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Orders & Payments
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Placing Orders
Placing OrdersHow do I apply a discount code?
If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’.
If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:
Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.
Please note:
Terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.
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Send feedbackThanks for the feedback. We will improve this article.What payment options are accepted?We accept most well known payment methods:
- Alipay
- American Express (AMEX)
- Apple Pay
- Bancontact
- Gift Cards
- Giropay
- iDEAL
- Maestro
- Mastercard
- P24
- PayPal
- SOFORT
- VISA
- VISA Debit
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
If you're using a gift card or eVoucher and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
If you're using a gift card or eVoucher and you don't spend the whole amount, the remaining balance will be stored on that gift card or eVoucher.
You can't buy gift cards or eVouchers using gift cards or eVouchers as a payment option.
You can still pay using a gift card or eVoucher when using a promotional code.
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Send feedbackThanks for the feedback. We will improve this article.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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Send feedbackThanks for the feedback. We will improve this article.Payment issuesIf 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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Send feedbackThanks for the feedback. We will improve this article.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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Send feedbackThanks for the feedback. We will improve this article.Can I use my gift card or eVoucher online and in store?Yes, Gift cards and eVouchers can be used in UK branches of our stores as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
You can use the full or part balance of your gift card. Any remaining value will be stored on the gift cards or eVouchers. You can also use your gift card or eVoucher as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards and eVouchers cannot be used to buy further gift cards.
- Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
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Send feedbackThanks for the feedback. We will improve this article.Can I use my credit note online and in store?Yes, credit notes can be used in UK branches of our stores as well as online.
You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
Here are some further terms and conditions around our credit notes;
- Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards and eVouchers cannot be used to buy further gift cards.
- Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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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Send feedbackThanks for the feedback. We will improve this article.Apply Gift Card, eVoucher or Credit NoteGift Card/Store Credit Note
Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?
You can add up to 10 codes, if you wish to apply more eVouchers/Gift cards/credit notes to the same order please follow the above steps again for each code.
Pre-Paid Mastercard/3rd Party Contactless Gift Card
If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.
Please note: We are unable to add promotion codes or discounts once your order has been placed.
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Send feedbackThanks for the feedback. We will improve this article.Where do I find my voucher code and pin?eVoucher
If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:
If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.
Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.
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Send feedbackThanks for the feedback. We will improve this article.Why is the item price different to what I was expecting?You may be looking at a promotion price that has since expired.
For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..
Additionally, please note that some products feature different pricing per size / colour / style etc.
Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.
We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.
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Send feedbackThanks for the feedback. We will improve this article.How do I check the balance on my Gift Card or eVoucher?To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've 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 ‘Check remaining balance’, you will then be able to see your balance.
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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing problems with my gift card or eVoucherIf you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
- The website crashing on a previous checkout attempt.
- If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.
Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again.
Please note: Our customer service team are unable to speed this along.
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Completed Orders
Completed OrdersI'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.
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Send feedbackThanks for the feedback. We will improve this article.I've received the wrong itemIf the item you received differs to what you ordered or expected:
For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.
When contacting us, please also provide a clear image showing the tags and product code so we can better help you.
Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.
For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.
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Send feedbackThanks for the feedback. We will improve this article.My item is faultyIf 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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Send feedbackThanks for the feedback. We will improve this article.I'm missing an item from my orderWe’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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Send feedbackThanks for the feedback. We will improve this article.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.
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Send feedbackThanks for the feedback. We will improve this article.My order has been cancelled, but it appears that I have still been chargedIf your order has been cancelled, you will be refunded to your original method of payment within 2-5 working days.
The time might depend on your banks processes.
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Send feedbackThanks for the feedback. We will improve this article.I haven’t received my gift cardPlease check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
If you still can’t find it, please contact us and we will be happy to help.
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Send feedbackThanks for the feedback. We will improve this article.My item is incomplete or missing partsWe're sorry to hear there is a problem with your item.
Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
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Send feedbackThanks for the feedback. We will improve this article.My item has developed a faultIf 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.
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Send feedbackThanks for the feedback. We will improve this article.How can I get a VAT receipt?VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.
If you haven't received this email, please check your junk folder.
How do I view my previous invoices online?
If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders.
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Send feedbackThanks for the feedback. We will improve this article.When will I receive my Pre-order item?Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date.
Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.
