Contact us
Delivery Options

Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.

Please refer to the checkout for the most up to date information on delivery options.

Delivery Option

Order Before

Delivery Times

Cost (£GBP)

Standard Delivery

23:59

3 to 14 Days

4.99

Express Delivery21:0048 Hours7.99
Next Day Delivery 21:00Next Day9.99
Next Day Delivery by DPD21:00Next Day11.99
Oversized Delivery (Light & Large by Evri)23:593 to 7 Days
9.99
Oversized Delivery23:593 to 14 Working Days19.99
2 Man Delivery 23:593 to 14 Working Days39.99

Bank / Public holidays are not included.

Still need to contact us
Why is my order not showing in My Account?

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. 

Still need to contact us
Where is my order?

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
Tracking delivery

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

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

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

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

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
My Evri tracking shows as we're expecting it - what does this mean?

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 Services team so we can help you further.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
What will happen if I am not in when the parcel is delivered?

For most deliveries the carrier will give you advanced notice by sending you email or text messages, keeping you updated as your parcel makes it's way to you. This also includes sending you an estimated delivery timeslot in many cases so you can arrange for someone to be home.

When delivering any of our standard items, if you're not in the courier will usually attempt to leave the parcel with a neighbour or in a secure location and they'll let you know (by email or leaving a card through your post box). 

If there is nowhere safe to leave your parcel, they'll let you know they've attempted delivery & will try again, usually on the next day.

If your order is for heavy or large items (think large furniture or appliances) the courier will send you a message in advance to schedule the delivery.

Still need to contact us
Can my order be delivered to a different address?

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.

Still need to contact us
My parcel shows as delivered, but I've not received it

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 Services and we'll be happy to help you.

Still need to contact us
Recommended
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
EXTRA20 - Why is my discount not showing

If you selected an item from the Outlet category but are not seeing the expected discount during checkout. 

Sadly, that item will not qualify for the promotion.

Still need to contact us
Payment issues when ordering

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
Facebook

Message us on Facebook. We will reply as soon as possible.

Facebook
Studio Pay - I'm seeing an error asking for a valid mobile number

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?

Still need to contact us
Can I change my order?

Once an order is placed we're unable to change any of the details (adding/removing products, or changing the address). Any required changes would need to be done by placing separate orders.

  • If you are looking to add a further item to your order - we recommend that you add it onto a future order, doing so will save on the postage costs which are charged for each new order.
  • If you are wanting to cancel an item from an order you've already placed - we're unable to stop the order before it is shipped. Please check the How do I return my item? article to understand how to return an item once it's been received.
Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
My item has developed a fault

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

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

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
I'm missing an item from my order

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
I've received the wrong item

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
My item is incomplete or missing parts

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
Size Guide


Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
Extended Christmas Returns Policy

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

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

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.

Still need to contact us
How do I return my item?

To return items ordered from Studio; all items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return. For yours and our safety; if your items are glassware or crockery, please email pictures to us and don't send anything back until we've been in contact with you.

  1. Securely repack your items and include a completed returns form inside your parcel. You can find the returns form attached to this article.
  2. On the outside of your parcel, address your return to the correct returns address.
    • Items that were shipped from a Brand Partner: Check Returns - Bought from a brand partner for the returns address & instructions - This information should've also been included inside your parcel.
    • Items that were shipped from our warehouse: Address your parcel to-
      Studio Returns
      Unit C,
      Brook Park East,
      Shirebrook.
      NG20 8RY
  3. Send your parcel back using your preferred carrier or postal service - please note, postage will be payable. We do not offer a free returns service for unwanted items.
  4. For peace of mind, we encourage you to keep a receipt as proof of your return.

Please allow 14 days from the date of return for this to be credited back to your original payment method.

RETURNS POLICY OVERVIEW

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

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
Have you received my returned item?

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
My parcel hasn't been picked up by Evri yet

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.
Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
When will I receive a refund?

The time may differ depending on the refund reason.

For returns - we try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. 

For item cancellations - the refund is normally issued at the point of cancellation.

You'll receive a confirmation email when a refund is being issued. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the processes with your payment provider.

At certain times of the year, the process time will be longer, such as around Christmas and bank holidays.

