",
        "name": "Dreams N Drapes",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "JRS Online Returns, Unit 1-2 Cleggs Lane, Industrial Site, Ravenscraig Road, Little Hulton, Manchester M38 9PU"
    },
    {
        "id": "supid38",
        "name": "DT Global / Scent International",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 6, Dallas Court, Salford M50 2GF"
    },
    {
        "id": "supid39",
        "name": "Endura",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Endura Returns Department, Unit 2, Walker Industrial Estate, Walker Road, Guide, Blackburn BB1 2QE"
    },
    {
        "id": "supid40",
        "name": "Epe International",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid41",
        "name": "Eskuta",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 5 Bermuda Innovation Centre, st Davids Way, Nuneaton CV107SD"
    },
    {
        "id": "supid42",
        "name": "Esselle Retail",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury BL9 9UE"
    },
    {
        "id": "supid43",
        "name": "European Merchandising Serv. UK",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "ATL Fulfilment - Unit 7a Moorlandgate Business Park, Cowling Road Chorley, Lancashire PR6 9FE"
    },
    {
        "id": "supid44",
        "name": "Eurosonic",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "ESG, Sambro (Goods Out Bay 5) Dumers Ln, Bury BL9 9UE"
    },
    {
        "id": "supid46",
        "name": "Extra UK",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough NN8 6XF"
    },
    {
        "id": "supid47",
        "name": "Firelog",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Returns Dept at Studio, Willowtree Marina, West Quay Drive, Hayes, Middlesex UB4 9TA"
    },
    {
        "id": "supid48",
        "name": "Fit @ Home",
        "returnsInstructions": "Please contact our Customer Service for further assistance."
    },
    {
        "id": "supid49",
        "name": "Fizz Creations",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Fizz Creations, 6 Commerce Way, Lancing BN15 8TA"
    },
    {
        "id": "supid50",
        "name": "Gablemere",
        "returnsInstructions": "Please contact our Customer Service for further assistance."
    },
    {
        "id": "supid51",
        "name": "Gardeco",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster DY11 7QL"
    },
    {
        "id": "supid52",
        "name": "Gardiner Bro's",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Gardiner Bros & Co Unit 4, St Modwen Park, Quedgeley, Gloucester GL10 3EZ"
    },
    {
        "id": "supid53",
        "name": "Gem Order",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham B75 7BU"
    },
    {
        "id": "supid54",
        "name": "Get The Label",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Returns department, Get The Label, 22 Leacroft Road, Birchwood, Warrington WA3 6PJ"
    },
    {
        "id": "supid55",
        "name": "GFW ",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid56",
        "name": "Gift Republic",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 1-5 Macrome Road, Wolverhampton WV6 9HG"
    },
    {
        "id": "supid57",
        "name": "Gordon John Textiles",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "GJT Ltd, Springwell Mill, Church Street, Heckmondwike WF16 0LF"
    },
    {
        "id": "supid58",
        "name": "G and B Home Living Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire BB12 7NG"
    },
    {
        "id": "supid59",
        "name": "Grange Communications",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Grange Communications, 22 Great king Street, Edinburgh EH36QH"
    },
    {
        "id": "supid60",
        "name": "Gulcon",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Gul Watersports Ltd, Unit 5, Butterfly Avenue, Dartford, Kent DA1 1JG"
    },
    {
        "id": "supid61",
        "name": "Gym Kit UK",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Gymkit UK, Unit 1, 130 Station Road, Whittlesey PE7 2EY"
    },
    {
        "id": "supid63",
        "name": "Half Moon Bay",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Half Moon Bay Ltd, Unit 9 Hercules way, Bower hill Industrial Estate, Melksham SN12 6TS"
    },
    {
        "id": "supid64",
        "name": "High Street TV Group",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "HSTV Returns Advanced Supply Chain, 6 Cowley Way, Chapeltown, Sheffield S35 1QP"
    },
    {
        "id": "supid66",
        "name": "Hy-Pro",
        "returnsInstructions": "Please contact our Customer Service team for further assistance"
    },
    {
        "id": "supid67",
        "name": "Ickle Bubba",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Ickle Bubba, Atlantic House, Swansea SA7 9FJ. "
    },
    {
        "id": "supid68",
        "name": "IGSM ",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "1 Dewar Court, Astmoor, Runcorn WA71PT"
    },
    {
        "id": "supid69",
        "name": "In The Style",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Heywood, Charles House, Pilworth Road, Heywood OL10 2TA"
    },
    {
        "id": "supid70",
        "name": "International Bullion and Metal Brokers",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, pierced jewellery cannot be returned, unless faulty or damaged. Personalised items cannot be returned for reasons relating to the bespoke nature of the goods.",
        "returnsAddress": "PO Box 64378, London, EC1P 1NE"
    },
    {
        "id": "supid72",
        "name": "J And R Sports",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "SDMP Customer Service, C/O J & R Sports Limited, Unit 4 Vesty business park, Vesty Road, Aintree, Merseyside L30 1NY"
    },
    {
        "id": "supid73",
        "name": "John Cotton Group",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Perishable items cannot be returned. John Cotton will only accept returns for items in the original packaging that are unopened due to hygiene reasons.For products that have nott been welded closed, there is a hygiene sticker meaning once broken, the product ineligible for return, unless faulty.For packaging that has been welded closed, once this has been opened the same policy applies.",
        "returnsAddress": "John Cotton Group Limited, Low Mill Lane, Ravensthorpe WF13 3LX"
    },
    {
        "id": "supid74",
        "name": "Jon Richard",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, pierced jewellery cannot be returned. All hair items have a tamper label, if this removed, the goods cannot be returned.",
        "returnsAddress": "Jon Richard, Tilson Road, Manchester M23 9GF"
    },
    {
        "id": "supid75",
        "name": "JS International",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "JS International Ltd, Unit B 3 Regal Way, Watford WD24 4YJ"
    },
    {
        "id": "supid76",
        "name": "JVL",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "JVL - Goods In, Orchard Business Park, Mytholmroyd HX7 5HZ "
    },
    {
        "id": "supid77",
        "name": "Kandy Toys",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "KandyToys (Returns), Hill Barton Business Park, Sidmouth Road, Exeter, Devon EX51DR"
    },
    {
        "id": "supid78",
        "name": "Kidderminster Footwear ",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid79",
        "name": "Kipfold",
        "returnsInstructions": "Please contact our Customer Service team for further assistance. "
    },
    {
        "id": "supid80",
        "name": "Lakeland Fabrics",
        "returnsInstructions": "Please contact our Customer Service team for further assistance. "
    },
    {
        "id": "supid81",
        "name": "Lassic",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Returns Department, Lassic Ltd, Dawson Lane, Bradford BD4 6HN"
    },
    {
        "id": "supid82",
        "name": "Leeds Plywood And Doors",
        "returnsInstructions": "Please contact our Customer Service team for further assistance.",
        "returnsAddress": "Leeds Plywood And Doors LTD Midland Road, Leeds LS10 2RJ"
    },
    {
        "id": "supid83",
        "name": "Levitex",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Greenheys, Pencroft Way, Manchester M15 6JJ"
    },
    {
        "id": "supid84",
        "name": "Lifetime Brands",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid85",
        "name": "Living And Home",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Raven Mill, Raven Ave, Chadderton, Oldham OL9 8PW"
    },
    {
        "id": "supid86",
        "name": "Luceco",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Luceco UK Ltd, Stafford Park 1, Telford, Shropshire TF3 3BD"
    },
    {
        "id": "supid88",
        "name": "Mashco",
        "returnsInstructions": "Please contact our Customer Service team for further assistance.",
        "importantInfo": "Any toiletries/consumables and spare parts are not returnable."
    },
    {
        "id": "supid89",
        "name": "Melrose Textile Co",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid90",
        "name": "Merloni Domestic Appliances / Whirlpool / European Appliances",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid91",
        "name": "Meroncourt Europe",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire SG15 6SG"
    },
    {
        "id": "supid92",
        "name": "Meyer",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral CH62 3RH"
    },
    {
        "id": "supid93",
        "name": "Modrec International Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Modrec International Ltd, Gateway 2, Wesley Way, Benton Square Industrial Estate, Newcastle Upon Tyne NE12 9TA"
    },
    {
        "id": "supid94",
        "name": "Momentum Hyper",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "RideMinded UK, Alexandra House, 36a Church Street, Chelmsford, Essex CM2 7HY"
    },
    {
        "id": "supid95",
        "name": "MV Sports",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid97",
        "name": "Nielsen Bainbridge Limited",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid98",
        "name": "Norcros Group T/A Croydex Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Croydex, Central Way, Andover Hampshire SP10 5AW"
    },
    {
        "id": "supid99",
        "name": "Nudea",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire SL7 3RZ"
    },
    {
        "id": "supid100",
        "name": "Obaby",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid101",
        "name": "Optima Manufacturing Jewellers Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, pierced jewellery cannot be returned.",
        "returnsAddress": "Optima Ltd, 124 Hockley Hill, Birmingham B18 5AN"
    },
    {
        "id": "supid102",
        "name": "Oxford Products Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Priority Return, Oxford Products Ltd, De Havilland Way, Witney OX29 0YG"
    },
    {
        "id": "supid103",
        "name": "Peers Hardy",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "For hygiene reasons, pierced jewellery cannot be returned.",
        "returnsAddress": "Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull B37 7GN"
    },
    {
        "id": "supid104",
        "name": "Personalised Memento",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid105",
        "name": "Pet Brands Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF179QD"
    },
    {
        "id": "supid106",
        "name": "Phoenix Textiles Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Phoenix Textile Ltd, Spring Grove Mills, Clayton West, Huddersfield HD8 9HH"
    },
    {
        "id": "supid107",
        "name": "Plum Play",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln LN1 2YQ"
    },
    {
        "id": "supid109",
        "name": "Portmierion",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Portmeirion, PMGUK Returns, Trentham Lakes South, Stanley Matthews Way, Stoke on Trent, Staffordshire ST4 8GR"
    },
    {
        "id": "supid111",
        "name": "Prestige Touch",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Food, drink and cosmetics items cannot be returned. For hygiene reasons, we also cannot accept returns for any items where the seals/cellophane has been opened.",
        "returnsAddress": "Linmar House, East Portway Business Park, Andover SP10 3LU"
    },
    {
        "id": "supid112",
        "name": "Product Care Group Trading Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail. For any issues with your Shark Ninja product plase contact Shark Ninja directly on 08008620453 or on https://support.sharkclean.co.uk/hc/en-gb/articles/360013757920-Contact-Us . Shark Ninja Customer Service team will attent to your needs via troubleshooting. If the issue cannot be resolved, Shark Ninja will issue an uplift number. Once the uplift number is issued, please reach out to Frasers customer service and state this uplift number to get a replacement or a refund from the distributor. Please return the faulty item to Product Care group using the return address online or on your delivery/returns form, noting your order number, order date, return date and fault reason which will allow the distributor to process the replacement or refund.",
        "returnsAddress": "AP Taylor Ltd, 5 Arenson Centre, Arenson Way, Dunstable, Bedfordshire LU5 5UL"
    },
    {
        "id": "supid113",
        "name": "Pure Electric",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid114",
        "name": "Raleigh",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid116",
        "name": "Rashmian Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip HA4 0EJ"
    },
    {
        "id": "supid117",
        "name": "Rayware Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Rayware Limited, DD Returns, Mayflower Avenue, Hunts Cross, Liverpool L24 9BA"
    },
    {
        "id": "supid118",
        "name": "Regatta",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit B, Brook Park East, Shirebrook NG20 8RY"
    },
    {
        "id": "supid119",
        "name": "Rewards and Gifts Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Any technology products will not be accepted with personal information on the item, such as iCloud locked, personal photos or any other personal information for return due to GDPR. Health & Beauty items will not be accepted if opened or partly used unless there is a problem or fault with the product.",
        "returnsAddress": "P1 4&5, Heywood Distribution Park, Heywood, Lancashire OL10 2TT"
    },
    {
        "id": "supid120",
        "name": "Ricomex UK Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester M22 4ZS"
    },
    {
        "id": "supid121",
        "name": "Riva Home Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Riva Paoletti Ltd Riva Home, Coal Road, Leeds LS14 1PS"
    },
    {
        "id": "supid122",
        "name": "RKW Electrical Distributors",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid123",
        "name": "Robbie Toys Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, Minster, Ramsgate CT12 5EZ."
    },
    {
        "id": "supid124",
        "name": "Rock Luggage",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "24 Wadsworth Road, Greenford, Middlesex UB6 7JZ"
    },
    {
        "id": "supid125",
        "name": "Ryder Imports",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Ryder Hub, The Old Wagon Works, Mantle Lane, Coalville LE67 3DW"
    },
    {
        "id": "supid126",
        "name": "S Green and Sons Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "20 Commercial Rd, London N18 1TP"
    },
    {
        "id": "supid127",
        "name": "S W Living Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "SW Living Ltd, Asia Mill, Bradford Road, Bolton BL3 2HE"
    },
    {
        "id": "supid128",
        "name": "Sabichi Homewares Limited",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid129",
        "name": "Searchlight Electricals",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester M40 2BS"
    },
    {
        "id": "supid130",
        "name": "Second Chance Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Units 1-4 Pipers Court, Amy Johnson Way, Blackpool FY4 2RT"
    },
    {
        "id": "supid131",
        "name": "Shankar (UK) Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Shankar UK, 63 Major Street, Wolverhampton WV2 2BL"
    },
    {
        "id": "supid132",
        "name": "Shire Garden Buildings",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid133",
        "name": "Silverfish",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Silverfish UK Ltd, Units 3a-3c Woodacre Court, Saltash Parkway Industrial Estate, Burraton Road, Saltash, Cornwall PL12 6LY"
    },
    {
        "id": "supid134",
        "name": "Sofa.com",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid135",
        "name": "Something Different Wholesale Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Something Different Wholesale, Upper Fforest Way, Enterprise Park, Swansea SA6 8PJ"
    },
    {
        "id": "supid137",
        "name": "Spicers of Hythe Limited",
        "returnsInstructions": "Please contact our Customer Service team for further assistance.",
        "importantInfo": "All goods are non-returnable as they are perishable."
    },
    {
        "id": "supid138",
        "name": "Sports Directory",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 5, Butterly Avenue, Questor, Dartford, Kent DA1 1JG"
    },
    {
        "id": "supid139",
        "name": "Sweatband.com",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid141",
        "name": "Tee-Zed Products Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "JAS Contract Logistics, Thurrock Distribution Centre, Unit A Dolphin Park, Dolphin Way, Thurrock RM19 1NZ "
    },
    {
        "id": "supid142",
        "name": "The Ace Supply Co. Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Warehouse, Unit A3/4 Southmoor, Industrial Estate, Southmoor Road, Wythenshawe, Manchester M23 9XD"
    },
    {
        "id": "supid143",
        "name": "The Activity Superstore Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "TAS (Studio Returns), Freepost RTZB-RRJT-ULYS, 1st Floor, 41-45 High Street, Saffron Walden CB10 1AR"
    },
    {
        "id": "supid144",
        "name": "The Electric Incentive Company Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Used bathroom products cannot be returned.",
        "returnsAddress": "RETURNS, Unit 12, Sixth Avenue Business Park, Bluebridge Industrial Estate, Halstead CO9 2GU"
    },
    {
        "id": "supid145",
        "name": "The Mad Group HQ",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "430 Enterprise Way, Vale Park, Evesham, Worcestershire, WR11 1AD"
    },
    {
        "id": "supid148",
        "name": "Transcontinental Snowtime",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Trans-Continental Group Ltd, (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE"
    },
    {
        "id": "supid149",
        "name": "Treat Republic",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "FAO Returns: Unit 2, 6 Greycaine Road, Watford WD24 7GP"
    },
    {
        "id": "supid150",
        "name": "Turner Bianca plc",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Turner Bianca, Bell Mill, Claremont Street, Oldham OL8 3EJ"
    },
    {
        "id": "supid151",
        "name": "Tyrone Textiles Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Curtains must be unused, unaltered and returned in their original packaging. Any curtains with pencil pleat heading the tape must not be pulled otherwise they cannot be accepted for a refund.",
        "returnsAddress": "30-31 Riverwalk Business Park, Riverwalk Road, Enfield EN3 7QN"
    },
    {
        "id": "supid152",
        "name": "Ultimate Home Living",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 5, Froxmer Street, Manchester, Gorton, M18 8EF"
    },
    {
        "id": "supid153",
        "name": "United Wheels",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid154",
        "name": "Unnu Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "UNNU Ltd, Unit B, Clifton Down Shopping Centre - Basement, Alma Vale Road, Bristol BS8 2NN"
    },
    {
        "id": "supid155",
        "name": "Upgrade Bikes",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid156",
        "name": "Valbonne Lingerie (UK) Ltd T/A Cintamani",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "importantInfo": "Underwear sold with hygiene strips must be intact upon returning & products must be in their original packaging.",
        "returnsAddress": "54/56 Stocks Street, Cheetham Hill, Manchester M8 8QJ"
    },
    {
        "id": "supid158",
        "name": "Velo Brands",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "VeloBrands Ltd, Copplestone Mills, Copplestone, Devon EX17 5NF"
    },
    {
        "id": "supid159",
        "name": "Virginia Hayward Ltd",
        "returnsInstructions": "Please contact our Customer Service team for further assistance."
    },
    {
        "id": "supid160",
        "name": "Weeride UK",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield NG17 5LD"
    },
    {
        "id": "supid161",
        "name": "Weybury Hildreth Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands DY6 7UZ"
    },
    {
        "id": "supid162",
        "name": "Where's that from (AMH Brands)",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "1a Kent Street, Salford, M7 1UH"
    },
    {
        "id": "supid163",
        "name": "Widdop Bingham & Co Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Widdop & Co, Broadgate, Broadway Business Park, Chadderton OL9 9X"
    },
    {
        "id": "supid164",
        "name": "Wilton Bradley Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Frasers Returns, Wilton Bradley Ltd, Brooke House, Sabre Close, Heathfield Industrial Estate, Devon TQ12 6TW"
    },
    {
        "id": "supid165",
        "name": "You Garden Ltd",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "You Garden RETURNS, Long Lane Nursery, Long Lane, Gedney Hill, Spalding PE12 0PP"
    },
    {
        "id": "supid166",
        "name": "Zyro Fisher",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Zyro Fisher, Roundhouse Road, Faverdale Industrial Estate, Darlington DL3 0UR"
    },
    {
        "id": "supid167",
        "name": "Nora Baby",
        "returnsInstructions": "Please contact Customer Service.",
        "returnsAddress": "Please contact Customer Service"
    },
    {
        "id": "supid167",
        "name": "Playful Promises",
        "returnsInstructions": "All goods must be returned in their original condition and in their original packaging. Hosiery, bodystockings and toys cannot be returned if the packaging has been opened. For faulty or incorrect items, please email customer services before returning.Be sure to try on briefs over your own lingerie as we will not accept any returns that are worn or soiled.",
        "returnsAddress": "Unit 1 Lawford Heath Industrial Estate, Rugby CV23 9EU"
    },
    {
        "id": "supid168",
        "name": "Brand Fusion",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Unit 2, Oldbury Park, Popes Lane, Oldbury B69 4RG"
    },
    {
        "id": "supid169",
        "name": "Trevco",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Mandarin Creative LTD, Sisna Park, Estover Road, Plymouth, Devon PL6 7FH"
    },
    {
        "id": "supid170",
        "name": "Allstar Signings Limited",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Allstarsignings, Albert Works, Water St, Radcliffe, Manchester M26 4DF"
    },
    {
        "id": "supid171",
        "name": "Premier Housewares",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Frasers DD Returns, Premier Housewares, Returns Department, 55 Jordanvale Avenue, Glasgow G14 0QP"
    },
    {
        "id": "supid172",
        "name": "Hotter",
        "returnsInstructions": "Pack securely and send via tracked mail.",
        "returnsAddress": "Hotter Shoes, Unit 2 Peel Road, West Pimbo, Skelmersdale, Lancaster WN8 9PT"
    },
    {
        "id": "supid173",
        "name": "Virgin Wines",
        "returnsInstructions": "Please contact Customer Service.",
        "returnsAddress": "Unit 39 Roman Way Industrial Estate, Longridge Road, Ribbleton, Preston, Lancashire PR2 5BD"
    },
    {
        "id": "supid174",
        "name": "Football Flick",
        "returnsInstructions": "Please contact Customer Service.",
        "returnsAddress": "KDS Trading, 40 Tor Gardens, Ogwell, Devon TQ12 6BG"
    },
    {
        "id": "supid175",
        "name": "Planet Direct",
        "returnsInstructions": "Pack Securely and send via tracked mail.",
        "returnsAddress": "Planet Direct (Returns), Hill Barton Business Park, Sidmouth Road, Exeter, Devon EX5 1DR"
    }
]

