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.
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 - 21 Days, Public and Bank Holidays are excluded.
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 yourparcel. 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.
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.
We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.
Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.
We will also send you 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.
If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.
Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.
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.
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.
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.
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.
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.
Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.
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.
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.
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.
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.
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.
If you've changed your mind and no longer need the item, please arrange for the item to be returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.
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.
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 Flannelsstore to check their stock.
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 Flannelsstore to check their stock.
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.
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.
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
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.
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.
We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.
At certain times of the year, such as Christmas and public holidays, the processing time may be longer.
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
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
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 Ltd
Please return items to the following address: Alan Symonds & Company Ltd, Westminster House, Bakewell Road, Orton Southgate, Peterborough, PE2 6WA
Arora Design Limited
Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0
Please return items to the following address: Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool, L3 6ER
Dreams 'n' Drapes
Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Site, Ravenscraig Road, Little Hulton, Manchester, M38 9PU
Extra UK
Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
Firelog Limited
Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations
Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
Please 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 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
Kipfold Limited
Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Please return items to the following address: Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN
Pet Brands Limited
Please 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
Premier Decorations
Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
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.
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
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
Rock Luggage
Please return items to the following address: 24 Wadsworth Road, Greenford, Middlesex, UB6 7JD
Rockport
Please return items to the following address: Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG, United Kingdom
Please return items to the following address: 20 Commercial Rd, London, N18 1TP
Shankar UK Ltd
Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Snowtime
Please return items to the following address: Trans-Continental Group Ltd (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE
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.
Please 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
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.
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.
You can search for items in a few different ways, to then add them to your shopping cart.
There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.
The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.
We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.
When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.
We will only charge you once the order has dispatched.
Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
If you 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.
Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop-down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts list
Yahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.
AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts list
Google Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.
If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. 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.
We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
Clear your cache and cookies
Deactivate any plugins
Check your HTTPS settings
Clear your temporary files
Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
We'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.
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.
We act as a credit broker and not a lender, and are an appointed representative of House of Fraser Limited who are authorised and regulated by the FCA (firm reference number: 947961).
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 services 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.
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.
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
These Terms and Conditions (‘Terms’) and the House of Fraser Privacy Policy form the contract between House of Fraser Limited (‘Our’, ‘We’ or ‘Us’) and the cardmember (‘You’ or ‘Your’) in relation to the collection and use of Recognition Points (‘Points’), Recognition Rewards (‘Rewards’) and any other offers associated with the Recognition Reward Card.
ELIGIBILITY AND REGISTRATION OF A RECOGNITION REWARD CARD
1. The Recognition Reward Programme is open to all UK and Republic of Ireland residents aged 18 years or above who wish to apply for a Recognition Reward Card (‘Reward Card’), excluding any person eligible for House of Fraser staff discount. The Recognition Reward Card cannot be used in conjunction with the Recognition MasterCard or Recognition Account Card.
2. When you register a Recognition Reward Card, we will set up an individual online account for you which will record the Points you have collected and the Rewards earned. You will not be able to redeem any Rewards until you have registered your card online at www.houseoffraser.co.uk and received a notification from us by email that your account has been registered.
3. If you create an account in the App, if you do not already have a registered Recognition Reward Card or a Recognition MasterCard or Account Card, we will set up an individual Recognition Reward Account for you which will record the Points you have collected and the Rewards earned. If you already have a registered plastic Recognition Card and you sign into your account through the App, you will be able to see the Points you have collected and the Rewards earned. You can also merge a plastic Reward Card with an in-App Recognition Reward Account.
4. Reward Cards are issued by Us and remain Our property. If requested, You may be required to return Your Reward Card to Us or to destroy it.
5. You are responsible for notifying Us if your details change. We are not responsible for delayed or undeliverable mail, email or text messages. You can notify us of a change of details online at www.houseoffraser.co.uk
HOW TO COLLECT POINTS
1. Points are available on purchases made within participating House of Fraser stores with a Recognition Reward Card or through the App and online at www.houseoffraser.co.uk. Points cannot be collected, nor can Rewards be redeemed, on the following items: Gift Vouchers, Gift Cards, financial services, any large kitchen appliances and any other non-participating departments.
