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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

In most cases, yes. Your preferred delivery address: 

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

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

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

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

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

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

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

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

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

We allow deliveries within the UK, including Northern Ireland.

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

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

Our delivery partners will attempt to deliver your order three times. 

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us. 

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it. 

If you require the items, we would ask you to place a new order.

Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.

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

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

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as:

• During busy periods - when a sudden high volume of products needs to be shipped.
• Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
• Bad weather – when it may be more difficult for products to be shipped around the country.

We will keep you informed by email on the progress of your order.

We are currently seeing a high volume of customer orders being placed, this is introducing a slight delay with the order appearing on our systems.

If you've placed an order; but wondering why you can't see it in your account yet (or haven't had your confirmation email) - please don't worry, It'll just take a bit longer for your order to appear. It could take a couple of hours. 

Please also note, our Customer Service team will also not be able to see/check your order in the first couple of hours due to the same delay.

If you have a login to the website; we'd recommend you allow a couple of hours and after then you will be able to see your orders in your order history.

If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’. 

If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:

Any other codes need to be added in the payment section. 

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

Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.

Please note:

Terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

We accept most well known payment methods:

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

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

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

If you are getting error messages when making a payment using a card, please check the following:

• The address registered on your card matches the billing address in My Account/on your order
• You are entering the card details correctly e.g the expiry date and security code from the back of your card
• Has your bank declined the payment, you will need to contact your card provider as they will have more information. 
• Try using a different card or payment method.

Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:

• The error message you are seeing
• A description of the problem
• What payment method you are trying to use
• What the products are you’re trying to purchase
• What internet browser you are using or if you are using our app
• Any other details that could be useful

Please note: If you are experiencing problems whilst using Studio Pay or Frasers Plus to make a payment, you will need to contact them directly.

I need to cancel my order

Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible. 

Depending on the status of your order, we may be able to cancel it for you, depending on the status of your order. Please contact Customer Service so that we can check this further for you. 

If your order has been shipped or starting going through our automated fulfillment process we will not be able to cancel your order. Please see our returns policy for details on how to return your order once received.

I need to change the address 

We cannot change your delivery address after you’ve placed your order. 

If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services. 

If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again. 

I need to change my order

We will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.

Also, once an order has been submitted we cannot make any changes, this includes:

• Adding or removing items
• Changing colours or sizes
• Changing the delivery options
• Applying promotional discounts

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

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

Yes, you can.

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

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

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

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

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

How do I activate my card?

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

Who do I contact for further information?

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

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

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

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

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

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

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

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

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

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

You may be looking at a promotion price that has since expired.

For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..

Additionally, please note that some products feature different pricing per size / colour / style etc.

Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.

We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.

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

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

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

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

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

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

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

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

If the item you received differs to what you ordered or expected, please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code so we can better help you.

Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.

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

Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

You're order may have been cancelled due to one of the following reasons:

• The items are out stock when it comes to packing your order
• The items are not available for shipping out of the UK
• The billing address doesn't match the details your payment provider has on records.

You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared. 

Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item come backs in to stock after the sale has ended.

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

The time might depend on your banks processes. 

If you've identified a fault with an item you ordered, please contact our Customer Service team with full details of the item and fault and we will investigate this for you.

When contacting us, please also provide clear images showing the fault so we can better help you.

Please note, all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.

VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.

If you haven't received this email, please check your junk folder.

How do I view my previous invoices online?

If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders. 

Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date. 

Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.

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

Why are energy ratings changing?

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

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

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

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

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

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

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

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

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

What do the new labels mean?

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

BELDRAY REVO CORDLESS VACUUMS

SALTER HAND VACUUM CORDLESS

Studio item numbers: 

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

PROBLEM:

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

FAULTY BS DC ADAPTER (UK & IRELAND ONLY)

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

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

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

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

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

• [email protected]
• www.salter.com or www.beldray.com
• 08081698571

We apologise for the inconvenience caused.

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

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

Sizes vary with different brands and styles.

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

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:

You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.

If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

Please note: Customer Service will not be able to give you advice on which products you should buy.

You can now return your online Studio order in a few easy steps. 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.