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Placing Orders
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Returns & Refunds
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Returns
ReturnsExtended 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.
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Send feedbackThanks for the feedback. We will improve this article.I need to return my order or item bought onlineYou 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.
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
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I need to return my order or item bought in storeTo 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I exchange an order?No, we do not exchange items.
In the event you change your mind, you may be able to return an online item for a full refund. Please check our policies for further information.
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Send feedbackThanks for the feedback. We will improve this article.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.
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Send feedbackThanks for the feedback. We will improve this article.Can I return more than one order in the same parcel?No. Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing issues using the returns portalI'm struggling to login
We're sorry to hear you are experiencing problems with our returns portal, please see below for some suggestions that should help:
- Are you entering the correct order number - You can find your Order Number on the emails we send to you. It may look like this: EXAMP0000000123456
- Are you entering the correct email address or last 4 digits of the telephone number you used to place this order
- Check there are no spaces before or after the order number, email address or last 4 digits of the telephone number
- Is your order still within the 28 days return period? This starts from when you received your order
I can't download my returns label
- If you are using a mobile phone, please check your phone has received the latest updates
- If you are having difficulties opening the file, you may need to enable pop ups in your browser. If you are still unable to download your label a copy will also have been sent to your inbox
- If you haven't received your email containing the 'Order Label' please check your junk folder, the return label or QR code email will be sent from @returns.international
If you've tried all the above and are still struggling, please get in touch with our Customer Services 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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Brand Partner Returns
Brand Partner ReturnsI need to return my order or item bought from a brand partner
Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this:
Please see additional information below and details on how to return those items.
Returns policy overview
- Returns will be eligible for refund only, no exchanges are available for these items
- Items must not be used, worn or washed
- Items must be in original packaging and all tags attached
- Personalised items will not be accepted unless text is incorrect, or the item is faulty
- Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
- Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Please note, postage will be payable. We do not offer a free returns service for unwanted items.
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Returns
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Site Policies
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Terms & Conditions
Terms & ConditionsWHO WE ARE
If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.
You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Service.
The following definitions are used in these terms:
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.PLACING AN ORDERADD TO BAG: Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Service who will be able to assist you with your order). Click 'Add to Bag'.
CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".
ACCOUNT/GUEST: Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to register for an account or to continue as a guest.
DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.
PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.
ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation).
ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.DESCRIPTION AND PRICING OF GOODSA description of the main characteristics and prices of goods are on the product pages of the Website.
For Customers based in the UK and the EU: the price includes all applicable taxes.
For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see the Customs Charges and Import Duties article for further details.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.
The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of re-confirming your order at the correct price or cancelling it.
The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.DELIVERY AND RETURNSDelivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.
If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned, click here for more details.Delivery options
Please review our UK delivery options.
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.Delivery of pre-order Items
If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.
Split delivery
We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".
Cancellation period for online purchases
In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)
If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms.
For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at:
Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RYPlease give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.
You can also use the Returns Form , but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to us or post it to the address above.
Returning items
You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).
Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.
The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.
You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.
Refunds
We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.
If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.
You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.
Returning items that have been sent out incorrectly
Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.
Defective items
In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:
Tier 1: within 30 days of receiving the defective item, you can choose to receive either:
- a repair; or
- a replacement; or
- a full refund.
The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.
Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
- keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
- return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).
If you think you have received a defective item, please return the items back to us including details where possible of:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- Whether you would prefer a refund or a repair or replacement
We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.
We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.
If you have a query about returning goods, please contact Customer Service.
Returns and exchanges for in-store purchases
For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.
If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.
The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.
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- The Seller shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of the Seller 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
- The Seller will not be liable for the following types of loss:
- loss of income or revenue; or
- waste of management or office time.
- Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
- death or personal injury caused by the Seller's negligence;
- fraud or fraudulent misrepresentation;
- any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
- defective products under the Consumer Protection Act 1987; or
- any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
- Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.
Events outside our control
- The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
- Strikes, lock-outs or other industrial action;
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
- Impossibility of the use of public or private telecommunications networks; or
- The acts, decrees, legislation, regulations or restrictions of any government.
- In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
- In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.
Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing.
Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.
Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.
WEEE Regulations
- The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
- The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
- The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
- Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
- Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
- Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
- We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
- For example, if a customer bought a new stopwatch/pedometer from us we would accept their stopwatch/pedometer and prevent it going into landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
- Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
- Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from the normal household waste so that they can be recycled.
