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Deliveries
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Delivery Methods
Delivery MethodsLast Order Dates for Christmas
Please see below for the guaranteed delivery dates to get your order before Christmas. Orders placed after these dates may still be delivered before Christmas.
Delivery Type
Last Date Guaranteed Delivery
Cut Off Standard Delivery
19th December
23:59 Oversized Delivery
15th December
23:59 Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Delivery ServicesWhen you place an order with us, we'll allocate each parcel to a delivery service once your order has been processed & confirmed.
Our delivery partners are:
- Evri - Most of our parcels will be delivered by Evri, especially smaller parcels for shipping items such as clothes or small gifts.
- Arrow XL - Some of our larger items require a specialist 2-person delivery service due to the size or weight of the parcel. During those cases Arrow XL will deliver those parcels.
- Supplier's own - Some of our Direct Dispatch / Brand Partner suppliers choose to use their own delivery partners which may include the above, but also other carriers such as DPD and Royal Mail.
The expected delivery time will vary per product, but you'll be able to see this information on each product page online and during checkout.
Once your order has been placed, we'll also keep you updated by email so you know when to expect your order.
Delivery costs are applied on a per order basis, so if you order several items requiring multiple parcels & carriers, you'll only be charged one postage charge.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Delivery CostsDelivery costs are applied on a per order basis, so if you order several items requiring multiple parcels & carriers, you'll only be charged one delivery charge.
Your delivery charge will either be:
- £4.99* if you're ordering Small items or
- £19.99 if your order includes any Large or Premium item(s).
You'll see confirmation of your delivery charge at the end of checkout.
Which items are Small items?Most of the items we sell are considered small - think clothing, novelty gifts, small household items. These items are dispatched via our day-to-day delivery partners and usually require one delivery man, and a small delivery vehicle to get them to your front door safely. You can order as many small items as you like on your order, and will only be charged one £4.99* delivery charge, even if we need to send your order in multiple parcels.
Which items are Large items?We also sell a selection of larger and bulky items - think furniture & large appliances. These items require a specialised delivery service to get them to your front door safely. Larger delivery vehicles may be needed, and we may even need more than one delivery man. When ordering larger items you will be charged one £19.99 delivery charge on your order. This means you can order as many large items as you like and even some small items, and only receive one delivery charge.
Some high value items also carry a £19.99 premium delivery price.
To identify a Large or Premium item on the website, just look out for this symbol on the item page:
Please note - Some parts of the UK will see different delivery pricing and options-
Delivery Exceptions (standard items)
Northern Ireland & the following postcodes - £5.99 per order
HS1-9 IV2-28, 30-32, 36, 40-56, 63 KA27-28 KW1-17 PA20-38, 41-49, 60-78, 80 ZE1-3 PH17-26, 30-44 Other Areas - £7.50 per order
The Isle of Man and The Isles of Scilly and the Channel Islands.
Delivery Exceptions (larger items)
We do not deliver any larger items to the Channel Islands, and some cannot be delivered to Northern Ireland, these are indicated on the relevant page.
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Delivery Methods
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Orders
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Product Info
Product InfoSize Guide
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Energy Ratings Explained
What is applicable?
Fridges
Freezers
Fridge Freezers
Wine Coolers
Washing Machines
Washer Dryers
Dishwashers
TVs
MonitorsWhy 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Item out of stock?Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.
Our Customer Service team will not know if an item is coming back in stock.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I find my size?Sizes vary with different brands and styles.
We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.
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Product Info
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Returns
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Returns
ReturnsHow do I return my item?
Your returns instructions vary based on when you placed your order.
This is because in September 2023 we made some changes to improve how we manage customer orders. The address to send parcels to, and the instructions to prepare your parcel, are different depending on when you placed your order.
To make sure you return your item correctly please-
- Check the format of your Order Number / Order Reference - The emails we send to you about your order will include an identifiable Order Number or Order Reference.
Order ReferenceOrder NumberIf your emails have a 7 digit Order Reference number similar to the below, your returns instructions can be found here- Returns Instructions (Before 9th Sep 2023)
Alternatively, if your Order Number is a long combination of letters and numbers, starting with STRE (see below example), your returns instructions can be found here- Returns Instructions
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Returns InstructionsIMPORTANT NOTE: The below instructions are for orders which were placed after 8th September 2023. If you're trying to return a product which was ordered on or before 8th September 2023; it will have different instructions and needs to be sent to a different address for processing. Please head here for further help: How do I return my item?
To return items ordered from Studio; all items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.
If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return. For yours and our safety; if your items are glassware or crockery, please email pictures to us and don't send anything back until we've been in contact with you.
- 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: Check Returns - Bought from a brand partner for the returns address & instructions - This information should've also been included inside your parcel.
- Items that were shipped from our warehouse: Address your parcel to-
Studio Returns
Unit C,
Brook Park East,
Shirebrook.
NG20 8RY
- Send your parcel pack 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
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Returns - Bought from a brand partnerIf you’ve had items delivered to you from one of our brand partners, please see additional information below 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
BRAND PARTNER RETURNS INSTRUCTION Activity Superstore Please reach out to our Customer Services 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 Services teamAirsprung Beds Limited For returns, please reach out to our Customer Services 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 6WAAmir and Co Ltd Please return items to the following address:
Amir,
Amir house,
Taylors Lane,
Oldbury,
B69 2BNArora Design Limited Please return items to the following address:
Arora Design LTD,
Buccleuch Mills,
Langholm,
Dumfriesshire,
DG13 0EBAspire Furniture For returns, please reach out to our Customer Services 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 9EQBabymore Ltd For returns, please reach out to our Customer Services team stating your reason for return. Badgequo Ltd Please return items to the following address:
Badgequo,
8 Belton Road,
Silsden,
BD20 0EEBaltic Pine (Norian UK Ltd) For returns, please reach out to our Customer Services team stating your reason for return. Benross Marketing Ltd Please return items to the following address:
Benross Marketing Ltd,
22 Goodlass Road,
Liverpool,
L24 9HJBirlea Furniture Limited For returns, please reach out to our Customer Services team stating your reason for return. Boxer Please return items to the following address:
Boxer Gifts,
Swinnow Lane,
Leeds,
