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Text Content

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HOW CAN WE HELP YOU?

* Orders & Payments
* Completed Orders
* Placing Orders
* Product Info
* Returns & Refunds
* Returns
* Refunds
* Our Services
* Frasers Plus
* My Account
* Getting Started
* Technical Issues
* Site Policies
* Terms & Conditions
* Other Policies
* Privacy and Cookies Policy
* Delivery
* Delivery Methods
* Delivery FAQs
* Contact Us

* Orders & Payments
* Completed Orders
Completed Orders
Wrong/Faulty item received

We’re sorry to hear there are issues with your order.

Please use our contact form and attach images of the wrong/faulty items and
we'll investigate this for you.

Thank you for your patience while we put this right.

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I'm missing item(s) from my order

We’re sorry there’s items missing in your order.

Before contacting our customer service team, please make sure to check your
emails as we will notify you if any items have either been dispatched
separately (if your order contains more than one item) or an item was out
of stock when packing.

If you look at your email and notice that there is a “0” in the quantity
column on your invoice, this means that we did not have the stock of the
item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't,
please get in touch with us. Be sure to include any information about which
item(s) you believe are missing, including what products you have already
received from your order.

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Why has my order/item(s) been cancelled?

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your
order, we need to cancel it.

An order will also be cancelled if the billing address details don't match
the details your bank has on record.

We send an email out to confirm the cancellation and you have not been
charged.

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My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original
method of payment within 3-5 days.

The time might depend on your banks processes.

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I haven’t received my gift card

Please check your or the recipient’s junk folder if you haven’t received
your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

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* Placing Orders
Placing Orders
What payment options are accepted?

We accept most well known payment methods:

* American Express (AMEX)
* Apple Pay
* Gift Cards
* Maestro
* Mastercard
* VISA
* VISA Debit
* VISA Electron

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

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

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

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

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

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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 issues

If you are getting error messages when making a payment, please make sure
you have entered all the details correct. You might want to contact your
bank to make sure there are no problems with your card.

If you’re 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

If your credit/debit card was declined, please check if your card has
expired or perhaps your billing address for the card is different from the
one you have on file with us.

Your card provider will have more information.

If you are using PayPal, please contact them directly.

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Why is my bank is 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 2-3 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 cancel or make changes to my order?

Once you’ve placed your order, the order starts going through the system
straight away, so that we can get it to you as fast as possible.

This means you can’t cancel your order or make changes to it. This includes
adding or removing items, changing colors or sizes, changing delivery
address, delivery option or email address on the order.

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Apply Gift Card, eVoucher or Credit Note

Select the items you wish to purchase and proceed to the checkout as
normal.

When in the payment stage of checkout you will need to click ‘use Gift
Card/eVoucher’ and follow the instructions.

If you wish to apply another voucher to the same order please follow the
above steps again.

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How do I apply a discount code?

Here are the steps to apply your promotional code or discount code to your
order.

1. Add your item(s) for the discount to your bag.

2. Select "View your bag" to make sure you're happy with your item(s) and
then select the "Secure Checkout" button.

3. Continue through the checkout process until you reach the payment page.

4. Under the list of payment options you will see an option to "Apply
Promotional/Discount Code":

Select this option, input your code and then select "Apply.”

If successful, you will see a discount applied to your order on the
right-hand side in the "Order Summary.”

Please note that terms and conditions apply to all of 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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* Product Info
Product Info
How do I find my size?

Sizes vary with different brands and styles.

We have a size guide that will show you clothing and footwear sizes to help
you make an informed decision about your purchase.

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Item out of stock?

Sometimes you need to be quick! We only show items on our website that are
in stock. Check back as we re-stock as well as getting new items regularly.

Our Customer Service team will not know if an item is coming back in stock.

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Is there a limit to how many products I can buy?

If you are buying large quantities of one particular product or we are
running low on the product that you are trying to buy, you will see the
following message:

You have requested quantities for a product that exceeds our stock level.
Please reduce the amount or remove the items and try again.

If you see this message, please reduce the quantity of items in your
shopping bag to continue with your purchase.

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Size Guide

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* Returns & Refunds
* Returns
Returns
Return Online - UK

You can now return your online I SAW IT FIRST 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 then please
contact our Customer Service team ahead of making a return.

START 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 fully 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.

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 (unless the hygiene sticker is still in place) 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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Return Online - Non UK

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

If your item is faulty, incorrect or exceeds 10kg in weight, please contact
our Customer Service team ahead of making a return.

If you've had items delivered to you from Adidas or Reebok, these should be
returned directly to the supplier. A pre-paid returns label will be
included in your order, please repackage your items and return them using
this label. If the label is missing, please contact our Customer Services
team. These items cannot be returned to store.

START 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.

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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Can I exchange an online 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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Can I return more than one order in the same parcel?

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

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* Refunds
Refunds
How will I receive a refund?

We try and process all returns as quickly as possible for you to get your
refund. You should receive a confirmation email within a week of having
returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you
placed the order.

If your order was paid part or in full by a gift card, the refund will be
issued as a gift card or evoucher up to the value of the gift card you
used.

We try and process all returns as quickly as possible for you to get your
refund. You should receive a confirmation email within a week of having
returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you
placed the order.

If your order was paid part or in full by a gift card, the refund will be
issued as a gift card or evoucher up to the value of the gift card you
used. At which point, any funds owed that are remaining will be refunded
onto the other payment methods used.

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Why have I been refunded for an item instead of it being exchanged?

When you send back an item for an exchange it depends on stock availability
at the time. If we don't have the item you want to exchange, we will
process a refund instead.

You should receive an email with the details of your return and if we are
providing you with an exchange or a refund.

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When will I receive a refund?

We try and process all returns as quickly as possible for you to get your
refund, but please give us 7 days to process your return. You should
receive a confirmation email when this is done. After this, it may take up
to another 7 days for the money to get back to your payment method, as this
depends on the banks' processes.

At certain times of the year, such as Christmas and public holidays, the
processing time may be longer.

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I can't see a refund on my bank statement

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

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* Our Services
* Frasers Plus
Frasers Plus
Do ISAWITFIRST Use Klarna?

I SAW IT FIRST don’t use Klarna as a method of payment, however with
Frasers Plus* you can Buy now. Pay later. Earn rewards. Using this payment
option enables you to pay in 3 monthly interest free payments. You can
control how you pay for every transaction on your Frasers Plus account
whilst earning exclusive rewards at the same time. If you’d like to find
out some more information then click HERE.

Should you still be unable to find an answer to your query you can submit a
request and a member of our specialist team will be happy to help

*Representative APR 39.9%. Credit subject to status.

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Query with Frasers Plus Credit Agreement

If you have any queries regarding your Frasers Plus Credit agreement, you
can find further information here

Should you still be unable to find an answer to your query, you can Submit
a request and a member of our specialist team will be happy to help.

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Frasers Plus Privacy Policy

You can find the privacy policy for Frasers Plus here.

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Query With Frasers Plus Points/Rewards

You can manage your points and rewards through the Frasers Plus App.

Details on how to collect points and exchange rewards can be found here

If you still require assistance with your query; please Contact Us.

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Frasers Plus Terms & Conditions

You can find the terms and conditions for Frasers Plus here.

