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Orders & Payments
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Placing Orders
Placing OrdersHow do I apply a discount code?
If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’.
If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:
Any other codes need to be added in the payment section. 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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What payment options are accepted?We accept most well known payment methods:
- Alipay
- American Express (AMEX)
- Apple Pay
- Bancontact
- Gift Cards
- Giropay
- iDEAL
- Maestro
- Mastercard
- P24
- PayPal
- SOFORT
- VISA
- VISA Debit
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
If you're using a gift card or eVoucher and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
If you're using a gift card or eVoucher and you don't spend the whole amount, the remaining balance will be stored on that gift card or eVoucher.
You can't buy gift cards or eVouchers using gift cards or eVouchers as a payment option.
You can still pay using a gift card or eVoucher when using a promotional code.
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What is payment authentication?Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
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Payment issuesIf you are getting error messages when making a payment using a card, please check the following:
- The address registered on your card matches the billing address in My Account/on your order
- You are entering the card details correctly e.g the expiry date and security code from the back of your card
- Has your bank declined the payment, you will need to contact your card provider as they will have more information.
- Try using a different card or payment method.
Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:
- The error message you are seeing
- A description of the problem
- What payment method you are trying to use
- What the products are you’re trying to purchase
- What internet browser you are using or if you are using our app
- Any other details that could be useful
Please note: If you are experiencing problems whilst using PayPal or Frasers Plus to make a payment, you will need to contact them directly.
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Why is my bank showing two charges for my order?We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days.
In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
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Can I use my gift card or eVoucher online?Yes, Gift cards and eVouchers can be used online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
You can use the full or part balance of your gift card. Any remaining value will be stored on the gift cards or eVouchers. You can also use your gift card or eVoucher as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards and eVouchers cannot be used to buy further gift cards.
- Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
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Can I use my credit note online?Yes, credit notes can be used online.
You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
Here are some further terms and conditions around our credit notes;
- Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards and eVouchers cannot be used to buy further gift cards.
- Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
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Can I cancel or make changes to my order?I need to cancel my order
Once you've placed your order, it immediately begins processing through the system so that we can get it to you as fast as possible.
Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service so we can check this further for you.
If your order has already been shipped or started going through our automated fulfilment process, we will not be able to cancel it for you. Please refer to our returns policy for details on how to return your order once received.I need to change the address
We cannot change your delivery address once your order is placed. If you're concerned about being unavailable, some delivery partners may leave your parcel with a neighbour or in a safe location. Use the ‘Click to track order’ button in your ‘Order shipped’ email to check if these options are available.
If you can no longer access the address you chose, please contact Customer Service and we will ask our delivery partner to return your order back to us for a full refund. Please note, if this is possible, it can take up to 14 days. If you still want your order, you will need to place it again as we can only ship to the address entered at checkout.I need to change my order
Once an order has been submitted, we cannot make any changes to it, this includes:
- Adding or removing items
- Changing colours or sizes
- Changing the delivery options
- Applying promotional discounts
- Changing the email address entered for this order
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Apply Gift Card, eVoucher or Credit NoteLove2Shop 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-
- Login to Manage My Account
- Select Exchange
- Select the value(s) and quantity and use the value on your Love2shop Gift Card to buy Flannels eVouchers.
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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Where do I find my voucher code and pin?eVoucher
If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:
If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.Did you find this article helpful? Yes No
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Why is the item price different to what I was expecting?You may be looking at a promotion price that has since expired.
For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..
Additionally, please note that some products feature different pricing per size / colour / style etc.
Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.
We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.
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How do I check the balance on my Gift Card or eVoucher?To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Check remaining balance’, you will then be able to see your balance.
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I'm experiencing problems with my gift card or eVoucherIf you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
- The website crashing on a previous checkout attempt.
- If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.
Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. 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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Do you offer Student or Blue Light discounts?We don't directly offer these services, but sometimes they are available via third party companies such as Unidays or Blue Light. We would recommend you search for us directly on those platforms for further clarity and support as these codes are managed externally, and their terms and conditions can be found on the respective discount provider’s website.
For any issues related to third-party discount codes, we recommend reaching out directly to the discount provider for further support. To ensure you have the most accurate information, we also suggest searching for our offers directly on these platforms.
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Completed Orders
Completed OrdersI've received the wrong item
If the item you received differs to what you ordered or expected:
For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.
When contacting us, please also provide a clear image showing the tags and product code so we can better help you.
Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.
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My item is faultyIf 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.
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I'm missing an item from my orderWe’re sorry there’s items missing in your order.
Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
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Why have you cancelled my order or item?You're order may have been cancelled due to one of the following reasons:
- The items are out stock when it comes to packing your order
- The items are not available for shipping out of the UK
- The billing address doesn't match the details your payment provider has on records.
You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared.
Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item comes back in to stock after the sale has ended.
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My order has been cancelled, but it appears that I have still been chargedIf your order has been cancelled, you will be refunded to your original method of payment within 2-5 working days.
The time might depend on your banks processes.
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I haven’t received my gift cardPlease check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
If you still can’t find it, please contact us and we will be happy to help.
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My item is incomplete or missing partsWe're sorry to hear there is a problem with your item.
Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
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How can I get a VAT receipt?VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.
If you haven't received this email, please check your junk folder.
How do I view my previous invoices online?
If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders.
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When will I receive my Pre-order item?Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date.
Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.
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I'm trying to return my order, but it's saying my order isn't foundWe're aware there are delays with some customer orders not yet showing on our returns portal. The error may look similar to this:
If your order was shipped in the last few days and you’re seeing this error – we would recommend you check back in a couple of days and try again. Your order will appear, it’s just taking a few days longer than normal.
Our Customer Service teams are also impacted by the same delay so are also unable to schedule a return which is experiencing this problem.
Please be assured our technical teams are working on fixing this issue. Sorry for any inconvenience.
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Placing Orders
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Returns & Refunds
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Returns
ReturnsI need to return an item bought online
You have 28 days
to return your itemYou pay from £4.99 per return Once returned, allow
14 days to be refundedReturning an item shipped by a Brand Partner?Please visit our Brand Partner Returns article as different instructions for return may be required.Items shipped by a Brand Partner will look like this on your emails:
How to return an online order
1 Securely repack your items so they are safe for shipping. Items must have not been used, worn, or washed & must be in a resalable condition, in their original packaging with all tags attached. 2 Press the 'START A RETURN' button & login to the returns portal with your order number and email address. 3 Follow the steps on the returns portal to schedule your return and generate your returns label. This will also provide instructions on what to do next. 4 Return your parcel & allow 14 days for your return to be processed. We'll automatically keep you updated via email. Other important information related to returns
- If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.
- For items that do not fit, or other 'change of mind' scenarios, you will need to cover the return cost. Our Customer Service team will not be able to offer a free return service for you.
- Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option.
- Returns are processed on a per-order basis, so if you are trying to return multiple orders, please return them separately to avoid issues or delays with processing.
- All returns are inspected upon receipt. Our team can reject and return a product if it is identified that the product has been abused.
- 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 with 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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Can I exchange an order?No, we do not exchange items.
In the event you change your mind, you may be able to return an online item for a full refund. Please check our policies for further information.
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Can I return more than one order in the same parcel?No. 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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I'm experiencing issues using the returns portalI'm struggling to login
We're sorry to hear you are experiencing problems with our returns portal, please see below for some suggestions that should help:
- Are you entering the correct order number - You can find your Order Number on the emails we send to you. It may look like this: EXAMP0000000123456
- Are you entering the correct email address or last 4 digits of the telephone number you used to place this order
- Check there are no spaces before or after the order number, email address or last 4 digits of the telephone number
- Is your order still within the 28 days return period? This starts from when you received your order
I can't download my returns label
- If you are using a mobile phone, please check your phone has received the latest updates
- If you are having difficulties opening the file, you may need to enable pop ups in your browser. If you are still unable to download your label a copy will also have been sent to your inbox
- If you haven't received your email containing the 'Order Label' please check your junk folder, the return label or QR code email will be sent from @returns.international
If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
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- If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.
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Returns
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My Account
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Technical Issues
Technical IssuesAdd to safe sender list
Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop-down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts list
Yahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.
AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts list
Google Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.
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I’m having problems signing in. What can I do?If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password.
If you don't have an account you can set one up. This means you have all your order history and details in one place.
If you're still having problems signing in to your account, please contact us and we'll be happy to help.
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I'm experiencing issues using the websiteYou can refer to the product page and press deliveries to see what options are available.
We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
- Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
- Clear your cache and cookies
- Deactivate any plugins
- Check your HTTPS settings
- Clear your temporary files
- Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
Some items cannot be delivered outside of the UK, if you see an error message saying 'The following products cannot be delivered to the country selected:' whist checking out, then we will not be able to proceed with your order. Please remove the item from your basket.
Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
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I'm experiencing issues with the AppWe'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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If you need to get in touch with the Customer Service team, press the 'Contact Us' button instead.