LS13 4BSBrowns Confectionery Items are non-returnable due to goods being perishable. To discuss any issues with the product, please reach out to our Customer Services 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 4HNCascade Electrolite Ltd Please return items to the following address:
Cascade Holdings Ltd,
Gorse Mill,
Gorse Street,
Chadderton,
Oldham,
OL9 9RJCharacter World Ltd Please reach out to our Customer Services team stating your reason for return. CLX Sofas Ltd Please return items to the following address:
CLX Sofas Limited,
Unit B1 280 Woden Road West,
Wednesbury,
WS10 7SFComfy Quilts Ltd Please reach out to our Customer Services 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 3BFCrowther Creative Products Please reach out to our Customer Services team stating your reason for return. Croydex Limited Please return items to the following address:
Croydex, Central Way,
Andover Hampshire,
SP10 5AW, UKDezac Ltd Please reach out to our Customer Services team stating your reason for return. Digitek Trading Ltd Please reach out to our Customer Services 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 0ENEPE International Ltd Please reach out to our Customer Services team stating your reason for return. European Merchandising Serv. UK Ltd Please return items to the following address:
ATL FULFILMENT
Unit 7a Moorlandgate Business Park,
Cowling Road Chorley,
Lancashire,
PR6 9FEEurosonic Please return items to the following address:
ESG,
Sambro (Goods Out Bay 5)
Dumers Ln,
Bury,
BL9 9UEFizz Creations Please return items to the following address:
Fizz Creations,
6 Commerce Way,
Lancing,
BN15 8TAG J Handy Trading Ltd Please reach out to our Customer Services team stating your reason for return. Gablemere Ltd Please reach out to our Customer Services team stating your reason for return. GAME Please return items to the following address:
Unity House, Telford Road,
Basingstoke,
Hampshire,
RG21 6YJGardeco Ltd Please return items to the following address:
Gardeco Warehouse,
Units 7 & 8, Gemini Business Park,
Stourport Road,
Kidderminster,
DY11 7QLGem Order Limited Please return items to the following address:
Gem Order Limited,
5B The Courtyard,
Reddicap Trading Estate,
Sutton Coldfield,
Birmingham,
B75 7BUGFW Ltd Please reach out to our Customer Services team stating your reason for return. Greenside Packaging Services Ltd Please reach out to our Customer Services 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 6TSHome Curtains UK Ltd Please return items to the following address:
Home Curtains,
Stoney street,
Sutton in Ashfield,
Nottingham,
NG17 4GHIGSM Ltd Please return items to the following address:
IGSM Ltd,
1 Dewar Court,
Astmoor,
Runcorn,
WA71PTInternational 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,
EC1NP 1NEIT Luggage Ltd Please return items to the following address:
IT Luggage c/o
Whistl Fulfilment
MPS3 Typhoon Way
Lutterworth
Leicestershire
LE17 4XZKims Baby Equipment T/A Obaby Please reach out to our Customer Services team stating your reason for return. Lassic Ltd Please reach out to our Customer Services team stating your reason for return. Lloyd Pascal and Company Limited Please return items to the following address:
Lloyd Pascal,
Elan House,
Park Lane,
Castle Vale,
Birmingham,
B35 6LJLucky Dip Ltd Please reach out to our Customer Services team stating your reason for return. Mashco Ltd Please reach out to our Customer Services team stating your reason for return. Melrose Textile Co Ltd Please reach out to our Customer Services 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 8DHNeilsen Bainbridge Limited Please reach out to our Customer Services team stating your reason for return. Optima Manufacturing Jewellers Ltd Please return items to the following address:
Optima Ltd,
124 Hockley Hill,
Birmingham,
B18 5ANPaladone Products Ltd Please return items to the following address:
Paladone Products Ltd (Goods In),
Apex House,
Dolphin Way,
Shoreham By Sea,
BN43 6NZPersonalised Memento Please reach out to our Customer Services team stating your reason for return. Premier Decorations Ltd Please return items to the following address:
Premier Decorations Ltd,
Premier House,
Braintree Road,
Ruislip,
Middlesex,
HA4 0EJPrestige Touch Please return items to the following address:
Linmar House,
East Portway Business Park,
Andover,
SP10 3LUProduct Care Trading Ltd Please reach out to our Customer Services 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 8GZRaport Home Furnishing Container Please return items to the following address:
Rapport Home Furnishings Ltd,
Unit 23 Cosgrove Way,
Luton,
LU1 1XLRashmian Ltd Please return items to the following address:
Rashmian Ltd,
Unit J Brainrtee Industrial Estate,
Braintree Road,
Ruislip,
HA4 0EJRewards 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 2TTRicomex UK Ltd Please return items to the following address:
Cardinal C/O Ricomex UK Returns,
26 Sharston Road,
Manchester,
M22 4ZSRKW Electrical Distributors Please reach out to our Customer Services 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 1TPSabichi Homewares Limited Please return items to the following address:
Sabichi Homewares,
Priorswell Road,
Worksop,
S80 2BYShankar (UK) Ltd Please return items to the following address:
Shankar UK,
63 Major Street,
Wolverhampton,
WV2 2BLSilentnight Group Ltd Please reach out to our Customer Services 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 8PJSpeedy Products Ltd Please return items to the following address:
Speedy Products Ltd,
Speedy House,
Cheltenham Street,
Salford,
M6 6WYSpencer 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 1DYSpicers of Hyther Limited Please reach out to our Customer Services 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 7DTT 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 2BHThe Ace Supply Co Ltd Please return items to the following address:
Warehouse,
Unit A3/4 Southmoor Industrial Estate,
Southmoor Road,
Wythenshawe, Manchester,
M23 9XDThe Activity Superstore Limited Please reach out to our Customer Services team stating your reason for return. The Electric Incentive Company Ltd Please return items to the following address:
Returns,
EIC Direct Ltd,
Bakers Lane,
Black Notley,
CM77 8QSTyrone Textile Ltd Please return items to the following address:
30-31 Riverwalk Business Park,
Riverwalk Road,
Enfield,
EN3 7QNU Wear Ltd / U Wear UK Ltd Please return items to the following address:
U Wear UK Ltd,
Jaymaa Building,
Market St,
Droylsden,
Manchester,
M43 7DJUr in the Paper Ltd Please return items to the following address:
Kornit Digital (Custom Gateway Ltd),
Pinewood Court,
Larkwood Way,
Macclesfield,
SK10 2XRValbonne Lingerie (UK) Ltd T/A Cintamani Please return items to the following address:
54/56 Stocks street,
Cheetham Hill,
Manchester,
M8 8QJWelcome Furniture Limited Please reach out to our Customer Services team stating your reason for return. Widdop Bingham & Co Ltd Please return items to the following address:
Widdop & Co,
Broadgate,
Broadgate Business Park,
Chadderton,
OL9 9XEYou Garden Ltd Please reach out to our Customer Services team stating your reason for return. Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Returns Instructions (Before 9th Sep 2023)IMPORTANT NOTE: The below instructions are for orders which were placed on or before 8th September 2023. If you're trying to return a product which was ordered after 8th September 2023; it will have different instructions and needs to be sent to a different address for processing. Please head here for further help: How do I return my item?
We hope you are satisfied with all your purchases from us. However, if you find an item is not quite right for you, or is no longer required, please follow these instructions for each parcel.
You can return your items to us within 30 days from the date of delivery.
Before doing so, please check:
- Your item is eligible to be returned and within our return's time frame (see - Returns T's & C's)
- Your item is unused, in its original packaging, and in the original condition
Please complete the Goods Return Form and pop it inside the parcel (see - I need help with the Goods Return Form )
Check the size of your parcel, as this will help you understand your returns options. For help measuring your parcel see - How big is my parcel?
Your return options:
For Evri services, check here for the nearest location to you, this will also indicate if they can print the returns label for you.
How to arrange your return:
Click here to arrange your return via Evri, this service costs £2.50 to £3.49 per parcel.
