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

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

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

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

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

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

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

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

You can find your tracking details for each of your parcels online in your order history.

We'll also keep you updated about your deliveries by email. Our dispatch email will include your unique tracking number for your order. Please check your junk folder, if you haven't got the email.

Standard Delivery takes three (3) to seven (7) days. 

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

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

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

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

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

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

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

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

In most cases, yes. Your preferred delivery address: 

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

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

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

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

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

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

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

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

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

We allow deliveries within the UK, including Northern Ireland.

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

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

We're sorry to hear that your parcel is being returned to us. The carrier will attempt to deliver your order three times, however sometimes there might be a problem locating or accessing the delivery address stopping the delivery driver from delivering your parcel. In these cases the parcel will be returned to us. 

Occasionally orders can be damaged whilst in transit and can't be delivered. This could also result in your parcel being returned.

When an order is returned to us by the carrier, we can't re-direct the parcel so the order will be refunded to the same method used to make the payment. If you still want the order you will need to place a new order.

Once you've placed your order we will send you an order confirmation email detailing what you bought, including the costs and expected delivery information.

We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. 

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

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

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

We are sorry to hear your item is damaged.

If your item has been delivered damaged, please get in touch with our Customer Services team within 28 days from the delivery date so we can help you.

When contacting us please try to have your order details to hand so we can help you more easily.

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

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

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

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

We're sorry to hear there's been a problem with your order.

Please contact our Customer Services team within 28 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide an image to show our Customer Services team the wrong item. This will help us better understand your query so we can help you.

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

Please contact our Customer Services team within 28 days of the parcel being delivered. When contacting us, please let us know full details of which part is missing so that we can better understand the problem and help you further.

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. 

The time might depend on your banks processes. 

We’re sorry to hear there are issues with your order.

Please contact our Customer Services team within 28 days from the delivery date with full details of the item so we can help you.

When contacting us, please also provide a clear image showing the fault.

We accept most well known payment methods:

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

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

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

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days. 

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

Yes, you can.

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

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

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

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

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

How do I activate my card?

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

Who do I contact for further information?

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

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

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

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

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

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

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

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

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

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

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

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

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

If you experience any further issues ordering to your Studio Pay account, or managing your Studio Pay account please contact the Studio Pay team for support - How can I contact Studio Pay?

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

Why are energy ratings changing?

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

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

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

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

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

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

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

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

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

What do the new labels mean?

BELDRAY REVO CORDLESS VACUUMS

SALTER HAND VACUUM CORDLESS

Studio item numbers: 

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

PROBLEM:

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

FAULTY BS DC ADAPTER (UK & IRELAND ONLY)

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

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

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

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

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

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

We apologise for the inconvenience caused.

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

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

Sizes vary with different brands and styles.

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

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

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

1. Securely repack your items, and include a completed returns form inside your parcel. You can find the returns form attached to this article.
2. On the outside of your parcel, address your return to the correct returns address.
   • Items that were shipped from a Brand Partner: Check Returns - Bought from a brand partner for the returns address & instructions - This information should've also been included inside your parcel.
   • Items that were shipped from our warehouse: Address your parcel to-
     Studio Returns
     Unit C,
     Brook Park East,
     Shirebrook.
     NG20 8RY
3. Send your parcel 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.
4. For peace of mind, we encourage you to keep a receipt as proof of your return.

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

RETURNS POLICY OVERVIEW

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

If 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

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

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

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

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

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

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

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

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

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

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

No, we do not exchange items.

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

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

We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.

At certain times of the year, the process time will be longer, like around Christmas and public holidays.

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

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

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

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. Representative 39.9% APR variable.

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. 

Frequently 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!

What do I need to do to get an account?

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

How does it work?

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

What do I need to do?

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

What else do I need to know?

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

As a responsible lender, there are a number of reasons why we might decline an application for a credit account.

To help make the right decision, we use:

• Information submitted in your application
• Information provided by Credit Reference Agencies
• And any internal information that we may have

These are all then assessed against their lending criteria.

