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What is Frasers Plus?

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

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

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

Complaints about your Frasers Plus account

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

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

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

How to make a complaint about your Frasers Plus account?

Complaint type

Who should I contact?

 

My complaint is about:

  • The Frasers Plus Account or App,
  • Frasers Plus payment,
  • Frasers Plus terms and conditions,
  • Frasers Plus communications.
  • Frasers Plus marketing,
  • The actions of one of our colleagues in conversation about Frasers Plus.

 

Frasers Group Financial Services – via:

What happens after I make a complaint?

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

What if I am unhappy with your final response?

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

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What is Studio Pay?

Studio Pay is a credit account used by many at Studio.co.uk and other Frasers Group brands which allows you to spread the cost of an order.

We have now added Studio Pay as a payment option during checkout when buying from us online. This means if you already have a Studio Pay account, you'll be able to use it here as a payment method when prompted during checkout. You'll just need to login with your existing Studio login details. Please note - if you need support with logging into Studio Pay, you will need to contact the Customer Service team at Studio - help.studio.co.uk

If you don't have a Studio Pay account and want to learn more about what it is and how to apply, you can find more information here - studio.co.uk/studio-pay

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Return Online - UK

 

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Return Online - Non UK

Return your online order in a few easy steps. You have 28 days to return your order from the date it's delivered. Exclusions apply, please see our Returns Policy below for more details.

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 Adidas or Reebok, these should be returned directly to the supplier. A pre-paid returns label will be included in your order, please repackage your items and return them using this label. If the label is missing, please contact our Customer Services team. These items cannot be returned to store.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

  • Securely repack your items.

  • Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.

  • You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.

  • Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.

Good to know...

  • By choosing a paid service through our returns portal you will be provided with a tracked return service back to our warehouse.
  • Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
  • If you are using your own method of return, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.

RETURNS POLICY OVERVIEW

  • Items must not be used, worn or washed
  • Items must be in original packaging and all tags attached
  • Personalised items will not be accepted unless the text is incorrect, or the item is faulty
  • Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  • Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
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Return – Bought in store

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any Flannels store within 28 days of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.


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Can I return more than one order in the same parcel?

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

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How will I receive a refund?

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, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.

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, 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.


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When will I receive a refund?

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, 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.

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Webchat

Our Webchat is here to assist you.

Start chat
Email

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

Send email
I can't see a refund on my bank statement

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

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RETURNS - BOUGHT FROM A BRAND PARTNER

If you’ve had items delivered to you from one of our brand partners, please see additional information below on how to return those items.

Returns policy overview

  • Returns will be eligible for refund only, no exchanges are available for these items
  • Items must not be used, worn or washed
  • Items must be in original packaging and all tags attached
  • Personalised items will not be accepted unless text is incorrect, or the item is faulty
  • Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  • Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned.
  • Please note, postage will be payable. We do not offer a free returns service for unwanted items. 
BRAND PARTNERRETURNS INSTRUCTION
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 CoReturns must be made in original packaging.
Please return items to the following address:
Amir, Amir house,
Taylors Lane,
Oldbury,
B69 2BN
Activity SuperstorePlease 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.

