- Stores Information
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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.Yes, Customer Service team can check availability of store stock for you. However, they will not be able to reserve stock. You may prefer to use our store locator and call in or contact the store directly, they will be able to advise you if the item is available and reserve the item for you.
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- Completed Orders
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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article. Placing Orders We accept most well known payment methods:- Alipay
- American Express (AMEX)
- Apple Pay
- Bancontact
- Gift Cards
- Giropay
- iDEAL
- Maestro
- Mastercard
- P24
- PayPal
- SOFORT
- VISA
- VISA Debit
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.
You can't buy gift cards using gift cards as a payment option.
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Thanks for the feedback. We will improve this article.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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Thanks for the feedback. We will improve this article.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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Thanks for the feedback. We will improve this article.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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Thanks for the feedback. We will improve this article.Yes, Gift cards can be used in UK branches of our Flannels stores as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards cannot be used to buy further gift cards.
- Gift cards cannot be used by customers outside of the United Kingdom.
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Thanks for the feedback. We will improve this article.Yes, credit notes can be used in UK branches of our Flannels stores as well as online.
You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
Here are some further terms and conditions around our credit notes;
- Credit notes may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Credit notes should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Credit notes are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Credit notes cannot be used to buy further gift cards.
- Credit notes cannot be used to buy further gift cards.
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Thanks for the feedback. We will improve this article.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.
Unfortunately we are unable to add or remove items, change colours or sizes, change delivery address, delivery options or the email address on the order.
If you've changed your mind and no longer need the item, please arrange the for the item to returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.
If you wish to notify us of your cancellation request, please complete a cancellation form and submit this by using the Contact Us button and submit a ticket to our Customer Services team.
If your order already has been processed following your form being submitted, our customer services team will advise on how to return your order.
Please note: for items already delivered, these are unable to be cancelled, and you will have to follow our returns process to receive a refund.
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Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or Voucher’ and enter your voucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your voucher code and pin, please check our FAQ - Where do I find my voucher code and pin?
You can add up to 10 codes, if you wish to apply more vouchers/credit notes to the same order please follow the above steps again for each code.
Pre-Paid Mastercard/3rd Party Contactless Gift Card
If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.
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If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:
If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.Did you find it helpful? Yes No
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Thanks for the feedback. We will improve this article.If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’.
If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:
Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.
Please note: Please note that terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.
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Thanks for the feedback. We will improve this article. Product infoSizes 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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website. Our stores also sell a wide range of stock. You can use our store locator to call in or contact the store directly and they will advise you if the item is available for store purchase.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message: You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again. If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase. Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article. Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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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- Personalisation
To get started with your personalisation, select the 'Add Personalisation' option. From there, a dialogue box will open that allows you to customise your item. You will be prompted to add your text, pick colours and additional customisation options if relevant to that product. Follow our step-by-step designer to create your personalisation. In real time, our designer will show you a preview of your product with the personalisation added. Please check this carefully to ensure you have correct spellings and have added your message/customisation correctly as we cannot accept returns for personalised products unless they are found to be faulty. You can then add the item to your basket, you will also have the opportunity to review your personalisation in your basket before you check out. Please note, all personalised items are non-refundable unless faulty. Personalisation will take an additional 5-7 days processing time.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.- To add a personalised name to your boots, type the name you require into the characters text box. We accept up to a maximum of 5 characters. All text will be printed exactly as they are entered. Please ensure the spelling is correct. We are not able to edit or correct any items after your order has been placed.
- To add colour select the colour available from the drop down list. It is only possible to print one colour per pair of boots.
- To add a flag or emoji to your boots, select the option then choose from the from the drop down list. Printed flags do not qualify as a standalone item. Flags can only sit on a boot as an add-on to the personalised text option. We will print both boots with any text or flag in an appropriate position and any print work will be sure not to obstruct the performance of the boot in any way.
Please be aware that boots with such personalisation take an additional 5-7 days processing time once you have received the confirmation of your order processed email. If the option of next day delivery has been selected you will still qualify for premium delivery service, however, the personalisation process will bring a 5-7 day additional delay. Boots become non-returnable once personalised.
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Thanks for the feedback. We will improve this article.To personalise your shirt with a name and number, you have 2 options as show below:
- Select 'Pick A Player' Pick a player's name from the options available - this will add the player name and number to your shirt and show you a preview of the shirt for you to check before you purchase.
- Select 'Choose Your Own' Then type your required name into the name box, then add your required number into the number box. This will add your name and number to your shirt and show you a preview of the shirt for you to check before your purchase.
Shirts can be personalised with a maximum of 15 characters - spaces are not counted as a character.
We cannot personalise items with inappropriate words.
Please ensure all chosen letters, number(s), wording and sizing are correct and exactly as entered. Products that have been personalised can only be exchanged or refunded if they are found to be faulty.
