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Delivery & Collection
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Delivery Methods
Delivery MethodsDelivery Options
Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.
Please refer to the checkout for the most up to date information on delivery options.
Delivery Option
Order BeforeDelivery Times
Cost (£GBP)
Standard Delivery
23:59 3 to 14 Days
4.99
Express Delivery 21:00 48 Hours 7.99 Next Day Delivery 21:00 Next Day 9.99 Next Day Delivery by DPD 21:00 Next Day 11.99 Oversized Delivery (Light & Large by Evri) 23:59 3 to 7 Days 9.99 Special Delivery 23:59 5 to 7 Days 19.99 Oversized Delivery 23:59 3 to 14 Working Days 19.99 2 Man Delivery 23:59 3 to 14 Working Days 49.99 Bank / Public holidays are not included.
Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.
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Delivery FAQ's
Delivery FAQ'sWhy is my order not showing in My Account?
In January 2024 we upgraded our website. This means there are some changes to what you can see in My Account.
Orders placed from the 22nd January will be shown in your Order History where you will see what was ordered, and the you will also be able to track each parcel.
For orders placed prior to the 22nd January, as these were processed on our old website those orders will not appear in My Account. For those orders, we will continue to keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the carrier.
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Where is my order?For most orders, you'll be able to track the status of each parcel.
We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the carrier. You'll also be able to check your orders online in your order history.
Our main delivery partner, Evri, allows you to save your delivery preferences from within the Evri app. This includes choosing your preferred safe place location, adding some notes and you can even provide a picture to help point the delivery driver in the right direction. To take advantage of this feature-
- Download the Evri app from your preferred app store
- Within the app press 'more', then 'my places'
- Find your address, and follow the instructions in the app to save your preferences
Please note that some large or premium products, may arrive via a specialist carrier. These instances are highlighted next to the relevant items on the item details page online.
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Tracking deliveryYou’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 email you about that order.
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My Evri tracking shows as we're expecting it - what does this mean?We, or one of our suppliers, has let Evri know to expect your parcel.
Usually you would only see the 'we're expecting it' message for a short period of time, but there may be occasions where it takes a few days before progressing further.
If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. Your estimated delivery date will be shown on your emails for this order.
Otherwise, if your order is taking longer than you've been advised and your order has not progressed please get in touch with our Customer Services team so we can help you further.
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What will happen if I am not in when the parcel is delivered?We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes.
Please allow up to 14 days for your items to be inspected and any refunds to be issued. You'll usually be able track the progress of your return, if you have tracking details from the carrier.
You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.Did you find it helpful? Yes No
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Can my order be delivered to a different address?In most cases, yes. Your preferred delivery address:
- needs to be a registered UK property.
- needs to be provided during the checkout process
You will not be able to nominate an alternative delivery address after you place your order.
If you'd like your order to be delivered to a UK business address, please bear in mind that the delivery company will need easy access to the premises and a safe location to park the delivery vehicle. There must also be someone available to accept the goods upon delivery. To avoid disappointment, we would recommend you only choose a delivery address that is accessible 7 days a week, between 8am to 8pm.
Please note - If you're a new Studio Pay customer, who hasn't received & paid for your first orders, for security reasons your first deliveries must go to the billing address.
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My parcel shows as delivered, but I've not received itWe'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.
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Can you deliver my order overseas?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.
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Why has my order/item returned to sender?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.
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Order ConfirmationOnce 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 you don't have a Studio Pay account and 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.
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Why is my Order Late?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.
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I’ve not received an email about my orderWe 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.
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Delivery Methods
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Orders & Payments
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Placing Orders
Placing OrdersHow do I apply a discount code?
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.
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What payment options are accepted during checkout?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.
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Payment issues when orderingIf 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.
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Can I cancel or make changes to my order?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
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Why is my bank showing two charges for my order?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.
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Can I shop without opening a credit account?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.
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What is payment authentication?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.
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How can I place an order?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.
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Why is the item price different to what I was expecting?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.