Our right to vary these terms and conditions- The Seller reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from the Seller unless:
- any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
- the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.
Governing law and jurisdiction
- These terms and conditions are subject to English law.
- The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
- Nothing in these terms and conditions is intended to affect your statutory rights.
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To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Service. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.
If you paid by credit card, you may have additional rights of redress.
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If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.
Gift Cards cannot be used to buy further Gift Cards.
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The following documentation may be required to complete our due diligence checks –
Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)
Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)
Failure to comply with the verification checks will result in the order being cancelled
We reserve the right to cancel any order we do not believe to be genuine
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
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- Deposits;
- Magazines;
- Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
- Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
- Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
- Any computer games where the seal on the wrapping has been broken; and
- Any items that have been inseparably mixed after delivery.
Refunds will only be offered in accordance with your statutory rights (which remain unaffected).
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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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BRAND PARTNER PARTNER PROGRAM PRODUCT RETURNS ADDRESS The Ace Supply Co. Please return items to the following address:
Warehouse,
Unit A3/4 Southmoor Industrial Estate,
Southmoor Road,
Wythenshawe,
Manchester,
M23 9XDA Mir and Co Returns must be made in original packaging.
Please return items to the following address:
Amir, Amir house,
Taylors Lane,
Oldbury,
B69 2BNActivity 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 Customer Services 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 6WAArora Design Limited Please return items to the following address:
Arora Design LTD,
Buccleuch Mills,
Langholm,
Dumfriesshire,
DG13 0Aspire 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 9EQBabymore Ltd Please return items to the following address:
Unit C2,
Zenith Industrial Estate,
Paycocke Road,
Basildon,
Essex,
SS14 3DWBaltic 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 9RRBoxer Please return items to the following address:
Boxer Gifts,
Swinnow Lane,
Leeds
LS13 4BSBrakeburn Please return items to the following address:
Jackson Distribution Ltd,
Main Warehouse,
1 Willis Way,
Poole,
BS15 3SSBrowns 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 4HNCraghoppers Return using our portal Dare 2b Return using our portal Charles Bentley Please return items to the following address:
Factory Outlet,
Charles Bentley and Son Ltd,
North Road,
Loughborough,
LE11 1QJCrafters Companion Please return items to the following address:
Crafters Companion,
St Cuthbert's Way,
Aycliffe Business Park,
Newton Aycliffe,
DL5 6XWCreate Your World Ltd Please return items to the following address:
Create Your World Ltd,
Units 4-6 Deneside Business Park,
Wolsingham,
Bishop Auckland
Co Durham
DL13 3BFCroydex Limited Please return items to the following address:
Croydex,
Central Way,
Andover,
Hampshire,
SP10 5AWDesigner 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 6ERDreams '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 9PUEndura Please return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SFEskuta Limited Please return items to the following address:
Unit 5,
Bermuda Innovation Centre,
St. Davids Way,
Nuneaton,
CV10 7SDEsselle Retail Limited Please return items to the following address:
Arthouse c/o Sambro International,
Hardys Gate,
Dumers Lane,
Bury,
BL9 9UEExtra UK Please return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XFFirelog Limited Please return items to the following address:
Returns Dept at House of Fraser,
Willowtree Marina,
West Quay Drive,
Hayes,
Middlesex,
UB4 9TAFizz Creations Please return items to the following address:
Fizz Creations,
6 Commerce Way,
Lancing,
BN15 8TAGablemere 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 6YJGardeco Ltd Please return items to the following address:
Gardeco Warehouse,
Units 7 & 8,
Gemini Business Park,
Stourport Road,
Kidderminster,
DY11 7QLGardiner Bro's Please return items to the following address:
Gardiner Bros & Co,
Unit 4,
St Modwen Park
Quedgeley
Gloucester
GL10 3EZGet The Label Please return items to the following address:
Returns department,
GET THE LABEL,
22 Leacroft Road,
Birchwood,
Warrington,
WA3 6PJGem Order Limited Please return items to the following address:
Gem Order Limited,
5B The Courtyard,
Reddicap Trading Estate,
Sutton Coldfield,
Birmingham,
B75 7BUGFW Ltd Please 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 7NGGreenside 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 7QRHigh Street TV Please return items to the following address:
High Street TV Corby,
PO Box 7903,
Corby,
NN17 9HYHome 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 4GHIGSM Ltd Please return items to the following address:
1 Dewar Court,
Astmoor,
Runcorn,
WA71PTInternational Bullion And Metal Brokers Returns will be eligible for refund only, no exchanges are available for this product.