All names will be printed in CAPITAL LETTERS on club and international football shirts. They will be displayed across the top, on the back of the shirt, in the style of the respective league.
For pre-printed shirts, there are no set squad numbers for any player, as they are subject to change at any time. Therefore, we cannot accept liability for changes to player's squad numbers on pre-printed shirts or bespoke personal shirts.
All personalised items are non-refundable. Personalisation will take an additional 5-7 days processing time, following the receipt of your 'order processed' email. If you have opted for next-day delivery, you will still receive the premium delivery but with an additional delay of 5-7 days due to the personalisation process.
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Thanks for the feedback. We will improve this article.All personalised items, including football shirts and boots, are non-refundable. They will take an additional 5-7 days processing time after you have received your order processed email confirmation.
Any of our products that have been personalised can only be refunded if they are found to be faulty.
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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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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Thanks for the feedback. We will improve this article. Getting StartedRegister 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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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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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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history. If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages. If you want to delete your online account, please contact us with your details our team will help you further.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article. Technical IssuesSometimes 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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.- 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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Thanks for the feedback. We will improve this article.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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Thanks for the feedback. We will improve this article.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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Thanks for the feedback. We will improve this article.- Site Policies
- Terms & Conditions
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:
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.Customer, you You, the customer accessing and/or using the Website. Website www.flannels.com Seller, us, we 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). Purchases paid for using a credit product provided by Frasers Group Financial Serviced Limited, such as Studio Pay and Frasers Plus, are sold to You by Wareshop3 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 12299567 Registered Location: England VAT Number: 125688644). Website Operator The Flannels Group Ltd. registered address is The Flannels Group Ltd. Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY . Company Number 03406347 , Registered location: England. Customer Services Contact Us 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 register for 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.
Did you find it helpful? Yes No Send feedback Sorry we couldn't be helpful. Help us improve this article with your feedback. Did you find it helpful? Yes No Send feedback Thanks for the feedback. We will improve this article.A description of the main characteristics and prices of goods are on the product pages of the Website. For Customers based in the UK and the EU: the price includes all applicable taxes. For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see Customs Charges and Import Duties for further details. 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.
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- 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.
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- 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.
- 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.
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.
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.
- 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.
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Thanks for the feedback. We will improve this article.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.
If you paid by credit card, you may have additional rights of redress.
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Thanks for the feedback. We will improve this article.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.
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Thanks for the feedback. We will improve this article.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.
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- 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).
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Thanks for the feedback. We will improve this article.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.
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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 9XDA Mir and Co Returns must be made in original packaging.
Please return items to the following address:
Amir, Amir house,
Taylors Lane,
Oldbury,
B69 2BNActivity Superstore Please contact our Customer Services team to arrange a return Agent Provocateur Returns can only be made for a faulty product. In order to make a return, please first reach out to the Customer Services team including any images of faults in order to obtain a Returns Number, which is to be included on the returns note.
Please return items to the following address:
Unit C2,
Zenith Industrial Estate,
Paycocke Road,
Basildon,
Essex,
SS14 3DWPlease return items to the following address:
Downland Bedding Co. Ltd,
23 Blackstock Street,
Liverpool,
L3 6ERPlease return items to the following address:
Meyer Group Limited,
Wirral International Business Park,
Riverview Road,
Bromborough,
Wirral,
CH62 3RHPlease return items to the following address:
Phoenox Textile Ltd,
Spring Grove Mills,
Clayton West,
Huddersfield,
HD8 9HHPlease return items to the following address:
Plum Products Ltd,
Middle Street,
The Cliff,
Ingham,
Lincoln,
LN1 2YQIf 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 8GRPlease 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.
Return using our portal
- 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.
- 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.
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Thanks for the feedback. We will improve this article. Other Policies- The farm from which the fur is sourced.
- A high standard of rearing conditions for the animals.
- A high standard of farm hygiene.
- Evidence of robust feed management and environmental management.
The accreditation should come from local and national authorities in the country of origin.
Tags evidencing the certification should be displayed on all garments containing fur.
Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.
If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.
No fur should ever be sourced from endangered or threatened species.
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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.
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Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pmDid you find it helpful? Yes No
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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.
Contact details for Complete Savings:
- Visit www.completesavings.co.uk
- Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email customerservice@completesavings.co.uk
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?
- You can visit www.completesavings.co.uk. Here you can find more information about your membership.
- Call Complete Savings on 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email the Customer Service team on customerservice@completesavings.co.uk
- Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.
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Privacy Policy Frasers Group consists of different brands and legal entities and the company responsible for the processing of your personal data is dependent on the purpose for which it is collected. For each processing purpose you will be informed of the responsible company
We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal data, including encrypting your data 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 data this policy covers our Website (being any website operated by The Flannels Group Limited or a Group company), 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 , or a Group company, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, United Kingdom, NG20 8RY. The Flannels Group Limited are the data controller in respect of personal data collected when you browse this Website and the App and purchase our products. If you have any queries regarding our use of your personal data 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, register for our membership or loyalty services, 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, and gender may be collected along with proof of identity (ID).- 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, including the administration of your membership or loyalty services;
- to register you on the Website or App (where this involves setting you up with an account, we will use your personal data 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 will receive your personal data from other companies/legal entities or provide it to other companies if we merge with or acquire another business to link the account you hold with us to the account you have with the other brand and to share information about your purchases.