2. Points will be awarded for every complete £1/€1 you spend in participating departments. We reserve the right to amend this structure as and when We deem it necessary. Current Points and Rewards information is available in store and online.
3. To collect Points for a purchase in store, you must present a Reward Card or your Recognition Reward Account barcode in the App. If you do not have your Recognition Card or App with you, Points can be added to your account up to 30 days after the date of purchase upon production of a validated till receipt and your Reward Card or Reward Account barcode in the App. To collect Points online, you simply need to have signed in to your account at www.houseoffraser.co.uk
4. Every month We will check to see whether You have collected the requisite number of Points (as notified to you) and if so, we will load the relevant Reward value onto Your account. If You have any Points left over after Your Rewards have been issued, the unused Points will be carried forward towards your next Reward for up to a maximum of 12 months.
5. Points can be transferred to another cardmember by setting up a Points transfer. This can be done online at www.houseoffraser.co.uk. Once a transfer has been set up, the primary account will receive all Points collected. This will remain until the Points transfer is cancelled (via the same webpage). A maximum of three cards can be linked to the primary account. Points cannot be sold or exchanged from one cardmember to another.
6. In the event You receive a refund on goods, all Recognition Points received as a result of that purchase will be deducted from Your current balance and not count towards Your Rewards.
7. Points shall become invalid when the Reward account is closed and may not be subsequently redeemed or transferred.
8. Please note that your Points balance may not be updated immediately when you make a qualifying purchase. You may need to wait 24 hours before the Points show in your account for both in store and online purchases.
HOW TO REDEEM REWARDS
1. The Reward account holds the Reward value You have collected.
2. Rewards can be used as payment for purchases from selected departments in store or at www.houseoffraser.co.uk. Rewards cannot be used for the payment of Gift Vouchers, Gift Cards, financial services, any large kitchen appliances and any non-participating departments. Please check if Rewards may be used before making Your purchase. When You use Rewards as payment, you will not earn Points on this part of the purchase.
3. Rewards can be used in conjunction with any Recognition offer (e.g. Double Points events), subject to the terms and conditions of that offer.
4. Rewards are not valid for use during selected promotional events or offer periods. Please check the event or offer terms and conditions to avoid disappointment.
5. We will refund any returned goods purchased in accordance with Our current refund policy. Rewards used in that purchase will be refunded to your Reward Card and usual restrictions will apply.
6. Rewards must be used by the expiry date given in Your Recognition Reward online account and/or e-statement (unless otherwise specified) and are subject to these Terms.
7. Rewards cannot be sold or exchanged from one cardmember to another. If accounts are linked then the primary account will receive any Rewards earned that have not already been issued.
8. We are not responsible for any Rewards that are unused by their expiry date.
9. Reward Cards should be treated as cash. We cannot be held liable for Reward Cards which, once registered, are subsequently lost, stolen or damaged. In the event of loss, please follow the instructions for lost, stolen or damaged Reward Cards on the ‘My Account’ section at www.houseoffraser.co.uk. If there was a Reward value on the lost card, this value, and any Points balance, will be accessible via your online account until a new card is registered to the account as a replacement.
10. Any and all Points that have not been issued or used towards Rewards as and when the Recognition Reward Programme terminates shall become void. Rewards already issued prior to the termination of the Recognition Reward Programme shall remain valid until their expiry date.
11. We reserve the right to refuse to process a Reward which We deem to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.
GENERAL
1. We reserve the right to amend or terminate the Recognition Reward Programme or these Terms at Our sole discretion at any time, with or without notice.
2. We may refuse to redeem Rewards and/or authorise the issue of Points if We consider that the Recognition Reward Programme and/or the account are being misused, or if You are in breach of any of these Terms.
3. We reserve the right to close any Reward Card that has been inactive. If We do this, We will notify you in advance.
4. These Terms are subject to English Law. Our liability for a breach by Us of these Terms shall be limited to You. If You suffer loss as a result of such breach, Our sole liability shall be to credit You with Points in the event that such Points were incorrectly deducted or should have been credited but were not.
5. Nothing in these Terms shall limit Our liability in respect of death or personal injury caused by Our negligence.
6. In the event of any conflict or inconsistency with any other communication, including advertising, marketing or promotional material, these Terms shall prevail.