How do I change my details?Once you login to your account online, you'll be able to change some of your details including.
- First name
- Last name
- Telephone number
- Billing address
- Request shipping addresses
- Payment details
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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If you need to get in touch with the Customer Service team, press the 'Contact Us' button instead.
Tips for staying safe onlineOnline 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:
- Caution with links: Be cautious when clicking on links sent via email, text or on social media. If you’re unsure, visit their official app or by searching for their website through a trusted search engine.
- Social media: Before clicking, check if the page is verified by looking for the blue tick. Scammers often mimic official accounts, including logos and branding.
- Check URLs carefully: When making a payment or purchase, ensure the address bar shows a secure connection with a padlock symbol. This indicates the site uses encryption.
- Keep devices and apps updated: Regular updates fix security vulnerabilities and help protect your personal information.
- Enable two-factor authentication: Secure your accounts—especially email—by enabling two factor authentication. This adds an extra layer of security.
- Monitor account safety: Use services like Have I Been Pwned ( https://haveibeenpwned.com/ ) to check if your online accounts have been compromised, and take prompt action if needed.
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:
- Avoid common choices: Don’t use “password,” “123456,” or similar easy-to-guess options.
- Avoid personal details: Avoid using information like pet names, family names, or birthdays that might be discoverable online.
- Consider a password manager: These tools securely store and manage your passwords, helping you use unique ones for every account.
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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If you need to get in touch with the Customer Service team, press the 'Contact Us' button instead.
What to do if you’ve been targeted by a scamIf 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:
- Report the Scam: Contact Action Fraud ( https://www.actionfraud.police.uk/ ) and notify your bank, especially if financial information has been shared.
- Flag the scam online: If the scam site is on social media, report it through the platform’s tools and consider leaving a warning comment to alert others.
- Check account security: Use Have I Been Pwned ( https://haveibeenpwned.com/ ) to identify if any of your accounts have been compromised. Update your passwords immediately if necessary.
- Change passwords: Protect your other accounts by changing passwords, especially for any accounts where the same details may have been used.
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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Technical Issues
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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 Service.
The following definitions are used in these terms:
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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 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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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 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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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
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 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 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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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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USER GENERATED CONTENTDid you find this article helpful? Yes No
