Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.

Please refer to the checkout for the most up to date information on delivery options.

Delivery option	Cut off	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 Days	4.99
Express Delivery	21:00	48 Hours	7.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD	21:00	Next Day	11.99
Special Delivery	23:59	5 to 7 Working Days	19.99

Bank and Public Holidays are not included. 

Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.

Below is a list of countries that we currently deliver to, both european and the rest of the world, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.

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

Please note: We may not be able to ship some items outside of the UK due to restrictions, please refer back to the product page and press deliveries to see what options are available. If the product lists international as an option you should be able to the below countries.

Europe

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

Rest of the World

Country	Cost from (GBP)	Country	Cost from (GBP)
Algeria	21.66	American Somoa	21.66
Antigua & Barbuda	21.66	Argentina	21.66
Armenia	21.66	Aruba	21.66
Australia	13.00	Azerbaijan	21.66
Bahrain	17.49	Bangladesh	21.66
Barbados	21.66	Benin	21.66
Bermuda	21.66	Bhutan	21.66
Bolivia	21.66	Botswana	21.66
Brazil	21.66	Brunei	17.49
Burkina Faso	21.66	Cambodia	21.66
Cameroon	21.66	Canada	14.99
Cape Verde	21.66	Cayman Islands	21.66
Chad	21.66	Chile	21.66
China	21.66	Colombia	21.66
Congo (Democratic)	21.66	Congo (Republic)	21.66
Costa Rica	21.66	Djibouti	21.66
Dominica	21.66	Dominican Republic	21.66
Ecudaor	21.66	Egypt	21.66
El Salvador	21.66	Equatorial Guinea	21.66
Ethiopia	21.66	Falkland Islands	21.99
Fiji	21.66	French Guina	21.66
Gabon	21.66	Georgia	21.66
Ghana	21.66	Greenland	11.66
Grenada	21.66	Guadaloupe	21.66
Guatemala	21.66	Guinea	21.66
Guinea-Bissau	21.66	Guyana	21.66
Haiti	21.66	Honduras	21.66
Hong Kong	15.83	Iceland	11.66
India	15.83	Indonesia	15.83
Israel	21.66	Jamaica	21.66
Japan	15.83	Jordan	17.49
Kazahkstan	21.66	Kenya	21.66
Kiribati	21.66	Korea (South)	15.83
Kuwait	17.49	Kyrgyzstan	21.66
Lebanon	21.66	Lesotho	21.66
Madagascar	21.66	Malawi	21.66
Malaysia	15.83	Maldives	21.66
Marshall Islands	21.66	Martinique	21.66
Mauritania	21.66	Maurtius	21.66
Mayotte	21.66	Mexico	14.99
Micronesia (FSO)	21.66	Mongolia	21.66
Morocco	21.66	Mozambique	21.66
Myanmar Burma	21.66	Nauru	21.66
Nepal	21.66	New Zealand	12.55
Nicaragua	21.66	Niger	21.66
Nigeria	21.66	North Macedonia	21.66
Oman	17.49	Pakistan	21.66
Palau	21.66	Panama	21.66
Papua New Guinea	21.66	Paraguay	21.66
Peru	21.66	Philippines	15.83
Puerto Rico	21.66	Qatar	17.49
Reunion	17.49	Saint Kitts & Nevis	21.66
Rwanda	21.66	Saint Vincent	21.66
Saint Lucia	21.66	Sao Tome & Principe	21.66
Samoa	21.66	Senegal	21.66
Saudi Arabia	17.49	Singapore	15.83
Solomon Islands	21.66	South Africa	17.49
Sri Lanka	21.66	Suriname	21.66
Taiwan	15.83	Tajikistan	21.66
Tanzania	21.66	Thailand	15.83
The Bahamas	21.66	The Gambia	21.66
Togo	21.66	Tonga	21.66
Trinidad & Tobago	21.66	Tunisia	21.66
Tuvalu	21.66	Uganda	21.66
United Arab Emirates	15.83	United States	8.33
Uruguay	21.66	Uzbekistan	21.66
Vanuatu	21.66	Venezuela	21.66
Vietnam	15.83	Zambia	21.66
Zimbabwe	21.66

1 - Check your estimated delivery date

You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).

Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods.

2 – My order is shipped, but I haven’t had it yet

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:

• In your emails we send to you confirming your order is shipped.
• In your order history, in My Account by clicking Track Your Order

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:

• In your emails we send to you confirming your order is shipped.
• In your order history, in My Account by clicking Track Your Order

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.

