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-
Download the Evri app from your preferred app store
Within the app press 'more', then 'my places'
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.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.
We, 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.
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.
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 Services and we'll be happy to help you.
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 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.
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.
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.
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?
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.
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.
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 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.
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.
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 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.
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.
Securely repack your items and include a completed returns form inside your parcel. You can find the returns form attached to this article.
On the outside of your parcel, address your return to the correct returns address.
Items that were shipped from a Brand Partner: CheckReturns - 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
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.
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
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.
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.
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.
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.
Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this:
Please see additional information below and details on how to return those items.
Returns policy overview
Returns will be eligible for refund only, no exchanges are available for these items
Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless text is incorrect, or the item is faulty
Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned.
Please note: postage will be payable. We do not offer a free returns service for unwanted items.
BRAND PARTNER
RETURNS INSTRUCTION
3P Enterprise LTD
Please reach out to our Customer Services team to make a return.
Activity Superstore
Please reach out to our Customer Service team to make a return.
Ace Casual Ltd
Please return items to the following address: Ace Casual, Bradford Road, Brighouse, HD6 4DJ To return items which were delivered via 'oversized delivery', please contact our Customer Service team
Airsprung Beds Limited
For returns, please reach out to our Customer Service team stating your reason for return.
Alan Symonds and Company Ltd
Please return items to the following address: Alan Symonds & Company Limited, Westminster House, Bakewell Road, Orton Southgate, Peterborough. PE2 6WA
Allison Baby UK Ltd
Please return items to the following address: Allison Baby UK Ltd Service Centre, Unit 15-17 Canal View Business Park, Wheelhouse Road, Rugeley, Staffordshire, WS15 1UY
Amir and Co Ltd
Please return items to the following address: Amir, Amir house, Taylors Lane, Oldbury, B69 2BN
Arora Design Limited
Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0EB
Aspire Furniture
For returns, please reach out to our Customer Service team stating your reason for return.
Aye Do Ltd
Please return items to the following address: Aye Do Ltd, 13 Murieston Green, Murieston, Livingston, EH54 9EQ
Babymore Ltd
For returns, please reach out to our Customer Service team stating your reason for return.
Badgequo Ltd
Please return items to the following address: Badgequo, 8 Belton Road, Silsden, BD20 0EE
Baker & Taylor Ltd
Please return items to the following address: Baker & Taylor UK Ltd, Unit 13, Empire Road, Bicester, OX26 2FL
Baltic Pine (Norian UK Ltd)
For returns, please reach out to our Customer Service team stating your reason for return.
Beam Feature Ltd
Please return items to the following address: Studio Returns, Beamfeature Distribution, Lidice Road, Goole, DN14 6XL
Benross Marketing Ltd
Please return items to the following address: Benross Marketing Ltd, 22 Goodlass Road, Liverpool, L24 9HJ
Birlea Furniture Limited
For returns, please reach out to our Customer Service team stating your reason for return.
Bluestem Group Ltd
Please return items to the following address: 38 Bluestem Road, Ransomes Industrial Estate, Ipswich, IP3 9RR
Boxer
Please return items to the following address: Boxer Gifts, Swinnow Lane, Leeds, LS13 4BS
Brakeburn
Please return items to the following address: Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole, BS15 3SS
Browns Confectionery
Items are non-returnable due to goods being perishable. To discuss any issues with the product, please reach out to our Customer Service team stating your reason for return.
Bunty Pet Products Ltd
Please return items to the following address: Unit 1 St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HN
Carte Blanche Greetings Ltd
Please return items to the following address: Carte Blanche Greetings Ltd, Unit 3, Chichester Business Park, Tangmere, Chichester, West Sussex, PO20 2FT
Cascade Electrolite Ltd
Please return items to the following address: Cascade Holdings Ltd, Gorse Mill, Gorse Street, Chadderton, Oldham, OL9 9RJ
Character World Ltd
Please reach out to our Customer Service team stating your reason for return.
Charles Bentley
Please return items to the following address: Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJ
CLX Sofas Ltd
Please return items to the following address: CLX Sofas Limited, Unit B1 280 Woden Road West, Wednesbury, WS10 7SF
Comfy Quilts Ltd
Please reach out to our Customer Service team stating your reason for return.
Crafters Companion
Please return items to the following address: Crafters Companion, St Cuthbert's Way, Aycliffe Business Park, Newton Aycliffe, DL5 6XW
Create Your World Ltd
Please return items to the following address: Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland, Co Durham, DL13 3BF
Crowther Creative Products
Please reach out to our Customer Service team stating your reason for return.
Croydex Limited
Please return items to the following address: Croydex, Central Way, Andover Hampshire, SP10 5AW, UK
Dawson Rodgers & Co T/A Clair De Lune
Please return items to the following address: Clair de Lune Shentonfield Road Sharston Ind Est Manchester M22 4RW
Dezac Ltd
Please reach out to our Customer Service team stating your reason for return.
Digitek Trading Ltd
Please reach out to our Customer Service team stating your reason for return.
Downland Bedding
Please return items to the following address: Downland Bedding Co Ltd 23 Blackstock Street Liverpool L3 6ER
Dreams 'n' Drapes
Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Estate, Ravenscraig Road, Little Hulton, Manchester, M38 9PU
Enesco European Giftware Group Ltd
Please return items to the following address: Enesco Limited Brunthill Road Kingstown Carlisle CA3 0EN
Endura
Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF
EPE International Ltd
Please reach out to our Customer Service team stating your reason for return.
Eskuta Limited
Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD
Esselle Retail Limited
Please return items to the following address: Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UE
European Merchandising Serv. UK Ltd
Please return items to the following address: ATL FULFILMENT Unit 7a Moorlandgate Business Park, Cowling Road Chorley, Lancashire, PR6 9FE
Eurosonic
Please return items to the following address: ESG, Sambro (Goods Out Bay 5) Dumers Ln, Bury, BL9 9UE
Firelog Limited
Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations
Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
G J Handy Trading Ltd
Please reach out to our Customer Service team stating your reason for return.
Gablemere Ltd
Please reach out to our Customer Service team stating your reason for return.
GAME
Please return items to the following address: Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
Gardeco Ltd
Please return items to the following address: Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QL
Gardiner Bro's
Please return items to the following address: Gardiner Bros & Co, Unit 4, St Modwen Park Quedgeley Gloucester GL10 3EZ
Gem Order Limited
Please return items to the following address: Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU
GFW Ltd
Please reach out to our Customer Service team stating your reason for return.