If you've received confirmation you've been refunded & have allowed the above timescales but haven't yet seen that amount go back to your payment method, please contact our Customer Services team. It'll speed things along if you let us know the amount, payment method and circumstances so we can investigate it further.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
How will I receive a refund?

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.

Still need to contact us
My item has the wrong personalisation

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
What is Frasers Plus?

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

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

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

Complaints about your Frasers Plus account

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

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

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

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. 

Still need to contact us
Your Account Explained

What do I need to do to get an account?

Simply place your order and apply for a Studio Pay Credit Account at the checkout. Don't worry, this will be quick and easy, you just need to enter a few personal details and we'll do the rest. We will perform some checks and tell you straight away if you can have your Studio Pay Credit Account.

How does it work?

We will give you a credit limit subject to the checks we run. Once we have despatched your order, we will issue a statement that will include information about your account. Don't worry, we will keep you informed about your credit limit, orders and payments.

What do I need to do?

Once we have issued your statement, you can choose to pay the minimum amount, the balance or any amount in between - handy for expensive purchases or when money is tight - Representative 39.9% APR variable. If you only make the minimum payment it will take longer and cost more to repay the balance.

What else do I need to know?

When you apply for your Studio Pay Credit Account we will perform checks that will be visible to other lenders on your credit file. Your credit file will also show how you manage your account with us, for example it will show if you missed a payment. If you choose to spread your payments, we will charge interest from the date the goods are sent. It is important to pay on time as we will charge £12 if a payment for at least the minimum amount does not reach your account in time. Learn more about Your Studio Pay Credit Account in our Help Section.

Still need to contact us
Interest Explained

What is Interest?

Interest is charged when you choose to spread the cost of your shopping. You will see the interest charge on your statement and we also show you what your interest charge is likely to be on your next statement.

We calculate your interest each day and add it to your balance when we prepare your monthly statement. By calculating the interest each day we make sure that whenever your balance changes we only charge you interest on what you owe on that day. For example when we receive a payment that reduces your balance the amount of interest charged will also reduce from that day onwards.

How does interest work with different plans?

We think it is important you understand how interest will be charged on your Studio Pay Credit Account along with any other credit options like Buy Now Pay Later and Interest Saver. This will make sure there are no unwanted surprises and you know what you are opting in to.

If you have opted for a Buy Now Pay Later or Interest Saver plan and do not pay it in full by the time it expires, we will back date the interest to when the order was added to your account, but will take into account any payments you have made to your plan.

If you want to read about this in more detail please see Your Studio Pay Credit Account in our Help Section.

What can I do to reduce interest?

Here are some easy ways to reduce how much interest you pay:

  • Pay as much as you as you can reasonably afford each month.
  • Pay your statement as quickly as you can after you receive it.
  • If you have opted for a plan such as Buy Now Pay Later or Interest Saver - keep an eye on the expiry dates because interest will be charged if the plan expires before you have paid it off.

Alternatively, you can watch the video below:

Still need to contact us
What is the APR?

For new credit customers the APR is representative 39.9% variable.

Still need to contact us
Can my credit limit be increased/decreased?

Credit limits are reviewed each month and will automatically increase or decrease depending on factors such as payment history, order values and order frequency.

If you wish to place an order that exceeds your current available credit you will need to make a payment for the difference before we can process the order.

You can also request a credit limit to be decreased using My Account or by contacting the Financial Services team stating the amount you would like to reduce it to. Please note that this does not guarantee the amount will always be available to you, however we will ensure that your credit limit never goes above this figure.

You can check the My Account section of our website to request an adjustment to your credit limit. Alternatively you can contact our Financial Services team by using the contact details below.

Still need to contact us
Your Statement Explained

One

Account Number
Your account number is always shown here - you'll need this if you give us a call, write to us or want to log into your account online.

Two

Summary
Your 'summary' provides key information about your account including your balance, minimum payment and your payment due date.

Information Panel
We use this space to provide you with important information about your account including any changes to your credit limit, payment plans coming to an end or new ways to pay.

Bank Giro Credit Form
You can use this bank giro credit form when you want to pay over the counter in a bank, building society or at a post office.

