How can we help you?

Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.

Please refer to the checkout for the most up to date information on delivery options.

Delivery Option	Order Before	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 Days	6.99
Express Delivery - 48 Hours	21:00	48 Hours	9.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD	21:00	Next Day	11.99
Oversized Delivery	23:59	3 to 7 Days	19.99
2 Man Delivery	23:59	3 to 7 Days	39.99

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.

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

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

Rest of the World

Country	Cost from (GBP)	Country	Cost from (GBP)
Algeria	21.66	American Somoa	21.66
Antigua & Barbuda	21.66	Argentina	21.66
Armenia	21.66	Aruba	21.66
Australia	13.00	Azerbaijan	21.66
Bahrain	17.49	Bangladesh	21.66
Barbados	21.66	Benin	21.66
Bermuda	21.66	Bhutan	21.66
Bolivia	21.66	Botswana	21.66
Brazil	21.66	Brunei	17.49
Burkina Faso	21.66	Cambodia	21.66
Cameroon	21.66	Canada	14.99
Cape Verde	21.66	Cayman Islands	21.66
Chad	21.66	Chile	21.66
China	21.66	Colombia	21.66
Congo (Democratic)	21.66	Congo (Republic)	21.66
Costa Rica	21.66	Djibouti	21.66
Dominica	21.66	Dominican Republic	21.66
Ecudaor	21.66	Egypt	21.66
El Salvador	21.66	Equatorial Guinea	21.66
Ethiopia	21.66	Falkland Islands	21.99
Fiji	21.66	French Guina	21.66
Gabon	21.66	Georgia	21.66
Ghana	21.66	Greenland	11.66
Grenada	21.66	Guadaloupe	21.66
Guatemala	21.66	Guinea	21.66
Guinea-Bissau	21.66	Guyana	21.66
Haiti	21.66	Honduras	21.66
Hong Kong	15.83	Iceland	11.66
India	15.83	Indonesia	15.83
Israel	21.66	Jamaica	21.66
Japan	15.83	Jordan	17.49
Kazahkstan	21.66	Kenya	21.66
Kiribati	21.66	Korea (South)	15.83
Kuwait	17.49	Kyrgyzstan	21.66
Lebanon	21.66	Lesotho	21.66
Madagascar	21.66	Malawi	21.66
Malaysia	15.83	Maldives	21.66
Marshall Islands	21.66	Martinique	21.66
Mauritania	21.66	Maurtius	21.66
Mayotte	21.66	Mexico	14.99
Micronesia (FSO)	21.66	Mongolia	21.66
Morocco	21.66	Mozambique	21.66
Myanmar Burma	21.66	Nauru	21.66
Nepal	21.66	New Zealand	12.55
Nicaragua	21.66	Niger	21.66
Nigeria	21.66	North Macedonia	21.66
Oman	17.49	Pakistan	21.66
Palau	21.66	Panama	21.66
Papua New Guinea	21.66	Paraguay	21.66
Peru	21.66	Philippines	15.83
Puerto Rico	21.66	Qatar	17.49
Reunion	17.49	Saint Kitts & Nevis	21.66
Rwanda	21.66	Saint Vincent	21.66
Saint Lucia	21.66	Sao Tome & Principe	21.66
Samoa	21.66	Senegal	21.66
Saudi Arabia	17.49	Singapore	15.83
Solomon Islands	21.66	South Africa	17.49
Sri Lanka	21.66	Suriname	21.66
Taiwan	15.83	Tajikistan	21.66
Tanzania	21.66	Thailand	15.83
The Bahamas	21.66	The Gambia	21.66
Togo	21.66	Tonga	21.66
Trinidad & Tobago	21.66	Tunisia	21.66
Tuvalu	21.66	Uganda	21.66
United Arab Emirates	15.83	United States	8.33
Uruguay	21.66	Uzbekistan	21.66
Vanuatu	21.66	Venezuela	21.66
Vietnam	15.83	Zambia	21.66
Zimbabwe	21.66

We are currently seeing a high volume of customer orders being placed, this is introducing a slight delay with the order appearing on our systems.

If you've placed an order; but wondering why you can't see it in your account yet (or haven't had your confirmation email) - please don't worry, It'll just take a bit longer for your order to appear. It could take a couple of hours. 

Please also note, our Customer Service team will also not be able to see/check your order in the first couple of hours due to the same delay.

If you have a login to the website; we'd recommend you allow a couple of hours and after then you will be able to see your orders in your order history.

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.

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.

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.

Once you've placed your order we will send you an 'order confirmation' email, detailing what you bought, cost and delivery option.

We will also send you emails to keep you updated as your order progresses. This included letting you know when the order has been processed, shipped. The tracking information can also be found in your order history.

If a replacement has been ordered then you will only receive the 'Order Shipped' email containing the tracking details.

If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

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. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

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.

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.

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.

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. 

If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’. 

If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:

Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.

Please note:

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

Terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

We accept most well known payment methods:

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. 

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.

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.

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.

Yes, Gift cards and eVouchers can be used 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.

Yes, credit notes can be used 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.

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

Love2Shop Vouchers

Love2Shop Vouchers are not accepted instore or online by Flannels.

Love2Shop Flexecash Gift Cards

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

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

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

 

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

Gift Card/Store Credit Note

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

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

Pre-Paid Mastercard/3rd Party Contactless Gift Card

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

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

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.

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.

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.

If 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. Our customer service team are unable to speed this along.