Graham and Brown
Please return items to the following address: Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NG
Greenside Packaging Services Ltd
Please reach out to our Customer Service team stating your reason for return.
Half Moon Bay Limited
Please return items to the following address: Half Moon Bay Ltd, Unit 9 Hercules Way, Bower hill Industrial estate, Melksham, SN12 6TS
High Street TV Group Ltd
Please return items to the following address: High Street TV Corby, PO Box 7903, CORBY, NN17 9HY
Home Curtains UK Ltd
Please return items to the following address: Home Curtains, Stoney street, Sutton in Ashfield, Nottingham, NG17 4GH
IGSM Ltd
Please return items to the following address: IGSM Ltd, 1 Dewar Court, Astmoor, Runcorn, WA71PT
International Bullion And Metal Brokers
Returns will be eligible for refund only, no exchanges are available for this product. Unless faulty or damaged, pierced jewellery cannot be returned for hygiene reasons. Please return items to the following address: PO BOX 64378, LONDON, EC1P 1NE
IT Luggage Ltd
Please return items to the following address: IT Luggage c/o Whistl Fulfilment MPS3 Typhoon Way Lutterworth Leicestershire LE17 4XZ
John Cotton Group Ltd
Please return items to the following address: John Cotton Group Limited Low Mill Lane Ravensthorpe WF13 3LX
Jon Richard
Please return items to the following address: Jon Richard, Tilson Road, Manchester, M23 9GF
JS International Ltd
Please return items to the following address: JS International Ltd,
Unit B 3 Regal Way,
Watford,
WD24 4YJ
JVL
If Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging. If this clearly showed it was damaged in transit from the package received. Please return items to the following address: JVL - Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZ
Kandy Toys
Please return items to the following address: Kandy Toys (Returns), Hit Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1
Kims Baby Equipment T/A Obaby
Please reach out to our Customer Service team stating your reason for return.
Kipfold Limited
Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Lakeland Fabrics Ltd
Please reach out to our Customer Service team stating your reason for return.
Lassic Ltd
Please reach out to our Customer Service team stating your reason for return.
Living and Home
Please return items to the following address: Wenrit Global LTD, Unit 1-3 Montague House, Matthews Street, Manchester, M12 5BB
Lloyd Pascal and Company Limited
Please return items to the following address: Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ
Lucky Dip Ltd
Please reach out to our Customer Service team stating your reason for return.
Mashco Ltd
Please reach out to our Customer Service team stating your reason for return.
Melrose Textile Co Ltd
Please reach out to our Customer Service team stating your reason for return.
Merloni Domestic Appliances / Whirlpool
Please reach out to our Customer Service team stating your reason for return.
Meroncourt Europe
Please return items to the following address: Meroncourt Europe Limited Unit 2A Portland Industrial Estate Arlesey Bedfordshire SG15 6SG
Meyer (UK) Ltd
Please return items to the following address: Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral, CH62 3RH
Modrec International Ltd
Please return items to the following address: Modrec International Ltd c/o Fergusons Transport Ltd, Barmston Lane, Pattison Industrial Estate, Washington, Tyne & Wear, NE38 8QT
My Babiie Ltd
Please return items to the following address: My Babiie Ltd, 1 St James Business Park, Henwood Ind. Estate, Henwood, Ashford, TN424 8DH
MV Sports
Please reach out to our Customer Service team stating your reason for return.
Neilsen Bainbridge Limited
Please reach out to our Customer Service team stating your reason for return.
NUDEA
Please return items to the following address: Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ
Optima Manufacturing Jewellers Ltd
Please return items to the following address: Optima Ltd, 124 Hockley Hill, Birmingham, B18 5AN
Paladone Products Ltd
Please return items to the following address: Paladone Products Ltd (Goods In), Apex House, Dolphin Way, Shoreham By Sea, BN43 6NZ
Peers Hardy
Please return items to the following address: Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN
Personalised Memento
Please reach out to our Customer Service team stating your reason for return.
Pet Brands Limited
Please return items to the following address: Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QD
Phoenox Textile Ltd
Please return items to the following address: Phoenox Textile Ltd Spring Grove Mills Clayton West Huddersfield HD8 9HH
Plum Play
Please return items to the following address Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln, LN1 2YQ
Premier Decorations Ltd
Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
Prestige Touch
Please return items to the following address: Linmar House, East Portway Business Park, Andover, SP10 3LU
Product Care Trading Ltd
Please reach out to our Customer Service team stating your reason for return.
Pure Electric
Please reach out to our Customer Service team stating your reason for return.
Rainbow Cosmetics Manchester Ltd
Please return items to the following address: Studio Returns, Edward House, 61 Standley Road, Whitefield, M45 8GZ
Raport Home Furnishing Container
Please return items to the following address: Rapport Home Furnishings Ltd, Unit 23 Cosgrove Way, Luton, LU1 1XL
Rashmian Ltd
Please return items to the following address: Rashmian Ltd, Unit J Brainrtee Industrial Estate, Braintree Road, Ruislip, HA4 0EJ
Rayware
Please return items to the following address: Rayware Limited, DD Returns, Mayflower Avenue, Hunts Cross, Liverpool, L24 9BA
Rewards and Gifts Ltd
Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR ) Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product. Please return items to the following address: P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT
Ricomex UK Ltd
Please return items to the following address: Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS
Riva Home Ltd
Please return items to the following address: Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PS
RKW Electrical Distributors
Please reach out to our Customer Service team stating your reason for return.
Robbie Toys Ltd
Please return items to the following address: Robbie Toys Ltd Unit 1 - The Lane Manston Business Park CT12 5EZ
Rock Luggage
Please return items to the following address: 24 Wadsworth Road Greenford Middlesex UB6 7JD
S. Green and Sons Limited
Please return items to the following address: S. Green and Sons Ltd, 20 Commercial Road, London, N18 1TP
Sabichi Homewares Limited
Please return items to the following address: Sabichi Homewares, Priorswell Road, Worksop, S80 2BY
Scent Global
Please return items to the following address: Scent Global Unit 6 Dallas Court Salford M50 2GF
Searchlight Electricals
Please return items to the following address: Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester, M40 2BS
Second Chance Ltd
Please return items to the following address: Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT
Shankar (UK) Ltd
Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Shire Garden Buildings
Returns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address. Please return items to the following address: Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJ
Silentnight Group Ltd
Please reach out to our Customer Service team stating your reason for return.