Unless faulty or damaged, pierced jewelry cannot be returned for hygiene reasons.
Please return items to the following address:
PO BOX 64378,
LONDON,
EC1NP 1NEI-Ride Please return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4ELJon 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 9GFJVL If Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging.
>If this clearly showed it was damaged in transit from the package received.
Please return items to the following address:
JVL - Goods In,
Orchard Business Park,
Mytholmroyd,
HX7 5HZKandy Toys Please return items to the following address:
Kandy Toys (Returns),
Hit Barton Business Park,
Sidmouth Road,
Exeter,
Devon,
EX5 1DRKipfold Limited Please return items to the following address:
Kipfold Ltd,
Cheetwood House,
Cheetwood Road,
Manchester,
M8 8AQLassic Ltd Please contact our Customer Service team to arrange a return Levitex Please return items to the following address:
Greenheys,
Pencroft Way,
Manchester,
M15 6JJLiving and Home Please return items to the following address:
Wenrit Global LTD,
Unit 1-3 Montague House,
Matthews Street,
Manchester,
M12 5BBLloyd Pascal and Company Limited Please return items to the following address:
Lloyd Pascal,
Elan House,
Park Lane,
Castle Vale,
Birmingham,
B35 6LJLucky Dip Ltd Please return items to the following address:
Lucky Dip,
Unit 1B Brunt Street,
Mansfield,
Nottinghamshire,
NG18 1AXMashco 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 6SGMeyer (UK) Ltd Please return items to the following address:
Meyer Group Limited,
Wirral International Business Park,
Riverview Road,
Bromborough,
Wirral,
CH62 3RHModrec International Ltd Please return items to the following address:
Modrec International Ltd c/o Fergusons Transport Ltd,
Barmston Lane,
Pattison Industrial Estate,
Washington,
Tyne & Wear,
NE38 8QTMV 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 3RZPeers Hardy Please return items to the following address:
Peers Hardy UK Ltd,
Customer Services Dept,
Unit 4, Precision House,
Starley Way,
Solihull,
B37 7GNPet Brands Limited Please return items to the following address:
Pet Brands,
Paramount House,
Gelderd Road,
Birstall,
Batley,
WF17 9QDPhoenox Tex Please return items to the following address:
Phoenox Textile Ltd,
Spring Grove Mills,
Clayton West,
Huddersfield,
HD8 9HHPlum Play Please return items to the following address:
Plum Products Ltd,
Middle Street,
The Cliff,
Ingham,
Lincoln,
LN1 2YQPremier Decorations Please return items to the following address:
Premier Decorations Ltd,
Premier House,
Braintree Road,
Ruislip,
Middlesex,
HA4 0EJPrestige 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 8GRPlease 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 0EJRegatta 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 services 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 4ZSRiva Home Ltd Please return items to the following address:
Riva Paoletti Ltd Riva Home,
Coal Road,
Leeds,
LS14 1PSRewards 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 2TTRKW 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 5EZRock Luggage Please return items to the following address:
24 Wadsworth Road,
Greenford,
Middlesex,
UB6 7JDRockport Please return items to the following address:
Unit 5 Butterly Avenue,
Questor,
Dartford,
Kent,
DA1 1JG,
United KingdomSabichi 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 1TPSearchlight Electricals Please return items to the following address:
Searchlight Electric,
900 Oldham Road,
Newton Heath,
Manchester,
M40 2BSSecond Chance Ltd Units 1-4 Pipers Court,
Amy Johnson Way,
Blackpool,
FY4 2RTShankar UK Ltd Please return items to the following address:
Shankar UK,
63 Major Street,
Wolverhampton,
WV2 2BLShire Garden Buildings Returns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address.
