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Delivery 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 OptionOrder Before
Delivery TimesCost (£GBP)
Standard Delivery

23:59

3 to 7 Days

4.99

Store Delivery

23:59

3 to 7 Days

4.99

Express Delivery - 48 Hours21:0048 Hours7.99
Next Day Delivery by Evri21:00Next Day9.99
Next Day Delivery by DPD21:00Next Day
11.99
Special Delivery23:595 to 7 Days19.99
Oversized Delivery23:593 to 14 Working Days19.99
2 Man Delivery23:593 to 14 Working Days49.99

Bank and 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.

Spend £200 (excluding delivery) and receive a £10 voucher to spend in-store when you choose Store Delivery.
*Terms Apply

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Click and Collect

You can have your order delivered to one of our participating stores/branches within the UK.

Click and Collect orders take between 3 - 7 days to be delivered to store, you'll see your estimated delivery date on the emails we send to you. Once your order has arrived at your chosen store, we'll let you know your order is ready for collection by sending you a 'Collection ready' email.

You will need to take this email along with your order number and a valid ID to store with you as it contains your unique delivery code which is required for collecting your bike or parcel. (You will need all 3 to collect your order)

Acceptable forms of ID are:

  • Cheque Guarantee / Credit / Debit Card
  • Bank / Building Society Book
  • Valid Passport
  • Cheque Book
  • Drivers Licence
  • Utility Bill

For under 18s:

  • National Insurance Card
  • Medical Card
  • Savings Book

We will send you three reminders via email to collect your parcel. However, if your parcels is not collected within 10 days it will be returned to the warehouse, a refund will be processed to your original payment method within 14 days of your parcel being received by the warehouse.

Please note: that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

Your parcel can only be collected within your chosen stores opening hours.

Unfortunately, we are unable to return orders bought online in store, including Click & Collect orders.

Click and Collect Cost

Delivery to store costs £4.99 

You will receive a £10 voucher to spend in-store if your order is above £200 (excluding the delivery charges) when you collect your order from your nominated store.

Currently, we do not offer Next Day delivery on Click and Collect orders. 

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Where is my order?

1. Check your estimated delivery date
You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).

Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods.

2. My order is shipped, but I haven’t had it yet
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 order history in My Account by clicking Track Your Order.
  • In your emails we send to you confirming your order is shipped.

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.

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Tracking delivery

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 email you about that order.

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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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Can I track my delivery overseas?

We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.

Please use that tracking reference to keep tabs on the progress of your delivery.

Our international couriers deliver Monday to Friday.

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Customs charges and import duties

If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.

We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.

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Why has my order or item been 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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My parcel shows as delivered, but I've not received it

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 Service for further assistance.

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How 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 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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Payment issues

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 PayPal or Frasers Plus to make a payment, you will need to contact them directly.

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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 2-5 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 cancel or make changes to my order?

I need to cancel my order

Once you've placed your order, it immediately begins processing through the system 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. Please contact Customer Service so we can check this further for you.

If your order has already been shipped or started going through our automated fulfilment process, we will not be able to cancel it for you. Please refer to 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 once your order is placed. If you're concerned about being unavailable, some delivery partners may leave your parcel with a neighbour or in a safe location. Use the ‘Click to track order’ button in your ‘Order shipped’ email to check if these options are available.

If you can no longer access the address you chose, please contact Customer Service and we will ask our delivery partner to return your order back to us for a full refund. Please note, if this is possible, it can take up to 14 days. If you still want your order, you will need to place it again as we can only ship to the address entered at checkout.

I need to change my order

Once an order has been submitted, we cannot make any changes to it, this includes:

  • Adding or removing items
  • Changing colours or sizes
  • Changing the delivery options
  • Applying promotional discounts
  • Changing the email address entered for this order
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Apply Gift Card, eVoucher or Credit Note

Love2Shop Vouchers

Love2Shop Vouchers are not accepted instore or online by Flannels.

Love2Shop Flexecash Gift Cards

Love2Shop Flexecash Gift Cards are not accepted instore or online by Flannels.

However, you can buy Flannels eVouchers using your Love2shop Flexecash Gift Card, via the Love2Shop Manage My Account page ( www.love2shop.co.uk/login ). To do this-

  1. Login to Manage My Account
  2. Select Exchange
  3. Select the value(s) and quantity and use the value on your Love2shop Gift Card to buy Flannels eVouchers. 

 

You can then redeem the eVoucher online or in store at Flannels.

Gift Card/Store Credit Note

Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?

You can add up to 10 codes, if you wish to apply more eVouchers/Gift cards/credit notes to the same order please follow the above steps again for each code.

Pre-Paid Mastercard/3rd Party Contactless Gift Card

If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.

Please note: We are unable to add promotion codes or discounts once your order has been placed.

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Where do I find my voucher code and pin?

eVoucher

If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:

If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.

Gift Card

If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.

Store Credit Note

If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.

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I'm trying to return my order, but it's not accepting my payment

We're aware some customers are experiencing payment issues when trying to arrange a return.

