Contact us
Black Friday - I'm thinking of ordering, how do I qualify?

With our Black Friday promotion you can receive a Black Friday voucher to spend on future purchases by placing a qualifying order.

You must use the same email address/account when placing qualifying order.

There is a limit on the amount of vouchers you can qualify for (please see the Terms & Conditions for further details).

There are no brand exclusions and the spend can be inclusive of full price and/or sale items.

Please note that qualifying spend does not apply to:

  • Orders placed before or after the Promotion Period
  • Pre-order items
  • GAME consoles
  • The full value of any purchase made using another promotion or discount code (e.g where a product is subject to a buy one get one free offer or discounted, only the amount paid will be included in the Qualified Spend)
  • The value of any gift card, voucher or credit note
  • The purchase of any gift card 
  • Delivery charges

If items from a qualifying order are cancelled for a reason not requested by you this does not affect your eligibility. However, if a cancelation is requested by you, this will affect your eligibility.

The promotion will run from 22nd November 2024 until 11:59pm 5th December 2024.

The full terms and conditions for the Black Friday promotion can be found on our website by pressing 'Promotion Terms' at the bottom of our homepage.

Still need to contact us
Contact support team
Black Friday - I've placed my order, when will I get my voucher?

For Online Orders:

Here is what to expect after placing your order...

  1. Once the Black Friday promotion ends (from 5th December 2024), we will automatically assess your order to confirm if it qualifies for the promotion.
  2. We will send a further email to you at that time to confirm if you qualified.
  3. If you do qualify, you can expect to receive your Black Friday Voucher email from Monday 9th December 2024 (please allow up to 7 working days from the date of order dispatch/ collection).

Please note the Black Friday promotion is assessed automatically. Our Customer Service team will not be able to confirm your eligibility or speed the process up for you. We appreciate your patience.

For In-Store Orders:

You'll receive a physical Black Friday voucher at the till when you place your order. Please keep this voucher safe as we cannot replace lost vouchers.

Your Black Friday voucher can be redeemed when shopping online or in-Store from 9th December 2024, and it will remain valid for two years.

Still need to contact us
Contact support team
Black Friday - Did my order qualify?

If you’re unsure if your order qualifies, please go ahead and check that your order meets the following criteria-

  • Your order was placed between 00:01 (GMT) 22nd November 2024 and 23:59 (GMT) 5th December 2024, with a total above the qualifying amount (see Terms & Conditions). 
  • Pre-order items are excluded from the qualifying total. If your order includes any pre-order products, their value will not count towards the promotion total.
  • GAME consoles are also excluded from the qualifying total. If included in your order, their value will not be counted.
  • The qualifying order total must reflect the payable amount for goods only; delivery charge, discount codes, gift card values, and similar deductions do not apply.
  • You have not exceeded the maximum number of vouchers allowed during this promotion (see Terms & Conditions). If you've placed multiple orders throughout the promotion, all spend during the period will accumulate towards the vouchers limit.

All Vouchers are valid from 9th December 2024 for two years.

The full terms and conditions for the Black Friday promotion can be found on our website by pressing 'Promotion Terms' at the bottom of our homepage.

Please note the Black Friday promotion is assessed automatically. Our Customer Service team will not be able to confirm your eligibility or speed the process up for you. We appreciate your patience.

Still need to contact us
Contact support team
Black Friday - When can I use the Black Friday voucher?

Black Friday vouchers can be used from 9th December 2024 & will be valid for 2 years.

You can redeem your voucher when shopping online or in-store.

Still need to contact us
Contact support team
Black Friday - What if I return an item?

If an order qualifies for a Black Friday voucher and one or more products within that order are later returned, the voucher will be cancelled should the total spend lower your qualifying spend.

If the voucher is used ahead of any items being returned, at the time your return is processed in our warehouse the value of the used voucher will be deducted from any refund amount relating to such return.

Still need to contact us
Contact support team
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

Cut off

Delivery Times

Cost (£GBP)

Standard Delivery

23:59

3 to 7 days

6.99

Next Day Delivery

20:00

Next Day

9.99

Next Day Delivery by DPD (Carbon Neutral)

20:00

Next Day

11.99

Express Delivery - 48 Hours20:0048 Hours9.99
Click & Collect
Spend £400 and receive £20 voucher to spend in-store. *Terms apply.		23:593 to 7 days6.99
Oversized Delivery23:593 to 7 days19.99
2 Man Delivery23:593 to 7 days39.99

Bank / Public holidays are not included.

Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.

Still need to contact us
Contact support team
Rest of the World Delivery Costs

Below is a list of countries that we currently deliver to, both european and the rest of the world, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.

Delivery will take between 3 - 21 Days, Public and Bank Holidays are excluded.

Please note: We may not be able to ship some items outside of the UK due to restrictions, please refer back to the product page and press deliveries to see what options are available. If the product lists international as an option you should be able to the below countries.

Europe

CountryCost from (GBP)CountryCost from (GBP)
Albania11.66Andorra9.99
Austria8.33Belarus11.66
Belgium5.83Bosnia and Herzegovina11.66
Bulgaria9.99Canary Islands21.66
Croatia9.99Cyprus10.83
Czech Republic9.99Denmark8.33
Estonia9.99Finland8.33
France5.83Germany5.83
Gibraltar8.33Greece9.99
Guernsey5.83Hungary9.99
Ireland5.83Italy8.33
Jersey5.83Latvia9.99
Liechtenstein8.33Lithuania9.99
Luxembourg5.83Malta10.83
Moldova11.66Monaco10.83
Montenegro11.66Montserrat21.66
Netherlands5.83Norway8.33
Poland9.99Portugal8.33
Romania9.99Serbia11.66
Slovakia9.99Slovenia9.99
Spain8.33Sweden8.33
Switzerland8.33Turkey11.66

Rest of the World

CountryCost from (GBP)CountryCost from (GBP)
Algeria21.66American Somoa21.66
Antigua & Barbuda21.66Argentina21.66
Armenia21.66Aruba21.66
Australia13.00Azerbaijan21.66
Bahrain17.49Bangladesh21.66
Barbados21.66Benin21.66
Bermuda
21.66Bhutan21.66
Bolivia21.66Botswana21.66
Brazil21.66Brunei17.49
Burkina Faso21.66Cambodia21.66
Cameroon21.66Canada14.99
Cape Verde21.66Cayman Islands21.66
Chad21.66Chile21.66
China21.66Colombia21.66
Congo (Democratic)21.66Congo (Republic)21.66
Costa Rica21.66Djibouti21.66
Dominica21.66Dominican Republic21.66
Ecudaor21.66Egypt21.66
El Salvador21.66
Equatorial Guinea21.66
Ethiopia21.66Falkland Islands21.99
Fiji21.66French Guina21.66
Gabon21.66Georgia21.66
Ghana21.66Greenland11.66
Grenada21.66Guadaloupe21.66
Guatemala21.66Guinea21.66
Guinea-Bissau21.66Guyana21.66
Haiti21.66Honduras21.66
Hong Kong
15.83Iceland11.66
India15.83Indonesia15.83
Israel21.66Jamaica21.66
Japan15.83Jordan17.49
Kazahkstan21.66Kenya21.66
Kiribati21.66Korea (South)
15.83
Kuwait17.49Kyrgyzstan21.66
Lebanon21.66Lesotho21.66
Madagascar21.66Malawi21.66
Malaysia15.83Maldives21.66
Marshall Islands21.66Martinique21.66
Mauritania21.66Maurtius21.66
Mayotte21.66Mexico14.99
Micronesia (FSO)21.66Mongolia21.66
Morocco21.66Mozambique21.66
Myanmar Burma21.66Nauru21.66
Nepal21.66New Zealand12.55
Nicaragua21.66Niger21.66
Nigeria21.66North Macedonia21.66
Oman17.49Pakistan21.66
Palau21.66Panama21.66
Papua New Guinea21.66Paraguay21.66
Peru
21.66Philippines15.83
Puerto Rico21.66Qatar
17.49
Reunion17.49Saint Kitts & Nevis21.66
Rwanda21.66Saint Vincent21.66
Saint Lucia21.66Sao Tome & Principe21.66
Samoa21.66Senegal21.66
Saudi Arabia17.49Singapore15.83
Solomon Islands21.66South Africa17.49
Sri Lanka21.66Suriname21.66
Taiwan15.83Tajikistan21.66
Tanzania
21.66Thailand15.83
The Bahamas21.66The Gambia21.66
Togo21.66Tonga21.66
Trinidad & Tobago
21.66Tunisia21.66
Tuvalu21.66Uganda21.66
United Arab Emirates15.83United States8.33
Uruguay21.66Uzbekistan21.66
Vanuatu21.66Venezuela21.66
Vietnam15.83Zambia21.66
Zimbabwe21.66

Still need to contact us
Contact support team
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 £6.99 

You will receive a £20 voucher to spend in-store if your order is above £400 (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. 