Date
This is the date of a credit, charge or in the case of an order its despatch date and for payments it is the day we received it.

Three

Description
This is a short summary of the type of transaction.

Credits
Credits include any items you have returned or payments we have received.

Charges
Charges include any orders placed, interest charges, account protection or any other fees.

Estimated Interest
We are required to give you an estimate of how much interest you might be charged on your next statement. The amount assumes you pay the minimum payment and you don't make any other purchases.

Your Payment Plans
This section gives you a summary of the payment plans you have - including BNPL and Interest Saver. You can see the original order value, how much you have left to pay and the date that the plan expires. The Monthly Payment shown is included in the Minimum payment show in Your Summary.


Still need to contact us
How To Make Payments

Payment Methods

We offer a choice of payment methods to make it easy for you to pay; simply choose the method that suits you best from the available payment methods shown on your statement and allow sufficient time for it to reach us. Please only use one of the methods shown to avoid unwanted delays or payments going missing.

Paying by Direct Debit

A Direct Debit ensures your minimum payment is always paid on time and you are not worried about missing payments. Your Direct Debit can be used to pay your minimum payment, your full account balance or a fixed amount in between. 

You can set one up by getting in touch with our Studio Pay team on 0371 376 5680

Please do not set up a standing order or online transfer from your bank account as your payments could be delayed or fail to be allocated to your account.

Paying on the website

This is the easiest way to make a payment. Just log into "My Account", select "Make a card payment" and complete your payment details using your debit or credit card. Remember to allow up to 48 hours for your payment to show on your Studio account. If you choose the Pay Now option, you can simply pay the full cost of an order immediately by a credit or debit card. Please note that you’ll be unable to access “My Account” outside of the UK, so please make your payment prior to leaving the UK or via one of the other payment methods shown below.

Paying by phone

You can call us on 0371 376 5680, the secure automated payment option is available 24/7. You'll need to confirm your card number, expiry date, card verification number and the last 3 digits on the signature strip on the back of your card.

Remember to allow up to 48 hours for your payment to show on your account. If you choose the Pay Now option, you can simply pay the full cost of an order immediately by a credit or debit card.

Paying at the bank

With every paper statement we send we'll attach a Bank Giro Slip. You can pay over the counter in a bank branch using your bank giro slip ensuring your Studio account number is quoted on the slip. The cashier will stamp both parts A and B of the Giro. Keep part B as proof of payment. Some banks may make a charge if you pay anywhere except a branch of your own bank or Barclays. 

Please allow up to 5 days for your payment to show on your Studio account. If you need us to send you a Bank Giro Slip, please get in touch with our Financial Services team using the contact details below.

Paying by cheque or postal order

With every paper statement we send we'll attach a Bank Giro Slip. Complete your Giro Slip and send it with a cheque or postal order to Studio Pay, Preston, PR0 2AL. You must write your account number and your name and address on the reverse of all cheques / postal orders. 

Please do not send cash in the post. We cannot be held responsible for payments lost in the post. Please allow up to 7 days for your payment to show on your account. 

If you need us to send you a Bank Giro Slip, please get in touch with us using the contact details below.

Still need to contact us
Can I change my payment due date?

Under certain circumstances you may be able to change your payment due date, please contact our Financial Services team to discuss -

We will issue a statement each month showing your outstanding balance and the minimum payment details. Many of our customers prefer to manage their account activity online by logging in to My Account and clicking View Statements.

If you find you are unable to make your payment by the due date, please don't hesitate to contact our Financial Services team so that we can assist you at the earliest opportunity. If you are experiencing any financial difficulties you can also check our Financial Help page with further help & information.

* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.

Still need to contact us
Can I switch to paperless billing?

Yes, you can manage how you receive your statements by signing in to My Account, selecting 'Go Paperless' and then choosing your preference.

If you'd prefer to stick with paper statements for now, that's fine. We just want to give you a heads up that as part of our commitment to the environment we aim to introduce paperless statements to all of our customers. Don't worry, we'll let you know by email if any changes are made to how we send statements to you. You'll also always have the option to change your preference in My Account if needed.

Still need to contact us
Have you received my payment?

Your payment records can be seen when logging into My Account and selecting the Account Summary option.