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Studio Pay - I'm seeing an error asking for a valid mobile numberWhen 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 )
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Do you offer Student or Blue Light discounts?We don't directly offer these services, but sometimes they are available via third party companies such as Unidays or Blue Light. We would recommend you search for us directly on those platforms for further clarity and support as these codes are managed externally, and their terms and conditions can be found on the respective discount provider’s website.
For any issues related to third-party discount codes, we recommend reaching out directly to the discount provider for further support. To ensure you have the most accurate information, we also suggest searching for our offers directly on these platforms.
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Completed Orders
Completed OrdersI'm missing an item from my order
We’re sorry there’s items missing in your order.
Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
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I've received the wrong itemIf 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.
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My item is incomplete or missing partsWe'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.
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Why have you cancelled my order or item?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.
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My order has been cancelled, but it appears that I have still been chargedIf 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.
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My item is faultyIf 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.
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How can I get a VAT receipt?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.
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When will I receive my Pre-order item?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.
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I'm trying to return my order, but it's saying my order isn't foundWe're aware there are delays with some customer orders not yet showing on our returns portal. The error may look similar to this:
If your order was shipped in the last few days and you’re seeing this error – we would recommend you check back in a couple of days and try again. Your order will appear, it’s just taking a few days longer than normal.
Our Customer Service teams are also impacted by the same delay so are also unable to schedule a return which is experiencing this problem.
Please be assured our technical teams are working on fixing this issue. Sorry for any inconvenience.
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Product Info
Product InfoSize Guide
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Energy Ratings Explained
What is applicable?
Fridges
Freezers
Fridge Freezers
Wine Coolers
Washing Machines
Washer Dryers
Dishwashers
TVs
MonitorsWhy are energy ratings changing?
Prior to 2021 the products would have been rated between A for high efficiency, and an F for low efficiency. However, the rating system became complicated as more efficient models were introduced and rated A, A and A.
From March 2021, all new products brought to the market will now be rated using a simple A to G ranking system instead. All new products will show the relevant energy label on the website that will show what rating the product has been given. The label will also show a handy QR code that when scanned with a smartphone will give more additional product information (AKA product fiche). Product information sheets are also available on request, feel free to get in touch for more information.
Why do some products have two labels one for UK and one for EU?
This is simply because we (Studio or Ace) can sell this product in both the Mainland UK and Northern Ireland. For products that are not available for dispatch in Northern Ireland, they will only need to have the UK label shown.
The information on the labels is the same, the only difference being the flag logo in the top left-hand corner.
Why are some products still showing as A, A and A energy labels online?
There'll be some time where brands are still changing things over. Because of that, retailers can sell products that follow the old ratings until 1st December 2021.
Please note, some products that were manufactured before March 2021 are still in the transition period and energy labels and Product Information Sheets (Product Fiche) may not be available for these.
For further information or queries regarding Energy Labels or Product Information Sheets, please customer us.
What do the new labels mean?
- QR Code When scanned with a smartphone camera, it will take you to a link that shows the Product Information Sheet.
- Rating scale from A-G with A being the most efficient.
- Rating for this product based on the new energy rating scale.
- Energy usage of the product
- Product specific information including capacities, noise levels etc relevant to the product.
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Product RecallsBELDRAY 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 VacPROBLEM:
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.
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Item out of stock?Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.
Our Customer Service team will not know if an item is coming back in stock.
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How do I find my size?Sizes vary with different brands and styles.
We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.
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Is there a limit to how many products I can buy?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.
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Product InformationMost 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.
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Placing Orders
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Returns & Refunds
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Returns
ReturnsI need to return my item or order bought online
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.
Good to know...
- By choosing a paid service through our returns portal you will be provided with a fully tracked return service back to our warehouse.
- Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
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
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Have you received my returned item?Returns take up to 14 days from the date of return, to be received back and processed.
You'll usually be able track the progress of your return, if you have tracking details from the carrier.
Once we've received the item back, we'll inspect the item and all being well we'll be able to process it for you. You'll receive confirmation by email.
Where a refund is due, you can expect your refund to be applied to your original payment method used for that order.
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My parcel hasn't been picked up by Evri yetFor Evri returns, if you've scheduled a specific day then the driver should attempt the collection at some point during operating hours (8am to 8pm).
