Support : JackWills

Black Friday
- Help
  Help
  Black Friday - How do I qualify?
  You can receive a £20 voucher to spend on future purchases for every qualifying spend (£100) on our website/app or when shopping in store. You must use the same email address/account when placing qualifying order/s.
  There is a £100 cap on the amount of vouchers you can qualify for.
  
  There are no brand exclusions and the spend can be inclusive of full price and/or sale items.
  Qualifying spend does not apply to:
  Orders placed before or after the Promotion Period
  Pre-orders
  The full value of any purchase made using another promotion or discount code (e.g where a product is subject to a buy one get one free offer or discounted, only the amount paid will be included in the Qualified Spend)
  The value of any gift card, voucher or credit note
  The purchase of any gift card
  Delivery charges
  If items from a qualifying order are cancelled for a reason not requested by you this does not affect your eligibility. However, if a cancelation is requested by you, this will affect your eligibility.
  The promotion will run from midnight 17/11/2023 until 11:59pm 29/11/2023.
  
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  Black Friday - When will I receive my Black Friday voucher?
  
  When placing a qualifying order on our website or app, the voucher will be emailed to your billing email address by the 10th December 2023, or when your order is despatched or when your order is collected from store – whichever is later. The voucher will then be valid to use until 4th December 2025.
  When purchasing in-store, a physical voucher receipt will be given to you at the time of purchase. However, the voucher will not be active to use until 5th December 2023. The lifetime of the voucher will also run until 4th December 2025.
  Our system will start sending the Black Friday vouchers to the qualifying email address on the 5th December 2023. Due to the volume of vouchers being sent, this means that there could be a delay of up to 5 days to receive this, however vouchers will be received by 10th December 2023.
  The system is automated, and we cannot expedite any vouchers, so please be patient during this time.
  When purchasing in-store, a physical voucher receipt will be given to you at the time of purchase. However, the voucher will not be active to use until 5th December 2023. The lifetime of the voucher will also run until 4th December 2025.
  
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  Black Friday - What if I return an item?
  
  If an order qualifies for a voucher and one or more products within that order are later returned, the voucher will be cancelled should the total spend lower your qualifying spend.
  If the voucher is used ahead of any items being returned, at the time your return is processed in our warehouse the value of the used voucher will be deducted from any refund amount relating to such return.
  
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  Black Friday - When can I use the Black Friday voucher?
  
  Black Friday vouchers can be used from 5th December 2023 until 4th December 2025, in-store, on our website or mobile app.
  
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  Why is my Black Friday order taking longer than expected to arrive?
  
  Due to the popularity of our Black Friday promotion, we're currently seeing a high demand of orders to fulfil. This means it may take a few days longer for your order to be delivered.
  We’ll keep you updated by email as your order progresses. This also includes our delivery partners sending updates to you, so you know when to expect the delivery.
  Please note, we’re continuing to prioritise orders where customers have purchased a speedier delivery service but given the unprecedented volume of orders, these orders may also see delays during the fulfilment process.
  Rest assured, we’re sure your order will be worth the wait and we thank you for your patience.
  
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Delivery & Collection

Delivery Methods

Please see below for the guaranteed delivery dates to get your order before Christmas. Orders placed after these dates may still be delivered before Christmas.

Delivery Type	Last Date Guaranteed Delivery	Cut Off
Standard Delivery	19th December	23:59
Express Delivery - 48 Hours	21st December	21:00
Next Day Delivery	22nd December	21:00
Next Day Delivery (Carbon Neutral)	22nd December	21:00
Click & Collect	19th December	23:59
Oversized Delivery	15th December	23:59
Specialist Delivery	15th December	23:59