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Complaints about your Frasers Plus Account

We are committed to providing you with the best experience possible but
appreciate that sometimes things can go wrong. If you have a complaint
about your Frasers Plus account, we recommend you firstly contact Frasers
Group Financial Services who provide and manage your Frasers Plus account.

We act as a credit broker and not a lender, and are an appointed
representative of GAME Retail Limited who are authorised and regulated by
the FCA (firm reference number: 652341).

If you have a complaint about how your finance was introduced then please
contact us directly and we will do everything we can to resolve the matter
promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including
deliveries, should be directed to our customer services team.

How to make a complaint about your Frasers Plus account?

Complaint type

Who should I contact?

My complaint is about:

* The Frasers Plus Account or App,
* Frasers Plus payment,
* Frasers Plus terms and conditions,
* Frasers Plus communications.

Frasers Group Financial Services – via:

* the Frasers Plus App Chat,
* e-mail customersupport@frasers.plus, or
* Contact us form

My complaint is about:

* Frasers Plus marketing,
* The actions of one of our colleagues in conversation about Frasers Plus.

I SAW IT FIRST- via:

* Webchat , or
* Email

What happens after I make a complaint?

* We take all complaints seriously and we will do everything we can to
resolve them quickly.
* We will acknowledge your complaint promptly and keep you updated. In
most cases, you’ll receive our final response within 8 weeks from
receipt of your complaint. If we’re unable to resolve your complaint
within 8 weeks, we’ll explain the reason why and tell you when we expect
to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t
received a response within 8 weeks of us receiving your complaint, then you
have the right to refer your complaint to the Financial Ombusdman Service
who offer a free and independent review service. You can contact them by
(1) (2) telephone: 0800 023 4567, or (3) by sending an email to
complaint.info@financial-ombudsman.org.uk. You'll need to contact them
within 6 months of receiving our final response email.

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* My Account
* Getting Started
Getting Started
How do I register for an account?

Register an account with us to get the benefit of having your orders and
order history in one place and you can take advantage of our expedited
check-out system.

When you create your account you can opt in to recieve our newsletters,
keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please click here.

Once you have followed the steps of setting up your account you can update
your details using the My Account section of our site. Here you can manage
your addresses, payment cards and keep an eye on your orders.

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How do I create or change my password

Register an account with us to get the benefit of having your orders and
order history in one place and you can take advantage of our expedited
check-out system.

When you create your account you can opt in to recieve our newsletters,
keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please click here. You
will be asked to create a password for your account.

If you already have an account with us but can't remember your password,
you can use the forgotten password link to re-set it by following the
steps.

You can manage your account and your password in the My Account section.

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How do I change details such as my payment/contact preferences?

You can manage your account and your password in the My Account section.

You can update how you want us to contact you under ‘Contact preferences’

You can update your payment details under ‘Manage cards’.

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How do I create or change my email address?

For our customers’ security we don’t allow change of email address.

If you need to use an alternative email address, we’d ask you to create a
new account.

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How do I buy online?

You can search for items in a few different ways, to then add them to your
shopping cart.

There's a search function at the top left of the website, look for the
magnifying glass icon, but you can also look through our different
categories for inspiration.

As you search your way through, you will see the different items found in
that search or under that category for you to make your selection around
colour, size and quantity before adding it to your basket.

When you're happy with your selection you can proceed to checkout where you
will select your preferred delivery option, make your payment and look
forward to receiving your items.

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How do I pre-order an item?

Sometimes we offer special products to pre-order, which gives you the
ability to order these items before their official launch or before stock
becomes available for everyone.

The pre-order item, along with any other items you have selected for that
order, will be processed for shipment once the stock becomes available.
This means the whole order is only shipped once the pre-order item is
available.

We show dates on the site for the expected available date for our pre-order
items, but they can change and should be taken as a guide. We will keep you
updated as soon as we send it out.

When you place an order with us, your bank will put an authorisation hold
of the amount against the order. This will show as a pending amount on your
statement.

We will only charge you once the order has dispatched.

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Unsubscribe/Delete Account

Having an account is free and enables you to shop easily without having to
enter your details each time. It also gives you an easy overview of your
order history.

If you want to deactivate your account, please contact us confirming your
registered email address and name on the account.

Once we have cancelled your account you will receive an email confirmation.

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* Technical Issues
Technical Issues
Add 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 white list 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. Click here to get to the
sign-in page, and then follow the steps.

If you don't have an account you can set one up here. 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’ve found an issue with your website.

Sorry you've had a problem with our website and thank you for letting us
know so that we can fix it.

It would really help us if you can let us know as many details as you can
about the problem;

* What the issue was

* Link to the page where the problem happened

* Screenshot of the issue if possible

* Details on what should have happened

* What browser you are using

* Any error message that appeared on the screen

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* Site Policies
* Terms & Conditions
Terms & Conditions
WHO 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:

Customer, you

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

Website

www.isawitfirst.com

Seller, us, we

Wareshop2 Limited registered address is Unit A, Brook Park East,
Shirebrook, NG20 8RY, Company Number: 09870840, Registered location:
England and VAT Number: GB 231 5087 33

Website Operator

I SAW IT FIRST LTD. registered address is I SAW IT FIRST LTD. Unit A, Brook
Park East, Meadow Lane, Shirebrook, NG20 8RY. Company Number 10184572,
Registered location: England.

Customer Services

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PLACING AN ORDER

ADD TO BAG: Select the product(s) you want to buy from the Website
(including the size, colour (where applicable) and the quantity (the
default will be one (1) unit and there is a limit of ninety nine (99) units
per item. To order quantities greater than 99 units per item, please
contact Customer Services who will be able to assist you with your order).
Click 'Add to Bag'.

CHECKOUT: Once you have added all of the products you wish to order, click
on the ‘My Bag’ icon in the top right hand corner. Review the contents of
your bag and make sure all specifications meet your requirements then,
click "Continue Securely".

ACCOUNT/GUEST: Enter your email address. If you already have an account,
you will be asked to enter your password to log in, or you can choose to
continue as a guest without logging in. If you do not have an account, you
will be given the opportunity to register for an account or to continue as
a guest.

DELIVERY: Select your preferred delivery method. Not all delivery options
are available for all products.

PAYMENT: Select your preferred payment type on our secure payment page.
Your payment will be collected from you by, or on behalf of, the Seller
(depending which payment option you choose). You should also enter any gift
card/vouchers/promo codes on this page. On receipt of your order, an
authorisation will be created on your account which will refer to the
Website brand. This will show on your bank statement as a reservation of
funds which allocates the money to your order but will not be taken until
your order has been picked and processed. In the event that your order
cannot be fulfilled, a request will be sent to your bank to cancel the
authorisation. If the authorisation still remains after several days,
please contact your bank to request that they act upon the cancellation of
the payment.

ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent
an automated order acknowledgement to the email address used to place the
order. An order acknowledgement does not mean that your order has been
accepted. All orders are subject to availability of the products and formal
acceptance by the Seller (which is in the order confirmation).

ORDER CONFIRMATION: When your order has been picked, packed and is ready
for delivery, you will receive an email confirming that the Seller has
accepted your order. This is when a contract for you to purchase the goods
from the Seller is formed. The contract to sell goods to you only relates
to those goods listed in the confirmation email. By placing an order
through the Website, you warrant that you are legally capable of entering
into a binding contract.