This is a known issue, please be assured our technical teams are working on fixing this as soon as we can. Sorry for any inconvenience, if you encounter this issue we would recommend you try again after waiting a day.

If however, you don't have much time left to arrange your return, you can make your own return arrangements using your preferred postal service. To do so-

  1. Please package up your parcel securely, ensuring the item is suitable to ship, with original packaging and labels intact.

  2. Inside the parcel, please enclose a letter so the returns team can identify you and your order. On the letter, we need you to include your Order Number, Post Code and Reason for return.

  3. Choose your preferred parcel service, and make arrangements for the parcel to be sent to the following address-

Frasers Group
Customer Returns
Unit D,
Brook Park East,
Shirebrook
NG20 8RY

For peace of mind, we would also encourage you to use a tracked postal service and to keep your proof of return in case you need it later.

IMPORTANT: Returns are inspected when received back, please check our returns policy online if you're unsure. 

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I'm trying to return my order, but it's saying my order isn't found

We're aware some customers are experiencing issues with their orders not yet showing on our returns portal. The error may look similar to this after entering your details:

The problem is related to email address and phone numbers. Please be assured our technical teams are working on fixing this issue. If you're seeing the above error - please instead try to enter your Order Number and Post Code to view your order.

If the problem persists, we recommend you make alternative arrangements using your preferred postal service. To do so-

  1. Please package up your parcel securely, ensuring the item is suitable to ship, with original packaging and labels intact.
  2. Inside the parcel, please enclose a letter so the returns team can identify you and your order. On the letter, we need you to include your Order Number, Post Code and Reason for return.
  3. Choose your preferred parcel service, and make arrangements for the parcel to be sent to the following address-

FRASERS GROUP
Customer Returns
Unit D,
Brook Park East,
Shirebrook
NG20 8RY

For peace of mind, we would also encourage you to use a tracked postal service and to keep your proof of return in case you need it later.

IMPORTANT: Returns are inspected when received back, please check our returns policy online if you're unsure.

Where can I find my order number? You can find this on the emails we send to you, or from your order history when you are logged in to the website.

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I've received the wrong item

If the item you received differs to what you ordered or expected-

For orders placed online - 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.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

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My item is faulty

If you've identified a fault with an item you ordered:

For orders placed online - 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.

For orders bought in stores - please visit the store with the product and proof of purchase so they can try to help you.

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I'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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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 charged

If your order has been cancelled, you will be refunded to your original method of payment within 2-5 working days. 

The time might depend on your banks processes. 

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I haven’t received my gift card

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

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My item is incomplete or missing parts

If your item has not arrived in a complete condition:

For orders placed online - 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.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

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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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Item out of stock?

We keep our website as up to date as possible with our latest stock. If you can’t find the item, size or colour you’re looking for we encourage you to check back on the website at a later date.

Our stores also sell a wide range of stock which will vary by store. Please pop in to your local store to see what we have available.

Unfortunately, our Customer Service team are unable to see stock availability for individual stores.

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Size Guide
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Product Information

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.

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Why are the item prices in store not always the same as online?

Our store stock and pricing is managed independently from online stock and pricing.

This means that a sale might apply exclusively online to certain products, or the store might have a clearance sale that does not apply online.

As a result, you will occasionally see different pricing in store if comparing to online.

Online and stores are governed by separate Terms and Conditions and as such, we do not offer price matching or negotiate item prices.

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I need to return an item bought online
You have 28 days
to return your item		You pay from £4.99 per returnOnce returned, allow
14 days to be refunded
Returning an item shipped by a Brand Partner? 
Please visit our Brand Partner Returns article as different instructions for return may be required.
Items shipped by a Brand Partner will look like this on your emails:

START A RETURN

https://usc.returns.international/pro 

How to return an online order

1Securely repack your items so they are safe for shipping. Items must have not been used, worn, or washed & must be in a resalable condition, in their original packaging with all tags attached.
2
Press the 'START A RETURN' button & login to the returns portal with your order number and email address.
3
Follow the steps on the returns portal to schedule your return and generate your returns label. This will also provide instructions on what to do next.
4Return your parcel & allow 14 days for your return to be processed. We'll automatically keep you updated via email.

Other important information related to returns

  • If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.

  • For items that do not fit, or other 'change of mind' scenarios, you will need to cover the return cost. Our Customer Service team will not be able to offer a free return service for you.

  • Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option.

  • Returns are processed on a per-order basis, so if you are trying to return multiple orders, please return them separately to avoid issues or delays with processing.

  • All returns are inspected upon receipt. Our team can reject and return a product if it is identified that the product has been abused.

  • 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 with 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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I need to return my order or item bought in store

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any USC store within 28 days of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase, such as a till receipt or bank statement.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, 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.

Please note: Items bought in store can only be returned to stores. You will not be able to return store products via post.

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Can I return more than one order in the same parcel?

No. 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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Can I return an online order to a store?

No.

Stores are only able to accept and process returns for items that were bought from stores.