International Deliveries

Destination Country	Delivery Cut-Off
Australia	1st December
Austria	13th December
Belgium	13th December
Bulgaria	5th December
Canada	12th December
China	12th December
Croatia	5th December
Cyprus	6th December
Czech	10th December
Denmark	12th December
Estonia	5th December
Finland	11th December
France	17th December
Germany	13th December
Greece	5th December
Hong Kong	13th December
Hungary	10th December
India	13th December
Ireland	18th December
Israel	9th December
Italy	12th December
Japan	5th December
Latvia	4th December
Lithuania	5th December
Luxemourg	14th December
Malaysia	10th December
Malta	4th December
Netherlands	17th December
New Zealand	1st December
Norway	9th December
Poland	10th December
Portugal	12th December
Romania	5th December
Singapore	5th December
Slovakia	5th December
Slovenia	5th December
Spain	12th December
Saudi Arabia	12th December
Sweden	9th December
Turkey	5th December
UAE	12th December
USA	5th December

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Delivery Options

You can choose between these delivery options:

Delivery option	Cut off	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 days	4.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD (Carbon Neutral)	21:00	Next Day	11.99
Click & Collect Spend £200 and receive £10 voucher to spend in-store. Terms apply.*	23:59	3 to 7 days	6.99
Oversized Delivery	23:59	3 to 7 days	19.99
Specialist Delivery	23:59	3 to 7 days	19.99

Bank / Public holidays are not included.

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European Delivery Costs

Below is a list of countries that we currently deliver to, 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 been 3 - 14 Days, Public and Bank Holidays are excluded.

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

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Rest of the World Delivery Costs

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

Country	Cost from (GBP)	Country	Cost from (GBP)
Algeria	21.66	American Somoa	21.66
Antigua and 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	15.83	Colombia	21.66
Congo, Democratic Republic of the	21.66	Congo, Republic of the	21.66
Costa Rica	21.66	Djibouti	21.66
Dominica	21.66	Dominican Republic	21.66
Ecuador	21.66	Egypt	21.66
El Salvador	21.66	Equatorial Guinea	21.66
Ethiopia	21.66	Falkland Islands (Malvinas)	21.99
Fiji	21.66	French Guiana	21.66
Gabon	21.66	Georgia	21.66
Ghana	21.66	Greenland	11.66
Grenada	21.66	Guadeloupe	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
Kazakhstan	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	Mauritius	21.66
Mayotte	21.66	Mexico	14.99
Micronesia, Federated States of	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
Réunion	17.49
Rwanda	21.66	Saint Kitts and Nevis	21.66
Saint Lucia	21.66	Saint Vincent and the Grenadines	21.66
Samoa	21.66	Sao Tome and Principe	21.66
Saudi Arabia	17.49	Senegal	21.66
Seychelles	21.66	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 and 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

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Click and Collect

You can get your order delivered to one of our participating stores/branches within the UK. Once your order has been delivered to your chosen store, you'll get an email confirming it's ready to be picked up, this email will also contain your unique delivery code which is required for collecting your parcel. Your parcel will take Three (3) to seven (7) working days to be delivered to your chosen store for only £6.99

You will receive a £20 voucher to spend in-store if your order is above £400 (excluding the delivery charges) when you collect your order from your nominated store.

Your parcel can only be collected within your chosen stores opening hours. Please ensure you have your order number, unique delivery code (from your order collection email) and a form of ID, if you don't have all three, you will not be able to collect your order.

Acceptable forms of ID are:
• Cheque Guarantee / Credit / Debit Card
• Bank / Building Society Book
• Valid Passport
• Cheque Book
• Drivers Licence
• Utility Bill

For under 18s:
• National Insurance Card
• Medical Card
• Savings Book

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

You have up to 10 days to collect your parcel from your chosen store. You will be reminded three times within this period to pick up your parcel. If you fail to pick up your parcel within this period, it will be returned to the warehouse, a refund will be processed within 14 days of your parcel being received by the warehouse.

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Delivery FAQs
Delivery FAQs

Where is my order?