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DESCRIPTION AND PRICING OF GOODS

A description of the main characteristics and prices of goods are on the
product pages of the Website.

For Customers based in the UK and the EU: the price includes all applicable
taxes.

For Customers based outside the UK and outside the EU: the prices for goods
on the Website may not include all applicable taxes. Please see Customs
Charges and Import Duties for further details.

Prices and offers may vary and may only be available for limited periods.
All prices and offers are subject to availability and may be withdrawn or
amended at our discretion. The prices on the Website may differ to prices
in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that,
despite our best efforts, some of the goods listed on the Website may be
incorrectly priced. If we discover an error in the price of the goods you
have ordered we will inform you as soon as possible. We will give you the
option of reconfirming your order at the correct price or cancelling it.

The Seller is under no obligation to sell incorrectly priced goods to you
at the incorrect price.

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DELIVERY AND RETURNS

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

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

Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned, 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 8RY

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

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

Returning items

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

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

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

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

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

Refunds

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

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

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

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

Returning items that have been sent out incorrectly

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

Defective items

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

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

1. a repair; or
2. a replacement; or
3. a full refund.

The Tier 1 right to reject, for perishable goods that would not be expected
to last for 30 days, lasts only as long as such perishable goods would
reasonably be expected to last.

Tier 2: if more than 30 days have passed after you received the goods, you
can claim a repair or a replacement of the defective item (but not a
refund).

Tier 3 if the repair or replacement is not possible, or if it is
unsuccessful or cannot be provided to you in a reasonable time, then you
can choose to either:

1. keep the defective item and claim a price reduction (the amount of the
price reduction will be determined by us depending on what is
reasonable in the circumstances); or
2. return the defective item and claim a refund (but note that if you have
had the goods for more than 6 months, this refund may be reduced to
take account of any use you have had from the goods).

If you think you have received a defective item, please return the items
back to us including details where possible of:

* Your Order Number
* Product Code/Product Name
* Details of the fault
* Whether you would prefer a refund or a repair or replacement

We will examine the returned items and notify you of your refund or repair
or replacement by email within a reasonable period of time.

We will process any refund due to you as soon as possible and, in any case
within fourteen (14) days after the day we confirm by e-mail that you are
entitled to a refund for defective items. The refund will be made to the
same payment method originally used by you to make the payment (unless you
have expressly agreed otherwise).

Where an item is confirmed as faulty, we will bear the reasonable postage
costs of returning the items up to the cost of the standard delivery
charge. We will not refund any Next Day, Express or other premium component
of delivery.

If you have a query about returning goods, please contact Customer
Services.

Returns and exchanges for in-store purchases

For faulty or defective items that have been purchased in-store, please
follow the guidance given above or return your item(s) in-person to one of
our stores.

If you change your mind and the item is not defective, please return your
unwanted item(s) within 28 days of purchase to one of our stores, along
with proof of purchase and you will be offered a credit note or exchange.
We cannot accept returns after this period.

The same requirements regarding packaging and caring of items applies as
mentioned above in the online returns section.

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GENERAL

Limitation of liability

1. The Seller shall only be liable to you for the purchase price of the
goods and any proven losses that you suffer as a result of the
Seller 's failure to comply (whether arising in contract, tort
(including negligence), breach of statutory duty or otherwise) which
are a foreseeable consequence of such failure.
2. The Seller will not be liable for the following types of loss:
1. loss of income or revenue; or
2. waste of management or office time.
3. Nothing in these terms and conditions is intended to exclude or
limit the Seller 's liability for:
1. death or personal injury caused by the Seller's negligence;
2. fraud or fraudulent misrepresentation;
3. any breach of the obligations implied by section 12 of the Sale of
Goods Act 1979;
4. defective products under the Consumer Protection Act 1987; or
5. any other matter for which it would be illegal for the Seller to
exclude or attempt to exclude its liability.
4. Whilst the Seller adopts industry standard protections against computer
viruses, it is not able to warrant that this website is free from
computer viruses or any other malicious or impairing computer program.

Events outside our control

1. The Seller will not be liable or responsible for any failure to
perform, or delay in performance of any of its obligations to you that
is caused by events outside the Seller 's reasonable control (a "Force
Majeure Event"). A Force Majeure Event includes any act, event,
non-happening, omission or accident beyond the Seller 's reasonable
control and includes (without limitation) the following:
1. Strikes, lock-outs or other industrial action;
2. Civil commotion, riot, invasion, terrorist attack or threat of
terrorist attack, war (whether declared or not) or threat or
preparation for war;
3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic,
pandemic or other natural disaster;
4. Impossibility of the use of railways, shipping, aircraft, motor
transport or other means of public or private transport;
5. Impossibility of the use of public or private telecommunications
networks; or
6. The acts, decrees, legislation, regulations or restrictions of any
government.
2. In the event of a Force Majeure Event, the Seller 's performance is
deemed to be suspended for the period that the Force Majeure Event
continues, and the Seller will have an extension of time for
performance for the duration of that period. The Seller will use its
reasonable endeavours to: bring the Force Majeure Event to a close;
find a solution by which its obligations to you may reasonably be
performed despite the Force Majeure Event; or provide a refund for any
products/services that cannot be delivered due to a Force Majeure
Event.
3. In response to government guidance and local lockdown rules, the Seller
reserves the right to vary its in-store returns and exchanges policy
where Customer access to changing rooms may be prohibited or otherwise
limited. Please see in-store for details.

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

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

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

WEEE Regulations

1. The Waste and Electrical and Electronic Equipment (WEEE) Directive is
UK law.
2. 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.
3. The amount of WEEE we throw away is increasing by around 5% each year,
making it the fastest growing waste stream in the UK.
4. 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.
5. 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.
6. Distributors of Electrical Electronic Equipment (EEE) have a part to
play in reducing the amount of WEEE going into landfill sites.
7. 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.
8. 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.
9. Under the WEEE regulations, all new electrical goods should now be
marked with the crossed-out wheeled bin symbol shown below:
10. 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
1. The Seller reserves the right to revise and amend these terms and
conditions from time to time. You will be subject to the terms and
conditions that are in force at the time that you order goods from the
Seller unless:
1. any change to these terms and conditions is required to be made by
law or governmental authority, in which case the changes may apply
to orders previously placed by you; or
2. the Seller notifies you of any changes to these terms and conditions
before it accepts your order, in which case the Seller has the right
to assume that you have accepted the change to the terms and
conditions unless you notify the Seller to the contrary within seven
(7) working days of receipt by you of the goods.

Governing law and jurisdiction

1. These terms and conditions are subject to English law.
2. The courts of England and Wales shall have exclusive jurisdiction over
all claims or disputes (whether contractual or non-contractual) arising
in relation to, out of or in connection with these terms and
conditions.
3. Nothing in these terms and conditions is intended to affect your
statutory rights.

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COMPLAINTS

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

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

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GIFT CARDS

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

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

Gift Cards cannot be used to buy further Gift Cards.

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FRAUD PREVENTION

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

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

Personal identification - Photo ID - (Passport, Driving Licence or Birth
Certificate)

Front and back of all cards used on the account (Please remember to block
out the middle 6 digits on the front of the card, and the 3 digit CVS on
the back)

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

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

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

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PRODUCTS NOT ELIGIBLE FOR RETURN

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

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

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

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OFFERS, PROMOTIONS AND COMPETITIONS

Please note: Our current OUTLET20 Promotion is available on discounted
products only.