Sofa.com
Please reach out to our Customer Service team stating your reason for return.
Something Different Wholesale Ltd
Please return items to the following address: Something Different Wholesale, Upper Forest Way, Enterprise Park, Swansea, SA6 8PJ
Speedy Products Ltd
Please return items to the following address: Speedy Products Ltd, Speedy House, Cheltenham Street, Salford, M6 6WY
Spencer Grace
For Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products. 0800 731 0006 info@hy-pro.co.uk Please return items to the following address: Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY
Spicers of Hyther Limited
Please reach out to our Customer Service team stating your reason for return.
Team Tex (UK) Limited
Please return items to the following address: Merkan Transport, 33 Liliput Road, Brackmills, Northampton, NN4 7DT
T and A Textiles and Hoisery Limited
Please return items to the following address: Sleepdown House, Bower Street off 10 Acre Lane, Newton Heath, Manchester, M40 2BH
Tee-Zed Products Ltd
Please reach out to our Customer Service for damaged and faulty returns. Please return items to the following address: JAS Contract Logistics, Thurrock Distribution Centre, Unit A Dolphin Park, Dolphin Way, Thurrock, RM19 1NZ
The Ace Supply Co Ltd
Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD
The Activity Superstore Limited
Please reach out to our Customer Service team stating your reason for return.
The Electric Incentive Company Ltd
Please return items to the following address: Returns, Unit 12 Sixth Avenue Business Park, Bluebridge Industrial Estate, Halstead, CO9 2GU
Threadbare
For hygiene purposes we cannot accept returns of underwear, all swimwear must have their hygiene strip attached. Please return items to the following address: Dimensions, 1 Glenburn Road, East Kilbride, G74 5BA
Turner Bianca PLC
Please return items to the following address: Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJ
Tyrone Textile Ltd
Please return items to the following address: 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN
U Wear Ltd / U Wear UK Ltd
Please return items to the following address: U Wear UK Ltd, Jaymaa Building, Market St, Droylsden, Manchester, M43 7DJ
Up Global Sourcing UK Ltd
Please return items to the following address: Up Global Sourcing Chadderton Oldham OL9 0DD
Ur in the Paper Ltd
Please return items to the following address: Kornit Digital (Custom Gateway Ltd), Pinewood Court, Larkwood Way, Macclesfield, SK10 2XR
Valbonne Lingerie (UK) Ltd T/A Cintamani
Please return items to the following address: 54/56 Stocks street, Cheetham Hill, Manchester, M8 8QJ
Vantona Home LTD
Please return items to the following address: Unit 8a, Newby Road, Hazel Grove, Stockport, SK7 5DA
WeeRide UK
Please return items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD
Welcome Furniture Limited
Please reach out to our Customer Service team stating your reason for return.
Weybury Hildreth Limited
Please reach out to our Customer Service team regarding faulty returns. Otherwise, please return items to the following address: Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ
Widdop Bingham & Co Ltd
Please return items to the following address: Widdop & Co, Broadgate, Broadgate Business Park, Chadderton, OL9 9XE
Wilton Bradley Ltd
Please return items to the following address: Frasers Returns, Wilton Bradley Ltd, Brooke House, Sabre Close, Heathfield Industrial Estate, Devon, TQ12 6TW
You Garden Ltd
Please reach out to our Customer Service team stating your reason for return.
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 5-7 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:
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.
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 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.
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.
Quite simply it is the convenient and flexible way to shop with us. With a Studio Pay Credit Account you can pay for your items, have them delivered to your home to make sure they're perfect for you.
As it's a credit account, it allows you to pay for them straight away or spread the cost. Representative 39.9% APR variable.
In order to make a responsible lending decision, we use external bureau data. Sometimes this information alone does not give us the level of detail required to be able to lend to you. By consenting to Open Banking, we may be able to improve our view of affordability data and aid in making an informed lending decision. We will not share this data with any other parties.
Open Banking is the secure way to give providers access to your financial information. Open Banking APIs are made available to consents.online by your bank under the new Open Banking regulations. Open Banking is regulated, monitored and built on the principles of the General Data Protection Regulation (GDPR). To access these APIs consents.online must hold a licence and be authorised by the Financial Conduct Authority (FCA).
How does it work?
It's as simple as logging into your online banking. First you will need to enter in some basic information, like your name and phone number. You will then be asked to select your bank and authenticate yourself using what's called Open Banking. This looks just like your online banking log in and is a service provided directly by your bank. Consents.online will then attempt to make a secure connection with your bank account. This may take up to two minutes. Please wait until you see the screen that says 'Connection Successful' before you log off. Consents.online work directly with the bank to provide this service.
Who is consents.online?
Consents.online are a regulated Account Information Service Provider (AISP), regulated by the Financial Conduct Authority. Consents.online offer a quick, easy and secure way to provide your information using Open Banking.
In addition to helping you share your data in a safe and secure way, consents.online also provide you with access to a free portal where you can see what you've shared and also control and revoke access to your data at any time. Should you choose to revoke access, it will mean that consents.online and any services you previously granted access to will no longer be able to view your information unless they are required to store it by law. Putting you in control of your data.
How does consents.online connect with my bank?
Consents.online will connect to your account directly using Open Banking APIs. An API - or Application Programming Interface - is a software intermediary that allows two applications to securely talk to each other. When it comes to Open Banking, think of it as secure packages of data being transferred between two places. It's extremely secure and delivers only what is necessary and nothing more. Consents.online make a request via the API, your bank responds to it by packaging information up, encrypting it and sending back - but the distance between the two is always maintained.
Is consents.online regulated?
Yes, consents.online are regulated by the FCA. To provide their Open Banking service they must comply with the strict rules of the FCA or a European equivalent.
Is this safe?
Consents.online uses rigorously tested software and security systems. By using consents.online to share your data you're always in charge. You can decide what information can be accessed and for how long. No one gets access unless you say so.
How do I cancel access to my data?
If you have given ongoing access to data, this can be revoked in your customer online portal. If you are looking for a deletion of your record then this can be done by requesting deletion via enquiries@consentsco.co.uk.
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 YourStudio Pay Credit Account in our Help Section.