If your payment is not showing yet, please ensure that you have allowed sufficient time for the payment to have been processed: -

  • Card Payments- please allow 48 hours.
  • Cheque- please allow 7 days.
  • Postal Order or Cash sent directly to us- please allow 14 days.

If you chose to pay by debit or credit card when you placed your order, a long payment transaction reference would have been displayed or provided to you once your payment had been taken.

If we have your email address, we will also send you an email confirming that we have received your payment.

If, after allowing sufficient time, the payment is still not showing, please check with your bank/card issuer to identify if the payment has been taken before contacting us.

Internet/Telephone Banking- We are unable to process payments made by this method and as a result it can take up to 6 weeks for the payment to be located in our bank account and placed onto your account. If it has been more than six weeks since you made the payment please contact us with the full details.

Still need to contact us
I haven't received a statement

You can view, save and print your current statement online by logging in to My Account and clicking View Statements. You can also make a secure card payment online.

We issue a statement each month detailing your outstanding balance and payment details. If you find you are not receiving statements on a regular basis we recommend that you check we hold the correct details for you by logging in to your account online.

If you haven't received a statement and your payment date has passed, please don't hesitate to contact our Financial Services team so that we can assist you at the earliest opportunity.

If you are experiencing any financial difficulties you can also check our Financial Help page with further help & information.

* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.

Still need to contact us
Why have I been charged interest?

We will issue a statement every month showing your outstanding balance and the minimum payment details. You may choose to either pay the balance in full, or pay in instalments.

Should you choose to pay in instalments, you may pay any amount higher than the minimum payment detailed on your statement. A daily interest charge will be calculated against your balance activity and will be shown on your next monthly statement.

If you instead choose to pay your full balance before the required payment date, no interest will be charged.

To reduce the value of interest applied on each statement, we would recommend that you make the required payments towards your account at your earliest convenience.

Still need to contact us
I need help managing my finances

If you cant make your next payment, please let us know so that we can try to help you. if you are experiencing any financial difficulties you can also check our Financial Help page with further help & information. Depending on the information you give us about your circumstances, we might suggest that you contact a third party for further assistance. We have included below some contact details which may be helpful to you.


StepChange is a debt advice charity that help people tackle their debts by providing practical debt solutions. They have a number of useful tools on their website. Also, calls from a landline are free if you call their debt helpline on 0800 138 1111. Lines are open Mon-Fri 8am-8pm and Sat 8am-4pm.


Citizens advice offer advice both face to face and over the phone. As well as debt advice they offer assistance on employment, housing, benefits, tax credits and immigration. Just visit or call your local Citizens Advice office.


Age UK provide information and advice on anything from health to housing. They can be contacted on 0800 169 2081 - calls are free from any UK landlines.


Samaritans is a registered charity aimed at providing emotional support to anyone in emotional distress, struggling to cope or at risk of suicide throughout the UK and Ireland. They can be contacted on 116 123 - calls are free from any phone.

Still need to contact us
Why have I received a default sum?

We didn't receive the required minimum payment amount from you by the due date.

Statements are issued every month advising you of your minimum payment details and the payment due date. Should any payment reach us after the due date, or if you fail to meet the minimum required payment, your account will fall into arrears and incur a default sum.

Default sums are detailed in the credit agreement which was sent to you upon opening your account, in the Terms & Conditions shown on our website and in the back of our catalogues.

If you wish to discuss your account with us please contact the Financial Services team using the details in these FAQs.

Still need to contact us
I want to close my Studio Pay credit account

We are sorry that you no longer wish to shop with us.

If there is a particular problem which you would like to discuss further, please contact us. We'd like to help.

Alternatively, provided your account balance is clear, we will be able to close your account for you immediately. To do so simply contact our Financial Services using the contact details provided.

** Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.

Still need to contact us
Help with a verification code message

To keep things safe on our website and app, we'll sometimes send you an Email or a Text message asking you to enter a unique code before placing an order and giving you access to your account online.  We'll send a code to the email address or mobile phone number registered on your Studio Pay account.  This code only works for a short time, so please use the code as soon as you can.