We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as:

• During busy periods - when a sudden high volume of products needs to be shipped.
• Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
• Bad weather – when it may be more difficult for products to be shipped around the country.

We will keep you informed by email on the progress of your order.

Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.

We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.

If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

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

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

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

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

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

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

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

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

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

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

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

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

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

For most deliveries the carrier will give you advanced notice by sending you email or text messages, keeping you updated as your parcel makes it's way to you. This also includes sending you an estimated delivery timeslot in many cases so you can arrange for someone to be home.

When delivering any of our standard items, if you're not in the courier will usually attempt to leave the parcel with a neighbour or in a secure location and they'll let you know (by email or leaving a card through your post box). 

If there is nowhere safe to leave your parcel, they'll let you know they've attempted delivery & will try again, usually on the next day.

If your order is for heavy or large items (think large furniture or appliances) the courier will send you a message in advance to schedule the delivery.

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. 

Some of our offer codes require you to be logged in to your account online to receive the discount. Please make sure you've logged in using the email address which you received your offer.

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:

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.

We accept most well known payment methods:

The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.

If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.

If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.

You can't buy gift cards using gift cards as a payment option.

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

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

How do I activate my card?

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

Who do I contact for further information?

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

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

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

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

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

If you are getting error messages when making a payment using a card, please check the following:

• The address registered on your card matches the billing address in My Account/on your order
• You are entering the card details correctly e.g the expiry date and security code from the back of your card
• Has your bank declined the payment, you will need to contact your card provider as they will have more information. 
• Try using a different card or payment method.

Once you've checked all of the above and you are 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

Please note: If you are experiencing problems whilst using PayPal or Frasers Plus to make a payment, you will need to contact them directly.

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days. 

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

Yes. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.

You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.

Here are some further terms and conditions around our gift cards;

• Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards cannot be used to buy further gift cards.
• Gift cards cannot be used by customers outside of the United Kingdom.

Yes, credit notes can be used 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;

• Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards and eVouchers cannot be used to buy further gift cards.
• Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.

I need to cancel my order

Once you've placed your order, it immediately begins processing through the system so that we can get it to you as fast as possible.

Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service so we can check this further for you.

If your order has already been shipped or started going through our automated fulfilment process, we will not be able to cancel it for you. Please refer to our returns policy for details on how to return your order once received.

I need to change the address

We cannot change your delivery address once your order is placed. If you're concerned about being unavailable, some delivery partners may leave your parcel with a neighbour or in a safe location. Use the ‘Click to track order’ button in your ‘Order shipped’ email to check if these options are available.

If you can no longer access the address you chose, please contact Customer Service and we will ask our delivery partner to return your order back to us for a full refund. Please note, if this is possible, it can take up to 14 days. If you still want your order, you will need to place it again as we can only ship to the address entered at checkout.

I need to change my order

Once an order has been submitted, we cannot make any changes to it, this includes:

• Adding or removing items
• Changing colours or sizes
• Changing the delivery options
• Applying promotional discounts
• Changing the email address entered for this order

Gift Card/Store Credit Note
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 eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher 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 eVouchers/Gift cards/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.

Please note: We are unable to add promotion codes or discounts once your order has been placed. 

eVoucher
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.

You may be looking at a promotion price that has since expired.

For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..

Additionally, please note that some products feature different pricing per size / colour / style etc.

Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.

We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.

To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've 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 eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Check remaining balance’, you will then be able to see your balance.

If you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:

• Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
• The website crashing on a previous checkout attempt.
• If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.

Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Please note: Our customer service team are unable to speed this along.

We don't directly offer these services, but sometimes they are available via third party companies such as Unidays or Blue Light. We would recommend you search for us directly on those platforms for further clarity and support as these codes are managed externally, and their terms and conditions can be found on the respective discount provider’s website.

For any issues related to third-party discount codes, we recommend reaching out directly to the discount provider for further support. To ensure you have the most accurate information, we also suggest searching for our offers directly on these platforms.

If the item you received differs to what you ordered or expected:

For orders placed online - Please contact our Customer Service 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 so we can better help you.

Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

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.

You're order may have been cancelled due to one of the following reasons:

• The items are out stock when it comes to packing your order
• The items are not available for shipping out of the UK
• The billing address doesn't match the details your payment provider has on records.