- where necessary when merging with or acquiring another business or re-organising our business, in which case some of your information may be shared with a prospective buyer or otherwise but only so far as is strictly necessary for the purposes of such sale or administration.
- to seek your feedback or undertake customer research to improve our products and services
We can only use your personal data if we have a proper reason for doing so, e.g.:
- to comply with our legal and regulatory obligations;
- for the performance of our contract with you or to take steps at your request before entering into a contract;
- for our legitimate interests or those of a third party; or
- where you have given consent.
A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own 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 data for any purpose(s) for longer than is necessary and we will only retain the relevant personal data that is necessary in relation to the purpose.
We will retain the personal data 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 data 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 longer if you hold a Recognition Loyalty Programme Account or if required by law. We will retain data 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 data 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 share your personal data in connection with any merger, acquisition, insolvency situation or otherwise, in which case we will only disclose your information so far as is necessary.
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 only allow our service providers to handle your personal data if we are satisfied they take appropriate measures to protect your personal data. We also impose contractual obligations on service providers relating to ensure they can only use your personal data to provide services to us and to you. 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 law enforcement agencies such as the Police, or any other regulatory or government authority investigating suspected illegal activities we may disclose and exchange your personal data or any other information we obtain about you.
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 data to be shared with a third party. Please note that these third-party websites/providers have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
Where we store your personal data
The personal data 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
Under the [UK] GDPR, you have the following rights which, in most cases, you can exercise free of charge:
Right of Access
This is commonly referred to as a Subject Access request or ‘SAR’.
The right to be provided with a copy of your personal data and to certain other su pplementary information that this Privacy Policy is already designed to address.
Right to Rectification
The right to have inaccurate personal data rectified e.g., if you consider that your personal data is incorrect, out of date or incomplete.
Right to Erasure
This right is also known as ‘the Right to be Forgotten’.
The right to require us to delete your personal data.
This right is not absolute and only applies in certain circumstances.
Right to Restrict Processing
The right to restrict the processing of your personal data where you may have a particular reason for wanting the restriction.
This right is not absolute and only applies in certain circumstances.
Right to Data Portability
The right to receive personal data that you have provided to us in a structured, commonly used, and machine-readable format. It also gives you the right to request that we transmit this data directly to another data controller.
Right to Object
The right to object to the processing of your personal data at any time. This effectively allows you to stop or prevent us from processing your personal data.
The right to object only applies in certain circumstances.
You have the absolute right to object to the processing of your personal data if it is for direct marketing purposes (refer to section below).
Rights related to automated decision-making including profiling
The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.
Your right to withdraw consent
Where you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent
If you would like to exercise any of these rights, please write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email data.protection@frasers.group.
If we choose not to action your request, we will explain the reasons for our refusal.
To maintain the security of our customers' personal details, we may need to request proof of identity before we disclose personal data to you in response to any of the above requests.
How can you stop the use of your personal data for direct marketing?
There are several ways you can stop direct marketing communications from us:
- Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from us.
- If you have an account, log in into your account, visit the ‘My Account’ area and change your preferences.
- In our apps, you can manage your preferences and opt out from one or all of the different push notifications by selecting or deselecting the relevant options in the ‘Settings’ section.
- Write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email data.protection@frasers.group
Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.
How to complain
We hope that the Data Protection team can resolve any query or concern you may raise about our use of your personal data.
However, if you feel that your personal data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or any other competent supervisory authority in the country of residence.
You can contact the ICO by calling 0303 123 1113 or go online to www.ico.org.uk/concerns (opens in a new window; please note we can't be responsible for the content of external websites)
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
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
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.
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 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 SportsDirect.com Retail Ltd. 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:
Facebook, Twitter, Instagram and YouTube
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.
These cookies allow our partner CrazyEgg to collect anonymous usage data which we use to make our website easier to use.
ASPXANONYMOUS, [Website]_ AuthenticationCookie, um_IsMobile, X-SD-URep, StateKey, .DOTNETNUKE, authentication, mp__utmb, mp__utma, mp__utmc, mp__utmz, X-Origin-Cookie
These cookies are used to allow you to add to your basket and place orders and allow us to recognise registered customers
AdvertCookie, ChosenSite, CountryRedirectCheckIsDone, newsletterPoppedUp, acceptedCookies, [Website]_ AnonymousUserCurrency
These cookies are used to remember your selected preferences and what messages you have already seen so they aren’t shown again.
These cookies are used to protect our website against bots.
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