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Delivery Options

You can choose between these delivery options:

Delivery OptionsOrder BeforeDelivery TimesCost
Standard Delivery23:593 to 7 days£4.99
Express Delivery
21:0048 hours£7.99
Next Day Delivery21:00Next day£9.99
Next Day Delivery by DPD21:00Next day£11.99
Click & Collect
Spend £100 and receive a £5 voucher to spend in-store. 
*Terms Apply		23:59
3 to 7 days£4.99
Oversized Delivery (Light & Large by EVRI)23:593 to 7 days£9.99
Oversized Delivery23:593 to 14 working days£19.99
2 Man Delivery23:593 to 14 working days£39.99
Bank / Public holidays are not included.
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Where is my order?

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

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

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

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

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


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Tracking Delivery

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

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

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

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

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

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Can I track my delivery overseas?

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

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

Our international couriers deliver Monday to Friday.

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Why is my order late?

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

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

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

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

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

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Customs charges and import duties

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

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

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Why has my order/item returned to sender?

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

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

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

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

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

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

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

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

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

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

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

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

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Wrong/Faulty item received

We’re sorry to hear there are issues with your order.

Please contact our Customer Services team within 28 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code to show our Customer Services team the wrong item so we can better help you.

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I'm missing items(s) from my order

We’re sorry there’s items missing in your order.

Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing. 

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

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Why has my order/item(s) been cancelled?

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.


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My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. 

The time might depend on your banks processes. 

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I haven't received my gift card

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

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My item is incomplete (Missing parts)

We're sorry to hear there is a problem with your item.

Please contact our Customer Services team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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My item is damaged

We are sorry to hear your item is damaged.

If your item has been delivered damaged, please get in touch with our Customer Services team within 28 days from the delivery date so we can help you.

Please  include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further. 

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What is payment authentication?

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

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Payment issues

If you are getting error messages when making a payment, please make sure you have entered all the details 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.

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Why is my bank showing two charges for my order?

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

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Can I cancel or make changes to my order?

No, you can't cancel your order or make changes to your order. This includes adding or removing items, changing colours or sizes, changing delivery addresses, delivery options or the email address on the order.

Once you’ve placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.

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.

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Apply Gift Card, eVoucher or Credit Note

Select the items you wish to purchase and proceed to the checkout as normal.  

When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions. 


If you wish to apply another voucher to the same order please follow the above steps again.

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How do I apply a discount code?

Here are the steps to apply your promotional code or discount code to your order.

1. Add your item(s) for the discount to your bag.

2. Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.

3. Continue through the checkout process until you reach the payment page.

4. Under the list of payment options you will see an option to "Apply Promotional/Discount Code":

Select this option, input your code and then select "Apply.”

If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”

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


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How do I find my size?

Sizes vary with different brands and styles.

We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.

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Item out of stock?

Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.

Our Customer Service team will not know if an item is coming back in stock.

Many of our online products are also available in some of our stores, but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.

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Size Guide
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Product Information

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Services team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

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Return Online

You can now return your online Sports Direct order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.

If you’ve had items delivered to you from one of our brand partners, please see additional information for returning those items on our brand partner returns page.

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

START A RETURN

  • Securely repack your items.

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

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

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

Good to know...

  • By choosing a paid service through our returns portal you will be provided with a fully 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.

RETURNS POLICY OVERVIEW

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

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

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase, such as a till receipt or bank statement.

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

Please note: Items bought in store can only be returned to stores. You will not be able to return store products via post.


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

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

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Can I return an online order to a store?

No.

Stores are only able to accept and process returns for items that were bought from stores.

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How will I receive a refund?

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

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

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

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When will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund, 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, the process time will be longer, like around Christmas and public holidays.

