Support : USC

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 Option	Order Before	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 days	4.99
Store Delivery	23:59	3 to 7 days	4.99
Express Delivery - 48 Hours	21:00	48 Hours	7.99
Next Day Delivery by Evri	21:00	Next Day	9.99
Next Day Delivery by DPD	21:00	Next Day	11.99

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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We might take a day or two to answer your email.

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.

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

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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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Email

We might take a day or two to answer your email.

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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FF20 Friends and Family - My item is not showing a discount

If you're not seeing the expected pricing when placing an order on the Friends and Family promotion (FF20) please check the following:

Check if the promotion is live - This promotion is available from Tuesday 22nd October 00:01 to Monday 4th November 23:59
Have you entered the promotion code? - When you are in checkout, you will need to enter FF20 in the 'Apply Promo Code' area and then press 'Apply'
Is your item excluded? - Some brands are excluded from this promotion, these exclusions are covered in the promotion terms (found at the bottom of the website).

Brand Exclusions

Acne Studios
Alo Yoga
Balmain
Bottega Veneta
Canada Goose
Celine
Chanel
Chloe
Christian Louboutin
Cleens
Cole Buxton
Dolce and Gabbana
Fear Of God
Fear Of God Essentials
Fendi
Gucci
Hoka
Jo Malone
Le Labo
Longchamp
MAC
MFK
Mihara Yasuhiro
Miu Miu
Moncler
Prada
Saint Laurent
Ugg
Zegna

Other Exclusions

Any other brands as determined by the Promoter in its discretion
Staff purchases (using staff discount)
Orders placed in conjunction with any other promotion
Pre-orders
Delivery charges; and
Products advertised as being on sale and/or discontinued.
Products within the multibuy offer promotion.
orders placed before or after the Promotion Period

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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. 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:

If you are trying to place an order on the Friends & Family (FF20) promotion, but are not seeing the expected discount during checkout, please check the Promotion Terms at the bottom of the website to make sure your order meets the criteria for this promotion.

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, 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. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you.

If your order has been shipped or starting going through our automated fulfilment 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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Apply Gift Card, eVoucher or Credit Note

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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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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?

Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website.

Our stores also sell a wide range of stock. You can use our store locator to call in or contact the store directly and they will advise you if the item is available for store purchase.

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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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I need to return my order or item bought online

You can now return your online USC 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, 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.