Where can I find out why I was declined?

If your application for a credit account has been declined and you want to know why, you can get in touch with our Financial Services team using the links below.

Can I reapply?

We don't recommend applying again immediately as it's highly unlikely the decision will change and it may have a negative impact on your credit file.

However, if you want the decision to be reviewed, you can find our up-to-date contact details here - How Can I Contact Studio Pay.

You might find it helpful to review your credit report through an agency, such as Experian.

When you login to My Account, you will see your account number near the top of the screen.

You can also find your account number on the paperwork we send to you.

If you are still unable to locate your account number please contact us and we can arrange for your account number to be posted to your registered address.

Your current credit limit can be found on the site.

After logging in and clicking My Account you can find your credit limit information on the Account Summary page. This information is also displayed on your most recent statement.

Yes, it's easy to spread the cost with a Studio Pay Credit Account. Representative 39.9% APR variable.

You don't need to make a payment with your order; you simply wait for your statement and once it arrives you can either pay in full or spread the cost. The choice is yours.

As long as you pay the minimum amount shown on your statement by the due date you can take as long as you like to pay for your order. We offer a truly flexible approach to paying for your items.

If you would like to know further details you can view our trading terms for more information. If you have a Credit account, please see Your Studio Pay Credit Account for more information. If you pay by debit or credit card when you order, please see the Cash Customer Trading Terms for more information. 

What is Interest?

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

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

How does interest work with different plans?

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

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

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

What can I do to reduce interest?

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

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

Alternatively, you can watch the video below:

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

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.

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

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

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

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

If you've had a change in circumstances that may affect your ability to pay your Studio Pay Credit Account, please let the Financial Services team know so that they can try to help you. Their contact details are-

• 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.

One

	Account Number Your account number is always shown here - you'll need this if you give us a call, write to us or want to log into your account online.	Two
	Summary Your 'summary' provides key information about your account including your balance, minimum payment and your payment due date.
	Information Panel We use this space to provide you with important information about your account including any changes to your credit limit, payment plans coming to an end or new ways to pay.
	Bank Giro Credit Form You can use this bank giro credit form when you want to pay over the counter in a bank, building society or at a post office.

	Date This is the date of a credit, charge or in the case of an order its despatch date and for payments it is the day we received it.	Three
	Description This is a short summary of the type of transaction.
	Credits Credits include any items you have returned or payments we have received.
	Charges Charges include any orders placed, interest charges, account protection or any other fees.
	Estimated Interest We are required to give you an estimate of how much interest you might be charged on your next statement. The amount assumes you pay the minimum payment and you don't make any other purchases.
	Your Payment Plans This section gives you a summary of the payment plans you have - including BNPL and Interest Saver. You can see the original order value, how much you have left to pay and the date that the plan expires. The Monthly Payment shown is included in the Minimum payment show in Your Summary.

Payment Methods

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

Paying by Direct Debit

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

You can set one up by getting in touch with our Studio Pay team on 0371 376 5680.
Please do not set up a standing order or online transfer from your bank account as your payments could be delayed or fail to be allocated to your account.

Paying on the website

This is the easiest way to make a payment. Just log into "My Account", select "Make a card payment" and complete your payment details using your debit or credit card. Remember to allow up to 48 hours for your payment to show on your Studio account.
If you choose the Pay Now option, you can simply pay the full cost of an order immediately by a credit or debit card.

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.

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

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.

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.

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.

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

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

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

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

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

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

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

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

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

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

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

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

• 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.

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

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

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

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

We're here to help customers in financial difficulty

If you're in financial difficulty or going through a life changing event, such as illness or bereavement, which is affecting your ability to pay, please get in touch. We understand that many issues can make things difficult or cause you to struggle with payments. Together, we can discuss your situation and consider options to help you get back on track.

Our advisers are sympathetic and easy to talk to. Anything we discuss is private and confidential, so you don't need to worry. Your wellbeing is our priority, so please get in touch if you need help.

