help.studio.co.uk
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3.72.171.38
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URL:
https://help.studio.co.uk/en/support/home
Submission: On August 15 via manual from GB — Scanned from GB
Submission: On August 15 via manual from GB — Scanned from GB
Form analysis 2 forms found in the DOM
POST /en/support/tickets
<form class="form-portal ticket-form" rel="validate" id="new_helpdesk_ticket" enctype="multipart/form-data" action="/en/support/tickets" accept-charset="UTF-8" method="post" novalidate="novalidate"><input name="utf8" type="hidden" value="✓"><input
type="hidden" name="authenticity_token" value="6SIFPaCk9S/vnG19V3R0b0Ob5blJSi5XWdvescgbOto=">
<div class="control-group ">
<label class=" required control-label cf_order_number_1828020-label " for="helpdesk_ticket_cf_order_number_1828020" aria-required="true">Order Number</label>
<div class="controls ">
<input class=" required text span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_order_number_1828020]" id="helpdesk_ticket_custom_field_cf_order_number_1828020" aria-required="true">
</div>
</div>
<div class="control-group ">
<label class=" required control-label requester-label " for="helpdesk_ticket_email" aria-required="true">Email Address</label>
<div class="controls ">
<div class="row-fluid">
<input value="" class="span12 email required" placeholder="Email" data-remote="true" type="email" name="helpdesk_ticket[email]" id="helpdesk_ticket_email" aria-required="true">
<div id="name_field" class="default_name_field hide" style="display: block;">
<input class="text span12 name_field" placeholder="Full Name" name="helpdesk_ticket[name]" type="text" required="required" aria-required="true">
</div>
</div>
</div>
</div>
<div class="control-group ">
<label class=" required control-label cf_first_line_of_address848030_1828020-label " for="helpdesk_ticket_cf_first_line_of_address848030_1828020" aria-required="true">First line of billing address</label>
<div class="controls ">
<input class=" required text span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_first_line_of_address848030_1828020]" id="helpdesk_ticket_custom_field_cf_first_line_of_address848030_1828020" aria-required="true">
</div>
</div>
<div class="control-group ">
<label class=" required control-label cf_postcode882748_1828020-label " for="helpdesk_ticket_cf_postcode882748_1828020" aria-required="true">Postcode</label>
<div class="controls ">
<input class=" required text span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_postcode882748_1828020]" id="helpdesk_ticket_custom_field_cf_postcode882748_1828020" aria-required="true">
</div>
</div>
<div class="control-group ">
<label class=" required control-label cf_did_you_place_this_order_1828020-label " for="helpdesk_ticket_cf_did_you_place_this_order_1828020" aria-required="true">Did you place this order?</label>
<div class="controls ">
<select class=" required dropdown_blank dynamic_sections" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_did_you_place_this_order_1828020]" id="helpdesk_ticket_custom_field_cf_did_you_place_this_order_1828020"
aria-required="true">
<option value="">...</option>
<option data-id="80005405465" value="Yes">Yes</option>
<option data-id="80005405466" value="No">No</option>
<option data-id="80005405467" value="No order placed">No order placed</option>
</select>
</div>
</div>
<div class="control-group " style="display: none;">
<label class=" required control-label cf_reason_for_contact_1828020-label " for="helpdesk_ticket_cf_reason_for_contact_1828020" aria-required="true">Subject</label>
<div class="controls ">
<select class="dropdown_blank dynamic_sections" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_reason_for_contact_1828020]" id="helpdesk_ticket_custom_field_cf_reason_for_contact_1828020">
<option value="">...</option>
<option data-id="80000525009" value="Can I make changes to my order?">Can I make changes to my order?</option>
<option data-id="80000525010" value="Can I cancel my order?">Can I cancel my order?</option>
<option data-id="80000525011" value="Where is my order?">Where is my order?</option>
<option data-id="80000525012" value="I have received the wrong item.">I have received the wrong item.</option>
<option data-id="80000525013" value="I'm missing an item from my order.">I'm missing an item from my order.</option>
<option data-id="80000525014" value="My order has been cancelled but it appears that I have still been charged.">My order has been cancelled but it appears that I have still been charged.</option>
<option data-id="80000525015" value="Why has an item been cancelled from my order?">Why has an item been cancelled from my order?</option>
<option data-id="80000525016" value="Why has my whole order been cancelled?">Why has my whole order been cancelled?</option>
<option data-id="80000525017" value="My bank is showing two charges for my order.">My bank is showing two charges for my order.</option>
<option data-id="80000525018" value="My parcel is shown as having been delivered, but I have not received it.">My parcel is shown as having been delivered, but I have not received it.</option>
<option data-id="80000525019" value="Why has my order not been delivered and returned to you?">Why has my order not been delivered and returned to you?</option>
<option data-id="80000525020" value="How do I return an item?">How do I return an item?</option>
<option data-id="80000525021" value="I believe an item is faulty.">I believe an item is faulty.</option>
<option data-id="80000525022" value="I have returned an item but I have not been refunded for it.">I have returned an item but I have not been refunded for it.</option>
<option data-id="80000525023" value="I cannot log into my account.">I cannot log into my account.</option>
<option data-id="80000525024" value="I would like to comment about one of your stores.">I would like to comment about one of your stores.</option>
</select>
</div>
</div>
<div class="control-group ">
<label class=" required control-label description-label " for="helpdesk_ticket_description" aria-required="true">Description</label>
<div class="controls ">
<div class="redactor_box">
<ul class="redactor_toolbar">
<li><a href="javascript:void(null);" title="Bold (Ctrl-B)" class="redactor_btn_bold" tabindex="-1"><span class="hide">Bold (Ctrl-B)</span></a></li>
<li><a href="javascript:void(null);" title="Italic (Ctrl-I)" class="redactor_btn_italic" tabindex="-1"><span class="hide">Italic (Ctrl-I)</span></a></li>
<li><a href="javascript:void(null);" title="Underline(Ctrl-U)" class="redactor_btn_underline" tabindex="-1"><span class="hide">Underline(Ctrl-U)</span></a></li>
<li class="redactor_separator"></li>
<li><a href="javascript:void(null);" title="• Unordered List (Ctrl-Shift-7)" class="redactor_btn_unorderedlist" tabindex="-1"><span class="hide">• Unordered List (Ctrl-Shift-7)</span></a></li>
<li><a href="javascript:void(null);" title="1. Ordered List (Ctrl-Shift-8)" class="redactor_btn_orderedlist" tabindex="-1"><span class="hide">1. Ordered List (Ctrl-Shift-8)</span></a></li>
<li class="redactor_separator"></li>
<li><a href="javascript:void(null);" title="Font Color" class="redactor_btn_fontcolor" tabindex="-1"><span class="hide">Font Color</span></a></li>
<li><a href="javascript:void(null);" title="Back Color" class="redactor_btn_backcolor" tabindex="-1"><span class="hide">Back Color</span></a></li>
<li class="redactor_separator"></li>
<li><a href="javascript:void(null);" title="Link" class="redactor_btn_link" tabindex="-1"><span class="hide">Link</span></a></li>
</ul>
<div rel="getPasteImage" contenteditable="true" style="width:50px;height:0px; overflow: hidden;"></div>
<div class="redactor_editor" contenteditable="true" dir="ltr" style="height: 0px; font-family: "Helvetica Neue", Helvetica, Arial, sans-serif; font-size: 13px;">
<p><br></p>
</div><textarea class=" required_redactor html_paragraph span12" rows="6" placeholder="" name="helpdesk_ticket[ticket_body_attributes][description_html]" id="helpdesk_ticket_ticket_body_attributes_description_html"
style="display: none;"></textarea>
</div>
<div class="single_file">
<div class="attach-wrapper row-fluid new-attach" id="attachment-type" data-multifile-enable="true" data-location="portal">
<div class="attachments-list-wrap">
<div class="attachments-list-form" id="ticket-container">
<div class="attachment_contents">
<div id="ticket-attachments" class="attachments-wrap shared_attachment_list">
</div>
</div>
</div>
<div class="clearfix"></div>
<div class="hidden_upload">
<div class="add_attachment"><span>+</span> Attach a file</div>
<input type="file" name="emptyfile" id="ticket_file" data-attach-id="ticket" namewhenfilled="helpdesk_ticket[attachments][][resource]" filecontainer="ticket-container" filelist="ticket-attachments" sendfocusto="ticket-body"
max_size="20" max_attachment="" class="original_input">
</div>
</div>
<!-- screenshot-->
<!--screenshot end -->
</div>
<script id="file-list-template" type="text/x-jquery-tmpl"> <div class="item">
<span class="{{if (!file_valid) }} alert-invalid {{/if}}">
${name} {{if (size != '0' && size != '0.00 KB ') }} (${size}) {{/if}} -
</span>
<span>
{{if (file_valid) }}
<a href="javascript:void(0)" onclick="Helpdesk.Multifile.remove(this); return false;" inputId="${inputId}" class="attachment-close"></a>
{{/if}}
{{if (!file_valid)}}
{{if (is_blocked) }}
<div>
<span class="alert-invalid-attach-text">
Your attachment(s) type is/are not supported.(Not Added)
</span>
</div>
{{else}}
<div>
<span class="alert-invalid-attach-text">
Exceeds attachments size(Not Added)
</span>
</div>
{{/if}}
{{/if}}
</span>
</div>
</script>
<script type="text/javascript">
// Fix for Firefox/IE - To override :hover style persistance after click on input[type=file] element
jQuery('div.attach-wrapper a[data-toggle="dropdown"]').bind('click', function() {
jQuery(this).parents('div.attach-wrapper').find('a.attach-link-wrap').first().css({
'background-color': 'inherit',
'background-image': 'inherit',
'color': 'inherit',
'box-shadow': 'inherit'
});
});
jQuery('li.portal-attach a.attach-link-wrap').bind('mouseover', function() {
jQuery(this).removeAttr('style');
}).bind('mousemove', function(event) {
// Fix to move "Browse" button along with mouse pointer - fix for IE.
p = jQuery(this).find('div').first();
newLeft = Math.min(175, Math.max(event.clientX - p.offset().left + p.position().left - 5, 0));
window.title = newLeft;
p.css({
left: newLeft,
top: 0
});
})
</script>
</div>
</div>
</div>
<div class="control-group ">
<label class=" control-label cf_studio_reason_for_contact_1828020-label " for="helpdesk_ticket_cf_studio_reason_for_contact_1828020">What is the reason for your query</label>
<div class="controls ">
<select class=" dropdown_blank dynamic_sections" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_studio_reason_for_contact_1828020]" id="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020">
<option value="">...</option>
<option data-id="80005516331" value="Change my address">Change my address</option>
<option data-id="80005516332" value="Change my preferences">Change my preferences</option>
<option data-id="80005528579" value="Close my account (Pay now customer)">Close my account (Pay now customer)</option>
<option data-id="80005528580" value="An item was missing from my parcel">An item was missing from my parcel</option>
<option data-id="80005528581" value="Delivery charges">Delivery charges</option>
<option data-id="80005528582" value="I've received the wrong items">I've received the wrong items</option>
<option data-id="80005528583" value="My parcel shows as delivered, but I've not received it">My parcel shows as delivered, but I've not received it</option>
<option data-id="80005528584" value="Where is my order?">Where is my order?</option>
<option data-id="80005528585" value="Studio Pay credit account">Studio Pay credit account</option>
<option data-id="80005528586" value="Cancel my item">Cancel my item</option>
<option data-id="80005528587" value="I'd like more information about an item">I'd like more information about an item</option>
<option data-id="80005528588" value="My item has the wrong personalisation">My item has the wrong personalisation</option>
<option data-id="80005528589" value="My item is damaged/faulty">My item is damaged/faulty</option>
<option data-id="80005528590" value="One of the parts was missing from my item">One of the parts was missing from my item</option>
<option data-id="80005528591" value="The offer has not been applied to my order">The offer has not been applied to my order</option>
<option data-id="80005528592" value="Help with an existing return">Help with an existing return</option>
<option data-id="80005528593" value="I need to return an item">I need to return an item</option>
<option data-id="80005528594" value="I need help logging in">I need help logging in</option>
<option data-id="80005528595" value="I'm experiencing issues using the app">I'm experiencing issues using the app</option>
<option data-id="80005528596" value="I'm experiencing issues using the website">I'm experiencing issues using the website</option>
</select>
</div>
</div>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528579 picklist_section_80005528579 hide"> <div class="control-group ticket_section">
<label class=" required control-label cf_closeaccreason_1828020-label " for="helpdesk_ticket_cf_closeaccreason_1828020">Why would you like to close your account?</label>
<div class="controls ">
<select class=" required dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_closeaccreason_1828020]" id="helpdesk_ticket_custom_field_cf_closeaccreason_1828020"><option value="">...</option>
<option data-id="80005528606" value="Product related">Product related</option>
<option data-id="80005528607" value="Service related">Service related</option>
<option data-id="80005528608" value="Financial service related">Financial service related</option>
<option data-id="80005528609" value="Other">Other</option></select>
</div>
</div>
</textarea>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528583 picklist_section_80005528583 hide"> </textarea>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528584 picklist_section_80005528584 hide"> <div class="control-group ticket_section">
<label class=" required control-label cf_itemid_1828020-label " for="helpdesk_ticket_cf_itemid_1828020">Which item(s) are you querying?</label>
<div class="controls ">
<input class=" required text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_itemid_1828020]" id="helpdesk_ticket_custom_field_cf_itemid_1828020" />
</div>
</div>
</textarea>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528586 picklist_section_80005528586 hide"> <div class="control-group ticket_section">
<label class=" required control-label cf_cancel_my_item_1828020-label " for="helpdesk_ticket_cf_cancel_my_item_1828020">Which item(s) are you wanting to cancel?</label>
<div class="controls ">
<input class=" required text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_cancel_my_item_1828020]" id="helpdesk_ticket_custom_field_cf_cancel_my_item_1828020" />
</div>
</div>
<div class="control-group ticket_section">
<label class=" required control-label cf_why_are_you_wishing_to_cancel_this_item_1828020-label " for="helpdesk_ticket_cf_why_are_you_wishing_to_cancel_this_item_1828020">Why are you wishing to cancel this item?</label>
<div class="controls ">
<select class=" required dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_why_are_you_wishing_to_cancel_this_item_1828020]" id="helpdesk_ticket_custom_field_cf_why_are_you_wishing_to_cancel_this_item_1828020"><option value="">...</option>
<option data-id="80005528597" value="Taking too long to arrive">Taking too long to arrive</option>
<option data-id="80005528598" value="Bought something else instead">Bought something else instead</option>
<option data-id="80005528599" value="Changed my mind">Changed my mind</option>
<option data-id="80005528600" value="A different item was cancelled so I no longer need this">A different item was cancelled so I no longer need this</option></select>
</div>
</div>
</textarea>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528591 picklist_section_80005528591 hide"> <div class="control-group ticket_section">
<label class=" control-label cf_offerid_1828020-label " for="helpdesk_ticket_cf_offerid_1828020">If your query is about an offer code, which code is it?</label>
<div class="controls ">
<input class=" text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_offerid_1828020]" id="helpdesk_ticket_custom_field_cf_offerid_1828020" />
</div>
</div>
</textarea>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528592 picklist_section_80005528592 hide"> <div class="control-group ticket_section">
<label class=" control-label cf_returnsid_1828020-label " for="helpdesk_ticket_cf_returnsid_1828020">Returns tracking ID</label>
<div class="controls ">
<input class=" text section_field span12" placeholder="" type="text" name="helpdesk_ticket[custom_field][cf_returnsid_1828020]" id="helpdesk_ticket_custom_field_cf_returnsid_1828020" />
</div>
</div>
<div class="control-group ticket_section">
<label class=" required control-label cf_returnsmethod_1828020-label " for="helpdesk_ticket_cf_returnsmethod_1828020">How was this parcel returned?</label>
<div class="controls ">
<select class=" required dropdown_blank section_field" data-placeholder="..." name="helpdesk_ticket[custom_field][cf_returnsmethod_1828020]" id="helpdesk_ticket_custom_field_cf_returnsmethod_1828020"><option value="">...</option>
<option data-id="80005528601" value="Home Collection">Home Collection</option>
<option data-id="80005528602" value="ParcelShop">ParcelShop</option>
<option data-id="80005528603" value="Post Office">Post Office</option>
<option data-id="80005528604" value="Locker">Locker</option>
<option data-id="80005528605" value="Other">Other</option></select>
</div>
</div>
</textarea>
<textarea class="helpdesk_ticket_custom_field_cf_studio_reason_for_contact_1828020_picklist_section_80005528594 picklist_section_80005528594 hide"> <div class="control-group ticket_section">
<label class=" required control-label cf_dateofbirth_1828020-label " for="helpdesk_ticket_cf_dateofbirth_1828020">Your DateOfBirth</label>
<div class="controls support-date-field ">
<input type="text" name="helpdesk_ticket[custom_field][cf_dateofbirth_1828020]" id="helpdesk_ticket_custom_field_cf_dateofbirth_1828020" class=" required date section_field datepicker_popover" readonly="readonly" data-show-image="true" data-date-format="d M, yy" placeholder="" />
</div>
</div>
</textarea>
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<div class="form-actions">
<input type="submit" name="commit" value="Submit" id="helpdesk_ticket_submit" class="btn btn-primary">
<a class="btn" href="https://help.studio.co.uk/en/support/home">Cancel</a>
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</form>Text Content
Back to site
Back to site
HOW CAN WE HELP YOU?
* Deliveries
* Delivery Methods
* Delivery FAQ's
* Orders
* Completed Orders
* Placing Orders
* Product Info
* Returns
* Returns
* Returns FAQ's
* Refunds
* Financial Services
* Studio Pay Credit Account FAQs
* Payment Plans
* Care Plan / Warranties
* T's & C's
* Servicing FAQs
* Regulated Complaints
* My Account
* Getting Started
* Technical
* Personalisation
* Personalisation
* Site Policies
* T's & C's
* Other Policies & Services
* Privacy & Cookies Policy
* Contact Us
* Deliveries
* Delivery Methods
Delivery Methods
Delivery Services
When you place an order with us, we'll allocate each parcel to a delivery
service once your order has been processed & confirmed.
Our delivery partners are:
* Evri - Most of our parcels will be delivered by Evri, especially smaller
parcels for shipping items such as clothes or small gifts.
* Arrow XL - Some of our larger items require a specialist 2-person
delivery service due to the size or weight of the parcel. During those
cases Arrow XL will deliver those parcels.
* Supplier's own - Some of our Direct Dispatch suppliers choose to use
their own delivery partners which may include the above, but also other
carriers such as DPD and Royal Mail.
The expected delivery time will vary per product, but you'll be able to see
this information on each product page online. Usually you can expect the
following-
* Small items shipped by Studio - 3 to 7 days for delivery.
* Personalised items shipped by Studio - 5 to 10 days for delivery.
* Items shipped from Direct Dispatch suppliers - up to 10 days for
delivery.
Once your order has been placed, a confirmation will follow a day or so
later letting you know how many parcels to expect, alongside the parcel &
carrier details.
Delivery costs are applied on a per order basis, so if you order several
items requiring multiple parcels & carriers, you'll only be charged one
postage charge.
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Delivery Costs
Delivery costs are applied on a per order basis, so if you order several
items requiring multiple parcels & carriers, you'll only be charged one
delivery charge.
Your delivery charge will either be:
* £4.99* if you're ordering Small items or
* £19.99 if your order includes any Large or Premium item(s).
You'll see confirmation of your delivery charge at the end of checkout.
Which items are Small items?
Most of the items we sell are considered small - think clothing, novelty
gifts, small household items. These items are dispatched via our day-to-day
delivery partners and usually require one delivery man, and a small
delivery vehicle to get them to your front door safely. You can order as
many small items as you like on your order, and will only be charged one
£4.99* delivery charge, even if we need to send your order in multiple
parcels.
Which items are Large items?
We also sell a selection of larger and bulky items - think furniture &
large appliances. These items require a specialised delivery service to get
them to your front door safely. Larger delivery vehicles may be needed, and
we may even need more than one delivery man. When ordering larger items you
will be charged one £19.99 delivery charge on your order. This means you
can order as many large items as you like, and even some small items, and
only receive one delivery charge.
Some high value items also carry a £19.99 premium delivery price.
To identify a Large or Premium item on the website, just look out for this
symbol on the item page:
( *additional charges apply for deliveries to remote parts of the UK,
please see the Deliveries T's & C's for further details ).
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* Delivery FAQ's
Delivery FAQ's
Where is my order?
For most orders, you can track the status of each parcel when logged into
the site.
Once you are logged in to My Account you can check the status of your order
by clicking Your Orders and then selecting which order you'd like to know
more about. You'll be able to see how many parcels to expect for each
order, and also track most of your parcels.
If you have an account with us, but don't yet have a login to the website,
why not register your account now.
With our standard delivery service, you should receive your goods within 3
to 7 days. For personalised items please allow 5 to 10 days for delivery.
Our main delivery partner, Evri, now allows you to save your delivery
preferences from within the Evri app. This includes choosing your preferred
safe place location, adding some notes and you can even provide a picture
to help point the delivery driver in the right direction. To take advantage
of this feature-
1. Download the Evri app from your preferred app store
2. Within the app press 'more', then 'my places'
3. Find your address, and follow the instructions in the app to save your
preferences
Please note that some products, such as large or heavy items, may take
longer than 7 days to be delivered, and may arrive via a specialist
carrier. These instances are highlighted next to the relevant items on the
item details page online or in the catalogue page.
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How can I track my order?
You can track the status of your order on the site.
Once you are logged in to My Account you can check the status of your order
by clicking Your Orders and then selecting which order you'd like to know
more about. You'll be able to see how many parcels to expect for each
order, and also track most of your parcels.
If you have an account with us, but don't yet have a login to the website,
why not register your account now.
If you're unable to access your account online, please refer to the
delivery estimates provided when your order was placed. These can be found
on any emails we've sent to you about your order.
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My Evri tracking shows as we're expecting it - what does this mean?
We, or one of our suppliers, has let Evri know to expect your parcel.
Usually you would only see the 'we're expecting it' message for a short
period of time, but there may be occasions where it takes a few days before
progressing further.
If you're concerned your parcel is taking a while to progress further, we'd
recommend you check your order details first as your order may still be
within the expected delivery timescales. Your parcel may have been marked
as dispatched prematurely.
Otherwise, if your order is taking longer than you've been advised and it
has not progressed for over 5 days please get in touch with our Customer
Services team so we can help you further.
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What will happen if I am not in when the parcel is delivered?
For most deliveries the carrier will give you advanced notice by sending
you email or text messages, keeping you updated as your parcel makes it's
way to you. This also includes sending you an estimated delivery timeslot
in many cases so you can arrange for someone to be home.
When delivering any of our standard items, if you're not in the courier
will usually attempt to leave the parcel with a neighbour or in a secure
location and they'll let you know (by email, sms or leaving a card through
your post box).
If there is nowhere safe to leave your parcel, they'll let you know they've
attempted delivery & will try again, usually on the next day.
If your order is for heavy or large items (think large furniture or
appliances) the courier will send you a message in advance to schedule the
delivery.
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Can my order be delivered to a different address?
All customers who have previously ordered from us are able to send an order
to an alternative address.
Your preferred delivery address:
* needs to be a registered UK property.
* needs to be provided during the checkout process
You will not be able to nominate an alternative delivery address after you
place your order.
If you'd like your order to be delivered to a UK business address, please
bear in mind that the delivery company will need easy access to the
premises and a safe location to park the delivery vehicle. There must also
be someone available to accept the goods upon delivery. To avoid
disappointment, we would recommend you only choose a delivery address that
is accessible 7 days a week, between 8am to 8pm.
Please note - If you're a new Studio Pay customer, who hasn't received &
paid for your first orders, for security reasons your first deliveries must
go to the billing address.
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My parcel shows as delivered, but I've not received it
We're sorry to hear that you've not received your parcel. It may be that
the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been
left in a safe place. It's also worth checking the delivery information
within the tracking, as any delivery images captured by the driver may help
you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may
have left the parcel with them.
If you still need some help after checking the above, please contact
Customer Services and we'll be happy to help you.
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Can you deliver my order overseas?
Sorry, but we are unable to deliver outside of the UK.
We allow deliveries within the UK, including Northern Ireland.
Please note, we are no longer able to deliver to British Forces Post Office
(BFPO) locations.
For further information on deliveries, including details regarding remote
areas of the UK, please check our Deliveries page.
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* Orders
* Completed Orders
Completed Orders
Can I change my order?
Once an order is placed we're unable to change any of the details. Any
required changes would need to be done by placing separate orders.
If you are looking to add a further item to your order, we recommend that
you add it onto a future order, doing so will save on the postage costs
which are charged for each new order.
If you are wanting to cancel an item from an order you've already placed,
please see our Can I cancel my item? article to see what's possible.
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Can I cancel my item?
In most cases yes but it'll depend on the type of item you've ordered and
how far your order has progressed.
Here's how you can tell if your item can be cancelled:
* If the item is being sent directly from the supplier (Direct Despatch)
and isn't on its way yet - In these cases, you may have time to cancel
it. You can check if the item is direct from the supplier if it mentions
DIRECT DESPATCH on the product page.
* If your item has been delayed - Sometimes if we're waiting on stock for
a particular item, we'll send you an update to let you know that it
might take a little longer than expected and give you details on when we
expect to have more stock. In this case, you should have time to
successfully cancel.
* If your item is a suite or white goods and isn't on its way yet - In
some cases, you may have time to cancel.
If you want to request a cancellation for an item, please get in touch with
our Customer Services team with your account and order details.
Please note, there are some occasions where we won't be able to cancel your
order for you, they are:
* If you've ordered an item that comes from our warehouse - From the
moment your order is processed, the order is fed through to our
warehouse and picked off the line as soon as possible. We don't have a
facility to intercept your order once it enters this process. You'll be
able to tell if your item is coming from our warehouse if it has our
standard delivery of 3-7 days on the product page.
* If your item is personalised - As these items are custom-made to your
needs, you wont be able to cancel.
If your item is already on the way, or you've since received it and want to
know if it can be returned, you can check here for further help: How do I
return my item?
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My item is damaged
We are sorry to hear your item is damaged.
If your item has been delivered damaged, please get in touch with our
Customer Services team within 30 days from the delivery date so we can help
you.
When contacting us please try to have your order details to hand so we can
help you more easily.
When returning any items please ensure you complete & enclose a Goods
Return Form inside the parcel. This can be found on the back of any Parcel
Contents Note, or you can download and print one from here.
Alternatively, you could pop a piece of paper inside your parcel, with the
following details listed clearly:
* Your Name & Address
* You Account Number
* Parcel Contents Note Number
* Item Number(s)
* Reason for Return
Most of this information can be found online when you login to your account
and browse your orders.
For your own peace of mind, we would also encourage you to keep a receipt
from the courier as proof of your return.
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An item was missing from my parcel
We're sorry to hear an item was missing from your parcel. There could be a
couple of explanations for this.
* Not enough stock - On rare occasions, we may not be able to fulfill your
order in full. During these circumstances, your parcel contents note
document would be marked to indicate that the item is not available
(line marked through the product). We would then credit/refund the
affected item - please check if you've received an email confirming a
credit or refund for the missing item.
* Item being sent separately - On rare occasions, we may need to ship a
product in a separate package. This may be the case when the item is too
big to fit alongside the other items, or if there is an expected delay
and we want to avoid the rest of your order being delayed. During these
circumstances, the item will be highlighted on the parcel contents note
and it will arrive separately after a short delay.
If you're missing any items that are not covered by the above scenarios,
please contact Customer Services within 30 days of the parcel being
received.
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You've sent me the wrong item
We're sorry to hear there's been a problem with your order.
Please contact our Customer Services team with full details of the wrong
item that you've received and we will investigate this for you.
When contacting us, please also provide an image to show our Customer
Services team the wrong item. This will help us better understand your
query so we can help you.
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My item is incomplete (missing parts)
We're sorry to hear there is a problem with your item.
Please contact our Customer Services team within 30 days of the parcel
being delivered. When contacting us, please let us know full details of
which part is missing so that we can better understand the problem and help
you further.
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* Placing Orders
Placing Orders
What is an order code/offer code?
The Offer Code lets us know which brochure you are ordering from and which
special offer you are claiming.
Offer Codes are issued in a few different ways:
* They are sent alongside paper leaflets and catalogues.
* They are sent to you by other methods, such as promotional emails.
* They are published onto our website to highlight a current offer or
promotion.
Offers Codes are limited to specific events and are not usually available
to all customers. If you'd like to receive our latest offers, we would
recommend that you opt in to marketing messages.
If you've received an Offer Code and would like to apply it to your order,
you can enter it on the Review Order page during checkout. Enter your offer
code and press the button to apply the code. You'll see confirmation of the
offer code on the page and also on the email we send confirming receipt of
your order.
All offers are subject to individual Terms and Conditions that you will
have been sent, please refer to these for further information on specific
offers.
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Can I shop without opening a credit account?
Yes, you can.
We don't currently offer a 'guest' checkout, so keep in mind when you first
order from us you'll need to let us know some of your details so we can
create an online profile & account for you. This just means you'll be able
login to keep an eye on your orders, plus it'll make it easier for you to
place any future orders.
The checkout journey will also ask you how you'd prefer to pay for your
order. This is where you can choose to set up a credit account, or to pay
during checkout.
If you choose to pay during checkout and realise at a later date that you'd
prefer to have a credit account instead, you'll be able to pick this option
next time you place an order.
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Why are the item prices online different to those in my leaflet?
Item pricing can vary based on where each item is promoted.
Some pricing seen in printed material may be valid for the lifecycle of
each catalogue or leaflet. Whereas with the website, online prices are
reviewed and adjusted regularly alongside online offers.
Sometimes we may also have special offers available via an Offer Code which
is usually 3 digits long, for example 033. These types of codes may reduce
the cost of your items or orders.
If you have been sent an offer code and want to apply it to your order, you
can enter it at the bottom of the Review Order page during checkout.
Please note - All offers are subject to individual Terms and Conditions
that you will have been sent, please refer to these for further information
on specific offers.
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How can I place an order?
Ordering online is easy. You just need to add the items you want to your
shopping basket / bag to get started.
To find the items you're looking for you can either: -
* browse using the product categories or
* type what you are looking for in the search box
* You can also use the filters if you want to narrow the items down to a
particular brand, colour etc.
Once you're ready to place the order head to your basket / bag and pick the
checkout option. From there you'll just need to follow the instructions to
let us know where you want the order to go and how you'd prefer to pay for
it.
We'll keep you updated throughout so you know when to expect your order.
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I'm having problems adding items to my basket
Sorry to hear you're having problems ordering online - here are a few tips
you can try:
* If you are struggling when trying to order a personalised item please
ensure that pop-ups are allowed on your browser, this will ensure that
you are able to access the personalisation prompt.