When returning all or part of your order due to a change of mind, using our returns portal ( https://studio.returns.international/pro ), you will be charged postage to return your items back to us, if your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.

If you’ve had items delivered to you from one of our brand partners, please see additional information for returning those items on our brand partner returns page.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

• 

  Securely repack your items.

• 

  Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.

• 

  You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.

• 

  Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.

RETURNS POLICY OVERVIEW

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

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

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

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

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

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

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

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

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

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

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

No, we do not exchange items.

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

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

I'm struggling to login

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

• Are you entering the correct order number - You can find your Order Number on the emails we send to you. It may look like this: EXAMP0000000123456
• Are you entering the correct email address or last 4 digits of the telephone number you used to place this order
• Check there are no spaces before or after the order number, email address or last 4 digits of the telephone number
• Is your order still within the 28 days return period? This starts from when you received your order

I can't download my returns label

• If you are using a mobile phone, please check your phone has received the latest updates
• If you are having difficulties opening the file, you may need to enable pop ups in your browser. If you are still unable to download your label a copy will also have been sent to your inbox
• If you haven't received your email containing the 'Order Label' please check your junk folder, the return label or QR code email will be sent from @returns.international

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

The time may differ depending on the refund reason.

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

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

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

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

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

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

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

Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this: 

Please see additional information below and details on how to return those items.

Returns policy overview

• Returns will be eligible for refund only, no exchanges are available for these items
• Items must not be used, worn or washed
• Items must be in original packaging and all tags attached
• Personalised items will not be accepted unless text is incorrect, or the item is faulty
• Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
• Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned.

Please note: postage will be payable. We do not offer a free returns service for unwanted items.