Alan Symonds and Company LtdPlease return items to the following address:
Alan Symonds & Company Ltd,
Westminster House,
Bakewell Road,
Orton Southgate,
Peterborough,
PE2 6WA
Arora Design LimitedPlease return items to the following address:
Arora Design LTD,
Buccleuch Mills,
Langholm,
Dumfriesshire,
DG13 0
Aspire FurniturePlease contact our Customer Services team to arrange a return
Aye Do LtdPlease return items to the following address:
13 Murieston Green,
Murieston,
Livingston,
EH54 9EQ
Babymore LtdPlease return items to the following address:
Unit C2,
Zenith Industrial Estate,
Paycocke Road,
Basildon,
Essex,
SS14 3DW
Baltic Pine / Comfy LivingPlease contact our Customer Services team to arrange a return
Birlea Furniture LimitedPlease contact our Customer Services team to arrange a return
Bluestem Group LtdPlease return items to the following address:
38 Bluestem Road,
Ransomes Industrial Estate,
Ipswich,
IP3 9RR
BoxerPlease return items to the following address:
Boxer Gifts,
Swinnow Lane,
Leeds
LS13 4BS
Brakeburn
Please return items to the following address:
Jackson Distribution Ltd,
Main Warehouse,
1 Willis Way,
Poole,
BH15 3SS
Browns ConfectionaryItems are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Services.
Bunty Pet Products LtdPlease return items to the following address:
Unit 1,
St Mary's Industrial Park,
Talbot Road,
Newton,
Hyde,
SK14 4HN
Charles BentleyPlease return items to the following address:
Factory Outlet,
Charles Bentley and Son Ltd,
North Road,
Loughborough,
LE11 1QJ
CraghoppersReturn using our portal
Dare 2bReturn using our portal
Crafters CompanionPlease return items to the following address:
Crafters Companion,
St Cuthbert's Way,
Aycliffe Business Park,
Newton Aycliffe,
DL5 6XW
Create Your World LtdPlease return items to the following address:
Create Your World Ltd,
Units 4-6 Deneside Business Park,
Wolsingham,
Bishop Auckland
Co Durham
DL13 3BF
Croydex LimitedPlease return items to the following address:
Croydex,
Central Way,
Andover,
Hampshire,
SP10 5AW
Designer Travel Goods
Return using our portal
Dezac LtdPlease contact our Customer Services team to arrange a return
Digitek Trading LtdPlease contact our Customer Services team to arrange a return
Downland Bedding Co Ltd

Please return items to the following address:
Downland Bedding Co. Ltd,
23 Blackstock Street,
Liverpool,
L3 6ER