Note: Please stick the returns label on the outside of your parcel. For returns arranged via Evri, this will be the label you print in the ParcelShop, or the one you print at home. For post office returns, it will be the label found on a Parcel Contents Note.
For really big or heavy parcels, (think large furniture and appliances), please contact our Customer Services team and they will be able to advise you further.
For peace of mind, we encourage you to keep your receipt as proof of your return.
Please allow 14 days from day of collection for this to be credited back to the original payment method.
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Returns FAQ's
Returns FAQ'sHave you received my returned item?
Returns take up to 14 days from the date of return, to be received back and processed.
You'll usually be able track the progress of your return, if you have tracking details from the carrier.
Once we've received the item back, we'll inspect the item and all being well we'll be able to process it for you. You'll receive confirmation of a credit or refund by email.
If you're a Studio Pay customer then the return will be applied as a credit on your next statement. If you usually pay in full at checkout, your item(s) will be refunded to the card you paid with.
Please note: If the items were returned more than 14 days ago and have not yet been credited please follow the instructions below:
- return was arranged by you- contact the service you used so they can help you with your return.
- return was arranged by us- contact us with full details of your return.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.My parcel hasn't been picked up yetFor Evri returns, if you've scheduled a specific day then the driver should attempt the collection at some point during operating hours (8am to 8pm).
They'll send you an email or SMS where possible, to let you know when they intend to arrive with an estimated timeslot.
If you're not in when the driver arrives - Evri will try again. They will attempt to collect 3 times, usually on different days.
If they've left a card or sent you an email advising that they have attempted collection, please follow the instructions detailed on the notification.
If you've not had any contact from them and the collection is overdue, or you're experiencing problems, please follow the instructions below:
- return was arranged by you- contact the service you used so they can help you with your return.
- return was arranged by us- contact us with full details of your return.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I need help with the Goods Return FormIMPORTANT NOTE: The below instructions are for orders which were placed on or before 8th September 2023. If you're trying to return a product which was ordered after 8th September 2023; it will have different instructions and needs to be sent to a different address for processing. Please head here for further help: How do I return my item?
Whenever you're sending a parcel back to us, please remember to fill in the Goods Return Form and pop it inside the parcel. We'll use the details on this form to find your order and process your return for you.
Where can I find a Goods Return Form?
We sometimes send paperwork inside the parcel, this may include a Goods Return Form similar to the above. If you don't have one you can either print one here, or you can put the same details onto a piece of paper - either way, as long as you let us know the below detail we'll be able to process your return for you:
- Your Account Number
- Your Name
- The PCN Number
- The Item Number returned (& how many)
- The Item Description
- The Reason for return
Where can I find this information?
Your Account Number - Your account number is an 8 digit number that can be found when you login to My Account, it'll usually be at the top of the screen. You'll also find it on any paperwork we've sent to you, such as a Parcel Contents Note or Statement.
PCN Number - This is also known as the Parcel Contents Note number, and is 6 digits long. Every time you place an order you'll receive a PCN number once your order is processed. Sometimes we may even split an order into multiple PCN numbers. You can find this number when viewing your order online when you login to My Account, you'll also be able to find it on paperwork which is included in some parcels.
Item Number - Every item that we sell has a unique reference that may look like this "000-000-00XX" or this "00000000XX". For clothing items, there is usually a different item number for each size. To find out which item number you ordered, please check your order history when you login to My Account, you'll also find the item numbers on the emails we send to you confirming your order progress. When completing the Goods Return Form, you can ignore the - characters, we just need the numbers and letters e.g. "00000000XX"
Item Description - This is the item name, you'll be able to find this on your order history when you login to My Account, you'll also find the item numbers on the emails we send to you confirming your order progress.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is a Parcel Contents Note?IMPORTANT NOTE: The below instructions are for orders which were placed on or before 8th September 2023. If you're trying to return a product which was ordered after 8th September 2023; it will have different instructions and needs to be sent to a different address for processing. Please head here for further help: How do I return my item?
A Parcel Contents Note is a piece of paper that you'll receive in some of our parcels. It'll show you the item and parcel details for your order, so you know what to expect.
Just so you know, every now and again we may need to split your order up on to more than one Parcel Content Note this ensures we can avoid delays getting your order to you.
If you're needing some information from the Parcel Contents Note (such as the Parcel Contents Note / PCN Number), you'll also be able to find this information online when you login to the My Account area of our website where you can check out your order history and parcel details.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is your Returns Address?IMPORTANT NOTE: The below address is for returning orders which were placed on or before 8th September 2023. If you're trying to return a product which was ordered after 8th September 2023; it will have different instructions and needs to be sent to a different address for processing. Please head here for further help: How do I return my item?
Studio Returns Department
Henry Street
Church, Accrington
BB5 4ELTo make it a bit easier for you, we usually include a sticky returns address label with your Parcel Contents Note, in the top left corner.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How big is my parcel?Knowing how we define our parcel sizes will help you understand how the parcels are delivered. You'll also need to know this information when arranging your own return. Our parcel sizes are defined as follows:
Small and Light
Think clothing and small gifts. These parcels are easy to handle and aren't too heavy, some of them are even sent in a small bag- making them a great fit for parcel lockers when arranging a return!
To check if your parcel is small and light, you'll need to measure your parcel to see if it matches these three requirements:
- The parcel weight is less than 15kg
- The longest side of the parcel is less than 66cm
- Measuring each side of the parcel, the sizes are less than 66cm (length)x 41cm x 38cm (sides)
Standard and Light
Think clothing, gifts and maybe some small toys. These parcels are also easy to handle, and aren't too heavy - these parcels are usually sent by your usual day-to-day delivery drivers and fit easily in a car.
To check if your parcel is standard and light, you'll need to measure your parcel to see if it matches these three requirements:
- The parcel weight is less than 15kg
- The longest side of the parcel is less than 120cm
- When measuring the size of the parcel, the combined length & circumference is less than 225cm (see the below image for an example)
Unusually long or unusually heavy
As a quick reference, most unusually long or unusually heavy parcels will have L&L-PNET on the parcels address label.
Alternatively, if you need to measure your parcel, the size details for unusually long or unusually heavy parcels are below:
- Weight is between 15Kg and 31.5Kg
- Maximum Length up to 180cm
- Maximum Girth up to 240cm or Combined length plus girth up to 420cm
Really big or heavy
Anything exceeding the above. These deliveries and returns are normally handled by a specialist 2-person delivery partner.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I exchange an order?No, we do not exchange items.
In the event you change your mind, you can return an online item for a full refund only. For details on how to return, please check the Returns articles in this help centre.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I return more than one order in the same parcel?It depends.
Items are shipped from multiple addresses and for returns the item needs to be returned to the original address. If your items came from the same address, you should be able to include the items in the same parcel. However if your items came from multiple addresses you will will need to ship multiple parcels to ensure your return can be processed.
For further help on returns and identifying the correct returns instructions please check here - How do I return my item?
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Send feedbackThanks for the feedback. We will improve this article.