The sooner you get in touch the better

How to contact us

Call our friendly and dedicated support team on 0371 376 5680*.

Monday Friday 8am to 8pm
Saturday 8am to 4pm

If you'd prefer a family member or another person to call us on your behalf, please contact us on the above telephone number to request a 'letter of authority' form.

You can also get in touch using our secure webform. Please select 'Payments' and then 'I'm having financial difficulties' from the drop-down options provided.

We'll listen carefully to understand your situation

We'll only ask for the information we need to understand your circumstances and find the right solution for you.

We may need to carry out a household income and expenditure assessment over the phone. We'll ask you questions about what other bills you pay and what money you have available to pay them.

If we need to call you it would be really helpful to us if you have details of your monthly income and expenditure available to hand.

We've got options to get you back on track

Once you've contacted us, we'll work with you and look at your best options. Here are some examples of the support we have available to our customers:

Other organisations that can help

If you're struggling with multiple debts or have general money worries, there are independent organisations who can provide help and support. Please let us know if you've already contacted or plan to speak to one of these organisations. This helps us keep up to date with any changes in personal circumstances that may affect your payments. This means we can also help to provide you with any support you may need.

	StepChange is a debt advice charity that helps people tackle their debts by providing practical debt solutions. Call their debt helpline for free on 0800 138 1111.
	Citizens advice offer debt advice as well as assistance on employment, housing, benefits, tax credits and immigration. Just visit or call your local Citizens Advice office.
	Age UK provide information and advice on anything from health to housing. They can be contacted on 0800 169 2081 - calls are free from any UK landlines.
	Samaritans is a registered charity supporting anyone in emotional distress, struggling to cope or at risk of suicide throughout the UK and Ireland. They can be contacted on 116 123 - calls are free from any phone.

*Calls to 0371 numbers are charged at the same rate as standard landline numbers that start with '01' or '02'. If your phone tariff offers inclusive calls to landlines, calls to 0371 numbers will also be included in the same way.

If you cant make your next payment, please let us know so that we can try to help you. if you are experiencing any financial difficulties you can also check our Financial 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.

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.

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

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

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

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

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

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

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

• 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.

To keep things safe on our website and app, we'll sometimes send you an Email or a Text message asking you to enter a unique code before giving you access to your account online.

If you've received one of these messages and are concerned someone is trying to access your Studio Pay account, please contact them for help. You can get in touch with Studio Pay using their secure online contact form or by calling 0371 376 5680

What is Interest Saver

Interest Saver is a credit option on your Studio Pay Credit Account that allows you to spread the cost of an order without paying any interest for a specific time. Representative 39.9% APR variable. We call this an Interest Saver plan. Our Interest Saver plans can run for 3, 6 or 9 months depending on how much you spend.

How does it work?

Whenever an Interest Saver plan is available we will tell you how long it will last for and how much you need to spend to be eligible for the offer. Don't worry, we will tell you if your order qualifies when you checkout. We make sure that no interest is added to your account for the eligible order, but if you already have a balance on your account you may still be charged interest on that amount. We will charge interest once the plan ends. Read more about how we charge interest in Interest Explained.

What do I need to do?

You will receive a monthly statement and you must pay at least your minimum payment each month to keep your plan running. So you can see where you are up to, we will show your Interest Saver in the "your plans" section towards the end of the statement.

What else do I need to know?

You need to make payments on top of your minimum payment if you want to pay off your Interest Saver plan before it runs out and interest starts being charged. Step by step instructions on how to do this are shown on your statement, or you can read more in Your Statement Explained. If you do not make at least your minimum payment, your plan may come to an end early, and you will be charged interest straight away in addition to a late payment charge.

Interest charged and how to avoid it

The minimum payment on your statement will include the amount you need to pay to keep an Interest Saver plan running. If you only pay the minimum payments, interest will be charged after the plan expires and will be back dated to when the order was despatched but will take into account any payments you have made to your plan. To avoid paying interest on your Interest Saver plan, you need to make sufficient payments above the minimum amount to ensure you pay off the plan before it expires. To make it easy, we always include all the important information such as the expiry date and amount of the plan in the 'Your plans' section towards the end of your statement.