You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared. 

Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item come backs in to stock after the sale has ended.

If your order has been cancelled, you will be refunded to your original method of payment within 2-5 days. 

The time might depend on your banks processes.

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.

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

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

If your item has developed a manufacturing fault within a year of purchase, please contact our Customer Service team and provide images of both the item and the fault. 

Please note: All items are inspected upon return, if we don't find a manufacturing fault and is simply due to wear and tear, we will return the item to you.

If you've identified a fault with an item you ordered, please contact our Customer Service team with full details of the item and fault and we will investigate this for you.

When contacting us, please also provide clear images showing the fault so we can better help you.

Please note: all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.

VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.

If you haven't received this email, please check your junk folder.

How do I view my previous invoices online?

If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders. 

We're aware there are delays with some customer orders not yet showing on our returns portal. The error may look similar to this:

If your order was shipped in the last few days and you’re seeing this error – we would recommend you check back in a couple of days and try again. Your order will appear, it’s just taking a few days longer than normal.

Our Customer Service teams are also impacted by the same delay so are also unable to schedule a return which is experiencing this problem.

Please be assured our technical teams are working on fixing this issue. Sorry for any inconvenience.

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.

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.

Please note: Customer Service will not be able to give you advice on which products you should buy.

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.

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

When returning all or part of your order due to a change of mind, using our returns portal, you will be charged postage (from £4.99) to return your items back to us, if your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.

If you have ordered from one of our marketplace partners (Debenhams, Next, M&S, Amazon) and are entitled to a free return, please contact our customer services team.

• 

  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.

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

No, we do not exchange items.

In the event you change your mind, you may be able to return an online item for a full refund. Please check our policies for further information.

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

I'm struggling to login

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

• Are you entering the correct order number - You can find your Order Number on the emails we send to you. It may look like this: EXAMP0000000123456
• Are you entering the correct email address or last 4 digits of the telephone number you used to place this order
• Check there are no spaces before or after the order number, email address or last 4 digits of the telephone number
• Is your order still within the 28 days return period? This starts from when you received your order

I can't download my returns label

• If you are using a mobile phone, please check your phone has received the latest updates
  
• If you are having difficulties opening the file, you may need to enable pop ups in your browser. If you are still unable to download your label a copy will also have been sent to your inbox
• If you haven't received your email containing the 'Order Label' please check your junk folder, the return label or QR code email will be sent from @returns.international

If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

We 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 or eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes.

Please allow up to 14 days for your items to be inspected and any refunds to be issued. You'll usually be able track the progress of your return, if you have tracking details from the carrier.

You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. 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 or a eVoucher, 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. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.

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

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: the Frasers Plus App Chat, Contact us form

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. 

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

If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.

The following definitions are used in these terms:

Customer, you	You, the customer accessing and/or using the Website.
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.

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.

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned.

Delivery options

Click Here to view our UK delivery options.
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.

Delivery of pre-order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Cancellation period for online purchases

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)

If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms. 

For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at: 
Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RY

 

Please give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

You can also use the Returns Form , but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to us or post it to the address above.

Returning items

You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. 

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.

Refunds

We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.

You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.

Returning items that have been sent out incorrectly

Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies: 

Tier 1: within 30 days of receiving the defective item, you can choose to receive either:

1. a repair; or 
2. a replacement; or
3. 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:

1. 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
2. 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.

 

Limitation of liability

1. 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.
2. The Seller will not be liable for the following types of loss:
   1. loss of income or revenue; or
   2. waste of management or office time.
3. Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
   1. death or personal injury caused by the Seller's negligence;
   2. fraud or fraudulent misrepresentation;
   3. any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
   4. defective products under the Consumer Protection Act 1987; or
   5. any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
4. Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Events outside our control

1. 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:
   1. Strikes, lock-outs or other industrial action;
   2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
   3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
   4. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
   5. Impossibility of the use of public or private telecommunications networks; or
   6. The acts, decrees, legislation, regulations or restrictions of any government.
2. In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
3. In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.

Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing. 

Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.

1. 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:
   1. 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
   2. 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

1. These terms and conditions are subject to English law.
2. 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.
3. Nothing in these terms and conditions is intended to affect your statutory rights.

We take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.

To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.

If you paid by credit card, you may have additional rights of redress.

Gift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.

If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Gift Cards cannot be used to buy further Gift Cards.