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I can't see a refund on my bank statement

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

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Returns - Bought from a Brand Partner

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

Returns policy overview

  • Returns will be eligible for refund only, no exchanges are available for these items
  • Items must not be used, worn or washed
  • Items must be in original packaging and all tags attached
  • Personalised items will not be accepted unless text is incorrect, or the item is faulty
  • Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  • Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
BRAND PARTNERRETURNS INSTRUCTION
The Ace Supply Co.Please return items to the following address:
Warehouse,
Unit A3/4 Southmoor Industrial Estate,
Southmoor Road,
Wythenshawe,
Manchester,
M23 9XD
Activity SuperstoreTo make a return, please reach out to our Customer Services team.
Alan Symonds and Company LtdPlease return items to the following address:
Alan Symonds & Company Ltd
Westminster House,
Bakewell Road,
Orton Southgate,
Peterborough,
PE2 6WA
Arora Design LimitedPlease return items to the following address:
Arora Design Ltd,
Buccleuch Mills,
Langholm
Dumfriesshire
DG13 0EB
Aye Do LtdPlease return items to the following address:
13 Murieston Green,
Murieston,
Livingston,
EH54 9EQ
BabymoreTo make a return, please reach out to our Customer Services team.
Baltic Pine / Comfy LivingTo make a return, please reach out to our Customer Services team.
Birlea Furniture LimitedTo make a return, please reach out to our Customer Services team.
BoxerPlease make returns to the following address:
Boxer Gifts,
Swinnow Lane,
Leeds,
LS13 4BS
Bunty Pet Products LtdPlease return items to the following address:
Unit 1,
St Mary's Industrial Park,
Talbot Road,
Newton,
Hyde,
SK14 4HN
CannondalePlease return items to the following address:
Cannondale UK - Returns
Vantage Way
Poole
Dorset
UNITED KINGDOM
BH12 4NU
Corporate Trade Solutions

Return using our portal HERE

CraghoppersReturn using our portal HERE
Crafters Companion LtdPlease return items to the following address:
Crafters Companion,
St Cuthbert's Way,
Aycliffe Business Park,
Newton Aycliffe,
DL5 6XW
Create Your World LtdPlease return items to the following address:
Create Your World Ltd,
Units 4-6 Deneside Business Park,
Wolsingham,
Bishop Auckland,
Co Durham,
DL13 3BF
Dare 2bReturn using our portal HERE
Designer Travel Goods

Return using our portal HERE

Dezac LtdTo make a return, please reach out to our Customer Services team.
Digitek Trading LtdTo make a return, please reach out to our Customer Services team.
Downland Bedding Co LtdPlease return items to the following address:
Downland Bedding Co. Ltd,
23 Blackstock Street,
Liverpool,
L3 6ER
Dreams 'n' DrapesPlease return items to the following address:
JRS Online Returns,
Unit 1-2 Cleggs lane Industrial Estate,
Ravenscraig Road,
LIttle Hulton,
Manchester,
M38 9PU
Extra UKPlease return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XF
Firelog LimitedPlease return items to the following address:
Returns Dept at House of Fraser,
Willowtree Marina,
West Quay Drive,
Hayes,
Middlesex,
UB4 9TA,
Fizz CreationsPlease return items to the following address:
Fizz Creations,
6 Commerce Way,
Lancing,
BN15 8TA
Gablemere LtdTo make a return, please reach out to our Customer Services team.
GAMEPlease return items to the following address:
Returns Department - Game Retail Limited
Unity House, Telford Road,
Basingstoke,
Hampshire,
RG21 6YJ
Gardeco LtdPlease return items to the following address:
Gardeco Warehouse,
Units 7 & 8,
Gemini Business Park,
Stourport Road,
Kidderminster,
DY11 7QL
Gem Order LimitedPlease return items to the following address:
Gem Order Limited,
5B The Courtyard,
Reddicap Trading Estate,
Sutton Coldfield,
Birmingham,
B75 7BU
Get The LabelPlease return items to the following address:
Returns department,
GET THE LABEL,
22 Leacroft Road,
Birchwood,
Warrington,
WA3 6PJ
Greenside PackagingTo make a return, please reach out to our Customer Services team.
GulPlease return items to the following address:

Gul Watersports Ltd.,
Stadium House,
Aspen Way,
Yalberton Industrial Estate,
Paignton,
Devon,
TQ4 7QR