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

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

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

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PARTNER PROGRAM PRODUCT TERMS

When you select a product on the Website that will be delivered to you
directly by a Partner Brand (as shown in the table below), you will be
notified of this ahead of your purchase.

BRAND

PARTNER PROGRAM PRODUCT RETURNS ADDRESS

AdidasAdidas (UK) Limited, Pepper Road, Hazel Grove, Stockport, Cheshire,
SK7 5SA, United Kingdom

Corporate trade Solutions

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

GAME

Returns Department - Game Retail Limited, Unity House, Telford Road,
Basingstoke, Hampshire, RG21 6YJ

Gul

Gul Watersports Ltd., Stadium House, Aspen Way, Yalberton Industrial
Estate, Paignton, Devon, TQ4 7QR

Lonsdale

Sports Directory, Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG

Momentum HyperRideMinded UK, Alexandra House, 36a Church Street,
Chelmsford, Essex, CM2 7HY
PortmeirionPortmeirion, PMGUK Returns, Trentham Lakes South, Stanley
Matthews Way, Stoke on Trent, Staffordshire, ST4 8GR
ReebokAdidas (UK) Limited, Pepper Road, Hazel Grove, Stockport, Cheshire,
SK7 5SA, United Kingdom

Regatta

Customer Returns, Unit B, Brook Park East, Shirebrook, NG20 8RY

Rockport

Sports Directory, Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG

Sports Directory

Sports Directory, Unit 5 Butterly Avenue, Questor, Dartford, Kent, DA1 1JG

Watch ShopSDK Returns, PO BOX 8174, Reading, Berkshire, RG6 9PE, United
Kingdom

1. 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:
1. The Partner Brand will deliver Partner Program Product(s) direct to
you from their warehouse.
2. Partner Program Products are only available for standard delivery
within the United Kingdom, Next Day Delivery or Click & Collect is
not available.
3. Partner Program Product(s) will be sent separately from other items
in your order.
4. 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.
5. Returns for Partner Program Products are eligible for refund only,
no exchanges are available.
6. Gift cards cannot be used as a method of payment for Partner Program
Products.
7. Promotions and discount codes do not apply to Partner Program
Products.
2. In accordance with the Seller’s Privacy Policy, we will share details
of your order with the Partner Brand to fulfil your order.
3. Please also note the following additional terms, which are specific to
GAME Partner Program Products only:
1. You must be 12 or older.
2. 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.
3. 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).
4. 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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MARKETPLACE PRODUCT TERMS (ADIDAS AND REEBOK ONLY)

When you select a product on the Website that will be sold to you directly
by Adidas or Reebok (“Marketplace Product”), you will be notified of this
ahead of your purchase and the contract of sale will be between you and
Adidas (UK) Limited (company number 1075951 and registered office at Pepper
Road, Hazel Grove Stockport, Cheshire, SK7 5SA) (“Adidas”).

We sell some Adidas and Reebok products to you directly and where that is
the case, these terms will not apply and your contract of sale will be
between you and the Seller, in accordance with its terms and conditions.

The Seller’s terms and conditions of sale will still apply to the purchase
of Marketplace Products, with the following differences:

1. Contract formation
1. To enter into a contract with Adidas, you must fulfill the
following requirements:
1. You must be above 16;
2. You must not be a reseller; and
3. You must guarantee that all information given is accurate.
2. All information regarding Marketplace Products on the Website is an
‘invitation to treat’ only and is not an offer for sale or a
binding contract. You placing an order is an offer to Adidas to
purchase the listed Marketplace Product(s), which is subject to
acceptance by Adidas. Adidas are entitled to verify or refuse to
accept an order without providing reasons and with no liability to
you or any third parties.
3. Acceptance of your order and formation of a contract of sale
between you and Adidas will not take place unless and until you
receive confirmation that the Marketplace Product(s) have been
shipped to you.
4. If Adidas do not confirm acceptance of your order within ten
working days, it is deemed to have been refused.
5. Adidas may choose not to accept your order at their own discretion.
Examples of when they may not accept your order are as follows:
1. If Marketplace Product(s) are shown on the Website but are not
or no longer available.
2. If we are unable to obtain authorisation of your payment.
3. If shipping restrictions apply to Marketplace Product(s).
4. If Marketplace Product(s) shown on the Website contain a
(manifest) error such as being incorrectly priced or otherwise
incorrectly described or shown.
5. If Adidas are unable to process your order due to technical
reasons.
6. If Adidas know or reasonably suspect an order was made with the
assistance or involvement of any software, robot, crawler,
spider or other automated means or device.
6. In the event that Adidas do not accept (part of) your order, Adidas
shall be entitled to cancel (part of) your order without incurring
any liability towards you or a third party. Following the
cancellation Adidas will provide you with a refund for the amount
paid to Adidas under the cancelled (part of the) order.
7. Adidas reserve the right to cancel your order after the creation of
the contract of sale, thereby terminating the contract of sale, for
any of the reasons set out at Clause 1(e)(i)-(vi) above. Following
the cancellation, Adidas will provide you with a refund for the
amount paid to Adidas under the cancelled (part of the) order.
2. Retention of Title
1. Until you have paid all amounts owed to Adidas in full, the
Marketplace Product(s) will remain the property of Adidas and you
may not sell, dispose of or claim any right against the Marketplace
Product(s) until all outstanding amounts have been paid to Adidas
and full title in the Marketplace Product(s) has passed to you.
3. Maintenance of products
1. Adidas draws your attention to the washing and maintenance
instructions printed on the labels of any Marketplace Product(s).
Adidas are not liable for any damage resulting from the user’s
incorrect handling of Marketplace Product(s) or not following the
washing and maintenance instructions.
4. Liability for damage/defective goods
1. Returned Marketplace Product(s) are inspected by the Adidas Quality
Assurance Department and refunded if the damage is the result of a
manufacturing defect or deviation from factory specifications.
Adidas undertake to fully refund the cost of any defective
products.
2. If the problem was caused by reasons other than materials quality
or assembly process, the original Marketplace Product(s) will be
returned to you. Adidas do not refund Marketplace Product(s):
1. obtained from a source other than the Website;
2. that have been damaged by abuse or negligence (e.g. exposure to
chemicals, caustic substances, open flame, high heat, sharp
object, etc.); and/or
3. that have been damaged by misuse or activities other than the
intended purpose (e.g. use of running shoes for court sports or
hiking footwear as work boots, etc.).
3. Please note the life expectancy of Marketplace Product(s) depends
on the individual using it, the conditions of use, and the
characteristic wear patterns of the user. Damage resulting from
normal wear and tear or where the reasonable lifespan of the
Marketplace Product(s) has been exceeded are not replaceable or
refundable.
5. Payment methods
1. When purchasing a Marketplace Product(s), this will be done through
the third party payment processor Stripe Payments Europe Limited.
6. Delivery
1. Standard delivery is the only delivery method available for
Marketplace Product(s).
7. Statutory Right of Withdrawal
1. You have the right to withdraw from your contract with Adidas
within fourteen (14) days without giving any reason. Note that this
right of withdrawal does not apply to Marketplace Product(s) not
suitable to be returned for health or hygiene reasons and where a
seal has been removed after delivery.
2. The fourteen (14) day period shall start from the date you, or a
third party named by you (who is not the courier), takes possession
of the Marketplace Product(s), or, upon the delivery date of the
final Marketplace Product(s) (where your order contained multiple
products to be delivered separately) (“Withdrawal Period”).
3. To implement your right of withdrawal, you must notify the Seller
of this in writing before expiry of the Withdrawal Period by
contacting Customer Services (“Withdrawal Notice”).
4. You must send the Marketplace Product(s) in suitable packaging
immediately after, but in any event no later than, fourteen (14)
days from the date of the Withdrawal Notice, in accordance with the
Adidas returns and withdrawal policy.
5. As long as you comply with clauses 7(c) and (d) above, Adidas shall
reimburse all payments received from you, including delivery
charges (provided the returned product(s) represent(s) the complete
order), within fourteen (14) days from the date of the Seller
receiving the Withdrawal Notice. Adidas shall use the same method
of payment used making the original transaction, unless Adidas
arrange a different method with you; you will not be charged any
fees for such repayments under any circumstances. Adidas may
withhold reimbursement until it has received the returned
Marketplace Product(s), or until you have submitted proof that you
have returned the Marketplace Product(s), whichever comes earlier.
6. Where Adidas finds, upon inspection of the returned Marketplace
Product(s), that improper handling by you or a third party on your
behalf, has reduced its value, you shall pay for any diminished
value of the Marketplace Product(s).
8. Voluntary Return Guarantee (in addition to your Statutory Right of
Withdrawal)
1. In addition to and without affecting your right of withdrawal (and
any other applicable statutory rights), Adidas grant you an
additional Voluntary Return Guarantee. This allows you to withdraw
from the contract of sale, without specifying any reasons, for an
additional sixteen (16) days beyond the Withdrawal Period, so a
total return period of thirty (30) days (“Voluntary Return Period”)
is given as a contractual right of withdrawal.
2. Adidas offer this Voluntary Return Guarantee during the Voluntary
Return Period subject to the provisions of Adidas’s returns and
withdrawal policy.
3. The Marketplace Product(s) must not have been used or damaged
beyond normal inspection use and must be returned in its original
packaging. Returns of clothing items can only be accepted if the
original label has not been removed (none of the aforementioned
affect your legal statutory rights as described above, in
particular your warranty rights and your right of withdrawal).
4. Adidas must be in receipt of the Marketplace Product(s) you are
returning prior to the end of the Voluntary Return Period (which
shall be thirty (30) days from the delivery date of your
Marketplace Product(s), or the delivery date of your final
Marketplace Product(s), where your order contained multiple
products to be delivered separately).
5. Adidas reserve the right to reject the return and shall not give
any compensation under this Voluntary Return Guarantee for returned
Marketplace Product(s) that do not comply with these terms.
6. If you withdraw from a contract of sale during the Voluntary Return
Period, in accordance with Adidas’s returns and withdrawal policy
and these terms, Adidas will reimburse all payments from you,
including delivery charges (provided the returned Marketplace
Product(s) represent the complete order, within fourteen (14) days
after receipt of the Marketplace Product(s). For this repayment
Adidas shall use the same method of payment that you used making
the original transaction, unless Adidas arrange a different method
with you; you will not be charged any fees for such repayments
under any circumstances.
9. Returns
1. Links about how to return your Marketplace Product(s) can be found
below. If you need any further assistance or help, please contact
the Seller’s Customer Services team in the first instance.