Please note: If you have a Love2Shop flexecash gift card, you can buy Flannels eVouchers using your Love2Shop Flexecash Gift Card, via the Love2shop Manage My Account page ( www.love2shop.co.uk/login ).

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.

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.

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.

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.

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. 

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.

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.

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. 

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.

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.

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.

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.

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:

You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.

If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.

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.

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.

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.

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.

• 

  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.

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

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.

No. Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

I'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.

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes. Please allow up to 14 days for your items to be inspected and any refunds to be issued. You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. 

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.

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

Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this: 

Please see additional information below and details on how to return those items.

Returns policy overview

• Returns will be eligible for refund only, no exchanges are available for these items
• Items must not be used, worn or washed
• Items must be in original packaging and all tags attached
• Personalised items will not be accepted unless text is incorrect, or the item is faulty
• Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
• Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned

Please note, postage will be payable. We do not offer a free returns service for unwanted items. 

BRAND PARTNER	RETURNS INSTRUCTION
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 2b	Return using our portal
Design Travel Goods	Please follow the returns advice on your dispatch note.
Gul	Please follow the returns advice on your dispatch note.
Nudea	Please return items to the following address: Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ
Portmeirion	Returns will be eligible for refund only, no exchanges are available for this product. If you need to return this item, please return in original condition, within 28 days of purchase (unless faulty) to: PORTMEIRION PMGUK RETURNS, TRENTHAM LAKES SOUTH, STANLEY MATTHEWS WAY, STOKE ON TRENT, STAFFORDSHIRE, ST4 8GR Please note this product cannot be returned in store. It is important that any returned items, unless faulty, are sent in a fully re-saleable and unused condition. This means in all original packaging and with all labels attached.
Regatta	Return using our portal

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

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

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

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer service team. 

How to make a complaint about your Frasers Plus account?

Complaint type	Who should I contact?
My complaint is about: The Frasers Plus Account or App, Frasers Plus payment, Frasers Plus terms and conditions, Frasers Plus communications. Frasers Plus marketing, The actions of one of our colleagues in conversation about Frasers Plus.	Frasers Group Financial Services – via: the Frasers Plus App Chat, Contact us form

What happens after I make a complaint?

• We take all complaints seriously and we will do everything we can to resolve them quickly.
• We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial Ombudsman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to [email protected]. You'll need to contact them within 6 months of receiving our final response email. 

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

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.

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.

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.

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.

You can search for items in a few different ways, to then add them to your shopping cart.

There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.

As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.

When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.

Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.

The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.

We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.

When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.

We will only charge you once the order has dispatched.

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.

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.

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.

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

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

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

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

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

If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

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.

Once you login to your account online, you'll be able to change some of your details including.

• First name
• Last name
• Telephone number
• Billing address
• Request shipping addresses
• Payment details

 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. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address. We will also not be able to change the address, or add/remove items.

Online threats like hacks, scams, and cyber-crime are common in today’s digital world, but taking a few simple precautions can significantly reduce your risk. Follow these practical tips to protect yourself and enhance your online shopping experience:

• Caution with links: Be cautious when clicking on links sent via email, text or on social media. If you’re unsure, visit their official app or by searching for their website through a trusted search engine.
• Social media: Before clicking, check if the page is verified by looking for the blue tick. Scammers often mimic official accounts, including logos and branding. 
• Check URLs carefully: When making a payment or purchase, ensure the address bar shows a secure connection with a padlock symbol. This indicates the site uses encryption.
• Keep devices and apps updated: Regular updates fix security vulnerabilities and help protect your personal information.
• Enable two-factor authentication: Secure your accounts—especially email—by enabling two factor authentication. This adds an extra layer of security.
• Monitor account safety: Use services like Have I Been Pwned ( https://haveibeenpwned.com/ ) to check if your online accounts have been compromised, and take prompt action if needed.

If you suspect you’ve been targeted by an online scam, report it immediately to Action Fraud ( https://www.actionfraud.police.uk/ ) and inform your bank, particularly if payment details are involved.

Creating a strong password: 

A strong password is essential to keeping your accounts secure. Use these tips to create one that’s hard to crack:

• Avoid common choices: Don’t use “password,” “123456,” or similar easy-to-guess options.
• Avoid personal details: Avoid using information like pet names, family names, or birthdays that might be discoverable online.
• Consider a password manager: These tools securely store and manage your passwords, helping you use unique ones for every account.

For more detailed information on keeping your online activity secure, explore resources from the National Cyber Security Centre (NCSC) ( https://www.ncsc.gov.uk/section/information-for/individuals-families ).

If you placed an order on a fraudulent website believing it was ours, we understand the frustration this can cause. Although we cannot investigate fraudulent transactions outside of our platform, we’ve compiled actionable steps you can take:

Steps for reporting scams:

• Report the Scam: Contact Action Fraud ( https://www.actionfraud.police.uk/ ) and notify your bank, especially if financial information has been shared.
• Flag the scam online: If the scam site is on social media, report it through the platform’s tools and consider leaving a warning comment to alert others.
• Check account security: Use Have I Been Pwned ( https://haveibeenpwned.com/ ) to identify if any of your accounts have been compromised. Update your passwords immediately if necessary.
• Change passwords: Protect your other accounts by changing passwords, especially for any accounts where the same details may have been used.

Please be assured that when shopping with us we make every effort to keep your shopping experience safe and secure across our website, app and when visiting our stores. 

If in doubt, we recommend you place orders directly from our website or app. Our social pages are also verified (blue tick), so please always look out for that to confirm authenticity.