Alternatively, you can watch the video below:

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.

About Your Product Replacement, Accidental Damage or Breakdown Plan

SECTION 1 - INTRODUCTION

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How to Make a Claim

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

The Insurance Contract

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

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

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

Demands and Needs

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

SECTION 2 - IMPORTANT INFORMATION

It is important that:

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

Which Product Is Insured

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

Information You Give Us

Eligibility

The eligibility requirements are as follows:

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

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

Disclosure of Important Information

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

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

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

When cover ends

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

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

SECTION 3 - WHAT IS COVERED

Breakdown:

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

Accidental Damage:

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

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

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

In the event of each valid claim:

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

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

SECTION 4 - WHAT IS NOT COVERED

We will not pay for any claim:

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

SECTION 5 - GENERAL CONDITIONS

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

SECTION 6 - MAKING A CLAIM

Who to Contact

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

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

Things You Must Do

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

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

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

SECTION 7 - CANCELLATION OF THE POLICY

Your Cancellation Rights

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

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

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

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

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

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

The Insurers’ Cancellation Rights

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

SECTION 8 - HOW TO MAKE A COMPLAINT

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

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

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

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

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

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

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

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

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

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

SECTION 9 - LEGAL, REGULATORY & OTHER INFORMATION

Other Insurance

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

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

Fraudulent Claims or Misleading Information

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

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

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

Financial Services Compensation Scheme

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

Data Protection Notice

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

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

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

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

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

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

Rights of Third Parties

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

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

Law and Jurisdiction

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

Sanctions

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

Several Liability

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

The Insurer

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

Regulatory Details

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

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

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

SECTION 10 - DEFINITIONS

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

Product Replacement, Accidental Damage or Breakdown 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

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.

 

What 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.

What has happened?

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

Why has my account been returned?

Why will it take up to 90 days?

Should I continue to make payments?

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

The named person has passed away what shall I do?

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

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

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

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

Can you send the payment to my bank account?

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

How is my refund calculated?

What is Compound Interest?

Notional Credit Position

Compensatory Interest

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

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

How can I contact you?

Frequently asked questions, with answers

What has happened?

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

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

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

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

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

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

Why has my account been returned?

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

Why will it take up to 90 days?

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

Should I continue to make payments?

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

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

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

The named person has passed away what shall I do?

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

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

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

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

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

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

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

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

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

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

Can you send the payment to my bank account?

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

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

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

How is my refund calculated?

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

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

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

What is Compound Interest?

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

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

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

Notional Credit Position

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

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

Compensatory Interest

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

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

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

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

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

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

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

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

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

How can I contact you?

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

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

Email us: fsremediationteam@studio.co.uk

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

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

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

How can I send the proof you have asked for?

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

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

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

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

Can you send the payment to my bank account?

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

How is my refund calculated?

What is Compound Interest?

Notional Credit Position

Compensatory Interest

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

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

Why haven't I received my cheque yet?

My cheque has expired/I have lost my Cheque.

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

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

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

How can I contact you?

Frequently asked questions, with answers

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

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

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

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

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

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

How can I send the proof you have asked for?

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

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

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

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

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

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

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

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

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

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

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

Can you send the payment to my bank account?

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

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

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

How is my refund calculated?

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

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

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

What is Compound Interest?

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

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

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

Notional Credit Position

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

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

Compensatory Interest

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

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

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

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

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

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

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

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

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

Why haven't I received my cheque yet?

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

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

My cheque has expired/I have lost my Cheque.

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

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

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

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

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

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

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

How can I contact you?