To help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.

The following documentation may be required to complete our due diligence checks –

• Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)
• Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)

Failure to comply with the verification checks will result in the order being cancelled

We reserve the right to cancel any order we do not believe to be genuine

If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.

Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:

• Deposits;
• Magazines;
• Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
• Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
• Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
• Any computer games where the seal on the wrapping has been broken; and
• Any items that have been inseparably mixed after delivery.

Refunds will only be offered in accordance with your statutory rights (which remain unaffected).

We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.

If you need to get in touch with Customer Service, please click on the contact us option from the menu, to get started.

Our regular opening times are as follows:

Monday - Friday 8 am – 8 pm (GMT/BST)
Saturday & Sunday 9 am – 6 pm (GMT/BST)
If you need to get in touch with Customer Service, please click on the contact us option from the menu, to get started.

Watch Shop is part of The Watch Shop Holdings Limited, who is the data controller for your personal data.

The Watch Shop Holdings Limited is part of the Frasers Group.

To help us provide the best possible service, we collect personal information about you but we respect and protect your privacy and do all we can to honour the trust you place in us by being transparent about what personal information we collect and how we use it, vowing to handle your data fairly and lawfully at all times.

We are The Watch Shop Holdings Limited, Unit A, Brook Park, East Road, Shirebrook, Mansfield, NG20 8RY, United Kingdom and we are a Data Controller registered with the UK Information Commissioner’s Office with registration number ZA537589.

Please contact us via email to the DPO email address.

This notice is to inform you about how we collect and protect any personal information you provide to us and how you can control what personal information we collect from you. It sets out how we intend to use your information, who we will share it with, and what rights you have about our use of your information.

This notice applies to all our activities, however you provide personal information to us, whether you visit us online at any of our websites or visit our stores or contact us via social media or whether you telephone, email, write to or text us.

Here we provide you with details about:

• What personal information we collect
• How we use your personal information
• Who we share your personal information with
• The legal basis for using personal information provided to us
• How we aim to protect your privacy
• How long we will keep your personal information
• International transfers of your information
• Your legal rights relating to your personal information
• Links to other websites
• Information about Cookies

WHAT PERSONAL DATA DO WE COLLECT?

We may collect the following information about you:

• Your name, age/date of birth and gender;
• Your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;
• Purchases and orders made by you;
• Your social media handles;
• Your online browsing activities on any of our websites including what items you store in your shopping bag;
• Your password(s);
• Information about the device you use to browse our websites including the IP address and the device type;
• When you make a purchase or place an order with us, your payment card details;
• Your communication and marketing preferences;
• Your interests, preferences, feedback and competition and survey responses;
• Your location;
• Voice recordings, which we may collect in recordings of customer service telephone conversations; and
• Other publicly available personal data, including any which you have shared via a public platform (such as Instagram, YouTube, Twitter or public Facebook page.

This list is not exhaustive and, in specific instances, we may need to collect additional data for the purposes set out in this Notice. Some personal data are collected directly, for example when you set up an online account on our websites, or send an email to our Customer Services team. Other personal data are collected indirectly, for example, when you browse our websites or undertake online shopping activity. We may also collect personal data from third parties who have your consent to pass your details to us, or from publicly available sources.

We may anonymise and aggregate personal data for insight and research but this will not identify anyone.

Our websites are not intended for children and we do not knowingly collect data relating to children.

HOW WE USE YOUR DATA

1. General

The Watch Shop Holdings Limited (and trusted partners acting on our behalf) use your personal data:

• To provide goods and services to you;
• To make a tailored website available to you;
• To manage any account(s) you hold with us;
• To verify your identity;
• For crime and fraud prevention, detection and related purposes;
• For analysis, insight and market research purposes to better understand your needs and ensure we are giving you what you like;
• To administer competitions and identify and contact competition winners;
• Voice recordings to ensure that all customer service interactions with you are addressed correctly, to help train our staff, and for record keeping of queries and/or complaints.
• Where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute).

2. Marketing

The Watch Shop Holdings Limited use your personal data for marketing purposes and may send you postal mail, texts and/or emails:

• about promotional offers and events which we think may interest you;
• about relevant products and services of interest to you.

You have the right to opt out of receiving promotional communications at any time, by:

• 1: Clicking on the simple “unsubscribe” link which is included in all our marketing emails
• 2: Contacting our Data Protection Officer on [email protected], or by post to Finance, Director, Watch Shop, PO Box 8174, Reading, Berkshire, RG6 9PE, United Kingdom

This will not stop service messages such as order updates.