BRAND PARTNER	RETURNS INSTRUCTION
3P Enterprise LTD	Please reach out to our Customer Services team to make a return.
Activity Superstore	Please reach out to our Customer Service team to make a return.
Ace Casual Ltd	Please return items to the following address: Ace Casual, Bradford Road, Brighouse, HD6 4DJ To return items which were delivered via 'oversized delivery', please contact our Customer Service team
Airsprung Beds Limited	For returns, please reach out to our Customer Service team stating your reason for return.
Alan Symonds and Company Ltd	Please return items to the following address: Alan Symonds & Company Limited, Westminster House, Bakewell Road, Orton Southgate, Peterborough. PE2 6WA
Allison Baby UK Ltd	Please return items to the following address: Allison Baby UK Ltd Service Centre, Unit 15-17 Canal View Business Park, Wheelhouse Road, Rugeley, Staffordshire, WS15 1UY
Amir and Co Ltd	Please return items to the following address: Amir, Amir house, Taylors Lane, Oldbury, B69 2BN
Arora Design Limited	Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0EB
Aspire Furniture	For returns, please reach out to our Customer Service team stating your reason for return.
Aye Do Ltd	Please return items to the following address: Aye Do Ltd, 13 Murieston Green, Murieston, Livingston, EH54 9EQ
Babymore Ltd	For returns, please reach out to our Customer Service team stating your reason for return.
Badgequo Ltd	Please return items to the following address: Badgequo, 8 Belton Road, Silsden, BD20 0EE
Baker & Taylor Ltd	Please return items to the following address: Baker & Taylor UK Ltd, Unit 13, Empire Road, Bicester, OX26 2FL
Baltic Pine (Norian UK Ltd)	For returns, please reach out to our Customer Service team stating your reason for return.
Beam Feature Ltd	Please return items to the following address: Studio Returns, Beamfeature Distribution, Lidice Road, Goole, DN14 6XL
Benross Marketing Ltd	Please return items to the following address: Benross Marketing Ltd, 22 Goodlass Road, Liverpool, L24 9HJ
Birlea Furniture Limited	For returns, please reach out to our Customer Service team stating your reason for return.
Bluestem Group Ltd	Please return items to the following address: 38 Bluestem Road, Ransomes Industrial Estate, Ipswich, IP3 9RR
Boxer	Please return items to the following address: Boxer Gifts, Swinnow Lane, Leeds, LS13 4BS
Brakeburn	Please return items to the following address: Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole, BS15 3SS
Browns Confectionery	Items are non-returnable due to goods being perishable. To discuss any issues with the product, please reach out to our Customer Service team stating your reason for return.
Bunty Pet Products Ltd	Please return items to the following address: Unit 1 St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HN
Carte Blanche Greetings Ltd	Please return items to the following address: Carte Blanche Greetings Ltd, Unit 3, Chichester Business Park, Tangmere, Chichester, West Sussex, PO20 2FT
Cascade Electrolite Ltd	Please return items to the following address: Cascade Holdings Ltd, Gorse Mill, Gorse Street, Chadderton, Oldham, OL9 9RJ
Character World Ltd	Please reach out to our Customer Service team stating your reason for return.
Charles Bentley	Please return items to the following address: Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJ
CLX Sofas Ltd	Please return items to the following address: CLX Sofas Limited, Unit B1 280 Woden Road West, Wednesbury, WS10 7SF
Comfy Quilts Ltd	Please reach out to our Customer Service team stating your reason for return.
Crafters Companion	Please return items to the following address: Crafters Companion, St Cuthbert's Way, Aycliffe Business Park, Newton Aycliffe, DL5 6XW
Create Your World Ltd	Please return items to the following address: Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland, Co Durham, DL13 3BF
Crowther Creative Products	Please reach out to our Customer Service team stating your reason for return.
Croydex Limited	Please return items to the following address: Croydex, Central Way, Andover Hampshire, SP10 5AW, UK
Dawson Rodgers & Co T/A Clair De Lune	Please return items to the following address: Clair de Lune Shentonfield Road Sharston Ind Est Manchester M22 4RW
Dezac Ltd	Please reach out to our Customer Service team stating your reason for return.
Digitek Trading Ltd	Please reach out to our Customer Service team stating your reason for return.
Downland Bedding	Please return items to the following address: Downland Bedding Co Ltd 23 Blackstock Street Liverpool L3 6ER
Dreams 'n' Drapes	Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Estate, Ravenscraig Road, Little Hulton, Manchester, M38 9PU
Enesco European Giftware Group Ltd	Please return items to the following address: Enesco Limited Brunthill Road Kingstown Carlisle CA3 0EN
Endura	Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF
EPE International Ltd	Please reach out to our Customer Service team stating your reason for return.
Eskuta Limited	Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD
Esselle Retail Limited	Please return items to the following address: Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UE
European Merchandising Serv. UK Ltd	Please return items to the following address: ATL FULFILMENT Unit 7a Moorlandgate Business Park, Cowling Road Chorley, Lancashire, PR6 9FE
Eurosonic	Please return items to the following address: ESG, Sambro (Goods Out Bay 5) Dumers Ln, Bury, BL9 9UE
Firelog Limited	Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations	Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
G J Handy Trading Ltd	Please reach out to our Customer Service team stating your reason for return.
Gablemere Ltd	Please reach out to our Customer Service team stating your reason for return.