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

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

Email us: fsremediationteam@studio.co.uk

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

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

Complaints Information

Firm name: Frasers Group Financial Services Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st May 2023 - 31st October 2023

Brands/trading names covered: Studio & Ace

Archive Data

Financial Services Information - 1st November 2022 - 30th April 2023

Financial Services Information - 1st May 2022 - 31st October 2023

Financial Services Information - 1st November 2021 - 30th April 2022

Financial Services Information - 1st April 2021 - 30th September 2021

Financial Services Information - 1st October 2020 - 31st March 2021

Financial Services Information - 1st April 2020 - 30th September 2020

Financial Services Information - 1st October 2019 - 31st March 2020

Financial Services Information - 1st April 2019 - 30th September 2019

Complaints Information

Firm name: Frasers Group Financial Services Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st November 2022 - 30th April 2023

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st May 2022 31st October 2022

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st November 2021 30th April 2022

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st April 2021 30th September 2021

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st October 2020 31st March 2021

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st April 2020 31st September 2020

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st October 2019 31st March 2020

Brands/trading names covered: Studio & Ace

Firm name: Studio Retail Limited

Group: (if applicable): N/A

Other firms included in this report (if any): None

Period covered in this report: 1st April 2019 30th September 2019

Brands/trading names covered: Studio & Ace

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

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

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

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

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

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

When you place an order with us and choose to pay by card, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement. We will only charge you once the order has dispatched.

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

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

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

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

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

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

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

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

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

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

Are you struggling on the login page?

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

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

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

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

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

Are you currently registered on the website?

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

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

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

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

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

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

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

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

Once you login to your account online, you'll be able to change some of your details. The information you can see and update will depend on the type of account you have-

If you have a Studio Pay credit account - you will be able to update your billing address, phone number, credit limit & statement preferences. To do this, head here.

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

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

For help changing any preferences associated with your Studio Pay account, please contact the Studio Pay team directly - How can I contact Studio Pay?

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

If you'd prefer to keep your account, but would like to stop receiving promotional messages you could change your preferences. If you'd like to do this, please check here - How can I change my marketing preferences?

Important note - If you're trying to remove your online login, or close your Studio Pay credit account, you will need to contact the Studio Pay team so they can help you further. For further information, including the Studio Pay team's contact details please see  - I want to close my Studio Pay credit account

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

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

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

Hotmail

1. Open your inbox

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

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

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

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

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

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

4. Select "Add sender to safe senders list"

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

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

Yahoo!

1. Open your inbox.

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

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

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

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

Microsoft Office Outlook 2007

1. Open your inbox

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

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

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

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

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

AOL Mail

1. Open your inbox

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

3. Click “Add contact” to confirm

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

Google Mail

1. Open your inbox

2. Navigate to an email from us

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

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

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

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

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

The following definitions are used in these terms:

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

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

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

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

Delivery of pre-order Items

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

Split delivery

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

Cancellation period for online purchases

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

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

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

For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at: 
Studio Returns
Unit C
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RY

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

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

Returning items

You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) to change your mind and return the items back to us.

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

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

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

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

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

Refunds

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

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

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

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

Returning items that have been sent out incorrectly

Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly.

Defective items

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

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

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

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

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

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

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

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

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

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

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

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

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

Limitation of liability

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

Events outside our control

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

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

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

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

WEEE Regulations

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

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

Governing law and jurisdiction

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

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

Ordering and payments

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

Cancelling your order

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

Refunds

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

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

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

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

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Studio also offers a great range of flexible payment options which include Buy Now, Pay Later for Personal Credit Account holders.

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

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

Studio is a trading name of Studio Retail Trading Limited (Company no. 03994833), which is an introducer of credit not a lender. Studio Pay is provided by Frasers Group Financial Services Limited (Registered Company no. 00718151), which is authorised and regulated by the Financial Conduct Authority (FRN 311908) for consumer credit and general insurance and a member of the Finance and Leasing Association. Both companies are registered in England and their registered office is: Church Bridge House, Henry Street, Accrington BB5 4EE

What is Complete Savings?

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

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

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

Contact details for Complete Savings:

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

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

What is wly*completesave.co.uk?

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

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

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

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

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

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

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

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

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

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

Online tracking

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

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

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

Check your home before you contact us

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

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

When you can and can't claim

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

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

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

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

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

Security is important to us.