* If you are trying to order an item with a choice of sizes or colours,
please check that you've selected which size and/or colour you're
wanting to order. If the one you're after doesn't let you click it, or
has a line through it, that usually means we do not have stock for that
option.
* If you see a message indicating that the item is no longer on sale then,
unfortunately, the item cannot be ordered.
If you are still experiencing difficulties, please contact us with full
details of the problem so that we can investigate further.
If you have other items in your basket don't worry the contents of your
basket will be saved for 30 days, the stock availability will be checked
again when you re-visit your basket.
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* Product Info
Product Info
Size Guide
When it comes to help with sizing, there are a couple of support options
available to you.
We have Size Guide support directly on our website here. This includes
measurement information in centimetres & inches, and also further support
on how to best measure to get the right sizing.
--------------------------------------------------------------------------------
Or if you just need a quick understanding, the below information may help
you:
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Manufacturers' Helplines
Need some extra information about a product? Or perhaps a spare part or
instruction manual? It may be worth contacting the manufacturer directly
with one of the customer helpline numbers below.
ManufacturerPhone NumberACER0371 760 1005AIRSPRUNG01225 779103AKAI0871 221
3623AKURA0845 293 7698APPLE0800 048 0408AQUA SPA020 7113 9073ASUS01442
265548BE MODERN0191 430 0901BEDMASTER01924 420700BEKO0333 207
9710BELDRAY0161 934 2240BESTWAY (LAY Z SPA)0345 5760 116BLACK & DECKER01753
511234BODY SCULPTURE01274 693888BOSCH0344 8928979BREVILLE0800
525089CELLO0333 433 0312CHARLES BENTLEY01509 232757DAEWOO03330 144
477DIGIHOME0800 3444 28EINHELL0151 6491500FLYMO0344 8444558FOREST
GARDEN03333213142 / 03337777089FUJIFILM0844 553 2322GARDECO01562
824463GARMIN0808 238 0000GEORGE FOREMAN0345 209 7461GTECH0800 484
0215HADEN01909 544 570HOOVER0344 499 5599HOTPOINT0344 822 4224HP0870 010
4320HUAWEI0800 088 6700INDESIT0344 822 4224INTEMPO0161 934 2268ITEK0871 221
3620JVC0345 310 8000KARCHER01295 234020KETER0121 5060008LENOVO020 3014
0095LG0344 847 5454LLOYTRON01942 687040MCCULLOCH0344 8444558MORPHY
RICHARDS0344 871 0944MOTIVE FITNESS0800 3101 202NAVMAN/MIO0129 356
6100NESCAFE DOLCE GUSTO0800 000030NEST0300 020 0090NEXTBASE02920 866
429NINTENDO0345 60 50 247NUMATIC01460 269267PALRAM01302388700 /
01302380775PANASONIC01254 690505PHILIPS0800 331 6016PIFCO0871 221
3615RING01727 263045ROYALCRAFT0800 0146214RUSSELL HOBBS0345 658
9700SABICHI01909 544570SALTER0161 934 2268SAMSUNG0330 726 7864SHARP00 1 630
378 3377SILENTNIGHT0333 123 0892SONY020 7365 2810STORE MORE0161
4303347SWAN0333 220 6050TEFAL0345 602 1454TOM TOM020 7949 0132TOSHIBA0333
222 7444TOWER0333 220 6066TRESPASS0800 0119200VAX0330 026 8455V-FIT0800
3101 202WARMLITE0333 220 6056WEBB01793 333212WHITE KNIGHT0344 879
7422XER-FIT0800 3101 202
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Energy Ratings Explained
What is applicable?
Fridges
Freezers
Fridge Freezers
Wine Coolers
Washing Machines
Washer Dryers
Dishwashers
TVs
Monitors
Why are energy ratings changing?
Prior to 2021 the products would have been rated between A for high
efficiency, and an F for low efficiency. However, the rating system became
complicated as more efficient models were introduced and rated A, A and A.
From March 2021, all new products brought to the market will now be rated
using a simple A to G ranking system instead. All new products will show
the relevant energy label on the website that will show what rating the
product has been given. The label will also show a handy QR code that when
scanned with a smartphone will give more additional product information
(AKA product fiche). Product information sheets are also available on
request, feel free to get in touch for more information.
Why do some products have two labels one for UK and one for EU?
This is simply because we (Studio or Ace) can sell this product in both the
Mainland UK and Northern Ireland. For products that are not available for
dispatch in Northern Ireland, they will only need to have the UK label
shown.
The information on the labels is the same, the only difference being the
flag logo in the top left-hand corner.
Why are some products still showing as A, A and A energy labels online?
There'll be some time where brands are still changing things over. Because
of that, retailers can sell products that follow the old ratings until 1st
December 2021.
Please note, some products that were manufactured before March 2021 are
still in the transition period and energy labels and Product Information
Sheets (Product Fiche) may not be available for these.
For further information or queries regarding Energy Labels or Product
Information Sheets, please customer us.
What do the new labels mean?
1. QR Code When scanned with a smartphone camera, it will take you to a
link that shows the Product Information Sheet.
2. Rating scale from A-G with A being the most efficient.
3. Rating for this product based on the new energy rating scale.
4. Energy usage of the product
5. Product specific information including capacities, noise levels etc
relevant to the product.
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Product Recalls
COSATTO CHILDRENS SLEEPING BAG
Item numbers: 24799998, 24800317, 24800341, 24800775, 24800783, 24800791,
24800821, 24800856, 24800872, 24801143, 24804126, 24804134, 24804169,
24804223, 24804258, 24804304, 24804312, 24804320
We have been made aware by our Supplier of a potential safety issue
relating to the sleeping bags where the poppers used on them may detach,
causing a small parts hazard. Whilst we understand that Cosatto have not
received any reports of the poppers becoming detached, they have
nonetheless taken the precautionary decision to voluntarily recall all
sleeping bags with immediate effect.
Please see below details of the colourways affected:
What do I need to do?
YOU SHOULD CEASE USE OF THE PRODUCT IMMEDIATELY.
Get in touch with our Customer Services team. One of our advisors will
arrange a free home collection for you or talk you through the alternative
options.
--------------------------------------------------------------------------------
SNAFFLING PIG CO. PORK SCRATCHINGS / CRACKLING
SNAFFLING PIG PERFECTLY SALTED PORK SCRATCHINGS/CRACKLING CONTAINED IN THE
VIRGINIA HAYWARD CHRISTMAS HAMPER
Our Supplier has notified us of a risk of salmonella in some of their
product lines and our Supplier has taken a precautionary step of recalling
other lines which may be affected. This includes all Snaffling Pig Pork
Scratching and Crackling products (sold by Studio or Ace as part of the
Virginia Hayward Christmas Hamper) with a best before of 25th June 2022 or
earlier. The best before date can be found on the back of pack.
Affected customer who still have this product should not eat it. Please
take a photo and email it to hungry@snafflingpig.co.uk for a refund
directly from our Supplier. Please then dispose of the product.
On behalf of our Supplier, we apologise to customers for any inconvenience
that this has caused. We will continue to work closely with our product
suppliers to minimise issues like this.
Thank you for your understanding.
--------------------------------------------------------------------------------
FITBIT IONIC SMARTWATCH (2017 2020)
Product code:44932073
We understand that Fitbit have announced a voluntary recall of their Fitbit
Ionic smartwatches which were introduced in 2017 and ceased production in
2020 as there is a risk that the battery in the Ionic smartwatch can
overheat, posing a burn hazard.
This recall is specific to Fitbit Ionic devices and does not impact any
other Fitbit smartwatches or trackers.
If you own a Fitbit Ionic, please stop using your device and contact the
manufacturer directly via https://www.fitbitionic.expertinquiry.com/ to
receive a refund. Additional details regarding this recall can be found at
https://help.fitbit.com/en/ionic.htm. If you have any questions not
answered below, you can call Fitbit's customer service team on +44808 164
9035.
Any customers who have passed this product onto a 3rd party, should bring
this recall notice to their attention.
On behalf of our Supplier, we apologise to customers for any inconvenience
that this has caused. We will continue to work closely with our product
suppliers to minimise issues like this.
--------------------------------------------------------------------------------
KITSOUND FUNK 25 TRUE WIRELESS EARBUDS
IMPORTANT SAFETY WARNING
ALL BATCHES AND ALL COLOURS ARE AFFECTED BY THIS PRODUCT RECALL NOTICE
The products were on sale from July 2020 to June 2021.
Brand: KitSound by Kondor Ltd.
Product identified by a label KitSound/KSFUN25 located on the charging case
within the ear bud recess.
There is a risk of overheating of the charging case if it is connected to a
charging device or power source which inputs more than 5 volts. There is a
burn risk if the charging case overheats and is subsequently touched.
* Stop using the product immediately.
* Contact Studio/Ace to arrange a collection for a credit or refund.
* Charging case must be included on all returns.
Please note that no other KitSound or product sold by Studio or Ace is
affected by this safety notice.
We apologise that it has been necessary to recall this product and for any
inconvenience caused.
Product Codes:
24719471 - Black
24719528 - Grey
24719501 - Pink
24719536 - Mint
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WHIRLPOOL WASHING MACHINE SAFETY WARNING
In brief
Whirlpool is preparing to recall certain Hotpoint and Indesit washing
machines manufactured between October 2014 and February 2018 which can pose
a potential fire safety risk. Studio/Ace has identified all models
purchased from us that maybe affected and we will contact those customers
directly. Customers may also contact Whirlpool directly on 0800 316 1442 or
visit https://washingmachinerecall.whirlpool.co.uk to check if their
appliance is affected.
* Affected customers will be offered the choice of either a free-of-charge
like-for-like replacement washing machine, or a free-of-charge in-home
repair of their existing appliance.
* To avoid all risk associated with the use of affected models, customers
should unplug their washing machines and not use them.
* If nevertheless customers do use their appliance, they should only use
cold water cycles of 20C or lower as this significantly reduces the risk
Full details
Whirlpool Corporation is alerting customers to a potential fire safety risk
concerning certain models of Hotpoint and Indesit washing machines as it
prepares to launch a product recall. Studio/Ace has identified all models
purchased from us since 2014 that maybe affected and we will contact those
customers directly. Owners of appliances may also contact Whirlpool
directly to check if their washing machine is one of the models affected.
Up to 519,000 washing machines sold in the UK may be affected.
* Whirlpool will begin the recall in early January.
* To avoid all risk associated with the use of affected models, customers
should unplug their washing machines and not use them.
* If nevertheless customers do use their appliance, they should only use
cold water cycles of 20C or lower as this significantly reduces the
risk. This is because the issue is associated with the washing machines
heating element being activated during washing cycles above 20C.
Under the recall, all affected customers will have the choice of either a
free-of-charge like-for-like replacement washing machine, or a
free-of-charge in-home repair of their existing appliance. Under the
replacement option, Whirlpool will collect and dispose of customers'
affected washing machines and deliver the new products free-of-charge.
The issue affects certain washing machines sold in the UK under the
Hotpoint and Indesit brands that were manufactured between October 2014 and
February 2018. It does not concern Whirlpool branded washing machines.
Customers can instantly check if their washing machine is affected by
visiting https://washingmachinerecall.whirlpool.co.uk. This site includes
an online model checker tool, as well as a full list of model numbers.
Alternatively, customers can call Whirlpools freephone hotline 0800 316
1442 where an adviser can assist with checking their model and providing
further information 7 days a week.
To check if a washing machine is potentially affected, customers will need
both the model number and the serial number of the appliance. Both of these
codes can be found inside the door, or alternatively on a label on the rear
of the appliance. The website or call centre agents will guide customers to
where to find these labels and what information to provide.
No serious injuries have been reported.
--------------------------------------------------------------------------------
BOYS DRESS UP
PLEASE STOP USE IMMEDIATELY
Date: 29/10/2018
Item Number 242-312-58
We place significant importance on the quality and safety of products we
offer to our customers. During our routine safety testing, we have
identified a potential safety hazard the Boys Dress Up.
The item has failed in the flammability testing, resulting in a potential
for personal injury should the product come into contact with a naked
flame.
AS A PRECAUTION, TO SAFEGUARD OUR CUSTOMERS, WE URGE YOU TO STOP USING THE
PRODUCT IMMEDIATELY and return it to our Quality Control Department at the
address listed below free of charge.
Quality Control Department
Studio Retail Limited
FREEPOST NWW4488A
PO Box 35
Accrington
Lancashire
BB5 4ZX
Otherwise please contact Customer Services.
We will place a full credit for the item on your account. This does not
affect your statutory rights.
May we take this opportunity to apologise for any inconvenience caused by
this isolated incident and stress that the quality and safety of our
products and the safety of our customers is of paramount importance to us
as a business.
--------------------------------------------------------------------------------
RETRACTABLE STAIR GATE
PLEASE STOP USE IMMEDIATELY
Date: 29/10/2018
Item Number 242-298-65
We place significant importance on the quality and safety of products we
offer to our customers. During our routine safety testing, we have
identified a potential safety hazard the Dreambaby Retractable Gate.
The item has failed in the Structural testing, resulting in a potential for
personal injury should the product fail whilst in use.
AS A PRECAUTION, TO SAFEGUARD OUR CUSTOMERS, WE URGE YOU TO STOP USING THE
PRODUCT IMMEDIATELY and return it to our Quality Control Department at the
address listed below free of charge.
Quality Control Department
Studio Retail Limited
FREEPOST NWW4488A
PO Box 35
Accrington
Lancashire
BB5 4ZX
Otherwise please contact Customer Services.
We will place a full credit for the item on your account. This does not
affect your statutory rights.
May we take this opportunity to apologise for any inconvenience caused by
this isolated incident and stress that the quality and safety of our
products and the safety of our customers is of paramount importance to us
as a business.
--------------------------------------------------------------------------------
LEE STAFFORD COCO LOCO STRAIGHTENER
Item Number 239-126-77, Model ref LSHS15, Batch code 1623
As part of ongoing quality checks, we have identified a potential safety
hazard involving the swivel mains connection of the appliance, which could
result in an electric shock.
In two instances, Batch Code 1623, the mains swivel connection has failed,
allowing the mains lead to pull out from the straightener. Owners of
product with the above batch code should immediately stop using the
appliance.
The Model reference and Batch code are printed onto the rating plate,
located on the top of the lower half of the straightener handle.
No other Lee Stafford Coco Loco product is affected by this recall.
Customers who have products with the above Batch code should contact the
supplier:
MPH Home Ltd. Customer Service: 0345 467 6743
or email: warranty@mplhome.com
We apologise for any inconvenience caused.
--------------------------------------------------------------------------------
HELSINKI AND MERCURY LAMPS
PLEASE STOP USE IMMEDIATELY
241-164-40 Helsinki Table Lamp
241-165-67 Helsinki Floor Lamp
241-165-48 Mercury Table Lamp
241-165-56 Mercury Floor lamp
During our routine quality checks, we have identified a potential safety
hazard with the above listed items.
In a small number of cases the consumer may receive an electric shock.
AS A PRECAUTION, PLEASE STOP USING THIS PRODUCT IMMEADIATELY, AND UNPLUG IT
We urge you to return the item to our Quality Control Department at the
address listed below free of charge:
Quality Control Department
Studio Retail Limited
FREEPOST NWW4488A
PO Box 35
Accrington
Lancashire
BB5 4ZX
Otherwise please contact Customer Services.
Upon receipt of your return a full credit for the item will be placed on
your account. This does not affect your statutory rights.
May we take this opportunity to apologise for any inconvenience caused by
this isolated incident and stress that the quality and safety of our
products and the safety of our customers is of paramount importance to us
as a business.
--------------------------------------------------------------------------------
VTECH PACK AND GO TRAVEL MOBILE
Item Reference 240-536-27XX, first four digits of VTech model ID engraved
on the toy: 5030.
The clamp that attaches the mobile on a crib or on a playpen consists of
two pieces of white and orange plastic.
After a few months of use, the white part may show signs of cracking and
weaken the clamp.
To date the manufacturer has received four consumer comments in France
about the cracks. In none of the cases has the mobile fallen into a cot or
play pen. The risk is very small but -as a precaution- the manufacturer has
decided to withdraw the product from the sale.
If you have one of these mobiles and if you still use it with its arm and
clamp, we advise you to regularly monitor the condition of the clamp. If a
crack appears, we recommend that you immediately remove this toy from your
child's reach and return it to us for exchange.
If you no longer use the arm and clamp, but still use the music box
attached to the stroller by a big green clip, you can continue this use
without any risk.
Whatever the situation, if you are worried and prefer to return your toy,
even if it has no apparent defect, we will exchange it without discussion
against an equivalent toy.
To exchange your product, please contact us.
--------------------------------------------------------------------------------
WHIRLPOOL CORPORATION TUMBLE DRYER MODIFICATION PROGRAMME
IMPORTANT PRODUCT SAFETY NOTICE
This is an important safety announcement for all consumers who have
purchased a Hotpoint, Indesit, Creda, Swan or Proline branded tumble dryer
after April 2004.
A potential safety and quality concern has been identified with two types
of tumble dryers manufactured between April 2004 and September 2015. In
some rare cases, excess fluff can come into contact with the heating
element and present a risk of fire.
We are activating an extensive consumer outreach and service action plan in
order to update affected products to higher safety and quality standards to
address this issue. If you have an affected product, we will arrange a
visit from an engineer, free of charge, to modify your appliance. The
service call will take approximately an hour. The improvements we believe
are necessary will further enhance the safety and quality of the dryer.
You should unplug and do not use the tumble dryer before a modification has
taken place
WHAT YOU NEED TO DO
To find out whether your dryer may be affected and to register your product
for the free, in-home modification, visit one of these websites:
* http://safety.indesit.eu
* http://safety.hotpoint.eu
* http://safety-swan.eu
Creda and Proline customers should visit http://safety.hotpoint.eu
* Or please contact our freephone hotline at 0800 151 0905
Make sure you have your model and serial numbers at hand. These can be
found on the tag located either on the back of the dryer's door or on the
recess of the dryer's door.
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Waste Electrical and Electronic Equipment Regulations
Waste Electrical & Electronic Equipment (WEEE) Regulations
The Waste Electrical and Electronic Equipment (or WEEE) Regulations are now
U.K. law. All European Member States including the U.K. have agreed to
reduce the amount of WEEE that is being disposed of in landfill sites.
It is important that the amount of WEEE sent to landfill sites is reduced
because:
* Some WEEE can be re-used or recycled. The amount of landfill space
available in the UK is decreasing. If we can keep WEEE out of landfill
sites it means there is more landfill space available for non-recyclable
waste.
* WEEE can contain hazardous substances. When left in landfill sites the
hazardous substances in WEEE can pollute soil and contaminate water
supplies. This contamination can damage human health and the
environment.
Distributors of new Electric and Electronic Equipment (or EEE) have a part
to play in reducing the amount of WEEE going into landfill sites.
We have "done our bit" by helping to fund the improvement of the UK's
recycling network. This means that you can not return your WEEE to us for
disposal. You can however return your WEEE to a local Civic Amenity site
for free. To find your nearest site use the link below:
https://www.recycleyourelectricals.org.uk/electrical-recycling-near-me/
Under the WEEE Regulations, all new electrical goods should now be marked
with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after
13th August 2005, and should be disposed of separately from normal
household waste.
The Battery Directive
As a responsible retailer we offer a used battery take back scheme. Please
note used batteries cannot be posted but can be returned in person to our
distribution depot:
Studio Returns Department
Henry Street
Church. Accrington
BB5 4EL
or for information regarding collection points nearer to your home, use the
link below:
https://www.recycleyourelectricals.org.uk/electrical-recycling-near-me/
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* Returns
* Returns
Returns
How do I return my item?
We hope you are satisfied with all your purchases from us. However, if you
find an item is not quite right for you, or is no longer required, please
follow these instructions for each parcel.
You can return your items to us within 30 days from the date of delivery.
Before doing so, please check:
* Your item is eligible to be returned and within our return's time frame
(see - Returns T's & C's)
* Your item is unused, in its original packaging, and in the original
condition
Please complete the Goods Return Form and pop it inside the parcel (see - I
need help with the Goods Return Form )
Check the size of your parcel, as this will help you understand your
returns options. For help measuring your parcel see - How big is my parcel?
Your return options:
For Evri services, check here for the nearest location to you, this will
also indicate if they can print the returns label for you.
How to arrange your return:
Click here to arrange your return via Evri, this service costs £2.50 to
£3.49 per parcel.
Note: Please stick the returns label on the outside of your parcel. For
returns arranged via Evri, this will be the label you print in the
ParcelShop, or the one you print at home. For post office returns, it will
be the label found on a Parcel Contents Note.
For really big or heavy parcels, (think large furniture and appliances),
please contact our Customer Services team and they will be able to advise
you further.
For peace of mind, we encourage you to keep your receipt as proof of your
return.
Please allow 14 days from day of collection for this to be credited back to
the original payment method.
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How big is my parcel?
Knowing how we define our parcel sizes will help you understand how the
parcels are delivered. You'll also need to know this information when
arranging your own return. Our parcel sizes are defined as follows:
Small and Light
Think clothing and small gifts. These parcels are easy to handle and aren't
too heavy, some of them are even sent in a small bag- making them a great
fit for parcel lockers when arranging a return!
To check if your parcel is small and light, you'll need to measure your
parcel to see if it matches these three requirements:
* The parcel weight is less than 15kg
* The longest side of the parcel is less than 66cm
* Measuring each side of the parcel, the sizes are less than 66cm
(length)x 41cm x 38cm (sides)
--------------------------------------------------------------------------------
Standard and Light
Think clothing, gifts and maybe some small toys. These parcels are also
easy to handle, and aren't too heavy - these parcels are usually sent by
your usual day-to-day delivery drivers and fit easily in a car.
To check if your parcel is standard and light, you'll need to measure your
parcel to see if it matches these three requirements:
* The parcel weight is less than 15kg
* The longest side of the parcel is less than 120cm
* When measuring the size of the parcel, the combined length &
circumference is less than 225cm (see the below image for an example)
--------------------------------------------------------------------------------
Unusually long or unusually heavy
As a quick reference, most unusually long or unusually heavy parcels will
have L&L-PNET on the parcels address label.
Alternatively, if you need to measure your parcel, the size details for
unusually long or unusually heavy parcels are below:
* Weight is between 15Kg and 31.5Kg
* Maximum Length up to 180cm
* Maximum Girth up to 240cm or Combined length plus girth up to 420cm
--------------------------------------------------------------------------------
Really big or heavy
Anything exceeding the above. These deliveries and returns are normally
handled by a specialist 2-person delivery partner.
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* Returns FAQ's
Returns FAQ's
Have you received my returned item?
Returns take up to 14 days from the date of return, to be received back and
processed.
You'll usually be able track the progress of your return, if you have
tracking details from the carrier.
Once we've received the item back, we'll inspect the item and all being
well we'll be able to process it for you. You'll receive confirmation of a
credit or refund by email.
After it's been processed you'll also be able to see similar confirmation
online when you log in to My Account and select Your Credits & Returns.
If you're a Studio Pay customer then the credit will also show on your next
statement. If you usually pay in full at checkout, your item(s) will be
refunded to the card you paid with.
Please note: If the items were returned more than 14 days ago and have not
yet been credited please follow the instructions below:
* collection was arranged by you, using the Evri website- contact
ReturnsSupport@evri.com to obtain tracking details of your return before
contacting us.
* collection was arranged by us- contact us with full details of your
return.
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My parcel hasn't been picked up yet
For Evri returns, if you've scheduled a specific day then the driver should
attempt the collection at some point during operating hours (8am to 8pm).
They'll send you an email or SMS where possible, to let you know when they
intend to arrive with an estimated timeslot.
If you're not in when the driver arrives - Evri will try again. They will
attempt to collect 3 times, usually on different days.
If they've left a card or sent you an email advising that they have
attempted collection, please follow the instructions detailed on the
notification.
If you've not had any contact from them and the collection is overdue, or
you're experiencing problems, please follow the instructions below:
* collection was arranged by us - contact our Customer Services team for
help.
* collection was arranged by you, using the Evri website - contact Evri
for help: ReturnsSupport@evri.com
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I need help with the Goods Return Form
Whenever you're sending a parcel back to us, please remember to fill in the
Goods Return Form and pop it inside the parcel. We'll use the details on
this form to find your order and process your return for you.
Where can I find a Goods Return Form?
We sometimes send paperwork inside the parcel, this may include a Goods
Return Form similar to the above. If you don't have one you can either
print one here, or you can put the same details onto a piece of paper -
either way, as long as you let us know the below detail we'll be able to
process your return for you:
* Your Account Number
* Your Name
* The PCN Number
* The Item Number returned (& how many)
* The Item Description
* The Reason for return
Where can I find this information?
Your Account Number - Your account number is an 8 digit number that can be
found when you login to My Account, it'll usually be at the top of the
screen. You'll also find it on any paperwork we've sent to you, such as a
Parcel Contents Note or Statement.
PCN Number - This is also known as the Parcel Contents Note number, and is
6 digits long. Every time you place an order you'll receive a PCN number
once your order is processed. Sometimes we may even split an order into
multiple PCN numbers. You can find this number when viewing your order
online when you login to My Account, you'll also be able to find it on
paperwork which is included in some parcels.
Item Number - Every item that we sell has a unique reference that may look
like this "000-000-00XX" or this "00000000XX". For clothing items, there is
usually a different item number for each size. To find out which item
number you ordered, please check your order history when you login to My
Account, you'll also find the item numbers on the emails we send to you
confirming your order progress. When completing the Goods Return Form, you
can ignore the - characters, we just need the numbers and letters e.g.
"00000000XX"
Item Description - This is the item name, you'll be able to find this on
your order history when you login to My Account, you'll also find the item
numbers on the emails we send to you confirming your order progress.
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Which types of items can be returned?
As long as they are in a new condition most items can be returned, but
there are a few exceptions which we'd like you to be aware of.
Personalised items:
Some of our items can be personalised especially for you. As an example,
this may include having your child's name etched into an item.
Unless personalised items are received damaged, we're unable to accept them
to be returned as they have been made to your individual needs.
Exception items:
Some of our items have breakable seals, require activation, or have
personal hygiene considerations. This includes pre-recorded material,
software and fragrances where the seal has been broken. Mobile phones where
they have been activated. For reasons of health and hygiene, mattresses
which have been unwrapped, earrings for pierced ears, body bars, swimwear,
underwear and lingerie are also excluded.
Please note - there are additional items that are excluded, for full
information on Returns please check the Returns Ts & Cs.
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I'm thinking about arranging a return using Evri & have questions
For general questions on how the Evri parcel return service works, please
visit their online FAQs where you may be able to find the answer you
need: https://www.evri.com/return-a-parcel/how-to-return-a-parcel
If for any reason, you need to get in touch with their customer service
team please send your query, with full details to: ReturnsSupport@evri.com
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I arranged a return using the Evri website and have questions
For further assistance regarding returns arranged using the Evri website,
please contact Evri directly.
For general questions on how the Evri parcel return service works, please
visit their online FAQs where you may be able to find the answer you
need: https://www.evri.com/return-a-parcel/how-to-return-a-parcel
If for any reason, you need to get in touch with their customer service
team please send your query, with full details about your return
to: ReturnsSupport@evri.com
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What is a Parcel Contents Note?
A Parcel Contents Note is a piece of paper that you'll receive in some of
our parcels. It'll show you the item and parcel details for your order, so
you know what to expect.
Just so you know, every now and again we may need to split your order up on
to more than one Parcel Content Note this ensures we can avoid delays
getting your order to you.
If you're needing some information from the Parcel Contents Note (such as
the Parcel Contents Note / PCN Number), you'll also be able to find this
information online when you login to the My Account area of our website
where you can check out your order history and parcel details.
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What is your Returns Address?
Studio Returns Department
Henry Street
Church, Accrington
BB5 4EL
To make it a bit easier for you, we usually include a sticky returns
address label with your Parcel Contents Note, in the top left corner.
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* Refunds
Refunds
How do I get a refund?
When returning an item to us, it will take up to 14 days from the date of
return to be received back and processed.
Assuming there are no issues with your item when it's inspected, we'll then
refund the item to you. The refund process will depend on the type of
account you have with us:
* If you pay in full during checkout - the item will be refunded back to
your original payment card automatically.
* If you have a Studio Pay credit account - the item will be credited from
your account balance.
We'll also send you a confirmation email when the credit or refund is
processed.
Important note - For further support on claiming refunds from your Studio
Pay credit account, please see the 'Financial Services' help information.
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* Financial Services
* Studio Pay Credit Account FAQs
Studio Pay Credit Account FAQs
Studio Pay Credit Account
WHAT IS A STUDIO PAY CREDIT ACCOUNT?
Quite simply it is the convenient and flexible way to shop with us. With a
Studio Pay Credit Account you can pay for your items, have them delivered
to your home to make sure they're perfect for you.
As it's a credit account, it allows you to pay for them straight away or
spread the cost with different credit options like Interest Saver and Buy
Now, Pay Later. Representative 39.9% APR variable.
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How can I apply?
You can apply for a Studio Pay Credit Account when placing your first order
- or you can decide to pay by credit or debit card.
Simply select the products you require by adding them to your basket. When
you have finished shopping select the Go To Checkout option when viewing
your shopping basket.
You will then be able to choose to apply for the Studio Pay Credit
Account.
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Open Banking
FREQUENTLY ASKED QUESTIONS
WHAT IS OPEN BANKING?
In order to make a responsible lending decision, we use external bureau
data. Sometimes this information alone does not give us the level of detail
required to be able to lend to you. By consenting to Open Banking, we may
be able to improve our view of affordability data and aid in making an
informed lending decision. We will not share this data with any other
parties.
Open Banking is the secure way to give providers access to your financial
information. Open Banking APIs are made available to consents.online by
your bank under the new Open Banking regulations. Open Banking is
regulated, monitored and built on the principles of the General Data
Protection Regulation (GDPR). To access these APIs consents.online must
hold a licence and be authorised by the Financial Conduct Authority (FCA).
HOW DOES IT WORK?
It's as simple as logging into your online banking. First you will need to
enter in some basic information, like your name and phone number. You will
then be asked to select your bank and authenticate yourself using what's
called Open Banking. This looks just like your online banking log in and is
a service provided directly by your bank. Consents.online will then attempt
to make a secure connection with your bank account. This may take up to two
minutes. Please wait until you see the screen that says 'Connection
Successful' before you log off. Consents.online work directly with the bank
to provide this service.
WHO IS CONSENTS.ONLINE?
Consents.online are a regulated Account Information Service Provider
(AISP), regulated by the Financial Conduct Authority. Consents.online offer
a quick, easy and secure way to provide your information using Open
Banking.
In addition to helping you share your data in a safe and secure way,
consents.online also provide you with access to a free portal where you can
see what you've shared and also control and revoke access to your data at
any time. Should you choose to revoke access, it will mean that
consents.online and any services you previously granted access to will no
longer be able to view your information unless they are required to store
it by law. Putting you in control of your data.
HOW DOES CONSENTS.ONLINE CONNECT WITH MY BANK?
