Orders & Payments
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 feedbackWe 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 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 feedbackPayment 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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Send feedbackIf you are getting error messages when making a payment using a card, please check the following:
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:
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 feedbackWe 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 feedbackYes, 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;
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Send feedbackYes, 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;
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Send feedbackI need to cancel my order
Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
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:
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Send feedbackLove2Shop Vouchers
Love2Shop Vouchers are not accepted instore or online by Flannels.
Love2Shop Flexecash Gift Cards
Love2Shop Flexecash Gift Cards are not accepted instore or online by Flannels.
However, you can buy Flannels eVouchers using your Love2shop Flexecash Gift Card, via the Love2Shop Manage My Account page ( www.love2shop.co.uk/login ). To do this-
You can then redeem the eVoucher online or in store at Flannels.
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.
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Send feedbackeVoucher
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.
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Send feedbackYou 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 feedbackTo 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 feedbackIf you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Our customer service team are unable to speed this along.
Please note: If you have a Love2Shop flexecash gift card, you can buy Flannels eVouchers using your Love2Shop Flexecash Gift Card, via the Love2shop Manage My Account page ( www.love2shop.co.uk/login ).
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Send feedbackIf 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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Send feedbackIf you've identified a fault with an item you ordered-
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 feedbackWe’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 feedbackYou're order may have been cancelled due to one of the following reasons:
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 feedbackIf 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 feedbackPlease 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 feedbackWe'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 feedbackVAT 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 feedbackYour 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 feedbackWe'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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My Account
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 feedbackIf 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 feedbackYou 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:
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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Send feedbackWe're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.
If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.
If the problem persists, please get in touch with our Customers Service team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
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Send feedbackOnce you login to your account online, you'll be able to change some of your details including.
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. We will also not be able to change the address, or add/remove items.
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Send feedbackOnline threats like hacks, scams, and cyber-crime are common in today’s digital world, but taking a few simple precautions can significantly reduce your risk. Follow these practical tips to protect yourself and enhance your online shopping experience:
If you suspect you’ve been targeted by an online scam, report it immediately to Action Fraud ( https://www.actionfraud.police.uk/ ) and inform your bank, particularly if payment details are involved.
Creating a strong password:
A strong password is essential to keeping your accounts secure. Use these tips to create one that’s hard to crack:
For more detailed information on keeping your online activity secure, explore resources from the National Cyber Security Centre (NCSC) ( https://www.ncsc.gov.uk/section/information-for/individuals-families ).
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Send feedbackIf you placed an order on a fraudulent website believing it was ours, we understand the frustration this can cause. Although we cannot investigate fraudulent transactions outside of our platform, we’ve compiled actionable steps you can take:
Steps for reporting scams:
Please be assured that when shopping with us we make every effort to keep your shopping experience safe and secure across our website, app and when visiting our stores.
If in doubt, we recommend you place orders directly from our website or app. Our social pages are also verified (blue tick), so please always look out for that to confirm authenticity.
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Site Policies
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 Service.
The following definitions are used in these terms:
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Send feedbackADD 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 Service 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.
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Send feedbackA 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 the Customs Charges and Import Duties article 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 re-confirming your order at the correct price or cancelling it.
The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.
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Send feedbackDelivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.
If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.
Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned, click here for more details.
Delivery options
Please review 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:
Unit B,
Brook Park East,
Meadow Lane,
Shirebrook,
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:
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:
If you think you have received a defective item, please return the items back to us including details where possible of:
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 Service.
Returns and exchanges for in-store purchases
For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.
If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.
The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.
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Send feedbackLimitation of liability
Events outside our control
Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing.
Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.
Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.
WEEE Regulations
Governing law and jurisdiction
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Send feedback
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Send feedbackWe 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 Service. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.
If you paid by credit card, you may have additional rights of redress.
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Send feedbackGift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.
If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.
Gift Cards cannot be used to buy further Gift Cards.
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Send feedbackTo help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.
The following documentation may be required to complete our due diligence checks –
Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)
Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)
Failure to comply with the verification checks will result in the order being cancelled
We reserve the right to cancel any order we do not believe to be genuine
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
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Send feedbackUnless they are defective, faulty or damaged, you may not cancel or return any of the following items:
Refunds will only be offered in accordance with your statutory rights (which remain unaffected).
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Send feedbackWe occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.
Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.
Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.
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Send feedbackWhen you select a product on the Website that will be delivered to you directly by a Partner Brand (as shown in the table below), you will be notified of this ahead of your purchase.
| BRAND PARTNER | PARTNER PROGRAM PRODUCT RETURNS ADDRESS |
| The Ace Supply Co. | Please return items to the following address: Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD |
| A Mir and Co | Returns must be made in original packaging. Please return items to the following address: Amir, Amir house, Taylors Lane, Oldbury, B69 2BN |
| Activity Superstore | Please contact our Customer Service team to arrange a return |
| Agent Provocateur | Returns can only be made for a faulty product. In order to make a return, please first reach out to the Customer Services team including any images of faults in order to obtain a Returns Number, which is to be included on the returns note. |
| Alan Symonds and Company Ltd | Please return items to the following address: Alan Symonds & Company Ltd, Westminster House, Bakewell Road, Orton Southgate, Peterborough, PE2 6WA |
| Arora Design Limited | Please return items to the following address: Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0 |
| Aspire Furniture | Please contact our Customer Service team to arrange a return |
| Aye Do Ltd | Please return items to the following address: 13 Murieston Green, Murieston, Livingston, EH54 9EQ |
| Babymore Ltd | Please return items to the following address: |
| Baltic Pine / Comfy Living | Please contact our Customer Service team to arrange a return |
| Birlea Furniture Limited | Please contact our Customer Service team to arrange a return |
| Bluestem Group Ltd | Please return items to the following address: 38 Bluestem Road, Ransomes Industrial Estate, Ipswich, IP3 9RR |
| Boxer | Please return items to the following address: Boxer Gifts, Swinnow Lane, Leeds LS13 4BS |
| Brakeburn | Please return items to the following address: Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole, BS15 3SS |
| Browns Confectionary | Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Service. |
| Bunty Pet Products Ltd. | Please return items to the following address: Unit 1, St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HN |
| Craghoppers | Return using our portal |
| Dare 2b | Return using our portal |
| Charles Bentley | Please return items to the following address: Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJ |
| Crafters Companion | Please return items to the following address: Crafters Companion, St Cuthbert's Way, Aycliffe Business Park, Newton Aycliffe, DL5 6XW |
| Create Your World Ltd | Please return items to the following address: Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland Co Durham DL13 3BF |
| Croydex Limited | Please return items to the following address: Croydex, Central Way, Andover, Hampshire, SP10 5AW |
| Designer Travel Goods | Return using our portal |
| Dezac Ltd | Please contact our Customer Service team to arrange a return |
| Digitek Trading Ltd | Please contact our Customer Service team to arrange a return |
| Downland Bedding Co Ltd | Please return items to the following address: |
| Dreams 'n' Drapes | Please return items to the following address: JRS Online Returns, Unit 1-2 Cleggs Lane Industrial Site, Ravenscraig Road, Little Hulton, Manchester, M38 9PU |
| Endura | Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF |
| Eskuta Limited | Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD |
| Esselle Retail Limited | Please return items to the following address: Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UE |
| Extra UK | Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF |
| Firelog Limited | Please return items to the following address: Returns Dept at House of Fraser, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TA |
| Fizz Creations | Please return items to the following address: Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA |
| Gablemere Ltd | Please contact our Customer Service team to arrange a return |
| GAME | Please return items to the following address: Returns Department - Game Retail Limited Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ |
| Gardeco Ltd | Please return items to the following address: Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QL |
| Gardiner Bro's | Please return items to the following address: Gardiner Bros & Co, Unit 4, St Modwen Park Quedgeley Gloucester GL10 3EZ |
| Get The Label | Please return items to the following address: Returns department, GET THE LABEL, 22 Leacroft Road, Birchwood, Warrington, WA3 6PJ |
| Gem Order Limited | Please return items to the following address: Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU |
| GFW Ltd | Please contact our Customer Service team to arrange a return |
| Graham and Brown | Please return items to the following address: Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NG |
| Greenside Packaging | Please contact our Customer Service team to arrange a return |
| Gul | Please return items to the following address: Gul Watersports Ltd., Stadium House, Aspen Way, Yalberton Industrial Estate, Paignton, Devon, TQ4 7QR |
| High Street TV | Please return items to the following address: High Street TV Corby, PO Box 7903, Corby, NN17 9HY |
| Home Curtains | Please return items as they were received, in original packaging. Please return items to the following address: Home Curtains, Stoney Street, Sutton in Ashfield, Nottingham, NG17 4GH |
| IGSM Ltd | Please return items to the following address: 1 Dewar Court, Astmoor, Runcorn, WA71PT |
| International Bullion And Metal Brokers | Returns will be eligible for refund only, no exchanges are available for this product. Unless faulty or damaged, pierced jewelry cannot be returned for hygiene reasons. Please return items to the following address: PO BOX 64378, LONDON, EC1NP 1NE |
| I-Ride | Please return items to the following address: Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL |
| Jon Richard | Earrings cannot be returned for hygiene reasons. All hair items have a tamper label, if this is removed, the goods cannot be returned. Please return items to the following address: Jon Richard, Tilson Road, Manchester, M23 9GF |
| JVL | If Items are damaged beyond repair, we would ask for 2x Images of the Damaged Item and 1x Image of the Packaging. >If this clearly showed it was damaged in transit from the package received. Please return items to the following address: JVL - Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZ |
| Kandy Toys | Please return items to the following address: Kandy Toys (Returns), Hit Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1DR |
| Kipfold Limited | Please return items to the following address: Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQ |
| Lassic Ltd | Please contact our Customer Service team to arrange a return |
| Levitex | Please return items to the following address: Greenheys, Pencroft Way, Manchester, M15 6JJ |
| Living and Home | Please return items to the following address: Wenrit Global LTD, Unit 1-3 Montague House, Matthews Street, Manchester, M12 5BB |
| Lloyd Pascal and Company Limited | Please return items to the following address: Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ |
| Lucky Dip Ltd | Please return items to the following address: Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AX |
| Mashco Ltd | Please contact our Customer Service team to arrange a return |
| Meroncourt Europe Limited | Please return items to the following address: Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SG |
| Meyer (UK) Ltd | Please return items to the following address: |
| Modrec International Ltd | Please return items to the following address: Modrec International Ltd c/o Fergusons Transport Ltd, Barmston Lane, Pattison Industrial Estate, Washington, Tyne & Wear, NE38 8QT |
| MV Sports | Please contact our Customer Service team to arrange a return |
| NUDEA | Please return items to the following address: Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZ |
| Peers Hardy | Please return items to the following address: Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GN |
| Pet Brands Limited | Please return items to the following address: Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QD |
| Phoenox Tex | Please return items to the following address: |
| Plum Play | Please return items to the following address: |
| Premier Decorations | Please return items to the following address: Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJ |
| Prestige Touch | Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Service. |
| Portmeirion | Returns will be eligible for refund only, no exchanges are available for this product. If you need to return this item, please return in original condition, within 28 days of purchase (unless faulty) to: Portmeirion PMGUK Returns, Please note this product cannot be returned in store. It is important that any returned items, unless faulty, are sent in a fully re-saleable and unused condition. This means in all original packaging and with all labels attached. |
| Pure Electric | Please contact our Customer Service team to arrange a return |
| Rashmian Ltd | Please return items to the following address: Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJ |
| Regatta | Return using our portal |
| Ricomex UK Ltd | Please apply the customer name and order number to the packaging on return. Please retain tracking number and confirm with customer services to prevent delay of return being processed. Please return items to the following address: Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS |
| Riva Home Ltd | Please return items to the following address: Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PS |
| Rewards and Gifts Ltd | Technology products - We will not accept any returned products with personal information on the item, such as iCloud locked, personal photos or any other personal information (GDPR ) Health & Beauty – we will not accept Fragrance returns if opened or partly used unless there is a problem or fault with the product. Please return items to the following address: P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT |
| RKW | Please contact our Customer Service team to arrange a return |
| Robbie Toys | Returns must be made unused and still boxed. Please return items to the following address: Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ |
| Rock Luggage | Please return items to the following address: 24 Wadsworth Road, Greenford, Middlesex, UB6 7JD |
| Rockport | Please return items to the following address: Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG, United Kingdom |
| Sabichi Homewares Limited | Please contact our Customer Service team to arrange a return |
| S Green & Sons | Please return items to the following address: 20 Commercial Rd, London, N18 1TP |
| Searchlight Electricals | Please return items to the following address: Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester, M40 2BS |
| Second Chance Ltd | Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT |
| Shankar UK Ltd | Please return items to the following address: Shankar UK, 63 Major Street, Wolverhampton, WV2 2BL |
| Shire Garden Buildings | Returns can only be accepted for goods that remain in their original, unused condition such a unassembled, and not treated by the customer. Returns must be requested within 14 days and be able to be collected from the front of the delivery address. Please return items to the following address: Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJ |
| Snowtime | Please return items to the following address: Trans-Continental Group Ltd (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QE |
| Sofa.com | Please contact Sofa.com to arrange a return |
| Spencer Grace | For Zinc products, the manufacturer must be contacted for repairs and replacements of faulty products. 0800 731 0006 [email protected] Please return items to the following address: Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DY |
| Spicers Of Hythe Limited | Items are non-returnable as they are perishable, if an item is damaged or lost, refund or replacement can be arranged by contacting Customer Service. |
| Threadbare | For hygiene purposes we cannot accept returns of underwear, all swimwear must have their hygiene strip attached. Please return items to the following address: Dimensions, 1 Glenburn Road, East Kilbride, G74 5BA |
| Turner Bianca PLC | Please return items to the following address: Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJ |
| Tyrone Textiles | Curtains must be new, unused and not altered and returned with original packaging. Any curtains with pencil pleat heading the tape must not be pulled otherwise they cannot be accepted for a refund. Please return items to the following address: 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN |
| Valbonne Lingerie | Returns are only accepted if unworn and in original packaging. Please return items to the following address: 54/56 Stocks Street, Cheetham Hill, Manchester, M8 8QJ |
| VeloBrands | Please return items to the following address: VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF |
| Vantona Home LTD | Please return items to the following address: Unit 8a, Newby Road, Hazel Grove, Stockport, SK7 5DA |
| Virgin Experience Days | For items purchased online please contact Customer Services stating your intent to cancel your voucher, including your Order Number starting HOF as well as your 8-digit VED Voucher Serial Number starting C. You can find your Order Number on your HOF order confirmation email and your VED Voucher Serial number on your physical voucher or your digital e-voucher sent to your email address. |
| Watch Shop | Please return items to the following address: SDK Returns, PO BOX 8174, Reading, Berkshire, RG6 9PE, United Kingdom |
| WeeRide UK | Please return items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD |
| Welcome Furniture Limited | Please contact our Customer Service team to arrange a return |
| Weybury Hildreth Limited | Please contact our Customer Services team to regarding faulty returns. Otherwise, please return items to the following address: Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZ |
| YouGarden | Please contact our Customer Service team to arrange a return |
| ZyroFisher | Please return items to the following address: ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR |
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Send feedbackPlease find download links for our product DOCs here.
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Send feedbackAll fur, whether sourced from the wild or from fur farms must be responsibly sourced.
If sourced from fur farms then the supplier must have a recognised EU accreditation in place that can identify:
The accreditation should come from local and national authorities in the country of origin.
Tags evidencing the certification should be displayed on all garments containing fur.
Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.
If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.
No fur should ever be sourced from endangered or threatened species.
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Send feedbackAs of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.
The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.
Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.
The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.
So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.
PEGI RATING | DESCRIPTION |
 | The content of games with a PEGI 3 rating is considered suitable for all age groups. The game should not contain any sounds or pictures that are likely to frighten young children. A very mild form of violence (in a comical context or a childlike setting) is acceptable. No bad language should be heard. |
 | Game content with scenes or sounds that can possibly be frightening to younger children should fall in this category. Very mild forms of violence (implied, non-detailed, or non-realistic violence) are acceptable for a game with a PEGI 7 rating. |
 | Video games that show violence of a slightly more graphic nature towards fantasy characters or non-realistic violence towards human-like characters would fall in this age category. Sexual innuendo or sexual posturing can be present, while any bad language in this category must be mild. |
 | This rating is applied once the depiction of violence (or sexual activity) reaches a stage that looks the same as would be expected in real life. The use of bad language in games with a PEGI 16 rating can be more extreme, while the use of tobacco, alcohol or illegal drugs can also be present. |
 | The adult classification is applied when the level of violence reaches a stage where it becomes a depiction of gross violence, apparently motiveless killing, or violence towards defenseless characters. The glamorisation of the use of illegal drugs and of the simulation of gambling, and explicit sexual activity should also fall into this age category. |
 | In addition to the numerical PEGI ratings, you will also see the "Parental Guidance Recommended" rating for some non-game apps, introduced by PEGI for storefronts that use IARC. This serves as a warning that these apps can offer a broad variety of user generated or curated content. Typically, this applies to products such as Facebook, Twitter or YouTube. |
Content Descriptors
PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.
CONTENT DESCRIPTOR | DESCRIPTION |
Violence  | The game contains depictions of violence. In games rated PEGI 7 this can only be non-realistic or non-detailed violence. Games rated PEGI 12 can include violence in a fantasy environment or non-realistic violence towards human-like characters, whereas games rated PEGI 16 or 18 have increasingly more realistic-looking violence. |
Bad Language  | The game contains bad language. This descriptor can be found on games with a PEGI 12 (mild swearing), PEGI 16 (e.g. sexual expletives or blasphemy) or PEGI 18 rating (e.g. sexual expletives or blasphemy). |
Fear/Horror  | This descriptor may appear as 'Fear' on games with a PEGI 7 if it contains pictures or sounds that may be frightening or scary to young children, or as 'Horror' on higher-rated games that contain moderate (PEGI 12) or intense and sustained (PEGI 16) horror sequences or disturbing images (not necessarily including violent content). |
Sex/Nudity  | This content descriptor can accompany a PEGI 12 rating if the game includes sexual posturing or innuendo, a PEGI 16 rating if there is erotic nudity or sexual intercourse without visible genitals or a PEGI 18 rating if there is explicit sexual activity in the game. Depictions of nudity in a non-sexual context do not require a specific age rating, and this descriptor would not be necessary. |
Drugs  | The game refers to or depicts the use of illegal drugs, alcohol or tobacco. Games with this content descriptor are always PEGI 16 or PEGI 18. |
Gambling  | The game contains elements that encourage or teach gambling. These simulations of gambling refer to games of chance that are normally carried out in casinos or gambling halls. Some older titles can be found with PEGI 12 or PEGI 16, but PEGI changed the criteria for this classification in 2020, which made that new games with this sort of content are always PEGI 18. |
Discrimination  | The game contains depictions of ethnic, religious, nationalistic or other stereotypes likely to encourage hatred. This content is always restricted to a PEGI 18 rating (and likely to infringe national criminal laws). |
In-Game Purchases  | The game offers players the option to purchase digital goods or services with real-world currency. Such purchases include additional content (bonus levels, outfits, surprise items, music), but also upgrades (e.g. to disable ads), subscriptions to updates, virtual coins and other forms of in-game currency. |
Online Gaming  | These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity. |
Paid Random Items  | This content descriptor is sometimes accompanied by an additional notice if the in-game purchases include random items (like loot boxes or card packs). Paid random items comprise all in-game offers where players don't know exactly what they are getting prior to the purchase. They can be purchased directly with real money and/or exchanged for an in-game virtual currency. Depending on the game, these items may be purely cosmetic or they may have functional value. The notice is always displayed underneath or near the age label and content descriptors. |
To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.gamesratingauthority.org.uk.
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Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Contact details for Complete Savings:
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.
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When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.
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