GAME	Please return items to the following address: Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
Gardeco Ltd	Please return items to the following address: Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QL
Gardiner Bro's	Please return items to the following address: Gardiner Bros & Co, Unit 4, St Modwen Park Quedgeley Gloucester GL10 3EZ
Gem Order Limited	Please return items to the following address: Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU
GFW Ltd	Please reach out to our Customer Service team stating your reason for return.
Graham and Brown	Please return items to the following address: Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NG
Greenside Packaging Services Ltd	Please reach out to our Customer Service team stating your reason for return.
Half Moon Bay Limited	Please return items to the following address: Half Moon Bay Ltd, Unit 9 Hercules Way, Bower hill Industrial estate, Melksham, SN12 6TS
High Street TV Group Ltd	Please return items to the following address: High Street TV Corby, PO Box 7903, CORBY, NN17 9HY
Home Curtains UK Ltd	Please return items to the following address: Home Curtains, Stoney street, Sutton in Ashfield, Nottingham, NG17 4GH
IGSM Ltd	Please return items to the following address: IGSM Ltd, 1 Dewar Court, Astmoor, Runcorn, WA71PT
International Bullion And Metal Brokers	Returns will be eligible for refund only, no exchanges are available for this product. Unless faulty or damaged, pierced jewellery cannot be returned for hygiene reasons. Please return items to the following address: PO BOX 64378, LONDON, EC1P 1NE
IT Luggage Ltd	Please return items to the following address: IT Luggage c/o Whistl Fulfilment MPS3 Typhoon Way Lutterworth Leicestershire LE17 4XZ
John Cotton Group Ltd	Please return items to the following address: John Cotton Group Limited Low Mill Lane Ravensthorpe WF13 3LX
Jon Richard	Please return items to the following address: Jon Richard, Tilson Road, Manchester, M23 9GF
JS International Ltd	Please return items to the following address: JS International Ltd, Unit B 3 Regal Way, Watford, WD24 4YJ
JVL	If Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging. If this clearly showed it was damaged in transit from the package received. Please return items to the following address: JVL - Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZ
Kandy Toys	Please return items to the following address: Kandy Toys (Returns), Hit Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1
Kims Baby Equipment T/A Obaby	Please reach out to our Customer Service team stating your reason for return.
Kipfold Limited	Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Lakeland Fabrics Ltd	Please reach out to our Customer Service team stating your reason for return.
Lassic Ltd	Please reach out to our Customer Service team stating your reason for return.
Living and Home	Please return items to the following address: Wenrit Global LTD, Unit 1-3 Montague House, Matthews Street, Manchester, M12 5BB
Lloyd Pascal and Company Limited	Please return items to the following address: Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ
Lucky Dip Ltd	Please reach out to our Customer Service team stating your reason for return.
Mashco Ltd	Please reach out to our Customer Service team stating your reason for return.
Melrose Textile Co Ltd	Please reach out to our Customer Service team stating your reason for return.
Merloni Domestic Appliances / Whirlpool	Please reach out to our Customer Service team stating your reason for return.
Meroncourt Europe	Please return items to the following address: Meroncourt Europe Limited Unit 2A Portland Industrial Estate Arlesey Bedfordshire SG15 6SG
Meyer (UK) Ltd	Please return items to the following address: Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral, CH62 3RH
Modrec International Ltd	Please return items to the following address: Modrec International Ltd c/o Fergusons Transport Ltd, Barmston Lane, Pattison Industrial Estate, Washington, Tyne & Wear, NE38 8QT
My Babiie Ltd	Please return items to the following address: My Babiie Ltd, 1 St James Business Park, Henwood Ind. Estate, Henwood, Ashford, TN424 8DH
MV Sports	Please reach out to our Customer Service team stating your reason for return.
Neilsen Bainbridge Limited	Please reach out to our Customer Service team stating your reason for return.
NUDEA	Please return items to the following address: Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ
Optima Manufacturing Jewellers Ltd	Please return items to the following address: Optima Ltd, 124 Hockley Hill, Birmingham, B18 5AN
Paladone Products Ltd	Please return items to the following address: Paladone Products Ltd (Goods In), Apex House, Dolphin Way, Shoreham By Sea, BN43 6NZ
Peers Hardy	Please return items to the following address: Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN
Personalised Memento	Please reach out to our Customer Service team stating your reason for return.
Pet Brands Limited	Please return items to the following address: Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QD
Phoenox Textile Ltd	Please return items to the following address: Phoenox Textile Ltd Spring Grove Mills Clayton West Huddersfield HD8 9HH
Plum Play	Please return items to the following address Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln, LN1 2YQ
Premier Decorations Ltd	Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
Prestige Touch	Please return items to the following address: Linmar House, East Portway Business Park, Andover, SP10 3LU
Product Care Trading Ltd	Please reach out to our Customer Service team stating your reason for return.
Pure Electric	Please reach out to our Customer Service team stating your reason for return.
Rainbow Cosmetics Manchester Ltd	Please return items to the following address: Studio Returns, Edward House, 61 Standley Road, Whitefield, M45 8GZ