As a responsible lender, there are a number of reasons why we might decline an application for a credit account.
To help make the right decision, we use:
Information submitted in your application
Information provided by Credit Reference Agencies
And any internal information that we may have
These are all then assessed against their lending criteria.
Where can I find out why I was declined?
If your application for a credit account has been declined and you want to know why, you can get in touch with our Financial Services team using the links below.
Can I reapply?
We don't recommend applying again immediately as it's highly unlikely the decision will change and it may have a negative impact on your credit file.
However, if you want the decision to be reviewed, you can find our up-to-date contact details here - How Can I Contact Studio Pay.
You might find it helpful to review your credit report through an agency, such as Experian.
When you login to My Account, you will see your account number near the top of the screen.
You can also find your account number on the paperwork we send to you.
If you are still unable to locate your account number please contact us and we can arrange for your account number to be posted to your registered address.
Your current credit limit can be found on the site.
After logging in and clicking My Account you can find your credit limit information on the Account Summary page. This information is also displayed on your most recent statement.
Yes, it's easy to spread the cost with a Studio Pay Credit Account. Representative 39.9% APR variable.
You don't need to make a payment with your order; you simply wait for your statement and once it arrives you can either pay in full or spread the cost. The choice is yours.
As long as you pay the minimum amount shown on your statement by the due date you can take as long as you like to pay for your order. We offer a truly flexible approach to paying for your items.
If you would like to know further details you can view our trading terms for more information. If you have a Credit account, please see Your Studio Pay Credit Account for more information. If you pay by debit or credit card when you order, please see the Cash Customer Trading Terms for more information.
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.
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.
Need to get in touch about your payments, statement or need some support with your credit account - the Studio Pay team can help you, their contact details are-
** 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.
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.
If you've had a change in circumstances that may affect your ability to pay your Studio Pay Credit Account, please let the Financial Services team know so that they can try to help you. Their contact details are-
* 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.
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.
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.
Your payment information can be found on your recent statement.
We will issue a statement every month showing your outstanding balance and the minimum payment details. Your statements can also be viewed on the website when you are logged in by 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 Helppage 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.
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 Helppage 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.
A Payment Freeze means you do not have to make a payment to your Studio Pay account towards your current bill. You can call us before your current payment due date to request a Payment Freeze. Once the Payment Freeze is applied to your account, you will not have to make any payment towards the frozen bill.
When does the Payment Freeze end?
The Payment Freeze automatically ends on the next statement date following the date of the creation of the Payment Freeze. Studio will advise you as soon as the Payment Freeze is applied to your account to inform you of the start and end date.
What happens at the end of the Payment Freeze?
At the end of the Payment Freeze, the normal Terms and Conditions of your Studio Pay account resume, including the requirement to maintain regular and timely repayments to your account.
When will I receive the next statement?
You will continue to receive your statements on your regular statement dates. The statement following the end of the Payment Freeze will advise you of the end of the Payment Freeze and your new bill details.
How do I request a Studio Payment Freeze?
Availability of a Payment Freeze is subject to your eligibility. You can call us on 0371 376 5680 between 8am-8pm (Mon-Thu), 8am-7pm (Fri) or 8am-4pm (Sat) to request a Payment Freeze. Our helpful colleagues will check if you are eligible and process your request.
Can I place orders using my account during a Payment Freeze?
You will not be able to place any orders on your account during a Payment Freeze.
Will I be charged fees and interest whilst I am on a Payment Freeze?
The interest will continue to accrue and apply on your account as normal. We will not apply any late payment charges when you miss a payment allowed under the Payment Freeze.
Can I request a Payment Freeze if I have missed payments
No, you will not be able to use a Payment Freeze if you are already in arrears or using any other forbearance support option. However, we are here to help. Please see our Financial Difficulties section of our website for further help and other options available that may suit your situation.
Will my credit file be impacted by this Payment Freeze?
No, we do not report the Payment Freeze to the Credit Reference Agencies so this will not impact your credit file.
Can I request a Payment Freeze if I pay by direct debit?
Yes, if eligible you can request a Payment Freeze as long as it is requested before we attempt to collect your payment.
Can I cancel my Payment freeze?
Yes, if your situation changes and you feel that you do not need the Payment Freeze, please call us on 0371 376 5680 between 8am-8pm (Mon-Fri) or 8am-4pm (Sat) and we will remove the Payment Freeze from your account. Please make sure that you make a payment towards your unfrozen bill before the due date to avoid a fee and impact on your credit file.
If you pay by direct debit and ask us to remove the Payment Freeze after your direct debit is already requested, you will have to make a payment through other means as the direct debit will not be updated in time to collect your unfrozen payment.
What should I do if I want an extension on my Payment Freeze?
Studio will not be able to extend the Payment Freeze period. If you feel that your situation has changed and you will not be able to resume your regular payments after the end of Payment Freeze please contact us so we can assess the current situation and provide appropriate help.
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.
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.
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 Helppage 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.
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.
We're here to help customers in financial difficulty
If you're in financial difficulty or going through a life changing event, such as illness or bereavement, which is affecting your ability to pay, please get in touch. We understand that many issues can make things difficult or cause you to struggle with payments. Together, we can discuss your situation and consider options to help you get back on track.
Our advisers are sympathetic and easy to talk to. Anything we discuss is private and confidential, so you don't need to worry. Your wellbeing is our priority, so please get in touch if you need help.
The sooner you get in touch the better
First, we'll listen to understand your situation
Then look at the best options to get you back on track...
How to contact us
Call our friendly and dedicated support team on 0371 376 5680*.
Monday Friday 8am to 8pm Saturday 8am to 4pm
If you'd prefer a family member or another person to call us on your behalf, please contact us on the above telephone number to request a 'letter of authority' form.
You can also get in touch using our secure webform. Please select 'Payments' and then 'I'm having financial difficulties' from the drop-down options provided.
We'll listen carefully to understand your situation
We'll only ask for the information we need to understand your circumstances and find the right solution for you.
We may need to carry out a household income and expenditure assessment over the phone. We'll ask you questions about what other bills you pay and what money you have available to pay them.
If we need to call you it would be really helpful to us if you have details of your monthly income and expenditure available to hand.