Consents.online will connect to your account directly using Open Banking
APIs. An API - or Application Programming Interface - is a software
intermediary that allows two applications to securely talk to each other.
When it comes to Open Banking, think of it as secure packages of data being
transferred between two places. It's extremely secure and delivers only
what is necessary and nothing more. Consents.online make a request via the
API, your bank responds to it by packaging information up, encrypting it
and sending back - but the distance between the two is always maintained.
IS CONSENTS.ONLINE REGULATED?
Yes, consents.online are regulated by the FCA. To provide their Open
Banking service they must comply with the strict rules of the FCA or a
European equivalent.
IS THIS SAFE?
Consents.online uses rigorously tested software and security systems. By
using consents.online to share your data you're always in charge. You can
decide what information can be accessed and for how long. No one gets
access unless you say so.
HOW DO I CANCEL ACCESS TO MY DATA?
If you have given ongoing access to data, this can be revoked in your
customer online portal. If you are looking for a deletion of your record
then this can be done by requesting deletion via
enquiries@consentsco.co.uk.
IS OPEN BANKING FREE?
Yes its free!
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Your Account Explained
WHAT DO I NEED TO DO TO GET AN ACCOUNT?
Simply place your order and apply for a Studio Pay Credit Account at the
checkout. Don't worry, this will be quick and easy, you just need to enter
a few personal details and we'll do the rest. We will perform some checks
and tell you straight away if you can have your Studio Pay Credit Account.
HOW DOES IT WORK?
We will give you a credit limit subject to the checks we run. Once we have
despatched your order, we will issue a statement that will include
information about your account. Don't worry, we will keep you informed
about your credit limit, orders and payments. We will also tell you about
the offers available to you like Buy Now Pay Later and Interest Saver.
Learn more about Your Credit Options.
WHAT DO I NEED TO DO?
Once we have issued your statement, you can choose to pay the minimum
amount, the balance or any amount in between - handy for expensive
purchases or when money is tight - Representative 39.9% APR variable. If
you only make the minimum payment it will take longer and cost more to
repay the balance.
WHAT ELSE DO I NEED TO KNOW?
When you apply for your Studio Pay Credit Account we will perform checks
that will be visible to other lenders on your credit file. Your credit file
will also show how you manage your account with us, for example it will
show if you missed a payment. If you choose to spread your payments, we
will charge interest from the date the goods are sent. It is important to
pay on time as we will charge £12 if a payment for at least the minimum
amount does not reach your account in time. We may also withdraw any other
plans like Buy Now, Pay Later and Interest Saver if you do not pay as
agreed. Learn more about Your Studio Pay Credit Account in our Help
Section.
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Your Credit Options
THE STUDIO PAY CREDIT ACCOUNT AND 'CREDIT OPTIONS'
Thinking about spreading the cost and having more control over your
finances? Want to pay over a longer period or pay less interest? We have
different credit options which will let you do just that. We thought it
would be helpful to you if we explained how these credit options work under
your Studio Pay Credit Account. Representative 39.9% variable.
Your Studio Pay Credit Account makes it easier to shop from the comfort of
your home. We will give you a unique account number for your Studio Pay
Account. As it's a credit facility, we will give you a credit limit; this
is the maximum amount that you can place orders for. Subject to status,
your Studio Pay Credit Account will allow you to choose from different
credit options that will allow you to pay for your shopping in different
ways.
WHAT 'CREDIT OPTIONS' ARE AVAILABLE?
At the moment we offer two options 'Buy Now Pay Later' (BNPL) and 'Interest
Saver'. Buy Now Pay Later allows you to order and receive your items now
and not pay for them for several months. Interest Saver allows you to
spread the cost of an order without paying any interest for a specific
time.
WHAT IS A 'CREDIT PLAN'?
A plan is the combination of the amount you have to pay and the time you
have before it expires. For example a BNPL plan might be £200 over 12
months. We might offer these plans on specific items or on the total amount
of an order you place. For example a Buy Now Pay Later plan could be
offered on a washing machine or on a selection of items that you are
ordering at the same time. As long as your orders don't take you over your
credit limit you can have multiple plans running at the same time. We have
a separate section on your statement called 'your plans' that'll keep you
updated every month.
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Why was my application for a credit account unsuccessful?
As a responsible lender, there are a number of reasons why we might decline
an application for a credit account.
To help make the right decision, we use:
* Information submitted in your application
* Information provided by Credit Reference Agencies
* And any internal information that we may have
These are all then assessed against their lending criteria.
WHERE CAN I FIND OUT WHY I WAS DECLINED?
If your application for a credit account has been declined and you want to
know why, you can get in touch with our Financial Services team using the
links below.
CAN I REAPPLY?
We don't recommend applying again immediately as it's highly unlikely the
decision will change and it may have a negative impact on your credit file.
However, if you want the decision to be reviewed, you can get in touch with
our Financial Services team using the links below.
You might find it helpful to review your credit report through an agency,
such as Experian.
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What is my account number?
When you login to My Account, you will see your account number near the top
of the screen.
You can also find your account number on the paperwork we send to you.
If you are still unable to locate your account number please contact us and
we can arrange for your account number to be posted to your registered
address.
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What is my credit limit?
Your current credit limit can be found on the site.
After logging in and clicking My Account you can find your credit limit
information on the Account Summary page. This information is also displayed
on your most recent statement.
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Can I spread the cost?
Yes, it's easy to spread the cost with a Studio Pay Credit Account.
Representative 39.9% APR variable.
You don't need to make a payment with your order; you simply wait for your
statement and once it arrives you can either pay in full or spread the
cost. The choice is yours.
As long as you pay the minimum amount shown on your statement by the due
date you can take as long as you like to pay for your order. We offer a
truly flexible approach to paying for your items.
If you would like to know further details you can view our trading terms
for more information. If you have a Credit account, please see Your Studio
Pay Credit Account for more information. If you pay by debit or credit card
when you order, please see the Cash Customer Trading Terms for more
information.
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Interest Explained
WHAT IS INTEREST?
Interest is charged when you choose to spread the cost of your shopping.
You will see the interest charge on your statement and we also show you
what your interest charge is likely to be on your next statement.
We calculate your interest each day and add it to your balance when we
prepare your monthly statement. By calculating the interest each day we
make sure that whenever your balance changes we only charge you interest on
what you owe on that day. For example when we receive a payment that
reduces your balance the amount of interest charged will also reduce from
that day onwards.
HOW DOES INTEREST WORK WITH DIFFERENT PLANS?
We think it is important you understand how interest will be charged on
your Studio Pay Credit Account along with any other credit options like Buy
Now Pay Later and Interest Saver. This will make sure there are no unwanted
surprises and you know what you are opting in to.
If you have opted for a Buy Now Pay Later or Interest Saver plan and do not
pay it in full by the time it expires, we will back date the interest to
when the order was despatched, but will take into account any payments you
have made to you plan.
If you want to read about this in more detail please see Your Studio Pay
Credit Account in our Help Section.
WHAT CAN I DO TO REDUCE INTEREST?
Here are some easy ways to reduce how much interest you pay:
* Pay as much as you as you can reasonably afford each month.
* Pay your statement as quickly as you can after you receive it.
* If you have opted for a plan such as Buy Now Pay Later or Interest Saver
- keep an eye on the expiry dates because interest will be charged if
the plan expires before you have paid it off.
Alternatively, you can watch the video below:
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What is the APR?
For new credit customers the APR is representative 39.9% variable.
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How can I contact Studio Pay?
FINANCIAL SERVICES
Need to get in touch about your payments, statement or need some support
with your credit account - the Studio Pay team can help you, their contact
details are-
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680**
** Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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Can my credit limit be increased/decreased?
Credit limits are reviewed each month and will automatically increase or
decrease depending on factors such as payment history, order values and
order frequency.
If you wish to place an order that exceeds your current available credit
you will need to make a payment for the difference before we can process
the order.
You can also request a credit limit to be decreased using My Account or by
contacting the Financial Services team stating the amount you would like to
reduce it to. Please note that this does not guarantee the amount will
always be available to you, however we will ensure that your credit limit
never goes above this figure.
You can check the My Account section of our website to request an
adjustment to your credit limit. Alternatively you can contact our
Financial Services team by using the contact details below.
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Do I need to get in touch if there's been any change in my circumstances?
If you've had a change in circumstances that may affect your ability to pay
your Studio Pay Credit Account, please let the Financial Services team know
so that they can try to help you. Their contact details are-
* Email- You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680*
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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I want to close my Studio Pay credit account
We are sorry that you no longer wish to shop with us.
If there is a particular problem which you would like to discuss further,
please contact us. We'd like to help.
Alternatively, provided your account balance is clear, we will be able to
close your account for you immediately. To do so simply contact our
Financial Services using the contact details provided.
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680**
** Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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How do I make a Financial Services complaint?
If you've not had a good experience with us, we'd like to know more. Your
feedback is important to us.
If you'd like to get in touch with us about your query, or about a
complaint, please follow the below guidance.
HAVE YOU BEEN IN TOUCH WITH OUR TEAM?
* If you're thinking about getting in touch for some information, or an
explanation, we'd recommend you check our online FAQ's first. Many
customers find the help they need without needing to get in touch.
* If you do need some help from our team or wish to raise a Complaint,
please get in touch with us - we'd love the opportunity to try to help
you. You can find our up-to-date contact details here - How can I
contact you?
IF I COMPLAIN, WHAT CAN I EXPECT FROM YOU?
* For a final outcome, the timescale can vary based on the complexity of
your complaint, and how busy we are. Complaints can take up to 56 days
to be resolved during busy times.
* We will investigate all complaints received thoroughly and impartially.
* We will assess your complaint fairly, consistently and promptly taking
into account all relevant factors.
* Where we cannot resolve your complaint within three days, we'll
acknowledge receipt of your complaint promptly, providing you with the
details of who is handling your complaint, how to contact them and what
will happen next.
* We will then keep you informed of the progress of the measured being
taken to resolve the complaint.
* If your complaint has not been resolved within 8 weeks, we will send you
a final response or a further progress update regarding your complaint.
I'VE ALREADY COMPLAINED AND AM UNHAPPY WITH THE RESPONSE.
If, for whatever reason, you are unhappy with how we handled your complaint
please get in touch to let us know. We'll capture your feedback and try to
help you further.
If you're a Studio Pay customer, or your complaint is regarding a regulated
financial product, you may be entitled to refer your complaint to the
Financial Ombudsman Service if:
* You're dissatisfied with how we handled your complaint or
* If we've taken longer than 8 weeks to resolve your complaint
For regulated complaints we'll provide you with details of the Financial
Ombudsman Service within our response to your complaint. Their contact
details are:
* Get in touch online: click here
* Get in touch by phone: 0800 023 4567
* Website: www.financial-ombudsman.org.uk
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Your Statement Explained
Account Number
Your account number is always shown here - you'll need this if you give us
a call, write to us or want to log into your account online.
Summary
Your 'summary' provides key information about your account including your
balance, minimum payment and your payment due date.
Information Panel
We use this space to provide you with important information about your
account including any changes to your credit limit, payment plans coming to
an end or new ways to pay.
Bank Giro Credit Form
You can use this bank giro credit form when you want to pay over the
counter in a bank, building society or at a post office.
Date
This is the date of a credit, charge or in the case of an order its
despatch date and for payments it is the day we received it.
Description
This is a short summary of the type of transaction.
Credits
Credits include any items you have returned or payments we have received.
Charges
Charges include any orders placed, interest charges, account protection or
any other fees.
Estimated Interest
We are required to give you an estimate of how much interest you might be
charged on your next statement. The amount assumes you pay the minimum
payment and you don't make any other purchases.
Your Payment Plans
This section gives you a summary of the payment plans you have - including
BNPL and Interest Saver. You can see the original order value, how much you
have left to pay and the date that the plan expires. The Monthly Payment
shown is included in the Minimum payment show in Your Summary.
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How To Make Payments
PAYMENT METHODS
We offer a choice of payment methods to make it easy for you to pay; simply
choose the method that suits you best from the available payment methods
shown on your statement and allow sufficient time for it to reach us.
Please only use one of the methods shown to avoid unwanted delays or
payments going missing.
PAYING ON THE WEBSITE
This is the easiest way to make a payment. Just log into "My Account",
select "Make a card payment" and complete your payment details using you
debit or credit card. Remember to allow up to 48 hours for your payment to
show on your Studio account.
If you choose the Pay Now option, you can simply pay the full cost of an
order immediately by a credit or debit card.
PAYING BY PHONE
You can call us on 0371 376 5680, the secure automated payment option is
available 24/7. You'll need to confirm your card number, expiry date, card
verification number and the last 3 digits on the signature strip on the
back of your card.
Remember to allow up to 48 hours for your payment to show on your account.
If you choose the Pay Now option, you can simply pay the full cost of an
order immediately by a credit or debit card.
PAYING BY CHEQUE OR POSTAL ORDER
With every paper statement we send we'll attach a Bank Giro Slip. Complete
your Giro Slip and send it with a cheque or postal order to Studio Pay,
Preston, PR0 2AL. You must write your account number and your name and
address on the reverse of all cheques/ postal orders. Please do not send
cash in the post. We cannot be held responsible for payments lost in the
post. Please allow up to 7 days for your payment to show on your account.
If you need us to send you a Bank Giro Slip, please get in touch with us
using the contact details below.
PAYING AT THE BANK
With every paper statement we send we'll attach a Bank Giro Slip. You can
pay over the counter in a bank branch using your bank giro slip ensuring
your Studio account number is quoted on the slip. The cashier will stamp
both parts A and B of the Giro. Keep part B as proof of payment. Some banks
may make a charge if you pay anywhere except a branch of your own bank or
Barclays. Please allow up to 5 days for your payment to show on your Studio
account.
If you need us to send you a Bank Giro Slip, please get in touch with our
Financial Services team using the contact details below.
PAYING BY DIRECT DEBIT
A Direct Debit ensures your minimum payment is always paid on time and you
are not worried about missing payments. You can set one up by filling a
form and posting it back to us. To get started you can either-
* Print your own direct debit form, fill it in and send it to us, or
* Get in touch with our Financial Services team and we'll get a direct
debit form posted to you
To avoid delays please check that the form is completed correctly and
signed before you send it to us. Once the Direct Debit is ready to start
taking payments we'll confirm this on your monthly statement. Until you see
the message on your statement please keep your account up to date by making
payments using other methods.
Please do not set up a standing order or online transfer from your bank
account as your payments could be delayed or fail to be allocated to your
account.
Alternatively, you can watch the video below:
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Can I pay online?
Yes, you can make a payment on the site when you are logged in.
Click My Account and then Make A Payment and you will be directed to the
website payment page.
We accept payments from the following cards: -
* VISA
* MasterCard
* Maestro
* Visa Electron
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What date do I need to make my payment?
Your payment information can be found on your recent statement.
We will issue a statement every month showing your outstanding balance and
the minimum payment details. Your statements can also be viewed on the
website when you are logged in by clicking View Statements.
If you find you are unable to make your payment by the due date, please
don't hesitate to contact our Financial Services team so that we can assist
you at the earliest opportunity.
* Email- You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680*
if you are experiencing any financial difficulties you can also check our
Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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Can I change my payment due date?
Under certain circumstances you may be able to change your payment due
date, please contact our Financial Services team to discuss -
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680 *
We will issue a statement each month showing your outstanding balance and
the minimum payment details. Many of our customers prefer to manage their
account activity online by logging in to My Account and clicking View
Statements.
If you find you are unable to make your payment by the due date, please
don't hesitate to contact our Financial Services team so that we can assist
you at the earliest opportunity. If you are experiencing any financial
difficulties you can also check our Financial Help page with further help &
information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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What is a Payment Freeze?
FREQUENTLY ASKED QUESTIONS
WHAT IS A PAYMENT FREEZE?
A Payment Freeze means you do not have to make a payment to your Studio Pay
account towards your current bill. You can call us before your current
payment due date to request a Payment Freeze. Once the Payment Freeze is
applied to your account, you will not have to make any payment towards the
frozen bill.
WHEN DOES THE PAYMENT FREEZE END?
The Payment Freeze automatically ends on the next statement date following
the date of the creation of the Payment Freeze. Studio will advise you as
soon as the Payment Freeze is applied to your account to inform you of the
start and end date.
WHAT HAPPENS AT THE END OF THE PAYMENT FREEZE?
At the end of the Payment Freeze, the normal Terms and Conditions of your
Studio Pay account resume, including the requirement to maintain regular
and timely repayments to your account.
WHEN WILL I RECEIVE THE NEXT STATEMENT?
You will continue to receive your statements on your regular statement
dates. The statement following the end of the Payment Freeze will advise
you of the end of the Payment Freeze and your new bill details.
HOW DO I REQUEST A STUDIO PAYMENT FREEZE?
Availability of a Payment Freeze is subject to your eligibility. You can
call us on 0371 376 5680 between 8am-8pm (Mon-Thu), 8am-7pm (Fri) or
8am-4pm (Sat) to request a Payment Freeze. Our helpful colleagues will
check if you are eligible and process your request.
CAN I PLACE ORDERS USING MY ACCOUNT DURING A PAYMENT FREEZE?
You will not be able to place any orders on your account during a Payment
Freeze.
WILL I BE CHARGED FEES AND INTEREST WHILST I AM ON A PAYMENT FREEZE?
The interest will continue to accrue and apply on your account as normal.
We will not apply any late payment charges when you miss a payment allowed
under the Payment Freeze.
CAN I REQUEST A PAYMENT FREEZE IF I HAVE MISSED PAYMENTS
No, you will not be able to use a Payment Freeze if you are already in
arrears or using any other forbearance support option. However, we are here
to help. Please see our Financial Difficulties section of our website for
further help and other options available that may suit your situation.
WILL MY CREDIT FILE BE IMPACTED BY THIS PAYMENT FREEZE?
No, we do not report the Payment Freeze to the Credit Reference Agencies so
this will not impact your credit file.
CAN I REQUEST A PAYMENT FREEZE IF I PAY BY DIRECT DEBIT?
Yes, if eligible you can request a Payment Freeze as long as it is
requested before we attempt to collect your payment.
CAN I CANCEL MY PAYMENT FREEZE?
Yes, if your situation changes and you feel that you do not need the
Payment Freeze, please call us on 0371 376 5680 between 8am-8pm (Mon-Fri)
or 8am-4pm (Sat) and we will remove the Payment Freeze from your account.
Please make sure that you make a payment towards your unfrozen bill before
the due date to avoid a fee and impact on your credit file.
If you pay by direct debit and ask us to remove the Payment Freeze after
your direct debit is already requested, you will have to make a payment
through other means as the direct debit will not be updated in time to
collect your unfrozen payment.
WHAT SHOULD I DO IF I WANT AN EXTENSION ON MY PAYMENT FREEZE?
Studio will not be able to extend the Payment Freeze period. If you feel
that your situation has changed and you will not be able to resume your
regular payments after the end of Payment Freeze please contact us so we
can assess the current situation and provide appropriate help.
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Can I switch to paperless billing?
Yes, you can manage how you receive your statements by signing in to My
Account, selecting 'Go Paperless' and then choosing your preference.
If you'd prefer to stick with paper statements for now, that's fine. We
just want to give you a heads up that as part of our commitment to the
environment we aim to introduce paperless statements to all of our
customers. Don't worry, we'll let you know by email if any changes are made
to how we send statements to you. You'll also always have the option to
change your preference in My Account if needed.
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Have you received my payment?
Your payment records can be seen when logging into My Account and selecting
the Account Summary option.
If your payment is not showing yet, please ensure that you have allowed
sufficient time for the payment to have been processed: -
* Card Payments- please allow 3 days.
* Cheque- please allow 14 days.
* Postal Order or Cash sent directly to us- please allow 14 days.
If you chose to pay by debit or credit card when you placed your order, a
long payment transaction reference would have been displayed or provided to
you once your payment had been taken.
If we have your email address, we will also send you an email confirming
that we have received your payment.
If, after allowing sufficient time, the payment is still not showing,
please check with your bank/card issuer to identify if the payment has been
taken before contacting us.
Internet/Telephone Banking- We are unable to process payments made by this
method and as a result it can take up to 6 weeks for the payment to be
located in our bank account and placed onto your account. If it has been
more than six weeks since you made the payment please contact us with the
full details.
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I haven't received a statement
You can view, save and print your current statement online by logging in to
My Account and clicking View Statements. You can also make a secure card
payment online.
We issue a statement each month detailing your outstanding balance and
payment details. If you find you are not receiving statements on a regular
basis we recommend that you check we hold the correct details for you by
logging in to your account online.
If you haven't received a statement and your payment date has passed,
please don't hesitate to contact our Financial Services team so that we can
assist you at the earliest opportunity.
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680*
If you are experiencing any financial difficulties you can also check our
Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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Why have I been charged interest?
We will issue a statement every month showing your outstanding balance and
the minimum payment details. You may choose to either pay the balance in
full, or pay in instalments.
Should you choose to pay in instalments, you may pay any amount higher than
the minimum payment detailed on your statement. A daily interest charge
will be calculated against your balance activity and will be shown on your
next monthly statement.
If you instead choose to pay your full balance before the required payment
date, no interest will be charged.
To reduce the value of interest applied on each statement, we would
recommend that you make the required payments towards your account at your
earliest convenience.
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Financial Help
WE'RE HERE TO HELP CUSTOMERS IN FINANCIAL DIFFICULTY
If you're in financial difficulty or going through a life changing event,
such as illness or bereavement, which is affecting your ability to pay,
please get in touch. We understand that many issues can make things
difficult or cause you to struggle with payments. Together, we can discuss
your situation and consider options to help you get back on track.
Our advisers are sympathetic and easy to talk to. Anything we discuss is
private and confidential, so you don't need to worry. Your wellbeing is our
priority, so please get in touch if you need help.
THE SOONER YOU GET IN TOUCH THE BETTER
FIRST, WE'LL LISTEN TO UNDERSTAND YOUR SITUATION
THEN LOOK AT THE BEST OPTIONS TO GET YOU BACK ON TRACK...
HOW TO CONTACT US
Call our friendly and dedicated support team on 0371 376 5680*.
Monday Friday 8am to 8pm
Saturday 8am to 4pm
If you'd prefer a family member or another person to call us on your
behalf, please contact us on the above telephone number to request a
'letter of authority' form.
You can also get in touch using secure online contact form. Please select
'Payments' and then 'I'm having financial difficulties' from the drop-down
options provided.
WE'LL LISTEN CAREFULLY TO UNDERSTAND YOUR SITUATION
We'll only ask for the information we need to understand your circumstances
and find the right solution for you.
We may need to carry out a household income and expenditure assessment over
the phone. We'll ask you questions about what other bills you pay and what
money you have available to pay them.
If we need to call you it would be really helpful to us if you have details
of your monthly income and expenditure available to hand.
WE'VE GOT OPTIONS TO GET YOU BACK ON TRACK
Once you've contacted us, we'll work with you and look at your best
options. Here are some examples of the support we have available to our
customers:
BREATHING SPACE
In the short-term, there could be an option to provide you with Breathing
Space which helps you by:
* Giving you 'time to breathe' and work out a solution for your
circumstances
* Giving you an opportunity to get some independent help and advice
* Not charging any interest or fees during this period
PAYMENT PLANS
Other options may also be available, for example, a Payment Plan which
helps you by:
* Making lower payments until you're in a better financial position
* Spreading your payments over a longer period of time
* Not charging any interest or fees during the term of the plan
* Having your credit file show that you're doing all you can to get back
on track
PAYMENT FREEZE
Other If you are experiencing temporary issues with your financial
circumstances, our Payment Freeze option* may be available to you.
The Payment Freeze option allows you to skip your current due payment
without impacting your credit file or incurring any late payment charges.
Interest will continue as normal during the time your account is on Payment
Freeze.
*Availability of Payment Freeze is subject to eligibility and can only be
used once in a 12-month period.
OTHER ORGANISATIONS THAT CAN HELP
If you're struggling with multiple debts or have general money worries,
there are independent organisations who can provide help and support.
Please let us know if youve already contacted or plan to speak to one of
these organisations. This helps us keep up to date with any changes in
personal circumstances that may affect your payments. This means we can
also help to provide you with any support you may need.
StepChange is a debt advice charity that helps people tackle their debts by
providing practical debt solutions. Call their debt helpline for free on
0800 138 1111.
Citizens advice offer debt advice as well as assistance on employment,
housing, benefits, tax credits and immigration. Just visit or call your
local Citizens Advice office.
Age UK provide information and advice on anything from health to housing.
They can be contacted on 0800 169 2081 - calls are free from any UK
landlines.
Samaritans is a registered charity supporting anyone in emotional distress,
struggling to cope or at risk of suicide throughout the UK and Ireland.
They can be contacted on 116 123 - calls are free from any phone.
*Calls to 0371 numbers are charged at the same rate as standard landline
numbers that start with '01' or '02'. If your phone tariff offers inclusive
calls to landlines, calls to 0371 numbers will also be included in the same
way.
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I need help managing my finances
If you cant make your next payment, please let us know so that we can try
to help you. if you are experiencing any financial difficulties you can
also check our Financial Help page with further help & information.
Depending on the information you give us about your circumstances, we might
suggest that you contact a third party for further assistance. We have
included below some contact details which may be helpful to you.
StepChange is a debt advice charity that help people tackle their debts by
providing practical debt solutions. They have a number of useful tools on
their website. Also, calls from a landline are free if you call their debt
helpline on 0800 138 1111. Lines are open Mon-Fri 8am-8pm and Sat 8am-4pm.
Citizens advice offer advice both face to face and over the phone. As well
as debt advice they offer assistance on employment, housing, benefits, tax
credits and immigration. Just visit or call your local Citizens Advice
office.
Age UK provide information and advice on anything from health to housing.
They can be contacted on 0800 169 2081 - calls are free from any UK
landlines.
Samaritans is a registered charity aimed at providing emotional support to
anyone in emotional distress, struggling to cope or at risk of suicide
throughout the UK and Ireland. They can be contacted on 116 123 - calls are
free from any phone.
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What should I do if I can't make my payment?
If you can't make your next payment, please let our Financial Services team
know so that they can try to help you. Their contact details are-
* Email- You can get in touch using the secure online contact form
* Phone- You can call them on 0371 376 5680*
if you are experiencing any financial difficulties you can also check our
Financial Help page with further help & information.
WHAT HAPPENS WHEN I GET IN TOUCH?
The Financial Services team will try to better understand your
circumstances. This may include carrying out a household income and
expenditure assessment.
In the interest of privacy, they'll ensure any personal information you
give is treated as private and confidential. Also, wherever possible
they'll request your permission before keeping a record of sensitive
information regarding your health or circumstances.
Based on the information provided, they'll then try to give you options to
help you get back on track.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to
0371 numbers are charged at the same rate as standard landline numbers that
start with '01' or '02'. If your phone tariff offers inclusive calls to
landlines, calls to 0371 numbers will also be included in the same way.
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Why have I received a default sum?
We didn't receive the required minimum payment amount from you by the due
date.
Statements are issued every month advising you of your minimum payment
details and the payment due date. Should any payment reach us after the due
date, or if you fail to meet the minimum required payment, your account
will fall into arrears and incur a default sum.
Default sums are detailed in the credit agreement which was sent to you
upon opening your account, in the Terms & Conditions shown on our website
and in the back of our catalogues.
If you wish to discuss your account with us please contact the Financial
Services team using the details in these FAQs.
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* Payment Plans
Payment Plans
Buy Now Pay Later
WHAT IS BUY NOW, PAY LATER (BNPL)?
Buy Now, Pay Later is a credit option which allows you to order and receive
your items now and pay for them several months later. Our BNPL plans
typically last for 6, 9 or 12 months depending on the value of your order.
Representative 39.9% APR variable.
HOW DOES BNPL WORK?
When you get to the checkout, if a plan is available we will ask you if you
want to start a BNPL plan. We will tell you how long the plan will run for
and if there is a minimum order value. When you start a BNPL plan, you do
not need to make a payment against it until the plan expires. When the plan
ends we will charge interest and ask you to make a minimum payment against
your balance.
WHAT DO I NEED TO DO?
You will receive a monthly statement showing your BNPL plan and any other
balances you have on your account. If the BNPL plan is the only amount you
owe, we will not ask you for a minimum payment until the plan expires. If
you have other balances and are asked to pay a minimum payment, you must
pay at least your minimum payment each month to keep your BNPL plan
running.
WHAT ELSE DO I NEED TO KNOW?
We recommend that you pay off your BNPL plan before it expires, if you do
this you will not be charged interest. Step by step instructions on how to
make payments against your plan are shown on your statement, or you can
read more in Your Statement Explained. If you do not make at least your
minimum payment, your plan may come to an end early and you will be charged
interest immediately in addition to a late payment charge.
INTEREST CHARGED AND HOW TO AVOID IT
When we calculate the minimum payment on your statement we do not include a
BNPL order until the plan expires. If you choose to spread the cost further
and do not pay off the BNPL plan before it expires, interest will be back
dated to when the order was despatched. We recommend you make separate
payments towards your BNPL plan before it ends. To avoid any interest, you
need to keep an eye on or make a note of the expiry date of the plan and
make sure you pay it off before this date. To help you, we include
important information such as the expiry date and the amount of the plan in
the 'Your Plans' section towards the end of your statement.
Alternatively, you can watch the video below:
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Interest Saver
WHAT IS INTEREST SAVER
Interest Saver is a credit option on your Studio Pay Credit Account that
allows you to spread the cost of an order without paying any interest for a
specific time. Representative 39.9% APR variable. We call this an Interest
Saver plan. Our Interest Saver plans can run for 3, 6 or 9 months depending
on how much you spend.
HOW DOES IT WORK?
Whenever an Interest Saver plan is available we will tell you how long it
will last for and how much you need to spend to be eligible for the offer.
Don't worry, we will tell you if your order qualifies when you checkout. We
make sure that no interest is added to your account for the eligible order,
but if you already have a balance on your account you may still be charged
interest on that amount. We will charge interest once the plan ends. Read
more about how we charge interest in Interest Explained.
WHAT DO I NEED TO DO?
You will receive a monthly statement and you must pay at least your minimum
payment each month to keep your plan running. So you can see where you are
up to, we will show your Interest Saver in the "your plans" section towards
the end of the statement.
WHAT ELSE DO I NEED TO KNOW?
You need to make payments on top of your minimum payment if you want to pay
off your Interest Saver plan before it runs out and interest starts being
charged. Step by step instructions on how to do this are shown on your
statement, or you can read more in Your Statement Explained. If you do not
make at least your minimum payment, your plan may come to an end early, and
you will be charged interest straight away in addition to a late payment
charge.
INTEREST CHARGED AND HOW TO AVOID IT
The minimum payment on your statement will include the amount you need to
pay to keep an Interest Saver plan running. If you only pay the minimum
payments, interest will be charged after the plan expires and will be back
dated to when the order was despatched but will take into account any
payments you have made to your plan. To avoid paying interest on your
Interest Saver plan, you need to make sufficient payments above the minimum
amount to ensure you pay off the plan before it expires. To make it easy,
we always include all the important information such as the expiry date and
amount of the plan in the 'Your plans' section towards the end of your
statement.