If you haven't got your order yet, it might be because it is still out for delivery. Perhaps the courier have tried to deliver but you weren't in? They will try up to 3 times.
Click & Collect deliveries take three (3) to seven (7) days.
Standard Delivery takes three (3) to seven (7) days.
Next Day Delivery for the next day if you order before 9pm (excludes Public / Bank holidays).
You can track your order with the unique tracking number you got in our dispatch email. If you can't find this email, you can get the tracking reference number in your order history.

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Tracking delivery

In our dispatch email you'll have your unique tracking number for your order. Please check your junk folder, if you haven't got the email.
Click & Collect deliveries take three (3) to seven (7) days.
Standard Delivery takes three (3) to seven (7) days.
Next Day Delivery will be delivered the next day if you order before 9pm (excludes Public / Bank holidays).
You can also find that tracking reference number in your order history, to track the progress of your shipment.

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Can I track my delivery overseas?

We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.

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Order confirmation

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 an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.
If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

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Why is my order late?

Depending on what delivery option you selected your order might still be out for delivery.
Click & Collect - delivery to your chosen store, three (3) to seven (7) days.
Standard Delivery - three (3) to seven (7) days.
Next Day Delivery - next day if you place your order before 9pm and receive your order the very next day (excludes Public / Bank Holidays).
You can also check the status of your order using your tracking number we sent you in the confirmation email.

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Customs charges and import duties

If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.

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Why has my order/item returned to sender?

Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.

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Click & Collect Exceptions

Click and Collect is available for most orders but not for all, and this can be for a number of reasons;
- the item ordered is a pre-order item
- one of the selected items is not eligible
- the size or volume of the item is too large

Please select another delivery option for your order.

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Click & Collect voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £400 or more (excluding delivery) you will receive a £20 voucher to spend in store when you collect your parcel from the store.
You'll be given your voucher by our store staff when you collect your parcel.
The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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Corona Virus (covid-19) - Deliveries

Keeping our customers, staff and business partners safe is our top priority.
We are operating our business as usual, with additional health and safety steps implemented, and following government guidelines.

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Orders & Payments
- Completed Orders
  Completed Orders
  
  Wrong/Faulty item received
  
  We’re sorry to hear there are issues with your order.
  Please contact our Customer Services 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 to show our Customer Services team the wrong item so we can better help you.
  
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  I'm missing item(s) from my order
  
  We’re sorry there’s items missing in your order.
  Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
  If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
  If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
  
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  Why has my order/item(s) been cancelled?
  
  Sorry your order or item(s) have been cancelled.
  If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.
  An order will also be cancelled if the billing address details don't match the details your bank has on record.
  We send an email out to confirm the cancellation and you have not been charged.
  
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  My order has been cancelled, but it appears that I have still been charged
  
  If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days.
  The time might depend on your banks processes.
  
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  I haven’t received my gift card
  
  Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
  If you still can’t find it, please contact us and we will be happy to help.
  
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  My item is incomplete (Missing parts)
  
  We're sorry to hear there is a problem with your item.
  Pease contact our Customer Services 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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  My item is damaged
  
  We are sorry to hear your item is damaged.
  If your item has been delivered damaged, please get in touch with our Customer Services team within 28 days from the delivery date so we can help you.
  Please 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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- Placing Orders
  Placing Orders
  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 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 and you don't spend the whole amount, the remaining balance will be stored on that gift card.
  You can't buy gift cards using gift cards as a payment option.
  
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  What is payment authentication?
  
  Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
  Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
  How do I activate my card?
  You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
  Who do I contact for further information?
  If you require more information around the payment authentication process, please contact your card issuer directly.
  If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
  If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
  We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
  Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
  
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  Payment issues
  If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.
  If you’re 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
  If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.
  Your card provider will have more information.
  If you are using PayPal, please contact them directly.
  
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  Why is my bank showing two charges for my order?
  
  We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days.
  In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
  
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  Can I use my gift card online and in store?
  Yes, Gift cards can be used in UK branches of our Flannels 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 card. You can also use your gift card as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our gift cards;
  Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Gift cards cannot be used to buy further gift cards.
  Gift cards cannot be used by customers outside of the United Kingdom.
  