3. Personalisation and Automated Decision Making

In order to improve your shopping experience with us, when you visit any of our websites, you may receive personalised banner advertisements whilst browsing websites of other companies. Any banner advertisements you see will relate to your browsing activity on our websites from your computer or other devices.

These advertisements are provided by us via external market leading specialist providers using ‘cookies’ placed on your computer or other devices. See further information on the use of cookies in our Cookie Policy. You can remove or disable cookies at any time, see here for further information.

We may collect data directly from you, as well as analysing your browsing and purchasing activity, both online and in store, and your responses to marketing communications. The results of this analysis, together with other demographic data, allow us to ensure that we contact you with information on products, services, events and offers that are relevant to you. To do so, we use software and other technology (automated decision-making including profiling).

We may do this to decide what marketing communications are suitable for you and this activity is based on our legitimate interests to develop and improve our products and services for you.

You have the right to opt out of any automated decision-making processes including profiling at any time by:

• Contacting our Data Protection Officer on [email protected], or by post to Finance Director, Watch Shop, PO Box 8174, Reading, Berkshire, RG6 9PE, United Kingdom.

In order to provide more personalised services and experiences, we may also ask your permission to review third party data about you, for example, your Twitter or Facebook feeds, to get to know you better and to provide more effective personalisation. Some of our services enable you to sign-in via a third party service, such as Facebook. If you choose to sign-in via a third party app, you will be presented with a dialog box which will ask your permission to allow us to access your personal information (e.g. your full name, date of birth, email address and any other information you have made publicly accessible). You are not obliged to give your permission.

SHARING DATA WITH THIRD PARTIES

We will never sell or rent your personal information to other organisations for marketing purposes.

We will not disclose your personal information to any third party, except for those referred to below.

We may share your data with:

• Other companies within our group;
• Purchasers, investors, funders and advisers if we sell our business or assets or restructure whether by merger, re-organisation or otherwise;
• Our legal and other professional advisers, including our auditors;
• Credit reference agencies where necessary for card payments;
• Governmental bodies, regulators, law enforcement agencies, courts/tribunals and insurers where we are required to do so:
  • To comply with our legal obligations and/or the administration of justice;
  • To exercise our legal rights (for example in court cases);
  • For the prevention, detection, investigation of crime or prosecution of offenders; and
  • For the protection of our employees and customers.
• Our service providers and suppliers.

Type of External Service Provider	Reason for Sharing Your Information
Database Administrators	Administration of our marketing databases
Mailing Houses	Postal administration
Electronic Mail Administrators	Delivery of email campaigns including electronic newsletters and administration of on-line competitions
Couriers and Logistics Service Providers	Goods delivery
Software Providers	Administration of sales and returns
Marketing Consultancies and Advertising Services Providers	Analysis of marketing data and customer insight for the development and administration of marketing campaigns. Delivery of offers, promotions and other marketing campaigns. Website tracking to assist with personalising your on-line buying experience. Facilitate customer product and service reviews
Insurers	Provision of insurance cover on products purchased from us
Finance Companies	Provision of interest free and interest bearing credit for our customers
Watch Manufacturers	Administration of guarantees and repairs
Call Recording Providers	Call recording to facilitate customer care and customer training, administration of enquiries and complaints, to facilitate telephone orders and order fulfilment for the Watch Shop website
Insurance Claims and Repair Handlers	Facilitate certain types of insurance claim administration
Electronic Platform Providers	To create on-line accounts, to fulfil website orders and electronic newsletter distribution
Operational Email Administrators	Provision of operational email system
Live Engagement Platform Providers	Delivery of live chat environment
App Developer	Delivery of customer chat app called Akin
Payment Service Providers	Website payment services
Website Hosting Service Providers	Administration of our websites, fulfilment of on-line orders and electronic marketing campaigns
Order Fulfilment Providers	Facilitate fulfilment of orders on websites and customer care
Electronic Repair Administrators	Repair processing and workshop administration: facilitating watch repairs by post, facilitating communications with our repair services
Document Disposal Managers	Document disposal

In order to make certain services available to you, we use certain trusted third parties including IT, mailing, payment services, delivery and marketing service providers. We may need to share your personal information with some of our service providers, who will act under our instructions to provide services with confidentiality. security and integrity, and in compliance with relevant data protection laws such as the Data Protection Act 2018, the GDPR and the Privacy and Electronic Communications Regulations. We have put in place strong contracts to ensure they only use your personal information to provide services to us and to you, and for no other purpose.