Returns take up to 14 days from the date of return, to be received back and processed.

You'll usually be able track the progress of your return, if you have tracking details from the carrier.

Once we've received the item back, we'll inspect the item and all being well we'll be able to process it for you. You'll receive confirmation by email.

Where a refund is due, you can expect your refund to be applied to your original payment method used for that order.

For Evri returns, if you've scheduled a specific day then the driver should attempt the collection at some point during operating hours (8am to 8pm).

They'll send you an email or SMS where possible, to let you know when they intend to arrive with an estimated timeslot.

If you're not in when the driver arrives - they will try again. They will attempt to collect 3 times, usually on different days.

If they've left a card or sent you an email advising that they have attempted collection, please follow the instructions detailed on the notification.

If you've not had any contact from them and the collection is overdue, or you're experiencing problems, please follow the instructions below:

• return was arranged by you- contact Evri so they can help you with your return.
• return was arranged by us- contact us with full details of your return.

No, we do not exchange items.

In the event you change your mind, you can return an online item for a full refund only. For details on how to return, please check the Returns articles in this help centre.

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

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. You can find your order number when you login to My Account or on your emails relating to this order.
• 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 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 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'll usually be able track the progress of your return, if you have tracking details from the carrier.

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.

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

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

To get started with your personalisation, select the 'Add Personalisation' option. From there, a dialogue box will open that allows you to customise your item.

You will be prompted to add your text, pick colours and additional customisation options if relevant to that product. 

Follow our step-by-step designer to create your personalisation.

In real time, our designer will show you a preview of your product with the personalisation added. 

Please check this carefully to ensure you have correct spellings and have added your message/customisation correctly as we cannot accept returns for personalised products unless they are found to be faulty. 

You can then add the item to your basket, you will also have the opportunity to review your personalisation in your basket before you check out. 

Please note, all personalised items are non-refundable unless faulty. Personalisation will take an additional 7-10 days processing time. 

To get started with personalisation, select your size then select the “Add Personalisation” option. From there, a dialogue box will open that allows you to customize your boots.

• To add a personalised name to your boots, type the name you require into the characters text box. We accept up to a maximum of 5 characters. All text will be printed exactly as they are entered. Please ensure the spelling is correct. We are not able to edit or correct any items after your order has been placed.
• To add colour select the colour available from the drop down list. It is only possible to print one colour per pair of boots.
• To add a flag or emoji to your boots, select the option then choose from the from the drop down list. Printed flags do not qualify as a standalone item. Flags can only sit on a boot as an add-on to the personalised text option. We will print both boots with any text or flag in an appropriate position and any print work will be sure not to obstruct the performance of the boot in any way.

Please be aware that boots with such personalisation take an additional 5-7 days processing time once you have received the confirmation of your order processed email. If the option of next day delivery has been selected you will still qualify for premium delivery service, however, the personalisation process will bring a 5-7 day additional delay. Boots become non-returnable once personalised.

To personalise your shirt with a name and number, you have 2 options as show below: 

1. Select 'Pick A Player' Pick a player's name from the options available - this will add the player name and number to your shirt and show you a preview of the shirt for you to check before you purchase. 
2. Select 'Choose Your Own' Then type your required name into the name box, then add your required number into the number box. This will add your name and number to your shirt and show you a preview of the shirt for you to check before your purchase. 

Shirts can be personalised with a maximum of 20 characters - spaces are not counted as a character. 

We cannot personalise items with inappropriate words.

Please ensure all chosen letters, number(s), wording and sizing are correct and exactly as entered. Products that have been personalised can only be exchanged or refunded if they are found to be faulty. 

All names will be printed in CAPITAL LETTERS on club and international football shirts. They will be displayed across the top, on the back of the shirt, in the style of the respective league. 

For pre-printed shirts, there are no set squad numbers for any player, as they are subject to change at any time. Therefore, we cannot accept liability for changes to player's squad numbers on pre-printed shirts or bespoke personal shirts. 

All personalised items are non-refundable. Personalisation will take an additional 5-7 days processing time, following the receipt of your 'order processed' email. If you have opted for next-day delivery, you will still receive the premium delivery but with an additional delay of 5-7 days due to the personalisation process.

All personalised items, including football shirts and boots, are non-refundable. They will take an additional 5-7 days processing time after you have received your order processed email confirmation.

Any of our products that have been personalised can only be refunded if they are found to be faulty. 

Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.

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

In most cases, we will personalise the product to the specification you asked for when you placed the order. For orders placed online, we also send an order receipt email, which confirms the items ordered, alongside which personalisation details you provided. We would recommend you check this first during cases where the personalisation is not accurate on your product.

Due to the nature of personalisation, it is possible that mistakes could be made on rare occasions during the production process. If this is what has happened with your order, please contact our Customer Service team within 30 days of the parcel being delivered. We would also recommend you send a photo of the mistake to help us better understand the problem.

Please note: Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.

Frasers Plus is a credit product which enables you to spread the cost of your purchases 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 spread the cost of your purchases you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus see our How does Frasers Plus work? FAQs here 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 services team. 

How to make a complaint about your Frasers Plus account?

Complaint type	Who should I contact?
My complaint is about: The Frasers Plus Account or App, Frasers Plus payment, Frasers Plus terms and conditions, Frasers Plus communications. Frasers Plus marketing, The actions of one of our colleagues in conversation about Frasers Plus.	Frasers Group Financial Services – via: the Frasers Plus App Chat, Contact us form

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. 

Frasers Plus is a credit product that allows customers to spread the cost of their purchases. 

Frasers Plus is offered by Frasers Group Financial Services Limited (FGFS) who are authorised and regulated by the Financial Conduct Authority (FCA) and are part of the Frasers Group plc.. You may be familiar with them as the company behind Sports Direct, Frasers, Flannels and Studio alongside many other well-known brands. 

As well as Frasers Plus being available at most Frasers Group owned brands, you can also checkout with Frasers Plus with our growing network of retail partners too. To see where you can shop see the Fraser Plus FAQ for Where can I use Frasers Plus?

How does Frasers Plus work?

With Frasers Plus you can shop both online and in participating stores by choosing Frasers Plus as your payment method. You’ll earn points with each purchase and you can spread the cost of your payments in multiple ways:

• Set your plan to 1 month and pay in full by your first payment date, interest free. 
• Pay in 3 for interest free. By choosing to pay in 3 monthly instalments.
• You can also spread the cost by choosing a 6, 12, 24 or 36 month instalment plan. Representative 29.9% APR variable.
• If you want to pay over a longer instalment plan period, you can replan a purchase with your Frasers Plus account at a later date. 

There’s never anything to pay at checkout. Your purchase will be added to your account and then you simply choose the instalment plan that suits your needs. You’ll always know upfront how much it will cost you, including any interest.

You’ll earn points with each purchase you make with Frasers Plus. Get 1 point for every £1 you spend. 500 points = £5 reward to spend at participating retailers. For further information on your points and rewards see our My Points and Rewards FAQs.

We have taken the difficult decision to withdraw our Studio Pay credit product.

Studio Pay is no longer available as a payment option on Studio, Ace or any other retail websites. This means you will no longer be able to make purchases using your Studio Pay account.

We would like to thank you for being a Studio Pay customer and appreciate your understanding during this transition.

We have taken the difficult decision to withdraw our Studio Pay credit product.

You will still be able to shop with Studio and Ace but will need to purchase using an alternative payment method. 

What happens if my Studio Pay credit account is being closed?

If we've contacted you about an update on your Studio Pay credit account, here’s what you need to know:

• No further orders: You won’t be able to place any new orders using your Studio Pay account.
• Please do not make any payments to Studio Pay. If you have been transferred to Link Financial contact them using the contact details found here to find out how to make a payment. If you have switched to Frasers Plus click here to find how to make a payment.
• If you would like to request any previous Studio Pay account statement or have credit file, warranty or fraud queries: You can get in touch using the secure online contact form and using the “support" button in the bottom right corner of this page.

Thank you for being a Studio Pay customer.

Financial Services

If your account has been transferred to Link Financial: 

You can contact them using the details below for further information:

Address: Link Financial Outsourcing Limited, PO Box 107, Caerphilly, CF83 3GG
Tel: 02920 808655 (Monday to Thursday 8am - 6pm, Friday 8.30am – 5pm and Saturday 9am – 2pm.)
Email: mail@linkfinancial.co.uk

If you would like to request any previous Studio Pay account statement or have credit file, warranty or fraud queries. 

You can get in touch using this secure online contact form and using the “support" button in the bottom right corner of this page.

If you would like to make a claim for your Studio Pay Care Plans or Warranties:

To make a claim, you need to call Castelan Limited on 0330 024 0367. Lines are open between 9am and 5:30pm Monday to Friday. Alternatively, you may send an email to productbreakdown@castelangroup.com or write to
 Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY.

If you want to make a complaint about your Studio Pay account:

If you want to make a complaint about how your Studio Pay account has been handled, click here see our up to date FAQs.

If your Studio Pay account was switched to Frasers Plus:

See more information by visiting the Frasers Plus FAQs. You can contact Frasers Plus directly for support with your account. How do I contact you? – Frasers Plus

If you'd like to get in touch with us about your query, or about a complaint, please follow the below guidance.

If you want to make a complaint about how your Studio Pay account is currently being handled with Link Financial, these can be sent to them using the details below: 

Address: Link Financial Outsourcing Limited, PO Box 107, Caerphilly, CF83 3GG
Tel: 02920 808655 (Monday to Thursday 8am - 6pm, Friday 8.30am – 5pm and Saturday 9am – 2pm.)
Email: mail@linkfinancial.co.uk

For any complaints about how your Studio Pay account was handled before being sent to Link Financial, such as Studio Pay lending irresponsibly, how your balance was sold to Link Financial or about Studio Pay closing, these can be made to studiopaycomplaints@frasers.plus.

If you want to make a complaint about your Studio Pay account after being switched to Frasers Plus:

If you have been switched to Frasers Plus and would like to make a complaint, these can be made with Fraser Plus by submitting a request.

If you want to make a complaint and your Studio Pay account has closed with no further action:

For any complaints about how your Studio Pay, such as Studio Pay lending irresponsibly or about Studio Pay closing, these can be made to studiopaycomplaints@frasers.plus.

If I complain, what can I expect from you?

• For a final outcome, the timescale can vary based on the complexity of your complaint, and how busy we are. Complaints can take up to 56 days to be resolved during busy times.
• We will investigate all complaints received thoroughly, impartially and free of charge.
• We will assess your complaint fairly, consistently and promptly taking into account all relevant factors.
• Where we cannot resolve your complaint within three days, we'll acknowledge receipt of your complaint promptly.
• We will then keep you informed of the progress of the measures being taken to resolve the complaint.
• If your complaint has not been resolved within 8 weeks, we will send you  your rights to escalate to the Financial Ombudsman Services.

I've already complained and I'm unhappy with the response.

If you're a Studio Pay customer, or your complaint is regarding a regulated financial product, you may be entitled to refer your complaint to the Financial Ombudsman Service if:

• You're dissatisfied with how we handled your complaint or
• If we've taken longer than 8 weeks to resolve your complaint

For regulated complaints we'll provide you with details of the Financial Ombudsman Service within our response to your complaint. 

The Financial Ombudsman Service contact details are:

• Get in touch online: click here 
• Get in touch by phone: 0800 023 4567
• Website: www.financial-ombudsman.org.uk

What is a Product Breakdown or Replacement plan?

We offered this plan on some of the powered items (for example electrical appliances) you order from us. It works a little differently depending on the original price of your item.

• If you paid £200 or less for your item, the insurer will arrange an exact replacement or if it's not possible a product of the same kind and quality.
• If you paid more than £200 for your item the insurer will pay for the repair but don't worry it doesn't finish here; if it can't be repaired you will be given an exact replacement or if not possible a product of the same kind and quality.
• If no replacement can be found the insurer might decide to credit your account with the amount you paid for the item.
• The plans are individually priced and you can see plan price on the product details page, so whether you are ordering a washing machine or a tablet, we have a plan to cover you. To find out more details about the insurer, what your plan covers and how to make a claim, see- About Your Product Replacement or Breakdown Plan
• There are some circumstances where the product would not be covered, these include general wear and tear or theft/loss of item.

How do I make a claim?

To make a claim, you need to call Castelan Limited on 0330 024 0367. Lines are open between 9am and 5:30pm Monday to Friday. Alternatively, you may send an email to productbreakdown@castelangroup.com or write to
Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY.

What else do I need to know?

If you have purchased this plan it will only cover the product that you bought it for and will only apply once the manufacturer's guarantee has expired. Your claim will be assessed by the insurer to check if it's covered within the plan you have bought.

About Your Product Replacement, Accidental Damage or Breakdown Plan

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SECTION 1 - INTRODUCTION

Welcome to your Product Replacement, Accidental Damage or Breakdown Plan Policy Document.

This insurance is designed to repair or replace your product if it suffers:

1. Accidental Damage resulting in breakdown and/or fails to operate as intended by the manufacturer;
2. Breakdown resulting in the product failing to operate as intended by the manufacturer outside of the manufacturers guarantee period.

If your product has an original purchase price of £200.00 or less, we will (in the event of each valid claim):
- replace your product with an identical product, or if this is not possible, we will arrange for a credit to be applied to the account through which the original purchase was made

If your product has an original purchase price of more than £200.00, we may (in the event of each valid claim):
- choose to pay for the cost of repairing your product, or,
- replace your product with an identical product.
- arrange for a credit to be applied to the account through which the original purchase was made. However, we will only pay the purchase price of the product, or £1,500, whichever is lower in each individual claim.

The maximum we will pay under this policy in total for all repairs and replacements is an amount equal to twice the original purchase price of the product or £3,000, whichever is lower. If the product is replaced, or your account is credited, the plan will terminate. If required, you will need to buy a new plan for any new product

Please take time to read the Important Information in section 2 of this Policy Document. It tells you about things you need to check and the actions you need to take. It also contains details of which products you can insure.

This insurance was arranged by Studio Retail Trading Limited on behalf of Frasers Group Financial Services Limited whose contact details are: Frasers Group Financial Services Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY. Telephone 0371 376 5680.

The insurance is underwritten by Novus Underwriting Limited on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. Novus Underwriting Limited is an appointed representative of Direct Insurance Group Plc, which is authorised and regulated by the Financial Conduct Authority (Firm Reference No. 306080). Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. Registered Office: Aeulestrasse 60 (2. Stock) 9490 Vaduz, Liechtenstein is authorised and regulated by the Liechtenstein Financial Market Authority and is deemed authorised by the Prudential Regulation Authority and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority (Firm Reference No. 454140).

Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website at https://register.fca.org.uk/ or by calling them on 0800 111 6768.

The authorisation details of each firm can be checked on the Financial Services Register at https://register.fca.org.uk/ or by calling 0800 111 6768.

As the retailer ultimately acts as agent for the insurer under a delegated authority, monies paid to (or held by) the retailer in relation to the insurance contract are treated as having been paid to (or held by) the insurer.

Claims and administration are handled by Castelan Limited on ourbehalf. Castelan Limited is referred to as the administrator in this Policy Document. Their contact details are: Castelan Limited, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY. Email productbreakdown@castelangroup.com. Tel. 0330 024 0367.

The start date of your insurance and period of cover is shown on your schedule of insurance.

Some words and phrases in this Policy Document and in your Policy Schedule will always have the same meaning wherever they appear. To make them easier to recognise when they are being used, they will be shown in bold. They are all listed and explained in the “Definitions” which can be found in section 10 of this Policy Document.

All insurance documents and all communications with you about this policy will be in English.

Please contact the administrator if you need any documents to be made available in braille and/or large print and/or in audio format. Their contact details are shown above.

How to Make a Claim

To make a claim, call the administrator on 0330 024 0367. Lines are open between 9.00am and 5.30pm Monday to Friday. Alternatively, please send an email to productbreakdown@castelangroup.com or write to Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY.

The Insurance Contract

This Policy Document and your Policy Schedule are your insurance documents and together they make up the contract between you and us.

It is important that you read this Policy Document carefully along with your Policy Schedule so you can be sure of the cover provided and to check that it meets your needs.

This Policy Document and your Policy Schedule are issued to you by Castelan Limited in its capacity as our agent under contract reference B0554CLN2019. In exchange for your payment of the premium referenced in your Policy Schedule, you are insured in accordance with the terms & conditions contained in these documents (and any amendments made to them) for the duration of your policy.

Demands and Needs

This product meets the demands and needs of United Kingdom residents over 18 years of age who wish to protect their purchases against mechanical and/or electrical breakdown after the end of the original manufacturer’s warranty and/or guarantee and who wish to cover their purchase for accidental damage.

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SECTION 2 - IMPORTANT INFORMATION

It is important that:

• You check your Policy Schedule to ensure the details are correct and that the cover is as you requested;
• You check that you are eligible for this insurance (see “Eligibility” below);
• You check the information you have given us is accurate (see “Disclosure of Important Information” below);
• You notify Frasers Group as soon as possible of any inaccuracies on your Policy Schedule, or if you are not eligible for the insurance; and
• You comply with any duties detailed under each section of the Policy Document and under the insurance as a whole.

Which Product Is Insured

Any product that you have purchased from Studio Retail’s websites and which is specified on the Policy Schedule. The product must be a domestic product that was originally designed for domestic use.

Information You Give Us

Eligibility

The eligibility requirements are as follows:

• You must be aged 18 or over at the time of purchasing this insurance.
• You must be a permanent resident in the United Kingdom, the Channel Islands or the Isle of Man.

We will not provide any cover if you do not meet these eligibility requirements at the start date of your policy. Please contact the administrator as soon as possible if you are not eligible for this insurance, if a change in circumstances means that you no longer meet these eligibility requirements or if you have any queries. Their contact details are in section 1 of this Policy Document.

Disclosure of Important Information

In deciding to accept this insurance and in setting the terms and premium, we have relied on the information you have given us via Frasers Group. You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out or make changes to your policy. If the information provided by you is not complete and accurate:

• we may cancel your policy and refuse to pay any claim, or
• we may not pay any claim in full, or
• we may revise the premium, or
• the extent of the cover may be affected.

If you become aware that any information you have given is incomplete or inaccurate, please contact the administrator as soon as possible. Their contact details are shown in section 1 of this Policy Document.

When cover ends

Cover will end automatically on whichever of the following happens first:

• The date your product is replaced;
• The date you cancel your plan;
• The date your plan expires;
• The cost of repairs or replacement exceed twice the purchase price.

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SECTION 3 - WHAT IS COVERED

Breakdown:

• We will repair or replace your product when it breaks down and/or fails to operate as intended by the manufacturer outside of the manufacturer’s guarantee period.
• The breakdown must be entirely due to a sudden and unforeseen defect causing the actual breaking of a part.

Accidental Damage:

• We will repair or replace your product if it fails or operate as intended by the manufacturer due to an accidental event
• The accidental damage must be entirely due to a sudden and unforeseen event.

This plan only applies to domestic products and that were originally designed for domestic use.

Repair to the product will be undertaken when the product is in the UK. It is important that you understand:

In the event of each valid claim:

If your product has an original purchase price of £200 or less, we will provide an identical replacement, or we will arrange for a credit to be applied to the account through which the original purchase was made. If your product has an original purchase price over £200, then we will pay the cost of repairing your product. If we are unable to repair your product then we will provide you with an identical replacement or we will arrange for a credit to be applied to the account through which the original purchase was made.

The maximum we will pay under this policy in total for all repairs and replacements is an amount equal to twice the original purchase price of the product or £3,000, whichever is lower.

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SECTION 4 - WHAT IS NOT COVERED

We will not pay for any claim:

• caused by you deliberately damaging or neglecting your product;
• for electrical or mechanical breakdown for which the manufacturer, supplier or any other person may be held responsible under the terms of any guarantee or warranty;
• caused by you not following the manufacturer’s instructions or use of accessories not approved by the manufacturer;
• for the replacement of or adjustment to consumable items including but not limited to discs, records, tapes, styli, cartridges, software, aerials or aerial sockets, air or water filters, light bulbs, plugs, fuses, batteries, disposable bags, belts, brushes or tools;
• caused by routine servicing, inspection, maintenance or cleaning;
• caused by an inherent manufacturing defect or a product recall;
• resulting from repairs carried out by a repairer not authorised by us;
• resulting from wear and tear or the gradual deterioration of performance;
• for cosmetic damage, scratching, denting or marking of your product which affects the appearance of your product but does not affect its performance or functionality in any way;
• caused by permanent or temporary interruption of electricity or water supplies;
• due to transportation or installation;
• due to over-icing of cooling products;
• due to tuning or aerial faults or the incorrect setting of automatic controls or thermostats;
• due to fire, flood, lightning, storm, tempest, explosion, impact, aircraft or other aerial device or article dropped from, theft or attempted theft, or any other external cause;
• if no fault is found or a part is not burnt out or broken;
• if you have failed to carry out general or regular maintenance as required or recommended by the manufacturer;
• repairs to the product whilst it is outside of the UK;
• for any loss suffered as a result of not being able to use the product or any loss over and above the purchase price of the product.
• due to war or acts of terrorism or you engaging in active war.
• due to nuclear risks.
• due to damage resulting from pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speeds.
• for any loss, damage, liability, cost or expense caused by malicious or non-malicious use of any application, process, software, code or programme, including computer virus (or any computer related hoax).

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SECTION 5 - GENERAL CONDITIONS

• We will only provide cover for your product if you agree to take all reasonable steps to protect your product to prevent breakdown and accidental damage or minimise the effects of a breakdown once it has occurred.
• All claims must be made within 30 days of discovery of the incident. Failure to do so may delay your claim.
• If you change your address, please contact Frasers Group Financial Services Limited on 0371 376 5680 with the new details.
• If the product is replaced following a claim the plan will terminate. If the replacement product is to be covered, you will need to buy a new plan.

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SECTION 6 - MAKING A CLAIM

Who to Contact

To make a claim, call the administrator on 0330 024 0367. Lines are open between 9am and 5:30pm Monday to Friday. Alternatively, please send an email to productbreakdown@castelangroup.com or write to Castelan Limited, Customer Care Team, Alpha House, Sunnyside Road North, Westonsuper-Mare, North Somerset, BS23 3QY

Calls may be recorded for training, compliance and fraud prevention purposes.

Things You Must Do

You must comply with the following conditions. If you fail to do so and this affects the ability of the claims administrator to fully assess your claim or keep our losses to a minimum, we may not pay your claim or any payment could be reduced.

• All claims must be reported to the administrator as soon as possible but in any event, within 30 days of you becoming aware of an incident. You must complete a claim form (in full) and provide at your own expense, any information and assistance which the claims administrator may require in establishing the amount of any payment under your insurance.
• You must make the product available for inspection and repair.

Manufacturer’s Guarantee If your product has been delivered with a fault, or has developed a fault within 12 months from the delivery date, please contact Studio Retail Trading Limited; details on how to get in touch can be found on their help pages- help.studio.co.uk

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SECTION 7 - CANCELLATION OF THE POLICY

Your Cancellation Rights

You can cancel your policy within 30 days of the policy start date or, if later, 30 days of the date you receive this Policy Document. We will refund any premiums you have paid as long as you have not made a claim and do not intend to make a claim.

You can also cancel your policy at any other time by writing to:

Frasers Group Financial Services Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY or please call 0371 376 5680 or via the web: support.studio.co.uk/s/contact-us

You may be entitled to a pro-rata refund for each complete unexpired months cover, calculated at the date the cancellation request is received provided that you have not made a claim. This means that a refund will only be provided for every complete month of the plan remaining from the date you request the plan is cancelled.

Example 1: if you have a two year plan and request that your plan is cancelled anytime during the seventh month, you will be entitled to a refund for the remaining full 17 months. This will be calculated as 17/24th of the premium you have paid as follows: if the premium taken for a plan is £26.00, the refund would be £26.00/24 x 17 = £18.41.

Example 2: if you have a three year plan and request that your plan is cancelled anytime during the seventh month, you will be entitled to a refund for the remaining full 29 months. This will be calculated as 29/36th of the premium you have paid as follows: if the premium taken for a plan is £26.00, the refund would be £26.00/36 x 29 = £20.94

The Insurers’ Cancellation Rights

We reserve the right to cancel this policy immediately if you commit fraud. If we cancel your policy, we will do so in writing to the most recent address we have for you. We cannot cancel this insurance for any other reason.

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SECTION 8 - HOW TO MAKE A COMPLAINT

Our aim is to provide you with a high quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to lodge a complaint.

If your complaint is about the sale of your policy, please direct it to:
Frasers Group Financial Services Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY Tel: 0371 376 5680 or email using our help pages: support.studio.co.uk/s/contact-us

If you have a complaint about how your claim has been handled, or how your policy has been administered, please contact the administrator by email at customercare@castelangroup.com or by telephone on 0333 015 1182, or by writing to Castelan Ltd, Customer Care Manager, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset BS23 3QY.

In some cases the administrator may refer your complaint to Novus Underwriting Limited. You can contact Novus Underwriting Limited by email at complaints@novusunderwriting.com or by writing to 4th Floor, 34 Lime Street, London EX3M 7AT.

If you are not happy with the outcome of your complaint you have the right to refer your complaint to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by writing to The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR or by telephone on 0300 123 9 123 or by visiting www.financial-ombudsman.org.uk.

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If you live in the United Kingdom or the Isle of Man, the contact information is:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines).
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you live in the Channel Islands, the contact information is:

Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands, JE4 9QG
Jersey +44 (0)1534 748610
Guernsey +44 (0)1481 722218
International +44 1534 748610
Facsimile +44 1534 747629
Email: enquiries@ci-fo.org
Web: www.ci-fo.org

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SECTION 9 - LEGAL, REGULATORY & OTHER INFORMATION

Other Insurance

If, at the time of a valid claim under this policy, there is another insurance policy in force which covers you for the same loss or expense, we may seek a recovery of some or all of our costs from the other insurer. You must give us any help or information we may need to assist us with our loss recoveries.

You may be asked to provide details of any other contract, guarantee, warranty or insurance which may apply to the product including, but not restricted to, household insurance.

Fraudulent Claims or Misleading Information

We take a robust approach to fraud prevention in order to keep premium rates down so that you do not have to pay for other people’s dishonesty. If any claim made by you or anyone acting on your behalf under this insurance is fraudulent, deliberately exaggerated or intended to mislead, we may:

• not pay your claim; and
• recover (from you) any payments we have already made in respect of that claim; and
• terminate your insurance from the time of the fraudulent act; and
• inform the police of the fraudulent act.

If your insurance is terminated from the time of the fraudulent act, we will not pay any claim for any incident which happens after that time and may not return any of the insurance premium(s) already paid.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligation to you under this contract. Further information can be obtained from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100 (Freephone) or 020 7741 4100. Website: www.fscs.org.uk

Data Protection Notice

We and the administrator are the data controllers (as defined by the General Data Protection Regulations) for the data you provide to us. We need to use your data in order to arrange your policy and associated products. We may collect personal information about you, including: • name, address, contact details • financial information such as bank details • details of any claim We may also collect sensitive personal information about your health where we consider a change to our procedures will likely provide you with a better customer outcome. This will only be collected with your consent. You are obliged to provide information without which we will be unable to provide a service to you. Any personal information provided by you may be held by us in relation to your policy. It may be used by our relevant staff in making a decision concerning your policy and for the purpose of servicing your policy. It may be held by the administrator for administering claims. Information may be passed to loss adjusters, solicitors, reinsurers or other service providers for these purposes. We may obtain information about you from credit reference agencies, fraud prevention agencies and others to check your credit status and identity. The agencies will record our enquiries, which may be seen by other companies who make their own credit enquiries. If you provide false or inaccurate information and we suspect fraud, we will record this.

We and other organisations may use these records to:
- help make decisions on insurance proposals and insurance claims, for you and members of your household;
- trace debtors, recover debt, prevent fraud, and manage your insurance policies; and/or
- check your identity to prevent money laundering, unless you furnish us with satisfactory proof of identity.

We and the administrator process all data in the UK but, where we need to disclose data to parties outside the UK, we and the administrator will take reasonable steps to ensure the privacy of your data during such transfers. In the event that your data needs to be transferred back to us and the administrator from the EU, then EU laws on data transfers will apply.

In order to protect our legal position, we will retain your data for a minimum of 7 years. We have a Data Protection regime in place to oversee the effective and secure processing of your data. Under Data Protection legislation, you can ask us for a copy of the data we hold, have it corrected, sent to a third party or deleted (subject to our need to hold data for legal reasons). We will not make your personal details available to any companies to use for their own marketing purposes.

If you wish to complain about how we have handled your data, you can contact us and we will investigate the matter. If you are not satisfied with our response or believe we are processing your data incorrectly, you can complain to the Information Commissioner’s Office by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF or by telephone on 0303 123 1113.

For more information about how the administrator uses your data, please see the administrator’s privacy notice at www.castelangroup.com/privacy-notice

Rights of Third Parties

A person who is not a party to this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does not affect any right or remedy of a third party which exists or is available apart from that Act.

For your information, the Contracts (Rights of Third Parties) Act 1999 allows a person who is not a party to a contract to be able to enforce that contract if the contract expressly allows him/her to or if the contract confers a benefit upon him/ her. However the Act will not be applied if the parties make it clear in the contract that the third party does not have the right to enforce it. For further guidance please see www.legislation.gov.uk or contact the Citizens Advice Bureau.

Law and Jurisdiction

This policy shall be governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England.

Sanctions

We shall not provide any benefit under this contract of insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation.

Several Liability

The subscribing insurers’ obligations under contracts of insurance to which they subscribe are several and not joint and are limited solely to the extent of their individual subscriptions. The subscribing insurers are not responsible for the subscription of any co-subscribing insurer who for any reason does not satisfy all or part of its obligations.

The Insurer

This insurance is underwritten Novus Underwriting Limited who are registered in England and Wales under Company No. 10844265, with its registered office address at Cumberland House, 129 High Street, Billericay, Essex, CM12 9AH, on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. Registered Office: Aeulestrasse 60 (2. Stock) 9490 Vaduz, Liechtenstein.

Regulatory Details

Novus Underwriting Limited is an appointed representative of Direct Insurance Group Plc, which is authorised and regulated by the Financial Conduct Authority (Firm Reference No. 306080). Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG is regulated by the Liechtenstein Financial Market Authority and is deemed authorised by the Prudential Regulation Authority and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Firm Reference: No. 454140

Frasers Group Financial Services Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference: 311908.

The administrator is authorised and regulated by the Financial Conduct Authority. Firm Reference: 572287

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SECTION 10 - DEFINITIONS

In this document the following words and phrases are in bold and have the meanings shown after them:
“Administrator” –Castelan Limited, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY
“Frasers Group” – Frasers Group Financial Services Limited, the Insurance intermediary
“Studio Retail” - Studio Retail Trading Limited, the Appointed Representative of Frasers Group Financial Services Limited.
“Nuclear risks” - Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel or radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof.
“Product/s” - the item/s you have purchased from Studio Retail’s websites that are covered under this plan.
“Purchase Price” - the amount you originally paid for the product.
“Terrorism” - An act including, but not limited to, the use or threat of force and/or violence of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisation(s) or government(s), committed for political, religious, ideological or similar purposes or reasons including the intention to influence any government and/or to put the public, or any section of the public, in fear.
“UK”- England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.
“War”- means:
(a) War, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion assuming the proportions of, or amounting to, an uprising, military or usurped power; or
(b)Any act of terrorism; or
(c) Any act of war or terrorism involving the use of, or release of, a threat to use any nuclear weapon or device or chemical or biological agent.
“We, Us, Our” - Novus Underwriting Limited on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG.
“You/your” - The individual specified on the Policy Schedule who owns the insured items, has applied for this insurance and has paid the appropriate premium.