Alternatively, you can watch the video below:
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* Care Plan / Warranties
Care Plan / Warranties
Product Breakdown or Replacement Plan
Product not working?
It's never nice when something breaks down or isn't working as it should,
particularly if the manufacturer's guarantee has run out too. There is time
and hassle finding a local technician who can fix the fault, and then you
have to pay for the emergency callout, plus what if your product can't be
repaired?
Our Product Breakdown or Replacement Plan is designed to repair or replace
your item if it is accidentally damaged or breaks down and fails to operate
as intended by the manufacturer. Breakdown is covered outside of the
manufacturers guarantee period.
What is a Product Breakdown or Replacement plan?
We offer this plan on some of the powered items (for example electrical
appliances) you order from us. It works a little differently depending on
the original price of your item.
* If you paid £200 or less for your item, the insurer will arrange an
exact replacement or if it's not possible a product of the same kind and
quality.
* If you paid more than £200 for your item the insurer will pay for the
repair but don't worry it doesn't finish here; if it can't be repaired
you will be given an exact replacement or if not possible a product of
the same kind and quality.
* If no replacement can be found the insurer might decide to credit your
account with the amount you paid for the item.
* The plans are individually priced and you can see plan price on the
product details page, so whether you are ordering a washing machine or a
tablet, we have a plan to cover you. To find out more details about the
insurer, what your plan covers and how to make a claim, see- About Your
Product Replacement or Breakdown Plan
* There are some circumstances where the product would not be covered,
these include general wear and tear or theft/loss of item.
How can I get a plan?
If you are shopping online, we will tell you if cover is available on the
product details page for the item you are ordering. Check you are happy
with the price of the plan and the cover it offers before you select your
preferred plan option. We will automatically add it to your account.
We will send you the cover details by email where possible or in the post.
You should read these and keep them in a safe place. You can also read more
about the plan in About Your Product Replacement or Breakdown Plan
How do I make a claim?
To make a claim, you need to call Castelan Limited on 0330 024 0367. Lines
are open between 9am and 5:30pm Monday to Friday. Alternatively, you may
send an email to productbreakdown@castelangroup.com or write to
Castelan, Customer Care, Alpha House, Sunnyside Road North,
Weston-super-Mare, Somerset, BS23 3QY.
What else do I need to know?
If you have purchased this plan it will only cover the product that you
bought it for and will only apply once the manufacturer's guarantee has
expired. Your claim will be assessed by the insurer to check if it's
covered within the plan you have bought.
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About Your Product Replacement or Breakdown Plan
About Your Product Replacement, Accidental Damage or Breakdown Plan
--------------------------------------------------------------------------------
SECTION 1 - INTRODUCTION
Welcome to your Product Replacement, Accidental Damage or Breakdown Plan
Policy Document.
This insurance is designed to repair or replace your product if it suffers:
1. Accidental Damage resulting in breakdown and/or fails to operate as
intended by the manufacturer;
2. Breakdown resulting in the product failing to operate as intended by
the manufacturer outside of the manufacturers guarantee period.
If your product has an original purchase price of £200.00 or less, we will
(in the event of each valid claim):
- replace your product with an identical product, or if this is not
possible, we will arrange for a credit to be applied to the account through
which the original purchase was made
If your product has an original purchase price of more than £200.00, we may
(in the event of each valid claim):
- choose to pay for the cost of repairing your product, or,
- replace your product with an identical product.
- arrange for a credit to be applied to the account through which the
original purchase was made. However, we will only pay the purchase price of
the product, or £1,500, whichever is lower in each individual claim.
The maximum we will pay under this policy in total for all repairs and
replacements is an amount equal to twice the original purchase price of the
product or £3,000, whichever is lower. If the product is replaced, or your
account is credited, the plan will terminate. If required, you will need to
buy a new plan for any new product
Please take time to read the Important Information in section 2 of this
Policy Document. It tells you about things you need to check and the
actions you need to take. It also contains details of which products you
can insure.
This insurance was arranged by Studio Retail Trading Limited on behalf of
Frasers Group Financial Services Limited whose contact details are: Frasers
Group Financial Services Limited, Express House, Clayton Business Park,
Accrington, Lancashire, BB5 5JY. Telephone 0371 376 5680.
The insurance is underwritten by Novus Underwriting Limited on behalf of
Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG.
Novus Underwriting Limited is an appointed representative of Direct
Insurance Group Plc, which is authorised and regulated by the Financial
Conduct Authority (Firm Reference No. 306080). Helvetia Schweizerische
Versicherungsgesellschaft in Liechtenstein AG. Registered Office:
Aeulestrasse 60 (2. Stock) 9490 Vaduz, Liechtenstein is authorised and
regulated by the Liechtenstein Financial Market Authority and is deemed
authorised by the Prudential Regulation Authority and subject to regulation
by the Financial Conduct Authority and limited regulation by the Prudential
Regulation Authority (Firm Reference No. 454140).
Details of the Temporary Permissions Regime, which allows EEA-based firms
to operate in the UK for a limited period while seeking full authorisation,
are available on the Financial Conduct Authority’s website at
https://register.fca.org.uk/ or by calling them on 0800 111 6768.
The authorisation details of each firm can be checked on the Financial
Services Register at https://register.fca.org.uk/ or by calling 0800 111
6768.
As the retailer ultimately acts as agent for the insurer under a delegated
authority, monies paid to (or held by) the retailer in relation to the
insurance contract are treated as having been paid to (or held by) the
insurer.
Claims and administration are handled by Castelan Limited on ourbehalf.
Castelan Limited is referred to as the administrator in this Policy
Document. Their contact details are: Castelan Limited, Alpha House,
Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY. Email
productbreakdown@castelangroup.com. Tel. 0330 024 0367.
The start date of your insurance and period of cover is shown on your
schedule of insurance.
Some words and phrases in this Policy Document and in your Policy Schedule
will always have the same meaning wherever they appear. To make them easier
to recognise when they are being used, they will be shown in bold. They are
all listed and explained in the “Definitions” which can be found in section
10 of this Policy Document.
All insurance documents and all communications with you about this policy
will be in English.
Please contact the administrator if you need any documents to be made
available in braille and/or large print and/or in audio format. Their
contact details are shown above.
How to Make a Claim
To make a claim, call the administrator on 0330 024 0367. Lines are open
between 9.00am and 5.30pm Monday to Friday. Alternatively, please send an
email to productbreakdown@castelangroup.com or write to Castelan, Customer
Care, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset,
BS23 3QY.
The Insurance Contract
This Policy Document and your Policy Schedule are your insurance documents
and together they make up the contract between you and us.
It is important that you read this Policy Document carefully along with
your Policy Schedule so you can be sure of the cover provided and to check
that it meets your needs.
This Policy Document and your Policy Schedule are issued to you by Castelan
Limited in its capacity as our agent under contract reference B0554CLN2019.
In exchange for your payment of the premium referenced in your Policy
Schedule, you are insured in accordance with the terms & conditions
contained in these documents (and any amendments made to them) for the
duration of your policy.
Demands and Needs
This product meets the demands and needs of United Kingdom residents over
18 years of age who wish to protect their purchases against mechanical
and/or electrical breakdown after the end of the original manufacturer’s
warranty and/or guarantee and who wish to cover their purchase for
accidental damage.
--------------------------------------------------------------------------------
SECTION 2 - IMPORTANT INFORMATION
It is important that:
* You check your Policy Schedule to ensure the details are correct and
that the cover is as you requested;
* You check that you are eligible for this insurance (see “Eligibility”
below);
* You check the information you have given us is accurate (see “Disclosure
of Important Information” below);
* You notify Frasers Group as soon as possible of any inaccuracies on your
Policy Schedule, or if you are not eligible for the insurance; and
* You comply with any duties detailed under each section of the Policy
Document and under the insurance as a whole.
Which Product Is Insured
Any product that you have purchased from Studio Retail’s websites and which
is specified on the Policy Schedule. The product must be a domestic product
that was originally designed for domestic use.
Information You Give Us
Eligibility
The eligibility requirements are as follows:
* You must be aged 18 or over at the time of purchasing this insurance.
* You must be a permanent resident in the United Kingdom, the Channel
Islands or the Isle of Man.
We will not provide any cover if you do not meet these eligibility
requirements at the start date of your policy. Please contact the
administrator as soon as possible if you are not eligible for this
insurance, if a change in circumstances means that you no longer meet these
eligibility requirements or if you have any queries. Their contact details
are in section 1 of this Policy Document.
Disclosure of Important Information
In deciding to accept this insurance and in setting the terms and premium,
we have relied on the information you have given us via Frasers Group. You
must take reasonable care to provide complete and accurate answers to the
questions we ask when you take out or make changes to your policy. If the
information provided by you is not complete and accurate:
* we may cancel your policy and refuse to pay any claim, or
* we may not pay any claim in full, or
* we may revise the premium, or
* the extent of the cover may be affected.
If you become aware that any information you have given is incomplete or
inaccurate, please contact the administrator as soon as possible. Their
contact details are shown in section 1 of this Policy Document.
When cover ends
Cover will end automatically on whichever of the following happens first:
* The date your product is replaced;
* The date you cancel your plan;
* The date your plan expires;
* The cost of repairs or replacement exceed twice the purchase price.
--------------------------------------------------------------------------------
SECTION 3 - WHAT IS COVERED
Breakdown:
* We will repair or replace your product when it breaks down and/or fails
to operate as intended by the manufacturer outside of the manufacturer’s
guarantee period.
* The breakdown must be entirely due to a sudden and unforeseen defect
causing the actual breaking of a part.
Accidental Damage:
* We will repair or replace your product if it fails or operate as
intended by the manufacturer due to an accidental event
* The accidental damage must be entirely due to a sudden and unforeseen
event.
This plan only applies to domestic products and that were originally
designed for domestic use.
Repair to the product will be undertaken when the product is in the UK. It
is important that you understand:
In the event of each valid claim:
If your product has an original purchase price of £200 or less, we will
provide an identical replacement, or we will arrange for a credit to be
applied to the account through which the original purchase was made. If
your product has an original purchase price over £200, then we will pay the
cost of repairing your product. If we are unable to repair your product
then we will provide you with an identical replacement or we will arrange
for a credit to be applied to the account through which the original
purchase was made.
The maximum we will pay under this policy in total for all repairs and
replacements is an amount equal to twice the original purchase price of the
product or £3,000, whichever is lower.
--------------------------------------------------------------------------------
SECTION 4 - WHAT IS NOT COVERED
We will not pay for any claim:
* caused by you deliberately damaging or neglecting your product;
* for electrical or mechanical breakdown for which the manufacturer,
supplier or any other person may be held responsible under the terms of
any guarantee or warranty;
* caused by you not following the manufacturer’s instructions or use of
accessories not approved by the manufacturer;
* for the replacement of or adjustment to consumable items including but
not limited to discs, records, tapes, styli, cartridges, software,
aerials or aerial sockets, air or water filters, light bulbs, plugs,
fuses, batteries, disposable bags, belts, brushes or tools;
* caused by routine servicing, inspection, maintenance or cleaning;
* caused by an inherent manufacturing defect or a product recall;
* resulting from repairs carried out by a repairer not authorised by us;
* resulting from wear and tear or the gradual deterioration of
performance;
* for cosmetic damage, scratching, denting or marking of your product
which affects the appearance of your product but does not affect its
performance or functionality in any way;
* caused by permanent or temporary interruption of electricity or water
supplies;
* due to transportation or installation;
* due to over-icing of cooling products;
* due to tuning or aerial faults or the incorrect setting of automatic
controls or thermostats;
* due to fire, flood, lightning, storm, tempest, explosion, impact,
aircraft or other aerial device or article dropped from, theft or
attempted theft, or any other external cause;
* if no fault is found or a part is not burnt out or broken;
* if you have failed to carry out general or regular maintenance as
required or recommended by the manufacturer;
* repairs to the product whilst it is outside of the UK;
* for any loss suffered as a result of not being able to use the product
or any loss over and above the purchase price of the product.
* due to war or acts of terrorism or you engaging in active war.
* due to nuclear risks.
* due to damage resulting from pressure waves caused by aircraft or other
aerial devices travelling at sonic or supersonic speeds.
* for any loss, damage, liability, cost or expense caused by malicious or
non-malicious use of any application, process, software, code or
programme, including computer virus (or any computer related hoax).
--------------------------------------------------------------------------------
SECTION 5 - GENERAL CONDITIONS
* We will only provide cover for your product if you agree to take all
reasonable steps to protect your product to prevent breakdown and
accidental damage or minimise the effects of a breakdown once it has
occurred.
* All claims must be made within 30 days of discovery of the incident.
Failure to do so may delay your claim.
* If you change your address, please contact Frasers Group Financial
Services Limited on 0371 376 5680 with the new details.
* If the product is replaced following a claim the plan will terminate. If
the replacement product is to be covered, you will need to buy a new
plan.
--------------------------------------------------------------------------------
SECTION 6 - MAKING A CLAIM
Who to Contact
To make a claim, call the administrator on 0330 024 0367. Lines are open
between 9am and 5:30pm Monday to Friday. Alternatively, please send an
email to productbreakdown@castelangroup.com or write to Castelan Limited,
Customer Care Team, Alpha House, Sunnyside Road North, Westonsuper-Mare,
North Somerset, BS23 3QY
Calls may be recorded for training, compliance and fraud prevention
purposes.
Things You Must Do
You must comply with the following conditions. If you fail to do so and
this affects the ability of the claims administrator to fully assess your
claim or keep our losses to a minimum, we may not pay your claim or any
payment could be reduced.
* All claims must be reported to the administrator as soon as possible but
in any event, within 30 days of you becoming aware of an incident. You
must complete a claim form (in full) and provide at your own expense,
any information and assistance which the claims administrator may
require in establishing the amount of any payment under your insurance.
* You must make the product available for inspection and repair.
Manufacturer’s Guarantee If your product has been delivered with a fault,
or has developed a fault within 12 months from the delivery date, please
contact Studio Retail Trading Limited; details on how to get in touch can
be found on their help pages- help.studio.co.uk
--------------------------------------------------------------------------------
SECTION 7 - CANCELLATION OF THE POLICY
Your Cancellation Rights
You can cancel your policy within 30 days of the policy start date or, if
later, 30 days of the date you receive this Policy Document. We will refund
any premiums you have paid as long as you have not made a claim and do not
intend to make a claim.
You can also cancel your policy at any other time by writing to:
Frasers Group Financial Services Limited, Express House, Clayton Business
Park, Accrington, Lancashire, BB5 5JY or please call 0371 376 5680 or via
the web: support.studio.co.uk/s/contact-us
You may be entitled to a pro-rata refund for each complete unexpired months
cover, calculated at the date the cancellation request is received provided
that you have not made a claim. This means that a refund will only be
provided for every complete month of the plan remaining from the date you
request the plan is cancelled.
Example 1: if you have a two year plan and request that your plan is
cancelled anytime during the seventh month, you will be entitled to a
refund for the remaining full 17 months. This will be calculated as 17/24th
of the premium you have paid as follows: if the premium taken for a plan is
£26.00, the refund would be £26.00/24 x 17 = £18.41.
Example 2: if you have a three year plan and request that your plan is
cancelled anytime during the seventh month, you will be entitled to a
refund for the remaining full 29 months. This will be calculated as 29/36th
of the premium you have paid as follows: if the premium taken for a plan is
£26.00, the refund would be £26.00/36 x 29 = £20.94
The Insurers’ Cancellation Rights
We reserve the right to cancel this policy immediately if you commit fraud.
If we cancel your policy, we will do so in writing to the most recent
address we have for you. We cannot cancel this insurance for any other
reason.
--------------------------------------------------------------------------------
SECTION 8 - HOW TO MAKE A COMPLAINT
Our aim is to provide you with a high quality service at all times,
although we do appreciate that there may be instances where you feel it is
necessary to lodge a complaint.
If your complaint is about the sale of your policy, please direct it to:
Frasers Group Financial Services Limited, Express House, Clayton Business
Park, Accrington, Lancashire, BB5 5JY Tel: 0371 376 5680 or email using our
help pages: support.studio.co.uk/s/contact-us
If you have a complaint about how your claim has been handled, or how your
policy has been administered, please contact the administrator by email at
customercare@castelangroup.com or by telephone on 0333 015 1182, or by
writing to Castelan Ltd, Customer Care Manager, Alpha House, Sunnyside Road
North, Weston-super-Mare, North Somerset BS23 3QY.
In some cases the administrator may refer your complaint to Novus
Underwriting Limited. You can contact Novus Underwriting Limited by email
at complaints@novusunderwriting.com or by writing to 4th Floor, 34 Lime
Street, London EX3M 7AT.
If you are not happy with the outcome of your complaint you have the right
to refer your complaint to the Financial Ombudsman Service. You can contact
the Financial Ombudsman Service by writing to The Financial Ombudsman
Service, Exchange Tower, Harbour Exchange Square, London E14 9SR or by
telephone on 0300 123 9 123 or by visiting www.financial-ombudsman.org.uk.
The above complaints procedure is in addition to your statutory rights as a
consumer. For further information about your statutory rights contact your
local authority Trading Standards Service or Citizens Advice Bureau.
If you live in the United Kingdom or the Isle of Man, the contact
information is:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 0234 567 (calls to this number are free on mobile phones and
landlines).
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and
02 numbers).
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If you live in the Channel Islands, the contact information is:
Channel Islands Financial Ombudsman, PO Box 114, Jersey, Channel Islands,
JE4 9QG
Jersey +44 (0)1534 748610
Guernsey +44 (0)1481 722218
International +44 1534 748610
Facsimile +44 1534 747629
Email: enquiries@ci-fo.org
Web: www.ci-fo.org
--------------------------------------------------------------------------------
SECTION 9 - LEGAL, REGULATORY & OTHER INFORMATION
Other Insurance
If, at the time of a valid claim under this policy, there is another
insurance policy in force which covers you for the same loss or expense, we
may seek a recovery of some or all of our costs from the other insurer. You
must give us any help or information we may need to assist us with our loss
recoveries.
You may be asked to provide details of any other contract, guarantee,
warranty or insurance which may apply to the product including, but not
restricted to, household insurance.
Fraudulent Claims or Misleading Information
We take a robust approach to fraud prevention in order to keep premium
rates down so that you do not have to pay for other people’s dishonesty. If
any claim made by you or anyone acting on your behalf under this insurance
is fraudulent, deliberately exaggerated or intended to mislead, we may:
* not pay your claim; and
* recover (from you) any payments we have already made in respect of that
claim; and
* terminate your insurance from the time of the fraudulent act; and
* inform the police of the fraudulent act.
If your insurance is terminated from the time of the fraudulent act, we
will not pay any claim for any incident which happens after that time and
may not return any of the insurance premium(s) already paid.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme. You may be
entitled to compensation from the scheme if we are unable to meet our
obligation to you under this contract. Further information can be obtained
from the Financial Services Compensation Scheme, 10th Floor, Beaufort
House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100
(Freephone) or 020 7741 4100. Website: www.fscs.org.uk
Data Protection Notice
We and the administrator are the data controllers (as defined by the
General Data Protection Regulations) for the data you provide to us. We
need to use your data in order to arrange your policy and associated
products. We may collect personal information about you, including: • name,
address, contact details • financial information such as bank details •
details of any claim We may also collect sensitive personal information
about your health where we consider a change to our procedures will likely
provide you with a better customer outcome. This will only be collected
with your consent. You are obliged to provide information without which we
will be unable to provide a service to you. Any personal information
provided by you may be held by us in relation to your policy. It may be
used by our relevant staff in making a decision concerning your policy and
for the purpose of servicing your policy. It may be held by the
administrator for administering claims. Information may be passed to loss
adjusters, solicitors, reinsurers or other service providers for these
purposes. We may obtain information about you from credit reference
agencies, fraud prevention agencies and others to check your credit status
and identity. The agencies will record our enquiries, which may be seen by
other companies who make their own credit enquiries. If you provide false
or inaccurate information and we suspect fraud, we will record this.
We and other organisations may use these records to:
- help make decisions on insurance proposals and insurance claims, for you
and members of your household;
- trace debtors, recover debt, prevent fraud, and manage your insurance
policies; and/or
- check your identity to prevent money laundering, unless you furnish us
with satisfactory proof of identity.
We and the administrator process all data in the UK but, where we need to
disclose data to parties outside the UK, we and the administrator will take
reasonable steps to ensure the privacy of your data during such transfers.
In the event that your data needs to be transferred back to us and the
administrator from the EU, then EU laws on data transfers will apply.
In order to protect our legal position, we will retain your data for a
minimum of 7 years. We have a Data Protection regime in place to oversee
the effective and secure processing of your data. Under Data Protection
legislation, you can ask us for a copy of the data we hold, have it
corrected, sent to a third party or deleted (subject to our need to hold
data for legal reasons). We will not make your personal details available
to any companies to use for their own marketing purposes.
If you wish to complain about how we have handled your data, you can
contact us and we will investigate the matter. If you are not satisfied
with our response or believe we are processing your data incorrectly, you
can complain to the Information Commissioner’s Office by writing to
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF or by telephone on 0303 123 1113.
For more information about how the administrator uses your data, please see
the administrator’s privacy notice at www.castelangroup.com/privacy-notice
Rights of Third Parties
A person who is not a party to this policy has no right under the Contracts
(Rights of Third Parties) Act 1999 to enforce any term of this policy but
this does not affect any right or remedy of a third party which exists or
is available apart from that Act.
For your information, the Contracts (Rights of Third Parties) Act 1999
allows a person who is not a party to a contract to be able to enforce that
contract if the contract expressly allows him/her to or if the contract
confers a benefit upon him/ her. However the Act will not be applied if the
parties make it clear in the contract that the third party does not have
the right to enforce it. For further guidance please see
www.legislation.gov.uk or contact the Citizens Advice Bureau.
Law and Jurisdiction
This policy shall be governed by the laws of England and Wales and subject
to the non-exclusive jurisdiction of the courts of England.
Sanctions
We shall not provide any benefit under this contract of insurance to the
extent of providing cover, payment of any claim or the provision of any
benefit where doing so would breach any sanction, prohibition or
restriction imposed by law or regulation.
Several Liability
The subscribing insurers’ obligations under contracts of insurance to which
they subscribe are several and not joint and are limited solely to the
extent of their individual subscriptions. The subscribing insurers are not
responsible for the subscription of any co-subscribing insurer who for any
reason does not satisfy all or part of its obligations.
The Insurer
This insurance is underwritten Novus Underwriting Limited who are
registered in England and Wales under Company No. 10844265, with its
registered office address at Cumberland House, 129 High Street, Billericay,
Essex, CM12 9AH, on behalf of Helvetia Schweizerische
Versicherungsgesellschaft in Liechtenstein AG. Registered Office:
Aeulestrasse 60 (2. Stock) 9490 Vaduz, Liechtenstein.
Regulatory Details
Novus Underwriting Limited is an appointed representative of Direct
Insurance Group Plc, which is authorised and regulated by the Financial
Conduct Authority (Firm Reference No. 306080). Helvetia Schweizerische
Versicherungsgesellschaft in Liechtenstein AG is regulated by the
Liechtenstein Financial Market Authority and is deemed authorised by the
Prudential Regulation Authority and subject to regulation by the Financial
Conduct Authority and limited regulation by the Prudential Regulation
Authority. Firm Reference: No. 454140
Frasers Group Financial Services Limited is authorised and regulated by the
Financial Conduct Authority. Firm Reference: 311908.
The administrator is authorised and regulated by the Financial Conduct
Authority. Firm Reference: 572287
--------------------------------------------------------------------------------
SECTION 10 - DEFINITIONS
In this document the following words and phrases are in bold and have the
meanings shown after them:
“Administrator” –Castelan Limited, Alpha House, Sunnyside Road North,
Weston-super-Mare, North Somerset, BS23 3QY
“Frasers Group” – Frasers Group Financial Services Limited, the Insurance
intermediary
“Studio Retail” - Studio Retail Trading Limited, the Appointed
Representative of Frasers Group Financial Services Limited.
“Nuclear risks” - Ionising radiation or contamination by radioactivity from
any nuclear fuel or from any nuclear waste from the combustion of nuclear
fuel or radioactive toxic explosive or other hazardous properties of any
explosive nuclear assembly or nuclear component thereof.
“Product/s” - the item/s you have purchased from Studio Retail’s websites
that are covered under this plan.
“Purchase Price” - the amount you originally paid for the product.
“Terrorism” - An act including, but not limited to, the use or threat of
force and/or violence of any person or group(s) of persons, whether acting
alone or on behalf of or in connection with any organisation(s) or
government(s), committed for political, religious, ideological or similar
purposes or reasons including the intention to influence any government
and/or to put the public, or any section of the public, in fear.
“UK”- England, Scotland, Wales, Northern Ireland, the Channel Islands and
the Isle of Man.
“War”- means:
(a) War, invasion, acts of foreign enemies, hostilities (whether war be
declared or not), civil war, rebellion, revolution, insurrection, military
or usurped power, riot or civil commotion assuming the proportions of, or
amounting to, an uprising, military or usurped power; or
(b)Any act of terrorism; or
(c) Any act of war or terrorism involving the use of, or release of, a
threat to use any nuclear weapon or device or chemical or biological agent.
“We, Us, Our” - Novus Underwriting Limited on behalf of Helvetia
Schweizerische Versicherungsgesellschaft in Liechtenstein AG.
“You/your” - The individual specified on the Policy Schedule who owns the
insured items, has applied for this insurance and has paid the appropriate
premium.
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Electrical Product Insurance
Insurance Product Information Document
Product Replacement, Accidental Damage or Breakdown Plan
Company: Studio and Ace are trading names of Studio Retail Trading Limited,
an appointed representative of Frasers Group Financial Services Limited,
which is authorised by the Financial Conduct Authority for customer credit
and general insurance. Church Bridge House, Henry Street, Accrington, BB5
4EE. Firm reference: 311908
Product Replacement, Accidental Damage or Breakdown Plan is underwritten by
Company: Novus Underwriting Limited on behalf of Helvetia Schweizerische
Versicherungsgesellschaft in Liechtenstein AG. Novus Underwriting Limited
is an appointed representative of Direct Insurance Group Plc, which is
authorised and regulated by the Financial Conduct Authority (Firm Reference
No. 306080). Helvetia Schweizerische Versicherungsgesellschaft in
Liechtenstein AG. Registered Office: Aeulestrasse 60 (2. Stock) 9490 Vaduz,
Liechtenstein is authorised and regulated by the Liechtenstein Financial
Market Authority and subject to regulation by the Financial Conduct
Authority and limited regulation by the Prudential Regulation Authority
(Firm Reference No. 454140).
This Insurance Product Information Document contains only a summary of the
insurance cover. The full terms and conditions of the insurance, including
for example complete information on exclusions, your obligations, how to
make a claim, and your complaints and cancellation rights, can be found in
your Policy Document and Policy Schedule.
What is this type of insurance?
This insurance is designed to repair or replace your product if it is
accidentally damaged or breaks down and fails to operate as intended by the
manufacturer. Breakdown is covered outside of the manufacturer’s guarantee
period.
What is insured?
This insurance is designed to repair or replace your product if it is
accidentally damaged or breaks down and fails to operate as intended by the
manufacturer. Breakdown is covered outside of the manufacturers guarantee
period.
If your product has an original purchase price of £200.00 or less, we will
(in the event of each valid claim):
- replace your product with an identical product, or if this is not
possible,
- we will arrange for a credit to be applied to the account through which
the original purchase was made
If your product has an original purchase price of more than £200.00, we may
(in the event of each valid claim):
- choose to pay for the cost of repairing your product, or,
- replace your product with an identical product, or,
- arrange for a credit to be applied to the account through which the
original purchase was made. However, we will only pay the purchase price of
the product, or £1,500, whichever is lower in each individual claim.
The maximum we will pay under this policy in total for all repairs and
replacements is an amount equal to twice the original purchase price of the
product or £3,000, whichever is lower. If the product is replaced, or your
account is credited, the plan will terminate. If required, you will need to
buy a new plan for any new product
What is not insured?
✘ Theft or loss of the product.
✘ Products used for Commercial use.
Are there any restrictions on cover?
! Deliberately damaging or neglecting your product;
! Electrical or mechanical breakdown for which the manufacturer, supplier
or any other person may be held responsible under the terms of any
guarantee or warranty;
! The replacement of or adjustment to consumable items including but not
limited to discs, records, tapes, styli, cartridges, software, aerials or
aerial sockets, air or water filters, light bulbs, plugs, fuses, batteries,
disposable bags, belts, brushes or tools;
! Claims caused by routine servicing, inspection, maintenance or cleaning;
! Claims caused by a manufacturing defect or a product recall;
! Claims resulting from repairs carried out by a repairer not authorised by
us;
! Claims resulting from wear and tear or the gradual deterioration of
performance;
Where am I covered?
In the United Kingdom
What are my obligations?
• You must take all reasonable steps to protect your product to prevent
breakdown or minimise the effects of a breakdown once it has occurred.
• All claims must be made within 30 days of discovery of the incident.
Failure to do so may delay your claim.
• If you change your address, please contact Frasers Group Financial
Services Limited on 0371 376 5680 with the new details.
• If the product is replaced, or your account is credited, the plan will
terminate. If required, you will need to buy a new plan for any new
product.
When and how do I pay?
The full premium payable will be debited to your Ace/Studio account before
the commencement of the policy.
When does the cover start and end?
Accidental damage cover starts from the date of purchase and lasts for
either two or three years. Breakdown cover starts from the date of purchase
and lasts for either one or two years after the expiry of the manufactures
guarantee. These dates can be found on your policy schedule.
How do I cancel the contract?
You can cancel your policy within 30 days of the policy start date or, if
later, 30 days of the date you receive this Policy Document. We will refund
any premiums you have paid as long as you have not made a claim and do not
intend to make a claim.
You can also cancel your policy at any other time by writing to Frasers
Group Financial Services Limited, Express House, Clayton Business Park,
Accrington, Lancashire, BB5 5JY or please call 0371 376 5680 or send a
message on our secure webform: https://support.studio.co.uk/s/contact-us
You may be entitled to a pro-rata refund for each complete unexpired months
cover, calculated at the date the cancellation request is received provided
that you have not made a claim. This means that a refund will only be
provided for every complete month of the plan remaining from the date you
request the plan is cancelled.
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Insurance Services - Further Relevant Information
Product Replacement, Accidental Damage or Breakdown insurance is arranged
by Studio Retail Trading Limited on behalf of Frasers Group Financial
Services Limited whose contact details are: Frasers Group Financial
Services Limited, Express House, Clayton Business Park, Accrington,
Lancashire, BB5 5JY. Telephone 0371 376 5680 and underwritten by Novus
Underwriting Limited on behalf of Helvetia Schweizerische
Versicherungsgesellschaft in Liechtenstein AG.