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Returns
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Financial Services
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Studio Pay Credit Account FAQs
Studio Pay Credit Account FAQsStudio Pay Credit Account
What is a Studio Pay Credit Account?
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 with different credit options like Interest Saver and Buy Now, Pay Later. Representative 39.9% APR variable.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How can I apply?You can apply for a Studio Pay Credit Account when placing your first order - or you can decide to pay by credit or debit card.
Simply select the products you require by adding them to your basket. When you have finished shopping select the Checkout option when viewing your shopping basket .
You will then be able to choose to apply for the Studio Pay Credit Account.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Open BankingFrequently Asked Questions
What is Open Banking?
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.
Is Open Banking free?
Yes its free!
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Your Account ExplainedWhat do I need to do to get an account?
Simply place your order and apply for a Studio Pay Credit Account at the checkout. Don't worry, this will be quick and easy, you just need to enter a few personal details and we'll do the rest. We will perform some checks and tell you straight away if you can have your Studio Pay Credit Account.
How does it work?
We will give you a credit limit subject to the checks we run. Once we have despatched your order, we will issue a statement that will include information about your account. Don't worry, we will keep you informed about your credit limit, orders and payments. We will also tell you about the offers available to you like Buy Now Pay Later and Interest Saver. Learn more about Your Credit Options.
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. We may also withdraw any other plans like Buy Now, Pay Later and Interest Saver if you do not pay as agreed. Learn more about Your Studio Pay Credit Account in our Help Section.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Why was my application for a credit account unsuccessful?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is my account number?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is my credit limit?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I spread the cost?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Interest ExplainedWhat is Interest?
Interest is charged when you choose to spread the cost of your shopping. You will see the interest charge on your statement and we also show you what your interest charge is likely to be on your next statement.
We calculate your interest each day and add it to your balance when we prepare your monthly statement. By calculating the interest each day we make sure that whenever your balance changes we only charge you interest on what you owe on that day. For example when we receive a payment that reduces your balance the amount of interest charged will also reduce from that day onwards.
How does interest work with different plans?
We think it is important you understand how interest will be charged on your Studio Pay Credit Account along with any other credit options like Buy Now Pay Later and Interest Saver. This will make sure there are no unwanted surprises and you know what you are opting in to.
If you have opted for a Buy Now Pay Later or Interest Saver plan and do not pay it in full by the time it expires, we will back date the interest to when the order was added to your account, but will take into account any payments you have made to your plan.
If you want to read about this in more detail please see Your Studio Pay Credit Account in our Help Section.
What can I do to reduce interest?
Here are some easy ways to reduce how much interest you pay:
- Pay as much as you as you can reasonably afford each month.
- Pay your statement as quickly as you can after you receive it.
- If you have opted for a plan such as Buy Now Pay Later or Interest Saver - keep an eye on the expiry dates because interest will be charged if the plan expires before you have paid it off.
Alternatively, you can watch the video below:
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is the APR?For new credit customers the APR is representative 39.9% variable.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How can I contact Studio Pay?Financial Services
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-
- Email - You can get in touch using the secure online contact form
- Phone - You can call them on 0371 376 5680**
** 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can my credit limit be increased/decreased?Credit limits are reviewed each month and will automatically increase or decrease depending on factors such as payment history, order values and order frequency.
If you wish to place an order that exceeds your current available credit you will need to make a payment for the difference before we can process the order.
You can also request a credit limit to be decreased using My Account or by contacting the Financial Services team stating the amount you would like to reduce it to. Please note that this does not guarantee the amount will always be available to you, however we will ensure that your credit limit never goes above this figure.
You can check the My Account section of our website to request an adjustment to your credit limit. Alternatively you can contact our Financial Services team by using the contact details below.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Do I need to get in touch if there's been any change in my circumstances?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-
- Email- You can get in touch using the secure online contact form
- Phone - You can call them on 0371 376 5680*
* 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I want to close my Studio Pay credit accountWe 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.
- Email - You can get in touch using the secure online contact form
- Phone - You can call them on 0371 376 5680**
** 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I make a Financial Services complaint?If you've not had a good experience with us, we'd like to know more. Your feedback is important to us.
If you'd like to get in touch with us about your query, or about a complaint, please follow the below guidance.
Have you been in touch with our team?
- If you're thinking about getting in touch for some information, or an explanation, we'd recommend you check our online FAQ's first. Many customers find the help they need without needing to get in touch.
- If you do need some help from our team or wish to raise a Complaint, please get in touch with us - we'd love the opportunity to try to help you. You can find our up-to-date contact details here - How can I contact you?
If I complain, what can I expect from you?
- For a final outcome, the timescale can vary based on the complexity of your complaint, and how busy we are. Complaints can take up to 56 days to be resolved during busy times.
- We will investigate all complaints received thoroughly and impartially.
- We will assess your complaint fairly, consistently and promptly taking into account all relevant factors.
- Where we cannot resolve your complaint within three days, we'll acknowledge receipt of your complaint promptly, providing you with the details of who is handling your complaint, how to contact them and what will happen next.
- We will then keep you informed of the progress of the measured being taken to resolve the complaint.
- If your complaint has not been resolved within 8 weeks, we will send you a final response or a further progress update regarding your complaint.
I've already complained and am unhappy with the response.
If, for whatever reason, you are unhappy with how we handled your complaint please get in touch to let us know using our contact details here - How can I contact you?. We'll capture your feedback and try to help you further.
If you're a Studio Pay customer, or your complaint is regarding a regulated financial product, you may be entitled to refer your complaint to the Financial Ombudsman Service if:
- You're dissatisfied with how we handled your complaint or
- If we've taken longer than 8 weeks to resolve your complaint
For regulated complaints we'll provide you with details of the Financial Ombudsman Service within our response to your complaint. Their contact details are:
- Get in touch online: click here
- Get in touch by phone: 0800 023 4567
- Website: www.financial-ombudsman.org.uk
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Your Statement ExplainedOne
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.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How To Make PaymentsPayment Methods
We offer a choice of payment methods to make it easy for you to pay; simply choose the method that suits you best from the available payment methods shown on your statement and allow sufficient time for it to reach us. Please only use one of the methods shown to avoid unwanted delays or payments going missing.
Paying by Direct Debit
A Direct Debit ensures your minimum payment is always paid on time and you are not worried about missing payments. Your Direct Debit can be used to pay your minimum payment, your full account balance or a fixed amount in between.
You can set one up by getting in touch with our Studio Pay team on 0371 376 5680.
Please do not set up a standing order or online transfer from your bank account as your payments could be delayed or fail to be allocated to your account.Paying on the website
This is the easiest way to make a payment. Just log into "My Account", select "Make a card payment" and complete your payment details using your debit or credit card. Remember to allow up to 48 hours for your payment to show on your Studio account.
If you choose the Pay Now option, you can simply pay the full cost of an order immediately by a credit or debit card.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.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I pay online?Yes, you can make a payment on the site when you are logged in.
Click My Account and then Make A Payment and you will be directed to the website payment page.