High Street TVPlease return items to the following address:
High Street TV Corby,
PO Box 7903,
CORBY,
NN17 9HY
Home Curtains UK LtdPlease ensure that items are returned exactly as they are received.
Please return items to the following address:
Home Curtains,
Stoney street,
Sutton in Ashfield,
Nottingham,
NG17 4GH
I-RidePlease return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4EL
IGSM LtdPlease return items to the following address:
1 Dewar Court,
Astmoor,
Runcorn,
WA71PT
International Bullion and Metal BrokersReturns will be eligible for refund only, no exchanges are available for this product.
Unless faulty or damaged, pierced jewelry cannot be returned for hygiene reasons.
Please return items to the following address:
PO BOX 64378,
LONDON,
EC1NP 1NE
J and R Sports
Please return items to the following address:
SDMP Customer Service,
C/O J & R Sports Limited,
Unit 4 Vesty Business Park,
Vesty Road,
Aintree,
Merseyside,
L30 1NY
JS International LtdPlease return items to the following address:
JS International Ltd,
Unit B 3 Regal Way,
Watford,
WD24 4YJ
Kipfold LimitedPlease return items to the following address:
Kipfold Ltd,
Cheetwood House,
Cheetwood Road,
Manchester,
M8 8AQ
Lassic LtdTo make a return, please reach out to our Customer Services team.
Lloyd Pascal and Company LimitedPlease return items to the following address:
Lloyd Pascal,
Elan House,
Park Lane,
Castle Vale,
Birmingham,
B35 6LJ
LonsdalePlease return items to the following address:
Sports Directory,
Unit 5 Butterly Avenue,
Questor,
Dartford,
Kent,
DA1 1JG
Lucky Dip LtdPlease return items to the following address:
Lucky Dip,
Unit 1B Brunt Street,
Mansfield,
Nottinghamshire,
NG18 1AX
Mashco LtdTo make a return, please reach out to our Customer Services team.
Meroncourt EuropePlease return items to the following address:
Meroncourt Europe Limited,
Unit 2A,
Portland Industrial Estate,
Arlesey,
Bedfordshire,
SG15 6SG
Momentum HyperPlease return items to the following address:
RideMinded UK,
Alexandra House,
36a Church Street,
Chelmsford,
Essex,
CM2 7HY
MV SportsTo make a return, please reach out to our Customer Services team.
Pacific CyclePlease return items to the following address:
Pacific Cycle UK – Returns
Vantage Way
Poole Dorset
UNITED KINGDOM
BH12 4NU
Peers HardyPlease return items to the following address:
Peers Hardy UK Ltd,
Customer Services Dept,
Unit 4, Precision House,
Starley,
Solihull,
B37 7GN
Phoenox Textile LtdPlease return items to the following address:
Phoenox Textile Ltd,
Spring Grove Mills,
Clayton West,
Huddersfield,
HD8 
Premier DecorationsPlease return items to the following address:
Premier Decorations Ltd,
Premier House,
Braintree Road,
Ruislip,
Middlesex,
HA4 0EJ
Prestige Touch

Please return items to the following address:

Linmar House,
East Portway Business Park,
Andover,
SP10 3LU
Pure ElectricA Pure Electric pre-paid collection must be arranged in order to return any purchase to the Partner Brand.

Please reach out the our Customer Services team stating your reason for return and a date you are available for the collection to be made.

Please note items are to be returned in their original packaging, in a resalable condition, and securely packaged.

RaleighA Raleigh Return Number must be obtained before any return is sent back to the Partner Brand.

To obtain your Raleigh Return Number please reach out to our Customer Services team.

Rashmian LtdPlease return items to the following address:
Rashmian Ltd,
Unit J Braintree Industrial Estate,
Braintree Road,
Ruislip,
HA4 0EJ
Regatta