WHAT COVER IS PROVIDED?
Accidental damage: Cover is provided from the start date of your insurance
and period of cover is shown on your schedule of insurance. Breakdown:
Cover is provided after the manufacturer’s warranty has expired and lasts
for either one or two years after the expiry of the manufactures guarantee.
The maximum we will pay under this policy in total for all repairs and
replacements is an amount equal to twice the original purchase price of the
product or £3,000, whichever is lower. If the product is replaced, or your
account is credited, the plan will terminate. If required, you will need to
buy a new plan for any new product
NOTE:
* This insurance will end if the item is replaced, an alternative
settlement is given or the expiry date is reached.
* This insurance is available to buy online at the time you purchase your
domestic electrical item.
* The manufacturer, other retailers and insurance providers may also offer
you an extended warranty and your household insurance may be relevant.
Terms, conditions and exclusions apply to this insurance which limit your
cover and we do not wish you to discover after an incident has occurred
that you are not insured. If you have any queries, please contact Frasers
Group Financial Services Limited on 0371 376 5680 or via the
web https://support.studio.co.uk/s/contact-us
CANCELLATIONS
You can cancel your policy within 30 days of the policy start date or, if
later, 30 days of the date you receive this Policy Document. We will refund
any premiums you have paid as long as you have not made a claim and do not
intend to make a claim.
You can also cancel your policy at any other time by writing to Frasers
Group Financial Services Limited, Express House, Clayton Business Park,
Accrington, Lancashire, BB5 5JY or please call 0371 376 5680 or via the
web https://support.studio.co.uk/s/contact-us
You may be entitled to a pro-rata refund for each complete unexpired months
cover, calculated at the date the cancellation request is received provided
that you have not made a claim. This means that a refund will only be
provided for every complete month of the plan remaining from the date you
request the plan is cancelled.
CONSUMER RIGHTS
Product Replacement, Accidental Damage or Breakdown Plan can be purchased
when goods are ordered. The prices shown are the total amount payable
including Insurance Premium Tax. The benefits offered are in addition to
your legal rights under the Consumer Rights Act 2015. Under this Act, if
the product you purchase is subsequently found to be defective then you
will be entitled to a remedy such as a repair, a replacement or a refund.
This legal right lasts for up to 6 years (5 years in Scotland). If the
product proves defective in the first 30 days after purchase then you may
reject the goods and request a full refund. Thereafter, you will be
entitled to a repair or replacement but if those remedies are not possible
then you can claim a full, or partial, refund depending on the age of the
goods. Further information on your rights can be obtained from the Citizens
Advice Consumer Helpline 03454 040506.
FINANCIAL SERVICES COMPENSATION SCHEME
Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG is
covered by the Financial Services Compensation Scheme (FSCS). You may be
entitled to compensation from the scheme if Helvetia Schweizerische
Versicherungsgesellschaft in Liechtenstein AG cannot meet its obligations.
This depends on the type of business and the circumstances of the claim.
Most insurance contracts are covered for 90% of the claim with no upper
limit. You can get more information about compensation scheme arrangements
from the FSCS by visiting fscs.org.uk. You may also contact the FSCS on
their Freephone number 0800 678 1100 or 020 7741 4100 or you can write to
Financial Services Compensation Scheme PO Box 300, Mitcheldean, GL17 1DY
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* T's & C's
T's & C's
Your Studio Pay Credit Account
UPDATED: MAY 2023
Credit Agreement regulated by the Consumer Credit Act 1974
PARTIES TO THE AGREEMENT
This agreement is between us, Frasers Group Financial Services Limited,
Express House, Clayton Business Park, Clayton-le-Moors, Accrington, Lancs
BB5 5JY and you.
USEFUL DEFINITIONS
Studio Pay Credit Account a type of personal credit account where you can
order and receive goods and services from us and pay for them at a later
date. Your Studio Pay Credit Account has a credit limit and you have to pay
a monthly minimum amount. We charge interest on the unpaid balance. From
time to time we may offer you a Credit Option. This is a different way of
paying for purchases on your Studio Pay Credit Account.
Credit Option a different way of paying for purchases on your Studio Pay
Credit Account. The options we offer are:
* Buy Now, Pay Later (BNPL) Option
* Interest Saver Option.
If one of these options is available, we'll tell you when you place your
order. You can read more about Credit Options under Additional Terms below.
Plan If you accept a Credit Option when you place an order, you'll start a
Plan. We'll tell you how long the Plan will last.
Plan Balance the amount you owe on a Plan. We'll remind you of this amount
on your statement each month.
Plan Expiry Date the date a Plan will end. We'll remind you of this date
on your statement each month. In the statement we send before your Plan
ends, we'll also tell you about any action you need to take.
What type of agreement is this?
This agreement is for a running credit account. It is sometimes called
revolving credit.
Studio Pay Credit Account
Interest rate
The interest rate is 34.1% per year (variable). We may vary it at any time
by giving you notice. You can read more about this in the section Can the
terms of this agreement ever change?. We calculate the rate as 2.84 pence
in the 1 every calendar month.
Minimum payments
You must make at least the minimum payment each month. Please see What are
my repayments and when are they due? below. If you only make the minimum
payment each month, it will take you longer to pay what you owe. It will
also cost you more as we charge interest. We recommend that you pay as much
as you can reasonably afford.
Period of the agreement
This is an open-ended agreement. This means it doesn't have a fixed end
date. So it will continue until you or we end the agreement.
What is the credit provided for?
The credit we provide under this agreement is for you to buy goods and
services from us and trusted partners from time to time.
What will my credit limit be and could this change?
We'll choose a suitable credit limit for you when we open your account.
We'll tell you it on statements and other
communications we send you. We base your initial credit limit on your
personal circumstances and publicly available data from credit-reference
agencies. (The data shows information about you including how you manage
accounts run by other companies.) When you apply for an account, you can
tell us if you'd like us to consider you for credit-limit increases in the
future. We'll also explain how you can accept or reject increases.
We regularly review your credit limit to make sure its still right for you
and your circumstances. We use internal data (which shows how you have been
managing your account) and data from credit-reference agencies. If we think
you are at risk of financial difficulties, we may not be able to offer you
a credit-limit increase even if you have requested one.
Credit-limit increases: If you've opted in to credit-limit increase offers,
we'll let you know if one is available to you. We'll normally give you at
least 28 days notice of the proposed increase. You have the option of
refusing the increase if you wish. If you request a credit-limit increase
or agree to us applying a credit-limit increase earlier, we may apply it
before the 28-day period ends. You can refuse any credit-limit increases or
tell us not to offer them in the future. If you tell us you don't want a
credit-limit increase, we wont increase it. You can change your preference
at any time. We'll only offer you a credit-limit increase if we think you
can afford it. But please consider if it will suit your needs and if you
can keep up your payments in the future.
Credit-limit decreases: We may reduce your credit limit if our review
indicates you may struggle to repay it or if your circumstances have
changed. You can also ask us to increase or decrease your credit limit by
completing a short form in My Account on our website. To speak to us about
your credit limit, please contact the Financial Services team as shown in
the contact details section below. You can change your credit-limit
preferences at any time online in My Account.
How and when will you provide credit to me?
Credit is subject to status. When you satisfactorily complete our
identification, verification and credit checks, we'll give you a credit
limit.
What have you assumed when calculating the annual percentage rate (APR)?
39.9% APR variable
Example credit limit of 1000: If you make purchases up to the full amount
of this credit limit, then assuming:
* you repay your balance over a 12-month period by equal instalments
(first instalment within 1 calendar month), and
* any interest rates remain the same throughout this period,
our total charge for credit under this agreement will be 188.98. So the
total amount payable will be 1188.98.
How do you calculate interest?
We calculate the interest daily using the account balance, once we have
processed all transactions for that day. We then add the total of the daily
interest charges to the account balance on your statement date. Interest is
compounded, which means we charge interest on interest. We don't compound
interest on default charges.
When will you charge interest to my account?
If you pay off your full balance by the payment due date, we wont charge
interest on purchases made during your current statement period. But if you
choose not to do so, we'll charge interest from the date we added the goods
or services (or both) to your account until the date you pay off your
balance.
What other charges can you apply to my account?
At our choice, we may apply the following default charge to your account:
* 12 if you don't make your minimum payment on time or if you don't pay
enough to cover the minimum payment in full.
Can the terms of this agreement ever change?
We may change the terms of the agreement (including charges and the
interest rate) when we believe we need to reflect:
* changes in relevant laws or regulations
* changes in our systems
* changes in market conditions affecting our business
* new developments in products, technology or other changes in lending
practices
* additional, improved or revised product features
* new promotional offers
* changes in your personal circumstances and how you operate your account
* changes that in our view affect your credit status
* changes needed to operate our business in a profitable and prudent way.
We'll only make changes for a valid reason and in a proportionate way. We
wont change or introduce any fees to cover the same cost twice. As this
contract has no fixed end date, we may from time to time need to make
changes for other valid reasons not set out here. If we do this, you can
end this agreement without charge.
If the change is in your favour, we may introduce it without notice and
inform you at the next available opportunity. If the change is not in your
favour, we'll give you 30 days notice of it. You'll have 60 days from the
notification date to:
* do nothing and accept the new terms, or
* reject the new terms. If you reject them, your balance will stay on the
prevailing terms but you wont be able to place any more orders with us.
We'll give you a reasonable amount of time to pay off any balance.
We wont increase your interest rate if we think you are at risk of
financial difficulty for example you have currently missed two or more
payments, we have agreed a repayment plan or you are in serious discussion
with a debt-counselling organisation and they have told us about this.
We may also increase your minimum payment or change the interest rate if
you are in persistent debt or at risk of being in persistent debt.
What are my repayments and when are they due?
Each month you must make at least the minimum payment. It is the higher of
these two amounts:
* 6.00% of the total balance, including any Interest Saver Plan Balances
(less any BNPL Plans that have not reached their Plan Expiry Date).
* 10.
If your balance is less than 10, the whole balance will be due.
Each month we'll normally send you a statement showing purchases, charges,
payments made and refunds. The statement will also show your minimum
payment and a payment due date. If you pay off your balance in full and on
time every month, we wont charge any interest to your account. If there
hasn't been any activity on your account during a month, we wont send you a
monthly statement. However, we'll send you a statement if you have a Plan.
We always recommend you pay off as much as you can reasonably afford. If
you don't pay the minimum payment or you are late paying it, we may charge
you a fee of 12 even if you've made a payment to a specific Plan. Refunds
and returns do not count as payments. If you are waiting for a refund or
have a dispute on your account, you should still pay at least the minimum
payment.
How do you apply my repayments to my account?
We allocate your payments as follows:
1. Repaying any amounts in arrears as shown on your statement.
2. Then, 6.00% of the non-Plan balances on your Studio Pay Credit Account.
We allocate this in the following order: first
to interest, then to purchases of goods or services, and then finally to
charges and fees.
3. Then repaying 6.00% of any Interest Saver Plans you have.
4. Then repaying any BNPL Plans that will expire by the date of your next
statement.
5. Then repaying any Interest Saver Plans that will expire by the date of
your next statement.
6. Then repaying any balance on your Studio Pay Credit Account not on a
Plan.
7. Then repaying any other BNPL Plans or Interest Saver Plans.
8. Then, finally, repaying any amounts we have added to your account since
the previous statement date in the
following order: first to any Studio Pay Credit Account amounts not on a
plan, then to any BNPL or Interest Saver
plans in the date order they are due to expire (BNPL takes priority if the
expiry dates are the same). Any remaining payment will put your Studio Pay
Credit Account into credit.
If you have two or more Plans in the same Credit Option, the Plans will be
repaid in the order they are due to expire, starting with the Plan that is
closest to expiry. If a particular Credit Option is repaid in a different
order, we'll tell you before you make a purchase using the Credit Option.
We'll allocate payments in a different way, for example against a specific
Plan, if you tell us to do it. Do not pay more than you owe. If you pay
more than you owe, your account will go into credit and you will need to
contact us to arrange a refund. If you don't contact us to arrange the
refund, we'll transfer the amount we owe you to a suspense account and
close your account. If we do this, you can still ask for your refund.
What happens if I can’t make a payment?
If you have a Plan, non-payment may mean we withdraw it and any Credit
Options that might have been available to you. Withdrawing the Plan means
the Plan Balance becomes payable immediately and we’ll add interest
backdated to the date the goods were despatched.
We must also report your payment behaviour to the credit-reference
agencies. It could lead to you having to pay extra costs and make it more
difficult for you to get credit in the future. It will raise the total cost
of repaying the debt as the ongoing interest we charge will increase the
amount you owe. Also, we may pass your debt to a debt-collection agency to
collect on our behalf. We may also sell your debt to a debt-purchasing
company who may take legal action.
If you are in financial difficulty or can’t make a payment, it’s important
that you contact us quickly. Please call us on the number shown at the end
of this agreement.
What happens if I’m in persistent debt?
Persistent debt means that over the last 18 months, you’ve paid more in
interest, fees and charges than in repaying what you borrowed. If we
believe you are in persistent debt, we’ll contact you to explain how we can
help.
Can I repay my balance early?
You have a right to repay your balance (in full or in part) at any time.
You can do this by using any of the payment methods shown in our catalogue,
on our website, or on your statement, or by calling our Financial Services
team. We encourage you to pay off any BNPL or Interest Saver Plans before
their plan expiry date to avoid being charged interest.
How can I withdraw from this agreement?
You have a right to withdraw from this agreement without giving us any
reason. You have the right to give us this notice of withdrawal for 14 days
starting on the day after the date we provided you with the agreement.
You must give us this notice of withdrawal by writing to us at the Customer
Care Department or by phoning us on our Financial Services number below.
Once you have notified us, you must repay any credit and accrued interest,
using any of the payment methods shown on your statement, on our website or
in the Information Point in our catalogue. You must do so no later than 30
days after giving us notice of withdrawal. At your request, we’ll give you
details of the amount of interest payable per day.
Can you or I terminate this agreement early?
You can terminate this agreement at any time by:
* writing to us at our Customer Care Department (the address is below),
and
* paying off your full balance using any of the payment methods shown in
the Information Point in our catalogue, on your statement or on our
website.
We can terminate this agreement immediately (after giving you notice under
the Consumer Credit Act 1974) if you are in breach of the terms of the
agreement. We may also end it at any time if you are not in breach of the
agreement by giving you two months’ written notice.
We may terminate or suspend your right to use your account if you breach
this agreement. We also reserve the right to terminate or suspend your
right to use this account for other justifiable reasons such as:
* to prevent unauthorised or fraudulent use of credit
* we suspect you are using your account for business purposes or for
re-sale
* you’ve given us false or misleading information on which we’ve relied
* you fail to make the minimum payment by the due date
* there’s a risk of you being unable to meet your repayments or if you are
showing signs of financial difficulty on this account or another account
you have with us, or you become bankrupt, enter into a voluntary
arrangement or make a proposal for reduced payments.
We’ll try to let you know before we terminate or suspend your right to use
this account. If we can’t tell you before, we’ll tell you immediately
after.
If you don’t use your account for 36 months, we may terminate this
agreement under our rules on dormant accounts. If, after 36 months, you
wish to use your account again and we’ve closed it under those rules, you
must reapply to open an account as a new applicant. Two months before we
close your account, we’ll write to let you know we’re terminating this
agreement. Our rules on dormant accounts help to protect you and us from
fraud.
How do I complain?
If you want to complain about our consumer-credit activities under this
agreement, please contact us first. If we cannot resolve your complaint to
your satisfaction, you may be able to ask the Financial Ombudsman Service
(FOS) to consider it. As part of our complaint-handling processes, we’ll
make you aware of your rights of referral to FOS and how you can do that.
You can contact FOS at: Financial Ombudsman Service, Exchange Tower, London
E14 9SR; by telephone on 0800 023 4567, by an online complaints form
at www.financial-ombudsman.org.uk/contact-us or email at
complaint.info@financialombudsman.org.uk.
Can this agreement and its rights and duties be transferred to a third
party?
As the lender, we may at any time transfer our rights or duties (or both)
under this agreement to someone else. Doing this won’t affect your
statutory rights or obligations (or both). You may not transfer your rights
or obligations (or both) under this agreement.
What is the governing law and who regulates you?
This agreement is governed by English law. You agree that any legal cases
concerning this agreement are heard by the courts of England and Wales. By
law we must inform you that we supply the information in this agreement in
English only. We’ll continue to communicate in English during your
agreement with us.
Frasers Group Financial Services Limited is regulated and authorised by the
Financial Conduct Authority (FCA) for consumer credit and general insurance
activities. Our FCA registration number is 311908. You can find a list of
our permissions by checking the FCA register at
www.fca.org.uk/firms/financial-services-register. You can contact the FCA
at 12 Endeavour Square, London E20 1JN.
Do you subscribe to any lending codes?
Yes. We are members of the Finance and Leasing Association (FLA). We keep
to their Lending Code. You can ask us for a copy of the FLA Lending Code or
view it by visiting
http://www.fla.org.uk/index.php/consumer-information/lending-code/.
ADDITIONAL TERMS
Promotional Credit Options
BNPL Option
Interest
If you repay the balance of a BNPL Plan in full before the Plan Expiry
Date, we won’t charge any interest.
If you choose not to pay off the Plan Balance in full, we’ll charge
interest on the unpaid Plan Balance. We’ll calculate interest from the date
the goods were despatched and use the interest rate shown in the Interest
Rate section above. We’ll add this interest and Plan Balance to your
account balance on the first statement after the Plan Expiry Date. We
charge interest on your account balance if you don’t pay it in full.
If we end this Plan due to a breach of the agreement before the Plan Expiry
Date, we’ll charge interest on the Plan Balance. We’ll calculate it from
the date the goods were despatched.
Minimum payments
You don’t need to make any payments towards a BNPL Plan before the Plan
Expiry Date. We don’t include your BNPL balance when we calculate your
minimum payment. If you have a balance from purchases that are not on a
BNPL Plan, you must make a minimum payment each month; this will be shown
on your statement.
If you fail to make any minimum payment requested on your account, the BNPL
Plan may end.
Interest Saver Option
Interest
If you repay the balance of an Interest Saver Plan in full before the Plan
Expiry Date, we won’t charge any interest.
If you choose not to repay the Plan Balance in full, we’ll charge you
interest on the unpaid Plan Balance. We’ll calculate interest from the date
the goods were despatched and use the interest rate shown in the Interest
Rate section above. We’ll add this interest and Plan Balance to your
account balance on the first statement after the Plan Expiry Date. We
charge interest on your account balance if you don’t repay your account
balance in full.
If we end this Plan due to a breach of the agreement before the Plan Expiry
Date, we’ll charge interest on the Plan Balance. We calculate it from the
date the goods were despatched.
Minimum payments
You must make the minimum payment each month. When we calculate your
minimum payment, we’ll include Interest Saver Plan Balances in the
calculation.
If you fail to make a minimum payment, the Interest Saver Plan may end.
Our rights of set-off
If we owe you any money, we’ll be entitled to set off the amount we owe you
against any debt you owe us across this and other Frasers Group Financial
Services Limited accounts.
Continuous payment authority
We may suggest using a continuous payment authority to debit your card as
an alternative payment method. If you agree to this, you authorise us to
take payments due by debiting the card you provided at the time. This will
allow us to take agreed payments directly from your bank or credit card
account. We’ll do this up to the date of any other payment arrangement you
and we agree or until you cancel the arrangement, which you can do by
contacting us. The amounts we’ll take in this way will be the minimum
payment due from you, or the amounts we agree with you at the time if you
are making reduced or alternative payments to pay off arrears. We’ll let
you know if we cannot take any agreed payment in this way. If your card
issuer refuses payment, we won’t request any further payments until we’ve
contacted you. We’ll never insist that you set up a continuous payment
authority as a condition of us accepting lower or rescheduled repayments.
Statements
We’ll send you an electronic notification to let you know when your
e-statement is ready. You can then view your statement by logging into the
My Account section of our website. If you want to receive paper statements,
please let us know by calling our Financial Services team.
You are responsible for checking each statement, regardless of how you
receive it. You should let us know straight away if:
* you don’t receive a statement when you expect one
* you can’t access your statement, or
* you think there is something wrong on your statement.
We reserve the right to change the way we send your statements.
You normally receive your first statement after your first order. You can
ask us to change your payment due date by asking us to change your
statement date. You can only change your statement date twice in a 12-month
period. Changes made to your statement date will start from the next
statement period.
Changes to your circumstances and personal details
You must notify us immediately if you change any part of your name,
address, telephone number(s) or your email address.
We want to make sure you can afford to repay the credit account you are
applying for. If you are aware of any future changes in your circumstances
that could reduce your income or increase your outgoings, please contact
our Financial Services team. This could be a decrease in your working
hours, maternity/paternity leave, an increase in your living costs such as
rent or bills, or retirement.
Contact details
* Financial Services 0371 376 5686
* Customer Care Department, Frasers Group Financial Services, Express
House, Clayton Business Park, Clayton-le-moors, Accrington, Lancashire,
BB5 5JY
For and on behalf of Frasers Group Financial Services Limited.
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* Servicing FAQs
Servicing FAQs
I received a letter with this reference: UTA_DP - FAQs
What has happened?
I received a letter/email asking me to confirm my details before you will
process any necessary refunds.
Why has my account been returned?
Why will it take up to 90 days?
Should I continue to make payments?
What if I've just made a payment? Will this be returned to me?
The named person has passed away what shall I do?
Why have I been contacted regarding someone who has passed away?
I received a letter/email asking me to confirm I am the personal
representative before you will send a cheque to me why?
What will happen if my details have changed? Can you still process my
refund?
Can you make a cheque payable to a family member or friend?
Can you send the payment to my bank account?
I am struggling with some of the language in the letter - can you help?
How is my refund calculated?
What is Compound Interest?
Notional Credit Position
Compensatory Interest
I am not happy about this; how can I make a complaint?
This letter came to my address, but the person it's addressed to doesn't
live here.
How can I contact you?
FREQUENTLY ASKED QUESTIONS, WITH ANSWERS
WHAT HAS HAPPENED?
When we processed your application for credit, we made some mistakes during
our affordability checking process, and regrettably, this meant that your
application was incorrectly accepted.
We are committed to ensuring that our conduct is fair and appropriate.
Therefore, if a mistake is identified, we will look to put it right and
ensure that it doesn't happen again.
Following a review of an account previously held with us, we have
identified that we made a mistake.
A letter/email will be issued in due course which will explain in more
detail.
I RECEIVED A LETTER/EMAIL ASKING ME TO CONFIRM MY DETAILS BEFORE YOU WILL
PROCESS ANY NECESSARY REFUNDS.
We need to make sure we have the most up-to-date information for you so
that we can make sure any refund cheque is correctly addressed to you. This
avoids unnecessary delays in getting a refund cheque out to you if any of
your information has changed.
WHY HAS MY ACCOUNT BEEN RETURNED?
To allow us to carry out a full assessment and process the necessary
refunds.
WHY WILL IT TAKE UP TO 90 DAYS?
We need to fully understand the impact of the mistakes we made and
accurately calculate your refund of interest and fees. We want to make sure
our assessment is thorough and accurate, and this can therefore take some
time. We will complete this process as soon as we can and will contact you
as soon as we have some further information for you. As a reminder, you do
not need to make any further payments to your account.
SHOULD I CONTINUE TO MAKE PAYMENTS?
No, you dont need to make any payments towards the outstanding balance,
this also includes any payments being made on your behalf, by a third
party. we will be in contact in due course with further information.
WHAT IF I'VE JUST MADE A PAYMENT? WILL THIS BE RETURNED TO ME?
Any payment made to the debt purchaser since your account was placed on
hold and transferred back to us will be refunded back to you by the debt
purchaser.
THE NAMED PERSON HAS PASSED AWAY WHAT SHALL I DO?
Please contact us using the contact information at the end of these FAQs to
let us know.
WHY HAVE I BEEN CONTACTED REGARDING SOMEONE WHO HAS PASSED AWAY?
Whilst the account holder has passed away, a refund may still be owed. If
you are the personal representative of the late account holder please
contact us If you are not the personal representative, but you do know who
they are, please could you direct the email/letter to them.
I RECEIVED A LETTER/EMAIL ASKING ME TO CONFIRM I AM THE PERSONAL
REPRESENTATIVE BEFORE YOU WILL SEND A CHEQUE TO ME WHY?
We need to make sure we are sending out a cheque to the correct individual
which would be the personal representative of the late account holder.
We can confirm this through the personal indemnity form supplied and a copy
of the death certificate. You can send this to us via email or by post. Our
contact details are at the bottom of this article.
WHAT WILL HAPPEN IF MY DETAILS HAVE CHANGED? CAN YOU STILL PROCESS MY
REFUND?
Yes. Once you contact us with your updated details, we will attempt to
verify them. If we are unable to do this using the information you have
provided, we will aim to contact you to obtain further details.
CAN YOU MAKE A CHEQUE PAYABLE TO A FAMILY MEMBER OR FRIEND?
No, as you are the named account holder and to protect your payment from
fraud, we will need to make your cheque payable to you.
CAN YOU SEND THE PAYMENT TO MY BANK ACCOUNT?
We are sorry, but we are unable to arrange a bank transfer. Your refund
will need to be issued by cheque.
I AM STRUGGLING WITH SOME OF THE LANGUAGE IN THE LETTER - CAN YOU HELP?
For further clarity, we have added some additional explanations below for
you, if you need any further help, please contact us using the details at
the bottom of this FAQ.
HOW IS MY REFUND CALCULATED?
Your refund is made up of interest and/or late payment fees that were
charged in relation to the mistake that we made.
Where a refund of interest is due, we might need to also add any associated
Compound Interest'.
Where a refund of any late payment fees is due, we have also added any
interest charged on those fees.
WHAT IS COMPOUND INTEREST?
Compound Interest is a phrase that is used regularly by banks, especially
with regards to savings and debts. It means interest charged on top of
interest.
Your usual monthly interest charges when shopping with us are calculated
using your agreed interest rate as part of the compound interest
calculation.
In the case of this refund, we have made sure to fairly recalculate your
compound interest within the affected period and factored this into the
amount of your refund where it was necessary.
NOTIONAL CREDIT POSITION
As part of the calculations for your refund, we made sure to identify if
your account balance would have been in credit (Notional Credit Position),
had this mistake not happened.
If your balance would have been in credit, we have made sure to add further
compensatory interest onto the refund amount to compensate you for any lost
interest.
COMPENSATORY INTEREST
Compensatory Interest is the standard rate of interest that can be applied
by businesses in the UK in relation to money being owed. This interest is
applied at an annual rate of 8%.
Where any refunds of historic interest and fees would mean your balance
would have been in credit at the time we applied the charges, we have also
added compensatory interest on that credit balance (this is an additional
8% interest).
We are obliged to deduct 20% tax from any compensatory interest applied. If
you pay tax at a different rate to the basic rate or if you are a non-UK
taxpayer and wish to request a refund from HMRC, please contact us and we
will provide you with the exact deducted value.
Please note, the tax deduction is not 20% of your total refund value,
compensatory interest will only make up part of your full refund value.
I AM NOT HAPPY ABOUT THIS; HOW CAN I MAKE A COMPLAINT?
We are sorry you're not happy about this. You can find help on how to
record a complaint on this article- How do I make a complaint?
THIS LETTER CAME TO MY ADDRESS, BUT THE PERSON IT'S ADDRESSED TO DOESN'T
LIVE HERE.
Sorry about this, our records may need updating. Please return the envelope
marked not at this address, ensuring the envelope is re-sealed.
Alternatively, please get in touch using the contact details at the bottom
of this FAQ and we will update our records and do what we can to get this
notification to the right customer.
HOW CAN I CONTACT YOU?
You can contact us in any of the following ways. A member of our team will
be happy to help you.
Call us: 0800 175 9611. Opening times are Monday to Friday 9am to 5pm.
Email us: fsremediationteam@studio.co.uk
Write to us: Frasers Group Financial Services Limited, Petre Rd,
Clayton-le-Moors, Accrington BB5 5JY
Did you find it helpful? Yes No
Send feedback
Thanks for the feedback. We will improve this article.
I received a letter with this reference: UTA_GEN - FAQs
What happened, why have I/the account holder been offered/received a
refund?
I received a letter/email asking me to confirm my details before you will
send my cheque to me why?
How can I send the proof you have asked for?
Why have I been contacted regarding someone who has passed away?
I received a letter/email asking me to confirm I am the personal
representative before you will send my cheque to me why?
What will happen if my details have changed? Can you still process my
refund cheque?
Can you make my cheque payable to a family member or friend?
Can you send the payment to my bank account?
I am struggling with some of the language in the letter - can you help?
How is my refund calculated?
What is Compound Interest?
Notional Credit Position
Compensatory Interest
I am not happy about this; how can I make a complaint?
This letter came to my address, but the person it's addressed to doesn't
live here.
Why haven't I received my cheque yet?
My cheque has expired/I have lost my Cheque.
You mentioned you will be amending my credit file; how long will this take?
You mentioned that my credit account will be closed, can I open a new one?
You have said you are closing my account. What happens with the balance on
my account?
How can I contact you?
FREQUENTLY ASKED QUESTIONS, WITH ANSWERS
WHAT HAPPENED, WHY HAVE I/THE ACCOUNT HOLDER BEEN OFFERED/RECEIVED A
REFUND?
We are committed to ensuring that our conduct is fair and appropriate.
Therefore, if a mistake is identified, we will look to put it right and
ensure that it doesn't happen again.
Following a review of an account you hold/previously held, we have
identified that we made a mistake.
Your letter/email explains the reason why we are issuing a refund, however,
if you would like more information, please get in touch using the contact
details at the bottom of this FAQ article.
I RECEIVED A LETTER/EMAIL ASKING ME TO CONFIRM MY DETAILS BEFORE YOU WILL
SEND MY CHEQUE TO ME WHY?
We need to make sure we have the most up-to-date information for you so
that we can make sure your refund cheque is correctly addressed to you.
This avoids unnecessary delays in getting your refund cheque out to you if
any of your information has changed
HOW CAN I SEND THE PROOF YOU HAVE ASKED FOR?
You can send copies of your documents via email or post. If you need
further help with getting your documents to us, please get in touch using
the contact details at the bottom of this FAQ article.
WHY HAVE I BEEN CONTACTED REGARDING SOMEONE WHO HAS PASSED AWAY?
Whilst the account holder has passed away, a refund is still owed.
Therefore, we have contacted you to identify the personal representative of
the late account holder in order to issue a refund.
If you are not the personal representative, but you do know who they are,
please could you direct the letter to them.
I RECEIVED A LETTER/EMAIL ASKING ME TO CONFIRM I AM THE PERSONAL
REPRESENTATIVE BEFORE YOU WILL SEND MY CHEQUE TO ME WHY?
We need to make sure we are sending out a cheque to the correct individual
which would be the personal representative of the late account holder.
We can confirm this through the personal indemnity form supplied and a copy
of the death certificate. You can send this to us via email or by post. Our
contact details are at the bottom of this article.
WHAT WILL HAPPEN IF MY DETAILS HAVE CHANGED? CAN YOU STILL PROCESS MY
REFUND CHEQUE?
Yes. Once you contact us with your updated details, we will attempt to
verify them. If we are unable to do this using the information you have
provided, we will aim to contact you to obtain further details within the
following 14 days.
CAN YOU MAKE MY CHEQUE PAYABLE TO A FAMILY MEMBER OR FRIEND?
No, as you are the named account holder and to protect your payment from
fraud, we will need to make your cheque payable to you.
CAN YOU SEND THE PAYMENT TO MY BANK ACCOUNT?
We are sorry, but we are unable to arrange a bank transfer. Your refund
will need to be issued by cheque.
I AM STRUGGLING WITH SOME OF THE LANGUAGE IN THE LETTER - CAN YOU HELP?
For further clarity, we have added some additional explanations below for
you, if you need any further help, please contact us using the details at
the bottom of this FAQ.
HOW IS MY REFUND CALCULATED?
Your refund is made up of interest and/or late payment fees that were
charged in relation to the mistake that we made.
Where a refund of interest is due, we have also added any associated
Compound Interest.
Where a refund of any late payment fees is due, we have also added any
interest charged on those fees.
WHAT IS COMPOUND INTEREST?
Compound Interest is a phrase that is used regularly by banks, especially
with regards to savings and debts. It means interest charged on top of
interest.
Your usual monthly interest charges when shopping with Studio are
calculated using your agreed interest rate as part of the compound interest
calculation.
In the case of this refund, we have made sure to fairly recalculate your
compound interest within the affected period and factored this into the
amount of your refund where it was necessary.
NOTIONAL CREDIT POSITION
As part of the calculations for your refund, we made sure to identify if
your account balance would have been in credit (Notional Credit Position),
had this mistake not happened.
If your balance would have been in credit, we have made sure to add further
compensatory interest onto the refund amount to compensate you for any lost
interest.
COMPENSATORY INTEREST
Compensatory Interest is the standard rate of interest that can be applied
by businesses in the UK in relation to money being owed. This interest is
applied at an annual rate of 8%.
Where any refunds of historic interest and fees would mean your balance
would have been in credit at the time we applied the charges, we have also
added compensatory interest on that credit balance (this is an additional
8% interest).
We are obliged to deduct 20% tax from any compensatory interest applied. If
you pay tax at a different rate to the basic rate or if you are a non-UK
taxpayer and wish to request a refund from HMRC, please contact us and we
will provide you with the exact deducted value.
Please note, the tax deduction is not 20% of your total refund value,
compensatory interest will only make up part of your full refund value.
I AM NOT HAPPY ABOUT THIS; HOW CAN I MAKE A COMPLAINT?
We are sorry you're not happy about this. You can find help on how to
record a complaint on this article- How do I make a complaint?
THIS LETTER CAME TO MY ADDRESS, BUT THE PERSON IT'S ADDRESSED TO DOESN'T
LIVE HERE.
Sorry about this, our records may need updating. Please return the envelope
marked not at this address, ensuring the envelope is still sealed.
Alternatively, please get in touch using the contact details at the bottom
of this FAQ and we will update our records and do what we can to get this
notification to the right customer.
WHY HAVEN'T I RECEIVED MY CHEQUE YET?
Once you have confirmed your details, we will aim to issue your cheque
within 30 days.
If your cheque hasn't arrived within 30 days of receiving your
letter/email, please get in touch use the contact us section at the bottom
of the FAQs.
MY CHEQUE HAS EXPIRED/I HAVE LOST MY CHEQUE.
All cheques will expire within 6-months from the date of issue. If you have
misplaced your cheque or find it has expired, please get in touch using the
contact details at the bottom of this FAQ.
YOU MENTIONED YOU WILL BE AMENDING MY CREDIT FILE; HOW LONG WILL THIS TAKE?
Any amendments to your credit file can take up to 30 days.
YOU MENTIONED THAT MY CREDIT ACCOUNT WILL BE CLOSED, CAN I OPEN A NEW ONE?
You are welcome to apply for a new credit account at any time. Standard
T&CS will apply.
YOU HAVE SAID YOU ARE CLOSING MY ACCOUNT. WHAT HAPPENS WITH THE BALANCE ON
MY ACCOUNT?
We wont close the account until your balance is paid off. You will need to
continue to pay your contractual payments as usual.
HOW CAN I CONTACT YOU?
You can contact us in any of the following ways. A member of our team will
be happy to help you.
Call us: 0800 917 0011. Opening times are Monday to Friday 9am to 5pm.
Email us: fsremediationteam@studio.co.uk
Write to us: Frasers Group Financial Services Limited, Petre Rd,
Clayton-le-Moors, Accrington BB5 5JY
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* Regulated Complaints
Regulated Complaints
Regulated Complaints
COMPLAINTS INFORMATION
Firm name: Studio Retail Limited
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st May 2022 31st October 2022
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection0.16 complaints per 1000
policies in place151520%67%87%General Admin./Customer ServiceCredit
relatedN/A1,7535,945N/AN/A13%N/A
ARCHIVE DATA
Financial Services Information - 1st November 2021 - 30th April 2022
Financial Services Information - 1st April 2021 - 30th September 2021
Financial Services Information - 1st October 2020 - 31st March 2021
Financial Services Information - 1st April 2020 - 30th September 2020
Financial Services Information - 1st October 2019 - 31st March 2020
Financial Services Information - 1st April 2019 - 30th September 2019
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Financial Services Information - 1st November 2021 - 30th April 2022
FIRM NAME: STUDIO RETAIL LIMITED
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st November 2021 30th April 2022
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection0.28 complaints per 1000
policies in place252811%68%68%General Admin./Customer ServiceCredit
relatedN/A17,39315,658N/AN/A83%N/A
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Financial Services Information - 1st April 2021 - 30th September 2021
FIRM NAME: STUDIO RETAIL LIMITED
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st April 2021 30th September 2021
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection0.26 complaints per 1000
policies in place224112%29%80%General Admin./Customer ServiceCredit
relatedN/A13,02013,312N/AN/A76%N/A
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Financial Services Information - 1st October 2020 - 31st March 2021
FIRM NAME: STUDIO RETAIL LIMITED
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st October 2020 31st March 2021
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection0.08 complaints per 1000
policies in place62,0180%0.05%97.6%General Admin./Customer ServiceCredit
relatedN/A13,10812,435N/AN/A74%N/A
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Financial Services Information - 1st April 2020 - 30th September 2020
FIRM NAME: STUDIO RETAIL LIMITED
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st April 2020 31st September 2020
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection0.87 complaints per 1000
policies in place61466.5%6.5%15%General Admin./Customer ServiceCredit
relatedN/A9,5478,127N/AN/A67%N/A
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Financial Services Information - 1st October 2019 - 31st March 2020
FIRM NAME: STUDIO RETAIL LIMITED
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st October 2019 31st March 2020
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection32.27 complaints per 1000
policies in place4,10011,8401%5.8%59.4%General Admin./Customer
ServiceCredit relatedN/A8,60611,092N/AN/A58.2%N/A
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Financial Services Information - 1st April 2019 - 30th September 2019
FIRM NAME: STUDIO RETAIL LIMITED
Group: (if applicable): N/A
Other firms included in this report (if any): None
Period covered in this report: 1st April 2019 30th September 2019
Brands/trading names covered: Studio & Ace
Number of complaints opened by volume of businessProduct / service
groupingProvision (at reporting period end date)Number of complaints
openedNumber of complaints closedPercentage closed within 3 daysPercentage
closed after 3 days but within 8 weeksPercentage upheldMain cause of
complaints openedInsurance and pure protection84.29 complaints per 1000
policies in place9,9475,0131.7%30.9%68.3%General Admin./Customer
ServiceCredit relatedN/A10,0978,830N/AN/A63.3%N/A
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* My Account
* Getting Started
Getting Started
How can I access my account online?
If you already have an account number with us, but have never used our
website before you'll need to register to create an online profile.
To register your existing account, you will need to have the following
information with you: -
* Your account number (usually found on your paperwork)
* Surname
* Postcode
* Date of Birth
* Email address
The information provided must match the details held on your account.
You can register your account now if you have the information to hand.
If you have already registered, and are struggling to login please see -
I'm having trouble signing into my account online
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How can I see my orders?
You can view your order history, along with the contents of each order,
when you login to the site.
After logging in, simply go to My Account and your order history will be
available in the orders section.
The order detail available to you may differ, based on how recently you
placed the order:
* If you've only just ordered over the last couple of days - your order
may be listed in the 'incomplete orders' menu. This is because it has
not yet been confirmed and added to your account, so we cannot provide
detail around how many parcels to expect at this stage.
* For all other orders you should be able to browse your full order
history, and where available you will be able to check each parcel and
also track most of your parcels when they are on their way.
If you are not registered yet, why not register your account now. If you
register your account online using a valid email address, we will also send
you emails updating you on the progress of your order(s).
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App FAQ's (Studio)
Why should I use the Studio app?
Do I need a Studio account to use the app?
What should I do if I'm experiencing technical issues when using the app?
Can I use the app on my tablet?
I'm trying to use the app, but it keeps signing me out
I'm having trouble logging into the app
Is the app secure?
Questions and Answers
Why should I use the Studio app?
We've designed our app to offer the same Studio shopping experience, but
BETTER. You can easily browse, shop and purchase our extensive range of
products, as well as accessing and managing your account using your mobile
phone. We'll also send you notifications to keep you up to date on all of
our offers and promotions, so you never miss out.
As long as you have security enabled on your phone, you'll only need to
sign in to the app once and you'll stay signed in, so you can just tap and
shop straight away with no fuss! All your account information is updated in
real-time, so everything should be up to date. However, if you keep the app
open for quite a while, make sure you refresh occasionally to make sure
information stays current.
We know it isn't great selecting an item to then see that it's out of
stock, so we make sure out of stock items aren't presented to you when
using the app. Most of our products are available through the app, apart
from warranties for electrical items (which are coming soon!).
Do I need a Studio account to use the app?
Nope, anyone can download the app and browse our products; however, you'll
need to sign up to place an order.
* If you're new to Studio - don't worry, you can set up a new account when
placing your first order in the app!
* If you've already got an online account with Studio - you can login on
the app with your usual details.
* However, if you've got an account with Studio, but don't yet have an
online account - you'll need to head to studio.co.uk first to register
for an online account (on the login page you'll just need to follow the
'Register your account' instructions). Once you have some login details,
you can then start using the app.
What should I do if I'm experiencing technical issues using the app?
Our app is supported on the following platforms:
* iOS 11 onwards (iPhone)
* Android 9.0 (Pie) & 8.0 (Oreo)
If you're having trouble using the app, please check that you're using the
most up-to-date version of the app.
If you find that you're still experiencing technical difficulties, we'd
recommend you try deleting the app and reinstalling it. This tends to
resolve most customer issues.
If the problem persists, please get in touch with our Customers Services
team. We'd need to know more about what device you're using, and what
errors you're seeing so we can flag the issue with our support teams. You
may be asked to provide any screenshots, to help our team identify the
issue faster.
Can I use the app on my tablet?
To get the best experience the app is best used on Android and Apple
smartphones.
If you'd prefer to use a tablet device for shopping and managing your
Studio account - we'd recommend you log on to studio.co.uk for the best
tablet experience.
I'm trying to use the app, but it keeps signing me out
In order to stay signed in, you'll need to register the app with your
phone, either via your passcode or with your fingerprint or face ID. Once
you've done this, you'll be able to use this to sign in quickly and easily.
It will also stop signing your out and closing down the app.
I'm having trouble logging into the app
From the login page select the Forgotten Password option, then follow the
steps to reset your password.
If you've tried this and it doesn't seem to have solved the issue, please
check the following help article - I'm having trouble signing into my
account online
Is the app secure?
Don't worry, the app is super safe. Information is encrypted (made
anonymous) in each transaction, and no personal information is stored on
your mobile phone. As you'll probably know, you can store your login
details for any apps installed on your device - if you choose to do this,
anyone with access to your device can log in to your account.
Even though we all love being online, security can be scary - so here's a
quick rundown on how we keep you safe on our app:
If you have a passcode lock on your phone (for example, a password,
pattern, fingerprint or face recognition) you'll remain logged in on the
app unless you choose to log out making it a much more simple process when
accessing your account as you won't need to log in each time.
However, if you don't have a passcode lock or biometric security enabled on
your phone, you'll need to log in to the app every time you use it, and any
saved data (like your wish list) will be erased when you leave the app.
This is to protect your security and prevent anyone else accessing your
account.
Basically, we want you to know you're secure with Studio!
If you do suspect someone else might have accessed your Studio Pay credit
account and placed an order, or changed your personal details, please get
in touch with the financial services team for help. You can find their
contact details in the 'Financial Services' area of this help centre.
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* Technical
Technical
I'm having trouble signing into my account online
You'll need to sign in to your account if you want to place an order, or if
you want to check your account and previous order details. If you're trying
to sign in, but are being told your details are incorrect, please check the
following advice-
Are you currently registered on the website?
* If you've shopped with us before, but have never registered your account
online, you won't yet have a log in. You need to head to the register
your account page to register for an online password.
* If you've registered online before, but have had your online account
locked as a result of entering the wrong password information, you'll
need to head to the register your account page to set up an online
password. To safeguard your account, your old sign on will no longer
work.
Are you struggling on the login page?
You'll need your email address, password and postcode to login and the
details that you enter will need to fully match our records to get you
logged in.
* Please make sure you're using the same email address that you used to
log in last time. If you're unsure, this will normally be the same email
address where we send updates regarding your orders and account.
* Your password will need to be the same password that you used to login
last time. If you use different devices and browsers to access the site,
please keep in mind that some of them now offer to save your password
for you. If your saved password isn't working, it's probably an old
password that has since been changed.
* Your post code needs to match your account details and will also be
where we usually send your paperwork. If you've changed address since
you last logged in, we may still have your old post code on our records.
Try to avoid adding any extra spaces when providing your post code.
* Please try not to make multiple login attempts. If you do, there's a
chance your login will be removed and you'd need to register online
again. If you're unsure about your details we'd recommend you head
straight to the 'forgotten your password' page to reset your login. You
can see some further guidance on resetting your password below.
Are you struggling on the 'forgot your password' page?
To successfully reset your account, we'll need you to let us know your
email address, surname, date of birth and post code. All of these details
must match our records to successfully reset your login.
* Please make sure you're using the same email address that you used to
log in last time. If you're unsure, this will normally be the same email
address where we send updates regarding your orders and account.
* Your surname needs to match your account details, this will be the same
as what is usually on your paperwork. If you've changed your surname,
please consider if you've let us know about the change of details. We
may still have your previous surname on our records.
* Your date of birth needs to match your account details. We'd recommend
you take care when selecting the date, month and year and double-check
the information before moving on.
* Your post code needs to match your account details and will also be
where we usually send your paperwork. If you've changed address since
you last logged in, we may still have your old post code on our records.
Try to avoid adding any extra spaces when providing your post code.
* Once your password is reset successfully, you'll be sent an email which
includes a link to create a new password. This link will only work for a
few minutes, so please activate it as soon as you can.
If you've checked the above and are still struggling, please get in touch
with our Customer Services team and we'll get this sorted for you.
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I'm trying to register but it says my details don't match
It looks like some of your details may be inaccurate.
If you're trying to register your account online, we'd recommend you check
the following-
* You only need to register for an online account if you're not already
registered. If you're unsure we'd suggest you use the 'forgotten
password' options before trying to register.
* To register your existing account so that it works online you'll be
asked to provide some personal details and your 8-digit account number.
You can find your account number on any of your paperwork, including
statements and parcel content notes.
* When trying to register, please take extra care to check the accuracy of
the details you've entered. If you mistype details such as your name, or
date of birth then we'll not be able to register your account.
If you've tried all of the above and you're still needing some help, please
get in touch with our Customer Services team.
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How do I change my details?
Once you login to your account online, you'll be able to change some of
your details online including-
* Login (email address)
* Password
* Phone number
* Billing address
* Delivery addresses
To make any changes, please login and head to the Change my Personal
Details page to get started.
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Help with a verification code message
To keep things safe on our website and app, we'll sometimes send you an
Email or a Text message asking you to enter a unique code before giving you
access to your account online.
If you've received one of these messages and are concerned someone is
trying to access your account please contact your account provider-
* Studio Pay credit account - You can get in touch using their secure
online contact form or by calling 0371 376 5680
* Studio (you pay in full during checkout) - You can get in touch by
selecting 'Contact Us' in this help centre and choosing Technical / I'm
experiencing issues using the website. The available contact details are
below the article.
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How can I change my marketing preferences?
You can see and manage most of your marketing preferences when you login.
Just head to the Change my Personal Details area, and you'll be able to see
your current preferences and make changes to them online.
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I want to close my pay now account?
Having a pay now account is free and enables you to shop easily without
having to enter your details each time. It also gives you an easy overview
of your order history.
If you'd prefer to keep your account, but would like to stop receiving
promotional messages you could change your preferences. If you'd like to do
this, please check here - How can I change my marketing preferences?
If you want to deactivate your account, please contact us confirming your
details and we'll help you further.
Important note - If you have a Studio Pay credit account, you will need to
contact the Studio Pay team so they can help you further. For further
information, including the Studio Pay team's contact details please see -
I want to close my Studio Pay credit account
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Tips for staying safe online
We all love online shopping, but how much do we know about staying secure
online? Living in a world where we can access everything at our fingertips
is amazing, but sometimes it's easy to overlook the risks. Hacks, scams and
cyber-crime are a real threat in this modern age, but with a few small
changes it's easy to reduce the risks.
Below, we've come up with some simple tips to help get you started, so we
can go back to focusing on the fun of SHOPPING!
Tips for staying safe online:
* Use long, strong passwords on all your online accounts* (there's a
little more information below)
* Never use the same password across your different online accounts
* Always keep your devices and apps up-to date; including Studio WOW!
* Take care when clicking links in emails and texts if in doubt, always
visit the site directly using the URL or via a search engine
* Consider checking services such as Have I Been Pwned to see if any of
your online accounts have previously been compromised (and take action
if they have)
* If you think you've been victim of an online scam, report it to Action
Fraud and inform your bank, especially if any payment card or account
details are involved
* Always check the address bar when making a purchase or payment make sure
the padlock symbol is showing to indicate an encrypted (safe) connection
* Enable two-factor authentication on any of your accounts that support it
- especially your email address!
Need some help creating a secure password? Here are some helpful tips!
* NEVER use "password" as a password, including any variations like
"P@55w0rd"
* Don't use personal information such as pet's names, family names, maiden
names, etc. as a password this information could be stolen elsewhere or
discoverable on social media
* Use the Three Random Words guidance to create a strong password
* Consider using a password manager product to keep track of your
information for different accounts and services
Want a little more information on security for you and your family?
Check out what the NCSC has to say! (They are the government's authority on
Cyber Security, so they know their stuff).
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How do you keep the app experience safe? (Studio)
Even though we all love being online, security can be scary - so here's a
quick rundown on how we keep you safe on our app.
If you have a lock on your phone (for example, a password, pattern, finger
print or face recognition) you'll remain logged in on the app unless you
choose to log out, because only you have access to your phone.
However, if you don't have a lock on your phone, we'll ensure things are a
little more secure so no one has access to your account but YOU. To keep
things safe, you'll need to log in to the app every time you use it and any
saved data (like your wish list) will be erased when you leave the app.
Basically, we want you to know you're secure with Studio!
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* Personalisation
* Personalisation
Personalisation
Personalisation
Looking to make your gift personal? Here's a few Terms & Conditions you
need to know first!
Basically
* We won't refund personalised products unless damaged or faulty*
* Standard delivery for personalised products takes 5-10 days
* We will not print anything offensive, whether that's an image, photo or
text
* You must own copyright on images that you send for personalisation
Here's a little more information
*As personalised products are tailored specifically for you, we cannot
issue a refund or cancel your item once the order has been processed,
unless the product has developed a fault within a reasonable time since
delivery or has been delivered damaged.
When placing your order, always double check the spelling and accuracy of
any personalised products on screen, as you will not be entitled to a
refund if the product contains a misspelling that you are responsible for.
If your order contains content (whether that be text or imagery) which is:
threatening, defamatory, obscene, indecent, seditious, offensive,
pornographic, abusive, liable to incite racial hatred, discriminatory,
menacing, scandalous, inflammatory, blasphemous, contains profanity, in
breach of confidence or in breach of privacy; we have the right to not
produce or despatch your product, and to charge an administration fee of
£10.00 if the images or text you have requested are in breach of these
conditions.
Images of products shown may not be exact, quality of results may vary. An
example of this is the type of personalisation -where product photography
could show embroidery, but the item received could be personalised using
iron on printing.
Photo Personalisation
We will endeavour to check the quality of digital images sent to us before
goods are produced. However, we will not be liable for poor reproduction
quality resulting from poor quality digital images. We cannot improve the
quality of the images you send in.
Personalisation is performed in-house and by trusted third party suppliers
based in the UK. A list is available upon request.
You must only send us digital images which you own or have express
permission to use. We will not be held responsible for any copyright
infringement by the customer (you).
You retain all intellectual property rights and copyright for any digital
images you send to us.
Once the image and/ or text has been used for the purpose of personalising
your goods, the image/ text will be deleted. Neither us nor our trusted
third party store a copy.
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My item has the wrong personalisation
We're sorry to hear there is a problem with your item.
In most cases, we will personalise the product to the specification you
asked for when you placed the order. For orders placed online, we also send
an order receipt email, which confirms the items ordered, alongside which
personalisation details you provided. We would recommend you check this
first during cases where the personalisation is not accurate on your
product.
Due to the nature of personalisation, it is possible that mistakes could be
made on rare occasions during the production process. If this is what has
happened with your order, please contact our Customer Services team within
30 days of the parcel being delivered. We would also recommend you send a
photo of the mistake to help us better understand the problem.
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* Site Policies
* T's & C's
T's & C's
Deliveries
Got a question about deliveries? We're here to help! Take a look at our
handy Terms & Conditions for loads of information on delivery costs,
exceptions and more...
Basically...
* Standard UK Delivery costs £4.99 and takes 3-7 days
* Certain postcodes including NI & Highlands cost £5.99 per order for
Standard Delivery
* The Isle of Man, Scilly and The Channel Islands costs £7.50 per order
for Standard Delivery
* Personalised goods are delivered within 5-10 days
* Items with a Larger Items symbol have a single delivery charge of £19.99
- this charge covers all other items in your order
* Delivery of Larger Items is organised in advance
* We currently don't deliver Larger Items (and a range of other items) to
The Channel Islands
Standard Delivery
When using standard delivery (excluding personalised goods), you should
receive your goods within 3-7 days from the date you place your order.
However, if you want that personal touch, personalised goods will be with
you in 5-10 days.
Please note, some products will take longer than 7 days to be delivered -
these instances are highlighted next to the relevant goods on the catalogue
page or the product details page on the site. This is subject to stock
availability.
Your orders will be delivered to the address of the account holder
(including a safe place or a neighbour) unless an alternative delivery
address is specified. If you would like your goods to be sent to a
different address, please ensure that you complete the 'Delivery Address'
section (including full postcode) on your order form, provide the details
to the operator if ordering by telephone or amend the relevant section when
ordering online (please note this does not apply to a new customer's
initial order).
Delivery Costs
If you live in mainland UK, delivery will be charged at a fixed rate of
£4.99 per order unless specified (please see below for exceptions).
Delivery Exceptions
Northern Ireland & the following postcodes - £5.99 per order
HS1-9IV2-28, 30-32, 36, 40-56, 63KA27-28KW1-17PA20-38, 41-49, 60-78,
80ZE1-3PH17-26, 30-44
Other Areas - £7.50 per order
The Isle of Man and The Isles of Scilly and the Channel Islands.
Larger Items
Orders containing items with the Larger Item symbol will only incur a
single delivery charge of £19.99. Even if there's more than one item in
your order, you only pay one charge - no other delivery charge will be
made. For example; if your order contains two large items and three
standard items, you only pay £19.99.
Please note, we do not deliver any larger items to the Channel Islands, and
some cannot be delivered to Northern Ireland, these are indicated on the
relevant page.
Direct Dispatch
Some of our items are Direct Dispatch, which means they are sent direct
from the supplier (you will see this message at the bottom of product
pages).
If your item is Direct Dispatch, please allow 10 days for delivery (For
items such as suites and pre-orders, please refer to the Product Details
Page for more information).
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Returns
Returning an Item
Basically...
If there is something wrong with your purchase
* Let us know within 30 days if your item(s) is damaged
If you change your mind about a purchase
* You have a 30-day period to return unwanted items
* You pay the postage fee to send unwanted goods back to us
* You have 30 days after your item is delivered to return it (unless it is
faulty or damaged, please see below).
Before you return any item(s), you will need to fill out a Goods Return
Form (this can be found on the back of any Parcel Contents Note we have
sent you).
Once you've sent your item(s) off for return, it can take up to 14 days for
them to be received back and your refund credited to your account. If you
want to track this process, simply sign in to Your Account and click on
Your Credit & Returns.
Returns Address
Studio Returns Department
Henry Street
Church, Accrington
BB5 4EL
Alternatively, for larger goods (for example, home appliances or
furniture), please contact us and we will arrange collection for you. If we
accept your return, we pay for the collection.
Damaged Items
If you receive a damaged item, please inform us within 30 days of delivery
and we'll be happy to help.
All you'll need to do is return the damaged goods with a Goods Returns Form
(found on the back of any Parcel Contents Note) and make sure you keep a
receipt from your courier as proof of return.
If more than 30 days have passed since purchase or delivery, and your item
is faulty, please contact our Customer Services team.
Please bear in mind, we don't offer exchanges or refunds if your item is
faulty due to accidental damage, neglect, misuse, or normal wear and tear.
Other Returns
Jewellery
Contact our Customer Services Team to be advised on the returns procedure.
Please use the Special Delivery post service for returning jewellery goods
with a value in excess of £50, failure to do so will mean that you are
responsible for the cost of any goods lost in transit.
Furniture
Please ensure that due care and attention is taken when un-packing your
furniture purchase. Returns will only be accepted in the original packaging
within your 14-day cancellation period. We may make a deduction from any
refund for loss in value of any goods supplied if the loss is the result of
unnecessary handling by you, for example a customer returns flat pack
wardrobe, which s/he has clearly attempted to assemble by opening packs of
screws and trying to fit the parts together.
Large Domestic Appliances
Please make sure the goods are checked carefully before the delivery driver
has left your home and before they are installed and used. If, after
checking the goods, you are not completely satisfied for any reason, the
goods will be taken back by the delivery driver.
Suites
Where goods are faulty or damaged on receipt, we will arrange for the goods
to be inspected and agree a course of action with you. If the goods can be
repaired that will be done, if not a replacement, or a full refund will be
arranged.
Petrol Powered Products
Please note that petrol products should never be transported with petrol
inside. We are unable to accept a returned goods containing petrol due to
Health & Safety legislation.
This does not affect your statutory rights.
Personalised Goods
*As personalised products are tailored specifically for you, we cannot
issue a refund or cancel your item once the order has been processed,
unless the product has developed a fault within a reasonable time since
delivery or has been delivered damaged.
Your statutory rights are not affected should goods be faulty or damaged.
Other Non-Returnable Goods
You cannot return pre-recorded material, software, fragrances or
confectionery were the seal has been broken, or mobile phones that have
been activated. For reasons of health and hygiene, mattresses which have
been unwrapped, earrings for pierced ears, body bars, swimwear and
lingerie, are also excluded. Your statutory rights are not affected should
goods be faulty or damaged.
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Cancellations
Cancelling an Order
Basically...
If you need to cancel an order
* You have a 14-day cancellation period from the date your items are
delivered to cancel and send them back, without paying a fee
* Pre-delivery: We'll try to cancel the items for you - or if this is not
possible, the items would need to be returned to us once delivered.
* You pay the postage fee to deliver goods back to us
* If you have used or damaged the item, we may deduct value from your
refund
Regretting an order? Here's our current policy.
You may cancel your order for whatever reason within the 14-day
cancellation period from the date of delivery ("cancellation period"). The
cancellation period will expire 14 days after you have received all the
goods in your order. You must post the goods back to us at your expense.
Please note, you cannot cancel personalised products as they are tailored
specifically for you.
We will credit all items received from you, and if you return your full
order we will also credit the delivery cost.
We may make a deduction from the refund for loss in value of any goods
supplied if the loss is the result of unnecessary handling by you.
We will make the credit using the same means of payment as you used for the
initial transaction, unless we have expressly agreed otherwise.
We may hold reimbursement until we have received the goods back, or you
have supplied evidence of having sent the goods back, whichever is the
earliest. You are advised to keep your proof of postage (from the Post
Office) or a receipt (from the courier). Please fill in a Goods Return Form
and pop it in your parcel.
If you need help with the Goods Return Form, please check - I need help
with the Goods Return Form
Returns Address
Studio Returns Department
Henry Street
Church, Accrington
BB5 4EL
Alternatively for larger goods (for example, home appliances or furniture),
please contact us and we will arrange collection for you. If we accept your
return, we pay for the collection.
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Prices
The website should always be showing our correct current prices. However,
whilst we attempt to ensure all our online prices are shown accurately,
errors may sometimes happen. If an error is discovered after placing your
order, we will contact you as soon as possible. You will have the option of
confirming your order at the corrected price or cancelling it. If we cannot
contact you, we will cancel the order and inform you. If you cancel your
order but have already made payment(s) against your order, those payments
will be refunded in full.
VAT
In the event of a change in VAT the price you pay may increase or decrease
from the price quoted in the catalogue in line with the VAT change.
However, you will always be told of the price change before committing to
purchase provided that we are given reasonable notice of the change
ourselves. In such circumstances, quoted discounts on certain products
compared to previous prices may vary slightly as a result of the VAT
change.
Sale And Offers
For sale and special offer prices in this catalogue, the "WAS" price shown
is the highest price at which the item has been offered for sale, this
season, by us, or one of our other brands. Some items may have been offered
for sale at a price lower than the "WAS" price in the intervening period,
but unless otherwise indicated, the "NOW" price is the lowest price at
which the item has been offered by us, excluding any offer code prices. In
all cases the "WAS" price will have applied for a continuous period of 28
days or more. For more information please contact Customer Services.
Items showing this symbol have been reduced in price for a limited time
only. The price shown is valid until the date stated.
Recommended retail price (RRP)
We regularly check our prices against online retailers. We also make use of
suggested recommended retail prices from our suppliers. If our prices for
branded products are lower than those of the branded supplier on a
like-for-like basis, the RRP reflects the branded supplier's price and we
will show you the savings that you will make by purchasing through us.
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Quality
All products sold by Studio are durable and reliable. Should any product
you purchase from us prove unsatisfactory in use due to defective
workmanship, faulty material or not as we have described, you have the
right to reject the goods within 30 days of receipt. Less time for
perishable goods.
You have the right to request that faulty or goods not as we have described
are repaired or replaced even after the 30 day right to reject period has
expired. If we have tried to repair or replace the faulty or goods not as
we have described you will have the right to a reduction in the price or to
reject the goods.
Please ensure you complete a return form and obtain and keep a receipt from
the courier so we can credit your account if your parcel goes astray. If
you have already paid for the goods you are returning we will refund you,
or if you wish, replace the goods. At our discretion we may accept a return
outside of this period but reserve the right to cover the cost of
processing by levying a £4.95 charge per item.
This returns policy does not affect your statutory rights.
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Indemnity
You agree to compensate us for any loss or damage caused by you breaching
these Terms and Conditions, or of any rights of any another person or
entity.
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Cash Customer Trading Terms
In addition to the general terms and conditions set out on our website, the
following terms and conditions apply to customer who make cash purchases on
the website:
Ordering and payments
1. We'll ask for your card details when you place your order online. We
accept debit and credit cards from Visa Debit, Visa, MasterCard and
Maestro.
2. We will debit your bank or credit card account when you place your
order.
3. The goods will be despatched as per the timescales detailed on the
product page. If the anticipated date of dispatch changes well let you
know as soon as possible.
4. All orders are subject to availability and confirmation of the order
price.
5. When placing an order, you undertake that all details you provide to us
are true and accurate.
6. As part of our anti-fraud measures an electronic identity and
verification search may be undertaken.
7. Your order is accepted and a contract is formed between you and Frasers
Group Financial Services Limited, trading as Studio ("Studio", "we",
"us" or "our")when we dispatch the goods you have ordered and not
before. Until the goods are dispatched the order may not be accepted by
Studio. For personalised items, the contract is formed at the point of
order.
8. If your order is not accepted we will refund the card used to place
your order within 14 days of the order not being accepted.
Cancelling your order
9. With most orders you have the right to cancel and receive a refund at
any time before your order is dispatched or up to 14 days after it has
been delivered.
10. The right to cancel your order does not apply to goods that are
personalised or tailored for you.
11. We cannot issue a refund or cancel your order unless the product has
developed a fault within a reasonable time of the delivery or has been
delivered damaged.
12. If you cancel the order after it has been delivered you will be
responsible for the cost of return postage subject to any free return
offers that are in place at that time.
13. Information as to how to cancel your order is available on our website
or by telephoning our Customer Services Team.
Refunds
14. Well refund the card you paid with within 14 days of the cancellation
of your order (either by us or you) or when you return your items.
15. In the event that we cannot refund your card well send you a cheque.
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Law
If any provision or part-provision of these Terms and Conditions is or
becomes invalid, illegal or unenforceable, it will be deemed modified to
the minimum extent necessary to make it valid, legal and enforceable or
deemed deleted. Any modification to or deletion of a provision or
part-provision under this clause will not affect the validity and
enforceability of the rest of these Terms and Conditions.
Any matter that arises out of your use of this website (including any
contract entered between you and us) shall be governed by the laws of
England.
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* Other Policies & Services
Other Policies & Services
About Us
Studio is an established and reputable multi-channel business that has been
in operation for over 50 years. It has developed from its humble beginnings
in 1962 when it specialised in the provision of predominantly paper
products sold through a mail order catalogue.
Studio now provides an extensive product offering, and the catalogues,
leaflets and website now include a wide variety of goods including cards
and wrap, innovative gifts, gadgets, Christmas decorations, books,
jewellery, toys, confectionery, household, garden & outdoor and electrical
goods. Other areas of expertise include the provision of hundreds of
exclusive products that can be personalised at no extra charge.
Studio also offers discounted clothing and footwear including top brand
names such as adidas, Nike, K Swiss, Timberland, Skechers, Regatta,
Converse, UGG, CrossHatch, Voi, Lyle & Scott, Jack & Jones, Firetrap, Vans,
Diesel, EA7 / Emporio Armani and Puma to name but a few!
We have also developed our own fabulous range of branded clothing. You will
find these items offer fantastic value for money - high street fashion at a
fraction of the cost.
The Christmas period continues to be an important time for the business,
with a large proportion of customers' demand being seen over the second
half of the year, when the call for the substantial range of Christmas
related product is particularly high. However, the product offer has
developed significantly over recent years, and has been expanded
substantially to offer an ever-increasing range of items all year round.
Studio also offers a great range of flexible payment options which include
Buy Now, Pay Later for Personal Credit Account holders.
Our website, Studio, has seen huge growth in recent years offering over
40,000 items online, and far exceeds that seen in our paper publications.
In addition, customers can shop on any mobile device through a
fully-optimised site for mobile and tablet.
If you are not yet a Studio customer and would like to shop, please visit
our homepage.
Studio is a trading name of Studio Retail Trading Limited (Company no.
03994833), which is an introducer of credit not a lender. Studio Pay is
provided by Frasers Group Financial Services Limited (Registered Company
no. 00718151), which is authorised and regulated by the Financial Conduct
Authority (FRN 311908) for consumer credit and general insurance and a
member of the Finance and Leasing Association. Both companies are
registered in England and their registered office is: Church Bridge House,
Henry Street, Accrington BB5 4EE
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Complete Savings
What is Complete Savings?
Complete Savings is an online membership programme that offers members
access to a wealth of discounts and cashback opportunities from top name
retailers and service providers.
You may be offered the chance to join the Complete Savings programme after
you complete an online purchase at Studio.
With Complete Savings, members can earn a monthly bonus, as well as up to
10% cashback at over 1,250 online stores, and 20% off gift cards. For
people who shop online regularly, this equates to savings of hundreds of
pounds each year.
Contact details for Complete Savings:
* Visit www.completesavings.co.uk
* Call 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm
and Sat 9am-4pm.
* Email customerservice@completesavings.co.uk
Whilst Complete Savings is one of our partners, any membership you take out
with them will need to be handled with them respectively. Log into your
Complete Savings account with the email address and password used to create
your account.
What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that
company that the order is made with appears on your statement. Most
financial service providers limit the length of the company name shown on
the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or
'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of
www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or
'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings.
Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback
on purchases from over 1,250 different retailers and up to 20% discount on
high street gift cards.
How do I contact Complete Savings or get more information about my
membership?
* You can visit www.completesavings.co.uk. Here you can find more
information about your membership.
* Call Complete Savings on 0800 389 6960 (freephone from UK landlines),
open Mon-Fri 8am-8pm and Sat 9am-4pm.
* Email the Customer Service team on customerservice@completesavings.co.uk
* Chat to Cleo, their Virtual Assistant, available from the Complete
Savings homepage.
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Copyright
(i) The contents of this site are the property of Frasers Group Financial
Services Limited, trading as Studio, or its suppliers, and are protected by
UK and International copyright laws. These contents include but are not
limited to the following: web site design, graphics, text, visual clips,
audio clips, logos and button icons, including the selection and
arrangement thereof.
(ii) Portions of this website may be copied electronically or printed in
hard copy for the purpose of placing an order with studio.co.uk. Any other
use of this website, without our prior written permission is strictly
prohibited. All other uses are banned. ALL RIGHTS RESERVED.
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Disclaimers
(i) This website is provided on an "as is" basis, any warranties are
excluded to the fullest extent permitted by English law.
(ii) We make no representations or warranties of any kind, express or
implied, with respect to this website or the information, content,
materials or products contained within it, including but not limited to
warranties of merchantability and fitness for purpose.
(iii) We do not represent or warrant that the information contained within
this website is accurate, complete or current. Prices and availability of
products are subject to change without notice.
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Lost Parcel Claims
Think your parcel is lost? Here's what to do
Online tracking
If you have an online account with us and we hold your email address,
you'll get an email notifying you when your parcel is dispatched. If you
aren't yet registered online, you can do so here.
Once your parcel's on the move, you can track it via My Account. This
tracking will be updated when your parcel is delivered. Please contact us
as soon as possible if you think this tracking information is wrong.
If you can't track your parcel online, please allow 5 days from the advised
delivery date before reporting your parcel as lost, this allows our
delivery partners time to deliver your parcel.
Check your home before you contact us
To save a bit of time, make sure you've checked around your property, in
any hidden spaces your parcel could have been put and with any neighbours
it may have been left with before reporting your missing parcel.
If the courier has left a card, please take a look at their parcel tracking
as they may be due to reattempt your delivery.
When you can and can't claim
If you believe your parcel is lost, you must let us know as soon as
possible (after the 5 days from the advised delivery date, and no later
than 30 days after despatch). Sorry, but any claim made over 30 days after
the despatch date won't be accepted.
To make a claim, you must be the account holder, or someone given
permission by the account holder to speak on their behalf; you can't just
ring for anyone.
Sadly, we can't accept a claim if you've contacted the courier and
requested the parcel to be left in a safe place or at a different address.
We aim to resolve all lost parcel claims within 30 days of being notified
and will keep you informed of any progress.
We may also contact you if we need any more information to help track down
your parcel.
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What is your security policy?
Security is important to us.
Your browser will go into secure mode as soon as you click to go into the
Checkout or before you enter any personal details. You can usually identify
if you are shopping in a secure site by looking for a padlock or key icon
in your browsers address bar.
We only accept orders that are placed using Secure Socket Layer (SSL). This
technology prevents you from inadvertently revealing personal information
using an unsecure connection.
For details on how we handle your data please see our Privacy Notice.
If you have any further questions or concerns regarding security, please
contact us.
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Customer Services Opening Times
Our regular opening times are as follows:
Monday to Friday: 8am to 8pm
Saturday & Sunday: 9am to 5pm
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How can I get in touch with the Customer Services team?
We aim to make shopping with Studio quick and easy, but appreciate that
sometimes you may need a little help. Our help and contact options are
listed below:
My Account
When you're logged into your Studio account online, you'll be able to see
and track most of your orders. You'll also be able to see confirmation of
any recent item credits such as Returns. In addition to this we'll also
keep you up to date with email updates.
Help Centre Articles
There are many answers to common customer queries in this help centre. To
check the available content you can either browse the menu's or use the
search feature at the bottom of this page. Whichever works best for you!
Contact Customer Services
Alternatively, if you can't find the help you need from the options above,
you could get in touch with our Customer Services team. You'll just need to
click 'Contact Us' on the menu, and follow the steps on screen to get
started. For most queries, our available contact options are:-
* Chat - Available during our standard business hours (see: Customer
Services Opening Times)
* Email - Available 24/7, we'll reply to your message as soon as we can
during our standard business hours.
* Facebook - Available 24/7, we'll reply to your message as soon as we can
during our standard business hours.
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* Privacy & Cookies Policy
Privacy & Cookies Policy
Privacy Notice
This privacy notice was last updated May 2023
Don't worry, your data is in safe hands
Our Privacy Notice explains how we use your personal information and share
it, where necessary, to ensure that your personal data experience is as
clear and uncomplicated as possible. Ensuring that your data is safe and
secure is another key priority and you will find out more about how we do
this in this Privacy Notice.
Processing data is a serious business and we understand that, find out more
in the information below about your data protection rights and how we
collect, use, share and store your personal information. This may include
personal information we already hold about now plus further personal
information we might collect about you, either from you or from a third
party. How we use your personal information will depend on the relationship
you have with us. Please be aware that we do not knowingly sell to under
18-year old's and therefore do not process children's personal data except
for the minimal data used during personalisation of goods.
Keep in the know
Under the Data Protection Laws, we are the Data Controller of your
information. This means we are responsible for how your personal data is
collected, stored and processed.
If you have questions about how we handle your personal information, or you
feel the data we hold is incorrect, out of date or you'd like a copy of the
data we hold about you, our Data Protection Team is here to help.
To contact our Data Protection Team please email
data.protection@frasers.group
How do I complain?
We understand that sometimes we may get it wrong and would love to be able
to put it right as quickly as possible. If you do want to complain please
in the first instance, contact either:-
* Studio - If your complaint is about retail activity, such as your
orders, deliveries or returns.
* Studio Pay - If your complaint is about your credit account, payments,
charges or an extended warranty you have purchased from us.
Details on how to contact are at the bottom of this page.
If the complaint is in relation to your personal data, you have the right
to lodge a complaint with the Information Commissioner's Office. Further
information, including contact details, is available at https://ico.org.uk
For regulated complaints only (Studio Pay)-
If we cannot resolve your complaint to your satisfaction, you may be able
to ask the Financial Ombudsman Service (FOS) to consider it. As part of our
complaint handling processes, we'll make you aware of your rights of
referral to FOS and how you can do that. You can contact FOS at:
complaint.info@financialombudsman.org.uk
Information collected directly from you
When opening an account with us, we'll ask for various piece of information
from you. This includes everything from your name and address, to your date
of birth, email address and details of your account. However, there's
nothing to be alarmed about! Every piece of information we take has its
purpose and enables us to administer our contact and relationship with you.
We also may collect information when you are visiting our website using
cookies. To access our Cooking Policy please click on the following link:
Cookies, Tracking Beacons and Pixels
Information collected from third parties
We always want to ensure we are serving you the best we can if you apply
for credit, this means we need to know a little more about you. To make
sure we can identify your creditworthiness, we use Credit Reference
Agencies. We always want to ensure that we are promoting responsible
lending and preventing our customers from getting into more debt than they
can afford. The information shared may include your current and past
financial data together with income verification, credit commitments and
income and expenditure estimates.
We will also share your data with credit and fraud prevention agencies to
check accuracy and for the purpose of fraud and other illegal activity. As
part of the processing of your personal data, decisions may be made by
automated means. This means we may automatically decide that you pose a
fraud or money laundering risk. If we, or a fraud prevention agency,
determine that you pose a fraud or money laundering risk, we may refuse to
provide the services or financing you have requested, or we may stop
providing existing services to you. A record of any fraud or money
laundering risk will be retained by the fraud prevention agencies, and may
result in others refusing to provide services, financing, or employment to
you.
Also please note that your account information, both positive and negative,
will be shared and can be viewed by other organisations. Further details on
how your information will be used by us and these fraud prevention
agencies, and your data protection rights, can be found by going to
www.cifas.org.uk/fpn
Once you have a Credit Account with us, we will make periodic searches of
Credit Reference Agencies to manage your account on an ongoing basis. These
searches will not be available to other lenders for credit assessment
purposes. We will regularly carry out credit risk checks and affordability
checks with these Credit Reference Agencies. However, these ongoing checks
will not be recorded by the Credit Reference Agencies.
Information we share with third parties
We will only share your information in a lawful and controlled way.
If we provide you with a Credit Account, we will supply details of your
account to Credit Reference Agencies which includes details of how you
manage your account, if you do not pay on time, or pay less than required.
Please always be aware that this information will be recorded and may
affect your ability to obtain credit with us or elsewhere in the future.
The three main Credit Reference Agencies are Experian, TransUnion and
Equifax. To access the Credit Reference Agency Information Notices (CRAIN)
please follow the links below.
* Experian limited
* TransUnion International UK Limited
* Equifax Limited
Although we would like to do most things ourselves, we do however use a
variety of Service Partners to make certain services available to you. To
do this, we may need to share your personal information with them which is
only done when we have confirmed that they apply appropriate data
protection and security controls. Furthermore, we always have appropriate
contractual agreements with our partners to make sure that the necessary
levels of care with your personal data is maintained at all times.
From time to time we may need to share your personal information with other
third parties for a variety of reasons such as governmental bodies,
regulators, law enforcement agencies, fraud prevention agencies and courts
where we are required to do so. In any scenario, we'll satisfy ourselves
that have a lawful basis on which to share the information.
How long do we keep your personal information for?
Don't worry, we won't keep your information forever. Different types of
information can be kept for different times, and normally the longest we
keep information is 6 years. However, when we are required to satisfy a
regulatory request (e.g. Financial Conduct Authority), we may keep it for
12 years.
Know your rights
Whenever we process your personal information, we must have something
called a "legal basis" for what we do. The different legal bases we rely on
are below but for the most part we use the 'Performance of a contract'
legal basis. Where we do use 'Consent' we will make sure that the opt in
preference in clear and simple to see.
* Performance of a contract: We must process your personal information in
order to be able to provide you with one of our products or services
* Consent: You have told us you are happy for us to process your personal
information for a specific purpose. Where we rely on consent as the
legal basis on you may withdraw that consent at any time
* Legitimate interests: The processing is necessary for us to conduct our
business, but not where our interests are overridden by your interests
or rights
* Vital interests: The processing of your personal information is
necessary to protect you or someone else's life
* Legal obligation: We are required to process your personal information
by law
You have a number of rights under data protection law which, in certain
circumstances, you may be able to exercise in relation to the personal
information we process about you.
These include:
* The right to be informed
* The right of access
* The right of rectification
* The right to erasure
* The right to restrict processing
* The right to data portability
* The right to object
* Rights in relation to automated decision making and profiling
If you are seeking to exercise any of these rights, please contact Customer
Services using the details at the foot of this notice. We will always try
to make the processes as easy as possible for you so may respond on behalf
of all the Group. Please note that we may also need to verify your identity
before we can fulfil any of your rights just to be on the safe side.
Automated decisioning for credit products
When you apply for credit, we may decide whether we can lend to you
automatically comparing the information you provide to use against our
lending criteria. This criteria includes:
* Credit score
* Credit history
* Employment status
* Assessment of affordability
Your information will be compared against this and we may make a decision
automatically about whether to offer you credit and the amount.
You do have the right to ask us to look at this manually, if you would like
to discuss an application which has been completed using automated
decision-making please contact Customer Services using the details at the
foot of this notice.
We'll also analyse and combine the information collected (sometimes
automatically) to understand the way you use your account and our services
as well as what you might like and what you might do. Through our analysis
we may create a profile of you to help us predict your financial behaviour
and preferences so we can provide services to you ('profile information').
Why we may contact you
We'll communicate with you about products and services we are delivering
using any contact details you have given us for example by post, email,
text message, social media and notifications on our app or website. It's
important to use that we know what our customers think so you may also be
contacted for market research purposes.
Where you have given us consent to receive marketing we will also contact
you, if at any time you wish to remove your consent please use the contact
details below.
Finally, we send our catalogues and other paper-based information to
selected customers throughout the year. If you want to stop receiving these
(maybe to save some trees?) you can stop receiving them by contacting us on
the details below.
If you need information on how to contact Studio or Studio Pay please use
the 'Contact Us' menu on the Help & FAQ's page.
To see more details about the Group please go to Brands | Frasers Group.
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Cookies, Tracking Beacons and Pixels
What are cookies, local storage, tracking beacons and pixels?
When you visit pages on our website, your web browser will store small text
files on your computer, smart phone device, etc. known as cookies, or other
times in local storage (also known as DOM storage). These files are used to
store information about your visit to the site.
Our website also uses tracking beacons / pixels. These are very small parts
of the web page which work with cookies and local storage to share
information with our business affiliates and analytical partners.
First party cookies - created and used by our website, and some business
affiliates and analytical partners.
Third party cookies - created and used by our business affiliates and
analytical partners from within our site.
Session cookies - only last during your visit to our site. They are deleted
when your browser is closed. An example is for maintaining shopping basket
content during your visit.
Permanent cookies -stored on your device after your visit. They are deleted
when you delete cookies, or after their "expiry" date, which may vary from
a few days to months depending on the usefulness of their information. An
example is for retrieving your shopping basket from a recent site visit.
"Flash cookies" - used to store similar information, but are not affected
by the cookie settings on your web browser. We do not use Flash cookies.
Local storage -used to store similar information as cookies. Like cookies,
this may be session or 'permanent'. Similar to session cookies, session
local storage is deleted when you close your browser. 'Permanent' local
storage is deleted in various ways depending on your browser.
Why use cookies and tracking?
These help your site visit to run smoothly (e.g. remembering your shopping
basket and account sign-in status), and help us understand how the website
is performing. They also enable us and our business partners to carry out
and measure the success of marketing campaigns, and place more relevant
advertisements for our goods and services here and on other websites you
visit.
What cookies and information is used, and by whom?
Please note - neither Studio nor our third parties store any sensitive
information using cookies or local storage. Stored and tracked data is
anonymous in most cases and wherever practical. In rare cases where we do
store data identified to you, this information is minimal and
non-sensitive.
First party or third partyCookie / local storage detailsStudioServer
session; shopping basket from previous visit; referring journey source;
offer code; internal site tracking, conversion etc.; account signed-in
status; page layout preference; recently viewed products; privacy
preferences;Affiliate WindowAd tracking, allowing our affiliate partners to
measure click through to ordering, so we can pay commission fees. Full
details about AWin tracking.AirshipAnalytical data around notification
interactionBazaar VoiceAnalytical data around product reviewsBingAd
campaign trackingContentsquareAnonymised analytical data for site
performance analysisCriteoSite usage for behavioural / tailored ad campaign
tracking. May add a number of other third party tracking cookies from time
to time.EggplantAnalytical data for site performance analysis (no
cookie)Facebook'Like' and 'Share' functionality, ad campaign
tracking.GoogleAnalytical data for site usage and performance; behavioural
/ tailored ad campaign tracking;iSiteProduct video usageLivechatCustomer
Service chat functionality and usage across the sitePinterestPinterest
share functionalityQubitAnalytical data for site usage, performance and
tailored content trackingSalesforceMarketing email tracking; behavioural /
tailored ad campaign tracking; customer relationship
managementTrustpilotAnalytical data around service reviewsTwitterShare
tweetWebLoyaltyAffiliate campaign trackingYouTubeAnalytical data around
usage of product or other information videos
How do I control cookies and local storage?
All web browsers have settings to control whether or not you accept cookies
and local storage. You can manage how we use cookies when you are on our
website. If you're an existing customer, please login into your account,
select the Change Your Personal Details link from the left hand menu and
select the fair processing notice link at the bottom of the page. If you do
not have an account with us, please clear your browser cookies. On your
next visit to Studio, you will be prompted with our cookies prompt with the
option to update your privacy preferences.
For the best browsing experience on our website, we recommend you allow /
enable all cookies (first party and third party) and local storage. Please
note: if you disable first party session cookies, our site will become
unusable (no other cookies are essential to your visit). If cookie
permissions are allowed / enabled by your browser settings when using the
site, we take this as your permission to use cookies as detailed in this
policy.
For more information about cookies and how to control which cookies you
allow, visit www.allaboutcookies.org.
More information about tracking, behavioural / tailored advertising, and
your choices to opt in or out, is available on the following websites:
www.youronlinechoices.com/uk/, optout.aboutads.info and www.ghostery.com.
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Security
We realise how important it is to securely store any information that you
provide. We ensure that adequate technical and organisational measures are
in place to protect the security of your personal data.
Our website uses industry standard security software (SSL) to protect
online transactions. However, the transmission of information via the
internet can never be completely secure.
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* Contact Us
Contact us
What do you need help with? Choose option My Details Deliveries Financial
Services Orders & Product Help Returns Technical
Delivery Costs
Delivery costs are applied on a per order basis, so if you order several items
requiring multiple parcels & carriers, you'll only be charged one delivery
charge.
Your delivery charge will either be:
* £4.99* if you're ordering Small items or
* £19.99 if your order includes any Large or Premium item(s).
You'll see confirmation of your delivery charge at the end of checkout.
Which items are Small items?
Most of the items we sell are considered small - think clothing, novelty gifts,
small household items. These items are dispatched via our day-to-day delivery
partners and usually require one delivery man, and a small delivery vehicle to
get them to your front door safely. You can order as many small items as you
like on your order, and will only be charged one £4.99* delivery charge, even if
we need to send your order in multiple parcels.
Which items are Large items?
We also sell a selection of larger and bulky items - think furniture & large
appliances. These items require a specialised delivery service to get them to
your front door safely. Larger delivery vehicles may be needed, and we may even
need more than one delivery man. When ordering larger items you will be charged
one £19.99 delivery charge on your order. This means you can order as many large
items as you like, and even some small items, and only receive one delivery
charge.
Some high value items also carry a £19.99 premium delivery price.
To identify a Large or Premium item on the website, just look out for this
symbol on the item page:
( *additional charges apply for deliveries to remote parts of the UK, please see
the Deliveries T's & C's for further details ).
Still need to contact us
CONTACT SUPPORT TEAM
Where is my order?
For most orders, you can track the status of each parcel when logged into the
site.
Once you are logged in to My Account you can check the status of your order by
clicking Your Orders and then selecting which order you'd like to know more
about. You'll be able to see how many parcels to expect for each order, and also
track most of your parcels.
If you have an account with us, but don't yet have a login to the website, why
not register your account now.
With our standard delivery service, you should receive your goods within 3 to 7
days. For personalised items please allow 5 to 10 days for delivery.
Our main delivery partner, Evri, now allows you to save your delivery
preferences from within the Evri app. This includes choosing your preferred safe
place location, adding some notes and you can even provide a picture to help
point the delivery driver in the right direction. To take advantage of this
feature-
1. Download the Evri app from your preferred app store
2. Within the app press 'more', then 'my places'
3. Find your address, and follow the instructions in the app to save your
preferences
Please note that some products, such as large or heavy items, may take longer
than 7 days to be delivered, and may arrive via a specialist carrier. These
instances are highlighted next to the relevant items on the item details page
online or in the catalogue page.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
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How can I track my order?
You can track the status of your order on the site.
Once you are logged in to My Account you can check the status of your order by
clicking Your Orders and then selecting which order you'd like to know more
about. You'll be able to see how many parcels to expect for each order, and also
track most of your parcels.
If you have an account with us, but don't yet have a login to the website, why
not register your account now.
If you're unable to access your account online, please refer to the delivery
estimates provided when your order was placed. These can be found on any emails
we've sent to you about your order.
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My Evri tracking shows as we're expecting it - what does this mean?
We, or one of our suppliers, has let Evri know to expect your parcel.
Usually you would only see the 'we're expecting it' message for a short period
of time, but there may be occasions where it takes a few days before progressing
further.
If you're concerned your parcel is taking a while to progress further, we'd
recommend you check your order details first as your order may still be within
the expected delivery timescales. Your parcel may have been marked as dispatched
prematurely.
Otherwise, if your order is taking longer than you've been advised and it has
not progressed for over 5 days please get in touch with our Customer Services
team so we can help you further.
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What will happen if I am not in when the parcel is delivered?
For most deliveries the carrier will give you advanced notice by sending you
email or text messages, keeping you updated as your parcel makes it's way to
you. This also includes sending you an estimated delivery timeslot in many cases
so you can arrange for someone to be home.
When delivering any of our standard items, if you're not in the courier will
usually attempt to leave the parcel with a neighbour or in a secure location and
they'll let you know (by email, sms or leaving a card through your post box).
If there is nowhere safe to leave your parcel, they'll let you know they've
attempted delivery & will try again, usually on the next day.
If your order is for heavy or large items (think large furniture or appliances)
the courier will send you a message in advance to schedule the delivery.
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My parcel shows as delivered, but I've not received it
We're sorry to hear that you've not received your parcel. It may be that the
delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left
in a safe place. It's also worth checking the delivery information within the
tracking, as any delivery images captured by the driver may help you identify
where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have
left the parcel with them.
If you still need some help after checking the above, please contact Customer
Services and we'll be happy to help you.
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Can I cancel my item?
In most cases yes but it'll depend on the type of item you've ordered and how
far your order has progressed.
Here's how you can tell if your item can be cancelled:
* If the item is being sent directly from the supplier (Direct Despatch) and
isn't on its way yet - In these cases, you may have time to cancel it. You
can check if the item is direct from the supplier if it mentions DIRECT
DESPATCH on the product page.
* If your item has been delayed - Sometimes if we're waiting on stock for a
particular item, we'll send you an update to let you know that it might take
a little longer than expected and give you details on when we expect to have
more stock. In this case, you should have time to successfully cancel.
* If your item is a suite or white goods and isn't on its way yet - In some
cases, you may have time to cancel.
If you want to request a cancellation for an item, please get in touch with our
Customer Services team with your account and order details.
Please note, there are some occasions where we won't be able to cancel your
order for you, they are:
* If you've ordered an item that comes from our warehouse - From the moment
your order is processed, the order is fed through to our warehouse and picked
off the line as soon as possible. We don't have a facility to intercept your
order once it enters this process. You'll be able to tell if your item is
coming from our warehouse if it has our standard delivery of 3-7 days on the
product page.
* If your item is personalised - As these items are custom-made to your needs,
you wont be able to cancel.
If your item is already on the way, or you've since received it and want to know
if it can be returned, you can check here for further help: How do I return my
item?
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My item is damaged
We are sorry to hear your item is damaged.
If your item has been delivered damaged, please get in touch with our Customer
Services team within 30 days from the delivery date so we can help you.
When contacting us please try to have your order details to hand so we can help
you more easily.
When returning any items please ensure you complete & enclose a Goods Return
Form inside the parcel. This can be found on the back of any Parcel Contents
Note, or you can download and print one from here.
Alternatively, you could pop a piece of paper inside your parcel, with the
following details listed clearly:
* Your Name & Address
* You Account Number
* Parcel Contents Note Number
* Item Number(s)
* Reason for Return
Most of this information can be found online when you login to your account and
browse your orders.
For your own peace of mind, we would also encourage you to keep a receipt from
the courier as proof of your return.
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An item was missing from my parcel
We're sorry to hear an item was missing from your parcel. There could be a
couple of explanations for this.
* Not enough stock - On rare occasions, we may not be able to fulfill your
order in full. During these circumstances, your parcel contents note document
would be marked to indicate that the item is not available (line marked
through the product). We would then credit/refund the affected item - please
check if you've received an email confirming a credit or refund for the
missing item.
* Item being sent separately - On rare occasions, we may need to ship a product
in a separate package. This may be the case when the item is too big to fit
alongside the other items, or if there is an expected delay and we want to
avoid the rest of your order being delayed. During these circumstances, the
item will be highlighted on the parcel contents note and it will arrive
separately after a short delay.
If you're missing any items that are not covered by the above scenarios, please
contact Customer Services within 30 days of the parcel being received.
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You've sent me the wrong item
We're sorry to hear there's been a problem with your order.
Please contact our Customer Services team with full details of the wrong item
that you've received and we will investigate this for you.
When contacting us, please also provide an image to show our Customer Services
team the wrong item. This will help us better understand your query so we can
help you.
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TELEPHONE
Call us for assistance with any queries you may have.
Contact
My item is incomplete (missing parts)
We're sorry to hear there is a problem with your item.
Please contact our Customer Services team within 30 days of the parcel being
delivered. When contacting us, please let us know full details of which part is
missing so that we can better understand the problem and help you further.
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What is an order code/offer code?
The Offer Code lets us know which brochure you are ordering from and which
special offer you are claiming.
Offer Codes are issued in a few different ways:
* They are sent alongside paper leaflets and catalogues.
* They are sent to you by other methods, such as promotional emails.
* They are published onto our website to highlight a current offer or
promotion.