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

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

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

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

Our regular opening times are as follows:

Monday to Friday: 8am to 8pm
Saturday & Sunday: 9am to 5pm

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

My Account

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

Help Centre Articles

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

Contact Customer Services

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

• Chat - Available during our standard business hours (see: Customer Services Opening Times)
• Email - Available 24/7, we'll reply to your message as soon as we can during our standard business hours.
• Facebook - Available 24/7, we'll reply to your message as soon as we can during our standard business hours.

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

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

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

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

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

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

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

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

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

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

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

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

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

Suitable for children aged 3 and over

Suitable for children aged 7 and over

Suitable for children and teens aged 12 and over

Suitable for teens aged 16 and over

This privacy notice was last updated May 2023

Don't worry, your data is in safe hands

Our Privacy Notice explains how we use your personal information and share it, where necessary, to ensure that your personal data experience is as clear and uncomplicated as possible. Ensuring that your data is safe and secure is another key priority and you will find out more about how we do this in this Privacy Notice.

Processing data is a serious business and we understand that, find out more in the information below about your data protection rights and how we collect, use, share and store your personal information. This may include personal information we already hold about now plus further personal information we might collect about you, either from you or from a third party. How we use your personal information will depend on the relationship you have with us. Please be aware that we do not knowingly sell to under 18-year old's and therefore do not process children's personal data except for the minimal data used during personalisation of goods.

Keep in the know

Under the Data Protection Laws, we are the Data Controller of your information. This means we are responsible for how your personal data is collected, stored and processed.

If you have questions about how we handle your personal information, or you feel the data we hold is incorrect, out of date or you'd like a copy of the data we hold about you, our Data Protection Team is here to help.

To contact our Data Protection Team please email data.protection@frasers.group

How do I complain?

We understand that sometimes we may get it wrong and would love to be able to put it right as quickly as possible. If you do want to complain please in the first instance, contact either:-

• Studio - If your complaint is about retail activity, such as your orders, deliveries or returns.
• Studio Pay - If your complaint is about your credit account, payments, charges or an extended warranty you have purchased from us.

Details on how to contact are at the bottom of this page.

If the complaint is in relation to your personal data, you have the right to lodge a complaint with the Information Commissioner's Office. Further information, including contact details, is available at https://ico.org.uk

For regulated complaints only (Studio Pay)-
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: complaint.info@financialombudsman.org.uk

Information collected directly from you

When opening an account with us, we'll ask for various piece of information from you. This includes everything from your name and address, to your date of birth, email address and details of your account. However, there's nothing to be alarmed about! Every piece of information we take has its purpose and enables us to administer our contact and relationship with you.

We also may collect information when you are visiting our website using cookies. To access our Cooking Policy please click on the following link: Cookies, Tracking Beacons and Pixels

Information collected from third parties

We always want to ensure we are serving you the best we can if you apply for credit, this means we need to know a little more about you. To make sure we can identify your creditworthiness, we use Credit Reference Agencies. We always want to ensure that we are promoting responsible lending and preventing our customers from getting into more debt than they can afford. The information shared may include your current and past financial data together with income verification, credit commitments and income and expenditure estimates.

We will also share your data with credit and fraud prevention agencies to check accuracy and for the purpose of fraud and other illegal activity. As part of the processing of your personal data, decisions may be made by automated means. This means we may automatically decide that you pose a fraud or money laundering risk. If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services or financing you have requested, or we may stop providing existing services to you. A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing, or employment to you.

Also please note that your account information, both positive and negative, will be shared and can be viewed by other organisations. Further details on how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found by going to www.cifas.org.uk/fpn

Once you have a Credit Account with us, we will make periodic searches of Credit Reference Agencies to manage your account on an ongoing basis. These searches will not be available to other lenders for credit assessment purposes. We will regularly carry out credit risk checks and affordability checks with these Credit Reference Agencies. However, these ongoing checks will not be recorded by the Credit Reference Agencies.