We accept payments from the following cards: -
- VISA
- MasterCard
- Maestro
- Visa Electron
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What date do I need to make my payment?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.
- Email- You can get in touch using the secure online contact form
- Phone - You can call them on 0371 376 5680*
if you are experiencing any financial difficulties you can also check our Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I change my payment due date?Under certain circumstances you may be able to change your payment due date, please contact our Financial Services team to discuss -
- Email - You can get in touch using the secure online contact form
- Phone - You can call them on 0371 376 5680 *
We will issue a statement each month showing your outstanding balance and the minimum payment details. Many of our customers prefer to manage their account activity online by logging in to My Account and clicking View Statements.
If you find you are unable to make your payment by the due date, please don't hesitate to contact our Financial Services team so that we can assist you at the earliest opportunity. If you are experiencing any financial difficulties you can also check our Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is a Payment Freeze?Frequently Asked Questions
What is a Payment Freeze?
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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I switch to paperless billing?Yes, you can manage how you receive your statements by signing in to My Account, selecting 'Go Paperless' and then choosing your preference.
If you'd prefer to stick with paper statements for now, that's fine. We just want to give you a heads up that as part of our commitment to the environment we aim to introduce paperless statements to all of our customers. Don't worry, we'll let you know by email if any changes are made to how we send statements to you. You'll also always have the option to change your preference in My Account if needed.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Have you received my payment?Your payment records can be seen when logging into My Account and selecting the Account Summary option.
If your payment is not showing yet, please ensure that you have allowed sufficient time for the payment to have been processed: -
- Card Payments- please allow 3 days.
- Cheque- please allow 14 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I haven't received a statementYou 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.
- Email - You can get in touch using the secure online contact form
- Phone - You can call them on 0371 376 5680*
If you are experiencing any financial difficulties you can also check our Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Why have I been charged interest?We will issue a statement every month showing your outstanding balance and the minimum payment details. You may choose to either pay the balance in full, or pay in instalments.
Should you choose to pay in instalments, you may pay any amount higher than the minimum payment detailed on your statement. A daily interest charge will be calculated against your balance activity and will be shown on your next monthly statement.
If you instead choose to pay your full balance before the required payment date, no interest will be charged.
To reduce the value of interest applied on each statement, we would recommend that you make the required payments towards your account at your earliest convenience.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Financial HelpWe'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 4pmIf 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 youve 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I need help managing my financesIf you cant make your next payment, please let us know so that we can try to help you. if you are experiencing any financial difficulties you can also check our Financial Help page with further help & information. Depending on the information you give us about your circumstances, we might suggest that you contact a third party for further assistance. We have included below some contact details which may be helpful to you.
StepChange is a debt advice charity that help people tackle their debts by providing practical debt solutions. They have a number of useful tools on their website. Also, calls from a landline are free if you call their debt helpline on 0800 138 1111. Lines are open Mon-Fri 8am-8pm and Sat 8am-4pm.
Citizens advice offer advice both face to face and over the phone. As well as debt advice they offer assistance on employment, housing, benefits, tax credits and immigration. Just visit or call your local Citizens Advice office.
Age UK provide information and advice on anything from health to housing. They can be contacted on 0800 169 2081 - calls are free from any UK landlines.
Samaritans is a registered charity aimed at providing emotional support to anyone in emotional distress, struggling to cope or at risk of suicide throughout the UK and Ireland. They can be contacted on 116 123 - calls are free from any phone.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What should I do if I can't make my payment?If you can't make your next payment, please let our Financial Services team know so that they can try to help you. Their contact details are-
- Email- You can get in touch using the secure online contact form
- Phone- You can call them on 0371 376 5680*
if you are experiencing any financial difficulties you can also check our Financial Help page 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Why have I received a default sum?We didn't receive the required minimum payment amount from you by the due date.
Statements are issued every month advising you of your minimum payment details and the payment due date. Should any payment reach us after the due date, or if you fail to meet the minimum required payment, your account will fall into arrears and incur a default sum.
Default sums are detailed in the credit agreement which was sent to you upon opening your account, in the Terms & Conditions shown on our website and in the back of our catalogues.
If you wish to discuss your account with us please contact the Financial Services team using the details in these FAQs.
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Send feedbackThanks for the feedback. We will improve this article.
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Care Plan / Warranties
Care Plan / WarrantiesProduct Breakdown or Replacement Plan
Product not working?
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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.About Your Product Replacement or Breakdown PlanAbout 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 madeIf 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-usYou 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-usIf 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.ukIf you live in the Channel Islands, the contact information is:
Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands, JE4 9QG
Jersey +44 (0)1534 748610
Guernsey +44 (0)1481 722218
International +44 1534 748610
Facsimile +44 1534 747629
Email: enquiries@ci-fo.org
Web: www.ci-fo.orgSECTION 9 - LEGAL, REGULATORY & OTHER INFORMATION
Other Insurance
If, at the time of a valid claim under this policy, there is another insurance policy in force which covers you for the same loss or expense, we may seek a recovery of some or all of our costs from the other insurer. You must give us any help or information we may need to assist us with our loss recoveries.
You may be asked to provide details of any other contract, guarantee, warranty or insurance which may apply to the product including, but not restricted to, household insurance.
Fraudulent Claims or Misleading Information
We take a robust approach to fraud prevention in order to keep premium rates down so that you do not have to pay for other people’s dishonesty. If any claim made by you or anyone acting on your behalf under this insurance is fraudulent, deliberately exaggerated or intended to mislead, we may:
- not pay your claim; and
- recover (from you) any payments we have already made in respect of that claim; and
- terminate your insurance from the time of the fraudulent act; and
- inform the police of the fraudulent act.
If your insurance is terminated from the time of the fraudulent act, we will not pay any claim for any incident which happens after that time and may not return any of the insurance premium(s) already paid.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we are unable to meet our obligation to you under this contract. Further information can be obtained from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100 (Freephone) or 020 7741 4100. Website: www.fscs.org.uk
Data Protection Notice
We and the administrator are the data controllers (as defined by the General Data Protection Regulations) for the data you provide to us. We need to use your data in order to arrange your policy and associated products. We may collect personal information about you, including: • name, address, contact details • financial information such as bank details • details of any claim We may also collect sensitive personal information about your health where we consider a change to our procedures will likely provide you with a better customer outcome. This will only be collected with your consent. You are obliged to provide information without which we will be unable to provide a service to you. Any personal information provided by you may be held by us in relation to your policy. It may be used by our relevant staff in making a decision concerning your policy and for the purpose of servicing your policy. It may be held by the administrator for administering claims. Information may be passed to loss adjusters, solicitors, reinsurers or other service providers for these purposes. We may obtain information about you from credit reference agencies, fraud prevention agencies and others to check your credit status and identity. The agencies will record our enquiries, which may be seen by other companies who make their own credit enquiries. If you provide false or inaccurate information and we suspect fraud, we will record this.