Raport Home Furnishing Container	Please return items to the following address: Rapport Home Furnishings Ltd, Unit 23 Cosgrove Way, Luton, LU1 1XL
Rashmian Ltd	Please return items to the following address: Rashmian Ltd, Unit J Brainrtee Industrial Estate, Braintree Road, Ruislip, HA4 0EJ
Rayware	Please return items to the following address: Rayware Limited, DD Returns, Mayflower Avenue, Hunts Cross, Liverpool, L24 9BA
Rewards and Gifts Ltd	Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR ) Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product. Please return items to the following address: P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT
Ricomex UK Ltd	Please return items to the following address: Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS
Riva Home Ltd	Please return items to the following address: Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PS
RKW Electrical Distributors	Please reach out to our Customer Service team stating your reason for return.
Robbie Toys Ltd	Please return items to the following address: Robbie Toys Ltd Unit 1 - The Lane Manston Business Park CT12 5EZ
Rock Luggage	Please return items to the following address: 24 Wadsworth Road Greenford Middlesex UB6 7JD
S. Green and Sons Limited	Please return items to the following address: S. Green and Sons Ltd, 20 Commercial Road, London, N18 1TP
Sabichi Homewares Limited	Please return items to the following address: Sabichi Homewares, Priorswell Road, Worksop, S80 2BY
Scent Global	Please return items to the following address: Scent Global Unit 6 Dallas Court Salford M50 2GF
Searchlight Electricals	Please return items to the following address: Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester, M40 2BS
Second Chance Ltd	Please return items to the following address: Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT
Shankar (UK) Ltd	Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Shire Garden Buildings	Returns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address. Please return items to the following address: Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJ
Silentnight Group Ltd	Please reach out to our Customer Service team stating your reason for return.
Sofa.com	Please reach out to our Customer Service team stating your reason for return.
Something Different Wholesale Ltd	Please return items to the following address: Something Different Wholesale, Upper Forest Way, Enterprise Park, Swansea, SA6 8PJ
Speedy Products Ltd	Please return items to the following address: Speedy Products Ltd, Speedy House, Cheltenham Street, Salford, M6 6WY
Spencer Grace	For Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products. 0800 731 0006 [email protected] Please return items to the following address: Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY
Spicers of Hyther Limited	Please reach out to our Customer Service team stating your reason for return.
Team Tex (UK) Limited	Please return items to the following address: Merkan Transport, 33 Liliput Road, Brackmills, Northampton, NN4 7DT
T and A Textiles and Hoisery Limited	Please return items to the following address: Sleepdown House, Bower Street off 10 Acre Lane, Newton Heath, Manchester, M40 2BH
Tee-Zed Products Ltd	Please reach out to our Customer Service for damaged and faulty returns. Please return items to the following address: JAS Contract Logistics, Thurrock Distribution Centre, Unit A Dolphin Park, Dolphin Way, Thurrock, RM19 1NZ
The Ace Supply Co Ltd	Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD
The Activity Superstore Limited	Please reach out to our Customer Service team stating your reason for return.
The Electric Incentive Company Ltd	Please return items to the following address: Returns, Unit 12 Sixth Avenue Business Park, Bluebridge Industrial Estate, Halstead, CO9 2GU
Threadbare	For hygiene purposes we cannot accept returns of underwear, all swimwear must have their hygiene strip attached. Please return items to the following address: Dimensions, 1 Glenburn Road, East Kilbride, G74 5BA
Turner Bianca PLC	Please return items to the following address: Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJ
Tyrone Textile Ltd	Please return items to the following address: 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN
U Wear Ltd / U Wear UK Ltd	Please return items to the following address: U Wear UK Ltd, Jaymaa Building, Market St, Droylsden, Manchester, M43 7DJ
Up Global Sourcing UK Ltd	Please return items to the following address: Up Global Sourcing Chadderton Oldham OL9 0DD
Ur in the Paper Ltd	Please return items to the following address: Kornit Digital (Custom Gateway Ltd), Pinewood Court, Larkwood Way, Macclesfield, SK10 2XR
Valbonne Lingerie (UK) Ltd T/A Cintamani	Please return items to the following address: 54/56 Stocks street, Cheetham Hill, Manchester, M8 8QJ
Vantona Home LTD	Please return items to the following address: Unit 8a, Newby Road, Hazel Grove, Stockport, SK7 5DA
WeeRide UK	Please return items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD
Welcome Furniture Limited	Please reach out to our Customer Service team stating your reason for return.
Weybury Hildreth Limited	Please reach out to our Customer Service team regarding faulty returns. Otherwise, please return items to the following address: Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ
Widdop Bingham & Co Ltd	Please return items to the following address: Widdop & Co, Broadgate, Broadgate Business Park, Chadderton, OL9 9XE
Wilton Bradley Ltd	Please return items to the following address: Frasers Returns, Wilton Bradley Ltd, Brooke House, Sabre Close, Heathfield Industrial Estate, Devon, TQ12 6TW
You Garden Ltd	Please reach out to our Customer Service team stating your reason for return.