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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 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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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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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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PRODUCTS NOT ELIGIBLE FOR RETURNUnless they are defective, faulty or damaged, you may not cancel or return any of the following items:
- Deposits;
- Magazines;
- Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
- Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
- Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
- Any computer games where the seal on the wrapping has been broken; and
- Any items that have been inseparably mixed after delivery.
Refunds will only be offered in accordance with your statutory rights (which remain unaffected).
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OFFERS, PROMOTIONS AND COMPETITIONSWe 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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PARTNER PROGRAM PRODUCT TERMSWhen you select a product on the Website that will be delivered to you directly by a Brand Partner (as shown in the table below), you will be notified of this ahead of your purchase.
- 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.
Select a Brand Partner:
3P Enterprise
Brand Partner Returns Address
3P Enterprise Ltd, Unit 5, Plot 8, Forest of Dean Industrial Estate, Stepbridge Road, Coleford, Gloucestershire, GL16 8PJ4 Down Distribution
Brand Partner Returns Address
4Down Distribution Ltd, Unit 6 Northridge Business Park, Haywood Way, Hastings, East Sussex, TN35 4PPAce Casual
Brand Partner Returns Address
Ace Casual, Bradford Road, Brighouse, HD6 4DJAce Supply Co, The
Brand Partner Returns Address
Warehouse, Unit A3/4 Southmoor, Industrial Estate, Southmoor Road, Wythenshawe, Manchester, M23 9XDActivity Superstore
Brand Partner Returns Address
TAS (Studio Returns), Freepost RTZB-RRJT-ULYS, 1st Floor, 41-45 High Street, Saffron Walden, CB10 1ARAgent Provocateur
Brand Partner Returns Address
Agent Provocateur Returns, C/O Amethyst Group, Lodge Road, Staplehurst, Kent, TN12 0QNAlan Symonds & Company
Brand Partner Returns Address
Alan Symonds & Company Limited, Westminster House, Bakewell Road, Orton Southgate, Peterborough. PE2 6WAAllison Baby
Brand Partner Returns Address
Allison Baby UK Ltd, Unit 15-17 Canal View Business, Wheelhouse Road, Rugeley, Staffordshire, WS15 1UY, GBA-Mir & Co
Brand Partner Returns Address
Amir, Amir House, Taylors Lane, Oldbury, B69 2BNArora Design
Brand Partner Returns Address
Arora Design LTD, Buccleuch Mills, Langholm, Dumfriesshire, DG13 0EBAspire Furniture
Brand Partner Returns Address
Aspire Furniture, Units 3 & 4 Modern House, Summer Lane, Barnsley, S70 2NPAye Do
Brand Partner Returns Address
13 Murieston Green, Murieston, Livingston, EH54 9EQBabymore
Brand Partner Returns Address
Unit C2, Zenith Industrial Estate, Paycocke Road, Basildon, Essex, SS14 3DWBaker & Taylor
Brand Partner Returns Address
Baker & Taylor UK Ltd, Unit 13 Empire Road, Bicester, OX26 2FLBeam Furniture
Brand Partner Returns Address
Studio Returns, Beamfeature Distribution, Lidice Road, Goole, DN14 6XLBenross Marketing
Brand Partner Returns Address
Benross Marketing Ltd 22 Goodlass Road, Liverpool, L24 9HJBio Synergy
Brand Partner Returns Address
Bio-Synergy Ltd, 469 Finchley Road, London, NW3 6HSBirlea Furniture
Brand Partner Returns Address
Birlea Furniture Ltd Unit 6a-1 West Meadow Rise, Derby, DE74 2HLBlue Stem Group
Brand Partner Returns Address
38 Bluestem Road, Ransomes Industrial Estate, Ipswich IP3 9RRBoxer
Brand Partner Returns Address
Boxer Gifts, Swinnow Lane, Leeds, LS13 4BSBrakeburn
Brand Partner Returns Address
Jackson Distribution Ltd, Main Warehouse, 1 Willis Way, Poole BH15 3SSBunty Pet Products
Brand Partner Returns Address
Unit 1 St Mary's Industrial Park, Talbot Road, Newton, Hyde, SK14 4HNCarte Blanche Greetings
Brand Partner Returns Address
Carte Blanche Greetings Ltd, Unit 3, Chichester Business Park, Tangmere, Chichester, West Sussex, PO20 2FTCascade Holdings
Brand Partner Returns Address
Cascade Holdings Ltd, Gorse Mill, Gorse Street, Chadderton, Oldham, OL9 9RJCharacter World