LEGAL BASIS FOR USING DATA

We are required to set out the legal basis for our ‘processing’ of your personal data.

We collect and use customers’ personal data:

• 1: As necessary to perform our contract with you
  • For the purposes of complying with our duties and exercising our rights under contracts for the sale of goods or services to customers; or
  • Selling and supplying goods and services to our customers;
  • Handling customer contacts, queries, complaints or disputes;
  • Managing insurance claims by customers;
• 2: As necessary for the pursuit of our legitimate interestsincluding:
  • Promoting, marketing and advertising our products and services to our current and past customers, and those who have asked for information,
  • Sending promotional communications which are relevant and tailored to individual customers (including administering loyalty schemes);
  • To administer competitions and promotions and identify and contact competition winners;
  • Understanding our customers’ behaviour, activities, preferences, and needs;
  • Improving existing products and services and developing new products and services;
  • Protecting customers, employees and other individuals and maintaining their safety, health and welfare;
  • Good governance, accounting and managing and our operations and complying with our legal obligations;
  • Protecting our company, its employees and customers, by taking appropriate legal action against third parties who have committed criminal acts or are in breach of legal obligations to us;
  • Handling any legal claims or regulatory enforcement actions taken against us; and
  • Fulfilling our duties to our customers, colleagues, shareholders and other stakeholders or
  • Recording customer service telephone conversations to ensure that queries are addressed correctly, to help train our staff, and for keeping records of queries and/or complaints.
• 3: As necessary for complying with our legal obligations including:
  • Where you exercise your rights under data protection laws;
  • For compliance with legal and regulatory requirements; or
  • To establish or defend our legal rights; or
  • Preventing, investigating and detecting crime, fraud or anti-social behaviour and prosecuting offenders, including working with law enforcement agencies;
• 4: Based on your consent

• Analysing website visitor data, to gain understanding that enables us to improve our website to meet visitor and customer needs and preferences
• Serving relevant ads to WatchShop customers on Facebook and Google based on information we hold about you

You have the right to withdraw consent at any time. Where consent is the only legal basis for processing your personal data, we will cease to process your personal data for that purpose after consent is withdrawn.

HOW WE PROTECT YOUR DATA

Our Controls

The Watch Shop Holdings Limited is committed to keeping your personal data safe and secure.

Our security measures include:

• Encryption of data;
• Regular cyber security assessments of all service providers who may handle your personal data;
• Regular planning to ensure we are ready to respond to cyber security attacks and data security incidents;
• Daily penetration testing of systems;
• Security controls which protect the our IT systems infrastructure and our premises from external attack and unauthorised access; and
• Internal policies setting out our data security rules for our personnel.
• Regular training for our employees.

WHAT YOU CAN DO TO HELP PROTECT YOUR DATA

You should always be cautious when sharing your personal data. No one from our company will ever ask you to confirm any bank account or credit card details via email. If you receive an email claiming to be from The Watch Shop Holdings Limited asking you to do so, please ignore it and do not respond.

If you are using a computing device in a public location, we recommend that you always log out and close the website browser when you complete an online session.

In addition, we recommend that you take the following security measures to enhance your online safety

• Keep your account passwords private because anyone who knows your password may access your account or be compromised if your account is accessed without authority.
• When creating a password, use a difficult word/number combination of at least 8 characters and something that is not easily guessed by hackers such as dictionary words, your name, email address, or other personal data that can be easily obtained. Also, frequently change your password. You can do this accessing your account, clicking ‘your account’, clicking ‘your data’ and selecting ‘change password’.
• Avoid using the same password for different online accounts.

HOW LONG WE KEEP YOUR DATA

We will not retain your data for longer than necessary for the purposes set out in this Notice. Different retention periods apply for different types of information, and our Data Retention Policy sets out the length of time we will usually retain personal data and where these default periods might be changed.

In summary, various laws, accounting and regulatory requirements applicable to us require us to retain certain records for specific amounts of time. In relation to your personal data, we will hold this only for so long as we require that personal data for legal or regulatory reasons or for legitimate organisational purposes and we will not keep your data for longer than is necessary for the purposes for which we collect them.