7. You may contact Us at any time by writing to the following address: House of Fraser, Recognition, 6th Floor, 318 Oxford Street, London W1C 1HF The Recognition Reward Programme is administered, and Reward Cards issued, by House of Fraser Limited. Registered office: Unit A Brook Park East, Shirebrook, NG20 8RY, UK. Registered in England. Registered number: 10686681
If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.
You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.
The following definitions are used in these terms:
Customer, you
You, the customer accessing and/or using the Website.
Purchases paid for using a debit/credit card are sold to You by Wareshop2 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 09870840 Registered Location: England 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.
ADD TO BAG: Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Services who will be able to assist you with your order). Click 'Add to Bag'.
CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".
ACCOUNT/GUEST: Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to registerfor an account or to continue as a guest.
DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.
PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.
ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation).
ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.
The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.
The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.
Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.
If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
Please note we are currently unable to deliver to PO Boxes. Some items cannot be cancelled or returned, click here for more details.
Delivery options
Click Here to view our UK delivery options. We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.
Delivery of pre-order Items
If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.
Split delivery
We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".
Cancellation period for online purchases
In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)
If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms.
For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at: Customer Returns Unit B Brook Park East Shirebrook UNITED KINGDOM NG20 8RY
Please give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.
You can also use the Returns Form, but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to us or post it to the address above.
Returning items
You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).
Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.
The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.
You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.
Refunds
We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.
If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.
You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.
Returning items that have been sent out incorrectly
Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.
Defective items
In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:
Tier 1: within 30 days of receiving the defective item, you can choose to receive either:
a repair; or
a replacement; or
a full refund.
The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.
Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).
If you think you have received a defective item, please return the items back to us including details where possible of:
Your Order Number
Product Code/Product Name
Details of the fault
Whether you would prefer a refund or a repair or replacement
We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.
We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.
If you have a query about returning goods, please contact Customer Services.
Returns and exchanges for in-store purchases
For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.
If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.
The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.
The Seller shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of the Seller 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
The Seller will not be liable for the following types of loss:
loss of income or revenue; or
waste of management or office time.
Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
death or personal injury caused by the Seller's negligence;
fraud or fraudulent misrepresentation;
any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
defective products under the Consumer Protection Act 1987; or
any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.
Events outside our control
The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
Strikes, lock-outs or other industrial action;
Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
Impossibility of the use of public or private telecommunications networks; or
The acts, decrees, legislation, regulations or restrictions of any government.
In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.
Written communications Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing.
Intellectual property rights Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.
Safety warning Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.
WEEE Regulations
The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
For example, if a customer bought a new stopwatch/pedometer from us we would accept their stopwatch/pedometer and prevent it going into landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from the normal household waste so that they can be recycled.
Our right to vary these terms and conditions
The Seller reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from the Seller unless:
any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.
Governing law and jurisdiction
These terms and conditions are subject to English law.
The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
Nothing in these terms and conditions is intended to affect your statutory rights.
We take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.
To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.
Gift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.
If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.
Gift Cards cannot be used to buy further Gift Cards.
To help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.
The following documentation may be required to complete our due diligence checks –
Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)
Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)
Failure to comply with the verification checks will result in the order being cancelled
We reserve the right to cancel any order we do not believe to be genuine
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:
Deposits;
Magazines;
Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
Any computer games where the seal on the wrapping has been broken; and
Any items that have been inseparably mixed after delivery.
Refunds will only be offered in accordance with your statutory rights (which remain unaffected).
We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.
Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.
Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.
When you select a product on the Website that will be delivered to you directly by a Partner Brand (as shown in the table below), you will be notified of this ahead of your purchase.
BRAND PARTNER
PARTNER PROGRAM PRODUCT RETURNS ADDRESS
The Ace Supply Co.
Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 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
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 Ltd
Please return items to the following address: Alan Symonds & Company Ltd, Westminster House, Bakewell Road, Orton Southgate, Peterborough, PE2 6WA
Arora Design Limited
Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0
Please return items to the following address: Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool, L3 6ER
Dreams 'n' Drapes
Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Site, Ravenscraig Road, Little Hulton, Manchester, M38 9PU
Extra UK
Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
Firelog Limited
Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations
Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
Please 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 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
Kipfold Limited
Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Please return items to the following address: Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN
Pet Brands Limited
Please return items to the following address: Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QD
Phoenox Tex
Please return items to the following address: Phoenox Textile Ltd, Spring Grove Mills, Clayton West, Huddersfield, HD8 9HH
Premier Decorations
Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
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.
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
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
Rock Luggage
Please return items to the following address: 24 Wadsworth Road, Greenford, Middlesex, UB6 7JD
Rockport
Please return items to the following address: Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG, United Kingdom
Please return items to the following address: 20 Commercial Rd, London, N18 1TP
Shankar UK Ltd
Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Snowtime
Please return items to the following address: Trans-Continental Group Ltd (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE
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
Please contact our Customer Services team to regarding faulty returns. Otherwise, please return items to the following address: Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ
Please return items to the following address: ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR
When you purchase a Partner Program Product, the contract of sale is still between you and the Seller, and the Seller’s terms and conditions of sale will apply to this purchase, with the following differences:
The Partner Brand will deliver Partner Program Product(s) direct to you from their warehouse.
Partner Program Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available.
Partner Program Product(s) will be sent separately from other items in your order.
If you need to return a Partner Program Product, you must send this to the relevant returns address set out in the table above. Partner Program Products cannot be returned to stores.
Returns for Partner Program Products are eligible for refund only, no exchanges are available.
Gift cards cannot be used as a method of payment for Partner Program Products.
Promotions and discount codes do not apply to Partner Program Products.
In accordance with the Seller’s Privacy Policy, we will share details of your order with the Partner Brand to fulfil your order.
Please also note the following additional terms, which are specific to GAME Partner Program Products only:
You must be 12 or older.
Certain GAME products are age restricted. Any product with a PEGI (Pan-European Games Information) rating will be clearly described as such on the product page for that item. For further information on age ratings, see the Video Standards Council Website, the PEGI website, or the Ask About Games Website. By placing order an order for the purchase of an age restricted products on this website, you confirm you are of the appropriate age to receive and view the specified certification of the title(s) so ordered. Any person ordering a product for a third party hereby certifies the intended recipient of the order is of the appropriate age to receive and view the specified certification of the title(s) so ordered. The Seller reserves the right not to supply any age-restricted product where it reasonably believed that you are below the relevant minimum age.
We reserve the right in our absolute discretion to limit a specific product or products to one product per customer (which includes, but is not limited to, per postcode, per email and/or per payment method). Customers will be notified via the product display page or during check out, which product(s) these terms apply to. If we detect a breach or attempted breach of these terms, we may cancel the relevant order or orders for the limited item(s).
You cannot redeem or earn GAME Reward or GAME Elite Reward points on Partner Program Products, and purchases of Partner Program Products will not appear in your GAME Reward account or your GAME Elite membership purchase history.
As of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.
The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.
Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.
The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.
So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.
Suitable for children aged 3 and over
Suitable for children aged 7 and over
Suitable for children and teens aged 12 and over
Suitable for teens aged 16 and over
Suitable for adults aged 18 and over
Content Descriptors
PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.
Violence - Game contains depictions of violence, including fantasy violence
Bad Language - Game contains language that some may find offensive
Fear - Game may be frightening or scary, particularly for younger children
Sex/Nudity - Game contains nudity and/or sexual references or behaviour
Drugs - Game refers to or depicts the use of drugs
Gambling - Games that encourage or teach gambling
Discrimination - Game contains depictions of, or material which may encourage, discrimination
Online gaming
These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity.
To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.videostandards.org.uk.
Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.
What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.
How do I contact Complete Savings or get more information about my membership?
We view the security of our customer's data as paramount. Any personal data you provide to us and from which you can be identified is stored securely and confidentially and is processed in accordance with applicable legislation and this privacy policy, which sets out what personal data we collect about you when you interact with us and how we use your data.
We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal data, including encrypting your information to applicable industry standards. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
So, you only need to look in one place to find out all you need to know about how the Group collects and processes your personal information, this policy covers our Website (being any website operated by The Flannels Group Limited), our App (being any app operated by The Flannels Group Limited. or a Group company), our stores and any correspondence you have with the Group in relation to our retail offering.