We and other organisations may use these records to:
- help make decisions on insurance proposals and insurance claims, for you and members of your household;
- trace debtors, recover debt, prevent fraud, and manage your insurance policies; and/or
- check your identity to prevent money laundering, unless you furnish us with satisfactory proof of identity.We and the administrator process all data in the UK but, where we need to disclose data to parties outside the UK, we and the administrator will take reasonable steps to ensure the privacy of your data during such transfers. In the event that your data needs to be transferred back to us and the administrator from the EU, then EU laws on data transfers will apply.
In order to protect our legal position, we will retain your data for a minimum of 7 years. We have a Data Protection regime in place to oversee the effective and secure processing of your data. Under Data Protection legislation, you can ask us for a copy of the data we hold, have it corrected, sent to a third party or deleted (subject to our need to hold data for legal reasons). We will not make your personal details available to any companies to use for their own marketing purposes.
If you wish to complain about how we have handled your data, you can contact us and we will investigate the matter. If you are not satisfied with our response or believe we are processing your data incorrectly, you can complain to the Information Commissioner’s Office by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF or by telephone on 0303 123 1113.
For more information about how the administrator uses your data, please see the administrator’s privacy notice at www.castelangroup.com/privacy-notice
Rights of Third Parties
A person who is not a party to this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does not affect any right or remedy of a third party which exists or is available apart from that Act.
For your information, the Contracts (Rights of Third Parties) Act 1999 allows a person who is not a party to a contract to be able to enforce that contract if the contract expressly allows him/her to or if the contract confers a benefit upon him/ her. However the Act will not be applied if the parties make it clear in the contract that the third party does not have the right to enforce it. For further guidance please see www.legislation.gov.uk or contact the Citizens Advice Bureau.
Law and Jurisdiction
This policy shall be governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England.
Sanctions
We shall not provide any benefit under this contract of insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation.
Several Liability
The subscribing insurers’ obligations under contracts of insurance to which they subscribe are several and not joint and are limited solely to the extent of their individual subscriptions. The subscribing insurers are not responsible for the subscription of any co-subscribing insurer who for any reason does not satisfy all or part of its obligations.
The Insurer
This insurance is underwritten Novus Underwriting Limited who are registered in England and Wales under Company No. 10844265, with its registered office address at Cumberland House, 129 High Street, Billericay, Essex, CM12 9AH, on behalf of Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG. Registered Office: Aeulestrasse 60 (2. Stock) 9490 Vaduz, Liechtenstein.
Regulatory Details
Novus Underwriting Limited is an appointed representative of Direct Insurance Group Plc, which is authorised and regulated by the Financial Conduct Authority (Firm Reference No. 306080). Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG is regulated by the Liechtenstein Financial Market Authority and is deemed authorised by the Prudential Regulation Authority and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Firm Reference: No. 454140
Frasers Group Financial Services Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference: 311908.
The administrator is authorised and regulated by the Financial Conduct Authority. Firm Reference: 572287
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.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Electrical Product InsuranceInsurance Product Information Document
Product Replacement, Accidental Damage or Breakdown Plan
Company: Studio and Ace are trading names of Studio Retail Trading Limited, an appointed representative of Frasers Group Financial Services Limited, which is authorised by the Financial Conduct Authority for customer credit and general insurance. Church Bridge House, Henry Street, Accrington, BB5 4EE. 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 madeIf 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: 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Insurance Services - Further Relevant InformationProduct 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
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T's & C's
T's & C'sYour Studio Pay Credit Account
Updated: September 2023
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/Ace 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/Ace and certain Frasers Group brands (and any of 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 you 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 into 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 remains 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.
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).
If you do not have a Fixed Payment Plan, the minimum payment will be the higher of the two amounts below:
- 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 and 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 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 you 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 we 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 a right to withdraw from this agreement without giving us any 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 376 5680 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 and 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 the 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. This right doesn't apply where we are both the supplier and the lender.
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
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.
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.
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 charge 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
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. If you want to receive paper statements, 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/Ace 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 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 5680
- 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.
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Send feedbackThanks for the feedback. We will improve this article.Using Studio Pay for Frasers Group brandsWhat is Studio Pay?
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.
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Studio Pay Credit Account FAQs
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Site Policies
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T's & C's
T's & C'sDelivery and Returns
Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.
If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned, click here for more details.Delivery options
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.Delivery of pre-order Items
If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.
Split delivery
We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".
Cancellation period for online purchases
In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)
If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms.
For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at:
Studio Returns
Unit C
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RYPlease 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.
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Send feedbackThanks for the feedback. We will improve this article.GeneralLimitation of liability
- 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 obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
- 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.
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Send feedbackThanks for the feedback. We will improve this article.Cash Customer Trading TermsIn 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.
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Send feedbackThanks for the feedback. We will improve this article.Partner Program Product TermsWhen 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.
BRAND PARTNER RETURNS INSTRUCTION Activity Superstore Please reach out to our Customer Services 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 Services teamAirsprung Beds Limited For returns, please reach out to our Customer Services 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 6WAAmir and Co Ltd Please return items to the following address:
Amir,
Amir house,
Taylors Lane,
Oldbury,
B69 2BNArora Design Limited Please return items to the following address:
Arora Design LTD,
Buccleuch Mills,
Langholm,
Dumfriesshire,
DG13 0EBAspire Furniture For returns, please reach out to our Customer Services 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 9EQBabymore Ltd For returns, please reach out to our Customer Services team stating your reason for return. Badgequo Ltd Please return items to the following address:
Badgequo,
8 Belton Road,
Silsden,