Please return items to the following address:
Shire,
Brigstock Road,
Wisbech,
Cambs,
PE13 3JJSnowtime Please return items to the following address:
Trans-Continental Group Ltd (behind Nutrition Group),
Olympic Way,
Off Clifton Road,
Blackpool,
Lancashire,
FY4 4QESofa.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 1DYSpicers 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 5BATurner Bianca PLC Please return items to the following address:
Turner Bianca,
Bell Mill,
Claremont Street,
Oldham,
OL8 3EJTyrone 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 7QNValbonne 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 8QJVeloBrands Please return items to the following address:
VeloBrands Ltd,
Copplestone Mills,
Copplestone,
Devon,
EX17 5NFVantona Home LTD Please return items to the following address:
Unit 8a,
Newby Road,
Hazel Grove,
Stockport,
SK7 5DAVirgin Experience Days For items purchased online please contact Customer Services 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. Watch Shop Please return items to the following address:
SDK Returns,
PO BOX 8174,
Reading,
Berkshire,
RG6 9PE,
United KingdomWeeRide UK Please return items to the following address:
WeeRide Returns,
Silver X Group,
Unit 2 & 3 Hamilton Road,
Sutton in Ashfield,
NG17 5LDWelcome Furniture Limited Please contact our Customer Service team to arrange a return Weybury Hildreth Limited Please contact our Customer Services team to 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 7UZYouGarden 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- When you purchase a Partner Program Product, the contract of sale is still between you and the Seller, and the Seller’s terms and conditions of sale will apply to this purchase, with the following differences:
- The Partner Brand will deliver Partner Program Product(s) direct to you from their warehouse.
- Partner Program Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available.
- Partner Program Product(s) will be sent separately from other items in your order.
- If you need to return a Partner Program Product, you must send this to the relevant returns address set out in the table above. Partner Program Products cannot be returned to stores.
- Returns for Partner Program Products are eligible for refund only, no exchanges are available.
- Gift cards cannot be used as a method of payment for Partner Program Products.
- Promotions and discount codes do not apply to Partner Program Products.
- In accordance with the Seller’s Privacy Policy, we will share details of your order with the Partner Brand to fulfil your order.
- Please also note the following additional terms, which are specific to GAME Partner Program Products only:
- You must be 12 or older.
- Certain GAME products are age restricted. Any product with a PEGI (Pan-European Games Information) rating will be clearly described as such on the product page for that item. For further information on age ratings, see the Video Standards Council Website, the PEGI website, or the Ask About Games Website. By placing order an order for the purchase of an age restricted products on this website, you confirm you are of the appropriate age to receive and view the specified certification of the title(s) so ordered. Any person ordering a product for a third party hereby certifies the intended recipient of the order is of the appropriate age to receive and view the specified certification of the title(s) so ordered. The Seller reserves the right not to supply any age-restricted product where it reasonably believed that you are below the relevant minimum age.
- We reserve the right in our absolute discretion to limit a specific product or products to one product per customer (which includes, but is not limited to, per postcode, per email and/or per payment method). Customers will be notified via the product display page or during check out, which product(s) these terms apply to. If we detect a breach or attempted breach of these terms, we may cancel the relevant order or orders for the limited item(s).
- You cannot redeem or earn GAME Reward or GAME Elite Reward points on Partner Program Products, and purchases of Partner Program Products will not appear in your GAME Reward account or your GAME Elite membership purchase history.
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Send feedbackThanks for the feedback. We will improve this article.Declaration of ConformityPlease find download links for our product DOCs here.
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Other Policies
Other PoliciesFur Policy
All fur, whether sourced from the wild or from fur farms must be responsibly sourced.
If sourced from fur farms then the supplier must have a recognised EU accreditation in place that can identify:
- The farm from which the fur is sourced.
- A high standard of rearing conditions for the animals.
- A high standard of farm hygiene.
- Evidence of robust feed management and environmental management.
The accreditation should come from local and national authorities in the country of origin.
Tags evidencing the certification should be displayed on all garments containing fur.
Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.
If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.
No fur should ever be sourced from endangered or threatened species.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Guide To PEGI RatingsAs of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.
The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.
Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.
The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.
So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.
PEGI RATINGDESCRIPTION 
The content of games with a PEGI 3 rating is considered suitable for all age groups. The game should not contain any sounds or pictures that are likely to frighten young children. A very mild form of violence (in a comical context or a childlike setting) is acceptable. No bad language should be heard.
Game content with scenes or sounds that can possibly be frightening to younger children should fall in this category. Very mild forms of violence (implied, non-detailed, or non-realistic violence) are acceptable for a game with a PEGI 7 rating.