1. https://help.isawitfirst.com/en/support/solutions/articles/80001031161-return-online-uk

2. https://www.adidas.co.uk/help/what-is-the-return-policy.html
3. https://www.adidas.co.uk/help/how-do-i-return-my-products.html
10. Exchanges
1. No exchanges are available for Marketplace Product(s).
11. Gift cards
1. Gift cards cannot be used for Marketplace Product(s).
12. Subcontracting and assignment
1. Adidas reserves the right to sub-contract, transfer, assign or
novate all or any of their rights and obligations under these terms
and conditions provided that your statutory rights are not
affected. You may not sub-contract, assign or otherwise transfer
any of your rights or obligations under these terms and conditions
without Adidas’s consent in writing.
13. Conflict
1. Where there is a conflict between these terms and the Seller’s
terms and conditions, these terms will apply.
14. Severance
1. Each clause within these terms will interpreted separately and
independently from the others. If any clause is considered invalid,
void or otherwise unenforceable, it shall be removed from these
terms and will not affect the enforceability of the other clauses
in these terms.
15. Applicable Law & Jurisdiction
1. These terms will be governed by the laws of The Netherlands. Dutch
law applies to the sales contract, to the exclusion of the United
Nations Convention on Contracts for the International Sale of Goods
(CISG). This does not affect the applicable statutory rights under
the law of your country of residence.
2. You may bring any dispute which arises under these terms and
conditions, to either the competent court of Amsterdam, the
Netherlands, or to a competent court of your country of habitual
residence (for EU member states only), at your discretion. Adidas
shall bring any dispute which may arise under these terms and
conditions to the competent court of the your country of habitual
residence (EU Member States only) or otherwise the competent court
of Amsterdam, the Netherlands.

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Declaration of Conformity

Please find download links for our product DOCs below:

pdf
760281 EU UK...
(566 KB)
pdf
760273 EU UK...
(566 KB)
pdf
634017 EU UK...
(1.03 MB)
pdf
867007 EU UK...
(812 KB)
pdf
634008 EU UK...
(1.99 MB)
pdf
887068 EU UK...
(2.55 MB)
pdf
887068 EU UK...
(2.55 MB)
pdf
752053 EU UK...
(3.01 MB)
pdf
812017 EU UK...
(5.42 MB)
pdf
812016 EU UK...
(5.42 MB)
pdf
812003 EU UK...
(4.34 MB)
pdf
634000 EU UK...
(10.3 MB)
pdf
881014 EU UK...
(12.1 MB)
pdf
634007 EU UK...
(10.5 MB)
pdf
634001 EU UK...
(10.9 MB)
pdf
406080 Nevic...
(607 KB)
pdf
406078 Nevic...
(598 KB)
pdf
401359 EU UK...
(1.18 MB)
pdf
401361 EU UK...
(1.18 MB)
pdf
407090 EU UK...
(1.18 MB)
pdf
407050 EU UK...
(1.27 MB)

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* Other Policies
Other Policies
Third Parties

Third parties with whom personal information is shared on I SAW IT FIRST
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:

1. Akamai
2. Anatwine
3. Appointedd
4. Awin
5. BazaarVoice
6. Carbon Black
7. Conversocial
8. Criteo
9. Customs clearance agents
10. Datacash
11. Dynatrace
12. Emarsys
13. Facebook
14. Google AdWords
15. Google Analytics
16. Google Double Click
17. Instagram
18. Metapack
19. Motion Point
20. National Business Crime Solution Limited
21. Polyvore
22. Regatta Ltd
23. Reviews.com
24. Ravelin
25. Regatta
26. Splunk
27. Twitter
28. UniDAYS
29. User Replay
30. Virgin Experience Days
31. XCM

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Fur 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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Covid-19 Information

COVID-19 INFORMATION FOR OUR CUSTOMERS

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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Guide To PEGI Ratings

As 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.

