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Delivery & Collection
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Delivery Methods
Delivery MethodsLast Order Dates for Christmas
Please see below for the recommended order dates to ensure delivery before Christmas.
While orders placed after these dates may still arrive in time, we cannot guarantee this.
UK Delivery Last Date for Guaranteed Delivery Order Before Standard Delivery 19th December 23:59 Store Delivery 19th December 23:59 Express Delivery - 48 Hours 21st December 21:00 Next Day Delivery by DPD 22nd December 21:00 Next Day Delivery by Evri 22nd December 21:00 Oversized Delivery (Light & Large) 19th December 23:59 Oversized Delivery 19th December 23:59 2 Man Delivery 13th December 23:59 Overseas & International Delivery Last Date for Guaranteed Delivery Australia 5th December Austria 13th December Belgium 13th December Bulgaria 4th December Canada 10th December China 11th December Croatia 7th December Cyprus 14th December Czech 14th December Denmark 11th December Estonia 5th December Finland 10th December France 15th December Germany 14th December Greece 5th December Hong Kong 11th December Hungary 14th December India 11th December Ireland 15th December Israel 9th December Italy 13th December Japan 6th December Latvia 1st December Lithuania 5th December Luxembourg 13th December Malaysia 9th December Malta 14th December Netherlands 13th December New Zealand 5th December Norway 1st December Poland 8th December Portugal 9th December Romania 13th December Singapore 11th December Slovakia 14th December Slovenia 7th December Spain 12th December Saudi Arabia 11th December Sweden 9th December Turkey 6th December United Arab Emirates (UAE) 11th December United States of America (USA) 7th December Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Delivery OptionsDelivery 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 offDelivery Times
Cost (£GBP)
Standard Delivery
23:59 3 to 7 days
4.99
Next Day Delivery
21:00 Next Day
9.99
Next Day Delivery by DPD (Carbon Neutral)
21:00 Next Day
11.99
Click & Collect
Spend £200 and receive £10 voucher to spend in-store. *Terms apply.23:59 3 to 7 days 6.99 Oversized Delivery 23:59 3 to 7 days 19.99 2 Man Delivery 23:59 3 to 7 days 39.99 Bank / Public holidays are not included.
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Send feedbackThanks for the feedback. We will improve this article.Still need to contact usRest of the World Delivery CostsBelow 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 Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Click and CollectYou can get your order delivered to one of our participating stores/branches within the UK. Once your order has been delivered to your chosen store, you'll get an email confirming it's ready to be picked up, this email will also contain your unique delivery code which is required for collecting your parcel. Your parcel will take three (3) to seven (7) working days to be delivered to your chosen store for only £6.99
You will receive a £20 voucher to spend in-store if your order is above £400 (excluding the delivery charges) when you collect your order from your nominated store.
Your parcel can only be collected within your chosen stores opening hours. Please ensure you have your order number, unique delivery code (from your order collection email) and a form of ID, if you don't have all three, you will not be able to collect your order.
Acceptable forms of ID are:
• Cheque Guarantee / Credit / Debit Card
• Bank / Building Society Book
• Valid Passport
• Cheque Book
• Drivers Licence
• Utility BillFor under 18s:
• National Insurance Card
• Medical Card
• Savings BookPlease note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.
You have up to 10 days to collect your parcel from your chosen store. You will be reminded three times within this period to pick up your parcel. If you fail to pick up your parcel within this period, it will be returned to the warehouse, a refund will be processed within 14 days of your parcel being received by the warehouse.
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Delivery FAQs
Delivery FAQsWhere is my order?
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 order history in My Account by clicking Track Your Order.
- In your emails we send to you confirming your order is shipped.
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.
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Send feedbackThanks for the feedback. We will improve this article.Why is my order late?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.
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- 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.
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Send feedbackThanks for the feedback. We will improve this article.Still need to contact usCan I track my delivery overseas?We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.
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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.
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Send feedbackThanks for the feedback. We will improve this article.Customs charges and import dutiesIf you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
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Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.
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Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.
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Send feedbackThanks for the feedback. We will improve this article.Click & Collect ExceptionsClick and Collect is available for most orders but not for all, and this can be for a number of reasons;
- the item ordered is a pre-order item
- one of the selected items is not eligible
- the size or volume of the item is too large
Please select another delivery option for your order.
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You'll be given your voucher by our store staff when you collect your parcel.
The Click & Collect voucher has an expiry date of 2 years and can only be used in store.
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Delivery Methods
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Orders & Payments
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Placing Orders
Placing OrdersHow do I apply a discount code?
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.
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Send feedbackThanks for the feedback. We will improve this article.What payment options are accepted?We accept most well known payment methods:
- Alipay
- American Express (AMEX)
- Apple Pay
- Bancontact
- Gift Cards
- Giropay
- iDEAL
- Maestro
- Mastercard
- P24
- PayPal
- SOFORT
- VISA
- VISA Debit
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
If you're using a gift card or eVoucher 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 or eVoucher and you don't spend the whole amount, the remaining balance will be stored on that gift card or eVoucher.
You can't buy gift cards or eVouchers using gift cards or eVouchers as a payment option.
You can still pay using a gift card or eVoucher when using a promotional code.
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Send feedbackThanks for the feedback. We will improve this article.What is payment authentication?Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
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- 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.
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Send feedbackThanks for the feedback. We will improve this article.Why is my bank showing two charges for my order?We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 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.
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Send feedbackThanks for the feedback. We will improve this article.Can I use my gift card or eVoucher online and in store?Yes, Gift cards and eVouchers can be used in UK branches of our Flannels stores as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
You can use the full or part balance of your gift card. Any remaining value will be stored on the gift cards or eVouchers. You can also use your gift card or eVoucher as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- 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.
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Send feedbackThanks for the feedback. We will improve this article.Can I use my credit note online and in store?Yes, credit notes can be used in UK branches of our Sports Direct stores as well as online.
You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
Here are some further terms and conditions around our credit notes;
- 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.
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Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you.
If your order has been shipped or starting going through our automated fulfilment process we will not be able to cancel your order. Please see 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 after you’ve placed your order.
If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services.
If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again.
I need to change my order
We will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.
Also, once an order has been submitted we cannot make any changes, this includes:
- Adding or removing items
- Changing colours or sizes
- Changing the delivery options
- Applying promotional discounts
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Send feedbackThanks for the feedback. We will improve this article.Apply Gift Card, eVoucher or Credit NoteGift 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.
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If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.Did you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Why is the item price different to what I was expecting?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.
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Send feedbackThanks for the feedback. We will improve this article.How do I check the balance on my Gift Card or eVoucher?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.
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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing problems with my gift card or eVoucherIf you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
- 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.
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Completed Orders
Completed OrdersI've received the wrong item
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.
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For orders placed online - 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.
For orders bought in stores - please visit the store with the product and proof of purchase so they can try to help you.
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Send feedbackThanks for the feedback. We will improve this article.I'm missing an item from my orderWe’re sorry there’s items missing in your order.
Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
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Send feedbackThanks for the feedback. We will improve this article.Why have you cancelled my order or item?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.
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Send feedbackThanks for the feedback. We will improve this article.My order has been cancelled, but it appears that I have still been chargedIf your order has been cancelled, you will be refunded to your original method of payment within 2-5 working days.
The time might depend on your banks processes.
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Send feedbackThanks for the feedback. We will improve this article.I haven’t received my gift cardPlease check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
If you still can’t find it, please contact us and we will be happy to help.
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Send feedbackThanks for the feedback. We will improve this article.My item is incomplete or missing partsWe're sorry to hear there is a problem with your item.
Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
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Send feedbackThanks for the feedback. We will improve this article.How can I get a VAT receipt?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.
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Send feedbackThanks for the feedback. We will improve this article.When will I receive my Pre-order item?Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date.
Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.
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Send feedbackThanks for the feedback. We will improve this article.I'm trying to return my order, but it's saying my order isn't foundWe're aware there are intermittent issues affecting some of our customers when trying to return their order even when they are within the returns timeframe.
Our technical teams are working on fixing this issue.
The error you see may look similar to this:
If you're seeing an error such as an order not found - we would recommend you check back in a couple of days and try again.
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Product info
Product infoHow do I find my size?
Sizes vary with different brands and styles.
We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.
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Send feedbackThanks for the feedback. We will improve this article.Item out of stock?Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website.
Our stores also sell a wide range of stock. You can use our store locator to call in or contact the store directly and they will advise you if the item is available for store purchase.
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Send feedbackThanks for the feedback. We will improve this article.Is there a limit to how many products I can buy?If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:
You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.
If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.
Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local Store to check their stock.
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Send feedbackThanks for the feedback. We will improve this article.Size GuideDid you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.Product InformationMost 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 Service 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. Some stores offer a Personal Shopping service. Please head back to our website and press 'Personal Shopping' which can be found on the footer of our website.
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Placing Orders
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Returns & Refunds
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Returns
ReturnsExtended Christmas Returns Policy
We’ve extended our usual returns timeframe to give customers peace of mind when shopping during the festive period.
For items ordered online - We are happy to offer a refund for items purchased online from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.
For items purchased in store - We are happy to offer a credit note for items purchased in store from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.
Please retain the receipt as proof of purchase.
Refunds and credit notes will only be offered in accordance with your statutory rights (which remain unaffected). For all other terms associated with returns, please refer to our returns policy.
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Send feedbackThanks for the feedback. We will improve this article.I need to return my order or item bought onlineDid you find it helpful? Yes No
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Send feedbackThanks for the feedback. We will improve this article.I need to return my order or item bought instoreTo return your item(s) bought in store for a credit note or where possible make an exchange, visit any Flannels store within 28 days of purchase provided your item has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.
If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.
Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.
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Send feedbackThanks for the feedback. We will improve this article.Can I exchange an order?In the event you change your mind, you can return an online item for a full refund only. We cannot exchange goods purchased online.
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Send feedbackThanks for the feedback. We will improve this article.Can I return more than one order in the same parcel?Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
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Refunds
RefundsHow will I receive a refund?
We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.
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Send feedbackThanks for the feedback. We will improve this article.When will I receive a refund?We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.
At certain times of the year, the process time will be longer, like around Christmas and public holidays.
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Send feedbackThanks for the feedback. We will improve this article.I can't see a refund on my bank statementPlease allow 7 days for the refund to appear in your bank account.
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Send feedbackSorry we couldn't be helpful. Help us improve this article with your feedback.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Why have I been refunded for an item instead of it being exchanged?In the event you change your mind, you can return an online item for a full refund only. We cannot exchange goods purchased online.
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Brand Partner Returns
Brand Partner ReturnsI need to return an order or item bought from a brand partner
If you’ve had items delivered to you from one of our brand partners, please see additional information below on how to return those items.
Returns policy overview
- Returns will be eligible for refund only, no exchanges are available for these items
- Items must not be used, worn or washed
- Items must be in original packaging and all tags attached
- Personalised items will not be accepted unless text is incorrect, or the item is faulty
- Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
- Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
BRAND PARTNER RETURNS INSTRUCTION Dare 2b Please return items to the following address:
Customer Returns,
Unit B,
Brook Park East,
Shirebrook,
NG20 8RYDesign Travel Goods Please follow the returns advice on your dispatch note. GAME Please return items to the following address:
Returns Department - Game Retail Limited
Unity House, Telford Road,
Basingstoke,
Hampshire,
RG21 6YJGul Please follow the returns advice on your dispatch note. Momentum Hyper Please return items to the following address:
Customer Returns,
Unit B,
Brook Park East,
Shirebrook,
NG20 8RYPortmeirion Returns will be eligible for refund only, no exchanges are available for this product. If you need to return this item, please return in original condition, within 28 days of purchase (unless faulty) to:
PORTMEIRION
PMGUK RETURNS, TRENTHAM LAKES SOUTH, STANLEY MATTHEWS WAY,
STOKE ON TRENT, STAFFORDSHIRE, ST4 8GRPlease note this product cannot be returned in store.
It is important that any returned items, unless faulty, are sent in a fully re-saleable and unused condition. This means in all original packaging and with all labels attached.
Regatta Please return items to the following address:
Customer Returns,
Unit B,
Brook Park East,
Shirebrook,
NG20 8RYVirgin Experience Days For items purchased online please contact Customer Services stating your intent to cancel your voucher, including your Order Number starting HOF as well as your 8-digit VED Voucher Serial Number starting C. You can find your Order Number on your HOF order confirmation email and your VED Voucher Serial number on your physical voucher or your digital e-voucher sent to your email address. Did you find it helpful? Yes No
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Returns
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Stores & Services
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Stores Information
Stores InformationStore Finder
View our store finder to find all our stores in your area.
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Send feedbackThanks for the feedback. We will improve this article.I'd like to leave feedback about one of your storesIf you want to let us know about a recent visit to one of our stores please get in touch.
When contacting please include the location, date and time of your visit so we can help you.
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Stores Information
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My Account
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Getting Started
Getting StartedHow do I register for an account?
Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
To register you'll need an active and valid email address.
Once you have followed the steps of setting up your account you can update your details using the 'My Account' section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
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Send feedbackSorry we couldn't be helpful. Help us improve this article with your feedback.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I create or change my passwordRegister an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
To register with your active, valid email address, please click on the Face icon in the top right hand side of the homepage and complete the steps under 'New User'. You will be asked to create a password for your account.
If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.
You can manage your account and your password in the 'My Account' section.
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Send feedbackThanks for the feedback. We will improve this article.How can I change details and marketing preferences?You can see and manage most of your details when you login.
- Head over to My Account to manage your account and password,
- Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
- The Manage Cards section allows you to update payment details.
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Send feedbackSorry we couldn't be helpful. Help us improve this article with your feedback.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I create or change my email address?For our customers’ security we don’t allow change of email address.
If you need to use an alternative email address, we’d ask you to create a new account.
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Send feedbackThanks for the feedback. We will improve this article.How do I buy online?You can search for items in a few different ways, to then add them to your shopping cart.
There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
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Send feedbackThanks for the feedback. We will improve this article.How do I pre-order an item?Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.
The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.
We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.
When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.
We will only charge you once the order has dispatched.
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Send feedbackThanks for the feedback. We will improve this article.Unsubscribe/Delete AccountHaving an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.
If you want to delete your online account, please contact us with your details our team will help you further.
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Technical Issues
Technical IssuesAdd to safe sender list
Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop-down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts list
Yahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.
AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts list
Google Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.
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Send feedbackThanks for the feedback. We will improve this article.I’m having problems signing in. What can I do?If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password.
If you don't have an account you can set one up. This means you have all your order history and details in one place.
If you're still having problems signing in to your account, please contact us and we'll be happy to help.
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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing issues using the websiteYou can refer to the product page and press deliveries to see what options are available.
We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
- Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
- Clear your cache and cookies
- Deactivate any plugins
- Check your HTTPS settings
- Clear your temporary files
- Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
Some items cannot be delivered outside of the UK, if you see an error message saying 'The following products cannot be delivered to the country selected:' whist checking out, then we will not be able to proceed with your order. Please remove the item from your basket.
Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
If you've tried all the above and are still struggling, please get in touch with our Customer 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.
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Getting Started