They'll send you an email or SMS where possible, to let you know when they intend to arrive with an estimated timeslot.
If you're not in when the driver arrives - 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.
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Can I exchange an order?No, we do not exchange items.
In the event you change your mind, you can return an online item for a full refund only. For details on how to return, please check the Returns articles in this help centre.
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Can I return more than one order in the same parcel?Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
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I'm experiencing issues using the returns portalI'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. You can find your order number when you login to My Account or on your emails relating to this order.
- 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.
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Refunds
RefundsWhen will I receive a refund?
We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes.
Please allow up to 14 days for your items to be inspected and any refunds to be issued. You'll usually be able track the progress of your return, if you have tracking details from the carrier.
You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.Did you find it helpful? Yes No
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How will I receive a refund?We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
Any refunds will be refunded to the same payment method you used when you placed the order.
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Brand Partner Returns
Brand Partner ReturnsI need to return my order or item bought from a brand partner
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 teamAirsprung 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 6WAAllison 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 1UYAmir and Co Ltd Please return items to the following address:
Amir,
Amir house,
Taylors Lane,
Oldbury,
B69 2BNArora Design Limited Please return items to the following address:
Arora Design LTD,
Buccleuch Mills,
Langholm,
Dumfriesshire,
DG13 0EBAspire Furniture For returns, please reach out to our Customer 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 9EQBabymore 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 0EEBaker & Taylor Ltd Please return items to the following address:
Baker & Taylor UK Ltd,
Unit 13,
Empire Road,
Bicester,
OX26 2FLBaltic 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 6XLBenross Marketing Ltd Please return items to the following address:
Benross Marketing Ltd,
22 Goodlass Road,
Liverpool,
L24 9HJBirlea Furniture Limited For returns, please reach out to our Customer 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 9RRBoxer Please return items to the following address:
Boxer Gifts,
Swinnow Lane,
Leeds,
LS13 4BSBrakeburn Please return items to the following address:
Jackson Distribution Ltd,
Main Warehouse,
1 Willis Way,
Poole,
BS15 3SSBrowns 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 4HNCarte Blanche Greetings Ltd Please return items to the following address:
Carte Blanche Greetings Ltd,
Unit 3,
Chichester Business Park,
Tangmere,
Chichester,
West Sussex,
PO20 2FTCascade Electrolite Ltd Please return items to the following address:
Cascade Holdings Ltd,
Gorse Mill,
Gorse Street,
Chadderton,
Oldham,
OL9 9RJCharacter World Ltd Please reach out to our Customer 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 1QJCLX Sofas Ltd Please return items to the following address:
CLX Sofas Limited,
Unit B1 280 Woden Road West,
Wednesbury,
WS10 7SFComfy Quilts Ltd Please reach out to our Customer 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 6XWCreate Your World Ltd Please return items to the following address:
Create Your World Ltd,
Units 4-6 Deneside Business Park,
Wolsingham,
Bishop Auckland,
Co Durham,
DL13 3BFCrowther Creative Products Please reach out to our Customer Service team stating your reason for return. Croydex Limited Please return items to the following address:
Croydex, Central Way,
Andover Hampshire,
SP10 5AW, UKDawson Rodgers & Co T/A Clair De Lune Please return items to the following address:
Clair de Lune
Shentonfield Road
Sharston Ind Est
Manchester
M22 4RWDezac 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 6ERDreams '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 9PUEnesco European Giftware Group Ltd Please return items to the following address:
Enesco Limited
Brunthill Road
Kingstown
Carlisle
CA3 0ENEndura Please return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SFEPE 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 7SDEsselle Retail Limited Please return items to the following address:
Arthouse c/o Sambro International,
Hardys Gate,
Dumers Lane,
Bury,
BL9 9UEEuropean Merchandising Serv. UK Ltd Please return items to the following address:
ATL FULFILMENT
Unit 7a Moorlandgate Business Park,
Cowling Road Chorley,
Lancashire,