START A RETURN

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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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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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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I 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
The Ace Supply Co.	Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD
A Mir and Co	Returns must be made in original packaging. Please return items to the following address: Amir, Amir house, Taylors Lane, Oldbury, B69 2BN
Activity Superstore	Please contact our Customer Service team to arrange a return
Agent Provocateur	Returns can only be made for a faulty product. In order to make a return, please first reach out to the House of Fraser Customer Service team including any images of faults in order to obtain a Returns Number, which is to be included on the returns note.
Alan Symonds and Company Ltd	Please return items to the following address: Alan Symonds & Company Ltd, Westminster House, Bakewell Road, Orton Southgate, Peterborough, PE2 6WA
Arora Design Limited	Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0
Aspire Furniture	Please contact our Customer Service team to arrange a return
Aye Do Ltd	Please return items to the following address: 13 Murieston Green, Murieston, Livingston, EH54 9EQ
Babymore Ltd	Please return items to the following address: Unit C2, Zenith Industrial Estate, Paycocke Road, Basildon, Essex, SS14 3DW
Baltic Pine / Comfy Living	Please contact our Customer Service team to arrange a return
Birlea Furniture Limited	Please contact our Customer Service team to arrange a return
Bluestem Group Ltd	Please return items to the following address: 38 Bluestem Road, Ransomes Industrial Estate, Ipswich, IP3 9RR
Boxer	Please return items to the following address: Boxer Gifts, Swinnow Lane, Leeds LS13 4BS
Brakeburn	Please return items to the following address: Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole, BH15 3SS
Browns Confectionary	Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Service.
Bunty Pet Products Ltd	Please return items to the following address: Unit 1, St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HN
Charles Bentley	Please return items to the following address: Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJ
Craghoppers	Return using our portal
Dare 2b	Return using our portal
Crafters Companion	Please return items to the following address: Crafters Companion, St Cuthbert's Way, Aycliffe Business Park, Newton Aycliffe, DL5 6XW
Create Your World Ltd	Please return items to the following address: Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland Co Durham DL13 3BF
Croydex Limited	Please return items to the following address: Croydex, Central Way, Andover, Hampshire, SP10 5AW
Designer Travel Goods	Return using our portal
Dezac Ltd	Please contact our Customer Service team to arrange a return
Digitek Trading Ltd	Please contact our Customer Service team to arrange a return
Downland Bedding Co Ltd	Please return items to the following address: Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool, L3 6ER
Dreams 'n' Drapes	Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Site, Ravenscraig Road, Little Hulton, Manchester, M38 9PU
Endura	Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF
Extra UK	Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
Eskuta Limited	Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD
Esselle Retail Limited	Please return items to the following address: Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UE
Firelog Limited	Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations	Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
Gablemere Ltd	Please contact our Customer Service team to arrange a return
GAME	Please return items to the following address: Returns Department - Game Retail Limited Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
Gardeco Ltd	Please return items to the following address: Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QL
Gardiner Bro's	Please return items to the following address: Gardiner Bros & Co, Unit 4, St Modwen Park Quedgeley Gloucester GL10 3EZ
Get The Label	Please return items to the following address: Returns department, GET THE LABEL, 22 Leacroft Road, Birchwood, Warrington, WA3 6PJ
Gem Order Limited	Please return items to the following address: Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU
GFW Ltd	Please contact our Customer Service team to arrange a return
Graham and Brown	Please return items to the following address: Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NG
Greenside Packaging	Please contact our Customer Service team to arrange a return
Gul	Please return items to the following address: Gul Watersports Ltd., Stadium House, Aspen Way, Yalberton Industrial Estate, Paignton, Devon, TQ4 7QR
High Street TV	Please return items to the following address: High Street TV Corby, PO Box 7903, Corby, NN17 9HY
Home Curtains	Please return items as they were received, in original packaging. Please return items to the following address: Home Curtains, Stoney Street, Sutton in Ashfield, Nottingham, NG17 4GH
IGSM Ltd	Please return items to the following address: 1 Dewar Court, Astmoor, Runcorn, WA71PT
International Bullion And Metal Brokers	Returns will be eligible for refund only, no exchanges are available for this product. Unless faulty or damaged, pierced jewelry cannot be returned for hygiene reasons. Please return items to the following address: PO BOX 64378, LONDON, EC1NP 1NE
I-Ride	Please return items to the following address: Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL
Jon Richard	Earrings cannot be returned for hygiene reasons. All hair items have a tamper label, if this is removed, the goods cannot be returned. Please return items to the following address: Jon Richard, TIlson Road, Manchester, M23 9GF
JVL	If Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging. If this clearly showed it was damaged in transit from the package received. Please return items to the following address: JVL - Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZ
Kandy Toys	Please return items to the following address: Kandy Toys (Returns), >Hit Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1DR
Kipfold Limited	Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Lassic Ltd	Please contact our Customer Service team to arrange a return
Levitex	Please return items to the following address: Greenheys, Pencroft Way, Manchester, M15 6JJ
Living and Home	Please return items to the following address: Wenrit Global LTD, Unit 1-3 Montague House, Matthews Street, Manchester, M12 5BB