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

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

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

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

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

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

Please note, all personalised items are non-refundable unless faulty. Personalisation will take an additional 5-7 days processing time. 

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

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

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

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

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

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

We cannot personalise items with inappropriate words.

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

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

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

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

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

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

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

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

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

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

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

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

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

If you want to learn more about Frasers Plus see our How does Frasers Plus work? FAQs here or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

Complaints about your Frasers Plus account

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

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

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

How to make a complaint about your Frasers Plus account?

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

What happens after I make a complaint?

• We take all complaints seriously and we will do everything we can to resolve them quickly.
• We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial Ombudsman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to [email protected]. You'll need to contact them within 6 months of receiving our final response email. 

Will my Studio Pay account still switch to Frasers Plus?

Yes. We’ll no longer be offering our Studio Pay credit product and because of this we have made the decision to switch your Studio Pay account balance to your existing Frasers Plus account. Your account will be switched within two months of the opt out date that we’ve provided to you in an email. 

What do I need to do if I'm happy to switch to Frasers Plus?

Nothing. If you’re happy to switch you don’t need to do anything and we’ll take care of everything for you. We’ll be in touch before your account is switched to Frasers Plus.

Please be aware that we reserve the right to postpone or cancel your switch if your circumstances change.

What will happen to my Studio Pay account balance?

If you have a Studio Pay account balance this will automatically be transferred to your existing Frasers Plus account. You’ll see the instalment plan, monthly instalment amount, and interest you’ll pay over the length of the plan in your Frasers Plus account.

You can replan your balance to a shorter instalment plan to reduce the interest you will pay. 

Your Frasers Plus annual percentage interest rate (APR) and credit limit will remain on your Frasers Plus account. Your Frasers Plus APR will be used to calculate any applicable interest on any existing balance before we switch your balance.

What if I don't want to switch?

That’s completely up to you. See our ‘Opting out of switching to Frasers Plus FAQs’ article here for more information.

What do I need to do if I’m happy to switch to Frasers Plus?	There’s nothing you need to do. We’ll take care of everything for you, and we’ll be in touch before your account is switched to Frasers Plus.  Please be aware that we reserve the right to postpone or cancel your switch if your circumstances change.
What will happen to my Studio Pay account?	You can continue to use your Studio Pay account as normal until the opt out date we’ve provided via email. You’ll still need to make payments to your Studio Pay account each month. Your Studio Pay account will then be closed.
What will happen to my Studio Pay account balance?	Your Studio Pay account balance will be automatically transferred onto your existing Frasers Plus account. You have a credit limit amount already allocated to your Frasers Plus account. We may increase this, subject to affordability, by an amount up to the total value of your existing Studio Pay credit limit. We will let you know your new credit limit once it has been increased. If you don't want your Frasers Plus credit limit to increase, you will need to opt out of the switch.
What happens to my Studio Pay direct debit?	Your direct debit mandate will be transferred to Frasers Plus and payment requests for the monthly instalments due made to your bank account.
What happens to my warranty cover?	Your warranty cover remains in place and as now you’ll need to contact Castelan (https://claim.castelangroup.com/ and 0370 320 3333) to cancel the cover or make a claim.
What happens if I have a Fixed Payment Plan on my Studio Pay account?	Your Fixed Payment Plan balance will be transferred to an instalment plan of the same length on Frasers Plus.