Record Retention Periods

Record	Type of Personal Data	Retention Period
Contracts with Suppliers	Names	10 years after expiry
Supplier details	Names, addresses, email addresses, telephone numbers	Permanently
Rental and hire purchase agreements	Names	10 years after expiry
Payment services agreements	Names	10 years after expiry
Cookies	Webtracking information including IP addresses	5 years
Customer deposits	Names	Permanently
Contracts with Customers	Names, addresses, telephone numbers, transactional details	10 years from date of transaction
Contracts with Customers – bank transfers	Names, addresses, telephone numbers, Bank and Branch	14 days
Contracts with Customers – waiting lists	Names and products	Until purchase or as long as customer requires
Contracts with Customers – pre-owned watches	Names, addresses, age and product	3 years
Contracts with Customers	Email addresses	website emails: 7 years, customer care emails: 7 years, store support emails: 2 years
Customer complaints	Names, addresses, telephone numbers, email addresses	7 years
Interest Free Credit applications	Customer emails, names, addresses, dates of birth, marital status, employment details, financial details such as income and major outgoings, bank account details	14 days
Interest Bearing Credit applications	Customer emails, names, addresses, dates of birth, marital status, employment details, financial details such as income and major outgoings, bank account details	14 days
Promotional materials	Names and customer images	3 years
Customer listings for promotional communications	Names and addresses, email addresses	30 days
Marketing databases	Names and dddresses, email addresses	15 years
Social Media communications	Names, addresses, email addresses, transactional data, hobbies, interests, payment references	Permanently
Product and service reviews by customers	Names, emails and products services purchased	Personal data: 12 months, review content: permanently
Records of administration of watch and jewellery insurance claims for Insurance Companies	Names, addresses, telephone numbers, email addresses, insurance policy number, item claimed for, call recordings, bank sort code details	Permanently
Call recordings	Telephone numbers, call recordings	90 days
Customer live chat forum	Voice recordings images and messaging	28 days
Mobile app - Akin	Names, mobile phone numbers	28 days
CCTV	Images of attendees at our premises	As long as required for security purposes
Visitor records	Names and images of attendees at our premises	As long as required for security purposes
Automatic Number Plate Recognition System	Vehicle registration plates of visitors, suppliers and other attendees at our HQ	As long as required for security purposes

INTERNATIONAL TRANSFERS

To deliver products and services to you, it is sometimes necessary to share your personal information outside the UK and European Economic Area (the EEA). This will typically occur when service providers are located outside the UK or EEA or if you are based outside the UK or EEA. These transfers are subject to special rules under data protection laws. If we transfer your personal information outside the UK or EEA, we will ensure that the transfer will be compliant with data protection law and all personal data will be secure. Our standard practice is to assess the laws and practises of the destination country and relevant service provider and the security measures that are to be taken as regards the data in the overseas location. Alternatively, we use standard data protection contract clauses.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

COOKIES

Our websites use cookies to collect information. This includes information about browsing and purchasing behaviour by people who access our websites including pages viewed, products purchased and the customer journey around our websites.

Detailed information is set out in our Cookie Policy and is provided to ensure you are fully aware of the cookies we use, allowing you to make an informed choice about your continued acceptance of cookies.

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not.

For information on the cookies we use, please see our Cookie Policy.

YOUR RIGHTS

You have the following rights:

• The right to be informed about our processing of your personal data which is the aim of this Notice;
• The right to request access to personal data that we hold about you at any time;
• The right to ask us to update and correct any out-of-date or incorrect personal data that we hold about you;
• The right to object to processing of your personal data and/or to withdraw any consent you have given us and to opt out of any marketing communications that we may send you.
• The right to prevent processing that is likely to cause damage or distress to you or anyone else;
• The certain rights in relation to automated decision-making processes including the right to object to profiling;
• The right to request that we erase or destroy your personal data in certain circumstances (the right to be forgotten) for example when the data are no longer necessary for the purpose for which we collected them;
• The right to have your personal data provided to you by us in a structured, commonly used and machine-readable format and the right to have that data transmitted to another data controller. This is known as the right to data portability.

If you wish to exercise any of these rights, or to request details of personal information which we hold about you, please write to The Finance Director, Watch Shop, PO Box 89174, Reading, Berkshire, RG6 9PE or email the Watch Shop Data Protection Officer at [email protected]

You have the right to lodge a complaint with the Information Commissioner’s Office at Wycliffe House, Water Lane, Wilmslow SK9 5AF, United Kingdom if you believe we have not handled your personal data in accordance with the law. Further information, including contact details, is available at https://ico.org.uk.

The Watch Shop Holdings Limited

Units 55-58

Suttons Business Park

Sutton Park Avenue, Earley

Reading

RG6 1AZ

United Kingdom

Flannels - Privacy Policy

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 [email protected].

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).

When you browse our Website or App, whether or not you are registered, purchase a product, register to receive our marketing email, receive and open or click our emails, or make a job application , we and our partner advertising networks, advertisers and advertising affiliates (Third Party Advertisers), will collect user information such as your location, language, assumed gender, IP address, when you visited our Website or App, how you arrived on our Website or App, where you visit after our Website or App, the pages you visited, how long you spend browsing individual pages on our Website or App, any products you have viewed, purchased, or put in your basket, and the browser (where applicable) and device you used to access our Website or App.

In our premises, including our stores, we may use CCTV and Facial Recognition Technology to monitor and record images for the purposes of security, the prevention and detection of crime and health and safety, and store the images centrally.    You can find further information on the Facial Recognition Technology we use and how your personal data is handled on www.facewatch.co.uk/privacy 

In circumstances where you contact us by telephone, calls may be recorded for quality, training and security purposes. Calls may also be monitored without your consent in the following circumstances: to provide evidence of a business transaction; to prevent or detect a crime; to ensure that the Group complies with regulatory procedures; to see that quality standards or targets are being met; and to secure the effective operation of the telecom system.

How we may use your personal data

We may use your personal data in the following ways:

• to fulfil your order - we require your identification, contact and payment information to enable the relevant Group company to enter into a contract with you and are unable to do so without this information (please note that your details may need to be passed to another company within the Group and/or a third party, such as one of our couriers or one of their customs clearance agents, in order for them to supply or deliver the product that you ordered and certain products will be processed and delivered direct from some of our supplier partners either as part of our drop ship model or market place offering ("Direct Supply"). We may retain your details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds, guarantees etc and to meet any legal obligations for the retention of transactional data).
• to tell you about similar products and services, or products and services that you ask us to send you information about, by email, post, mobile, telephone and/or through other digital means (depending on your stated preferences) including social media platforms;
• to provide you with services you request from us including, the sale and/or distribution of products made available to you through Direct Supply, 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 [email protected]. 

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 [email protected]

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	Third party	These partners use cookies to provide you with personalised adverts when you visit other selected websites. Banner advertising appears on websites which we are affiliated with and we use the information we have learned from cookies to tailor this advertising to things we think you will like, based on your browsing history on our website.
Affiliate Window and Google	Third Party	Sometimes we'll advertise on third party websites. Each individual advertiser uses its own tracking cookies and the data taken is not confidential or interchangeable.
User Replay	Third Party	These cookies enable us to track individual customer journeys on our website (excluding any checkout pages) which are used to identify and fix bugs to make the online experience better for customers.
Google Analytics	Third Party	Google Analytics uses these cookies to discover when you first visited our site, how often you come back and how long you spend shopping. The information stored by these cookies can be seen only by the relevant teams at 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: Google's Privacy & Terms  Safeguarding your data
Facebook, Twitter, Instagram and YouTube	Third Party	Social sharing, social login and other social media services we offer are run by other companies. These companies may drop cookies on your computer when you use them on our site or if you are already logged in to them.
Crazy Egg	Third Party	These cookies allow our partner CrazyEgg to collect anonymous usage data which we use to make our website easier to use.
ASPXANONYMOUS, [Website]_ AuthenticationCookie, um_IsMobile, X-SD-URep, StateKey, .DOTNETNUKE, authentication, mp__utmb, mp__utma, mp__utmc, mp__utmz, X-Origin-Cookie	Strictly Necessary	These cookies are used to allow you to add to your basket and place orders and allow us to recognise registered customers
AdvertCookie, ChosenSite, CountryRedirectCheckIsDone, newsletterPoppedUp, acceptedCookies, [Website]_ AnonymousUserCurrency	Functionality	These cookies are used to remember your selected preferences and what messages you have already seen so they aren’t shown again.
ak_bmsc, TS01a19d95	Functionality	These cookies are used to protect our website against bots.