For returning items ordered online, you would need to arrange to send them to the appropriate returns address. Please note: additional policies apply.

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The store staff refused my faulty item return

All returns are inspected once received, this includes if you believe one of your items may have a manufacturing fault.

When returning a store purchase to store, a staff member will assess the item to determine whether the issue is a manufacturing defect or the result of normal wear and tear.

If the staff conclude that the fault is due to wear & tear, and you wish to challenge this further, you would need to arrange for the item to be inspected by a reputable third party. Upon providing a headed letter or email from the third party confirming a manufacturing fault, you can return to the store for further support.

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I've lost my store receipt

If you no longer have your receipt or credit note for any reason, the store team may be able to reissue it for you.

To check this, you will need to:- 

  1. Return to the store where you originally purchased the item within 6 months of the purchase date.
  2. Show the cashier your bank statement with the transaction on (amount, date & time).

If it is over 6 months, or you do not have proof of the payment details, sadly we will not be able to help you further.

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How will I receive a refund?

For orders placed online - 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.

If your order was paid part or in full by a gift card or 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 you used when placing that order.

For orders bought in stores - If you're returning an unwanted item within 28 days for a refund, this will be refunded as a credit note to spend in store (pending inspection). This does not infringe upon your statutory rights. The policy is signposted in stores and on your purchase receipt.

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When 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.

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I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

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Why do I receive a credit note when returning Store orders?

We have different terms and policies for shopping in store compared to shopping online.

Unwanted items can be returned to the store within 28 days of purchase for an exchange or a refund issued as a credit note (pending inspection).

As stated under consumer law, a credit note does not infringe upon your statutory rights.

This policy is signposted in stores and on your purchase receipt.

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Store Finder

View our Store Finder to find all our stores in your area.

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I'd like to leave feedback about one of your stores

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.

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What is Frasers Plus?

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

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

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus ( 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 service 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:

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 complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email. 

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What is Studio Pay?

Studio Pay is a credit account used by many at Studio.co.uk and other Frasers Group brands which allows you to spread the cost of an order.

We have now added Studio Pay as a payment option during checkout when buying from us online. This means if you already have a Studio Pay account, you'll be able to use it here as a payment method when prompted during checkout. You'll just need to login with your existing Studio login details. Please note - if you need support with logging into Studio Pay, you will need to contact the Customer Service team at Studio - help.studio.co.uk

If you don't have a Studio Pay account and want to learn more about what it is and how to apply, you can find more information here - studio.co.uk/studio-pay

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How do I register for an account?

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register you'll need an active and valid email address.

Once you have followed the steps of setting up your account you can update your details using the 'My Account' section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.

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How do I create or change my password

Reset my password

If you already have an account with us but can't remember your password, please head over to my account and select ‘Forgotten your password’.

 

You will then be asked to enter your email address and press ‘Send email’

 

If you’ve entered the correct email address, you should receive a new email with a link to reset your password. Please check your junk / spam folder if you don't receive the email.

If you have checked your junk / spam folder and you've not receive an email then this may mean:

  • You're email has not been registered as this is your first order
  • You're email address has not been registered as you've previously checked out as a guest on previous orders, (Unfortunately you will not be able to view your order history on these orders).
  • The details on our records are not accurate (eg. email address not spelled correctly) - sadly in this instance we will not be able to change your email address, we recommend you create a new login with your new/correct email address.

Register my account. 

We recommend you register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

To register with your active, valid email address, please press ‘My Account’

 You can then complete the steps under 'New User'. You will be able to register your online account.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

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How can I change details and marketing preferences?

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

  • Head over to My Account to manage your account and password, 
  • Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
  • The Manage Cards section allows you to update payment details.
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How do I create or change my email address?

For our customers’ security we don’t allow change of email address. 

If you need to use an alternative email address, we’d ask you to create a new account.

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Unsubscribe/Delete Account

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

If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.

If you want to delete your online account, please contact us with your details our team will help you further.

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Add to safe sender list

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

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

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

Hotmail

1. Open your inbox

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

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

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

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

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

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

4. Select "Add sender to safe senders list"

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

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

Yahoo!

1. Open your inbox.

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

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

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

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

Microsoft Office Outlook 2007

1. Open your inbox

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

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

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

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

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

AOL Mail

1. Open your inbox

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

3. Click “Add contact” to confirm

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

Google Mail

1. Open your inbox

2. Navigate to an email from us

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

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

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

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I’m having problems signing in. What can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up. 

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. 

If you don't have an account you can set one up. This means you have all your order history and details in one place. 

If you're still having problems signing in to your account, please contact us and we'll be happy to help.

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I'm experiencing issues using the website

You can refer to the product page and press deliveries to see what options are available.

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

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

Some items cannot be delivered outside of the UK, if you see an error message saying 'The following products cannot be delivered to the country selected:' whist checking out, then we will not be able to proceed with your order. Please remove the item from your basket.  

Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.

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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I'm experiencing issues with the App

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

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

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

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OFFERS, PROMOTIONS AND COMPETITIONS

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

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.

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

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