What do I do if I want to opt out of switching to Frasers Plus?	You can opt out of switching to Frasers Plus by using the link supplied in the email you’ve received. The expiry date for opting out will be confirmed via email. If you decide to opt out, you’ll no longer be able to shop using your Studio Pay account after the opt out date and your account will be closed.  You’ll need to continue making at least your minimum contractual monthly payment as normal.
Can I opt out if I already have a Frasers Plus account?	Yes. You can opt out of your Studio Pay account being switched to an existing Frasers Plus account. All the same conditions will apply if you have an existing Frasers Plus account or not.
What will happen to my Studio Pay account?	If you decide to opt out, you’ll no longer be able to shop using your Studio Pay account after the opt out date and your account will be closed. We’ll be in touch with information regarding when your account will be closed. This will provide you with at least two months’ notice.  Between the time you opt out and your account being closed, you will still need to make payments to your Studio Pay account each month.
What will happen to my Studio Pay account balance?	If you have a debit balance (an amount you owe to us) on your Studio Pay account, you’ll need to keep making payments to us. Once your account is closed, you’ll be required to pay down this balance and we may transfer this balance to a third-party at any point.  If you have a credit balance (an amount that belongs to you) on your Studio Pay account, you’ll be able to contact us to have this balance refunded to you at any time.
When will my Studio Pay account close?	We’ll be in touch with information regarding when your account will be closed. This will provide you with at least two months’ notice.
What happens to my Studio Pay direct debit?	Whilst your Studio Pay account is open, we will continue to request monthly payments as we do now.
What happens if I opt out but then change my mind?	If you opt out but then change your mind, you’ll find the details in the same email you selected the opt out link in. You must do this before the opt out expiry date we’ve provided to you via the email.

 

For any further queries

If you have any further queries, contact us about the switch at [email protected].

How does Frasers Plus compare?

As you can see in the table below, Frasers Plus has many of the same features and benefits as Studio Pay.

	Studio Pay	Frasers Plus
Shop at studio.co.uk	✔️	✔️
Pay nothing up front	✔️	✔️
Spread the cost of all purchases	✔️	✔️
Monthly payments	✔️	✔️
Pay in full each month to pay no interest	✔️	✔️
Shop at a network of retailers	✔️	✔️
Online and app account servicing	✔️	✔️
Pay monthly bills by credit and debit card	✔️	✔️
Pay monthly bills by direct debit	✔️	✔️
Access statements online	✔️	✔️
Customer support	✔️	✔️

What are the main differences?

Although Frasers Plus has many similarities with Studio Pay, there are some differences to point out.

Shop online and in-store

You’ll be able to use Frasers Plus to shop both online and in-store across a network of Frasers Group retailers and partners. Click here to find more.

When will my payment be due?

Your payment date will be a fixed date each month.

Instalment plans

Your purchases will be placed on an instalment plan. With each instalment plan you can choose to pay in 3-months interest free or you have the option of a 6, 12, 24 or 36 month instalment plan, whichever suits you best.

You can also choose to pay off your balance in full by selecting a 1-month instalment plan. 

With Frasers Plus you also have the option to replan each purchase onto a different instalment plan later. Click here for more information.

Loyalty points and rewards

With Frasers Plus, you’ll get 1 loyalty point for every £1 you spend. You can then turn your points into rewards. 500 points = £5 to spend at participating retailers. Click here to find out more. 

Access your statement online

You will only be able to access statements electronically via your Frasers Plus account. You’ll no longer be able to receive a statement in the post.

Minimum monthly payments

Each purchase is placed on an instalment plan with a monthly payment. These will be combined into a total payment for you to pay each month. 

With Studio Pay, the minimum monthly payment is currently 6% of your overall outstanding balance or £10 (whichever is greater).

No cheque and giro payments

With Frasers Plus, you’ll be able to pay by local bank transfer, instant bank transfer using open banking or you can set-up a direct debit. You can also pay by credit or debit card.

There will be no option to make cheque and giro payments as is currently available with Studio Pay.

Interest calculations

Frasers Plus calculates the interest upfront for the instalment plan you choose, so you know how much interest you’ll be charged for your purchase. You’ll know the amount of interest for each month in your plan. 

With Studio Pay, interest is currently charged based on your outstanding balance at the time your monthly statement is produced.