Any changes we make to this policy will be reflected on this page and notified to you by email, where appropriate.
Who we are?
As set out in our terms and conditions, this Website and the App are operated by The Flannels Group Limited, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY
The Flannels Group Limited is the data controller in respect of information collected when you browse this Website and the App and purchase our products. If you have any queries regarding our use of personal information or this privacy policy, you can write to Data Protection: Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email to data.protection@frasers.group.
Information we may hold about you
When you register to use our Website or App, purchase a product, register to receive our emails, apply for a job, enter a competition or promotion run by the Group or contact us, personal data you provide, such as your name, date of birth, contact details (including social media accounts), telephone number, transaction history, log in and payment information, will be collected.
When you browse our Website or App, whether or not you are registered, purchase a product, register to receive our emails, receive and open or click our emails, or make a job application, we and our partner advertising networks, advertisers and advertising affiliates (Third Party Advertisers), will collect user information such as your location, language, assumed gender, IP address, when you visited our Website or App, how you arrived on our Website or App, where you visit after our Website or App, the pages you visited, how long you spend browsing individual pages on our Website or App, any products you have viewed, purchased, or put in your basket, and the browser (where applicable) and device you used to access our Website or App.
In our premises, including our stores, we use CCTV and Facial Recognition Technology to monitor and record images for the purposes of security and health and safety, and store the images centrally. You can find further information on the Facial Recognition Technology we use and how your data is handled on www.facewatch.co.uk/privacy
In circumstances where you contact us by telephone, calls may be recorded for quality, training and security purposes. Calls may also be monitored without your consent in the following circumstances: to provide evidence of a business transaction; to prevent or detect a crime; to ensure that the Group complies with regulatory procedures; to see that quality standards or targets are being met; and to secure the effective operation of the telecom system.
How we may use your personal data
We may use your personal data in the following ways:
to fulfil your order - we require your identification, contact and payment information to enable the relevant Group company to enter into a contract with you and are unable to do so without this information (please note that your details may need to be passed to another company within the Group and/or a third party, such as one of our couriers or one of their customs clearance agents, in order for them to supply or deliver the product that you ordered and certain products will be processed and delivered direct from some of our supplier partners either as part of our drop ship model or market place offering ("Direct Supply"). We may retain your details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds, guarantees etc and to meet any legal obligations for the retention of transactional data).
to tell you about similar products and services, or products and services that you ask us to send you information about, by email, post, mobile, telephone and/or through other digital means (depending on your stated preferences) including social media platforms;
to provide you with services you request from us including, the sale and/or distribution of products made available to you through Direct Supply;
to register you on the Website or App (where this involves setting you up with an account, we will use your personal information to maintain and update your account (e.g. such as a change of address or change in your marketing preferences);
to administer our Website and App;
to analyse, and improve, the use of our Website, App and retail offering, including how you move around our Website, App or retail stores;
to administer any competition run by the Group. Please refer to the specific terms and conditions for each competition;
to measure and analyse our advertising;
to make suggestions and recommendations to you, other users of our Website and App, and users of the services of our Third Party Advertisers about products or services that may interest you or them;
to keep in touch with you regarding your marketing preferences;
to keep our Website, App and network safe and secure;
to process payments, and detect and prevent fraudulent transactions and/or any other criminal activity (we may pass your details to a third party to carry out these functions); and
to assess and process your job application.
We process this data where you have given us consent to use it, where it is necessary to perform our contract, to take steps at your request prior to entering into a contract, where required by law or in pursuit of our legitimate interests where these are not overridden by your rights and interests, such as to provide appropriate marketing and to maintain our services.
How long we keep your information
We will not keep your personal information for any purpose(s) for longer than is necessary and we will only retain the relevant personal information that is necessary in relation to the purpose.
We will retain the personal information you provided on registering an account on our Website or App so long as that account remains in existence.
In the case of any contact you may have with our customer services department, we will retain those details for as long as is necessary to resolve your query and for a short period after the query is closed.