Video games that show violence of a slightly more graphic nature towards fantasy characters or non-realistic violence towards human-like characters would fall in this age category. Sexual innuendo or sexual posturing can be present, while any bad language in this category must be mild.
This rating is applied once the depiction of violence (or sexual activity) reaches a stage that looks the same as would be expected in real life. The use of bad language in games with a PEGI 16 rating can be more extreme, while the use of tobacco, alcohol or illegal drugs can also be present.
The adult classification is applied when the level of violence reaches a stage where it becomes a depiction of gross violence, apparently motiveless killing, or violence towards defenseless characters. The glamorisation of the use of illegal drugs and of the simulation of gambling, and explicit sexual activity should also fall into this age category. 
In addition to the numerical PEGI ratings, you will also see the "Parental Guidance Recommended" rating for some non-game apps, introduced by PEGI for storefronts that use IARC. This serves as a warning that these apps can offer a broad variety of user generated or curated content. Typically, this applies to products such as Facebook, Twitter or YouTube. Content Descriptors
PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.
CONTENT DESCRIPTORDESCRIPTIONViolence
The game contains depictions of violence. In games rated PEGI 7 this can only be non-realistic or non-detailed violence. Games rated PEGI 12 can include violence in a fantasy environment or non-realistic violence towards human-like characters, whereas games rated PEGI 16 or 18 have increasingly more realistic-looking violence. Bad Language
The game contains bad language. This descriptor can be found on games with a PEGI 12 (mild swearing), PEGI 16 (e.g. sexual expletives or blasphemy) or PEGI 18 rating (e.g. sexual expletives or blasphemy). Fear/Horror
This descriptor may appear as 'Fear' on games with a PEGI 7 if it contains pictures or sounds that may be frightening or scary to young children, or as 'Horror' on higher-rated games that contain moderate (PEGI 12) or intense and sustained (PEGI 16) horror sequences or disturbing images (not necessarily including violent content). Sex/Nudity
This content descriptor can accompany a PEGI 12 rating if the game includes sexual posturing or innuendo, a PEGI 16 rating if there is erotic nudity or sexual intercourse without visible genitals or a PEGI 18 rating if there is explicit sexual activity in the game. Depictions of nudity in a non-sexual context do not require a specific age rating, and this descriptor would not be necessary. Drugs
The game refers to or depicts the use of illegal drugs, alcohol or tobacco. Games with this content descriptor are always PEGI 16 or PEGI 18. Gambling
The game contains elements that encourage or teach gambling. These simulations of gambling refer to games of chance that are normally carried out in casinos or gambling halls. Some older titles can be found with PEGI 12 or PEGI 16, but PEGI changed the criteria for this classification in 2020, which made that new games with this sort of content are always PEGI 18. Discrimination
The game contains depictions of ethnic, religious, nationalistic or other stereotypes likely to encourage hatred. This content is always restricted to a PEGI 18 rating (and likely to infringe national criminal laws). In-Game Purchases
The game offers players the option to purchase digital goods or services with real-world currency. Such purchases include additional content (bonus levels, outfits, surprise items, music), but also upgrades (e.g. to disable ads), subscriptions to updates, virtual coins and other forms of in-game currency. Online Gaming
These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity. Paid Random Items
This content descriptor is sometimes accompanied by an additional notice if the in-game purchases include random items (like loot boxes or card packs). Paid random items comprise all in-game offers where players don't know exactly what they are getting prior to the purchase. They can be purchased directly with real money and/or exchanged for an in-game virtual currency. Depending on the game, these items may be purely cosmetic or they may have functional value.
The notice is always displayed underneath or near the age label and content descriptors.
To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.gamesratingauthority.org.uk.
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Monday - Friday 8 am – 8 pm (GMT/BST)
Saturday & Sunday 9 am – 6 pm (GMT/BST)Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Complete SavingsWhat is Complete Savings?
Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Contact details for Complete Savings:
- Visit www.completesavings.co.uk
- Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email customerservice@completesavings.co.uk
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.How do I contact Complete Savings or get more information about my membership?
- You can visit www.completesavings.co.uk. Here you can find more information about your membership.
- Call Complete Savings on 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email the Customer Service team on customerservice@completesavings.co.uk
- Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.
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