Information we share with third parties

We will only share your information in a lawful and controlled way.

If we provide you with a Credit Account, we will supply details of your account to Credit Reference Agencies which includes details of how you manage your account, if you do not pay on time, or pay less than required. Please always be aware that this information will be recorded and may affect your ability to obtain credit with us or elsewhere in the future.

The three main Credit Reference Agencies are Experian, TransUnion and Equifax. To access the Credit Reference Agency Information Notices (CRAIN) please follow the links below.

• Experian limited
• TransUnion International UK Limited
• Equifax Limited

Although we would like to do most things ourselves, we do however use a variety of Service Partners to make certain services available to you. To do this, we may need to share your personal information with them which is only done when we have confirmed that they apply appropriate data protection and security controls. Furthermore, we always have appropriate contractual agreements with our partners to make sure that the necessary levels of care with your personal data is maintained at all times.

From time to time we may need to share your personal information with other third parties for a variety of reasons such as governmental bodies, regulators, law enforcement agencies, fraud prevention agencies and courts where we are required to do so. In any scenario, we'll satisfy ourselves that have a lawful basis on which to share the information.

How long do we keep your personal information for?

Don't worry, we won't keep your information forever. Different types of information can be kept for different times, and normally the longest we keep information is 6 years. However, when we are required to satisfy a regulatory request (e.g. Financial Conduct Authority), we may keep it for 12 years.

Know your rights

Whenever we process your personal information, we must have something called a "legal basis" for what we do. The different legal bases we rely on are below but for the most part we use the 'Performance of a contract' legal basis. Where we do use 'Consent' we will make sure that the opt in preference in clear and simple to see.

• Performance of a contract: We must process your personal information in order to be able to provide you with one of our products or services
• Consent: You have told us you are happy for us to process your personal information for a specific purpose. Where we rely on consent as the legal basis on you may withdraw that consent at any time
• Legitimate interests: The processing is necessary for us to conduct our business, but not where our interests are overridden by your interests or rights
• Vital interests: The processing of your personal information is necessary to protect you or someone else's life
• Legal obligation: We are required to process your personal information by law

You have a number of rights under data protection law which, in certain circumstances, you may be able to exercise in relation to the personal information we process about you.

These include:

• The right to be informed
• The right of access
• The right of rectification
• The right to erasure
• The right to restrict processing
• The right to data portability
• The right to object
• Rights in relation to automated decision making and profiling

If you are seeking to exercise any of these rights, please contact Customer Services using the details at the foot of this notice. We will always try to make the processes as easy as possible for you so may respond on behalf of all the Group. Please note that we may also need to verify your identity before we can fulfil any of your rights just to be on the safe side.

Automated decisioning for credit products

When you apply for credit, we may decide whether we can lend to you automatically comparing the information you provide to use against our lending criteria. This criteria includes:

• Credit score
• Credit history
• Employment status
• Assessment of affordability

Your information will be compared against this and we may make a decision automatically about whether to offer you credit and the amount.

You do have the right to ask us to look at this manually, if you would like to discuss an application which has been completed using automated decision-making please contact Customer Services using the details at the foot of this notice.

We'll also analyse and combine the information collected (sometimes automatically) to understand the way you use your account and our services as well as what you might like and what you might do. Through our analysis we may create a profile of you to help us predict your financial behaviour and preferences so we can provide services to you ('profile information').

Why we may contact you

We'll communicate with you about products and services we are delivering using any contact details you have given us for example by post, email, text message, social media and notifications on our app or website. It's important to use that we know what our customers think so you may also be contacted for market research purposes.

Where you have given us consent to receive marketing we will also contact you, if at any time you wish to remove your consent please use the contact details below.

Finally, we send our catalogues and other paper-based information to selected customers throughout the year. If you want to stop receiving these (maybe to save some trees?) you can stop receiving them by contacting us on the details below.

If you need information on how to contact Studio or Studio Pay please use the 'Contact Us' menu on the Help & FAQ's page.

To see more details about the Group please go to Brands | Frasers Group.