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
Where is my order?

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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Contact support team
I’ve not received an email about my order

We are aware of an issue with some of our automatic emails not being received by customers. We are currently investigating this further.

Please be assured that customer orders are unaffected by this issue; so your order will still be progressing as expected. You just may not receive the usual emails to confirm progress.

In the meantime - if you have a login to the website; you will still be able to see your orders and track progress online when you login and check your order history.

Still need to contact us
Contact support team
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.

Still need to contact us
Contact support team
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.

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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 as we'll be happy to help you. 

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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:

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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Contact support team
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
Still need to contact us
Recommended
Webchat

Our Webchat is here to assist you.

Start chat
Telephone

Call us for assistance with any queries you may have.

Contact
Apply Gift Card, eVoucher or Credit Note

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. 

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
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.

Still need to contact us
Contact support team
I'm trying to return my order, but it's saying my order isn't found

We're aware there are intermittent issues affecting some of our customers when trying to return their order even when they are within the returns timeframe.

Our technical teams are working on fixing this issue. 

The error you see may look similar to this:

If you're seeing an error such as an order not found - we would recommend you check back in a couple of days and try again.

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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 comes back in to stock after the sale has ended.

Still need to contact us
Contact support team
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. 

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
My item is incomplete or missing parts

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

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

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
My item has developed a fault

If your item has developed a manufacturing fault within a year of purchase, please contact our Customer Service team and provide images of both the item and the fault. 

Please note: All items are inspected upon return, if we don't find a manufacturing fault and is simply due to wear and tear, we will return the item to you.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Contact support team
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.

Still need to contact us
Contact support team
Size Guide
Still need to contact us
Contact support team
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. Some stores offer a Personal Shopping service. Please head back to our website and press 'Personal Shopping' which can be found on the footer of our website.


Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
Extended Christmas Returns Policy

We’ve extended our usual returns timeframe to give customers peace of mind when shopping during the festive period.

For items ordered online - We are happy to offer a refund for items purchased online from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.

For items purchased in store - We are happy to offer a credit note for items purchased in store from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025. Please retain the receipt as proof of purchase.

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

For all other terms associated with returns, please refer to our returns policy.

Still need to contact us
Contact support team
I need to return my order or item bought online

You can now return your online 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 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.
  • If you are using your own method of return, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.

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
Still need to contact us
Contact support team
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 Flannels 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.

Still need to contact us
Contact support team
Can I return an online order to a store?

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.

Still need to contact us
Contact support team
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.

Still need to contact us
Contact support team
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 PARTNERRETURNS INSTRUCTION

Agent Provocateur

Returns can only be made for a faulty product.

In order to make a return, please first reach out to the Customer Service team including any images of faults in order to obtain a Returns Number, which is to be included on the returns note.

Dare 2bReturn using our portal
Design Travel GoodsPlease follow the returns advice on your dispatch note.
GulPlease follow the returns advice on your dispatch note.
NudeaPlease return items to the following address:
Nudea Studio,
Manor House,
Church Road,
Little Marlow,
Buckinghamshire,
SL7 3RZ
PortmeirionReturns 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.

Regatta

Return using our portal

Still need to contact us
Contact support team
My item has the wrong personalisation

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

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

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

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

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
Store Finder

View our store finder to find all our stores in your area.

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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:

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. 

Still need to contact us
Contact support team
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

Still need to contact us
Contact support team
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.

Still need to contact us
Contact support team
How do I create or change my password

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 with your active, valid email address, please click on the Face icon in the top right hand side of the homepage and complete the steps under 'New User'. You will be asked to create a password for your account.

If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.

You can manage your account and your password in the 'My Account' section.

Still need to contact us
Contact support team
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.
Still need to contact us
Contact support team
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.

Still need to contact us
Contact support team
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.

Still need to contact us
Recommended
Email

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

Send 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.

Still need to contact us
Contact support team
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Recommended
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
Telephone

Call us for assistance with any queries you may have.

Contact
WhatsApp

We might have the solution here.

WhatsApp
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.

Still need to contact us
Contact support team

Can't find what you're looking for?