We've got options to get you back on track
Once you've contacted us, we'll work with you and look at your best options. Here are some examples of the support we have available to our customers:
Breathing space
In the short-term, there could be an option to provide you with Breathing Space which helps you by:
Giving you 'time to breathe' and work out a solution for your circumstances
Giving you an opportunity to get some independent help and advice
Not charging any interest or fees during this period
Payment plans
Other options may also be available, for example, a Payment Plan which helps you by:
Making lower payments until you're in a better financial position
Spreading your payments over a longer period of time
Not charging any interest or fees during the term of the plan
Having your credit file show that you're doing all you can to get back on track
Payment Freeze
Other If you are experiencing temporary issues with your financial circumstances, our Payment Freeze option* may be available to you.
The Payment Freeze option allows you to skip your current due payment without impacting your credit file or incurring any late payment charges.
Interest will continue as normal during the time your account is on Payment Freeze.
*Availability of Payment Freeze is subject to eligibility and can only be used once in a 12-month period.
Other organisations that can help
If you're struggling with multiple debts or have general money worries, there are independent organisations who can provide help and support. Please let us know if you've already contacted or plan to speak to one of these organisations. This helps us keep up to date with any changes in personal circumstances that may affect your payments. This means we can also help to provide you with any support you may need.
StepChange is a debt advice charity that helps people tackle their debts by providing practical debt solutions. Call their debt helpline for free on 0800 138 1111.
Citizens advice offer debt advice as well as 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 supporting 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.
*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.
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 Helppage 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.
if you are experiencing any financial difficulties you can also check our Financial Helppage with further help & information.
What happens when I get in touch?
The Financial Services team will try to better understand your circumstances. This may include carrying out a household income and expenditure assessment.
In the interest of privacy, they'll ensure any personal information you give is treated as private and confidential. Also, wherever possible they'll request your permission before keeping a record of sensitive information regarding your health or circumstances.
Based on the information provided, they'll then try to give you options to help you get back on track.
* 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.
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.
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.
A recent communication, let you know that we’re currently making changes to your credit agreement to enable us to switch your credit product in the future if this is needed.
We’re planning to review our current credit products to understand if we may need to switch it moving forwards. If this is the case, we’ll be in touch with more information about how and when this would take place and what it means for you.
You may have recently received a communication from us to inform you that your account will be closed if you do not make a purchase in the next 60 days.
Unfortunately, it’s not possible to keep your Studio Pay account without making a new purchase.
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.
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 PayFAQ.
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 PayFAQ.
It's never nice when something breaks down or isn't working as it should, particularly if the manufacturer's guarantee has run out too. There is time and hassle finding a local technician who can fix the fault, and then you have to pay for the emergency callout, plus what if your product can't be repaired?
Our Product Breakdown or Replacement Plan is designed to repair or replace your item 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.
What is a Product Breakdown or Replacement plan?
We offer 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 can I get a plan?
If you are shopping online, we will tell you if cover is available on the product details page for the item you are ordering. Check you are happy with the price of the plan and the cover it offers before you select your preferred plan option. We will automatically add it to your account.
We will send you the cover details by email where possible or in the post. You should read these and keep them in a safe place. You can also read more about the plan in About Your Product Replacement or Breakdown Plan
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
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:
Accidental Damage resulting in breakdown and/or fails to operate as intended by the manufacturer;
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.
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.
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.
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).
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.
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
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.
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:
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
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.
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 Frasers Group Financial Services Limited on 0371 376 5680 or via the web support.studio.co.uk/s/contact-us
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 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.
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
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.
Studio Pay is the name of your credit account which enables you to spread the cost of purchases over a timeframe that suits you as long as you make at least the minimum monthly payment
Who are Frasers Group?
Frasers Group own many retail brands and business such as Sports Direct, Flannels and House of Fraser.
Why have I received this letter/email?
We have made changes to your terms and conditions to enable us to introduce the functionality to use your Studio Pay account across participating Frasers Group brands. We have contacted all customers who have used their Studio Pay account in the last two years to let them know about the changes.
Which Frasers Group brands will allow me to use my Studio Pay account?
At launch, you will be able to use it at Sports Direct shortly followed by Flannels and House of Fraser. We will keep you updated when it becomes available on other brands. If Studio is available to use on a Frasers Group brand website, you will see it as a payment option when you reach the checkout.
I already have an account with Sports Direct, Flannel’s or House of Fraser?
Not to worry. Your account with those brands is what you will be using to place the order, at checkout if you wish, you will be able to link to your Studio Pay account to place your order onto your credit account. You will still have the option to use any other payment methods displayed at the checkout.
How will this work if I have different interest savers with different stores?
Any Interest Saver plan you have will be shown individually in My Account and on your Studio Pay statement.
Will my APR change or the interest rates be different with different stores?
No, your APR and interest rate will be the same regardless of where you purchase on your Studio Pay account.
Will I be able to use this in store or just on the website check out?
You will only be able to use Studio Pay to shop at participating Frasers Group brands online. If this changes, we will let you know.
Will I have an account automatically set up with Sports Direct, Flannels and House of Fraser?
No, we won’t automatically create an account for you with any of the participating Frasers Group brands.
I don’t want to use my Studio Pay Credit account with other retailers
That’s fine, we have just made this functionality available for you to utilise if you would like to.
I am in financial difficulty and on a payment arrangement, why have I received this?
We need to make you aware of this, so that if you are in a position to purchase in the future, you are aware of that you are able to do so.
Will Sports Direct, Flannels and House of Fraser offer similar promotions to Studio?
The participating brands will have promotional discounts available from time to time.
Who do I contact if I have an issue with my order that I buy from Sports Direct, Flannels or House of Fraser?
If there is an issue with an order you need to contact the participating brand that you purchased it from, if there is a query regarding your credit account then you will need to contact us.
How will these purchases show on my statement?
Purchases made with your Studio Pay account on a participating Frasers Group website will appear as transaction on your Studio Pay statement. Purchases will also appear in My Account on the Studio/Ace websites and on the Studio app. The full details of your order (the goods and services purchased) will be in order confirmation emails issued by the participating website.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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:
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 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.
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?
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.
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.
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
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
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 ushere 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:
a repair; or
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:
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
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.
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.
The Seller will not be liable for the following types of loss:
loss of income or revenue; or
waste of management or office time.
Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
death or personal injury caused by the Seller's negligence;
fraud or fraudulent misrepresentation;
any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
defective products under the Consumer Protection Act 1987; or
any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
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
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:
Strikes, lock-outs or other industrial action;
Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
Impossibility of the use of public or private telecommunications networks; or
The acts, decrees, legislation, regulations or restrictions of any government.
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.
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
The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
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.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
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.
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.
Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
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.
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.
Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
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.
Our right to vary these terms and conditions
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:
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
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
These terms and conditions are subject to English law.
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.
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
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.
We will debit your bank or credit card account when you place your order.
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.
All orders are subject to availability and confirmation of the order price.
When placing an order, you undertake that all details you provide to us are true and accurate.
As part of our anti-fraud measures an electronic identity and verification search may be undertaken.
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.
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
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.
The right to cancel your order does not apply to goods that are personalised or tailored for you.
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.
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.
Information as to how to cancel your order is available on our website or by telephoning our Customer Services Team.
Refunds
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.
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 Partner Brand (as shown in the table below), you will be notified of this ahead of your purchase.
Please return items to the following address: Ace Casual, Bradford Road, Brighouse, HD6 4DJ To return items which were delivered via 'oversized delivery', please contact our Customer Service team
Airsprung Beds Limited
For returns, please reach out to our Customer Service team stating your reason for return.
Alan Symonds and Company Ltd
Please return items to the following address: Alan Symonds & Company Limited, Westminster House, Bakewell Road, Orton Southgate, Peterborough. PE2 6WA
Allison Baby UK Ltd
Please return items to the following address: Allison Baby UK Ltd Service Centre, Unit 15-17 Canal View Business Park, Wheelhouse Road, Rugeley, Staffordshire, WS15 1UY
Amir and Co Ltd
Please return items to the following address: Amir, Amir house, Taylors Lane, Oldbury, B69 2BN
Arora Design Limited
Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0EB
Aspire Furniture
For returns, please reach out to our Customer Service team stating your reason for return.
Aye Do Ltd
Please return items to the following address: Aye Do Ltd, 13 Murieston Green, Murieston, Livingston, EH54 9EQ
Babymore Ltd
For returns, please reach out to our Customer Service team stating your reason for return.
Badgequo Ltd
Please return items to the following address: Badgequo, 8 Belton Road, Silsden, BD20 0EE
Baker & Taylor Ltd
Please return items to the following address: Baker & Taylor UK Ltd, Unit 13, Empire Road, Bicester, OX26 2FL
Baltic Pine (Norian UK Ltd)
For returns, please reach out to our Customer Service team stating your reason for return.
Beam Feature Ltd
Please return items to the following address: Studio Returns, Beamfeature Distribution, Lidice Road, Goole, DN14 6XL
Benross Marketing Ltd
Please return items to the following address: Benross Marketing Ltd, 22 Goodlass Road, Liverpool, L24 9HJ
Birlea Furniture Limited
For returns, please reach out to our Customer Service team stating your reason for return.
Bluestem Group Ltd
Please return items to the following address: 38 Bluestem Road, Ransomes Industrial Estate, Ipswich, IP3 9RR
Boxer
Please return items to the following address: Boxer Gifts, Swinnow Lane, Leeds, LS13 4BS
Brakeburn
Please return items to the following address: Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole, BS15 3SS
Browns Confectionery
Items are non-returnable due to goods being perishable. To discuss any issues with the product, please reach out to our Customer Service team stating your reason for return.
Bunty Pet Products Ltd
Please return items to the following address: Unit 1 St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HN
Carte Blanche Greetings Ltd
Please return items to the following address: Carte Blanche Greetings Ltd, Unit 3, Chichester Business Park, Tangmere, Chichester, West Sussex, PO20 2FT
Cascade Electrolite Ltd
Please return items to the following address: Cascade Holdings Ltd, Gorse Mill, Gorse Street, Chadderton, Oldham, OL9 9RJ
Character World Ltd
Please reach out to our Customer Service team stating your reason for return.
Charles Bentley
Please return items to the following address: Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJ
CLX Sofas Ltd
Please return items to the following address: CLX Sofas Limited, Unit B1 280 Woden Road West, Wednesbury, WS10 7SF
Comfy Quilts Ltd
Please reach out to our Customer Service team stating your reason for return.
Create Your World Ltd
Please return items to the following address: Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland, Co Durham, DL13 3BF
Crowther Creative Products
Please reach out to our Customer Service team stating your reason for return.
Croydex Limited
Please return items to the following address: Croydex, Central Way, Andover Hampshire, SP10 5AW, UK
Dezac Ltd
Please reach out to our Customer Service team stating your reason for return.
Digitek Trading Ltd
Please reach out to our Customer Service team stating your reason for return.
Enesco European Giftware Group Ltd
Please return items to the following address: Enesco Limited Brunthill Road Kingstown Carlisle CA3 0EN
Endura
Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF
EPE International Ltd
Please reach out to our Customer Service team stating your reason for return.
Eskuta Limited
Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD
Esselle Retail Limited
Please return items to the following address: Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UE
European Merchandising Serv. UK Ltd
Please return items to the following address: ATL FULFILMENT Unit 7a Moorlandgate Business Park, Cowling Road Chorley, Lancashire, PR6 9FE
Eurosonic
Please return items to the following address: ESG, Sambro (Goods Out Bay 5) Dumers Ln, Bury, BL9 9UE
Firelog Limited
Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations
Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
G J Handy Trading Ltd
Please reach out to our Customer Service team stating your reason for return.
Gablemere Ltd
Please reach out to our Customer Service team stating your reason for return.
GAME
Please return items to the following address: Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
Gardeco Ltd
Please return items to the following address: Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QL
Gardiner Bro's
Please return items to the following address: Gardiner Bros & Co, Unit 4, St Modwen Park Quedgeley Gloucester GL10 3EZ
Gem Order Limited
Please return items to the following address: Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU
GFW Ltd
Please reach out to our Customer Service team stating your reason for return.
Graham and Brown
Please return items to the following address: Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NG
Greenside Packaging Services Ltd
Please reach out to our Customer Service team stating your reason for return.