Dreams 'n' DrapesPlease return items to the following address:
JRS Online Returns,
Unit 1-2 Cleggs Lane Industrial Site,
Ravenscraig Road,
Little Hulton,
Manchester,
M38 9PU
EnduraPlease return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SF
Extra UKPlease return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XF
Eskuta LimitedPlease return items to the following address:
Unit 5,
Bermuda Innovation Centre,
St. Davids Way,
Nuneaton,
CV10 7SD
Esselle Retail LimitedPlease return items to the following address:
Arthouse c/o Sambro International,
Hardys Gate,
Dumers Lane,
Bury,
BL9 9UE
Firelog LimitedPlease return items to the following address:
Returns Dept at House of Fraser,
Willowtree Marina,
West Quay Drive,
Hayes,
Middlesex,
UB4 9TA
Fizz CreationsPlease return items to the following address:
Fizz Creations,
6 Commerce Way,
Lancing,
BN15 8TA
Gablemere Ltd
Please contact our Customer Services team to arrange a return
GAMEPlease return items to the following address:
Returns Department - Game Retail Limited
Unity House, Telford Road,
Basingstoke,
Hampshire,
RG21 6YJ
Gardeco LtdPlease return items to the following address:
Gardeco Warehouse,
Units 7 & 8,
Gemini Business Park,
Stourport Road,
Kidderminster,
DY11 7QL
Gardiner Bro'sPlease return items to the following address:
Gardiner Bros & Co,
Unit 4,
St Modwen Park
Quedgeley
Gloucester
GL10 3EZ
Get The LabelPlease return items to the following address:
Returns department,
GET THE LABEL,
22 Leacroft Road,
Birchwood,
Warrington,
WA3 6PJ
Gem Order LimitedPlease return items to the following address:
Gem Order Limited,
5B The Courtyard,
Reddicap Trading Estate,
Sutton Coldfield,
Birmingham,
B75 7BU
GFW LtdPlease contact our Customer Services team to arrange a return
Graham and BrownPlease return items to the following address:
Shuttleworth Mead Distribution Centre,
Unit 7,
Padiham,
Lancashire,
BB12 7NG
Greenside PackagingPlease contact our Customer Services team to arrange a return
GulPlease return items to the following address:
Gul Watersports Ltd.,
Stadium House,
Aspen Way,
Yalberton Industrial Estate,
Paignton,
Devon,
TQ4 7QR
High Street TV
Please return items to the following address:
High Street TV Corby,
PO Box 7903,
Corby,
NN17 9HY
Home CurtainsPlease 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 LtdPlease return items to the following address:
1 Dewar Court,
Astmoor,
Runcorn,
WA71PT
International Bullion And Metal BrokersReturns 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-RidePlease return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4EL
Jon RichardEarrings cannot be returned for hygiene reasons. All hair items have a tamper label, if this is removed, the goods cannot be returned.
Please return items to the following address:
Jon Richard,
TIlson Road,
Manchester,
M23 9GF
JVLIf Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging.
If this clearly showed it was damaged in transit from the package received. 
Please return items to the following address:
JVL - Goods In,
Orchard Business Park,
Mytholmroyd,
HX7 5HZ
Kandy ToysPlease return items to the following address:
Kandy Toys (Returns),
Hit Barton Business Park,
Sidmouth Road,
Exeter,
Devon,
EX5 1DR
Kipfold LimitedPlease return items to the following address:
Kipfold Ltd,
Cheetwood House,
Cheetwood Road,
Manchester,
M8 8AQ
Lassic LtdPlease contact our Customer Services team to arrange a return
LevitexPlease return items to the following address:
Greenheys,
Pencroft Way,
Manchester,
M15 6JJ
Living and HomePlease return items to the following address:
Wenrit Global LTD,
Unit 1-3 Montague House,
Matthews Street,
Manchester,
M12 5BB
Lloyd Pascal and Company Limited
Please return items to the following address:
Lloyd Pascal,
Elan House,
Park Lane,
Castle Vale,
Birmingham,
B35 6LJ
Lucky Dip LtdPlease return items to the following address:
Lucky Dip,
Unit 1B Brunt Street,
Mansfield,
Nottinghamshire,
NG18 1AX
Mashco LtdPlease contact our Customer Services team to arrange a return
Meroncourt Europe LimitedPlease return items to the following address:
Meroncourt Europe Limited,
Unit 2A,
Portland Industrial Estate,
Arlesey,
Bedfordshire,
SG15 6SG
Meyer (UK) LtdPlease return items to the following address:
Meyer Group Limited,
Wirral International Business Park,
Riverview Road,
Bromborough,
Wirral,
CH62 3RH
Modrec International Ltd
Please return items to the following address:
Modrec International Ltd c/o Fergusons Transport Ltd,
Barmston Lane,
Pattison Industrial Estate,
Washington,
Tyne & Wear,
NE38 8QT
MV SportsPlease contact our Customer Services team to arrange a return
NUDEAPlease return items to the following address:
Nudea Studio,
Manor House,
Church Road,
Little Marlow,
Buckinghamshire,
SL7 3RZ
Peers HardyPlease return items to the following address:
Peers Hardy UK Ltd,
Customer Services Dept,
Unit 4, Precision House,
Starley Way,
Solihull,
B37 7GN
Pet Brands LimitedPlease return items to the following address:
Pet Brands,
Paramount House,
Gelderd Road,
Birstall,
Batley,
WF17 9QD
Phoenox Textile Limited

Please return items to the following address:
Phoenox Textile Ltd,
Spring Grove Mills,
Clayton West,
Huddersfield,
HD8 9HH

Plum PlayPlease return items to the following address:
Plum Products Ltd,
Middle Street,
The Cliff,
Ingham,
Lincoln,
LN1 2YQ
Premier DecorationsPlease return items to the following address:
Premier Decorations Ltd,
Premier House,
Braintree Road,
Ruislip,
Middlesex,
HA4 0EJ
Prestige TouchItems are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Services.
PortmeirionReturns will be eligible for refund only, no exchanges are available for this product.

If you need to return this item, please return in original condition, within 28 days of purchase (unless faulty) to:

Portmeirion PMGUK Returns,
Trentham Lakes South,

Stanley Matthews Way,
Stoke on Trent, 

Staffordshire,
ST4 8GR

Please note this product cannot be returned in store.