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  Can I use my credit note online and in store?
  Yes, credit notes can be used in UK branches of our Flannels 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;
  Credit notes may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Credit notes should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Credit notes are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Credit notes cannot be used to buy further gift cards.
  Credit notes cannot be used to buy further gift cards.
  
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  Can I cancel or make changes to my order?
  
  No, you can't cancel your order or make changes to your order. This includes adding or removing items, changing colours or sizes, changing delivery addresses, delivery options or the email address on the 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.
  
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  Apply Gift Card, eVoucher or Credit Note
  
  Select the items you wish to purchase and proceed to the checkout as normal.
  When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions.
  If you wish to apply another voucher to the same order please follow the above steps again.
  
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  How do I apply a discount code?
  
  Here are the steps to apply your promotional code or discount code to your order.
  1. Add your item(s) for the discount to your bag.
  2. Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.
  3. Continue through the checkout process until you reach the payment page.
  4. Under the list of payment options you will see an option to "Apply Promotional/Discount Code":
  Select this option, input your code and then select "Apply.”
  If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”
  Please note that terms and conditions apply to all of 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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- Product info
  Product info
  
  How do I find my size?
  
  Sizes vary with different brands and styles.
  We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.
  
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  Item out of stock?
  
  Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.
  Our Customer Service team will not know if an item is coming back in stock.
  Many of our online products are also available in some of our stores, but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.
  
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  Is there a limit to how many products I can buy?
  
  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.
  Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.
  
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  Size Guide
  
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  Product Information
  
  Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.
  If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Services 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.
  
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Financial Services
- Studio Pay
  Studio Pay
  
  What is Studio Pay?
  
  Studio Pay is a credit account used by many at Studio.co.uk and other Frasers Group brands which allows you to spread the cost of an order.
  We have now added Studio Pay as a payment option during checkout when buying from us online. This means if you already have a Studio Pay account, you'll be able to use it here as a payment method when prompted during checkout. You'll just need to login with your existing Studio login details. Please note - if you need support with logging into Studio Pay, you will need to contact the Customer Service team at Studio - help.studio.co.uk
  If you don't have a Studio Pay account and want to learn more about what it is and how to apply, you can find more information here - studio.co.uk/studio-pay
  
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My Account
- Getting Started
  Getting Started
  
  How do I register for an account?
  
  Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
  When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
  To register with your active, valid email address, please click here.
  Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
  
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  How do I create or change my password
  
  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 here. 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.
  
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  How do I create or change my email address?
  
  For our customers’ security we don’t allow change of email address.
  If you need to use an alternative email address, we’d ask you to create a new account.
  
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  How do I buy online?
  
  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.
  
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  How do I pre-order an item?
  
  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.
  
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  Unsubscribe/Delete Account
  
  Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
  If you want to deactivate your account, please contact us confirming your registered email address and name on the account.
  Once we have cancelled your account you will receive an email confirmation.
  
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- Technical Issues
  Technical Issues
  Add to safe sender list
  
  Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
  Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
  To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
  Hotmail
  1. Open your inbox
  2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
  3. Select "Safe and Blocked senders" then click "Safe Senders"
  4. Copy and paste our email address into the box provided and click "add to list"
  5. Our email address has been successfully added to your safe sender list
  Microsoft Office Outlook 2003
  1. Open your inbox
  2. On the toolbar click "Actions"
  3. Select "Junk E-mail" from the drop-down menu
  4. Select "Add sender to safe senders list"
  5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
  6. The email address has now been entered into your Outlook contacts list
  Yahoo!
  1. Open your inbox.
  2. Navigate to an email from us and click the "Add" button next to our email address
  3. If not there already, copy and paste our email address into the email field and click "Save"
  4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
  5. The email address has now been entered into your Yahoo! address book.
  Microsoft Office Outlook 2007
  1. Open your inbox
  2. Open the “Tools” menu and click "Options"
  3. On the “Preferences” tab under “Email” click “Junk Email”
  4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
  5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
  6. The email address has now been added to your contacts list.
  AOL Mail
  1. Open your inbox
  2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
  3. Click “Add contact” to confirm
  4. The email address has now been added to your Contacts list
  Google Mail
  1. Open your inbox
  2. Navigate to an email from us
  3. Click on the "More options" link next to the date
  4. Click on "Add sender to Contacts list" in the options list
  5. The email address has now been entered into your Gmail contacts list.
  