Brand Partner Returns Address
Character World Brands, Unit 1 Oak Green, Stanley Green Business Estate, Cheadle, SK7 6QLCharles Bentley
Brand Partner Returns Address
Factory Outlet, Charles Bentley and Son Ltd, North Road, Loughborough, LE11 1QJChicken Cyclekit
Brand Partner Returns Address
Chicken CycleKit, Unit B2 Cherrycourt Way, Leighton Buzzard, Bedfordshire, LU7 4UHClair De Lune
Brand Partner Returns Address
Clair De Lune, Shentonfield Road, Sharston Ind Est, Manchester, M22 4RWComfy Living
Brand Partner Returns Address
Comfy Living LTD, Unit 8, Briarwood Business Park, Commerce Way, Highbridge, Somerset, TA9 4AGComfy Quilts
Brand Partner Returns Address
Comfy Quilts, Hanson Point, Hanson Close, Middleton, Manchester, M24 2HDCrafters Companion
Brand Partner Returns Address
Crafters Companion. St Cuthbert’s Way, Aycliffe Business Park, Newton Aycliffe. DL5 6XWCreate Your World
Brand Partner Returns Address
Create Your World Ltd, Units 4-6 Deneside Business Park, Wolsingham, Bishop Auckland, Co Durham, DL13 3BFCroydex
Brand Partner Returns Address
Croydex, Central Way, Andover Hampshire, SP10 5AW, UKCube / One Way Bikes
Brand Partner Returns Address
CUBE Store, Dobbies Garden Centre, Bath Rd, Gloucester GL10 3DPDezac
Brand Partner Returns Address
The Dezac Group Ltd , Returns Department , Longhope Business Park , Monmouth Road, Longhope , GL17 0QG.Digitek Trading
Brand Partner Returns Address
Digitek Trading Ltd, (S001 Returns), Unit 3 Rinus Business Park, Darwen, Lancashire, BB3 2QXDimension 6 Fitness
Brand Partner Returns Address
Nike Strength- PDS Direct, Halfords Lane units 1-7, West Midlands, B71 4LFDownland Bedding
Brand Partner Returns Address
Downland Bedding Co. Ltd, 23 Blackstock Street, Liverpool, L3 6ERDreams 'n' Drapes
Brand Partner Returns Address
JRS Online Returns, Unit 1-2 Cleggs Lane, Industrial Site, Ravenscraig Road, Little Hulton, Manchester M38 9PUDT Global / Scent Global
Brand Partner Returns Address
Unit 6, Dallas Court, Salford, M50 2GFElectric Incentive Company, The
Brand Partner Returns Address
RETURNS, Unit 12, Sixth Avenue Business Park, Bluebridge Industrial Estate, Halstead, CO9 2GUEndura
Brand Partner Returns Address
3P Enterprise Ltd, Unit 5, Plot 8, Forest of Dean Industrial Estate, Stepbridge Road, Coleford, Gloucestershire, GL16 8PJEPE International
Brand Partner Returns Address
EPE International Ltd, Belfry House, Roydsdale Way, Bradford, BD4 6SUEskuta
Brand Partner Returns Address
Unit 5 Bermuda Innovation Centre, st Davids Way, Nuneaton, CV107SDEsselle Retail
Brand Partner Returns Address
Arthouse c/o Sambro International, Hardys Gate, Dumers Lane, Bury, BL9 9UEEuropean Merchandising Services
Brand Partner Returns Address
ATL FULFILMENT - Unit 7a Moorland Gate Business Park, Cowling Road Chorley, Lancashire, PR6 9FEEurosonic
Brand Partner Returns Address
ESG, Sambro (Goods Out Bay 5) Dumers Ln, Bury, BL9 9UEExposure Lights
Brand Partner Returns Address
Ultimate Sports Engineering, Unit 4 Bury Mill Farm, Pulborough RH20 1NNExtra UK
Brand Partner Returns Address
Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XFFirelog
Brand Partner Returns Address
Returns Dept at Studio, Willowtree Marina, West Quay Drive, Hayes, Middlesex, UB4 9TAFit @ Home
Brand Partner Returns Address
HOMYLIN LIMITED, First Point Business Park, Woodfield Way, Doncaster, DN4 5JPFizz Creations
Brand Partner Returns Address
Fizz Creations, 6 Commerce Way, Lancing, BN15 8TAGablemere
Brand Partner Returns Address
Gablemere Ltd, Unit 15 / 16 Finepoint Way, Kidderminster, Worcs, DY11 7FBGAME
Brand Partner Returns Address
To initiate a return, please use the returns portal.Gardeco
Brand Partner Returns Address
Gardeco Warehouse, Units 7 & 8, Gemini Business Park, Stourport Road, Kidderminster, DY11 7QLGardiner Bros
Brand Partner Returns Address
Gardiner Bros & Co Unit 4, St Modwen Park, Quedgeley, Gloucester, GL10 3EZGem Order
Brand Partner Returns Address
Gem Order Limited, 5B The Courtyard, Reddicap Trading Estate, Sutton Coldfield, Birmingham, B75 7BUGet The Label
Brand Partner Returns Address
Returns Department, GET THE LABEL, 22 Leacroft Road, Birchwood, Warrington, WA3 6PJGift Republic