Return using our portal HERE

Rewards and Gifts LtdTechnology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR )
Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product.
Please return items to the following address:
P1 4&5,
Heywood Distribution Park,
Heywood,
Lancashire,
OL10 2TT
Robbie ToysReturns must be made unused and still boxed.
Please return items to the following address:
Robbie Toys Ltd,
Unit 1 The Lane,
Manston Business Park,
CT12 5EZ
Rock LuggagePlease return items to the following address:
24 Wadsworth Road,
Greenford,
Middlesex,
UB6 7JD
RockportPlease return items to the following address:
Sports Directory,
Unit 5 Butterly Avenue,
Questor,
Dartford,
Kent,
DA1 1JG
Sabichi Homewares LimitedPlease reach out to our Customer Services team.
S Green & SonsPlease return items to the following address:
20 Commercial Rd,
London,
N18 1TP
Shankar (UK) LtdPlease return items to the following address:
Shankar UK,
63 Major Street,
Wolverhampton,
WV2 2BL
SnowtimePlease return items to the following address:
Trans-Continental Group Ltd, (behind Nutrition Group),
Olympic Way,
Off Clifton Road,
Blackpool,
Lancashire
FY4 4QE
Spencer GraceFor Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products.
0800 731 0006
[email protected]
Please return items to the following address:
Spencer Grace,
C/O AM Fright,
Unit 5 MIFT,
Westinghouse Rd,
Trafford Park,
Manchester,
M17 1DY
Sports Directory
Please return items to the following address:
Sports Directory,
Unit 5 Butterly Avenue,
Questor,
Dartford,
Kent,
DA1 1JG
Tyrone TextilesCurtains must be new, unused and not altered and returned with original packaging. Any curtains with pencil pleat heading the tape must not be pulled otherwise they cannot be accepted for a refund.
Please return items to the following address:
30-31 Riverwalk Business Park,
Riverwalk Road,
Enfield,
EN3 7QN
Upgrade BikesPlease use the provided returns label to make any returns, and ensure that the goods are returned in a re-saleable condition.
Please return items to the following address:
Upgrade Bikes, AB Star Road,
Partridge Green,
West Sussex,
RH13 8RA
Valbonne LingerieReturns are only accepted if unworn and in original packaging.
Please return items to the following address:
54/56 Stocks Street,
Cheetham Hill,
Manchester,
M8 8QJ
VeloBrands
Please return items to the following address:
VeloBrands Ltd,
Copplestone Mills,
Copplestone,
Devon,
EX17 5NF
Welcome FurnitureTo make a return, please reach out to our Customer Services team.
Weybury Hidreth LimitedPlease reach out to our Customer Services team regarding faulty returns. Other wise please return items to the following address:
Weybury Hildreth,
Bay 1,
Building 47,
Second Avenue,
The Pensnett Estate,
Kingswinford,
West Midlands,
DY6 7UZ
ZyroFisherPlease return items to the following address:
ZyroFisher,
Roundhouse Road,
Faverdale Industrial Estate,
Darlington,
DL3 0UR
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What is Frasers Plus?

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

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

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

Complaints about your Frasers Plus account

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

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.

 

Frasers Group Financial Services – via:

What happens after I make a complaint?

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

What if I am unhappy with your final response?

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

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What is Studio Pay?

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

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

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

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My item has the wrong personalisation

We're sorry to hear there is a problem with your item.

In most cases, we will personalise the product to the specification you asked for when you placed the order. For orders placed online, we also send an order receipt email, which confirms the items ordered, alongside which personalisation details you provided. We would recommend you check this first during cases where the personalisation is not accurate on your product.

Due to the nature of personalisation, it is possible that mistakes could be made on rare occasions during the production process. If this is what has happened with your order, please contact our Customer Services team within 30 days of the parcel being delivered. We would also recommend you send a photo of the mistake to help us better understand the problem.

Please note: Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.

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Store Finder

View our Store Finder to find all our stores in your area.

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I'd like to leave feedback about one of your stores

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.

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How can I change details and marketing preferences?

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

Just head over to My Account to manage your account and password, 

Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.

The Manage Cards section allows you to update payment details.

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How do I register for an account?

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

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

To register with your active, valid email address, please click here.

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

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How do I create or change my password

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

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

To register with your active, valid email address, please click here. You will be asked to create a password for your account.

If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.

You can manage your account and your password in the My Account section.

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How do I create or change my email address?

For our customers’ security we don’t allow change of email address.
If you need to use an alternative email address, we’d ask you to create a new account.

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Unsubscribe/Delete Account

Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.

If you want to deactivate your account, please contact us confirming your registered email address and name on the account. 

Once we have cancelled your account you will receive an email confirmation.

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E-mail

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Add to safe sender list

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop-down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

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I’m having problems signing in. What can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up. 

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.

If you don't have an account you can set one up here. This means you have all your order history and details in one place. 

If you're still having problems signing in to your account, please contact us and we'll be happy to help.

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I'm experiencing issues using the website

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

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

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.

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I'm experiencing issues with the App

We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.

If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.

If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

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