PR6 9FEEurosonic Please return items to the following address:
ESG,
Sambro (Goods Out Bay 5)
Dumers Ln,
Bury,
BL9 9UEFirelog Limited Please return items to the following address:
Returns Dept at House of Fraser,
Willowtree Marina,
West Quay Drive,
Hayes,
Middlesex,
UB4 9TAFizz Creations Please return items to the following address:
Fizz Creations,
6 Commerce Way,
Lancing,
BN15 8TAG J Handy Trading Ltd Please reach out to our Customer 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 6YJGardeco Ltd Please return items to the following address:
Gardeco Warehouse,
Units 7 & 8, Gemini Business Park,
Stourport Road,
Kidderminster,
DY11 7QLGardiner Bro's Please return items to the following address:
Gardiner Bros & Co,
Unit 4,
St Modwen Park
Quedgeley
Gloucester
GL10 3EZGem Order Limited Please return items to the following address:
Gem Order Limited,
5B The Courtyard,
Reddicap Trading Estate,
Sutton Coldfield,
Birmingham,
B75 7BUGFW Ltd Please reach out to our Customer 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 7NGGrange Communications LTD Please return to the following address:
Grange Communications,
22 Great King Street,
Edinburgh,
EH3 6Greenside 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 6TSHigh Street TV Group Ltd Please return items to the following address:
High Street TV Corby,
PO Box 7903,
CORBY,
NN17 9HYHome Curtains UK Ltd Please return items to the following address:
Home Curtains,
Stoney street,
Sutton in Ashfield,
Nottingham,
NG17 4GHHy-Pro Please return items to the following address:
Hy-Pro International Ltd,
Unit 3,
Holla Park,
Houghton Regis.
Dunstable,
LU5 6TZIn the Style Please return items to the following address:
Heywood,
Charles House,
Pilworth Road,
Heywood,
OL10 2TAIGSM Ltd Please return items to the following address:
IGSM Ltd,
1 Dewar Court,
Astmoor,
Runcorn,
WA71PTInternational Bullion And Metal Brokers Returns will be eligible for refund only, no exchanges are available for this product.
Unless faulty or damaged, pierced jewellery cannot be returned for hygiene reasons.
Please return items to the following address:
PO BOX 64378,
LONDON,
EC1P 1NEJohn Cotton Group Ltd Please return items to the following address:
John Cotton Group Limited
Low Mill Lane
Ravensthorpe
WF13 3LXJon Richard Please return items to the following address:
Jon Richard,
Tilson Road,
Manchester,
M23 9GFJS 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 5HZKandy Toys Please return items to the following address:
Kandy Toys (Returns),
Hit Barton Business Park,
Sidmouth Road,
Exeter,
Devon,
EX5 1Kims 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 8AQLakeland 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 5BBLloyd Pascal and Company Limited Please return items to the following address:
Lloyd Pascal,
Elan House,
Park Lane,
Castle Vale,
Birmingham,
B35 6LJLucky Dip Ltd Please reach out to our Customer 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 6SGMeyer (UK) Ltd Please return items to the following address:
Meyer Group Limited,
Wirral International Business Park,
Riverview Road,
Bromborough,
Wirral,
CH62 3RHModrec 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 8QTMy Babiie Ltd Please return items to the following address:
My Babiie Ltd,
1 St James Business Park,
Henwood Ind. Estate,
Henwood,
Ashford,
TN424 8DHMV 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 3RZOptima Manufacturing Jewellers Ltd Please return items to the following address:
Optima Ltd,
124 Hockley Hill,
Birmingham,
B18 5ANPaladone Products Ltd Please return items to the following address:
Paladone Products Ltd (Goods In),
Apex House,
Dolphin Way,
Shoreham By Sea,
BN43 6NZPeers Hardy Please return items to the following address:
Peers Hardy UK Ltd,
Customer Services Dept,
Unit 4, Precision House,
Starley Way,
Solihull,
B37 7GNPersonalised 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 9QDPhoenox Textile Ltd Please return items to the following address:
Phoenox Textile Ltd
Spring Grove Mills
Clayton West
Huddersfield
HD8 9HHPlum Play Please return items to the following address
Plum Products Ltd,
Middle Street,
The Cliff,
Ingham,
Lincoln,
LN1 2YQPremier Decorations Ltd Please return items to the following address:
Premier Decorations Ltd,
Premier House,
Braintree Road,
Ruislip,
Middlesex,
HA4 0EJPrestige Touch Please return items to the following address:
Linmar House,
East Portway Business Park,
Andover,
SP10 3LUProduct Care Trading Ltd Please reach out to our Customer 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 8GZRaport Home Furnishing Container Please return items to the following address:
Rapport Home Furnishings Ltd,
Unit 23 Cosgrove Way,
Luton,
LU1 1XLRashmian Ltd Please return items to the following address:
Rashmian Ltd,
Unit J Brainrtee Industrial Estate,
Braintree Road,
Ruislip,
HA4 0EJRayware Please return items to the following address:
Rayware Limited,
DD Returns,
Mayflower Avenue,
Hunts Cross,
Liverpool,
L24 9BARewards and Gifts Ltd Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR )
Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product.