Brand Partner Returns Address
Unit 1-5 Macrome Road, Wolverhampton, WV6 9HGGordon John Textiles
Brand Partner Returns Address
GJT Ltd, Springwell Mill, Church Street, Heckmondwike, WF16 0LFGraham & Brown
Brand Partner Returns Address
Shuttleworth Mead Distribution Centre, Unit 7, Padiham, Lancashire, BB12 7NGGrange Communications
Brand Partner Returns Address
Grange Communications, 22 Great king Street, Edinburgh, EH36QHGym Kit UK
Brand Partner Returns Address
GymKit UK, Unit 1, 130 Station Road, Whittlesey, Peterborough, PE7 2EYHalf Moon Bay
Brand Partner Returns Address
Half Moon Bay Ltd, Unit 9 Hercules way, Bower hill Industrial Estate, Melksham, SN12 6TSHigh Street TV
Brand Partner Returns Address
High Street TV Corby, PO Box 7903, CORBY, NN17 9HYHome Curtains UK
Brand Partner Returns Address
Home Curtains, Stoney Street , Sutton in Ashfield, Nottingham, NG17 4GHHY-PRO
Brand Partner Returns Address
Hy-Pro International Ltd, Unit 3, Holla Park, Houghton Regis, Dunstable, LU5 6TZIckle Bubba
Brand Partner Returns Address
Ickle Bubba, Atlantic House, Swansea, SA7 9FJ.IGSM
Brand Partner Returns Address
1 Dewar Court, Astmoor, Runcorn, WA71PTIn the Style
Brand Partner Returns Address
Heywood, Charles House, Pilsworth Road, Heywood, OL10 2TAInternational Bullion & Metal Brokers
Brand Partner Returns Address
PO Box 64378, London, EC1P 1NEI-Ride
Brand Partner Returns Address
Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4ELJ & R Sports
Brand Partner Returns Address
SDMP Customer Service, C/O J & R Sports Limited, Unit 4 Vesty Business Park, Vesty Road, Aintree, Merseyside, L30 1NYJohn Cotton Group
Brand Partner Returns Address
John Cotton Group Limited, Low Mill Lane, Ravensthorpe, WF13 3LXJon Richard
Brand Partner Returns Address
Jon Richard, Tilson Road, Manchester, M23 9GFJS International
Brand Partner Returns Address
JS International Ltd, Unit B 3 Regal Way, Watford, WD24 4YJJVL
Brand Partner Returns Address
JVL – Goods In, Orchard Business Park, Mytholmroyd, HX7 5HZKandy Toys
Brand Partner Returns Address
KandyToys (Returns), Hill Barton Business Park, Sidmouth Road, Exeter, Devon, EX5 1DRKidderminster Footwear
Brand Partner Returns Address
Kidderminster Footwear, New Road, Kidderminster, Worcestershire, DY10 1ALKipfold
Brand Partner Returns Address
Kipfold Ltd, Cheetwood House, Cheetwood Road, Manchester, M8 8AQLakeland Fabrics
Brand Partner Returns Address
Lakeland Fabrics Ltd, Sopers, 1-3 Wood St, St Annes, Lancashire, FY8 1QSLassic
Brand Partner Returns Address
Returns Department, Lassic Ltd, Dawson Lane, Bradford, BD4 6HNLeeds Plywood & Doors
Brand Partner Returns Address
LEEDS PLYWOOD & DOORS LTD, Midland Road, Leeds, LS10 2RJLevitex
Brand Partner Returns Address
Greenheys, Pencroft Way, Manchester, M15 6JJLifetime Brands
Brand Partner Returns Address
Lifetime Brands Europe Ltd, The Hub, Nobel Way, Birmingham, United Kingdom, B6 7EULiving & Home
Brand Partner Returns Address
Wenrit Global Ltd, Unit 1-3 Montague House, Mathews Street, Manchester, M12 5BBLuceco
Brand Partner Returns Address
Luceco UK Ltd, Stafford Park 1, Telford, Shropshire, TF3 3BDLucky Dip
Brand Partner Returns Address
Lucky Dip, Unit 1B Brunt Street, Mansfield, Nottinghamshire, NG18 1AXMad Group HQ, The
Brand Partner Returns Address
430 Enterprise Way, Vale Park, Evesham, Worcestershire, WR11 1ADMashco
Brand Partner Returns Address
Mashco Ltd, 17 Colonial Way, Watford, Hertfordshire WD25 7DUMelrose Textile
Brand Partner Returns Address
Melrose Interior, Park View Mills, Wibsey Park Avenue, BD6 3QAOriginal Metal Sign Company, The
Brand Partner Returns Address
The Original Metal Sign Co, Royd Way, Keighley BD21 3LGMerloni / Whirlpool / European Appliances
Brand Partner Returns Address
Please contact the Customer Service team for further assistance.Meroncourt Europe
Brand Partner Returns Address
Meroncourt Europe Limited, Unit 2A, Portland Industrial Estate, Arlesey, Bedfordshire, SG15 6SGMeyer UK
Brand Partner Returns Address
Meyer Group Limited, Wirral International Business Park, Riverview Road, Bromborough, Wirral, CH62 3RHModrec International
Brand Partner Returns Address