No interest on arrears or late fees

You won’t be charged interest on amounts that are in arrears. We’ll not charge interest for any late repayment fees which are added to your account. But we may charge interest on any late repayment fees that were included in any balance held by you that has been transferred to Frasers Plus from another credit product provided by us.

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

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

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

How does Frasers Plus work?

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

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

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

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

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.

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 [email protected].

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. Please note that you’ll be unable to access “My Account” outside of the UK, so please make your payment prior to leaving the UK or via one of the other payment methods shown below.

Paying by phone

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

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

Paying at the bank

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

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

Paying by cheque or postal order

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

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

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

Your payment information can be found on your recent statement.

We will issue a statement every month showing your outstanding balance and the minimum payment details. Your statements can also be viewed on the website when you are logged in by clicking View Statements.

If you find you are unable to make your payment by the due date, please don't hesitate to contact our Financial Services team so that we can assist you at the earliest opportunity.

• 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

First, we'll listen to understand your situation

Then look at the best options to get you back on track...

How to contact us

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

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

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

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

We'll listen carefully to understand your situation

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

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

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

We've got options to get you back on track

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

Breathing space In the short-term, there could be an option to provide you with Breathing Space which helps you by: Giving you 'time to breathe' and work out a solution for your circumstances Giving you an opportunity to get some independent help and advice Not charging any interest or fees during this period

Payment plans Other options may also be available, for example, a Payment Plan which helps you by: Making lower payments until you're in a better financial position Spreading your payments over a longer period of time Not charging any interest or fees during the term of the plan Having your credit file show that you're doing all you can to get back on track

Payment Freeze Other If you are experiencing temporary issues with your financial circumstances, our Payment Freeze option* may be available to you. The Payment Freeze option allows you to skip your current due payment without impacting your credit file or incurring any late payment charges. Interest will continue as normal during the time your account is on Payment Freeze. *Availability of Payment Freeze is subject to eligibility and can only be used once in a 12-month period.

Other organisations that can help

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

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

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

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

A recent communication, let you know that we’re currently making changes to your credit agreement to enable us to switch your credit product in the future if this is needed.

We’re planning to review our current credit products to understand if we may need to switch it moving forwards. If this is the case, we’ll be in touch with more information about how and when this would take place and what it means for you.

You may have recently received a communication from us to inform you that your account will be closed if you do not make a purchase in the next 60 days. 

Unfortunately, it’s not possible to keep your Studio Pay account without making a new purchase.

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

I have not received my Verification Code

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

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

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

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

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

I did not request a Verification Code

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

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

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

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

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

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

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

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 [email protected] or write to
Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY.

What else do I need to know?

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

About Your Product Replacement, Accidental Damage or Breakdown Plan

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SECTION 1 - INTRODUCTION

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

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

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

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

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

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

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

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

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

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

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

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

Claims and administration are handled by Castelan Limited on ourbehalf. Castelan Limited is referred to as the administrator in this Policy Document. Their contact details are: Castelan Limited, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY. Email [email protected]. 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 [email protected] or write to Castelan, Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY.

The Insurance Contract

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

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

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

Demands and Needs

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

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SECTION 2 - IMPORTANT INFORMATION

It is important that:

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

Which Product Is Insured

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

Information You Give Us

Eligibility

The eligibility requirements are as follows:

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

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

Disclosure of Important Information

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

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

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

When cover ends

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

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

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SECTION 3 - WHAT IS COVERED

Breakdown:

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

Accidental Damage:

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

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

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

In the event of each valid claim:

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

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

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SECTION 4 - WHAT IS NOT COVERED

We will not pay for any claim:

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

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SECTION 5 - GENERAL CONDITIONS

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

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SECTION 6 - MAKING A CLAIM

Who to Contact

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

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

Things You Must Do

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

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

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

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SECTION 7 - CANCELLATION OF THE POLICY

Your Cancellation Rights

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

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

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

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

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

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

The Insurers’ Cancellation Rights

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

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SECTION 8 - HOW TO MAKE A COMPLAINT

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

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

If you have a complaint about how your claim has been handled, or how your policy has been administered, please contact the administrator by email at [email protected] 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 [email protected] 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: