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Personalisation
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Personalisation
PersonalisationHow do I add a personalised flag/colour/emoji to my boots?
To get started with personalisation, select your size then select the “Add Personalisation” option. From there, a dialogue box will open that allows you to customize your boots.
- To add a personalised name to your boots, type the name you require into the Letters’ text box. We accept up to a maximum of 5 letters. All text will be printed exactly as they are entered. Please ensure the spelling is correct. We are not able to edit or correct any items after your order has been placed.
- To add colour select the colour available from the drop down list. It is only possible to print one colour per pair of boots.
- To add a flag or emoji to your boots, select the option then choose from the from the drop down list. Printed flags do not qualify as a standalone item. Flags can only sit on a boot as an add-on to the personalised text option. We will print both boots with any text or flag in an appropriate position and any print work will be sure not to obstruct the performance of the boot in any way.
Please be aware that boots with such personalisation take an additional 24 hours processing time once you have received the confirmation of your order processed email. If the option of next day delivery has been selected you will still qualify for premium delivery service, however, the personalisation process will bring a 24-hour additional delay. Boots become non-returnable once personalised.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I add Premier/Football/SPFL League badges?There's nothing better than being able to represent the team that you love. With Sports Direct, you can add the official league badges to the sleeves of your teams t-shirt. They'll look just like the ones worn in the official matches.
1. To begin, pick the size of the t-shirt you require, then click on 'Pick a Player' or 'Choose your own' depending on your preference. The tab will then expand to show an example of your personalisation.
2. To add either one of the Premier, Football or SPFL league badges, click the box below your personalisation example image to opt for the badge you'd like on your t-shirt.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I add a personalised name/number?To get started with personalisation, select your size then click the 'Add Personalisation' button and a dialogue box like below will open.
- To add a personalised name to your shirt, pick a players name from the 'Pick a Player' options available or type the name your require into the 'Choose Your Own' tab option.
- To add a number, type your required number into the 'Number' text box.
We accept up to a maximum of 5 letters and numbers including spaces and we cannot personalise items with inappropriate words.
Please ensure the spelling is correct as we are unable to amend any orders once placed.
We try to maintain parity with league and club shirt designs. All large numbers on football shirts will feature their respective crest at the bottom of the digits (England, Premier League, Rangers, La Liga and SPL). All names on England, Premier League, La Liga, SPFL, Football League and International football shirts will be shown in CAPITAL LETTERS and will be displayed across the top of the back of the shirt in their respective style (Premier League, England, Scottish teams, La Liga club, football league styles for the championship/league one/league two teams) and various styles for other International teams.
For pre-printed shirts, there are no set squad numbers for any player, they are subject to change at any time. We cannot accept liability for changes to players' squad numbers on pre-printed shirts or bespoke personalised shirts.
All shirts that are being personalised are non-refundable and will take an additional 24 hours processing time after you have received your order processed email confirmation. If you have selected next day delivery you will still receive the premium delivery but with an additional 24 delay due to the personalisation process.
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Send feedbackThanks for the feedback. We will improve this article.How do I add mini numbers to the front of my shirt?Mini numbers are smaller digits that can be added to the front of your England shirt.
Please ensure your number(s) and size selection are correctly entered as products that have been personalised can only be refunded if they are found to be faulty.
Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.
All shirts that are being personalised are non-refundable and will take an additional 24 hours processing time after you have received your order processed confirmation email. If you have selected next day delivery you will still receive the premium delivery but with an additional 24-hour delay due to the personalisation process
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I personalise a trophy?We make it straightforward to personalise your trophies or awards with our personalisation service.
Type the text that you’d like to have appeared on the trophy in the text boxes provided and select the "Add to bag" option when complete.
The maximum characters we allow per line is 20 with a maximum of 3 lines in total. Spaces are counted as a character.
We cannot personalise items with inappropriate words.
Please ensure that, before you complete your order, chosen letters, wording, number(s) are correctly entered. Any products that have been personalised can only be refunded if they are found to be faulty.
All items that are being personalised will take an additional 24 hours processing time after you have received your order processed confirmation email. If you have selected next day delivery you will still receive the premium delivery but with an additional delay due to the personalisation process.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I return personalised items?All personalised items, including football shirts and boots, are non-refundable. They will take an additional 24 hours processing time after you have received your order processed email confirmation.
Any of our products that have been personalised can only be refunded if they are found to be faulty.
Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.My item has the wrong personalisationWe're sorry to hear there is a problem with your item.
In most cases, we will personalise the product to the specification you asked for when you placed the order. For orders placed online, we also send an order receipt email, which confirms the items ordered, alongside which personalisation details you provided. We would recommend you check this first during cases where the personalisation is not accurate on your product.
Due to the nature of personalisation, it is possible that mistakes could be made on rare occasions during the production process. If this is what has happened with your order, please contact our Customer Services team within 30 days of the parcel being delivered. We would also recommend you send a photo of the mistake to help us better understand the problem.
Please note: Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.
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Personalisation
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Returns & Refunds
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Returns
ReturnsExtended Christmas Returns Policy
We are happy to offer a refund for items purchased online, and a credit note for purchases made in-store after Tuesday 31st October 2023 returned unworn and in perfect saleable condition within their original packaging until Sunday 7th January 2024. Refunds and credit notes will only be offered in accordance with your statutory rights (which remain unaffected). Please retain the receipt as proof of purchase.
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Send feedbackThanks for the feedback. We will improve this article.Return Online - UKReturn your online order in a few easy steps. You have 28 days to return your order from the date it's delivered. Exclusions apply, please see our Returns Policy below for more details.
If your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.
Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
Securely repack your items.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.
Good to know...
- By choosing a paid service through our returns portal you will be provided with a tracked return service back to our warehouse.
- Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
- If you are using your own method of return, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.
RETURNS POLICY OVERVIEW
- Items must not be used, worn or washed
- Items must be in original packaging and all tags attached
- Personalised items will not be accepted unless the text is incorrect, or the item is faulty
- Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
- Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Return Online - Non UKReturn your online order in a few easy steps. You have 28 days to return your order from the date it's delivered. Exclusions apply, please see our Returns Policy below for more details.
If your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.
Securely repack your items.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.
Good to know...
- By choosing a paid service through our returns portal you will be provided with a tracked return service back to our warehouse.
- Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
- If you are using your own method of return, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.
RETURNS POLICY OVERVIEW
- Items must not be used, worn or washed
- Items must be in original packaging and all tags attached
- Personalised items will not be accepted unless the text is incorrect, or the item is faulty
- Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
- Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
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Send feedbackThanks for the feedback. We will improve this article.Return - Bought in storeTo return your item(s) bought in store for a credit note or where possible make an exchange, visit any Flannels store within 28 days of purchase.
If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.
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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Returns
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Site Policies
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Terms & Conditions
Terms & ConditionsWHO WE ARE
If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.
You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.
The following definitions are used in these terms:
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.PLACING AN ORDERADD TO BAG: Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Services who will be able to assist you with your order). Click 'Add to Bag'.
CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".
ACCOUNT/GUEST: Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to register for an account or to continue as a guest.
DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.
PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.
ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation).
ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.DESCRIPTION AND PRICING OF GOODSA description of the main characteristics and prices of goods are on the product pages of the Website.
For Customers based in the UK and the EU: the price includes all applicable taxes.
For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see Customs Charges and Import Duties for further details.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.
The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.
The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.DELIVERY AND RETURNSDelivery 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
Click Here to view our UK delivery options.
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.Delivery of pre-order Items
If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.
Split delivery
We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".
Cancellation period for online purchases
In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)
If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms.
For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at:
Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RYPlease 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:
- a repair; or
- a replacement; or
- a full refund.
The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.
Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
- keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
- return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).
If you think you have received a defective item, please return the items back to us including details where possible of:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- Whether you would prefer a refund or a repair or replacement
We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.
We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).
Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.
If you have a query about returning goods, please contact Customer Services.
Returns and exchanges for in-store purchases
For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.
If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.
The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.
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Send feedbackThanks for the feedback. We will improve this article.GENERALLimitation of liability
- The Seller shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of the Seller 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
- The Seller will not be liable for the following types of loss:
- loss of income or revenue; or
- waste of management or office time.
- Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
- death or personal injury caused by the Seller's negligence;
- fraud or fraudulent misrepresentation;
- any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
- defective products under the Consumer Protection Act 1987; or
- any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
- Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.
Events outside our control
- The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
- Strikes, lock-outs or other industrial action;
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
- Impossibility of the use of public or private telecommunications networks; or
- The acts, decrees, legislation, regulations or restrictions of any government.
- In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
- In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.
Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing.Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.WEEE Regulations
- The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
- The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
- The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
- Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
- Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
- Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
- We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
- For example, if a customer bought a new stopwatch/pedometer from us we would accept their stopwatch/pedometer and prevent it going into landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
- Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
- Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from the normal household waste so that they can be recycled.
Our right to vary these terms and conditions- The Seller reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from the Seller unless:
- any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
- the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.
Governing law and jurisdiction
- These terms and conditions are subject to English law.
- The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
- Nothing in these terms and conditions is intended to affect your statutory rights.
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Send feedbackThanks for the feedback. We will improve this article.COMPLAINTSWe take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.
To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.
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Send feedbackThanks for the feedback. We will improve this article.GIFT CARDSGift 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 feedbackThanks for the feedback. We will improve this article.FRAUD PREVENTIONTo help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.
The following documentation may be required to complete our due diligence checks –
Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)
Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)
Failure to comply with the verification checks will result in the order being cancelled
We reserve the right to cancel any order we do not believe to be genuine
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
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- Deposits;
- Magazines;
- Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
- Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
- Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
- Any computer games where the seal on the wrapping has been broken; and
- Any items that have been inseparably mixed after delivery.
Refunds will only be offered in accordance with your statutory rights (which remain unaffected).
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Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.
Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.
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BRAND
PARTNER PROGRAM PRODUCT RETURNS ADDRESS
The Ace Supply Co. Warehouse, Unit A3/4 Southmoor Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XD A Mir and Co Amir, Amir house, Taylors Lane, Oldbury, B69 2BN Activity Superstore Please contact our Customer Services team to arrange a return Agent Provocateur Please contact our Customer Services team to arrange a return Aspire Furniture Please contact our Customer Services team to arrange a return Birlea Furniture Limited Please contact our Customer Services team to arrange a return Boxer Boxer Gifts, Swinnow Lane, Leeds, LS13 4BS Browns Confectionary Please contact our Customer Services team to arrange a return Craghoppers Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
Dare 2B
Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
Designer Travel Goods Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
Dezac Ltd Please contact our Customer Services team to arrange a return Digitek Trading Ltd Please contact our Customer Services team to arrange a return Extra UK Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF Fizz Creations Fizz Creations, 6 Commerce Way, Lancing, BN15 8TA Gablemere Ltd Please contact our Customer Services team to arrange a return GAME
Returns Department - Game Retail Limited, Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ
Get The Label Returns department, GET THE LABEL 22 Leacroft Road Birchwood Warrington WA3 6PJ Gem Order Limited Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BU GFW Ltd Please contact our Customer Services team to arrange a return Gul
Gul Watersports Ltd., Stadium House, Aspen Way, Yalberton Industrial Estate, Paignton, Devon, TQ4 7QR
Home Curtains UK Home Curtains, Stoney Street, Sutton in Ashfield, Nottingham, NG17 4GH IGSM Ltd 1 Dewar Court, Astmoor, Runcorn, WA71PT International Bullion and Metal Brokers PO BOX 64378, LONDON, EC1NP 1NE I-Ride Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL Lassic Ltd Please contact our Customer Services team to arrange a return Levitex Greenheys, Pencroft Way, Manchester, M15 6JJ
Lloyd Pascal and Company Limited Lloyd Pascal, Elan House, Park Lane, Castle Vale, Birmingham, B35 6LJ Lucky Dip Ltd Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AX Meroncourt Europe Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SG Prestige Touch Please contact our Customer Services team to arrange a return Portmeirion Portmeirion, PMGUK Returns, Trentham Lakes South, Stanley Matthews Way, Stoke on Trent, Staffordshire, ST4 8GR Rashmian Ltd Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJ Regatta
Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY
Rewards and Gifts Ltd P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TT Ricomex UK Ltd Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZS Robbie Toys Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ Rockport Sports Directory, Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG
Sabichi Homewares Limited Please contact our Customer Services team to arrange a return S Green And Sons Limited 20 Commercial Rd, London, N18 1TP Sofa.com Please contact Sofa.com to arrange a return Spencer Grace For faulty Zinc products, contact on 0800 731 0006, or info@hy-pro.co.uk
Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DYSpicers Of Hythe Please contact our Customer Services team to arrange a return Tyrone Textiles 30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QN Valbonne Lingerie 54/56 Stocks Street, Cheetham Hill, Manchester, M8 8QJ VeloBrands
VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF
Virgin Experience Days Please contact our Customer Services team to arrange a return Watch Shop SDK Returns, PO BOX 8174, Reading, Berkshire, RG6 9PE, United Kingdom Welcome Furniture Limited Please contact our Customer Services team to arrange a return YouGarden Please contact our Customer Services team to arrange a return ZyroFisher ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR - When you purchase a Partner Program Product, the contract of sale is still between you and the Seller, and the Seller’s terms and conditions of sale will apply to this purchase, with the following differences:
- The Partner Brand will deliver Partner Program Product(s) direct to you from their warehouse.
- Partner Program Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available.
- Partner Program Product(s) will be sent separately from other items in your order.
- If you need to return a Partner Program Product, you must send this to the relevant returns address set out in the table above. Partner Program Products cannot be returned to stores.
- Returns for Partner Program Products are eligible for refund only, no exchanges are available.
- Gift cards cannot be used as a method of payment for Partner Program Products.
- Promotions and discount codes do not apply to Partner Program Products.
- In accordance with the Seller’s Privacy Policy, we will share details of your order with the Partner Brand to fulfil your order.
- Please also note the following additional terms, which are specific to GAME Partner Program Products only:
- You must be 12 or older.
- Certain GAME products are age restricted. Any product with a PEGI (Pan-European Games Information) rating will be clearly described as such on the product page for that item. For further information on age ratings, see the Video Standards Council Website, the PEGI website, or the Ask About Games Website. By placing order an order for the purchase of an age restricted products on this website, you confirm you are of the appropriate age to receive and view the specified certification of the title(s) so ordered. Any person ordering a product for a third party hereby certifies the intended recipient of the order is of the appropriate age to receive and view the specified certification of the title(s) so ordered. The Seller reserves the right not to supply any age-restricted product where it reasonably believed that you are below the relevant minimum age.
- We reserve the right in our absolute discretion to limit a specific product or products to one product per customer (which includes, but is not limited to, per postcode, per email and/or per payment method). Customers will be notified via the product display page or during check out, which product(s) these terms apply to. If we detect a breach or attempted breach of these terms, we may cancel the relevant order or orders for the limited item(s).
- You cannot redeem or earn GAME Reward or GAME Elite Reward points on Partner Program Products, and purchases of Partner Program Products will not appear in your GAME Reward account or your GAME Elite membership purchase history.
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Other Policies
Other PoliciesThird Parties
Third parties with whom personal information is shared on The Flannels Group Ltd. and Group websites.
Below is a non-exhaustive list of some of the key third parties with whom we may share your personal information in accordance with our privacy policy. This information will be updated from time to time:
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If sourced from fur farms then the supplier must have a recognised EU accreditation in place that can identify:
- The farm from which the fur is sourced.
- A high standard of rearing conditions for the animals.
- A high standard of farm hygiene.
- Evidence of robust feed management and environmental management.
The accreditation should come from local and national authorities in the country of origin.
Tags evidencing the certification should be displayed on all garments containing fur.
Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.
If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.
No fur should ever be sourced from endangered or threatened species.
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Please check this page for the latest information as we continue to follow the Government's roadmap out of lockdown and we look forward to welcoming you back to our stores.
In Store Safety
Since our stores were instructed to close, we have been working extremely hard behind the scenes to make sure that every one of our stores will be compliant with Government guidelines when we reopen.
All customers and staff members will be required to wear face coverings unless medically exempt.
We regret that fitting rooms will initially remain closed.
The safety and well being of our staff and customers remains our primary focus, and we have invested heavily to ensure social distancing and other recommendations will be followed. A dedicated, specialist team will be continually reviewing and, if necessary, adjusting all procedures once we re-open, so please be assured that we are doing all we can to protect you, your families and our in-store team.
Store Returns
To help at this uncertain time, we've extended our returns policy. We'll now be accepting late returns up to 28 days after stores reopen. This is subject to our usual exceptions. For more information about returns click here.
Shopping Online
You can still shop with us online and our home delivery services are running as usual.
Click & Collect deliveries are currently unavailable but will resume on Monday 3rd May.
British Forces Postal Office deliveries remain available.
European and International deliveries remain available.
Please check here for full delivery offer.
Customer Services
If you didn't find the answer to your query above, you can contact our customer service team here.
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The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.
Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.
The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.
So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.
Suitable for children aged 3 and over
Suitable for children aged 7 and over
Suitable for children and teens aged 12 and over
Suitable for teens aged 16 and over
Suitable for adults aged 18 and over
Content Descriptors
PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.
Violence - Game contains depictions of violence, including fantasy violence
Bad Language - Game contains language that some may find offensive
Fear - Game may be frightening or scary, particularly for younger children
Sex/Nudity - Game contains nudity and/or sexual references or behaviour
Drugs - Game refers to or depicts the use of drugs
Gambling - Games that encourage or teach gambling
Discrimination - Game contains depictions of, or material which may encourage, discrimination
Online gaming
These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity.
To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.videostandards.org.uk.
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Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pmDid you find it helpful? Yes No
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Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Contact details for Complete Savings:
- Visit www.completesavings.co.uk
- Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email customerservice@completesavings.co.uk
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.How do I contact Complete Savings or get more information about my membership?
- You can visit www.completesavings.co.uk. Here you can find more information about your membership.
- Call Complete Savings on 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email the Customer Service team on customerservice@completesavings.co.uk
- Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.
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Terms & Conditions