Insurance Product Information Document Product Replacement, Accidental Damage or Breakdown Plan Company: Studio and Ace are trading names of Studio Retail Trading Limited, an appointed representative of Frasers Group Financial Services Limited, which is authorised by the Financial Conduct Authority for customer credit and general insurance. Express House, Petre Road, Clayton Business Park, Accrington, Lancashire, BB5 5JB. Firm reference: 311908 Product Replacement, Accidental Damage or Breakdown Plan is underwritten by Company: Novus Underwriting Limited on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. Novus Underwriting Limited is an appointed representative of Direct Insurance Group Plc, which is authorised and regulated by the Financial Conduct Authority (Firm Reference No. 306080). Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. Registered Office: Aeulestrasse 60 (2. Stock) 9490 Vaduz, Liechtenstein is authorised and regulated by the Liechtenstein Financial Market Authority and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority (Firm Reference No. 454140).

This Insurance Product Information Document contains only a summary of the insurance cover. The full terms and conditions of the insurance, including for example complete information on exclusions, your obligations, how to make a claim, and your complaints and cancellation rights, can be found in your Policy Document and Policy Schedule. What is this type of insurance? This insurance is designed to repair or replace your product if it is accidentally damaged or breaks down and fails to operate as intended by the manufacturer. Breakdown is covered outside of the manufacturer’s guarantee period.

What is insured? This insurance is designed to repair or replace your product if it is accidentally damaged or breaks down and fails to operate as intended by the manufacturer. Breakdown is covered outside of the manufacturers guarantee period. If your product has an original purchase price of £200.00 or less, we will (in the event of each valid claim): - replace your product with an identical product, or if this is not possible, - we will arrange for a credit to be applied to the account through which the original purchase was made If your product has an original purchase price of more than £200.00, we may (in the event of each valid claim): - choose to pay for the cost of repairing your product, or, - replace your product with an identical product, or, - arrange for a credit to be applied to the account through which the original purchase was made. However, we will only pay the purchase price of the product, or £1,500, whichever is lower in each individual claim. The maximum we will pay under this policy in total for all repairs and replacements is an amount equal to twice the original purchase price of the product or £3,000, whichever is lower. If the product is replaced, or your account is credited, the plan will terminate. If required, you will need to buy a new plan for any new product

What is not insured? ✘ Theft or loss of the product. ✘ Products used for Commercial use.

Are there any restrictions on cover? ! Deliberately damaging or neglecting your product; ! Electrical or mechanical breakdown for which the manufacturer, supplier or any other person may be held responsible under the terms of any guarantee or warranty; ! The replacement of or adjustment to consumable items including but not limited to discs, records, tapes, styli, cartridges, software, aerials or aerial sockets, air or water filters, light bulbs, plugs, fuses, batteries, disposable bags, belts, brushes or tools; ! Claims caused by routine servicing, inspection, maintenance or cleaning; ! Claims caused by a manufacturing defect or a product recall; ! Claims resulting from repairs carried out by a repairer not authorised by us; ! Claims resulting from wear and tear or the gradual deterioration of performance;

Where am I covered? In the United Kingdom

What are my obligations? • You must take all reasonable steps to protect your product to prevent breakdown or minimise the effects of a breakdown once it has occurred. • All claims must be made within 30 days of discovery of the incident. Failure to do so may delay your claim. • If you change your address, please contact Frasers Group Financial Services Limited on 0371 376 5680 with the new details. • If the product is replaced, or your account is credited, the plan will terminate. If required, you will need to buy a new plan for any new product.

When and how do I pay? The full premium payable will be debited to your Ace/Studio account before the commencement of the policy.

When does the cover start and end? Accidental damage cover starts from the date of purchase and lasts for either two or three years. Breakdown cover starts from the date of purchase and lasts for either one or two years after the expiry of the manufactures guarantee. These dates can be found on your policy schedule.

How do I cancel the contract? You can cancel your policy within 30 days of the policy start date or, if later, 30 days of the date you receive this Policy Document. We will refund any premiums you have paid as long as you have not made a claim and do not intend to make a claim. You can also cancel your policy at any other time by writing to Frasers Group Financial Services Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY or please call 0371 376 5680 or send a message on our secure webform: studiopaysupport.zendesk.com You may be entitled to a pro-rata refund for each complete unexpired months cover, calculated at the date the cancellation request is received provided that you have not made a claim. This means that a refund will only be provided for every complete month of the plan remaining from the date you request the plan is cancelled.

Product Replacement, Accidental Damage or Breakdown insurance is arranged by Studio Retail Trading Limited on behalf of Frasers Group Financial Services Limited whose contact details are: Frasers Group Financial Services Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY. Telephone 0371 376 5680 and underwritten by Novus Underwriting Limited on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG.

WHAT COVER IS PROVIDED?

Accidental damage: Cover is provided from the start date of your insurance and period of cover is shown on your schedule of insurance. Breakdown: Cover is provided after the manufacturer’s warranty has expired and lasts for either one or two years after the expiry of the manufactures guarantee.

The maximum we will pay under this policy in total for all repairs and replacements is an amount equal to twice the original purchase price of the product or £3,000, whichever is lower. If the product is replaced, or your account is credited, the plan will terminate. If required, you will need to buy a new plan for any new product

NOTE:

• This insurance will end if the item is replaced, an alternative settlement is given or the expiry date is reached.
• This insurance is available to buy online at the time you purchase your domestic electrical item.
• The manufacturer, other retailers and insurance providers may also offer you an extended warranty and your household insurance may be relevant.

Terms, conditions and exclusions apply to this insurance which limit your cover and we do not wish you to discover after an incident has occurred that you are not insured. If you have any queries, please contact us by using the secure online contact form and using the “support" button in the bottom right corner of this page. 

CANCELLATIONS

You can cancel your policy within 30 days of the policy start date or, if later, 30 days of the date you receive this Policy Document. We will refund any premiums you have paid as long as you have not made a claim and do not intend to make a claim.

You can also cancel your policy at any other time by writing to Frasers Group Financial Services Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY or by using the secure online contact form and using the “support" button in the bottom right corner of this page. 

You may be entitled to a pro-rata refund for each complete unexpired months cover, calculated at the date the cancellation request is received provided that you have not made a claim. This means that a refund will only be provided for every complete month of the plan remaining from the date you request the plan is cancelled.

CONSUMER RIGHTS

Product Replacement, Accidental Damage or Breakdown Plan can be purchased when goods are ordered. The prices shown are the total amount payable including Insurance Premium Tax. The benefits offered are in addition to your legal rights under the Consumer Rights Act 2015. Under this Act, if the product you purchase is subsequently found to be defective then you will be entitled to a remedy such as a repair, a replacement or a refund. This legal right lasts for up to 6 years (5 years in Scotland). If the product proves defective in the first 30 days after purchase then you may reject the goods and request a full refund. Thereafter, you will be entitled to a repair or replacement but if those remedies are not possible then you can claim a full, or partial, refund depending on the age of the goods. Further information on your rights can be obtained from the Citizens Advice Consumer Helpline 03454 040506. 

FINANCIAL SERVICES COMPENSATION SCHEME 

Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS by visiting fscs.org.uk. You may also contact the FSCS on their Freephone number 0800 678 1100 or 020 7741 4100 or you can write to Financial Services Compensation Scheme PO Box 300, Mitcheldean, GL17 1DY

Updated: October 2024

Credit Agreement regulated by the Consumer Credit Act 1974

Parties to the agreement

This agreement is between us, Frasers Group Financial Services Limited, Express House, Clayton Business Park, Clayton-le-Moors, Accrington, Lancs BB5 5JY and you.

Useful definitions

Studio Pay Credit Account a type of personal credit account where you can order and receive goods and services from Studio and certain Frasers Group brands (and any other selected retailers we will tell you about from time to time) and pay for them later. Your Studio Pay Credit Account has a credit limit and you must pay a monthly minimum amount when you have an unpaid balance. We charge interest on the unpaid balance. From time to time, we may offer you a Credit Option. This is a different way of paying for purchases on your Studio Pay Credit Account.
Credit Option - a different way of paying for purchases on your Studio Pay Credit Account. The options we offer are:

• Interest Saver Option.
• Buy Now, Pay Later (BNPL) Option
• Fixed Payment Option

If one of these options is available, we'll tell you when you place your order. You can read more about Credit Options under Additional Terms below.

Plan - If you accept a Credit Option when you place an order, you'll start a Plan. We'll tell you how long the Plan will last.

Plan Balance - the amount you owe on a Plan. We'll remind you of this amount on your statement each month and you can view this online in My Account.

Plan Expiry Date - the date a Plan will end. We'll remind you of this date on your statement each month. In the statement we send before your Plan ends, we'll also tell you about any action you need to take to avoid paying interest.

What type of agreement is this?

This agreement is for a running credit account requiring regular payment. It is sometimes called revolving credit.

Studio Pay Credit Account

Interest rate

The interest rate is 34.1% per year (variable). We may vary it at any time by giving you notice. You can read more about this in the section Can the terms of this agreement ever change?. We calculate the rate as 2.84 pence in the 1 every calendar month.

Minimum payments

You must make at least the minimum payment each month. Please see What are my repayments and when are they due? below. If you only make the minimum payment each month, it will take you longer to pay what you owe. It will also cost you more as we charge interest on your outstanding balance. We recommend that you pay as much as you can reasonably afford.

Period of the agreement

This is an open-ended agreement. This means it doesn't have a fixed end date. It will continue until you or we end the agreement (see below for information regarding how and when this can be done).

What is the credit provided for?

The credit we provide under this agreement is for you to purchase goods and services from Studio and certain Frasers Group brands (and any other selected retailers we will tell you about from time to time) enabling you to spread the cost of those purchases.

What will my credit limit be and could this change?

We'll choose a suitable credit limit for you when we open your account. We'll tell your current credit limit on statements and you can also find it in the My Account section online. We base your initial credit limit on your personal circumstances and publicly available data from credit-reference agencies. (The data shows information about you including how you manage accounts run by other companies.) When you apply for an account, you can tell us if you'd like us to consider you for credit-limit increases in the future. We'll also explain how you can accept or reject increases.

We regularly review your credit limit to make sure it’s still right for you and your circumstances. We use internal data (which shows how you have been managing your account) and data from credit-reference agencies. If we think you are at risk of financial difficulties, we may not be able to offer you a credit-limit increase even if you have requested one.

Credit-limit increases: If you've opted in to credit-limit increase offers, we'll let you know if one is available to you. We'll normally give you at least 28 days notice of the proposed increase. You have the option of refusing the increase if you wish. If you request a credit-limit increase or agree to us applying a credit-limit increase earlier, we may apply it before the 28-day period ends. You can refuse any credit-limit increases or tell us not to offer them in the future. If you tell us you don't want a credit-limit increase, we won’t increase it. You can change your preference at any time. We'll only offer you a credit-limit increase if we think you can afford it. A higher credit limit may offer greater flexibility and convenience to meet your financial needs, but it may also increase the risk of borrowing too much, which could be expensive or take a long time to pay off. You should carefully consider whether you need a higher limit and if you can keep up your payments in the future.

 Credit-limit decreases: We may reduce your credit limit if our review indicates you may struggle to repay it or if your circumstances have changed. You can also ask us to increase or decrease your credit limit by completing a short form in My Account on our website To speak to us about your credit limit, please contact the Financial Services team as shown in the contact details section below. You can change your credit-limit preferences at any time online in My Account.

How and when will you provide credit to me?

Credit is subject to status. When you satisfactorily complete our identification, verification and credit checks, we'll give you a credit limit.

What have you assumed when calculating the annual percentage rate (APR)?

39.9% APR variable

• Example based on a credit limit of £1000: the total amount payable would be £1188.98 and our total charge for credit under this agreement would be £188.98. This example is based on the following assumptions: -You order £1000 of goods and services from us immediately at the start of the agreement.
• You repay the whole amount (including interest) in 12 equal monthly instalments.
• The interest rate stays the same.
• The agreement remains valid for the whole 12-month period.
• Both of us meet all our obligations under the agreement.

As we don't know when this agreement is made, we have assumed (as required by regulations) the APR and total amount payable allowing you to compare this agreement with those of other providers at the time you sign it. 

How do you calculate interest?

We calculate the interest daily using the account balance, once we have processed all transactions for that day. We then add the total of the daily interest charges to the account balance on your statement date. This means that the earlier you make your payment(s), less interest will be charged as the balance will have been lower for a longer period. Interest is compounded, which means we charge interest on interest. We don't compound interest on default charges.

When will you charge interest to my account?

If you pay off your full balance by the payment due date, we won’t charge interest on purchases made during your current statement period. But if you choose not to do so, we'll charge interest from the date we added the goods or services (or both) to your account until the date you pay off your balance.

What other charges can you apply to my account?

We may apply a default charge of £12 to your account: 

• if you don't make your minimum payment on time or if you don't pay enough to cover the minimum payment in full.

Can the terms of this agreement ever change?

We may change the terms of the agreement (including charges and the interest rate) when we believe we need to reflect:

• changes in relevant laws or regulations
• changes in our systems
• changes in market conditions affecting our business
• new developments in products, technology or other changes in lending practices
• additional, improved or revised product features
• new promotional offers
• changes in your personal circumstances and how you operate your account
• changes that in our view affect your credit status
• changes needed to operate our business in a profitable and prudent way
• if we are switching the type of account you have with us, for example because we stop offering the account you have

We'll only make changes for a valid reason and in a proportionate way. We won’t change or introduce any fees to cover the same cost twice. As this contract has no fixed end date, we may from time to time need to make changes for other valid reasons not set out here. If we do this, you can end this agreement without charge.

If the change is in your favour, we may introduce it without notice and inform you at the next available opportunity. If the change is not in your favour, we'll give you 30 days' notice of it. You'll have 60 days from the notification date to:

• do nothing and accept the new terms, or
• reject the new terms. If you reject them, your balance will stay on the prevailing terms but you won’t be able to place any more orders with your account. We'll give you a reasonable amount of time to pay off any balance.

We won’t increase your interest rate if we think you are at risk of financial difficulty for example you have currently missed two or more payments, we have agreed a repayment plan or you are in serious discussion with a debt-counselling organisation and they have told us about this.

We may also increase your minimum payment or change the interest rate if you are in persistent debt or at risk of being in persistent debt.

What are my repayments and when are they due?

Each month you must make at least the minimum payment. 

If you have a Fixed Payment Plan the minimum payment will be: Any Fixed Payment Plan instalments plus 6% of the non-Fixed Payment Plan balance, including any Interest Saver Plan Balances (less any BNPL Plans that have not reached their Plan Expiry Date).

•  6% of the total balance, including any Interest Saver Plan Balances (less any BNPL Plans that have not reached their Plan Expiry Date).
• £10.

If your balance is less than £10, the whole balance will be due.

Each month we'll  send you a statement showing purchases, charges, payments made and refunds. The statement will also show your minimum payment and a payment due date. If you pay off your balance in full and on time every month, we won’t charge any interest to your account. If there hasn't been any activity on your account during a month and you do not have a Plan, we won’t send you a monthly statement. 

We  recommend you pay off as much as you can reasonably afford. If you don't pay the minimum payment or you are late paying it, we may charge you a fee of 12 even if you've made a payment to a specific Plan. Refunds and returns do not count as payments. If you are waiting for a refund or have a dispute on your account, you should still pay at least the minimum payment.

How do you apply my repayments to my account?

We allocate your payments as follows:

1. Repaying any amounts in arrears as shown on your statement.

2. Then repaying the Fixed Payment Plan up to the instalment amount.
3. Then, 6% of the non-Plan balances on your Studio Pay Credit Account. We allocate this in the following order: first
to interest, then to purchases of goods or services, and then finally to charges and fees.
4. Then repaying 6% of any Interest Saver Plans you have.
5. Then repaying any BNPL Plans that will expire by the date of your next statement.
6. Then repaying any Interest Saver Plans that will expire by the date of your next statement.
7. Then repaying any balance on your Studio Pay Credit Account not on a Plan.

8. Then repaying any Fixed Payment Plan
9. Then repaying any other BNPL Plans or Interest Saver Plans.
10. Then, finally, repaying any amounts we have added to your account since the previous statement date in the following order: first to any Studio Pay Credit Account amounts not on a plan, then to any Fixed Payment Plans, then to any BNPL or Interest Saver plans in the date order they are due to expire (BNPL takes priority if the expiry dates are the same). Any remaining payment will put your Studio Pay Credit Account into credit. If you have two or more Plans in the same Credit Option, the Plans will be repaid in the order they are due to expire, starting with the Plan that is closest to expiry. If a particular Credit Option is repaid in a different order, we'll tell you before you make a purchase using the Credit Option. We'll allocate payments in a different way, for example against a specific Plan, if you tell us to do it. Do not pay more than you owe. If you pay more than you owe, your account will go into credit and you will need to contact us to arrange a refund. 

What happens if I can’t make a payment?

If you have a Plan, and do not make your minimum payment this may mean we withdraw it and any Credit Options that might have been available to you. Withdrawing the Plan means the Plan Balance is transferred to your Studio Pay credit account, we’ll add interest backdated to the date the goods were despatched and we will charge interest on the transferred balance moving forward.

We must also report your payment behaviour to the credit-reference agencies. It could lead to you having to pay extra costs and make it more difficult for you to get credit in the future. It will raise the total cost of repaying the debt as the ongoing interest we charge will increase the amount you owe. Also, we may pass your debt to a debt-collection agency to collect on our behalf. We may also sell your debt to a debt-purchasing company who may take legal action.

If you are in financial difficulty or can’t make a payment, it’s important that you contact us quickly. Please call us on the number shown at the end of this agreement.

We may from time to time (if you wish) suspend, defer or reduce the minimum payment that would otherwise be due for the period we specify. This revised amount, if any, will then be the amount due under your agreement. If we do this, we will provide you with written notice and we will also let you know whether interest will continue to be charged under this agreement.

What happens if I’m in persistent debt?

Persistent debt means that over the last 18 months, you’ve paid more in interest, fees and charges than in repaying what you borrowed. If  you meet this definition, we’ll contact you to explain how we can help.

If you remain in persistent debt for 36 months, we will contact you to set out the options available to you to increase payments and request that you respond within a reasonable period. If we don’t receive a response, we will suspend the use of your Studio Pay account.

The options available include Fixed Payment Plans, which will ensure paydown of the persistent debt balance within a reasonable timeframe. You will also be offered forbearance if you don’t consider the Fixed Payment Plans to be sustainable.

Can I repay my balance early?

You have a right to repay your balance (in full or in part) at any time. You can do this by using any of the payment methods shown in our catalogue, on our website, or on your statement, or by calling our Financial Services team. We encourage you to pay off any BNPL or Interest Saver Plans before their plan expiry date to avoid being charged interest.

How can I withdraw from this agreement?

You have the right to withdraw from this agreement without giving a reason. Your right to do this starts on the day after the agreement is made (or the date we confirm your credit limit, if later) and continues for 14 days (the ‘withdrawal period’). 

To withdraw, you must notify us that you intend to do so within the withdrawal period. You can do this by calling us on 0371 200 0379 or by posting notice of your withdrawal to: Customer Care Department, Frasers Group Financial Services Limited, Preston, PR0 2RP. If you withdraw, you must repay any credit and accrued interest using any of the payment methods shown on your statement, on our website or in the Information Point in our catalogue without delay and no later than 30 days after giving us notice of withdrawal. At your request, we’ll give you details of the amount of interest payable per day.

Do I have any rights under the Consumer Credit Act 1974?

Under section 75, of the Consumer Credit Act 1974, you may have the right to sue the supplier, us or both if you have received unsatisfactory goods or services paid for under this agreement costing more than £100 and less than £30,000.  

Can you or I terminate this agreement early?

You can terminate this agreement at any time by:

• writing to us at our Customer Care Department (the address is below), and
• paying off your full balance using any of the payment methods shown in the Information Point in our catalogue, on your statement or on our website.

We can terminate this agreement immediately (after giving you notice under the Consumer Credit Act 1974) if you are in breach of the terms of the agreement. We may also end it at any time if you are not in breach of the agreement by giving you two months’ written notice.

We may terminate or suspend your right to use your account if you breach this agreement. We also reserve the right to terminate or suspend your right to use this account for other justifiable reasons such as:

• to prevent unauthorised or fraudulent use of credit
• we suspect you are using your account for business purposes or for re-sale
• you’ve given us false or misleading information on which we’ve relied
• you fail to make the minimum payment by the due date
• there’s a risk of you being unable to meet your repayments or if you are showing signs of financial difficulty on this account or another account you have with us, or you become bankrupt, enter into a voluntary arrangement or make a proposal for reduced payments.

We’ll try to let you know before we terminate or suspend your right to use this account. If we can’t tell you before, we’ll tell you immediately after.

If you don’t use your account for 36 months, we may terminate this agreement under our rules on dormant accounts. If, after 36 months, you wish to use your account again and we’ve closed it under those rules, you must reapply to open an account as a new applicant. Two months before we close your account, we’ll write to let you know we’re terminating this agreement. Our rules on dormant accounts help to protect you and us from fraud.

How do I complain?

If you want to complain about our consumer-credit activities under this agreement, please contact us first. If we cannot resolve your complaint to your satisfaction, you may be able to ask the Financial Ombudsman Service (FOS) to consider it. As part of our complaint-handling processes, we’ll make you aware of your rights of referral to FOS and how you can do that.

You can contact FOS at: Financial Ombudsman Service, Exchange Tower, London E14 9SR; by telephone on 0800 023 4567, by an online complaints form at www.financial-ombudsman.org.uk/contact-us or email at complaint.info@financialombudsman.org.uk.

Can this agreement and its rights and duties be transferred to a third party?

As the lender, we may at any time transfer our rights or duties (or both) under this agreement to someone else. Doing this won’t affect your statutory rights or obligations (or both). You may not transfer your rights or obligations (or both) under this agreement.

What is the governing law and who regulates you?

This agreement is governed by English law. You agree that any legal cases concerning this agreement are heard by the courts of England and Wales. By law we must inform you that we supply the information in this agreement in English only. We’ll continue to communicate in English during your agreement with us.

Frasers Group Financial Services Limited is regulated and authorised by the Financial Conduct Authority (FCA) for consumer credit and general insurance activities. Our FCA registration number is 311908. You can find a list of our permissions by checking the FCA register at www.fca.org.uk/firms/financial-services-register. You can contact the FCA at 12 Endeavour Square, London E20 1JN.

Do you subscribe to any lending codes?

Yes. We are members of the Finance and Leasing Association (FLA). We keep to their Lending Code. You can ask us for a copy of the FLA Lending Code or view it by visiting http://www.fla.org.uk/index.php/consumer-information/lending-code/.

ADDITIONAL TERMS

Promotional Credit Options

BNPL Option

Interest

If you repay the balance of a BNPL Plan in full before the Plan Expiry Date, we won’t charge any interest.

If you choose not to pay off the Plan Balance in full, we’ll charge interest on the unpaid Plan Balance. We’ll calculate interest from the date the goods were despatched and use the interest rate shown in the Interest Rate section above. We’ll add this interest and Plan Balance to your account balance on the first statement after the Plan Expiry Date. We charge interest on your account balance if you don’t pay it in full.

If we end this Plan due to a breach of the agreement before the Plan Expiry Date, we’ll charge interest on the Plan Balance. We’ll calculate it from the date the goods were despatched.

Minimum payments

You don’t need to make any payments towards a BNPL Plan before the Plan Expiry Date but you are free to do so. We don’t include your BNPL balance when we calculate your minimum payment. If you have a balance from purchases that are not on a BNPL Plan, you must make a minimum payment each month; this will be shown on your statement.

If you fail to make any minimum payment requested on your account, the BNPL Plan may end.

Early Maturity

We may mature any open BNPL plans before the expiry date if:-

• you enter into a payment arrangement
• your account status is updated to reflect an identified vulnerability

your BNPL plan balance reaches zero or goes into credit

Interest Saver Option

Interest

If you repay the balance of an Interest Saver Plan in full before the Plan Expiry Date, we won’t charge any interest.

If you choose not to repay the Plan Balance in full, we’ll charge you interest on the unpaid Plan Balance. We’ll calculate interest from the date the goods were despatched and use the interest rate shown in the Interest Rate section above. We’ll add this interest and Plan Balance to your account balance on the first statement after the Plan Expiry Date. We charge interest on your account balance if you don’t repay your account balance in full.

If we end this Plan due to a breach of the agreement before the Plan Expiry Date, we’ll charge interest on the Plan Balance. We calculate it from the date the goods were despatched.

Minimum payments

You must make the minimum payment each month. When we calculate your minimum payment, we’ll include Interest Saver Plan Balances in the calculation.

If you fail to make a minimum payment, the Interest Saver Plan may end.

Early Maturity

We may mature any open Interest Saver plans before the expiry date if: -

• you enter into a payment arrangement
• your account status is updated to reflect an identified vulnerability
• your Interest Saver plan balance reaches zero or goes into credit

Fixed Payment Option

Interest

We’ll charge interest at 39.9% per year (variable) on the outstanding balance in the Fixed Payment Plan. It will be charged from the date the Plan is created.

Minimum Payments

You must pay the equal monthly instalments of the Fixed Payment Option over the fixed period. You can choose to pay more than the equal instalments at any time, and this may shorten the fixed period.  We’ll tell you the amount of each instalment in your monthly statement. Your monthly payment will form part of your minimum payment requirement.

Our rights of set-off

If we owe you any money, we’ll be entitled to set off the amount we owe you against any debt you owe us across this and other Frasers Group Financial Services Limited accounts.

Continuous payment authority

We may suggest using a continuous payment authority to debit your card as an alternative payment method. If you agree to this, you authorise us to take payments due by debiting the card you provided at the time. This will allow us to take agreed payments directly from your bank or credit card account. We’ll do this up to the date of any other payment arrangement you and we agree or until you cancel the arrangement, which you can do by contacting us. The amounts we’ll take in this way will be the minimum payment due from you, or the amounts we agree with you at the time if you are making reduced or alternative payments to pay off arrears. We’ll let you know if we cannot take any agreed payment in this way. If your card issuer refuses payment, we won’t request any further payments until we’ve contacted you. We’ll never insist that you set up a continuous payment authority as a condition of us accepting lower or rescheduled repayments.

Statements & Notices

We’ll send you an electronic notification to let you know when your e-statement is ready. You can then view your statement by logging into the My Account section of our website. We may also make certain relevant regulatory notices (for example notices of variation, notice of sums in arrears and notice of default sums) regarding your account available to you electronically. If you want to receive paper statements or notices, please log into My Account online and update your preferences

You are responsible for checking each statement, regardless of how you receive it. You should let us know straight away if:

• you don’t receive a statement when you expect one
• you can’t access your statement, or
• you think there is something wrong on your statement.

We reserve the right to change the way we send your statements.

You receive your first statement after your first order. You can ask us to change your payment due date by asking us to change your statement date. You can only change your statement date twice in a 12-month period. Any changes made to your statement date will start from the next statement period.

My Account

Please be aware that while we take reasonable care to ensure the completeness, accuracy and integrity of the information displayed on our website(s) and App, the information is only a reproduction of the information held on our systems at the relevant time or, where information is received from a third party, an accurate reproduction of the information received by us from that third party, at the relevant time.

If you view your account balance, any available credit displayed at the time of viewing will not necessarily be available in full for your use at that time. The balance shown may not take into account any debits, credits or other transactions in respect of your account that have not yet cleared through the relevant systems.

 You must keep all security details in connection with your account strictly confidential, and you must take care not to disclose them to anyone else, or use the Studio or certain Frasers Group brands (and any other selected retailers we will tell you about from time to time) websites or App in such a way that third parties would be able to see, access or obtain your security details.

Changes to your circumstances and personal details

You must notify us immediately via the contact details below, if you change any part of your name, address, telephone number(s) or your email address or if you make your payments to us by Direct Debit and you change the bank or building society from which you make your payments 

We want to make sure you can afford to repay the credit account you are applying for. If you are aware of any future changes in your circumstances that could reduce your income or increase your outgoings, please contact our Financial Services team. This could be a decrease in your working hours, maternity/paternity leave, an increase in your living costs such as rent or bills, or retirement.

Contact details 

• Call Financial Services on 0371 376 5686
• Customer Care Department, Frasers Group Financial Services, Express House, Clayton Business Park, Clayton-le-moors, Accrington, Lancashire, BB5 5JY

 For and on behalf of Frasers Group Financial Services Limited.

What has happened?

I received a letter/email asking me to confirm my details before you will process any necessary refunds.

Why has my account been returned?

Why will it take up to 90 days?

Should I continue to make payments?

What if I've just made a payment? Will this be returned to me? 

The named person has passed away what shall I do?

Why have I been contacted regarding someone who has passed away?

I received a letter/email asking me to confirm I am the personal representative before you will send a cheque to me why?

What will happen if my details have changed? Can you still process my refund?

Can you make a cheque payable to a family member or friend?

Can you send the payment to my bank account?

I am struggling with some of the language in the letter - can you help?

How is my refund calculated?

What is Compound Interest?

Notional Credit Position

Compensatory Interest

I am not happy about this; how can I make a complaint?

This letter came to my address, but the person it's addressed to doesn't live here.

How can I contact you?

Frequently asked questions, with answers

What has happened?

When we processed your application for credit, we made some mistakes during our affordability checking process, and regrettably, this meant that your application was incorrectly accepted.

We are committed to ensuring that our conduct is fair and appropriate. Therefore, if a mistake is identified, we will look to put it right and ensure that it doesn't happen again.

Following a review of an account previously held with us, we have identified that we made a mistake.

A letter/email will be issued in due course which will explain in more detail.

I received a letter/email asking me to confirm my details before you will process any necessary refunds.

We need to make sure we have the most up-to-date information for you so that we can make sure any refund cheque is correctly addressed to you. This avoids unnecessary delays in getting a refund cheque out to you if any of your information has changed.

Why has my account been returned?

To allow us to carry out a full assessment and process the necessary refunds.

Why will it take up to 90 days?

We need to fully understand the impact of the mistakes we made and accurately calculate your refund of interest and fees. We want to make sure our assessment is thorough and accurate, and this can therefore take some time. We will complete this process as soon as we can and will contact you as soon as we have some further information for you. As a reminder, you do not need to make any further payments to your account.

Should I continue to make payments?

No, you dont need to make any payments towards the outstanding balance, this also includes any payments being made on your behalf, by a third party. we will be in contact in due course with further information.

What if I've just made a payment? Will this be returned to me?

Any payment made to the debt purchaser since your account was placed on hold and transferred back to us will be refunded back to you by the debt purchaser.

The named person has passed away what shall I do?

Please contact us using the contact information at the end of these FAQs to let us know.

Why have I been contacted regarding someone who has passed away?

Whilst the account holder has passed away, a refund may still be owed. If you are the personal representative of the late account holder please contact us If you are not the personal representative, but you do know who they are, please could you direct the email/letter to them.

I received a letter/email asking me to confirm I am the personal representative before you will send a cheque to me why?

We need to make sure we are sending out a cheque to the correct individual which would be the personal representative of the late account holder.

We can confirm this through the personal indemnity form supplied and a copy of the death certificate. You can send this to us via email or by post. Our contact details are at the bottom of this article.

What will happen if my details have changed? Can you still process my refund?

Yes. Once you contact us with your updated details, we will attempt to verify them. If we are unable to do this using the information you have provided, we will aim to contact you to obtain further details.

Can you make a cheque payable to a family member or friend?

No, as you are the named account holder and to protect your payment from fraud, we will need to make your cheque payable to you.

Can you send the payment to my bank account?

We are sorry, but we are unable to arrange a bank transfer. Your refund will need to be issued by cheque.

I am struggling with some of the language in the letter - can you help?

For further clarity, we have added some additional explanations below for you, if you need any further help, please contact us using the details at the bottom of this FAQ.

How is my refund calculated?

Your refund is made up of interest and/or late payment fees that were charged in relation to the mistake that we made.

Where a refund of interest is due, we might need to also add any associated Compound Interest'.

Where a refund of any late payment fees is due, we have also added any interest charged on those fees.

What is Compound Interest?

Compound Interest is a phrase that is used regularly by banks, especially with regards to savings and debts. It means interest charged on top of interest.

Your usual monthly interest charges when shopping with us are calculated using your agreed interest rate as part of the compound interest calculation.

In the case of this refund, we have made sure to fairly recalculate your compound interest within the affected period and factored this into the amount of your refund where it was necessary.

Notional Credit Position

As part of the calculations for your refund, we made sure to identify if your account balance would have been in credit (Notional Credit Position), had this mistake not happened.

If your balance would have been in credit, we have made sure to add further compensatory interest onto the refund amount to compensate you for any lost interest.

Compensatory Interest

Compensatory Interest is the standard rate of interest that can be applied by businesses in the UK in relation to money being owed. This interest is applied at an annual rate of 8%.

Where any refunds of historic interest and fees would mean your balance would have been in credit at the time we applied the charges, we have also added compensatory interest on that credit balance (this is an additional 8% interest).

We are obliged to deduct 20% tax from any compensatory interest applied. If you pay tax at a different rate to the basic rate or if you are a non-UK taxpayer and wish to request a refund from HMRC, please contact us and we will provide you with the exact deducted value.

Please note, the tax deduction is not 20% of your total refund value, compensatory interest will only make up part of your full refund value.

I am not happy about this; how can I make a complaint?

We are sorry you're not happy about this. You can find help on how to record a complaint on this article- How do I make a complaint?

This letter came to my address, but the person it's addressed to doesn't live here.

Sorry about this, our records may need updating. Please return the envelope marked not at this address, ensuring the envelope is re-sealed.

Alternatively, please get in touch using the contact details at the bottom of this FAQ and we will update our records and do what we can to get this notification to the right customer.

How can I contact you?

You can contact us in any of the following ways. A member of our team will be happy to help you.

Call us: 0800 175 9611. Opening times are Monday to Friday 9am to 5pm.

Email us: fsremediationteam@studio.co.uk

Write to us: Frasers Group Financial Services Limited, Petre Rd, Clayton-le-Moors, Accrington BB5 5JY

What happened, why have I/the account holder been offered/received a refund?

I received a letter/email asking me to confirm my details before you will send my cheque to me why?

How can I send the proof you have asked for?

Why have I been contacted regarding someone who has passed away?

I received a letter/email asking me to confirm I am the personal representative before you will send my cheque to me why?

What will happen if my details have changed? Can you still process my refund cheque?

Can you make my cheque payable to a family member or friend?

Can you send the payment to my bank account?

I am struggling with some of the language in the letter - can you help?

How is my refund calculated?

What is Compound Interest?

Notional Credit Position

Compensatory Interest

I am not happy about this; how can I make a complaint?

This letter came to my address, but the person it's addressed to doesn't live here.

Why haven't I received my cheque yet?

My cheque has expired/I have lost my Cheque.

You mentioned you will be amending my credit file; how long will this take?

You mentioned that my credit account will be closed, can I open a new one?

You have said you are closing my account. What happens with the balance on my account?

How can I contact you?

Frequently asked questions, with answers

What happened, why have I/the account holder been offered/received a refund?

We are committed to ensuring that our conduct is fair and appropriate. Therefore, if a mistake is identified, we will look to put it right and ensure that it doesn't happen again.

Following a review of an account you hold/previously held, we have identified that we made a mistake.

Your letter/email explains the reason why we are issuing a refund, however, if you would like more information, please get in touch using the contact details at the bottom of this FAQ article.

I received a letter/email asking me to confirm my details before you will send my cheque to me why?

We need to make sure we have the most up-to-date information for you so that we can make sure your refund cheque is correctly addressed to you. This avoids unnecessary delays in getting your refund cheque out to you if any of your information has changed

How can I send the proof you have asked for?

You can send copies of your documents via email or post. If you need further help with getting your documents to us, please get in touch using the contact details at the bottom of this FAQ article.

Why have I been contacted regarding someone who has passed away?

Whilst the account holder has passed away, a refund is still owed. Therefore, we have contacted you to identify the personal representative of the late account holder in order to issue a refund.

If you are not the personal representative, but you do know who they are, please could you direct the letter to them.

I received a letter/email asking me to confirm I am the personal representative before you will send my cheque to me why?

We need to make sure we are sending out a cheque to the correct individual which would be the personal representative of the late account holder.

We can confirm this through the personal indemnity form supplied and a copy of the death certificate. You can send this to us via email or by post. Our contact details are at the bottom of this article.

What will happen if my details have changed? Can you still process my refund cheque?

Yes. Once you contact us with your updated details, we will attempt to verify them. If we are unable to do this using the information you have provided, we will aim to contact you to obtain further details within the following 14 days.

Can you make my cheque payable to a family member or friend?

No, as you are the named account holder and to protect your payment from fraud, we will need to make your cheque payable to you.

Can you send the payment to my bank account?

We are sorry, but we are unable to arrange a bank transfer. Your refund will need to be issued by cheque.

I am struggling with some of the language in the letter - can you help?

For further clarity, we have added some additional explanations below for you, if you need any further help, please contact us using the details at the bottom of this FAQ.

How is my refund calculated?

Your refund is made up of interest and/or late payment fees that were charged in relation to the mistake that we made.

Where a refund of interest is due, we have also added any associated Compound Interest.

Where a refund of any late payment fees is due, we have also added any interest charged on those fees.

What is Compound Interest?

Compound Interest is a phrase that is used regularly by banks, especially with regards to savings and debts. It means interest charged on top of interest.

Your usual monthly interest charges when shopping with Studio are calculated using your agreed interest rate as part of the compound interest calculation.

In the case of this refund, we have made sure to fairly recalculate your compound interest within the affected period and factored this into the amount of your refund where it was necessary.

Notional Credit Position

As part of the calculations for your refund, we made sure to identify if your account balance would have been in credit (Notional Credit Position), had this mistake not happened.

If your balance would have been in credit, we have made sure to add further compensatory interest onto the refund amount to compensate you for any lost interest.

Compensatory Interest

Compensatory Interest is the standard rate of interest that can be applied by businesses in the UK in relation to money being owed. This interest is applied at an annual rate of 8%.

Where any refunds of historic interest and fees would mean your balance would have been in credit at the time we applied the charges, we have also added compensatory interest on that credit balance (this is an additional 8% interest).

We are obliged to deduct 20% tax from any compensatory interest applied. If you pay tax at a different rate to the basic rate or if you are a non-UK taxpayer and wish to request a refund from HMRC, please contact us and we will provide you with the exact deducted value.

Please note, the tax deduction is not 20% of your total refund value, compensatory interest will only make up part of your full refund value.

I am not happy about this; how can I make a complaint?

We are sorry you're not happy about this. You can find help on how to record a complaint on this article- How do I make a complaint?

This letter came to my address, but the person it's addressed to doesn't live here.

Sorry about this, our records may need updating. Please return the envelope marked not at this address, ensuring the envelope is still sealed.

Alternatively, please get in touch using the contact details at the bottom of this FAQ and we will update our records and do what we can to get this notification to the right customer.

Why haven't I received my cheque yet?

Once you have confirmed your details, we will aim to issue your cheque within 30 days.

If your cheque hasn't arrived within 30 days of receiving your letter/email, please get in touch use the contact us section at the bottom of the FAQs.

My cheque has expired/I have lost my Cheque.

All cheques will expire within 6-months from the date of issue. If you have misplaced your cheque or find it has expired, please get in touch using the contact details at the bottom of this FAQ.

You mentioned you will be amending my credit file; how long will this take?

Any amendments to your credit file can take up to 30 days.

You mentioned that my credit account will be closed, can I open a new one?

You are welcome to apply for a new credit account at any time. Standard T&CS will apply.

You have said you are closing my account. What happens with the balance on my account?

We wont close the account until your balance is paid off. You will need to continue to pay your contractual payments as usual.

How can I contact you?

You can contact us in any of the following ways. A member of our team will be happy to help you.

Call us: 0800 917 0011. Opening times are Monday to Friday 9am to 5pm.

Email us: fsremediationteam@studio.co.uk

Write to us: Frasers Group Financial Services Limited, Petre Rd, Clayton-le-Moors, Accrington BB5 5JY

You can view your order history, along with the contents of each order, when you login to the site.

After logging in, you'll be able to find your order details by going to your order history. 

We and our delivery partners will also send you emails as your order progresses, including the tracking details, so that you know where your order is and when to expect it.

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 and choose to pay by card, 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.

Please note - Some payment methods are restricted from ordering pre-order items. If you're experiencing an error during checkout, please check you are ordering using a credit or debit card.

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.

If you already have an account number with us, but have never used our website before you will not be able to create an online login at this time.

If you're wanting to place an order with Studio you will be able to checkout by making a card payment for your order. We will not be able to charge an order to your Studio Pay account.

If you're wanting to manage your current Studio Pay account - please continue to use your usual payment options. If you need any help, please check this help centre or you can get in touch with the Studio Pay team directly - How can I contact Studio Pay?

If you have already registered, and are struggling to login please see - I'm having trouble signing into my account online

Sorry to hear you're struggling to login.

If you have a Studio Pay account - please head here ( https://help.studio.co.uk/en/support/solutions/articles/80001078407 ) for help on how to get access to your Studio Pay credit account.

If you have a normal shopping account and are struggling to login with your details, we'd recommend you try resetting your password in the first instance. As long as we have your correct details on file, you'll get an email enabling you to reset your password.

If you cannot reset your password - this may mean that the details on our records are not accurate (eg. email address not spelled correctly). During these circumstances you would need to register as a new user as we are unable to make changes to your online profile, including changing your email address.

You'll need to sign in to your account if you want to place an order, or if you want to check your account and previous order details. If you're trying to sign in, but are being told your details are incorrect, please check the following advice-

Are you struggling on the login page?

You'll need your email address and password to login and the details that you enter will need to fully match our records to get you logged in.

• Please make sure you're using the same email address that you used to log in last time. If you're unsure, this will normally be the same email address where we send updates regarding your orders and account.
• Your password will need to be the same password that you used to login last time. If you use different devices and browsers to access the site, please keep in mind that some of them now offer to save your password for you. If your saved password isn't working, it's probably an old password that has since been changed.
• Please try not to make multiple login attempts. If you do, there's a chance your login will be disabled and you'll be promoted for additional security information. If you're unsure about your details we'd recommend you head straight to the 'forgotten your password page to reset your login. You can see some further guidance on resetting your password below.

Are you struggling on the 'forgot your password' page?

To successfully reset your account, we'll need you to let us know your email address, surname, date of birth and post code. All of these details must match our records to successfully reset your login.

• Please make sure you're using the same email address that you used to log in last time. If you're unsure, this will normally be the same email address where we send updates regarding your orders and account.
• Your surname needs to match your account details, this will be the same as what is usually on your paperwork. If you've changed your surname, please consider if you've let us know about the change of details. We may still have your previous surname on our records.
• Your date of birth needs to match your account details. We'd recommend you take care when selecting the date, month and year and double-check the information before moving on.
• Your post code needs to match your account details and will also be where we usually send your paperwork. If you've changed address since you last logged in, we may still have your old post code on our records. Try to avoid adding any extra spaces when providing your post code.
• Once your password is reset successfully, you'll be sent an email which includes a link to create a new password. This link will only work for a few minutes, so please activate it as soon as you can.

Are you currently registered on the website?

• If you've shopped with us before, but have never registered your account online, you won't yet have a log in. We do not currently have an ability to create an online login for existing Studio Pay customers. You will therefore only be able to place orders using a card payment during checkout.
• If you've registered online before, but have had your online account locked as a result of entering the wrong password information, you'll be prompted to provide additional detail to get your account back online.

If you've checked the above and are still struggling, please get in touch with the Studio Pay team for help with your login - How can I contact Studio Pay?

You can refer to the product page and press deliveries to see what options are available.

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. 

Some items cannot be delivered outside of the UK, if you see an error message saying 'The following products cannot be delivered to the country selected:' whist checking out, then we will not be able to proceed with your order. Please remove the item from your basket.  

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 Services 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. The information you can see and update will depend on the type of account you have-

If you have a Studio Pay credit account - you will be able to update your billing address, phone number, credit limit & statement preferences. To do this, head here. ( https://pay.studio.co.uk/my-account )

For other order-related details, or if you pay in full during checkout - you'll be able to see and update your delivery addresses. Please note, you will not be able to make changes to an order (such as change the address, or add/remove items) after it has been placed.

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

Just head over to My Account to manage you account and password.

To update your Studio Marketing Preferences head over to My Account and under Contact Preferences you'll be able to see your current preferences and make changes to them online.

To update your Studio Pay Marketing Preferences head over to your Studio Pay Account and under Marketing Preferences you'll be able to see you current preferences and make changes to them online. 

Having a pay now 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. If you'd like to do this, please check here - How can I change my marketing preferences?

Important note - If you're trying to remove your online login, or close your Studio Pay credit account, you will need to contact the Studio Pay team so they can help you further. For further information, including the Studio Pay team's contact details please see  - I want to close my Studio Pay credit account ( https://help.studio.co.uk/en/support/solutions/articles/80001078714 )

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 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 Services.

The following definitions are used in these terms:

Customer, you	You, the customer accessing and/or using the Website.
Website	www.studio.co.uk
Seller, us, we	Purchases paid for using a debit/credit card are sold to You by Wareshop2 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 09870840 Registered Location: England VAT Number: GB 231 5087 33). Purchases paid for using a credit product provided by Frasers Group Financial Serviced Limited, such as Studio Pay and Frasers Plus, are sold to You by Wareshop3 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 12299567 Registered Location: England VAT Number: 125688644).
Website Operator	Studio Retail Trading Limited registered address is Unit A, Brook Park East, Shirebrook, NG20 8RY Registered in England Company no. 03994833 VAT no. 125688644
Customer Services	Contact Us

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

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: 

Studio Returns
Unit C
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 (attached to this article) 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) 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.

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 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 of the defective item (but not a refund).

Tier 3 if the repair 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 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 Services.

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.

WEEE Regulations

1. The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
2. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
3. The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
4. Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
5. Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
6. Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
7. We are obligated under these regulations to offer our customers a free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product. To do this, bring the item and proof of purchase to one of our brick and mortar stores such as Sports Direct.
8. For example, if a customer bought a new stopwatch/pedometer from us we would accept their stopwatch/pedometer and prevent it going into landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
9. Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
10. Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from the normal household waste so that they can be recycled.

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.

In addition to the general terms and conditions set out on our website, the following terms and conditions apply to customer who make cash purchases on the website:

Ordering and payments

1. We'll ask for your card details when you place your order online. We accept debit and credit cards from Visa Debit, Visa, MasterCard and Maestro.
2. We will debit your bank or credit card account when you place your order.
3. The goods will be despatched as per the timescales detailed on the product page. If the anticipated date of dispatch changes well let you know as soon as possible.
4. All orders are subject to availability and confirmation of the order price.
5. When placing an order, you undertake that all details you provide to us are true and accurate.
6. As part of our anti-fraud measures an electronic identity and verification search may be undertaken.
7. Your order is accepted and a contract is formed between you and Frasers Group Financial Services Limited, trading as Studio ("Studio", "we", "us" or "our")when we dispatch the goods you have ordered and not before. Until the goods are dispatched the order may not be accepted by Studio. For personalised items, the contract is formed at the point of order.
8. If your order is not accepted we will refund the card used to place your order within 14 days of the order not being accepted.

Cancelling your order

9. With most orders you have the right to cancel and receive a refund at any time before your order is dispatched or up to 14 days after it has been delivered.
10. The right to cancel your order does not apply to goods that are personalised or tailored for you.
11. We cannot issue a refund or cancel your order unless the product has developed a fault within a reasonable time of the delivery or has been delivered damaged.
12. If you cancel the order after it has been delivered you will be responsible for the cost of return postage subject to any free return offers that are in place at that time.
13. Information as to how to cancel your order is available on our website or by telephoning our Customer Services Team.

Refunds

14. Well refund the card you paid with within 14 days of the cancellation of your order (either by us or you) or when you return your items.
15. In the event that we cannot refund your card well send you a cheque.

When you select a product on the Website that will be delivered to you directly by a Brand Partner (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.

Select a Brand Partner:

 3P Enterprise

Brand Partner Returns Address
3P Enterprise Ltd, Unit 5, Plot 8, Forest of Dean Industrial Estate, Stepbridge Road, Coleford, Gloucestershire, GL16 8PJ

 4 Down Distribution

Brand Partner Returns Address
4Down Distribution Ltd, Unit 6 Northridge Business Park, Haywood Way, Hastings, East Sussex, TN35 4PP

Ace Casual

Brand Partner Returns Address
Ace Casual, Bradford Road, Brighouse, HD6 4DJ

Ace Supply Co, The

Brand Partner Returns Address
Warehouse, Unit A3/4 Southmoor, Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD

Activity Superstore

Brand Partner Returns Address
TAS (Studio Returns), Freepost RTZB-RRJT-ULYS, 1st Floor, 41-45 High Street, Saffron Walden, CB10 1AR

Agent Provocateur

Brand Partner Returns Address
Agent Provocateur Returns, C/O Amethyst Group, Lodge Road, Staplehurst, Kent, TN12 0QN

Alan Symonds & Company

Brand Partner Returns Address
Alan Symonds & Company Limited, Westminster House, Bakewell Road, Orton Southgate, Peterborough. PE2 6WA

Allison Baby

Brand Partner Returns Address
Allison Baby UK Ltd, Unit 15-17 Canal View Business, Wheelhouse Road, Rugeley, Staffordshire, WS15 1UY, GB

A-Mir & Co

Brand Partner Returns Address
Amir, Amir House, Taylors Lane, Oldbury, B69 2BN

Arora Design

Brand Partner Returns Address
Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0EB

Aspire Furniture

Brand Partner Returns Address
Aspire Furniture, Units 3 & 4 Modern House, Summer Lane, Barnsley, S70 2NP

Aye Do

Brand Partner Returns Address
13 Murieston Green, Murieston, Livingston, EH54 9EQ

Babymore

Brand Partner Returns Address
Unit C2, Zenith Industrial Estate, Paycocke Road, Basildon, Essex, SS14 3DW

Baker & Taylor

Brand Partner Returns Address
Baker & Taylor UK Ltd, Unit 13 Empire Road, Bicester, OX26 2FL

Beam Furniture

Brand Partner Returns Address
Studio Returns, Beamfeature Distribution, Lidice Road, Goole, DN14 6XL

Benross Marketing

Brand Partner Returns Address
Benross Marketing Ltd 22 Goodlass Road, Liverpool, L24 9HJ 

Bio Synergy

Brand Partner Returns Address
Bio-Synergy Ltd, 469 Finchley Road, London, NW3 6HS

Birlea Furniture

Brand Partner Returns Address
Birlea Furniture Ltd Unit 6a-1 West Meadow Rise, Derby, DE74 2HL

Blue Stem Group

Brand Partner Returns Address
38 Bluestem Road, Ransomes Industrial Estate, Ipswich IP3 9RR

Boxer

Brand Partner Returns Address
Boxer Gifts, Swinnow Lane, Leeds, LS13 4BS

Brakeburn

Brand Partner Returns Address
Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole BH15 3SS

Bunty Pet Products

Brand Partner Returns Address
Unit 1 St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HN

Carte Blanche Greetings

Brand Partner Returns Address
Carte Blanche Greetings Ltd, Unit 3, Chichester Business Park, Tangmere, Chichester, West Sussex, PO20 2FT

Cascade Holdings

Brand Partner Returns Address
Cascade Holdings Ltd, Gorse Mill, Gorse Street, Chadderton, Oldham, OL9 9RJ

Character World

Brand Partner Returns Address
Character World Brands, Unit 1 Oak Green, Stanley Green Business Estate, Cheadle, SK7 6QL

Charles Bentley

Brand Partner Returns Address
Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJ

Chicken Cyclekit

Brand Partner Returns Address
Chicken CycleKit, Unit B2 Cherrycourt Way, Leighton Buzzard, Bedfordshire, LU7 4UH

Clair De Lune

Brand Partner Returns Address
Clair De Lune, Shentonfield Road, Sharston Ind Est, Manchester, M22 4RW

Comfy Living

Brand Partner Returns Address
Comfy Living LTD, Unit 8, Briarwood Business Park, Commerce Way, Highbridge, Somerset, TA9 4AG

Comfy Quilts

Brand Partner Returns Address
Comfy Quilts, Hanson Point, Hanson Close, Middleton, Manchester, M24 2HD 

Crafters Companion

Brand Partner Returns Address
Crafters Companion. St Cuthbert’s Way, Aycliffe Business Park, Newton Aycliffe. DL5 6XW

Create Your World

Brand Partner Returns Address
Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland, Co Durham, DL13 3BF

Croydex

Brand Partner Returns Address
Croydex, Central Way, Andover Hampshire, SP10 5AW, UK

Cube / One Way Bikes

Brand Partner Returns Address
CUBE Store, Dobbies Garden Centre, Bath Rd, Gloucester GL10 3DP

Dezac

Brand Partner Returns Address
The Dezac Group Ltd , Returns Department , Longhope Business Park , Monmouth Road, Longhope , GL17 0QG.

Digitek Trading

Brand Partner Returns Address
Digitek Trading Ltd, (S001 Returns), Unit 3 Rinus Business Park, Darwen, Lancashire, BB3 2QX

Dimension 6 Fitness

Brand Partner Returns Address
Nike Strength- PDS Direct, Halfords Lane units 1-7, West Midlands, B71 4LF

Downland Bedding

Brand Partner Returns Address
Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool, L3 6ER

Dreams 'n' Drapes

Brand Partner Returns Address
JRS Online Returns, Unit 1-2 Cleggs Lane, Industrial Site, Ravenscraig Road, Little Hulton, Manchester M38 9PU

DT Global / Scent Global

Brand Partner Returns Address
Unit 6, Dallas Court, Salford, M50 2GF

Electric Incentive Company, The

Brand Partner Returns Address
RETURNS, Unit 12, Sixth Avenue Business Park, Bluebridge Industrial Estate, Halstead, CO9 2GU

Endura

Brand Partner Returns Address
3P Enterprise Ltd, Unit 5, Plot 8, Forest of Dean Industrial Estate, Stepbridge Road, Coleford, Gloucestershire, GL16 8PJ

EPE International

Brand Partner Returns Address
EPE International Ltd, Belfry House, Roydsdale Way, Bradford, BD4 6SU

Eskuta

Brand Partner Returns Address
Unit 5 Bermuda Innovation Centre, st Davids Way, Nuneaton, CV107SD

Esselle Retail

Brand Partner Returns Address
Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UE

European Merchandising Services

Brand Partner Returns Address
ATL FULFILMENT - Unit 7a Moorland Gate Business Park, Cowling Road Chorley, Lancashire, PR6 9FE

Eurosonic

Brand Partner Returns Address
ESG, Sambro (Goods Out Bay 5)  Dumers Ln, Bury, BL9 9UE

Exposure Lights

Brand Partner Returns Address
Ultimate Sports Engineering, Unit 4 Bury Mill Farm, Pulborough RH20 1NN

Extra UK

Brand Partner Returns Address
Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF

Firelog

Brand Partner Returns Address
Returns Dept at Studio, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA

Fit @ Home

Brand Partner Returns Address
HOMYLIN LIMITED, First Point Business Park, Woodfield Way, Doncaster, DN4 5JP

Fizz Creations

Brand Partner Returns Address
Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA

Gablemere

Brand Partner Returns Address
Gablemere Ltd, Unit 15 / 16 Finepoint Way, Kidderminster, Worcs, DY11 7FB

GAME

Brand Partner Returns Address
To initiate a return, please use the returns portal.

Gardeco

Brand Partner Returns Address
Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QL

Gardiner Bros

Brand Partner Returns Address
Gardiner Bros & Co Unit 4, St Modwen Park, Quedgeley, Gloucester, GL10 3EZ

Gem Order

Brand Partner Returns Address
Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU

Get The Label

Brand Partner Returns Address
Returns Department, GET THE LABEL, 22 Leacroft Road, Birchwood, Warrington, WA3 6PJ

Gift Republic

Brand Partner Returns Address
Unit 1-5 Macrome Road, Wolverhampton, WV6 9HG

Gordon John Textiles

Brand Partner Returns Address
GJT Ltd, Springwell Mill, Church Street, Heckmondwike, WF16 0LF

Graham & Brown

Brand Partner Returns Address
Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NG

Grange Communications

Brand Partner Returns Address
Grange Communications, 22 Great king Street, Edinburgh, EH36QH

Gym Kit UK

Brand Partner Returns Address
GymKit UK, Unit 1, 130 Station Road, Whittlesey, Peterborough, PE7 2EY

Half Moon Bay

Brand Partner Returns Address
Half Moon Bay Ltd, Unit 9 Hercules way, Bower hill Industrial Estate, Melksham, SN12 6TS

High Street TV

Brand Partner Returns Address
High Street TV Corby, PO Box 7903, CORBY, NN17 9HY

Home Curtains UK

Brand Partner Returns Address
Home Curtains, Stoney Street , Sutton in Ashfield, Nottingham, NG17 4GH

HY-PRO

Brand Partner Returns Address
Hy-Pro International Ltd, Unit 3, Holla Park, Houghton Regis, Dunstable, LU5 6TZ

Ickle Bubba

Brand Partner Returns Address
Ickle Bubba, Atlantic House, Swansea, SA7 9FJ.

IGSM

Brand Partner Returns Address
1 Dewar Court, Astmoor, Runcorn, WA71PT

In the Style

Brand Partner Returns Address
Heywood, Charles House, Pilsworth Road, Heywood, OL10 2TA

International Bullion & Metal Brokers

Brand Partner Returns Address
PO Box 64378, London, EC1P 1NE

I-Ride

Brand Partner Returns Address
Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL

J & R Sports

Brand Partner Returns Address
SDMP Customer Service, C/O J & R Sports Limited, Unit 4 Vesty Business Park, Vesty Road, Aintree, Merseyside, L30 1NY

John Cotton Group

Brand Partner Returns Address
John Cotton Group Limited, Low Mill Lane, Ravensthorpe, WF13 3LX

Jon Richard

Brand Partner Returns Address
Jon Richard, Tilson Road, Manchester, M23 9GF

JS International

Brand Partner Returns Address
JS International Ltd, Unit B 3 Regal Way, Watford, WD24 4YJ

JVL

Brand Partner Returns Address
JVL – Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZ 

Kandy Toys

Brand Partner Returns Address
KandyToys (Returns), Hill Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1DR

Kidderminster Footwear

Brand Partner Returns Address
Kidderminster Footwear, New Road, Kidderminster, Worcestershire, DY10 1AL

Kipfold

Brand Partner Returns Address
Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ

Lakeland Fabrics

Brand Partner Returns Address
Lakeland Fabrics Ltd, Sopers, 1-3 Wood St, St Annes, Lancashire, FY8 1QS

Lassic

Brand Partner Returns Address
Returns Department, Lassic Ltd, Dawson Lane, Bradford, BD4 6HN

Leeds Plywood & Doors

Brand Partner Returns Address
LEEDS PLYWOOD & DOORS LTD, Midland Road, Leeds, LS10 2RJ

Levitex

Brand Partner Returns Address
Greenheys, Pencroft Way, Manchester, M15 6JJ

Lifetime Brands

Brand Partner Returns Address
Lifetime Brands Europe Ltd, The Hub, Nobel Way, Birmingham, United Kingdom, B6 7EU

Living & Home

Brand Partner Returns Address
Wenrit Global Ltd, Unit 1-3 Montague House, Mathews Street, Manchester, M12 5BB

Luceco

Brand Partner Returns Address
Luceco UK Ltd, Stafford Park 1, Telford, Shropshire, TF3 3BD

Lucky Dip

Brand Partner Returns Address
Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AX

Mad Group HQ, The

Brand Partner Returns Address
430 Enterprise Way, Vale Park, Evesham, Worcestershire, WR11 1AD

Mashco

Brand Partner Returns Address
Mashco Ltd, 17 Colonial Way, Watford, Hertfordshire WD25 7DU

Melrose Textile

Brand Partner Returns Address
Melrose Interior, Park View Mills, Wibsey Park Avenue, BD6 3QA

Original Metal Sign Company, The

Brand Partner Returns Address
The Original Metal Sign Co, Royd Way, Keighley BD21 3LG

Merloni / Whirlpool / European Appliances

Brand Partner Returns Address
Please contact the Customer Service team for further assistance.

Meroncourt Europe

Brand Partner Returns Address
Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SG

Meyer UK

Brand Partner Returns Address
Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral, CH62 3RH

Modrec International

Brand Partner Returns Address
Modrec International Ltd, Gateway 2, Wesley Way, Benton Square Industrial Estate, Newcastle Upon Tyne, NE12 9TA

Momentum Hyper

Brand Partner Returns Address
RideMinded UK, Alexandra House, 36a Church Street, Chelmsford, Essex, CM2 7HY

MV Sports

Brand Partner Returns Address
3P Enterprise Ltd, Unit 5, Plot 8, Forest of Dean Industrial Estate, Stepbridge Road, Coleford, Gloucestershire, GL16 8PJ

My Babiee

Brand Partner Returns Address
1 St. James Business Park, Henwood Ind. Estate, Henwood, Ashford, TN24 8DH

Nielsen Bainbridge

Brand Partner Returns Address
Nielsen Design Limited 27-30 Tradewinds, Diss Business Park, Diss, Norfolk, IP22 4GT

Nudea

Brand Partner Returns Address
Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ

Obaby

Brand Partner Returns Address
Obaby Limited, Kirton Business Park, Cleatham Road, Kirton in Lindsey, North Lincolnshire, DN21 4JR

Optima Manufacturing Jewellers

Brand Partner Returns Address
Optima Ltd, 124 Hockley Hill, Birmingham, B18 5AN

Oxford Products

Brand Partner Returns Address
Priority Return, Oxford Products Ltd, De Havilland Way, Witney, OX29 0YG

Peers Hardy

Brand Partner Returns Address
Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN

Personalised Memento

Brand Partner Returns Address
Please contact the Customer Service team for further assistance.

Pet Brands

Brand Partner Returns Address
Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QD

Phoenox Textiles

Brand Partner Returns Address
Phoenox Textile Ltd, Spring Grove Mills, Clayton West, Huddersfield, HD8 9HH

Plum Play

Brand Partner Returns Address
Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln, LN1 2YQ

Portmeirion

Brand Partner Returns Address
Portmeirion, PMG UK Returns, Trentham Lakes South, Stanley Matthews Way, Stoke on Trent, Staffordshire, ST4 8GR

Premier Decorations

Brand Partner Returns Address
Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ

Prestige Touch

Brand Partner Returns Address
Linmar House, East Portway Business Park, Andover, SP10 3LU

Product Care Group

Brand Partner Returns Address
Small Appliances: AP Taylor Ltd, 5 Arenson Centre, Arenson Way, Dunstable, Bedfordshire, LU5 5UL

Pure Electric

Brand Partner Returns Address
Unit 2, Cransley Park Way, Kettering, NN14 1EG

Raleigh

Brand Partner Returns Address
FAO Returns Department, Raleigh UK Ltd, 136 Church Street, Eastwood, Nottingham, NG16 3HT

Rapport Home Furnishing

Brand Partner Returns Address
Rapport Home Furnishings Ltd, Unit 23 Cosgrove Way, Luton, LU1 1XL

Rashmian

Brand Partner Returns Address
Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJ

Rayware

Brand Partner Returns Address
Rayware Limited, DD Returns, Mayflower Avenue, Hunts Cross, Liverpool, L24 9BA

Rewards & Gifts

Brand Partner Returns Address
P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT

Ricomex UK

Brand Partner Returns Address
Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS

Riva Home Ltd

Brand Partner Returns Address
Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PS

RKW Electrical

Brand Partner Returns Address
RKW, Sutton House, Berry Hill Road, Fenton, Stoke on Trent, ST4 2NL

Robbie Toys

Brand Partner Returns Address
Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ.

Rock Luggage

Brand Partner Returns Address
24 Wadsworth Road, Greenford, Middlesex, UB6 7JSD

Ryder Imports

Brand Partner Returns Address
Ryder Hub, The Old Wagon Works, Mantle Lane, Coalville, LE67 3DW

S Green & Sons

Brand Partner Returns Address
20 Commercial Rd, London, N18 1TP

SW Living

Brand Partner Returns Address
SW Living Ltd, Asia Mill, Bradford Road, Bolton, BL3 2HE

Sabichi Homewares

Brand Partner Returns Address
Priorswell Road, Worksop S80 2BY

Searchlight Electricals

Brand Partner Returns Address
Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester, M40 2BS

Second Chance 

Brand Partner Returns Address
Units 1 – 4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT

Shankar

Brand Partner Returns Address
Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL

Shire Garden Buildings

Brand Partner Returns Address
Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJ

Silverfish

Brand Partner Returns Address
Units 3a-3c Woodacre Court, Saltash Parkway Industrial Estate, Burraton Road, Saltash, Cornwall, PL12 6L

Sofa.com

Brand Partner Returns Address
Sofa.com, Unit 33-35 Fairview Industrial, Estate, Clayton Road, London, UB3 1AX

Something Different 

Brand Partner Returns Address
Something Different Wholesale, Upper Fforest Way, Enterprise Park, Swansea, SA6 8PJ

Spencer Grace

Brand Partner Returns Address
Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY

Spicers of Hythe

Brand Partner Returns Address
Spicers of Hythe Ltd, Nest Road, Felling, Gateshead, Tyne & Wear, NE10 0ES

Sports Directory

Brand Partner Returns Address
Unit 5, Butterly Avenue, Questor, Dartford, Kent, DA1 1JG

Sweatband.com 

Brand Partner Returns Address
Please contact the Customer Service team for further assistance.

Team Tex

Brand Partner Returns Address
Merkan Transport, 33 Liliput Road, Brackmills, Northampton, NN4 7DT

Tee Zed Products

Brand Partner Returns Address
JAS Contract Logistics, Thurrock Distribution Centre, Unit A Dolphin Park, Dolphin Way, Thurrock, RM19 1NZ

Threadbare

Brand Partner Returns Address
Dimensions, 1 Glenburn Road, East Kilbride, G74 5BA

Transcontinental Snowtime

Brand Partner Returns Address
Trans-Continental Group Ltd, (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE

Treat Republic

Brand Partner Returns Address
FAO Returns, Unit 2, 6 Greycaine Road, Watford, WD24 7GP

Turner Bianca

Brand Partner Returns Address
Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJ

Tyrone Textiles

Brand Partner Returns Address
30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN

Ultimate Home Living

Brand Partner Returns Address
Unit 5, Froxmer Street, Manchester, Gorton, M18 8EF

United Wheels

Brand Partner Returns Address
Please contact the Customer Service team for further assistance.

Unnu

Brand Partner Returns Address
UNNU Ltd, Unit B, Clifton Down Shopping Centre - Basement, Alma Vale Road, Bristol, BS8 2NN

Upgrade Bikes

Brand Partner Returns Address
Upgrade Bikes, AB Star Road, Partridge, Green, West Sussex, RH13 8RA

Valbonne Lingerie / Cintamani

Brand Partner Returns Address
54/56 Stocks Street , Cheetham Hill , Manchester M8 8QJ

Vantona Home

Brand Partner Returns Address
Unit 8a, Newby Road, Hazel Grove, Stockport SK7 5DA

Velo Brands

Brand Partner Returns Address
VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF

Virginia Hayward

Brand Partner Returns Address
Please contact the Customer Service team for further assistance. 

Weeride

Brand Partner Returns Address
WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD

Weybury Hildreth

Brand Partner Returns Address
Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ

Where's That From

Brand Partner Returns Address
1A Kent Street, Salford, M7 1UH

Widdop Bingham & Co

Brand Partner Returns Address
Widdop & Co, Broadgate, Broadway Business Park, Chadderton, OL9 9X

Wilton Bradley

Brand Partner Returns Address
Frasers Returns, Wilton Bradley Ltd, Brooke House, Sabre Close, Heathfield Industrial Estate, Devon, TQ12 6TW

You Garden

Brand Partner Returns Address
You Garden RETURNS,  Long Lane Nursery, Long Lane, Gedney Hill, Spalding, PE12 0PP

Zyro Fisher

Brand Partner Returns Address
Zyro Fisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR

We occasionally have offers, promotions or competitions running on our Website. 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 (other brand) 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.

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.

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).

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.

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 reconfirming 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.

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.

Studio is an established and reputable multi-channel business that has been in operation for over 60 years. It has developed from its humble beginnings in 1962 when it specialised in the provision of predominantly paper products sold through a mail order catalogue.

Studio now provides an extensive product offering, and the website now include a wide variety of goods including cards and wrap, innovative gifts, gadgets, Christmas decorations, books, jewellery, toys, confectionery, household, garden & outdoor and electrical goods. Other areas of expertise include the provision of hundreds of exclusive products that can be personalised at no extra charge.

Studio also offers discounted clothing and footwear including top brand names such as adidas, Nike, K Swiss, Timberland, Skechers, Regatta, Converse, UGG, CrossHatch, Voi, Lyle & Scott, Jack & Jones, Firetrap, Vans, Diesel, EA7 / Emporio Armani and Puma to name but a few!

We have also developed our own fabulous range of branded clothing. You will find these items offer fantastic value for money - high street fashion at a fraction of the cost.

The Christmas period continues to be an important time for the business, with a large proportion of customers' demand being seen over the second half of the year, when the call for the substantial range of Christmas related product is particularly high. However, the product offer has developed significantly over recent years, and has been expanded substantially to offer an ever-increasing range of items all year round.

Our website, Studio, has seen huge growth in recent years offering over 40,000 items online, and far exceeds that seen in our paper publications. In addition, customers can shop on any mobile device through a fully-optimised site for mobile and tablet.

If you are not yet a Studio customer and would like to shop, please visit our homepage.

Studio is a trading name of Studio Retail Trading Limited (Company no. 03994833), which is an introducer of credit not a lender. Registered address: Unit A, Brook Park East, Shirebrook, NG20 8RY. Frasers Plus and Studio Pay are credit products provided by Frasers Group Financial Services Limited (Registered Company no. 00718151) which is authorised and regulated by the Financial Conduct Authority (FRN 311908) for consumer credit and general insurance and a member of the Finance and Leasing Association. Registered address: Express House, Petre Road, Clayton Business Park, Accrington, Lancashire, BB5 5JB.

For regulated payment services, Frasers Group Financial Services Limited is a payment agent of Transact Payments Limited, a company authorised and regulated by the Gibraltar Financial Services Commission as an electronic money institution. Transact Payments Limited, a company incorporated in Gibraltar (No 108217). Registered address 6.20 World Trade Center, 6 Bayside Road, Gibraltar, GX11 1AA.

(i) The contents of this site are the property of Frasers Group Financial Services Limited, trading as Studio, or its suppliers, and are protected by UK and International copyright laws. These contents include but are not limited to the following: web site design, graphics, text, visual clips, audio clips, logos and button icons, including the selection and arrangement thereof.

(ii) Portions of this website may be copied electronically or printed in hard copy for the purpose of placing an order with studio.co.uk. Any other use of this website, without our prior written permission is strictly prohibited. All other uses are banned. ALL RIGHTS RESERVED.

(i) This website is provided on an "as is" basis, any warranties are excluded to the fullest extent permitted by English law.

(ii) We make no representations or warranties of any kind, express or implied, with respect to this website or the information, content, materials or products contained within it, including but not limited to warranties of merchantability and fitness for purpose.

(iii) We do not represent or warrant that the information contained within this website is accurate, complete or current. Prices and availability of products are subject to change without notice.

Think your parcel is lost? Here's what to do

Online tracking

If you have an online account with us and we hold your email address, you'll get an email notifying you when your parcel is dispatched. If you aren't yet registered online, you can do so here.

Once your parcels on the move, you can track it via My Account. This tracking will be updated when your parcel is delivered. Please contact us as soon as possible if you think this tracking information is wrong.

If you can't track your parcel online, please allow 5 days from the advised delivery date before reporting your parcel as lost, this allows our delivery partners time to deliver your parcel.

Check your home before you contact us

To save a bit of time, make sure you've checked around your property, in any hidden spaces your parcel could have been put and with any neighbours it may have been left with before reporting your missing parcel.

If the courier has left a card, please take a look at their parcel tracking as they may be due to reattempt your delivery.

When you can and can't claim

If you believe your parcel is lost, you must let us know as soon as possible (after the 5 days from the advised delivery date, and no later than 30 days after despatch). Sorry, but any claim made over 30 days after the despatch date won't be accepted.

To make a claim, you must be the account holder, or someone given permission by the account holder to speak on their behalf; you can't just ring for anyone.

Sadly, we can't accept a claim if you've contacted the courier and requested the parcel to be left in a safe place or at a different address.

We aim to resolve all lost parcel claims within 30 days of being notified and will keep you informed of any progress.

We may also contact you if we need any more information to help track down your parcel.

Security is important to us.

Your browser will go into secure mode as soon as you click to go into the Checkout or before you enter any personal details. You can usually identify if you are shopping in a secure site by looking for a padlock or key icon in your browsers address bar.

We only accept orders that are placed using Secure Socket Layer (SSL). This technology prevents you from inadvertently revealing personal information using an unsecure connection.

For details on how we handle your data please see our Privacy Notice.

If you have any further questions or concerns regarding security, please contact us.

If you need to get in touch with Customer Service, please click on the contact us option from the menu, to get started.

Our regular opening times are as follows:

Monday - Friday 8 am – 8 pm (GMT/BST)
Saturday & Sunday 9 am – 6 pm (GMT/BST)
If you need to get in touch with Customer Service, please click on the contact us option from the menu, to get started.

We aim to make shopping with Studio quick and easy, but appreciate that sometimes you may need a little help. Our help and contact options are listed below:

My Account

When you're logged into your Studio account online, you'll be able to see your orders. We'll also keep you up to date with email updates.

Help Centre Articles

There are many answers to common customer queries in this help centre. To check the available content you can either browse the menu's or use the search feature at the bottom of this page. Whichever works best for you!

Contact Customer Services

Alternatively, if you can't find the help you need from the options above, you could get in touch with our Customer Services team. You'll just need to click 'Contact Us' on the menu, and follow the steps on screen to get started. For most queries, our available contact options are:-

• Chat - Available during our standard business hours
• Email - Available 24/7, we'll reply to your message as soon as we can during our standard business hours.

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.

PEGI RATING	DESCRIPTION
	The content of games with a PEGI 3 rating is considered suitable for all age groups. The game should not contain any sounds or pictures that are likely to frighten young children. A very mild form of violence (in a comical context or a childlike setting) is acceptable. No bad language should be heard.
	Game content with scenes or sounds that can possibly be frightening to younger children should fall in this category. Very mild forms of violence (implied, non-detailed, or non-realistic violence) are acceptable for a game with a PEGI 7 rating.
	Video games that show violence of a slightly more graphic nature towards fantasy characters or non-realistic violence towards human-like characters would fall in this age category. Sexual innuendo or sexual posturing can be present, while any bad language in this category must be mild.
	This rating is applied once the depiction of violence (or sexual activity) reaches a stage that looks the same as would be expected in real life. The use of bad language in games with a PEGI 16 rating can be more extreme, while the use of tobacco, alcohol or illegal drugs can also be present.
	The adult classification is applied when the level of violence reaches a stage where it becomes a depiction of gross violence, apparently motiveless killing, or violence towards defenseless characters. The glamorisation of the use of illegal drugs and of the simulation of gambling, and explicit sexual activity should also fall into this age category.
	In addition to the numerical PEGI ratings, you will also see the "Parental Guidance Recommended" rating for some non-game apps, introduced by PEGI for storefronts that use IARC. This serves as a warning that these apps can offer a broad variety of user generated or curated content. Typically, this applies to products such as Facebook, Twitter or YouTube.

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.

CONTENT DESCRIPTOR	DESCRIPTION
Violence	The game contains depictions of violence. In games rated PEGI 7 this can only be non-realistic or non-detailed violence. Games rated PEGI 12 can include violence in a fantasy environment or non-realistic violence towards human-like characters, whereas games rated PEGI 16 or 18 have increasingly more realistic-looking violence.
Bad Language	The game contains bad language. This descriptor can be found on games with a PEGI 12 (mild swearing), PEGI 16 (e.g. sexual expletives or blasphemy) or PEGI 18 rating (e.g. sexual expletives or blasphemy).
Fear/Horror	This descriptor may appear as 'Fear' on games with a PEGI 7 if it contains pictures or sounds that may be frightening or scary to young children, or as 'Horror' on higher-rated games that contain moderate (PEGI 12) or intense and sustained (PEGI 16) horror sequences or disturbing images (not necessarily including violent content).
Sex/Nudity	This content descriptor can accompany a PEGI 12 rating if the game includes sexual posturing or innuendo, a PEGI 16 rating if there is erotic nudity or sexual intercourse without visible genitals or a PEGI 18 rating if there is explicit sexual activity in the game. Depictions of nudity in a non-sexual context do not require a specific age rating, and this descriptor would not be necessary.
Drugs	The game refers to or depicts the use of illegal drugs, alcohol or tobacco. Games with this content descriptor are always PEGI 16 or PEGI 18.
Gambling	The game contains elements that encourage or teach gambling. These simulations of gambling refer to games of chance that are normally carried out in casinos or gambling halls. Some older titles can be found with PEGI 12 or PEGI 16, but PEGI changed the criteria for this classification in 2020, which made that new games with this sort of content are always PEGI 18.
Discrimination	The game contains depictions of ethnic, religious, nationalistic or other stereotypes likely to encourage hatred. This content is always restricted to a PEGI 18 rating (and likely to infringe national criminal laws).
In-Game Purchases	The game offers players the option to purchase digital goods or services with real-world currency. Such purchases include additional content (bonus levels, outfits, surprise items, music), but also upgrades (e.g. to disable ads), subscriptions to updates, virtual coins and other forms of in-game currency.
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.
Paid Random Items	This content descriptor is sometimes accompanied by an additional notice if the in-game purchases include random items (like loot boxes or card packs). Paid random items comprise all in-game offers where players don't know exactly what they are getting prior to the purchase. They can be purchased directly with real money and/or exchanged for an in-game virtual currency. Depending on the game, these items may be purely cosmetic or they may have functional value.  The notice is always displayed underneath or near the age label and content descriptors.

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.

This privacy notice was last updated 29th November 2024
Studio - 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 Studio, our App (being any app operated by Studio 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 Studio Retail Trading Limited, whose registered address is Unit A, Brook Park East, Shirebrook, NG20 8RY.

Studio Retail Trading Limited is the data controller in respect of information collected when you browse this Website and the App and purchase our products.

If you have any queries regarding our use of your personal information or this privacy policy, you can write to Data Protection: Unit A, Brook Park East, 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 emails, 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 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 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 the Police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information or any other information we obtain about you, we are entitled do so.

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 information 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 information to these websites.

Where we store your personal data

The information 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:

Right of Access This is commonly referred to as a Subject Access request or ‘SAR’.	The right to be provided with a copy of your personal data and to certain other supplementary information that this Privacy Policy is already designed to address.
Right to Rectification	The right to have inaccurate personal data rectified e.g., if you consider that your personal data is incorrect, out of date or incomplete.
Right to Erasure This right is also known as ‘the Right to be Forgotten’.	The right to require us to delete your personal data. This right is not absolute and only applies in certain circumstances.
Right to Restrict Processing	The right to restrict the processing of your personal data where you may have a particular reason for wanting the restriction. This right is not absolute and only applies in certain circumstances.
Right to Data Portability	The right to receive personal data that you have provided to us in a structured, commonly used, and machine-readable format. It also gives you the right to request that we transmit this data directly to another data controller.
Right to Object	The right to object to the processing of your personal data at any time. This effectively allows you to stop or prevent us from processing your personal data. The right to object only applies in certain circumstances. You have the absolute right to object to the processing of your personal data if it is for direct marketing purposes (refer to section below).
Rights related to automated decision-making including profiling	The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.
Your right to withdraw consent	Where you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent

If you would like to exercise any of these rights, please write to the Data Protection Team, Unit A, Brook Park East, 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, 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.

Cookie Policy

To access our Cookie Policy please click on the following link: Cookies, Tracking Beacons and Pixels

What are cookies, local storage, tracking beacons and pixels?

When you visit pages on our website, your web browser will store small text files on your computer, smart phone device, etc. known as cookies, or other times in local storage (also known as DOM storage). These files are used to store information about your visit to the site.

Our website also uses tracking beacons / pixels. These are very small parts of the web page which work with cookies and local storage to share information with our business affiliates and analytical partners.

First party cookies - created and used by our website, and some business affiliates and analytical partners.

Third party cookies - created and used by our business affiliates and analytical partners from within our site.

Session cookies - only last during your visit to our site. They are deleted when your browser is closed. An example is for maintaining shopping basket content during your visit.

Permanent cookies -stored on your device after your visit. They are deleted when you delete cookies, or after their "expiry" date, which may vary from a few days to months depending on the usefulness of their information. An example is for retrieving your shopping basket from a recent site visit.

"Flash cookies" - used to store similar information, but are not affected by the cookie settings on your web browser. We do not use Flash cookies.

Local storage -used to store similar information as cookies. Like cookies, this may be session or 'permanent'. Similar to session cookies, session local storage is deleted when you close your browser. 'Permanent' local storage is deleted in various ways depending on your browser.

Why use cookies and tracking?

These help your site visit to run smoothly (e.g. remembering your shopping basket and account sign-in status), and help us understand how the website is performing. They also enable us and our business partners to carry out and measure the success of marketing campaigns, and place more relevant advertisements for our goods and services here and on other websites you visit.

What cookies and information is used, and by whom?

Please note - neither Studio nor our third parties store any sensitive information using cookies or local storage. Stored and tracked data is anonymous in most cases and wherever practical. In rare cases where we do store data identified to you, this information is minimal and non-sensitive.

First party or third party	Cookie / local storage details
Studio	Server session; shopping basket from previous visit; referring journey source; offer code; internal site tracking, conversion etc.; account signed-in status; page layout preference; recently viewed products; privacy preferences;
Affiliate Window	Ad tracking, allowing our affiliate partners to measure click through to ordering, so we can pay commission fees. Full details about AWin tracking.
Airship	Analytical data around notification interaction
Bazaar Voice	Analytical data around product reviews
Bing	Ad campaign tracking
Contentsquare	Anonymised analytical data for site performance analysis
Criteo	Site usage for behavioural / tailored ad campaign tracking. May add a number of other third party tracking cookies from time to time.
Eggplant	Analytical data for site performance analysis (no cookie)
Facebook	'Like' and 'Share' functionality, ad campaign tracking.
Google	Analytical data for site usage and performance; behavioural / tailored ad campaign tracking; For more information on the use of Google Analytics, please see:  Google's Privacy & Terms  Safeguarding your data
iSite	Product video usage
Livechat	Customer Service chat functionality and usage across the site
Pinterest	Pinterest share functionality
Qubit	Analytical data for site usage, performance and tailored content tracking
Salesforce	Marketing email tracking; behavioural / tailored ad campaign tracking; customer relationship management
Trustpilot	Analytical data around service reviews
Twitter	Share tweet
WebLoyalty	Affiliate campaign tracking
YouTube	Analytical data around usage of product or other information videos

How do I control cookies and local storage?

All web browsers have settings to control whether or not you accept cookies and local storage. You can manage how we use cookies when you are on our website. If you're an existing customer, please login into your account, select the Change Your Personal Details link from the left hand menu and select the fair processing notice link at the bottom of the page. If you do not have an account with us, please clear your browser cookies. On your next visit to Studio, you will be prompted with our cookies prompt with the option to update your privacy preferences.

For the best browsing experience on our website, we recommend you allow / enable all cookies (first party and third party) and local storage. Please note: if you disable first party session cookies, our site will become unusable (no other cookies are essential to your visit). If cookie permissions are allowed / enabled by your browser settings when using the site, we take this as your permission to use cookies as detailed in this policy.

For more information about cookies and how to control which cookies you allow, visit www.allaboutcookies.org.

More information about tracking, behavioural / tailored advertising, and your choices to opt in or out, is available on the following websites: www.youronlinechoices.com/uk/, optout.aboutads.info and www.ghostery.com.

We realise how important it is to securely store any information that you provide. We ensure that adequate technical and organisational measures are in place to protect the security of your personal data.

Our website uses industry standard security software (SSL) to protect online transactions. However, the transmission of information via the internet can never be completely secure.

With our Black Friday promotion you can receive a Black Friday voucher to spend on future purchases by placing a qualifying order.  

You must use the same email address/account when placing a qualifying order. 

There is a limit on the amount of vouchers you can qualify for (please see the Terms & Conditions for further details). 

There are no brand exclusions and the spend can be inclusive of full price and/or sale items. 

Qualifying spend does not apply to: 

• Orders placed before or after the Promotion Period 
• Pre-order items  
• The full value of any purchase made using another promotion or discount code (e.g where a product is subject to a buy one get one free offer or discounted, only the amount paid will be included in the Qualified Spend)  
• The value of any gift card, voucher or credit note  
• The purchase of any gift card  
• Delivery charges 

If items from a qualifying order are cancelled for a reason not requested by you this does not affect your eligibility. However, if a cancelation is requested by you, this will affect your eligibility. 

The promotion will run from 21st November 2025 until 11:59pm 4th December 2025. 

The full terms and conditions for the Black Friday promotion can be found on our website. 

For Online Orders: 

Here is what to expect after placing your order…  

If you paid using Frasers Plus 

1. From the 8th December 2025, we will automatically assess your order to confirm if it qualifies for the promotion. 
2. We will send a further email to you at that time to confirm if you qualified. 
3. If you do qualify, you can expect to receive your Black Friday Voucher email from Monday 8th December 2025 (please allow up to 7 working days from the date of order dispatch/ collection). 

If you paid using any other payment method (not Frasers Plus) 

1. From the 5th January 2026, we will automatically assess your order to confirm if it qualifies for the promotion. 
2. We will send a further email to you at that time to confirm if you qualified. 
3. If you do qualify, you can expect to receive your Black Friday Voucher email from Monday 5th January 2026 (please allow up to 7 working days from the date of order dispatch/ collection). 

Please note the Black Friday promotion is assessed automatically. Our Customer Service team will not be able to confirm your eligibility or speed the process up for you. We appreciate your patience. 

For In-Store Orders:  

You'll receive a physical Black Friday voucher at the till when you place your order. Please keep this voucher safe as we cannot replace lost vouchers. 

Your Black Friday voucher can be redeemed when shopping online or in-Store from the activation date which will be printed on your voucher receipt: 

You paid using Frasers Plus – Voucher active from 8th December 2025, and it will remain valid for two years.  

You paid using any other payment method (not Frasers Plus) – Voucher active from 5th January 2026, and it will remain valid for two years.

If you’re unsure if your order qualifies, please go ahead and check that your order meets the following criteria- 

• Your order was placed between 00:01 (GMT) 21st November 2025 and 23:59 (GMT) 4th December 2025, with a total above the qualifying amount (see Terms & Conditions).  
• Pre-order items are excluded from the qualifying total. If your order includes any pre-order products, their value will not count towards the promotion total. 
• The qualifying order total must reflect the payable amount for goods only; delivery charge, discount codes, gift card values, and similar deductions do not apply. 
• You have not exceeded the maximum number of vouchers allowed during this promotion (see Terms & Conditions). If you've placed multiple orders throughout the promotion, all spend during the period will accumulate towards the vouchers limit. 

All Vouchers are valid from the activation date, for two years. 

The full terms and conditions for the Black Friday promotion can be found on our website. 

Please note the Black Friday promotion is assessed automatically. Our Customer Service team will not be able to confirm your eligibility or speed the process up for you. We appreciate your patience. 

The date the voucher can be used will depend on the payment method you used for your order. 

• If you paid using Frasers Plus – Voucher active from 8th December 2025, and it will remain valid for two years.  
• If you paid using any other payment method (not Frasers Plus) – Voucher active from 5th January 2026, and it will remain valid for two years.  

You can redeem your voucher when shopping online or in-store. 

If an order qualifies for a Black Friday voucher and one or more products within that order are later returned, the voucher will be cancelled should the total spend lower your qualifying spend. 

If the voucher is used ahead of any items being returned, at the time your return is processed in our warehouse the value of the used voucher will be deducted from any refund amount relating to such return.