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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Customer Service Opening Times

Our regular opening times are as follows:

Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pm

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* Privacy and Cookies Policy
Privacy and Cookies Policy
PRIVACY AND COOKIES

I SAW IT FIRST - PRIVACY POLICY

We view the security of our customer's data as paramount. Any personal data
you provide to us and from which you can be identified is stored securely
and confidentially and is processed in accordance with applicable
legislation and this privacy policy, which sets out what personal data we
collect about you when you interact with us and how we use your data.

We take appropriate technical and organisational measures to protect
against unauthorised or unlawful processing of your personal data,
including encrypting your information to applicable industry standards.
Where we have given you (or where you have chosen) a password which enables
you to access certain parts of our site, you are responsible for keeping
this password confidential. We ask you not to share a password with anyone.

So, you only need to look in one place to find out all you need to know
about how the Group collects and processes your personal information, this
policy covers our Website (being any website operated by I SAW IT FIRST
LTD.), our App (being any app operated by I SAW IT FIRST LTD.. or a Group
company), our stores and any correspondence you have with the Group in
relation to our retail offering.

Any changes we make to this policy will be reflected on this page and
notified to you by email, where appropriate.

WHO WE ARE?

As set out in our terms and conditions, this Website and the App are
operated by I SAW IT FIRST LTD., whose registered address is Unit A, Brook
Park East, Meadow Lane, Shirebrook, NG20 8RY

I SAW IT FIRST LTD. is the data controller in respect of information
collected when you browse this Website and the App and purchase our
products. If you have any queries regarding our use of personal information
or this privacy policy, you can write to Data Protection: Unit A, Brook
Park East, Meadow Lane, Shirebrook, NG20 8RY or email to
data.protection@frasers.group.

INFORMATION WE MAY HOLD ABOUT YOU

When you register to use our Website or App, purchase a product, register
to receive our emails, apply for a job, enter a competition or promotion
run by the Group or contact us, personal data you provide, such as your
name, date of birth, contact details (including social media accounts),
telephone number, transaction history, log in and payment information, will
be collected.

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

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

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

HOW WE MAY USE YOUR PERSONAL DATA

We may use your personal data in the following ways:

* to fulfil your order - we require your identification, contact and
payment information to enable the relevant Group company to enter into a
contract with you and are unable to do so without this information
(please note that your details may need to be passed to another company
within the Group and/or a third party, such as one of our couriers or
one of their customs clearance agents, in order for them to supply or
deliver the product that you ordered and certain products will be
processed and delivered direct from some of our supplier partners either
as part of our drop ship model or market place offering ("Direct
Supply"). We may retain your details for a reasonable period of time
after you have completed the transaction in order to fulfil any
contractual obligations such as refunds, guarantees etc and to meet any
legal obligations for the retention of transactional data). Our list of
third-party processors can be accessed here..

* to tell you about similar products and services, or products and
services that you ask us to send you information about, by email, post,
mobile, telephone and/or through other digital means (depending on your
stated preferences) including social media platforms;

* to provide you with services you request from us including, the sale
and/or distribution of products made available to you through Direct
Supply;

* to register you on the Website or App (where this involves setting you
up with an account, we will use your personal information to maintain
and update your account (e.g. such as a change of address or change in
your marketing preferences);

* to administer our Website and App;

* to analyse, and improve, the use of our Website, App and retail
offering, including how you move around our Website, App or retail
stores;

* to administer any competition run by the Group. Please refer to the
specific terms and conditions for each competition;

* to measure and analyse our advertising;

* to make suggestions and recommendations to you, other users of our
Website and App, and users of the services of our Third Party
Advertisers about products or services that may interest you or them;

* to keep in touch with you regarding your marketing preferences;

* to keep our Website, App and network safe and secure;

* to process payments, and detect and prevent fraudulent transactions
and/or any other criminal activity (we may pass your details to a third
party to carry out these functions); and

* to assess and process your job application.

We process this data where you have given us consent to use it, where it is
necessary to perform our contract, to take steps at your request prior to
entering into a contract, where required by law or in pursuit of our
legitimate interests where these are not overridden by your rights and
interests, such as to provide appropriate marketing and to maintain our
services.

HOW LONG WE KEEP YOUR INFORMATION

We will not keep your personal information for any purpose(s) for longer
than is necessary and we will only retain the relevant personal information
that is necessary in relation to the purpose.

We will retain the personal information you provided on registering an
account on our Website or App so long as that account remains in existence.

In the case of any contact you may have with our customer services
department, we will retain those details for as long as is necessary to
resolve your query and for a short period after the query is closed.

On making a purchase through our Website or App, we will retain certain
limited personal information such as your name, email address and postal
address until you ask us to update or delete those details for the purpose
of reporting new and existing users to our affiliate advertisers. We retain
transaction information for the longer of as long as you hold a Recognition
Loyalty Programme Account or required by law. We will retain information
regarding your website browsing history for a similar period.

If we are legally required or if it is reasonably necessary to meet
regulatory requirements, resolve disputes, prevent fraud and abuse, or
enforce our terms and conditions, we may also retain some of your personal
information for a limited period of time, even after you have closed your
account.

We retain CCTV recordings centrally for up to 30 days, and for a longer
period if they are relevant to an incident, complaint, investigation or
legal proceedings. You can find information on the retention of any data
collected via the Facial Recognition Technology we use on
www.facewatch.co.uk/privacy

We will retain information relating to any job application for as long as
it takes to process your application and, if it is unsuccessful, for an
additional period of around 6 months. If your application is successful,
your information will be retained in accordance with our staff privacy
policy.

We will retain your information for a short time beyond the specified
retention period, to allow for information to be reviewed and any deletion
to take place.

HOW WE MIGHT SHARE YOUR PERSONAL DATA

We may share your personal data with other companies in the Group which
means our subsidiaries, our ultimate holding company and its subsidiaries,
as defined in section 1159 of the UK Companies Act 2006.

We may also share your personal data with carefully selected third parties
who assist us in providing you with products, advertisements and services.
This will include the following types of third party:

* Our professional advisers, including, without limitation, our insurers;

* Our suppliers, business partners and sub-contractors;

* Our Third Party Advertisers;

* Our Direct Supply partners, who will provide certain products/services
directly to you and will require your personal data to process and
deliver your order (including warehousing, order packing, delivery,
returns and general administration);

* Our Direct Supply middleware providers, who operate the platform through
which the order you place on this Website is shared with the relevant
Direct Supply partner; and,

* Search engine and web analytics providers.

You can find out more information about the third parties with which we may
share your information here.

We will only share your personal data with third parties where it is
necessary for them to provide us with the services we need.

In the event that we were to sell our business or assets, we may disclose
your personal data to any prospective/actual purchaser and/or their
advisers. We may also disclose your personal data where we are subject to a
legal obligation to do so, in connection with the prevention or detection
of crime, for the purpose of establishing, exercising or defending our
legal rights, or where we consider that we receive a valid request for
disclosure. This includes exchanging information with other companies and
organisations for the purposes of fraud protection and credit risk
reduction.

You should be aware that if we are requested by the police or any other
regulatory or government authority investigating suspected illegal
activities to provide your personal information or any other information we
obtain about you, we are entitled do so.