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  I’m having problems signing in. What can I do?
  
  If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
  If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.
  If you don't have an account you can set one up here. This means you have all your order history and details in one place.
  If you're still having problems signing in to your account, please contact us and we'll be happy to help.
  
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  I'm experiencing issues using the website
  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.
  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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  I'm experiencing issues with the App
  
  We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.
  If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.
  If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
  
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  How can I change details and marketing preferences?
  
  You can see and manage most of your details when you login.
  Just head over to My Account to manage your account and password,
  Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
  The Manage Cards section allows you to update payment details.
  
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Stores & Services
- Stores Information
  Stores Information
  
  Store Finder
  
  View our Store Finder to find all our stores in your area.
  
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  I'd like to leave feedback about one of your stores
  
  If you want to let us know about a recent visit to one of our stores please get in touch.
  When contacting please include the location, date and time of your visit so we can help you.
  
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What do you need help with?

Black Friday - How do I qualify?

You can receive a £20 voucher to spend on future purchases for every qualifying spend (£100) on our website/app or when shopping in store. You must use the same email address/account when placing qualifying order/s.

There is a £100 cap on the amount of vouchers you can qualify for.

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

Qualifying spend does not apply to:

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

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

The promotion will run from midnight 17/11/2023 until 11:59pm 29/11/2023.

Still need to contact us

Webchat

Our Webchat is here to assist you.

Start chat

Email

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

Black Friday - When will I receive my Black Friday voucher?

When placing a qualifying order on our website or app, the voucher will be emailed to your billing email address by the 10th December 2023, or when your order is despatched or when your order is collected from store – whichever is later. The voucher will then be valid to use until 4th December 2025.

When purchasing in-store, a physical voucher receipt will be given to you at the time of purchase. However, the voucher will not be active to use until 5th December 2023. The lifetime of the voucher will also run until 4th December 2025.

Our system will start sending the Black Friday vouchers to the qualifying email address on the 5th December 2023. Due to the volume of vouchers being sent, this means that there could be a delay of up to 5 days to receive this, however vouchers will be received by 10th December 2023.

The system is automated, and we cannot expedite any vouchers, so please be patient during this time.

Still need to contact us

Webchat

Our Webchat is here to assist you.

Start chat

Email

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

Black Friday - What if I return an item?

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

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

Still need to contact us

Webchat

Our Webchat is here to assist you.

Start chat

Email

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

Black Friday - When can I use the Black Friday voucher?

Black Friday vouchers can be used from 5th December 2023 until 4th December 2025, in-store, on our website or mobile app.

Still need to contact us

Webchat

Our Webchat is here to assist you.

Start chat

Email

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

Why is my Black Friday order taking longer than expected to arrive?

Due to the popularity of our Black Friday promotion, we're currently seeing a high demand of orders to fulfil. This means it may take a few days longer for your order to be delivered.

We’ll keep you updated by email as your order progresses. This also includes our delivery partners sending updates to you, so you know when to expect the delivery.

Please note, we’re continuing to prioritise orders where customers have purchased a speedier delivery service but given the unprecedented volume of orders, these orders may also see delays during the fulfilment process.

Rest assured, we’re sure your order will be worth the wait and we thank you for your patience.