On making a purchase through our Website or App, we will retain certain limited personal information such as your name, email address and postal address until you ask us to update or delete those details for the purpose of reporting new and existing users to our affiliate advertisers. We retain transaction information for the longer of as long as you hold a Recognition Loyalty Programme Account or required by law. We will retain information regarding your website browsing history for a similar period.
If we are legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also retain some of your personal information for a limited period of time, even after you have closed your account.
We retain CCTV recordings centrally for up to 30 days, and for a longer period if they are relevant to an incident, complaint, investigation or legal proceedings. You can find information on the retention of any data collected via the Facial Recognition Technology we use on www.facewatch.co.uk/privacy
We will retain information relating to any job application for as long as it takes to process your application and, if it is unsuccessful, for an additional period of around 6 months. If your application is successful, your information will be retained in accordance with our staff privacy policy.
We will retain your information for a short time beyond the specified retention period, to allow for information to be reviewed and any deletion to take place.
How we might share your personal data
We may share your personal data with other companies in the Group which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.
We may also share your personal data with carefully selected third parties who assist us in providing you with products, advertisements and services. This will include the following types of third party:
Our professional advisers, including, without limitation, our insurers;
Our suppliers, business partners and sub-contractors;
Our Third Party Advertisers;
Our Direct Supply partners, who will provide certain products/services directly to you and will require your personal data to process and deliver your order (including warehousing, order packing, delivery, returns and general administration);
Our Direct Supply middleware providers, who operate the platform through which the order you place on this Website is shared with the relevant Direct Supply partner; and,
Search engine and web analytics providers.
We will only share your personal data with third parties where it is necessary for them to provide us with the services we need.
In the event that we were to sell our business or assets, we may disclose your personal data to any prospective/actual purchaser and/or their advisers. We may also disclose your personal data where we are subject to a legal obligation to do so, in connection with the prevention or detection of crime, for the purpose of establishing, exercising or defending our legal rights, or where we consider that we receive a valid request for disclosure. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information or any other information we obtain about you, we are entitled do so.
Our Website and App may, from time to time, contain links to and from the websites of third parties or utilise a piece of software or a service which requires your personal information be shared with a third party. Please note that these third-party websites/providers have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any information to these websites.
Where we store your personal data
The information that we collect from you may be transferred to, and stored outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers, third party providers, including, Direct Supply partners and middleware providers. Where we do so, the third country's data protection laws will have been approved as adequate by the European Commission, or other applicable safeguards are in place
Your rights
You have the right to ask us not to process your personal data for marketing purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data, clicking the unsubscribe button on any communication we have sent to you, by accessing the customer preference centre or by contacting us.
Where you have consented to us using your personal data, you can withdraw that consent at any time.
If the information we hold about you is inaccurate or incomplete, you can notify us and ask us to correct or supplement it.
You also have the right, with some exceptions, to ask us to provide a copy of any personal data we hold about you. If you chose to exercise this right, then in certain circumstances any access request may be subject to a fee to meet our costs in providing you with details of the information we hold about you.
If you have a complaint about how we have handled your personal data, you may be able to ask us to restrict how we use your personal data while your complaint is resolved. In some circumstances you can ask us to erase your personal data if you withdraw your consent, it is no longer necessary for us to use your personal data, you object to the use of your personal data and we don't have a good reason to continue to use it, or we haven't handled your personal data in accordance with our obligations.
To exercise these rights, we need to be suitably satisfied of your identity and so may request you provide identification documents or confirm other details we may hold about your (such as a recent delivery reference or address).
If you have any queries or concerns regarding how we use your personal data, please write to Data Protection, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email to data.protection@frasers.group. If you are not happy with our response, you can contact the Information Commissioner's Office: https://ico.org.uk
Cookie Policy
This policy explains what cookies are, how we use them and how you can switch them off.
What are Cookies and other tracking technologies?
Cookies are small files which are stored on your internet browsing device (e.g computer, tablet or phone) when you visit one of our websites, use our app, receive and open or click into our emails or see one of our adverts elsewhere on the internet. Cookies don't store personal details such as your credit card details, your name or your date of birth. They play an important role in helping us to enhance the usability and performance of our websites and your experience using them. Some cookies are also essential to enable you to move around our website and use its features. Other tracking technologies, like web beacons, clear GIFs, page tags and web bugs, are used to understand how people are using our services and to target advertising.