Half Moon Bay Limited
Please return items to the following address: Half Moon Bay Ltd, Unit 9 Hercules Way, Bower hill Industrial estate, Melksham, SN12 6TS
High Street TV Group Ltd
Please return items to the following address: High Street TV Corby, PO Box 7903, CORBY, NN17 9HY
Home Curtains UK Ltd
Please return items to the following address: Home Curtains, Stoney street, Sutton in Ashfield, Nottingham, NG17 4GH
IGSM Ltd
Please return items to the following address: IGSM Ltd, 1 Dewar Court, Astmoor, Runcorn, WA71PT
IT Luggage Ltd
Please return items to the following address: IT Luggage c/o Whistl Fulfilment MPS3 Typhoon Way Lutterworth Leicestershire LE17 4XZ
Jon Richard
Please return items to the following address: Jon Richard, Tilson Road, Manchester, M23 9GF
JS International Ltd
Please return items to the following address:
JS International Ltd,
Unit B 3 Regal Way,
Watford,
WD24 4YJ
JVL
If Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging. If this clearly showed it was damaged in transit from the package received. Please return items to the following address: JVL - Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZ
Kandy Toys
Please return items to the following address: Kandy Toys (Returns), Hit Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1DR
Kims Baby Equipment T/A Obaby
Please reach out to our Customer Service team stating your reason for return.
Kipfold Limited
Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Lassic Ltd
Please reach out to our Customer Service team stating your reason for return.
Living and Home
Please return items to the following address: Wenrit Global LTD, Unit 1-3 Montague House, Matthews Street, Manchester, M12 5BB
Lloyd Pascal and Company Limited
Please return items to the following address: Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ
Lucky Dip Ltd
Please reach out to our Customer Service team stating your reason for return.
Mashco Ltd
Please reach out to our Customer Service team stating your reason for return.
Melrose Textile Co Ltd
Please reach out to our Customer Service team stating your reason for return.
Meyer (UK) Ltd
Please return items to the following address: Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral, CH62 3RH
Modrec International Ltd
Please return items to the following address: Modrec International Ltd c/o Fergusons Transport Ltd, Barmston Lane, Pattison Industrial Estate, Washington, Tyne & Wear, NE38 8QT
MV Sports
Please reach out to our Customer Service team stating your reason for return.
My Babiie Ltd
Please return items to the following address: My Babiie Ltd, 1 St James Business Park, Henwood Ind. Estate, Henwood, Ashford, TN424 8DH
Neilsen Bainbridge Limited
Please reach out to our Customer Service team stating your reason for return.
NUDEA
Please return items to the following address: Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ
Optima Manufacturing Jewellers Ltd
Please return items to the following address: Optima Ltd, 124 Hockley Hill, Birmingham, B18 5AN
Paladone Products Ltd
Please return items to the following address: Paladone Products Ltd (Goods In), Apex House, Dolphin Way, Shoreham By Sea, BN43 6NZ
Personalised Memento
Please reach out to our Customer Service team stating your reason for return.
Plum Play
Please return items to the following address: Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln, LN1 2YQ
Premier Decorations Ltd
Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
Prestige Touch
Please return items to the following address: Linmar House, East Portway Business Park, Andover, SP10 3LU
Product Care Trading Ltd
Please reach out to our Customer Service team stating your reason for return.
Rainbow Cosmetics Manchester Ltd
Please return items to the following address: Studio Returns, Edward House, 61 Standley Road, Whitefield, M45 8GZ
Raport Home Furnishing Container
Please return items to the following address: Rapport Home Furnishings Ltd, Unit 23 Cosgrove Way, Luton, LU1 1XL
Rashmian Ltd
Please return items to the following address: Rashmian Ltd, Unit J Brainrtee Industrial Estate, Braintree Road, Ruislip, HA4 0EJ
Rewards and Gifts Ltd
Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR ) Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product. Please return items to the following address: P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT
Ricomex UK Ltd
Please return items to the following address: Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS
Riva Home Ltd
Please return items to the following address: Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PS
RKW Electrical Distributors
Please reach out to our Customer Service team stating your reason for return.
S. Green and Sons Limited
Please return items to the following address: S. Green and Sons Ltd, 20 Commercial Road, London, N18 1TP
Sabichi Homewares Limited
Please return items to the following address: Sabichi Homewares, Priorswell Road, Worksop, S80 2BY
Searchlight Electrics
Please return items to the following address: Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester, M40 2BS
Second Chance Ltd
Please return items to the following address: Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT
Shankar (UK) Ltd
Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Shire Garden Buildings
Returns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address. Please return items to the following address: Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJ
Silentnight Group Ltd
Please reach out to our Customer Service team stating your reason for return.
Sofa.com
Please reach out to our Customer Service team stating your reason for return.
Something Different Wholesale Ltd
Please return items to the following address: Something Different Wholesale, Upper Forest Way, Enterprise Park, Swansea, SA6 8PJ
Speedy Products Ltd
Please return items to the following address: Speedy Products Ltd, Speedy House, Cheltenham Street, Salford, M6 6WY
Spencer Grace
For faulty Zinc products, contact on 0800 731 0006, or info@hy-pro.co.uk Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY
Spicers of Hythe Limited
Please reach out to our Customer Service team stating your reason for return.
Team Tex (UK) Limited
Please return items to the following address: Merkan Transport, 33 Liliput Road, Brackmills, Northampton, NN4 7DT
T and A Textiles and Hoisery Limited
Please return items to the following address: Sleepdown House, Bower Street off 10 Acre Lane, Newton Heath, Manchester, M40 2BH
Tee-Zed Product
Please reach out to our Customer Service for damaged and faulty returns. Please return items to the following address: JAS Contract Logistics, Thurrock Distribution Centre, Unit A Dolphin Park, Dolphin Way, Thurrock, RM19 1NZ
The Ace Supply Co Ltd
Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD
The Activity Superstore Limited
Please reach out to our Customer Service team stating your reason for return.
The Electric Incentive Company Ltd
Please return items to the following address: Returns, Unit 12 Sixth Avenue Business Park, Bluebridge Industrial Estate, Halstead, CO9 2GU
Threadbare
For hygiene purposes we cannot accept returns of underwear, all swimwear must have their hygiene strip attached. Please return items to the following address: Dimensions, 1 Glenburn Road, East Kilbride, G74 5BA
Turner Bianca PLC
Please return items to the following address: Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJ
Tyrone Textile Ltd
Please return items to the following address: 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN
U Wear Ltd / U Wear UK Ltd
Please return items to the following address: U Wear UK Ltd, Jaymaa Building, Market St, Droylsden, Manchester, M43 7DJ
Ur in the Paper Ltd
Please return items to the following address: Kornit Digital (Custom Gateway Ltd), Pinewood Court, Larkwood Way, Macclesfield, SK10 2XR
Valbonne Lingerie (UK) Ltd T/A Cintamani
Please return items to the following address: 54/56 Stocks street, Cheetham Hill, Manchester, M8 8QJ
Vantona Home LTD
Please return items to the following address: Unti 8a, Newby Road, Hazel Grove, Stockport, SK7 5DA
WeeRide UK
Please return items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD
Welcome Furniture Limited
Please reach out to our Customer Service team stating your reason for return.