Our Website and App may, from time to time, contain links to and from the
websites of third parties or utilise a piece of software or a service which
requires your personal information be shared with a third party. Please
note that these third-party websites/providers have their own privacy
policies and that we do not accept any responsibility or liability for
these policies. Please check these policies before you submit any
information to these websites. Privacy policies for third party providers
are set out in our list of third parties.

WHERE WE STORE YOUR PERSONAL DATA

The information that we collect from you may be transferred to, and stored
outside the European Economic Area ("EEA"). It may also be processed by
staff operating outside the EEA who work for us or for one of our
suppliers, third party providers, including, Direct Supply partners and
middleware providers. Where we do so, the third country's data protection
laws will have been approved as adequate by the European Commission, or
other applicable safeguards are in place

YOUR RIGHTS

You have the right to ask us not to process your personal data for
marketing purposes. You can exercise your right to prevent such processing
by checking certain boxes on the forms we use to collect your data,
clicking the unsubscribe button on any communication we have sent to you,
by accessing the customer preference centre or by contacting us.

Where you have consented to us using your personal data, you can withdraw
that consent at any time.

If the information we hold about you is inaccurate or incomplete, you can
notify us and ask us to correct or supplement it.

You also have the right, with some exceptions, to ask us to provide a copy
of any personal data we hold about you. If you chose to exercise this
right, then in certain circumstances any access request may be subject to a
fee to meet our costs in providing you with details of the information we
hold about you.

If you have a complaint about how we have handled your personal data, you
may be able to ask us to restrict how we use your personal data while your
complaint is resolved. In some circumstances you can ask us to erase your
personal data if you withdraw your consent, it is no longer necessary for
us to use your personal data, you object to the use of your personal data
and we don't have a good reason to continue to use it, or we haven't
handled your personal data in accordance with our obligations.

To exercise these rights, we need to be suitably satisfied of your identity
and so may request you provide identification documents or confirm other
details we may hold about your (such as a recent delivery reference or
address).

If you have any queries or concerns regarding how we use your personal
data, please write to Data Protection, Unit A, Brook Park East, Meadow
Lane, Shirebrook, NG20 8RY or email to data.protection@frasers.group. If
you are not happy with our response, you can contact the Information
Commissioner's Office: https://ico.org.uk

COOKIE POLICY

This policy explains what cookies are, how we use them and how you can
switch them off.

WHAT ARE COOKIES AND OTHER TRACKING TECHNOLOGIES?

Cookies are small files which are stored on your internet browsing device
(e.g computer, tablet or phone) when you visit one of our websites, use our
app, receive and open or click into our emails or see one of our adverts
elsewhere on the internet. Cookies don't store personal details such as
your credit card details, your name or your date of birth. They play an
important role in helping us to enhance the usability and performance of
our websites and your experience using them. Some cookies are also
essential to enable you to move around our website and use its features.
Other tracking technologies, like web beacons, clear GIFs, page tags and
web bugs, are used to understand how people are using our services and to
target advertising.

As well as the cookies we use on our website, we use cookies and similar
technologies in our emails. These help us to understand whether you’ve
opened an email and how you’ve interacted with it. If you don't want to
accept cookies in emails, you can set your browser to restrict or reject
cookies, or you can close the email before downloading any images or
clicking on any links.

When you first use our Website, we will ask you to consent to our use of
cookies and give you information about them. If you continue to browse our
website and don't take steps to change your preferences, you are consenting
to our use of cookies.

WHAT TYPES OF COOKIES DO WE USE?

Our Website uses session cookies and persistent cookies. Session cookies
operate from the moment you enter the website until the moment you leave.
Once you log off, session cookies are deleted. Persistent cookies will not
be deleted after each session.

Strictly necessary cookies are essential to our website. If these are
disabled, your experience on our website may be interrupted and you may not
be able to use a shopping basket or make payment. Performance cookies
collect anonymous data about visitors. We use the data to improve your
future experience and identify issues that our users may be experiencing.

Functionality cookies customise the look and appearance of our Website. For
example, a functionality cookie will remember your username and language
preferences next time you visit.

Targeting or advertising cookies deliver advertisements which are tailored
to your web activity. A targeting cookie tracks what you click on whilst on
our website and may share details of what you click on with other
organisations (such as advertisers). These cookies can also help us to
measure the effectiveness of an advertising campaign.

Third party cookies may be used on our website by approved organisations to
provide services on our website.

A list of all the cookies that we, our advertising network and technology
partners use can be found in our cookie list details below.

HOW WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES

We use a combination of our own cookies, third party cookies and other
tracking technologies to enhance your browsing experience and to enable our
website and app to function efficiently. We use cookies to:

* enable you to set up an account, place orders and make payments

* remember items you place into your shopping basket

* remember items you have been looking at so that you can quickly and
easily go back to an item you looked at previously

* enhance and personalise your shopping experience

The default setting on your web browser is to prohibit cookies, but you may
have changed this during the installation process. You can also choose
which cookies the Group places on your computer when you access our website
and can manage this in our preference centre. Further information on
cookies, including instructions on how to amend your browser settings to
turn off cookies, is available widely online. However, if you disable or
delete certain cookies you may not be able to shop or access important
parts of our website.

Cookie List:

Cookie/tracking technology name

Category [strictly necessary, performance, functionality, third party]

Purpose

Criteo, Facebook and Google

Third party

These partners use cookies to provide you with personalised adverts when
you visit other selected websites. Banner advertising appears on websites
which we are affiliated with and we use the information we have learned
from cookies to tailor this advertising to things we think you will like,
based on your browsing history on our website.

Affiliate Window and Google

Third Party

Sometimes we'll advertise on third party websites. Each individual
advertiser uses its own tracking cookies and the data taken is not
confidential or interchangeable.

User Replay

Third Party

These cookies enable us to track individual customer journeys on our
website (excluding any checkout pages) which are used to identify and fix
bugs to make the online experience better for customers.

Google Analytics

Third Party

Google Analytics uses these cookies to discover when you first visited our
site, how often you come back and how long you spend shopping. The
information stored by these cookies can be seen only by the relevant teams
at I SAW IT FIRST LTD. and Google and never shows any confidential
information, we also use Google Analytics to track the performance of our
website.

Facebook, Twitter, Instagram and YouTube

Third Party

Social sharing, social login and other social media services we offer are
run by other companies. These companies may drop cookies on your computer
when you use them on our site or if you are already logged in to them.

Crazy Egg

Third Party

These cookies allow our partner CrazyEgg to collect anonymous usage data
which we use to make our website easier to use.

ASPXANONYMOUS, [Website]_AuthenticationCookie, um_IsMobile, X-SD-URep,
StateKey, .DOTNETNUKE, authentication, mp__utmb, mp__utma, mp__utmc,
mp__utmz, X-Origin-Cookie

Strictly Necessary

These cookies are used to allow you to add to your basket and place orders
and allow us to recognise registered customers

AdvertCookie, ChosenSite, CountryRedirectCheckIsDone, newsletterPoppedUp,
acceptedCookies, [Website]_AnonymousUserCurrency

Functionality

These cookies are used to remember your selected preferences and what
messages you have already seen so they aren’t shown again.

ak_bmsc, TS01a19d95

Functionality

These cookies are used to protect our website against bots.