As well as the cookies we use on our website, we use cookies and similar technologies in our emails. These help us to understand whether you’ve opened an email and how you’ve interacted with it. If you don't want to accept cookies in emails, you can set your browser to restrict or reject cookies, or you can close the email before downloading any images or clicking on any links.
When you first use our Website, we will ask you to consent to our use of cookies and give you information about them. If you continue to browse our website and don't take steps to change your preferences, you are consenting to our use of cookies.
What types of Cookies do we use?
Our Website uses session cookies and persistent cookies. Session cookies operate from the moment you enter the website until the moment you leave. Once you log off, session cookies are deleted. Persistent cookies will not be deleted after each session.
Strictly necessary cookies are essential to our website. If these are disabled, your experience on our website may be interrupted and you may not be able to use a shopping basket or make payment. Performance cookies collect anonymous data about visitors. We use the data to improve your future experience and identify issues that our users may be experiencing.
Functionality cookies customise the look and appearance of our Website. For example, a functionality cookie will remember your username and language preferences next time you visit.
Targeting or advertising cookies deliver advertisements which are tailored to your web activity. A targeting cookie tracks what you click on whilst on our website and may share details of what you click on with other organisations (such as advertisers). These cookies can also help us to measure the effectiveness of an advertising campaign.
Third party cookies may be used on our website by approved organisations to provide services on our website.
A list of all the cookies that we, our advertising network and technology partners use can be found in our cookie list details below.
How we use Cookies and other tracking technologies
We use a combination of our own cookies, third party cookies and other tracking technologies to enhance your browsing experience and to enable our website and app to function efficiently. We use cookies to:
enable you to set up an account, place orders and make payments
remember items you place into your shopping basket
remember items you have been looking at so that you can quickly and easily go back to an item you looked at previously
enhance and personalise your shopping experience
The default setting on your web browser is to prohibit cookies, but you may have changed this during the installation process. You can also choose which cookies the Group places on your computer when you access our website and can manage this in our preference centre. Further information on cookies, including instructions on how to amend your browser settings to turn off cookies, is available widely online. However, if you disable or delete certain cookies you may not be able to shop or access important parts of our website.
Cookie List:
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:
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.
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.
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 - 21 Days, Public and Bank Holidays are excluded.
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 yourparcel. 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.
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.
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.
If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.
Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.
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.
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.
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.
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.
Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.
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.
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.
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.
If you've changed your mind and no longer need the item, please arrange for the item to be returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.
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.
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 Flannelsstore to check their stock.
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.
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.
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
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.
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.
We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.
At certain times of the year, such as Christmas and public holidays, the processing time may be longer.
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
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
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 Ltd
Please return items to the following address: Alan Symonds & Company Ltd, Westminster House, Bakewell Road, Orton Southgate, Peterborough, PE2 6WA
Arora Design Limited
Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0
Please return items to the following address: Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool, L3 6ER
Dreams 'n' Drapes
Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Site, Ravenscraig Road, Little Hulton, Manchester, M38 9PU
Extra UK
Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
Firelog Limited
Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA
Fizz Creations
Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA
Please 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 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
Kipfold Limited
Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ
Please return items to the following address: Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN
Pet Brands Limited
Please 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
Premier Decorations
Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ
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.
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
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
Rock Luggage
Please return items to the following address: 24 Wadsworth Road, Greenford, Middlesex, UB6 7JD
Rockport
Please return items to the following address: Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG, United Kingdom
Please return items to the following address: 20 Commercial Rd, London, N18 1TP
Shankar UK Ltd
Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL
Snowtime
Please return items to the following address: Trans-Continental Group Ltd (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE
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.
Please 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
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.
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.
Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop-down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts list
Yahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.
AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts list
Google Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.
If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. 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.
We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
Clear your cache and cookies
Deactivate any plugins
Check your HTTPS settings
Clear your temporary files
Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
We'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.
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.
We act as a credit broker and not a lender, and are an appointed representative of House of Fraser Limited who are authorised and regulated by the FCA (firm reference number: 947961).
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 services 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.
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.
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
We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.
Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.
Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.