BD20 0EEBaltic Pine (Norian UK Ltd) For returns, please reach out to our Customer Services team stating your reason for return. Benross Marketing Ltd Please return items to the following address:
Benross Marketing Ltd,
22 Goodlass Road,
Liverpool,
L24 9HJBirlea Furniture Limited For returns, please reach out to our Customer Services team stating your reason for return. Boxer Please return items to the following address:
Boxer Gifts,
Swinnow Lane,
Leeds,
LS13 4BSBrowns Confectionery Items are non-returnable due to goods being perishable. To discuss any issues with the product, please reach out to our Customer Services 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 4HNCascade Electrolite Ltd Please return items to the following address:
Cascade Holdings Ltd,
Gorse Mill,
Gorse Street,
Chadderton,
Oldham,
OL9 9RJCharacter World Ltd Please reach out to our Customer Services team stating your reason for return. CLX Sofas Ltd Please return items to the following address:
CLX Sofas Limited,
Unit B1 280 Woden Road West,
Wednesbury,
WS10 7SFComfy Quilts Ltd Please reach out to our Customer Services 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 3BFCrowther Creative Products Please reach out to our Customer Services team stating your reason for return. Croydex Limited Please return items to the following address:
Croydex, Central Way,
Andover Hampshire,
SP10 5AW, UKDezac Ltd Please reach out to our Customer Services team stating your reason for return. Digitek Trading Ltd Please reach out to our Customer Services 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 0ENEPE International Ltd Please reach out to our Customer Services team stating your reason for return. European Merchandising Serv. UK Ltd Please return items to the following address:
ATL FULFILMENT
Unit 7a Moorlandgate Business Park,
Cowling Road Chorley,
Lancashire,
PR6 9FEEurosonic Please return items to the following address:
ESG,
Sambro (Goods Out Bay 5)
Dumers Ln,
Bury,
BL9 9UEFizz Creations Please return items to the following address:
Fizz Creations,
6 Commerce Way,
Lancing,
BN15 8TAG J Handy Trading Ltd Please reach out to our Customer Services team stating your reason for return. Gablemere Ltd Please reach out to our Customer Services team stating your reason for return. GAME Please return items to the following address:
Unity House, Telford Road,
Basingstoke,
Hampshire,
RG21 6YJGardeco Ltd Please return items to the following address:
Gardeco Warehouse,
Units 7 & 8, Gemini Business Park,
Stourport Road,
Kidderminster,
DY11 7QLGem Order Limited Please return items to the following address:
Gem Order Limited,
5B The Courtyard,
Reddicap Trading Estate,
Sutton Coldfield,
Birmingham,
B75 7BUGFW Ltd Please reach out to our Customer Services team stating your reason for return. Greenside Packaging Services Ltd Please reach out to our Customer Services 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 6TSHome Curtains UK Ltd Please return items to the following address:
Home Curtains,
Stoney street,
Sutton in Ashfield,
Nottingham,
NG17 4GHIGSM Ltd Please return items to the following address:
IGSM Ltd,
1 Dewar Court,
Astmoor,
Runcorn,
WA71PTIT Luggage Ltd Please return items to the following address:
IT Luggage c/o
Whistl Fulfilment
MPS3 Typhoon Way
Lutterworth
Leicestershire
LE17 4XZKims Baby Equipment T/A Obaby Please reach out to our Customer Services team stating your reason for return. Lassic Ltd Please reach out to our Customer Services team stating your reason for return. Lloyd Pascal and Company Limited Please return items to the following address:
Lloyd Pascal,
Elan House,
Park Lane,
Castle Vale,
Birmingham,
B35 6LJLucky Dip Ltd Please reach out to our Customer Services team stating your reason for return. Mashco Ltd Please reach out to our Customer Services team stating your reason for return. Melrose Textile Co Ltd Please reach out to our Customer Services 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 8DHNeilsen Bainbridge Limited Please reach out to our Customer Services team stating your reason for return. Optima Manufacturing Jewellers Ltd Please return items to the following address:
Optima Ltd,
124 Hockley Hill,
Birmingham,
B18 5ANPaladone Products Ltd Please return items to the following address:
Paladone Products Ltd (Goods In),
Apex House,
Dolphin Way,
Shoreham By Sea,
BN43 6NZPersonalised Memento Please reach out to our Customer Services team stating your reason for return. Premier Decorations Ltd Please return items to the following address:
Premier Decorations Ltd,
Premier House,
Braintree Road,
Ruislip,
Middlesex,
HA4 0EJPrestige Touch Please return items to the following address:
Linmar House,
East Portway Business Park,
Andover,
SP10 3LUProduct Care Trading Ltd Please reach out to our Customer Services 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 8GZRaport Home Furnishing Container Please return items to the following address:
Rapport Home Furnishings Ltd,
Unit 23 Cosgrove Way,
Luton,
LU1 1XLRashmian Ltd Please return items to the following address:
Rashmian Ltd,
Unit J Brainrtee Industrial Estate,
Braintree Road,
Ruislip,
HA4 0EJRewards 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 2TTRicomex UK Ltd Please return items to the following address:
Cardinal C/O Ricomex UK Returns,
26 Sharston Road,
Manchester,
M22 4ZSRKW Electrical Distributors Please reach out to our Customer Services 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 1TPSabichi Homewares Limited Please return items to the following address:
Sabichi Homewares,
Priorswell Road,
Worksop,
S80 2BYShankar (UK) Ltd Please return items to the following address:
Shankar UK,
63 Major Street,
Wolverhampton,
WV2 2BLSilentnight Group Ltd Please reach out to our Customer Services 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 8PJSpeedy Products Ltd Please return items to the following address:
Speedy Products Ltd,
Speedy House,
Cheltenham Street,
Salford,
M6 6WYSpencer 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 1DYSpicers of Hythe Limited Please reach out to our Customer Services 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 7DTT 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 2BHThe Ace Supply Co Ltd Please return items to the following address:
Warehouse,
Unit A3/4 Southmoor Industrial Estate,
Southmoor Road,
Wythenshawe, Manchester,
M23 9XDThe Activity Superstore Limited Please reach out to our Customer Services team stating your reason for return. The Electric Incentive Company Ltd Please return items to the following address:
Returns,
EIC Direct Ltd,
Bakers Lane,
Black Notley,
CM77 8QSTyrone Textile Ltd Please return items to the following address:
30-31 Riverwalk Business Park,
Riverwalk Road,
Enfield,
EN3 7QNU Wear Ltd / U Wear UK Ltd Please return items to the following address:
U Wear UK Ltd,
Jaymaa Building,
Market St,
Droylsden,
Manchester,
M43 7DJUr in the Paper Ltd Please return items to the following address:
Kornit Digital (Custom Gateway Ltd),
Pinewood Court,
Larkwood Way,
Macclesfield,
SK10 2XRValbonne Lingerie (UK) Ltd T/A Cintamani Please return items to the following address:
54/56 Stocks street,
Cheetham Hill,
Manchester,
M8 8QJWelcome Furniture Limited Please reach out to our Customer Services team stating your reason for return. Widdop Bingham & Co Ltd Please return items to the following address:
Widdop & Co,
Broadgate,
Broadgate Business Park,
Chadderton,
OL9 9XEYou Garden Ltd Please reach out to our Customer Services 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.
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Send feedbackThanks for the feedback. We will improve this article.Offers, Promotions and CompetitionsWe 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.
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Send feedbackThanks for the feedback. We will improve this article.Fraud PreventionTo 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.
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Send feedbackThanks for the feedback. We will improve this article.Products not eligible for returnUnless 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).
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Send feedbackThanks for the feedback. We will improve this article.Description and Pricing of GoodsA 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.
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Send feedbackThanks for the feedback. We will improve this article.Deliveries (Before 9th Sep 2023)IMPORTANT NOTE: The below Terms are for orders which were placed on or before 8th September 2023. For our updated terms please see Delivery and Returns
Got a question about deliveries? We're here to help! Take a look at our handy Terms & Conditions for loads of information on delivery costs, exceptions and more...
Basically...
- Standard UK Delivery costs £4.99 and takes 3-7 days
- Certain postcodes including NI & Highlands cost £5.99 per order for Standard Delivery
- The Isle of Man, Scilly and The Channel Islands costs £7.50 per order for Standard Delivery
- Personalised goods are delivered within 5-10 days
- Items with a Larger Items symbol have a single delivery charge of £19.99 - this charge covers all other items in your order
- Delivery of Larger Items is organised in advance
- We currently don't deliver Larger Items (and a range of other items) to The Channel Islands
Standard Delivery
When using standard delivery (excluding personalised goods), you should receive your goods within 3-7 days from the date you place your order. However, if you want that personal touch, personalised goods will be with you in 5-10 days.