Modrec International Ltd, Gateway 2, Wesley Way, Benton Square Industrial Estate, Newcastle Upon Tyne, NE12 9TAMomentum Hyper
Brand Partner Returns Address
RideMinded UK, Alexandra House, 36a Church Street, Chelmsford, Essex, CM2 7HYMV Sports
Brand Partner Returns Address
3P Enterprise Ltd, Unit 5, Plot 8, Forest of Dean Industrial Estate, Stepbridge Road, Coleford, Gloucestershire, GL16 8PJMy Babiee
Brand Partner Returns Address
1 St. James Business Park, Henwood Ind. Estate, Henwood, Ashford, TN24 8DHNielsen Bainbridge
Brand Partner Returns Address
Nielsen Design Limited 27-30 Tradewinds, Diss Business Park, Diss, Norfolk, IP22 4GTNudea
Brand Partner Returns Address
Nudea Studio, Manor House, Church Road, Little Marlow, Buckinghamshire, SL7 3RZObaby
Brand Partner Returns Address
Obaby Limited, Kirton Business Park, Cleatham Road, Kirton in Lindsey, North Lincolnshire, DN21 4JROptima Manufacturing Jewellers
Brand Partner Returns Address
Optima Ltd, 124 Hockley Hill, Birmingham, B18 5ANOxford Products
Brand Partner Returns Address
Priority Return, Oxford Products Ltd, De Havilland Way, Witney, OX29 0YGPeers Hardy
Brand Partner Returns Address
Peers Hardy UK Ltd, Customer Services Dept, Unit 4, Precision House, Starley Way, Solihull, B37 7GNPersonalised Memento
Brand Partner Returns Address
Please contact the Customer Service team for further assistance.Pet Brands
Brand Partner Returns Address
Pet Brands, Paramount House, Gelderd Road, Birstall, Batley, WF17 9QDPhoenox Textiles
Brand Partner Returns Address
Phoenox Textile Ltd, Spring Grove Mills, Clayton West, Huddersfield, HD8 9HHPlum Play
Brand Partner Returns Address
Plum Products Ltd, Middle Street, The Cliff, Ingham, Lincoln, LN1 2YQPortmeirion
Brand Partner Returns Address
Portmeirion, PMG UK Returns, Trentham Lakes South, Stanley Matthews Way, Stoke on Trent, Staffordshire, ST4 8GRPremier Decorations
Brand Partner Returns Address
Premier Decorations Ltd, Premier House, Braintree Road, Ruislip, Middlesex, HA4 0EJPrestige Touch
Brand Partner Returns Address
Linmar House, East Portway Business Park, Andover, SP10 3LUProduct Care Group
Brand Partner Returns Address
Small Appliances: AP Taylor Ltd, 5 Arenson Centre, Arenson Way, Dunstable, Bedfordshire, LU5 5ULPure Electric
Brand Partner Returns Address
Unit 2, Cransley Park Way, Kettering, NN14 1EGRaleigh
Brand Partner Returns Address
FAO Returns Department, Raleigh UK Ltd, 136 Church Street, Eastwood, Nottingham, NG16 3HTRapport Home Furnishing
Brand Partner Returns Address
Rapport Home Furnishings Ltd, Unit 23 Cosgrove Way, Luton, LU1 1XLRashmian
Brand Partner Returns Address
Rashmian Ltd, Unit J Braintree Industrial Estate, Braintree Road, Ruislip, HA4 0EJRayware
Brand Partner Returns Address
Rayware Limited, DD Returns, Mayflower Avenue, Hunts Cross, Liverpool, L24 9BARewards & Gifts
Brand Partner Returns Address
P1 4&5, Heywood Distribution Park, Heywood, Lancashire, OL10 2TTRicomex UK
Brand Partner Returns Address
Cardinal C/O Ricomex UK Returns, 26 Sharston Road, Manchester, M22 4ZSRiva Home Ltd
Brand Partner Returns Address
Riva Paoletti Ltd Riva Home, Coal Road, Leeds, LS14 1PSRKW Electrical
Brand Partner Returns Address
RKW, Sutton House, Berry Hill Road, Fenton, Stoke on Trent, ST4 2NLRobbie Toys
Brand Partner Returns Address
Robbie Toys Ltd, Unit 1 The Lane, Manston Business Park, CT12 5EZ.Rock Luggage
Brand Partner Returns Address
24 Wadsworth Road, Greenford, Middlesex, UB6 7JSDRyder Imports
Brand Partner Returns Address
Ryder Hub, The Old Wagon Works, Mantle Lane, Coalville, LE67 3DWS Green & Sons
Brand Partner Returns Address
20 Commercial Rd, London, N18 1TPSW Living
Brand Partner Returns Address
SW Living Ltd, Asia Mill, Bradford Road, Bolton, BL3 2HESabichi Homewares
Brand Partner Returns Address
Priorswell Road, Worksop S80 2BYSearchlight Electricals
Brand Partner Returns Address
Searchlight Electric, 900 Oldham Road, Newton Heath, Manchester, M40 2BSSecond Chance
Brand Partner Returns Address
Units 1 – 4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RTShankar
Brand Partner Returns Address
Shankar UK, 63 Major Street, Wolverhampton, WV2 2BLShire Garden Buildings
Brand Partner Returns Address