Lloyd Pascal and Company Limited	Please return items to the following address: Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ
Lucky Dip Ltd	Please return items to the following address: Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AX
Mashco Ltd	Please contact our Customer Service team to arrange a return
Meroncourt Europe Limited	Please return items to the following address: Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SG
Meyer (UK) Ltd	Please return items to the following address: Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral, CH62 3RH
Modrec International Ltd	Please return items to the following address: Modrec International Ltd c/o Fergusons Transport Ltd, Barmston Lane, Pattison Industrial Estate, Washington, Tyne & Wear, NE38 8QT
MV Sports	Please contact our Customer Service team to arrange a return
NUDEA	Please return items to the following address: Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ
Peers Hardy	Please return items to the following address: Peers Hardy UK Ltd, Customer Service Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN
Pet Brands Limited	Please return items to the following address: Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QD
Phoenox Textile Limited	Please return items to the following address: Phoenox Textile Ltd, Spring Grove Mills, Clayton West, Huddersfield, HD8 9HH
Plum Play	Please return items to the following address: Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln, LN1 2YQ
Premier Decorations	Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
Prestige Touch	Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Service.
Portmeirion	Returns will be eligible for refund only, no exchanges are available for this product. If you need to return this item, please return in original condition, within 28 days of purchase (unless faulty) to: Portmeirion PMGUK Returns, Trentham Lakes South, Stanley Matthews Way, Stoke on Trent, Staffordshire, ST4 8GR Please note this product cannot be returned in store. It is important that any returned items, unless faulty, are sent in a fully re-saleable and unused condition. This means in all original packaging and with all labels attached.
Pure Electric	Please contact our Customer Service team to arrange a return
Rashmian Ltd	Please return items to the following address: Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJ
Regatta	Return using our portal
Ricomex UK Ltd	Please apply the customer name and order number to the packaging on return. Please retain tracking number and confirm with customer service to prevent delay of return being processed. Please return items to the following address: Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS
Riva Home Ltd	Please return items to the following address: Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PS
Rewards and Gifts Ltd	Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR ) Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product. Please return items to the following address: P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT
RKW	Please contact our Customer Service team to arrange a return
Robbie Toys	Returns must be made unused and still boxed. Please return items to the following address: Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ
Rock Luggage	Please return items to the following address: 24 Wadsworth Road, Greenford, Middlesex, UB6 7JD
Rockport	Please return items to the following address: Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG, United Kingdom
Sabichi Homewares Limited	Please contact our Customer Service team to arrange a return
S Green & Sons	Please return items to the following address: 20 Commercial Rd, London, N18 1TP
Second Chance Ltd	Please return items to the following address: Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT
Shankar UK Ltd	Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Shire Garden Buildings	Returns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address. Please return items to the following address: Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJ
Snowtime	Please return items to the following address: Trans-Continental Group Ltd (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE
Sofa.com	Please contact Sofa.com to arrange a return
Spencer Grace	For Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products. 0800 731 0006 info@hy-pro.co.uk Please return items to the following address: Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY
Spicers Of Hythe Limited	Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Service.
Threadbare	For hygiene purposes we cannot accept returns of underwear, all swimwear must have their hygiene strip attached. Please return items to the following address: Dimensions, 1 Glenburn Road, East Kilbride, G74 5BA
Turner Bianca PLC	Please return items to the following address: Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJ
Tyrone Textiles	Curtains must be new, unused and not altered and returned with original packaging. Any curtains with pencil pleat heading the tape must not be pulled otherwise they cannot be accepted for a refund. Please return items to the following address: 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN
Valbonne Lingerie	Returns are only accepted if unworn and in original packaging. Please return items to the following address: 54/56 Stocks Street, Cheetham Hill, Manchester, M8 8QJ
VeloBrands	Please return items to the following address: VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF
Vantona Home LTD	Please return items to the following address: Unit 8a, Newby Road, Hazel Grove, Stockport, SK7 5DA
Virgin Experience Days	For items purchased online please contact Customer Service stating your intent to cancel your voucher, including your Order Number starting HOF as well as your 8-digit VED Voucher Serial Number starting C. You can find your Order Number on your HOF order confirmation email and your VED Voucher Serial number on your physical voucher or your digital e-voucher sent to your email address.
WeeRide UK	Please return items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD
Welcome Furniture Limited	Please contact our Customer Service team to arrange a return
Weybury Hildreth Limited	Please reach out to our Customer Service team regarding faulty returns. Otherwise, please return items to the following address: Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ
YouGarden	Please contact our Customer Service team to arrange a return
ZyroFisher	Please return items to the following address: ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR

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Store Finder

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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Email

We might take a day or two to answer your email.

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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Webchat

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Email

We might take a day or two to answer your email.

I'm experiencing issues using the website

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.

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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Webchat

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Email

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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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Webchat

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Email

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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

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:

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 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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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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Customer, you	You, the customer accessing and/or using the Website.
Website	www.flannels.com
Seller, us, we	Purchases paid for using a debit/credit card are sold to You by Wareshop2 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 09870840 Registered Location: England VAT Number: GB 231 5087 33). Purchases paid for using a credit product provided by Frasers Group Financial Serviced Limited, such as Studio Pay and Frasers Plus, are sold to You by Wareshop3 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 12299567 Registered Location: England VAT Number: 125688644).
Website Operator	The Flannels Group Ltd. registered address is The Flannels Group Ltd. Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. Company Number 03406347, Registered location: England.
Customer Service	Contact Us

Right of Access This is commonly referred to as a Subject Access request or ‘SAR’.	The right to be provided with a copy of your personal data and to certain other su pplementary information that this Privacy Policy is already designed to address.
Right to Rectification	The right to have inaccurate personal data rectified e.g., if you consider that your personal data is incorrect, out of date or incomplete.
Right to Erasure This right is also known as ‘the Right to be Forgotten’.	The right to require us to delete your personal data. This right is not absolute and only applies in certain circumstances.
Right to Restrict Processing	The right to restrict the processing of your personal data where you may have a particular reason for wanting the restriction. This right is not absolute and only applies in certain circumstances.
Right to Data Portability	The right to receive personal data that you have provided to us in a structured, commonly used, and machine-readable format. It also gives you the right to request that we transmit this data directly to another data controller.
Right to Object	The right to object to the processing of your personal data at any time. This effectively allows you to stop or prevent us from processing your personal data. The right to object only applies in certain circumstances. You have the absolute right to object to the processing of your personal data if it is for direct marketing purposes (refer to section below).
Rights related to automated decision-making including profiling	The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.
Your right to withdraw consent	Where you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent

Cookie/tracking technology name	Category [strictly necessary, performance, functionality, third party]	Purpose
Criteo, Facebook and Google	Third party	These partners use cookies to provide you with personalised adverts when you visit other selected websites. Banner advertising appears on websites which we are affiliated with and we use the information we have learned from cookies to tailor this advertising to things we think you will like, based on your browsing history on our website.
Affiliate Window and Google	Third Party	Sometimes we'll advertise on third party websites. Each individual advertiser uses its own tracking cookies and the data taken is not confidential or interchangeable.
User Replay	Third Party	These cookies enable us to track individual customer journeys on our website (excluding any checkout pages) which are used to identify and fix bugs to make the online experience better for customers.
Google Analytics	Third Party	Google Analytics uses these cookies to discover when you first visited our site, how often you come back and how long you spend shopping. The information stored by these cookies can be seen only by the relevant teams at SportsDirect.com Retail Ltd. and Google and never shows any confidential information, we also use Google Analytics to track the performance of our website. For more information on the use of Google Analytics, please see: Google's Privacy & Terms Safeguarding your data
Facebook, Twitter, Instagram and YouTube	Third Party	Social sharing, social login and other social media services we offer are run by other companies. These companies may drop cookies on your computer when you use them on our site or if you are already logged in to them.
Crazy Egg	Third Party	These cookies allow our partner CrazyEgg to collect anonymous usage data which we use to make our website easier to use.
ASPXANONYMOUS, [Website]_ AuthenticationCookie, um_IsMobile, X-SD-URep, StateKey, .DOTNETNUKE, authentication, mp__utmb, mp__utma, mp__utmc, mp__utmz, X-Origin-Cookie	Strictly Necessary	These cookies are used to allow you to add to your basket and place orders and allow us to recognise registered customers
AdvertCookie, ChosenSite, CountryRedirectCheckIsDone, newsletterPoppedUp, acceptedCookies, [Website]_ AnonymousUserCurrency	Functionality	These cookies are used to remember your selected preferences and what messages you have already seen so they aren’t shown again.
ak_bmsc, TS01a19d95	Functionality	These cookies are used to protect our website against bots.

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