Please note, some products will take longer than 7 days to be delivered - these instances are highlighted next to the relevant goods on the catalogue page or the product details page on the site. This is subject to stock availability.
Your orders will be delivered to the address of the account holder (including a safe place or a neighbour) unless an alternative delivery address is specified. If you would like your goods to be sent to a different address, please ensure that you complete the 'Delivery Address' section (including full postcode) on your order form, provide the details to the operator if ordering by telephone or amend the relevant section when ordering online (please note this does not apply to a new customer's initial order).
Delivery Costs
If you live in mainland UK, delivery will be charged at a fixed rate of £4.99 per order unless specified (please see below for exceptions).
Delivery Exceptions
Northern Ireland & the following postcodes - £5.99 per order
HS1-9 IV2-28, 30-32, 36, 40-56, 63 KA27-28 KW1-17 PA20-38, 41-49, 60-78, 80 ZE1-3 PH17-26, 30-44 Other Areas - £7.50 per order
The Isle of Man and The Isles of Scilly and the Channel Islands.
Larger Items
Orders containing items with the Larger Item symbol will only incur a single delivery charge of £19.99. Even if there's more than one item in your order, you only pay one charge - no other delivery charge will be made. For example; if your order contains two large items and three standard items, you only pay £19.99.
Please note, we do not deliver any larger items to the Channel Islands, and some cannot be delivered to Northern Ireland, these are indicated on the relevant page.
Direct Dispatch
Some of our items are Direct Dispatch, which means they are sent direct from the supplier (you will see this message at the bottom of product pages).
If your item is Direct Dispatch, please allow 10 days for delivery (For items such as suites and pre-orders, please refer to the Product Details Page for more information).
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Send feedbackThanks for the feedback. We will improve this article.Returns (Before 9th Sep 2023)IMPORTANT NOTE: The below Terms are for orders which were placed on or before 8th September 2023. For our updated terms please see Delivery and Returns
Returning an Item
Basically...
If there is something wrong with your purchase
- Let us know within 30 days if your item(s) is damaged
If you change your mind about a purchase
- You have a 30-day period to return unwanted items
- You pay the postage fee to send unwanted goods back to us
- You have 30 days after your item is delivered to return it (unless it is faulty or damaged, please see below).
Before you return any item(s), you will need to fill out a Goods Return Form (this can be found on the back of any Parcel Contents Note we have sent you).
Once you've sent your item(s) off for return, it can take up to 14 days for them to be received back and your refund credited to your account. If you want to track this process, simply sign in to Your Account and click on Your Credit & Returns.
Returns Address
Studio Returns Department
Henry Street
Church, Accrington
BB5 4ELAlternatively, for larger goods (for example, home appliances or furniture), please contact us and we will arrange collection for you. If we accept your return, we pay for the collection.
Damaged Items
If you receive a damaged item, please inform us within 30 days of delivery and we'll be happy to help.
All you'll need to do is return the damaged goods with a Goods Returns Form (found on the back of any Parcel Contents Note) and make sure you keep a receipt from your courier as proof of return.
If more than 30 days have passed since purchase or delivery, and your item is faulty, please contact our Customer Services team.
Please bear in mind, we don't offer exchanges or refunds if your item is faulty due to accidental damage, neglect, misuse, or normal wear and tear.
Other Returns
Jewellery
Contact our Customer Services Team to be advised on the returns procedure. Please use the Special Delivery post service for returning jewellery goods with a value in excess of £50, failure to do so will mean that you are responsible for the cost of any goods lost in transit.
Furniture
Please ensure that due care and attention is taken when un-packing your furniture purchase. Returns will only be accepted in the original packaging within your 14-day cancellation period. We may make a deduction from any refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you, for example a customer returns flat pack wardrobe, which s/he has clearly attempted to assemble by opening packs of screws and trying to fit the parts together.
Large Domestic Appliances
Please make sure the goods are checked carefully before the delivery driver has left your home and before they are installed and used. If, after checking the goods, you are not completely satisfied for any reason, the goods will be taken back by the delivery driver.
Suites
Where goods are faulty or damaged on receipt, we will arrange for the goods to be inspected and agree a course of action with you. If the goods can be repaired that will be done, if not a replacement, or a full refund will be arranged.
Petrol Powered Products
Please note that petrol products should never be transported with petrol inside. We are unable to accept a returned goods containing petrol due to Health & Safety legislation.
This does not affect your statutory rights.
Personalised Goods
*As personalised products are tailored specifically for you, we cannot issue a refund or cancel your item once the order has been processed, unless the product has developed a fault within a reasonable time since delivery or has been delivered damaged.
Your statutory rights are not affected should goods be faulty or damaged.
Other Non-Returnable Goods
You cannot return pre-recorded material, software, fragrances or confectionery were the seal has been broken, or mobile phones that have been activated. For reasons of health and hygiene, mattresses which have been unwrapped, earrings for pierced ears, body bars, swimwear and lingerie, are also excluded. Your statutory rights are not affected should goods be faulty or damaged.
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Send feedbackThanks for the feedback. We will improve this article.Cancellations (Before 9th Sep 2023)IMPORTANT NOTE: The below Terms are for orders which were placed on or before 8th September 2023. For our updated terms please see Delivery and Returns
Cancelling an Order
Basically...
If you need to cancel an order
- You have a 14-day cancellation period from the date your items are delivered to cancel and send them back, without paying a fee
- Pre-delivery: We'll try to cancel the items for you - or if this is not possible, the items would need to be returned to us once delivered.
- You pay the postage fee to deliver goods back to us
- If you have used or damaged the item, we may deduct value from your refund
Regretting an order? Here's our current policy.
You may cancel your order for whatever reason within the 14-day cancellation period from the date of delivery ("cancellation period"). The cancellation period will expire 14 days after you have received all the goods in your order. You must post the goods back to us at your expense.
Please note, you cannot cancel personalised products as they are tailored specifically for you.
We will credit all items received from you, and if you return your full order we will also credit the delivery cost.
We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the credit using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise.
We may hold reimbursement until we have received the goods back, or you have supplied evidence of having sent the goods back, whichever is the earliest. You are advised to keep your proof of postage (from the Post Office) or a receipt (from the courier). Please fill in a Goods Return Form and pop it in your parcel.
If you need help with the Goods Return Form, please check - I need help with the Goods Return Form
Returns Address
Studio Returns Department
Henry Street
Church, Accrington
BB5 4ELAlternatively for larger goods (for example, home appliances or furniture), please contact us and we will arrange collection for you. If we accept your return, we pay for the collection.
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Send feedbackThanks for the feedback. We will improve this article.Who we areIf 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
Frasers Group Financial Services Limited registered address is Church Bridge House, Henry Street, Accrington. BB5 4EE Registered in England Company no. 00718151 VAT no. 125688644
Website Operator
Studio Retail Trading Limited registered address is Church Bridge House, Henry Street, Accrington. BB5 4EE Registered in England Company no. 03994833 VAT no. 125688644
Customer Services
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T's & C's