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* Delivery
* Delivery Methods
Delivery Methods
Delivery Options

You can choose between these delivery options:

Delivery option

Cut off

Delivery Times

Cost (£GBP)

Standard Delivery

23:59

3 to 7 days

4.99

Express Delivery (48 Hours)21:00
48 Hours7.99

Next Day Delivery

21:00

Next Day

9.99

Next Day Delivery by DPD (Carbon Neutral)

21:00

Next Day

11.99

Oversized Delivery23:593 to 7 days19.99Specialist Delivery23:593 to 7
days19.99

Bank / Public holidays are not included.

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European Delivery Costs

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

Delivery will take been 3 - 14 Days, Public and Bank Holidays are excluded.

CountryCost from (GBP)CountryCost from
(GBP)Albania11.66Andorra9.99Austria8.33Belarus11.66Belgium5.83Bosnia and
Herzegovina11.66Bulgaria9.99Canary Islands21.66Croatia9.99Cyprus10.83Czech
Republic9.99Denmark8.33Estonia9.99Finland8.33France5.83Germany5.83Gibraltar8.33Greece9.99Guernsey5.83Hungary9.99Ireland5.83Italy8.33Jersey5.83Latvia9.99Liechtenstein8.33Lithuania9.99Luxembourg5.83Malta10.83Moldova11.66Monaco10.83Montenegro11.66Montserrat21.66Netherlands5.83Norway8.33Poland9.99Portugal8.33Romania9.99Serbia11.66Slovakia9.99Slovenia9.99Spain8.33Sweden8.33Switzerland8.33Turkey11.66

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Rest of the World Delivery Costs

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

CountryCost from (GBP)CountryCost from (GBP)Algeria21.66American
Somoa21.66Antigua and
Barbuda21.66Argentina21.66Armenia21.66Aruba21.66Australia5.00Azerbaijan21.66Bahrain17.49Bangladesh21.66Barbados21.66Benin21.66Bermuda21.66Bhutan21.66Bolivia21.66Botswana21.66Brazil21.66Brunei17.49Burkina
Faso21.66Cambodia21.66Cameroon21.66Canada14.99Cape Verde21.66Cayman
Islands21.66Chad21.66Chile21.66China15.83Colombia21.66Congo, Democratic
Republic of the21.66Congo, Republic of the21.66Costa
Rica21.66Djibouti21.66Dominica21.66Dominican
Republic21.66Ecuador21.66Egypt21.66El Salvador21.66Equatorial
Guinea21.66Ethiopia21.66Falkland Islands (Malvinas)21.99Fiji21.66French
Guiana21.66Gabon21.66Georgia21.66Ghana21.66Greenland11.66Grenada21.66Guadeloupe21.66Guatemala21.66Guinea21.66Guinea-Bissau21.66Guyana21.66Haiti21.66Honduras21.66Hong
Kong15.83Iceland11.66India15.83Indonesia15.83Israel21.66Jamaica21.66Japan15.83Jordan17.49Kazakhstan21.66Kenya21.66Kiribati21.66Korea,
South15.83Kuwait17.49Kyrgyzstan21.66Lebanon21.66Lesotho21.66Madagascar21.66Malawi21.66Malaysia15.83Maldives21.66Marshall
Islands21.66Martinique21.66Mauritania21.66Mauritius21.66Mayotte21.66Mexico14.99Micronesia,
Federated States
of21.66Mongolia21.66Morocco21.66Mozambique21.66Myanmar (Burma)21.66Nauru21.66Nepal21.66New
Zealand4.55Nicaragua21.66Niger21.66Nigeria21.66North
Macedonia21.66Oman17.49Pakistan21.66Palau21.66Panama21.66Papua New
Guinea21.66Paraguay21.66Peru21.66Philippines15.83Puerto
Rico21.66Qatar17.49Réunion17.49Rwanda21.66Saint Kitts and Nevis21.66Saint
Lucia21.66Saint Vincent and the Grenadines21.66Samoa21.66Sao Tome and
Principe21.66Saudi
Arabia17.49Senegal21.66Seychelles21.66Singapore15.83Solomon
Islands21.66South Africa17.49Sri
Lanka21.66Suriname21.66Taiwan15.83Tajikistan21.66Tanzania21.66Thailand15.83The
Bahamas21.66The Gambia21.66Togo21.66Tonga21.66Trinidad and
Tobago21.66Tunisia21.66Tuvalu21.66Uganda21.66United Arab
Emirates15.83United
States8.33Uruguay21.66Uzbekistan21.66Vanuatu21.66Venezuela21.66Vietnam15.83Zambia21.66Zimbabwe21.66

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* Delivery FAQs
Delivery FAQs
Where is my order?

If you haven't got your order yet, it might be because it is still out for
delivery. Perhaps the courier have tried to deliver but you weren't in?
They will try up to 3 times.

Standard Delivery takes three (3) to seven (7) days.

Next Day Delivery for the next day if you order before 8pm (excludes Public
/ Bank holidays).

You can track your order with the unique tracking number you got in our
dispatch email. If you can't find this email, you can get the tracking
reference number in your order history.

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Tracking delivery

In our dispatch email you'll have your unique tracking number for your
order. Please check your junk folder, if you haven't got the email.

Standard Delivery takes three (3) to seven (7) days.

Next Day Delivery will be delivered the next day if you order before 8pm
(excludes Public / Bank holidays).

You can also find that tracking reference number in your order history, to
track the progress of your shipment.

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Can I track my delivery overseas?

Yes, you can track your order. We will keep you updated by email as your
order progresses, this includes sending you the tracking details so you can
learn more about your parcels progress.

Our international couriers deliver Monday to Friday.

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Order confirmation

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

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

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

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Customs charges and import duties

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

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

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Why is my order late?

Depending on what delivery option you selected your order might still be
out for delivery.

Standard Delivery - three (3) to seven (7) days.

Next Day Delivery - next day if you place your order before 8pm and receive
your order the very next day (excludes Public / Bank Holidays).

You can also check the status of your order using your tracking number we
sent you in the confirmation email.

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Why has my order/item returned to sender?

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

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

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

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

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

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

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

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I’ve not received my parcel, yet the status says it’s been delivered

Sorry to hear you're having problems with your order.

If the courier was unable to reach you when they tried to deliver your
goods, they may have delivered the parcel to one of your neighbours.

Please check to see if you have received a delivery card from the courier -
it could have been slipped under your door, or delivered where you usually
receive letters.

If you’ve checked for the card and have also already spoken with your
neighbours, but still haven’t recovered your parcel, please contact us and
we'll be happy to help.

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* Contact Us

WEBCHAT

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
What do you need help with? Choose option Can I make changes to my order? Can I
cancel my order? Where is my order? I have received the wrong item. I'm missing
an item from my order. My order has been cancelled but it appears that I have
still been charged. Why has an item been cancelled from my order? Why has my
whole order been cancelled? My bank is showing two charges for my order. My
parcel is shown as having been delivered, but I have not received it. Why has my
order not been delivered and returned to you? How do I return an item? I believe
an item is faulty. I have returned an item but I have not been refunded for it.
I cannot log into my account. I would like to comment about one of your stores.
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. Click here to get to the sign-in
page, and then follow the steps.

If you don't have an account you can set one up here. 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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