Still need to contact us

Contact support team

Delivery Options

You can choose between these delivery options:

Delivery option	Cut off	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 days	4.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD (Carbon Neutral)	21:00	Next Day	11.99
Click & Collect Spend £200 and receive £10 voucher to spend in-store. Terms apply.*	23:59	3 to 7 days	6.99
Oversized Delivery	23:59	3 to 7 days	19.99
Specialist Delivery	23:59	3 to 7 days	19.99

Bank / Public holidays are not included.

Still need to contact us

Contact support team

European Delivery Costs

Delivery will take been 3 - 14 Days, Public and Bank Holidays are excluded.

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

Still need to contact us

Contact support team

Rest of the World Delivery Costs

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

Country	Cost from (GBP)	Country	Cost from (GBP)
Algeria	21.66	American Somoa	21.66
Antigua and 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	15.83	Colombia	21.66
Congo, Democratic Republic of the	21.66	Congo, Republic of the	21.66
Costa Rica	21.66	Djibouti	21.66
Dominica	21.66	Dominican Republic	21.66
Ecuador	21.66	Egypt	21.66
El Salvador	21.66	Equatorial Guinea	21.66
Ethiopia	21.66	Falkland Islands (Malvinas)	21.99
Fiji	21.66	French Guiana	21.66
Gabon	21.66	Georgia	21.66
Ghana	21.66	Greenland	11.66
Grenada	21.66	Guadeloupe	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
Kazakhstan	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	Mauritius	21.66
Mayotte	21.66	Mexico	14.99
Micronesia, Federated States of	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
Réunion	17.49
Rwanda	21.66	Saint Kitts and Nevis	21.66
Saint Lucia	21.66	Saint Vincent and the Grenadines	21.66
Samoa	21.66	Sao Tome and Principe	21.66
Saudi Arabia	17.49	Senegal	21.66
Seychelles	21.66	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 and 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

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Click and Collect

You will receive a £20 voucher to spend in-store if your order is above £400 (excluding the delivery charges) when you collect your order from your nominated store.

Acceptable forms of ID are:
• Cheque Guarantee / Credit / Debit Card
• Bank / Building Society Book
• Valid Passport
• Cheque Book
• Drivers Licence
• Utility Bill

For under 18s:
• National Insurance Card
• Medical Card
• Savings Book

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

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Where is my order?

If you haven't got your order yet, it might be because it is still out for delivery. Perhaps the courier have tried to deliver but you weren't in? They will try up to 3 times.

Click & Collect deliveries take three (3) to seven (7) days.

Standard Delivery takes three (3) to seven (7) days.

Next Day Delivery for the next day if you order before 9pm (excludes Public / Bank holidays).

You can track your order with the unique tracking number you got in our dispatch email. If you can't find this email, you can get the tracking reference number in your order history.

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Tracking delivery

In our dispatch email you'll have your unique tracking number for your order. Please check your junk folder, if you haven't got the email.

Click & Collect deliveries take three (3) to seven (7) days.

Standard Delivery takes three (3) to seven (7) days.

Next Day Delivery will be delivered the next day if you order before 9pm (excludes Public / Bank holidays).

You can also find that tracking reference number in your order history, to track the progress of your shipment.

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Can I track my delivery overseas?

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

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

Our international couriers deliver Monday to Friday.

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Why is my order late?

Depending on what delivery option you selected your order might still be out for delivery.

Click & Collect - delivery to your chosen store, three (3) to seven (7) days.

Standard Delivery - three (3) to seven (7) days.

Next Day Delivery - next day if you place your order before 9pm and receive your order the very next day (excludes Public / Bank Holidays).

You can also check the status of your order using your tracking number we sent you in the confirmation email.

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Customs charges and import duties

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

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

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Why has my order/item returned to sender?

Our delivery partners will attempt to deliver your order three times.

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.

If you require the items, we would ask you to place a new order.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.

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Click & Collect voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £400 or more (excluding delivery) you will receive a £20 voucher to spend in store when you collect your parcel from the store.

You'll be given your voucher by our store staff when you collect your parcel.