I have not received my Verification Code

It can sometimes take a few minutes to receive your verification code.  If you have not received your verification code after a few minutes please use the Resend Code option.  Please do not use the resend option multiple times as there is a chance your login will be disabled.

The Verification Code has been sent to a phone number I cannot access

You will need to update the phone number registered on your Studio Pay account.  To do this, log in to your Studio Pay account here, click Personal Details and update Phone Number 1 to your new mobile phone number.  Please remember to scroll to the bottom and click Save Changes.  Return back to checkout and if you are still being asked to enter a verification code that has been sent to your old phone number, click cancel, log back in and a new verification code will be sent to your updated phone number.  

The Verification Code has been sent to an email address I cannot access

You will need to update the email address registered on your Studio Pay account to receive verification codes plus important updates about your Studio Pay Account.  To do this, log in to your Studio Pay account with the email address you have already registered here, click Personal Details and update Email Address to your new email address.  Please remember to scroll to the bottom and click Save Changes.  When you log back in to your Studio Pay account you will have the option to send your verification code to your updated email address. 

I did not request a Verification Code

If you've received a verification code and are concerned someone is trying to access your Studio Pay account, please get in touch with Studio Pay using the details found on the How Can I Contact Studio Pay FAQ.

If you are still unable to update your email address or your mobile phone number in your Studio Pay account, please get in touch with Studio Pay using the details found on the How Can I Contact Studio Pay FAQ. 

Still need to contact us
I'm trying to order, but can't update my mobile phone number

To do this, log in to your Studio Pay account here, click Personal Details and update Phone Number 1 to your new mobile phone number.  Please remember to scroll to the bottom and click Save Changes. If an error message appears, please click Save Changes again.  You should see your new phone number in Phone Number 1. When you return to checkout you will be prompted to enter a six digit code that has been sent to your new mobile phone number.

If you are still unable to update your mobile phone number in your account, please get in touch with Studio Pay using the details found on the How Can I Contact Studio Pay FAQ.

Still need to contact us
I've updated my phone number on Studio Pay but can't place my order

To check your phone number has been updated please log in to your Studio Pay account here, click Personal Details and check Phone Number 1. If the mobile phone number is incorrect, please change your phone number, scroll down and click Save Changes. If an error message appears, please click Save Changes again.

When returning to checkout, if you are still seeing your old number please cancel the prompt and enter your email and password again during checkout. This will trigger the code to be sent to your updated number.

If you are still unable to update your mobile phone number in your account, please get in touch with Studio Pay using the details found on the How Can I Contact Studio Pay FAQ.

Still need to contact us
How do I make a Financial Services complaint?

If you've not had a good experience with us, we'd like to know more. Your feedback is important to us.

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

Have you been in touch with our team?

  • If you're thinking about getting in touch for some information, or an explanation, we'd recommend you check our online FAQ's first. Many customers find the help they need without needing to get in touch.
  • If you do need some help from our team or wish to raise a Complaint, please get in touch with us - we'd love the opportunity to try to help you. You can find our up-to-date contact details here - How can I contact you?

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 and impartially.
  • 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, providing you with the details of who is handling your complaint, how to contact them and what will happen next.
  • We will then keep you informed of the progress of the measured being taken to resolve the complaint.
  • If your complaint has not been resolved within 8 weeks, we will send you a final response or a further progress update regarding your complaint.

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

If, for whatever reason, you are unhappy with how we handled your complaint please get in touch to let us know using our contact details here - How can I contact you?. We'll capture your feedback and try to help you further.

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. Their contact details are:

Still need to contact us
How can I access my Studio Pay account online?

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

Still need to contact us
I've ordered before, but can't login (not Studio Pay)

Sorry to hear you're struggling to login.

If you have a Studio Pay account - please head here 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.

Still need to contact us
I'm having trouble signing into my account online

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?

Still need to contact us
I'm experiencing issues using the website

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. 

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

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
I'm experiencing issues with the App

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.

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email
How do I change my details?

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.

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.

Still need to contact us
How can I change my preferences?

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. 


Still need to contact us
I want to close my pay now account?

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

Still need to contact us
Webchat

Our webchat is here to assist you.

Start chat
Email

We might take a few days to get back to you.

Send email