It is important that any returned items, unless faulty, are sent in a fully re-saleable and unused condition. This means in all original packaging and with all labels attached.

Pure ElectricPlease contact our Customer Services team to arrange a return
Rashmian LtdPlease return items to the following address:
Rashmian Ltd,
Unit J Braintree Industrial Estate,
Braintree Road,
Ruislip,
HA4 0EJ
Regatta

Return using our portal

Ricomex UK LtdPlease 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
Riva Home LtdPlease return items to the following address:
Riva Paoletti Ltd Riva Home,
Coal Road,
Leeds,
LS14 1PS
Rewards and Gifts LtdTechnology 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
RKWPlease contact our Customer Services team to arrange a return
Robbie ToysReturns must be made unused and still boxed.
Please return items to the following address:
Robbie Toys Ltd,
Unit 1 The Lane,
Manston Business Park,
CT12 5EZ
Rock LuggagePlease return items to the following address:
24 Wadsworth Road,
Greenford,
Middlesex,
UB6 7JD
RockportPlease return items to the following address:
Unit 5 Butterly Avenue,
Questor,
Dartford,
Kent,
DA1 1JG,
United Kingdom
Sabichi Homewares LimitedPlease contact our Customer Services team to arrange a return
S Green & SonsPlease return items to the following address:
20 Commercial Rd,
London,
N18 1TP
Second Chance LtdPlease return items to the following address:
Units 1-4 Pipers Court,
Amy Johnson Way,
Blackpool,
FY4 2RT
Shankar UK LtdPlease return items to the following address:
Shankar UK,
63 Major Street,
Wolverhampton,
WV2 2BL
Shire Garden BuildingsReturns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address.
Please return items to the following address:
Shire,
Brigstock Road,
Wisbech,
Cambs,
PE13 3JJ
SnowtimePlease return items to the following address:
Trans-Continental Group Ltd (behind Nutrition Group),
Olympic Way,
Off Clifton Road,
Blackpool,
Lancashire,
FY4 4QE
Sofa.comPlease contact Sofa.com to arrange a return
Spencer GraceFor 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 LimitedItems are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Services.
ThreadbareFor hygiene purposes we cannot accept returns of underwear, all swimwear must have their hygiene strip attached.
Please return items to the following address:
Dimensions,
1 Glenburn Road,
East Kilbride,
G74 5BA
Turner Bianca PLCPlease return items to the following address:
Turner Bianca,
Bell Mill,
Claremont Street,
Oldham,
OL8 3EJ
Tyrone TextilesCurtains 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 LingerieReturns are only accepted if unworn and in original packaging.
Please return items to the following address:
54/56 Stocks Street,
Cheetham Hill,
Manchester,
M8 8QJ
VeloBrands
Please return items to the following address:
VeloBrands Ltd,
Copplestone Mills,
Copplestone,
Devon,
EX17 5NF
Vantona Home LTD
Please return items to the following address:
Unit 8a,
Newby Road,
Hazel Grove,
Stockport,
SK7 5DA
Virgin Experience DaysFor 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.
WeeRide UKPlease return items to the following address:
WeeRide Returns,
Silver X Group,
Unit 2 & 3 Hamilton Road,
Sutton in Ashfield,
NG17 5LD
Welcome Furniture LimitedPlease contact our Customer Services team to arrange a return
Weybury Hildreth LimitedPlease reach out to our Customer Services team regarding faulty returns. Otherwise, please return items to the following address:
Weybury Hildreth,
Bay 1,
Building 47,
Second Avenue,
The Pensnett Estate,
Kingswinford,
West Midlands,
DY6 7UZ
YouGardenPlease contact our Customer Services team to arrange a return
ZyroFisherPlease return items to the following address:
ZyroFisher,
Roundhouse Road,
Faverdale Industrial Estate,
Darlington,
DL3 0UR
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How do I register for an account?

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register you'll need an active and valid email address.

Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.

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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 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.

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How can I change details and marketing preferences?

You can see and manage most of your details when you login.

  • Head over to My Account to manage your account and password, 
  • Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
  • The Manage Cards section allows you to update payment details.
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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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