Shire, Brigstock Road, Wisbech, Cambs, PE13 3JJSilverfish
Brand Partner Returns Address
Units 3a-3c Woodacre Court, Saltash Parkway Industrial Estate, Burraton Road, Saltash, Cornwall, PL12 6LSofa.com
Brand Partner Returns Address
Sofa.com, Unit 33-35 Fairview Industrial, Estate, Clayton Road, London, UB3 1AXSomething Different
Brand Partner Returns Address
Something Different Wholesale, Upper Fforest Way, Enterprise Park, Swansea, SA6 8PJSpencer Grace
Brand Partner Returns Address
Spencer Grace, C/O AM Fright, Unit 5 MIFT, Westinghouse Rd, Trafford Park, Manchester, M17 1DYSpicers of Hythe
Brand Partner Returns Address
Spicers of Hythe Ltd, Nest Road, Felling, Gateshead, Tyne & Wear, NE10 0ESSports Directory
Brand Partner Returns Address
Unit 5, Butterly Avenue, Questor, Dartford, Kent, DA1 1JGSweatband.com
Brand Partner Returns Address
Please contact the Customer Service team for further assistance.Team Tex
Brand Partner Returns Address
Merkan Transport, 33 Liliput Road, Brackmills, Northampton, NN4 7DTTee Zed Products
Brand Partner Returns Address
JAS Contract Logistics, Thurrock Distribution Centre, Unit A Dolphin Park, Dolphin Way, Thurrock, RM19 1NZThreadbare
Brand Partner Returns Address
Dimensions, 1 Glenburn Road, East Kilbride, G74 5BATranscontinental Snowtime
Brand Partner Returns Address
Trans-Continental Group Ltd, (behind Nutrition Group), Olympic Way, Off Clifton Road, Blackpool, Lancashire, FY4 4QETreat Republic
Brand Partner Returns Address
FAO Returns, Unit 2, 6 Greycaine Road, Watford, WD24 7GPTurner Bianca
Brand Partner Returns Address
Turner Bianca, Bell Mill, Claremont Street, Oldham, OL8 3EJTyrone Textiles
Brand Partner Returns Address
30-31 Riverwalk Business Park, Riverwalk Road, Enfield, EN3 7QNUltimate Home Living
Brand Partner Returns Address
Unit 5, Froxmer Street, Manchester, Gorton, M18 8EFUnited Wheels
Brand Partner Returns Address
Please contact the Customer Service team for further assistance.Unnu
Brand Partner Returns Address
UNNU Ltd, Unit B, Clifton Down Shopping Centre - Basement, Alma Vale Road, Bristol, BS8 2NNUpgrade Bikes
Brand Partner Returns Address
Upgrade Bikes, AB Star Road, Partridge, Green, West Sussex, RH13 8RAValbonne Lingerie / Cintamani
Brand Partner Returns Address
54/56 Stocks Street , Cheetham Hill , Manchester M8 8QJVantona Home
Brand Partner Returns Address
Unit 8a, Newby Road, Hazel Grove, Stockport SK7 5DAVelo Brands
Brand Partner Returns Address
VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NFVirginia Hayward
Brand Partner Returns Address
Please contact the Customer Service team for further assistance.Weeride
Brand Partner Returns Address
WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LDWeybury Hildreth
Brand Partner Returns Address
Weybury Hildreth, Bay 1, Building 47, Second Avenue, The Pensnett Estate, Kingswinford, West Midlands, DY6 7UZWhere's That From
Brand Partner Returns Address
1A Kent Street, Salford, M7 1UHWiddop Bingham & Co
Brand Partner Returns Address
Widdop & Co, Broadgate, Broadway Business Park, Chadderton, OL9 9XWilton Bradley
Brand Partner Returns Address
Frasers Returns, Wilton Bradley Ltd, Brooke House, Sabre Close, Heathfield Industrial Estate, Devon, TQ12 6TWYou Garden
Brand Partner Returns Address
You Garden RETURNS, Long Lane Nursery, Long Lane, Gedney Hill, Spalding, PE12 0PPZyro Fisher
Brand Partner Returns Address
Zyro Fisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0URDid you find this article helpful? Yes No
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Declaration of ConformityPlease find download links for our product DOCs here.
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Other Policies
Other PoliciesFur Policy
All 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 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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Guide To PEGI RatingsAs 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 RATINGDESCRIPTION 
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 DESCRIPTORDESCRIPTIONViolence
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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