Weybury Hildreth Limited
Please reach out to our Customer Service team regarding faulty returns. Otherwise, please return items to the following address: Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ
Widdop Bingham & Co Ltd
Please return items to the following address: Widdop & Co, Broadgate, Broadgate Business Park, Chadderton, OL9 9XE
Wilton Bradley Ltd
Please return items to the following address: Frasers Returns, Wilton Bradley Ltd, Brooke House, Sabre Close, Heathfield Industrial Estate, Devon, TQ12 6TW
You Garden Ltd
Please reach out to our Customer Service team stating your reason for return.
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:
The Partner Brand will deliver Partner Program Product(s) direct to you from their warehouse.
Partner Program Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available.
Partner Program Product(s) will be sent separately from other items in your order.
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.
Returns for Partner Program Products are eligible for refund only, no exchanges are available.
Gift cards cannot be used as a method of payment for Partner Program Products.
Promotions and discount codes do not apply to Partner Program Products.
In accordance with the Seller’s Privacy Policy, we will share details of your order with the Partner Brand to fulfil your order.
Please also note the following additional terms, which are specific to GAME Partner Program Products only:
You must be 12 or older.
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.
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).
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.
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.
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.
Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase at Studio.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.
What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.
How do I contact Complete Savings or get more information about my membership?
(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.
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.
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.
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.
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 23rd October 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. Frasers Group Financial Services Limited is the data controller in respect of any purchases paid for using a Credit product.
If you have any queries regarding our use of your personal information or this privacy policy, you can write to Data Protection: Express House, Petre Road, Clayton Business Park, Accrington, Lancashire, BB5 5JB 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.
If we provide you with a Credit Account, we will supply details of your account to Credit Reference Agencies which includes details of how you manage your account, if you do not pay on time, or pay less than required. Please always be aware that this information will be recorded and may affect your ability to obtain credit with us or elsewhere in the future.
The three main Credit Reference Agencies are Experian, TransUnion and Equifax. To access the Credit Reference Agency Information Notices (CRAIN) please follow the links below.
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.
Information collected from third parties
When you apply for a Credit product, we will use Credit Reference Agencies to make sure we can identify your creditworthiness. The information shared may include your current and past financial data together with income verification, credit commitments and income and expenditure estimates.
We will also share your data with credit and fraud prevention agencies to check accuracy and for the purpose of fraud and other illegal activity. As part of the processing of your personal data, decisions may be made by automated means. This means we may automatically decide that you pose a fraud or money laundering risk. If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services or financing you have requested, or we may stop providing existing services to you. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing, or employment to you.
Further details on how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found by going to www.cifas.org.uk/fpn
Once you have a Credit Account with us, we will make periodic searches of Credit Reference Agencies to manage your account on an ongoing basis. These searches will not be available to other lenders for credit assessment purposes. We will regularly carry out credit risk checks and affordability checks with these Credit Reference Agencies.
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 assess your eligibility for Credit and to make lending decisions in accordance with our internal policies, principles, and regulatory obligations
to provide information to, and receive information from, credit reference agencies and other third parties
to provide you with Credit and a Credit Account and to maintain your Credit Account
to meet our legal, regulatory and compliance requirements (e.g. in relation to financial crime and anti-money laundering)
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 Group 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 or App;
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, to 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 for debt tracing and recovery
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 information that is necessary in relation to the purpose.
We will retain the personal information you provided on registering an account on our Website or App so long as that account remains in existence. If you apply for a Credit Account with us, we will retain the personal data provided in your application, for registering an account, and relating to your usage of the account, for so long as that account remains in existence and for 7 years thereafter. If your application is not successful, or you choose not to register for an account, we will retain the personal data for 7 years.
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 information 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 the longer of as long as you hold a Recognition Loyalty Programme Account or required by law. We will retain information 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 information 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.
Automated decision-making for credit products
When you apply for credit, we may decide whether we can lend to you automatically comparing the information you provide to use against our lending criteria. This criteria includes:
Credit score
Credit history
Employment status
Assessment of affordability
Your information will be compared against this and we may make a decision automatically about whether to offer you credit and the amount.
We'll also analyse and combine the information collected (sometimes automatically) to understand the way you use your account and our services as well as what you might like and what you might do. Through our analysis we may create a profile of you to help us predict your financial behaviour and preferences so we can provide services to you ('profile information').
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, Meadow Lane, Shirebrook, NG20 8RY or email data.protection@frasers.group.
If we choose not to action your request, we will explain the reasons for our refusal.
To maintain the security of our customers' personal details, we may need to request proof of identity before we disclose personal data to you in response to any of the above requests.
How can you stop the use of your personal data for direct marketing?
There are several ways you can stop direct marketing communications from us:
Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from us.
If you have an account, log in into your account, visit the ‘My Account’ area and change your preferences.
In our apps, you can manage your preferences and opt out from one or all of the different push notifications by selecting or deselecting the relevant options in the ‘Settings’ section.
Write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email data.protection@frasers.group
Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.
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:
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.
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.
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-
Download the Evri app from your preferred app store
Within the app press 'more', then 'my places'
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.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.
We, 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.
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.
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 Services and we'll be happy to help you.
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.
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?
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.
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.
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.
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.
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.
Securely repack your items and include a completed returns form inside your parcel. You can find the returns form attached to this article.
On the outside of your parcel, address your return to the correct returns address.
Items that were shipped from a Brand Partner: CheckReturns - 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
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.
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
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.
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.
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.
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 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.
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.
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 YourStudio Pay Credit Account in our Help Section.
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.
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.
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.
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.
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.
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 Helppage 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.
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.
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.
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 Helppage 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.
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.
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 Helppage 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.
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.
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.
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.
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 PayFAQ.
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 PayFAQ.
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:
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 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.
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?
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.
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.
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