Please return items to the following address:
P1 4&5,
Heywood Distribution Park,
Heywood,
Lancashire,
OL10 2TTRicomex UK Ltd Please return items to the following address:
Cardinal C/O Ricomex UK Returns,
26 Sharston Road,
Manchester,
M22 4ZSRiva Home Ltd Please return items to the following address:
Riva Paoletti Ltd Riva Home,
Coal Road,
Leeds,
LS14 1PSRKW 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 5EZRock Luggage Please return items to the following address:
24 Wadsworth Road
Greenford
Middlesex
UB6 7JDS. Green and Sons Limited Please return items to the following address:
S. Green and Sons Ltd,
20 Commercial Road,
London,
N18 1TPS W Living Please return items to the following address:
SW Living Ltd,
Asia Mill,
Bradford Road,
Bolton,
BL3 2HESabichi Homewares Limited Please return items to the following address:
Sabichi Homewares,
Priorswell Road,
Worksop,
S80 2BYScent Global Please return items to the following address:
Scent Global
Unit 6
Dallas Court
Salford
M50 2GFSearchlight Electricals Please return items to the following address:
Searchlight Electric,
900 Oldham Road,
Newton Heath,
Manchester,
M40 2BSSecond Chance Ltd Please return items to the following address:
Units 1-4 Pipers Court,
Amy Johnson Way,
Blackpool,
FY4 2RTShankar (UK) Ltd Please return items to the following address:
Shankar UK,
63 Major Street,
Wolverhampton,
WV2 2BLShire 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 3JJSilentnight 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 8PJSpeedy Products Ltd Please return items to the following address:
Speedy Products Ltd,
Speedy House,
Cheltenham Street,
Salford,
M6 6WYSpencer Grace For Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products.
0800 731 0006
[email protected]
Please return items to the following address:
Spencer Grace,
C/O AM Fright,
Unit 5 MIFT,
Westinghouse Rd,
Trafford Park,
Manchester,
M17 1DYSpicers of Hyther Limited Please reach out to our Customer 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 7DTT and A Textiles and Hoisery Limited Please return items to the following address:
Sleepdown House,
Bower Street off 10 Acre Lane,
Newton Heath,
Manchester,
M40 2BHTee-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 1NZThe Ace Supply Co Ltd Please return items to the following address:
Warehouse,
Unit A3/4 Southmoor Industrial Estate,
Southmoor Road,
Wythenshawe, Manchester,
M23 9XDThe Activity Superstore Limited Please reach out to our Customer 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 2GUThe Mad Group Please return items to the following address:
430 Enterprise Way,
Vale Park,
Evesham,
Worcestershire,
WR11 1ADThe Original Metal Sign Company Please return items to the following address:
The Original Metal Sign Co,
Royd Way,
Keighley,
BD21 3LGThreadbare 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 5BATreat Republic Please return items to the following address:
FAO Returns,
Unit 2,
6 Greycaine Road,
Watford,
WD24 7GPTurner Bianca PLC Please return items to the following address:
Turner Bianca,
Bell Mill,
Claremont Street,
Oldham,
OL8 3EJTyrone Textile Ltd Please return items to the following address:
30-31 Riverwalk Business Park,
Riverwalk Road,
Enfield,
EN3 7QNU Wear Ltd / U Wear UK Ltd Please return items to the following address:
U Wear UK Ltd,
Jaymaa Building,
Market St,
Droylsden,
Manchester,
M43 7DJUp Global Sourcing UK Ltd Please return items to the following address:
Up Global Sourcing
Chadderton
Oldham
OL9 0DDUr in the Paper Ltd Please return items to the following address:
Kornit Digital (Custom Gateway Ltd),
Pinewood Court,
Larkwood Way,
Macclesfield,
SK10 2XRUnited Wheels Please reach out to our Customer Service team stating your reason for return. Valbonne Lingerie (UK) Ltd T/A Cintamani Please return items to the following address:
54/56 Stocks street,
Cheetham Hill,
Manchester,
M8 8QJVantona Home LTD Please return items to the following address:
Unit 8a,
Newby Road,
Hazel Grove,
Stockport,
SK7 5DAVirginia Hayward LTD For returns, please reach out to our Customer Service team stating your reason for return WeeRide UK Please return items to the following address:
WeeRide Returns,
Silver X Group,
Unit 2 & 3 Hamilton Road,
Sutton in Ashfield,
NG17 5LDWelcome 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 7UZWiddop Bingham & Co Ltd Please return items to the following address:
Widdop & Co,
Broadgate,
Broadgate Business Park,
Chadderton,
OL9 9XEWilton Bradley Ltd Please return items to the following address:
Frasers Returns,
Wilton Bradley Ltd,
Brooke House,
Sabre Close,
Heathfield Industrial Estate,
Devon,
TQ12 6TWYou Garden Ltd Please reach out to our Customer Service team stating your reason for return. Did you find it helpful? Yes No
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Returns
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Personalisation
-
Personalisation
PersonalisationHow do I personalise my item?
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.
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How do I personalise my boots?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.
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Football Shirt PersonalisationTo personalise your shirt with a name and number, you have 2 options as show below:
- Select 'Pick A Player' Pick a player's name from the options available - this will add the player name and number to your shirt and show you a preview of the shirt for you to check before you purchase.
- Select 'Choose Your Own' Then type your required name into the name box, then add your required number into the number box. This will add your name and number to your shirt and show you a preview of the shirt for you to check before your purchase.
Shirts can be personalised with a maximum of 20 characters - spaces are not counted as a character.
We cannot personalise items with inappropriate words.
Please ensure all chosen letters, number(s), wording and sizing are correct and exactly as entered. Products that have been personalised can only be exchanged or refunded if they are found to be faulty.
All names will be printed in CAPITAL LETTERS on club and international football shirts. They will be displayed across the top, on the back of the shirt, in the style of the respective league.
For pre-printed shirts, there are no set squad numbers for any player, as they are subject to change at any time. Therefore, we cannot accept liability for changes to player's squad numbers on pre-printed shirts or bespoke personal shirts.
All personalised items are non-refundable. Personalisation will take an additional 5-7 days processing time, following the receipt of your 'order processed' email. If you have opted for next-day delivery, you will still receive the premium delivery but with an additional delay of 5-7 days due to the personalisation process.
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Can I return personalised items?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.
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My item has the wrong personalisationWe'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.
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Personalisation
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Financial Services
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Frasers Plus
Frasers PlusWhat is Frasers Plus?
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 ( https://fgsupporthelp.zendesk.com/hc/en-gb )
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.
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Switching from Studio Pay to Frasers Plus
Switching from Studio Pay to Frasers PlusWhat if I already have a Frasers Plus account?
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.
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Switching to Frasers Plus FAQsWhat 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.
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Opting out of switching to Frasers Plus FAQsWhat 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].
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How does Frasers Plus compare to Studio Pay?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.
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How does Frasers Plus work?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.
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Studio Pay Credit Account FAQs
Studio Pay Credit Account FAQsStudio Pay Credit Account
What is a Studio Pay Credit Account?
Quite simply it is the convenient and flexible way to shop with us. With a Studio Pay Credit Account you can pay for your items, have them delivered to your home to make sure they're perfect for you.
As it's a credit account, it allows you to pay for them straight away or spread the cost. Representative 39.9% APR variable.
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Frasers Plus