The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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BRAND PARTNER	RETURNS INSTRUCTION
The Ace Supply Co.	Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD
A Mir and Co	Returns must be made in original packaging. Please return items to the following address: Amir, Amir house, Taylors Lane, Oldbury, B69 2BN
Activity Superstore	Please contact our Customer Services team to arrange a return
Agent Provocateur	Returns can only be made for a faulty product. In order to make a return, please first reach out to the House of Fraser Customer Service team including any images of faults in order to obtain a Returns Number, which is to be included on the returns note.
Aspire Furniture	Please contact our Customer Services team to arrange a return
Boxer	Please return items to the following address: Boxer Gifts, Swinnow Lane, Leeds LS13 4BS
Browns Confectionary	Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Services.
Craghoppers	Return using our portal HERE
Dare 2b	Return using our portal HERE
Designer Travel Goods	Return using our portal HERE
Dezac Ltd	Please contact our Customer Services team to arrange a return
Digitek Trading Ltd	Please contact our Customer Services team to arrange a return
Extra UK	Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
Fizz Creations	Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
GAME	Please return items to the following address: Returns Department - Game Retail Limited Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
Get The Label	Please return items to the following address: Returns department, GET THE LABEL, 22 Leacroft Road, Birchwood, Warrington, WA3 6PJ
Gem Order Limited	Please return items to the following address: Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU
GFW Ltd	Please contact our Customer Services team to arrange a return
Gul	Please return items to the following address: Gul Watersports Ltd., Stadium House, Aspen Way, Yalberton Industrial Estate, Paignton, Devon, TQ4 7QR
Home Curtains	Please return items as they were received, in original packaging. Please return items to the following address: Home Curtains, Stoney Street, Sutton in Ashfield, Nottingham, NG17 4GH
IGSM Ltd	Please return items to the following address: 1 Dewar Court, Astmoor, Runcorn, WA71PT
International Bullion And Metal Brokers	Returns will be eligible for refund only, no exchanges are available for this product. Unless faulty or damaged, pierced jewelry cannot be returned for hygiene reasons. Please return items to the following address: PO BOX 64378, LONDON, EC1NP 1NE
I-Ride	Please return items to the following address: Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL
Lassic Ltd	Please contact our Customer Services team to arrange a return
Levitex	Please return items to the following address: Greenheys, Pencroft Way, Manchester, M15 6JJ
Lloyd Pascal and Company Limited	Please return items to the following address: Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ
Lucky Dip Ltd	Please return items to the following address: Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AX
Meroncourt Europe Limited	Please return items to the following address: Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SG
Prestige Touch	Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Services.
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.
Rashmian Ltd	Please return items to the following address: Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJ
Regatta	Return using our portal HERE
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 4ZS
Rewards and Gifts Ltd	Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR ) Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product. Please return items to the following address: P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT
RKW	Please contact our Customer Services team to arrange a return
Robbie Toys	Returns must be made unused and still boxed. Please return items to the following address: Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ
Rockport	Please return items to the following address: Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG, United Kingdom
Sabichi Homewares Limited	Please contact our Customer Services team to arrange a return
S Green & Sons	Please return items to the following address: 20 Commercial Rd, London, N18 1TP
Sofa.com	Please contact Sofa.com to arrange a return
Spencer Grace	For Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products. 0800 731 0006 info@hy-pro.co.uk Please return items to the following address: Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY
Spicers Of Hythe Limited	Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Services.
Tyrone Textiles	Curtains must be new, unused and not altered and returned with original packaging. Any curtains with pencil pleat heading the tape must not be pulled otherwise they cannot be accepted for a refund. Please return items to the following address: 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN
Valbonne Lingerie	Returns are only accepted if unworn and in original packaging. Please return items to the following address: 54/56 Stocks Street, Cheetham Hill, Manchester, M8 8QJ
VeloBrands	Please return items to the following address: VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF
Virgin 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 Kingdom
Welcome Furniture Limited	Please contact our Customer Services team to arrange a return
YouGarden	Please contact our Customer Services team to arrange a return
ZyroFisher	Please return items to the following address: ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR

Customer, you	You, the customer accessing and/or using the Website.
Website	www.flannels.com
Seller, us, we	Wareshop2 Limited registered address is Unit A, Brook Park East, Shirebrook, NG20 8RY, Company Number: 09870840, Registered location: England and VAT Number: GB 231 5087 33
Website Operator	The Flannels Group Ltd. registered address is The Flannels Group Ltd. Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. Company Number 03406347, Registered location: England.
Customer Services	Contact Us

	BRAND	PARTNER PROGRAM PRODUCT RETURNS ADDRESS
	The Ace Supply Co.	Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD
	A Mir and Co	Amir, Amir house, Taylors Lane, Oldbury, B69 2BN
	Activity Superstore	Please contact our Customer Services team to arrange a return
	Agent Provocateur	Please contact our Customer Services team to arrange a return
	Aspire Furniture	Please contact our Customer Services team to arrange a return
	Boxer	Boxer Gifts, Swinnow Lane, Leeds, LS13 4BS
	Browns Confectionary	Please contact our Customer Services team to arrange a return
	Craghoppers	Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
	Dare 2B	Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
	Designer Travel Goods	Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
	Dezac Ltd	Please contact our Customer Services team to arrange a return
	Digitek Trading Ltd	Please contact our Customer Services team to arrange a return
	Extra UK	Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
	Fizz Creations	Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
	GAME	Returns Department - Game Retail Limited, Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
	Get The Label	Returns department, GET THE LABEL 22 Leacroft Road Birchwood Warrington WA3 6PJ
	Gem Order Limited	Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU
	GFW Ltd	Please contact our Customer Services team to arrange a return
	Gul	Gul Watersports Ltd., Stadium House, Aspen Way, Yalberton Industrial Estate, Paignton, Devon, TQ4 7QR
	Home Curtains UK	Home Curtains, Stoney Street, Sutton in Ashfield, Nottingham, NG17 4GH
	IGSM Ltd	1 Dewar Court, Astmoor, Runcorn, WA71PT
	International Bullion and Metal Brokers	PO BOX 64378, LONDON, EC1NP 1NE
	I-Ride	Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL
	Lassic Ltd	Please contact our Customer Services team to arrange a return
	Levitex	Greenheys, Pencroft Way, Manchester, M15 6JJ
	Lloyd Pascal and Company Limited	Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ
	Lucky Dip Ltd	Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AX
	Meroncourt Europe	Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SG
	Prestige Touch	Please contact our Customer Services team to arrange a return
	Portmeirion	Portmeirion, PMGUK Returns, Trentham Lakes South, Stanley Matthews Way, Stoke on Trent, Staffordshire, ST4 8GR
	Rashmian Ltd	Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJ
	Regatta	Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
	Rewards and Gifts Ltd	P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT
	Ricomex UK Ltd	Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS
	Robbie Toys	Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ
	Rockport	Sports Directory, Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG
	Sabichi Homewares Limited	Please contact our Customer Services team to arrange a return
	S Green And Sons Limited	20 Commercial Rd, London, N18 1TP
	Sofa.com	Please contact Sofa.com to arrange a return
	Spencer Grace	For faulty Zinc products, contact on 0800 731 0006, or info@hy-pro.co.uk Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY
	Spicers Of Hythe	Please contact our Customer Services team to arrange a return
	Tyrone Textiles	30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN
	Valbonne Lingerie	54/56 Stocks Street, Cheetham Hill, Manchester, M8 8QJ
	VeloBrands	VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF
	Virgin Experience Days	Please contact our Customer Services team to arrange a return
	Watch Shop	SDK Returns, PO BOX 8174, Reading, Berkshire, RG6 9PE, United Kingdom
	Welcome Furniture Limited	Please contact our Customer Services team to arrange a return
	YouGarden	Please contact our Customer Services team to arrange a return
	ZyroFisher	ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR

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

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