Offers Codes are limited to specific events and are not usually available to all
customers. If you'd like to receive our latest offers, we would recommend that
you opt in to marketing messages.
If you've received an Offer Code and would like to apply it to your order, you
can enter it on the Review Order page during checkout. Enter your offer code and
press the button to apply the code. You'll see confirmation of the offer code on
the page and also on the email we send confirming receipt of your order.
All offers are subject to individual Terms and Conditions that you will have
been sent, please refer to these for further information on specific offers.
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I'm having problems adding items to my basket
Sorry to hear you're having problems ordering online - here are a few tips you
can try:
* If you are struggling when trying to order a personalised item please ensure
that pop-ups are allowed on your browser, this will ensure that you are able
to access the personalisation prompt.
* If you are trying to order an item with a choice of sizes or colours, please
check that you've selected which size and/or colour you're wanting to order.
If the one you're after doesn't let you click it, or has a line through it,
that usually means we do not have stock for that option.
* If you see a message indicating that the item is no longer on sale then,
unfortunately, the item cannot be ordered.
If you are still experiencing difficulties, please contact us with full details
of the problem so that we can investigate further.
If you have other items in your basket don't worry the contents of your basket
will be saved for 30 days, the stock availability will be checked again when you
re-visit your basket.
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Size Guide
When it comes to help with sizing, there are a couple of support options
available to you.
We have Size Guide support directly on our website here. This includes
measurement information in centimetres & inches, and also further support on how
to best measure to get the right sizing.
--------------------------------------------------------------------------------
Or if you just need a quick understanding, the below information may help you:
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Manufacturers' Helplines
Need some extra information about a product? Or perhaps a spare part or
instruction manual? It may be worth contacting the manufacturer directly with
one of the customer helpline numbers below.
ManufacturerPhone NumberACER0371 760 1005AIRSPRUNG01225 779103AKAI0871 221
3623AKURA0845 293 7698APPLE0800 048 0408AQUA SPA020 7113 9073ASUS01442 265548BE
MODERN0191 430 0901BEDMASTER01924 420700BEKO0333 207 9710BELDRAY0161 934
2240BESTWAY (LAY Z SPA)0345 5760 116BLACK & DECKER01753 511234BODY
SCULPTURE01274 693888BOSCH0344 8928979BREVILLE0800 525089CELLO0333 433
0312CHARLES BENTLEY01509 232757DAEWOO03330 144 477DIGIHOME0800 3444
28EINHELL0151 6491500FLYMO0344 8444558FOREST GARDEN03333213142 /
03337777089FUJIFILM0844 553 2322GARDECO01562 824463GARMIN0808 238 0000GEORGE
FOREMAN0345 209 7461GTECH0800 484 0215HADEN01909 544 570HOOVER0344 499
5599HOTPOINT0344 822 4224HP0870 010 4320HUAWEI0800 088 6700INDESIT0344 822
4224INTEMPO0161 934 2268ITEK0871 221 3620JVC0345 310 8000KARCHER01295
234020KETER0121 5060008LENOVO020 3014 0095LG0344 847 5454LLOYTRON01942
687040MCCULLOCH0344 8444558MORPHY RICHARDS0344 871 0944MOTIVE FITNESS0800 3101
202NAVMAN/MIO0129 356 6100NESCAFE DOLCE GUSTO0800 000030NEST0300 020
0090NEXTBASE02920 866 429NINTENDO0345 60 50 247NUMATIC01460
269267PALRAM01302388700 / 01302380775PANASONIC01254 690505PHILIPS0800 331
6016PIFCO0871 221 3615RING01727 263045ROYALCRAFT0800 0146214RUSSELL HOBBS0345
658 9700SABICHI01909 544570SALTER0161 934 2268SAMSUNG0330 726 7864SHARP00 1 630
378 3377SILENTNIGHT0333 123 0892SONY020 7365 2810STORE MORE0161 4303347SWAN0333
220 6050TEFAL0345 602 1454TOM TOM020 7949 0132TOSHIBA0333 222 7444TOWER0333 220
6066TRESPASS0800 0119200VAX0330 026 8455V-FIT0800 3101 202WARMLITE0333 220
6056WEBB01793 333212WHITE KNIGHT0344 879 7422XER-FIT0800 3101 202
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How do I return my item?
We hope you are satisfied with all your purchases from us. However, if you find
an item is not quite right for you, or is no longer required, please follow
these instructions for each parcel.
You can return your items to us within 30 days from the date of delivery.
Before doing so, please check:
* Your item is eligible to be returned and within our return's time frame (see
- Returns T's & C's)
* Your item is unused, in its original packaging, and in the original condition
Please complete the Goods Return Form and pop it inside the parcel (see - I need
help with the Goods Return Form )
Check the size of your parcel, as this will help you understand your returns
options. For help measuring your parcel see - How big is my parcel?
Your return options:
For Evri services, check here for the nearest location to you, this will also
indicate if they can print the returns label for you.
How to arrange your return:
Click here to arrange your return via Evri, this service costs £2.50 to £3.49
per parcel.
Note: Please stick the returns label on the outside of your parcel. For returns
arranged via Evri, this will be the label you print in the ParcelShop, or the
one you print at home. For post office returns, it will be the label found on a
Parcel Contents Note.
For really big or heavy parcels, (think large furniture and appliances), please
contact our Customer Services team and they will be able to advise you further.
For peace of mind, we encourage you to keep your receipt as proof of your
return.
Please allow 14 days from day of collection for this to be credited back to the
original payment method.
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How big is my parcel?
Knowing how we define our parcel sizes will help you understand how the parcels
are delivered. You'll also need to know this information when arranging your own
return. Our parcel sizes are defined as follows:
Small and Light
Think clothing and small gifts. These parcels are easy to handle and aren't too
heavy, some of them are even sent in a small bag- making them a great fit for
parcel lockers when arranging a return!
To check if your parcel is small and light, you'll need to measure your parcel
to see if it matches these three requirements:
* The parcel weight is less than 15kg
* The longest side of the parcel is less than 66cm
* Measuring each side of the parcel, the sizes are less than 66cm (length)x
41cm x 38cm (sides)
--------------------------------------------------------------------------------
Standard and Light
Think clothing, gifts and maybe some small toys. These parcels are also easy to
handle, and aren't too heavy - these parcels are usually sent by your usual
day-to-day delivery drivers and fit easily in a car.
To check if your parcel is standard and light, you'll need to measure your
parcel to see if it matches these three requirements:
* The parcel weight is less than 15kg
* The longest side of the parcel is less than 120cm
* When measuring the size of the parcel, the combined length & circumference is
less than 225cm (see the below image for an example)
--------------------------------------------------------------------------------
Unusually long or unusually heavy
As a quick reference, most unusually long or unusually heavy parcels will have
L&L-PNET on the parcels address label.
Alternatively, if you need to measure your parcel, the size details for
unusually long or unusually heavy parcels are below:
* Weight is between 15Kg and 31.5Kg
* Maximum Length up to 180cm
* Maximum Girth up to 240cm or Combined length plus girth up to 420cm
--------------------------------------------------------------------------------
Really big or heavy
Anything exceeding the above. These deliveries and returns are normally handled
by a specialist 2-person delivery partner.
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Have you received my returned item?
Returns take up to 14 days from the date of return, to be received back and
processed.
You'll usually be able track the progress of your return, if you have tracking
details from the carrier.
Once we've received the item back, we'll inspect the item and all being well
we'll be able to process it for you. You'll receive confirmation of a credit or
refund by email.
After it's been processed you'll also be able to see similar confirmation online
when you log in to My Account and select Your Credits & Returns.
If you're a Studio Pay customer then the credit will also show on your next
statement. If you usually pay in full at checkout, your item(s) will be refunded
to the card you paid with.
Please note: If the items were returned more than 14 days ago and have not yet
been credited please follow the instructions below:
* collection was arranged by you, using the Evri website- contact
ReturnsSupport@evri.com to obtain tracking details of your return before
contacting us.
* collection was arranged by us- contact us with full details of your return.
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My parcel hasn't been picked up yet
For Evri returns, if you've scheduled a specific day then the driver should
attempt the collection at some point during operating hours (8am to 8pm).
They'll send you an email or SMS where possible, to let you know when they
intend to arrive with an estimated timeslot.
If you're not in when the driver arrives - Evri will try again. They will
attempt to collect 3 times, usually on different days.
If they've left a card or sent you an email advising that they have attempted
collection, please follow the instructions detailed on the notification.
If you've not had any contact from them and the collection is overdue, or you're
experiencing problems, please follow the instructions below:
* collection was arranged by us - contact our Customer Services team for help.
* collection was arranged by you, using the Evri website - contact Evri for
help: ReturnsSupport@evri.com
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I need help with the Goods Return Form
Whenever you're sending a parcel back to us, please remember to fill in the
Goods Return Form and pop it inside the parcel. We'll use the details on this
form to find your order and process your return for you.
Where can I find a Goods Return Form?
We sometimes send paperwork inside the parcel, this may include a Goods Return
Form similar to the above. If you don't have one you can either print one here,
or you can put the same details onto a piece of paper - either way, as long as
you let us know the below detail we'll be able to process your return for you:
* Your Account Number
* Your Name
* The PCN Number
* The Item Number returned (& how many)
* The Item Description
* The Reason for return
Where can I find this information?
Your Account Number - Your account number is an 8 digit number that can be found
when you login to My Account, it'll usually be at the top of the screen. You'll
also find it on any paperwork we've sent to you, such as a Parcel Contents Note
or Statement.
PCN Number - This is also known as the Parcel Contents Note number, and is 6
digits long. Every time you place an order you'll receive a PCN number once your
order is processed. Sometimes we may even split an order into multiple PCN
numbers. You can find this number when viewing your order online when you login
to My Account, you'll also be able to find it on paperwork which is included in
some parcels.
Item Number - Every item that we sell has a unique reference that may look like
this "000-000-00XX" or this "00000000XX". For clothing items, there is usually a
different item number for each size. To find out which item number you ordered,
please check your order history when you login to My Account, you'll also find
the item numbers on the emails we send to you confirming your order progress.
When completing the Goods Return Form, you can ignore the - characters, we just
need the numbers and letters e.g. "00000000XX"
Item Description - This is the item name, you'll be able to find this on your
order history when you login to My Account, you'll also find the item numbers on
the emails we send to you confirming your order progress.
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Which types of items can be returned?
As long as they are in a new condition most items can be returned, but there are
a few exceptions which we'd like you to be aware of.
Personalised items:
Some of our items can be personalised especially for you. As an example, this
may include having your child's name etched into an item.
Unless personalised items are received damaged, we're unable to accept them to
be returned as they have been made to your individual needs.
Exception items:
Some of our items have breakable seals, require activation, or have personal
hygiene considerations. This includes pre-recorded material, software and
fragrances where the seal has been broken. Mobile phones where they have been
activated. For reasons of health and hygiene, mattresses which have been
unwrapped, earrings for pierced ears, body bars, swimwear, underwear and
lingerie are also excluded.
Please note - there are additional items that are excluded, for full information
on Returns please check the Returns Ts & Cs.
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I'm thinking about arranging a return using Evri & have questions
For general questions on how the Evri parcel return service works, please visit
their online FAQs where you may be able to find the answer you
need: https://www.evri.com/return-a-parcel/how-to-return-a-parcel
If for any reason, you need to get in touch with their customer service team
please send your query, with full details to: ReturnsSupport@evri.com
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I arranged a return using the Evri website and have questions
For further assistance regarding returns arranged using the Evri website, please
contact Evri directly.
For general questions on how the Evri parcel return service works, please visit
their online FAQs where you may be able to find the answer you
need: https://www.evri.com/return-a-parcel/how-to-return-a-parcel
If for any reason, you need to get in touch with their customer service team
please send your query, with full details about your return
to: ReturnsSupport@evri.com
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What is a Parcel Contents Note?
A Parcel Contents Note is a piece of paper that you'll receive in some of our
parcels. It'll show you the item and parcel details for your order, so you know
what to expect.
Just so you know, every now and again we may need to split your order up on to
more than one Parcel Content Note this ensures we can avoid delays getting your
order to you.
If you're needing some information from the Parcel Contents Note (such as the
Parcel Contents Note / PCN Number), you'll also be able to find this information
online when you login to the My Account area of our website where you can check
out your order history and parcel details.
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What is your Returns Address?
Studio Returns Department
Henry Street
Church, Accrington
BB5 4EL
To make it a bit easier for you, we usually include a sticky returns address
label with your Parcel Contents Note, in the top left corner.
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How can I apply?
You can apply for a Studio Pay Credit Account when placing your first order - or
you can decide to pay by credit or debit card.
Simply select the products you require by adding them to your basket. When you
have finished shopping select the Go To Checkout option when viewing your
shopping basket.
You will then be able to choose to apply for the Studio Pay Credit Account.
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Your Account Explained
WHAT DO I NEED TO DO TO GET AN ACCOUNT?
Simply place your order and apply for a Studio Pay Credit Account at the
checkout. Don't worry, this will be quick and easy, you just need to enter a few
personal details and we'll do the rest. We will perform some checks and tell you
straight away if you can have your Studio Pay Credit Account.
HOW DOES IT WORK?
We will give you a credit limit subject to the checks we run. Once we have
despatched your order, we will issue a statement that will include information
about your account. Don't worry, we will keep you informed about your credit
limit, orders and payments. We will also tell you about the offers available to
you like Buy Now Pay Later and Interest Saver. Learn more about Your Credit
Options.
WHAT DO I NEED TO DO?
Once we have issued your statement, you can choose to pay the minimum amount,
the balance or any amount in between - handy for expensive purchases or when
money is tight - Representative 39.9% APR variable. If you only make the minimum
payment it will take longer and cost more to repay the balance.
WHAT ELSE DO I NEED TO KNOW?
When you apply for your Studio Pay Credit Account we will perform checks that
will be visible to other lenders on your credit file. Your credit file will also
show how you manage your account with us, for example it will show if you missed
a payment. If you choose to spread your payments, we will charge interest from
the date the goods are sent. It is important to pay on time as we will charge
£12 if a payment for at least the minimum amount does not reach your account in
time. We may also withdraw any other plans like Buy Now, Pay Later and Interest
Saver if you do not pay as agreed. Learn more about Your Studio Pay Credit
Account in our Help Section.
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Your Credit Options
THE STUDIO PAY CREDIT ACCOUNT AND 'CREDIT OPTIONS'
Thinking about spreading the cost and having more control over your finances?
Want to pay over a longer period or pay less interest? We have different credit
options which will let you do just that. We thought it would be helpful to you
if we explained how these credit options work under your Studio Pay Credit
Account. Representative 39.9% variable.
Your Studio Pay Credit Account makes it easier to shop from the comfort of your
home. We will give you a unique account number for your Studio Pay Account. As
it's a credit facility, we will give you a credit limit; this is the maximum
amount that you can place orders for. Subject to status, your Studio Pay Credit
Account will allow you to choose from different credit options that will allow
you to pay for your shopping in different ways.
WHAT 'CREDIT OPTIONS' ARE AVAILABLE?
At the moment we offer two options 'Buy Now Pay Later' (BNPL) and 'Interest
Saver'. Buy Now Pay Later allows you to order and receive your items now and not
pay for them for several months. Interest Saver allows you to spread the cost of
an order without paying any interest for a specific time.
WHAT IS A 'CREDIT PLAN'?
A plan is the combination of the amount you have to pay and the time you have
before it expires. For example a BNPL plan might be £200 over 12 months. We
might offer these plans on specific items or on the total amount of an order you
place. For example a Buy Now Pay Later plan could be offered on a washing
machine or on a selection of items that you are ordering at the same time. As
long as your orders don't take you over your credit limit you can have multiple
plans running at the same time. We have a separate section on your statement
called 'your plans' that'll keep you updated every month.
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CONTACT SUPPORT TEAM
Interest Explained
WHAT IS INTEREST?
Interest is charged when you choose to spread the cost of your shopping. You
will see the interest charge on your statement and we also show you what your
interest charge is likely to be on your next statement.
We calculate your interest each day and add it to your balance when we prepare
your monthly statement. By calculating the interest each day we make sure that
whenever your balance changes we only charge you interest on what you owe on
that day. For example when we receive a payment that reduces your balance the
amount of interest charged will also reduce from that day onwards.
HOW DOES INTEREST WORK WITH DIFFERENT PLANS?
We think it is important you understand how interest will be charged on your
Studio Pay Credit Account along with any other credit options like Buy Now Pay
Later and Interest Saver. This will make sure there are no unwanted surprises
and you know what you are opting in to.
If you have opted for a Buy Now Pay Later or Interest Saver plan and do not pay
it in full by the time it expires, we will back date the interest to when the
order was despatched, but will take into account any payments you have made to
you plan.
If you want to read about this in more detail please see Your Studio Pay Credit
Account in our Help Section.
WHAT CAN I DO TO REDUCE INTEREST?
Here are some easy ways to reduce how much interest you pay:
* Pay as much as you as you can reasonably afford each month.
* Pay your statement as quickly as you can after you receive it.
* If you have opted for a plan such as Buy Now Pay Later or Interest Saver -
keep an eye on the expiry dates because interest will be charged if the plan
expires before you have paid it off.
Alternatively, you can watch the video below:
Still need to contact us
CONTACT SUPPORT TEAM
What is the APR?
For new credit customers the APR is representative 39.9% variable.
Still need to contact us
CONTACT SUPPORT TEAM
Can my credit limit be increased/decreased?
Credit limits are reviewed each month and will automatically increase or
decrease depending on factors such as payment history, order values and order
frequency.
If you wish to place an order that exceeds your current available credit you
will need to make a payment for the difference before we can process the order.
You can also request a credit limit to be decreased using My Account or by
contacting the Financial Services team stating the amount you would like to
reduce it to. Please note that this does not guarantee the amount will always be
available to you, however we will ensure that your credit limit never goes above
this figure.
You can check the My Account section of our website to request an adjustment to
your credit limit. Alternatively you can contact our Financial Services team by
using the contact details below.
Still need to contact us
CONTACT SUPPORT TEAM
I want to close my Studio Pay credit account
We are sorry that you no longer wish to shop with us.
If there is a particular problem which you would like to discuss further, please
contact us. We'd like to help.
Alternatively, provided your account balance is clear, we will be able to close
your account for you immediately. To do so simply contact our Financial Services
using the contact details provided.
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680**
** Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371
numbers are charged at the same rate as standard landline numbers that start
with '01' or '02'. If your phone tariff offers inclusive calls to landlines,
calls to 0371 numbers will also be included in the same way.
Still need to contact us
CONTACT SUPPORT TEAM
How do I make a Financial Services complaint?
If you've not had a good experience with us, we'd like to know more. Your
feedback is important to us.
If you'd like to get in touch with us about your query, or about a complaint,
please follow the below guidance.
HAVE YOU BEEN IN TOUCH WITH OUR TEAM?
* If you're thinking about getting in touch for some information, or an
explanation, we'd recommend you check our online FAQ's first. Many customers
find the help they need without needing to get in touch.
* If you do need some help from our team or wish to raise a Complaint, please
get in touch with us - we'd love the opportunity to try to help you. You can
find our up-to-date contact details here - How can I contact you?
IF I COMPLAIN, WHAT CAN I EXPECT FROM YOU?
* For a final outcome, the timescale can vary based on the complexity of your
complaint, and how busy we are. Complaints can take up to 56 days to be
resolved during busy times.
* We will investigate all complaints received thoroughly and impartially.
* We will assess your complaint fairly, consistently and promptly taking into
account all relevant factors.
* Where we cannot resolve your complaint within three days, we'll acknowledge
receipt of your complaint promptly, providing you with the details of who is
handling your complaint, how to contact them and what will happen next.
* We will then keep you informed of the progress of the measured being taken to
resolve the complaint.
* If your complaint has not been resolved within 8 weeks, we will send you a
final response or a further progress update regarding your complaint.
I'VE ALREADY COMPLAINED AND AM UNHAPPY WITH THE RESPONSE.
If, for whatever reason, you are unhappy with how we handled your complaint
please get in touch to let us know. We'll capture your feedback and try to help
you further.
If you're a Studio Pay customer, or your complaint is regarding a regulated
financial product, you may be entitled to refer your complaint to the Financial
Ombudsman Service if:
* You're dissatisfied with how we handled your complaint or
* If we've taken longer than 8 weeks to resolve your complaint
For regulated complaints we'll provide you with details of the Financial
Ombudsman Service within our response to your complaint. Their contact details
are:
* Get in touch online: click here
* Get in touch by phone: 0800 023 4567
* Website: www.financial-ombudsman.org.uk
Still need to contact us
CONTACT SUPPORT TEAM
Your Statement Explained
Account Number
Your account number is always shown here - you'll need this if you give us a
call, write to us or want to log into your account online.
Summary
Your 'summary' provides key information about your account including your
balance, minimum payment and your payment due date.
Information Panel
We use this space to provide you with important information about your account
including any changes to your credit limit, payment plans coming to an end or
new ways to pay.
Bank Giro Credit Form
You can use this bank giro credit form when you want to pay over the counter in
a bank, building society or at a post office.
Date
This is the date of a credit, charge or in the case of an order its despatch
date and for payments it is the day we received it.
Description
This is a short summary of the type of transaction.
Credits
Credits include any items you have returned or payments we have received.
Charges
Charges include any orders placed, interest charges, account protection or any
other fees.
Estimated Interest
We are required to give you an estimate of how much interest you might be
charged on your next statement. The amount assumes you pay the minimum payment
and you don't make any other purchases.
Your Payment Plans
This section gives you a summary of the payment plans you have - including BNPL
and Interest Saver. You can see the original order value, how much you have left
to pay and the date that the plan expires. The Monthly Payment shown is included
in the Minimum payment show in Your Summary.
Still need to contact us
CONTACT SUPPORT TEAM
How To Make Payments
PAYMENT METHODS
We offer a choice of payment methods to make it easy for you to pay; simply
choose the method that suits you best from the available payment methods shown
on your statement and allow sufficient time for it to reach us. Please only use
one of the methods shown to avoid unwanted delays or payments going missing.
PAYING ON THE WEBSITE
This is the easiest way to make a payment. Just log into "My Account", select
"Make a card payment" and complete your payment details using you debit or
credit card. Remember to allow up to 48 hours for your payment to show on your
Studio account.
If you choose the Pay Now option, you can simply pay the full cost of an order
immediately by a credit or debit card.
PAYING BY PHONE
You can call us on 0371 376 5680, the secure automated payment option is
available 24/7. You'll need to confirm your card number, expiry date, card
verification number and the last 3 digits on the signature strip on the back of
your card.
Remember to allow up to 48 hours for your payment to show on your account.
If you choose the Pay Now option, you can simply pay the full cost of an order
immediately by a credit or debit card.
PAYING BY CHEQUE OR POSTAL ORDER
With every paper statement we send we'll attach a Bank Giro Slip. Complete your
Giro Slip and send it with a cheque or postal order to Studio Pay, Preston, PR0
2AL. You must write your account number and your name and address on the reverse
of all cheques/ postal orders. Please do not send cash in the post. We cannot be
held responsible for payments lost in the post. Please allow up to 7 days for
your payment to show on your account.
If you need us to send you a Bank Giro Slip, please get in touch with us using
the contact details below.
PAYING AT THE BANK
With every paper statement we send we'll attach a Bank Giro Slip. You can pay
over the counter in a bank branch using your bank giro slip ensuring your Studio
account number is quoted on the slip. The cashier will stamp both parts A and B
of the Giro. Keep part B as proof of payment. Some banks may make a charge if
you pay anywhere except a branch of your own bank or Barclays. Please allow up
to 5 days for your payment to show on your Studio account.
If you need us to send you a Bank Giro Slip, please get in touch with our
Financial Services team using the contact details below.
PAYING BY DIRECT DEBIT
A Direct Debit ensures your minimum payment is always paid on time and you are
not worried about missing payments. You can set one up by filling a form and
posting it back to us. To get started you can either-
* Print your own direct debit form, fill it in and send it to us, or
* Get in touch with our Financial Services team and we'll get a direct debit
form posted to you
To avoid delays please check that the form is completed correctly and signed
before you send it to us. Once the Direct Debit is ready to start taking
payments we'll confirm this on your monthly statement. Until you see the message
on your statement please keep your account up to date by making payments using
other methods.
Please do not set up a standing order or online transfer from your bank account
as your payments could be delayed or fail to be allocated to your account.
Alternatively, you can watch the video below:
Still need to contact us
CONTACT SUPPORT TEAM
Can I change my payment due date?
Under certain circumstances you may be able to change your payment due date,
please contact our Financial Services team to discuss -
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680 *
We will issue a statement each month showing your outstanding balance and the
minimum payment details. Many of our customers prefer to manage their account
activity online by logging in to My Account and clicking View Statements.
If you find you are unable to make your payment by the due date, please don't
hesitate to contact our Financial Services team so that we can assist you at the
earliest opportunity. If you are experiencing any financial difficulties you can
also check our Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371
numbers are charged at the same rate as standard landline numbers that start
with '01' or '02'. If your phone tariff offers inclusive calls to landlines,
calls to 0371 numbers will also be included in the same way.
Still need to contact us
CONTACT SUPPORT TEAM
Can I switch to paperless billing?
Yes, you can manage how you receive your statements by signing in to My Account,
selecting 'Go Paperless' and then choosing your preference.
If you'd prefer to stick with paper statements for now, that's fine. We just
want to give you a heads up that as part of our commitment to the environment we
aim to introduce paperless statements to all of our customers. Don't worry,
we'll let you know by email if any changes are made to how we send statements to
you. You'll also always have the option to change your preference in My Account
if needed.
Still need to contact us
CONTACT SUPPORT TEAM
Have you received my payment?
Your payment records can be seen when logging into My Account and selecting the
Account Summary option.
If your payment is not showing yet, please ensure that you have allowed
sufficient time for the payment to have been processed: -
* Card Payments- please allow 3 days.
* Cheque- please allow 14 days.
* Postal Order or Cash sent directly to us- please allow 14 days.
If you chose to pay by debit or credit card when you placed your order, a long
payment transaction reference would have been displayed or provided to you once
your payment had been taken.
If we have your email address, we will also send you an email confirming that we
have received your payment.
If, after allowing sufficient time, the payment is still not showing, please
check with your bank/card issuer to identify if the payment has been taken
before contacting us.
Internet/Telephone Banking- We are unable to process payments made by this
method and as a result it can take up to 6 weeks for the payment to be located
in our bank account and placed onto your account. If it has been more than six
weeks since you made the payment please contact us with the full details.
Still need to contact us
CONTACT SUPPORT TEAM
I haven't received a statement
You can view, save and print your current statement online by logging in to My
Account and clicking View Statements. You can also make a secure card payment
online.
We issue a statement each month detailing your outstanding balance and payment
details. If you find you are not receiving statements on a regular basis we
recommend that you check we hold the correct details for you by logging in to
your account online.
If you haven't received a statement and your payment date has passed, please
don't hesitate to contact our Financial Services team so that we can assist you
at the earliest opportunity.
* Email - You can get in touch using the secure online contact form
* Phone - You can call them on 0371 376 5680*
If you are experiencing any financial difficulties you can also check our
Financial Help page with further help & information.
* Lines are open 8am to 8pm (Mon to Fri) and 8am to 4pm (Sat). Calls to 0371
numbers are charged at the same rate as standard landline numbers that start
with '01' or '02'. If your phone tariff offers inclusive calls to landlines,
calls to 0371 numbers will also be included in the same way.
Still need to contact us
CONTACT SUPPORT TEAM
Why have I been charged interest?
We will issue a statement every month showing your outstanding balance and the
minimum payment details. You may choose to either pay the balance in full, or
pay in instalments.
Should you choose to pay in instalments, you may pay any amount higher than the
minimum payment detailed on your statement. A daily interest charge will be
calculated against your balance activity and will be shown on your next monthly
statement.
If you instead choose to pay your full balance before the required payment date,
no interest will be charged.
To reduce the value of interest applied on each statement, we would recommend
that you make the required payments towards your account at your earliest
convenience.
Still need to contact us
CONTACT SUPPORT TEAM
I need help managing my finances
If you cant make your next payment, please let us know so that we can try to
help you. if you are experiencing any financial difficulties you can also check
our Financial Help page with further help & information. Depending on the
information you give us about your circumstances, we might suggest that you
contact a third party for further assistance. We have included below some
contact details which may be helpful to you.
StepChange is a debt advice charity that help people tackle their debts by
providing practical debt solutions. They have a number of useful tools on their
website. Also, calls from a landline are free if you call their debt helpline on
0800 138 1111. Lines are open Mon-Fri 8am-8pm and Sat 8am-4pm.
Citizens advice offer advice both face to face and over the phone. As well as
debt advice they offer assistance on employment, housing, benefits, tax credits
and immigration. Just visit or call your local Citizens Advice office.
Age UK provide information and advice on anything from health to housing. They
can be contacted on 0800 169 2081 - calls are free from any UK landlines.
Samaritans is a registered charity aimed at providing emotional support to
anyone in emotional distress, struggling to cope or at risk of suicide
throughout the UK and Ireland. They can be contacted on 116 123 - calls are free
from any phone.
Still need to contact us
CONTACT SUPPORT TEAM
Why have I received a default sum?
We didn't receive the required minimum payment amount from you by the due date.
Statements are issued every month advising you of your minimum payment details
and the payment due date. Should any payment reach us after the due date, or if
you fail to meet the minimum required payment, your account will fall into
arrears and incur a default sum.
Default sums are detailed in the credit agreement which was sent to you upon
opening your account, in the Terms & Conditions shown on our website and in the
back of our catalogues.
If you wish to discuss your account with us please contact the Financial
Services team using the details in these FAQs.
Still need to contact us
CONTACT SUPPORT TEAM
How can I access my account online?
If you already have an account number with us, but have never used our website
before you'll need to register to create an online profile.
To register your existing account, you will need to have the following
information with you: -
* Your account number (usually found on your paperwork)
* Surname
* Postcode
* Date of Birth
* Email address
The information provided must match the details held on your account.
You can register your account now if you have the information to hand.
If you have already registered, and are struggling to login please see - I'm
having trouble signing into my account online
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
App FAQ's (Studio)
Why should I use the Studio app?
Do I need a Studio account to use the app?
What should I do if I'm experiencing technical issues when using the app?
Can I use the app on my tablet?
I'm trying to use the app, but it keeps signing me out
I'm having trouble logging into the app
Is the app secure?
Questions and Answers
Why should I use the Studio app?
We've designed our app to offer the same Studio shopping experience, but BETTER.
You can easily browse, shop and purchase our extensive range of products, as
well as accessing and managing your account using your mobile phone. We'll also
send you notifications to keep you up to date on all of our offers and
promotions, so you never miss out.
As long as you have security enabled on your phone, you'll only need to sign in
to the app once and you'll stay signed in, so you can just tap and shop straight
away with no fuss! All your account information is updated in real-time, so
everything should be up to date. However, if you keep the app open for quite a
while, make sure you refresh occasionally to make sure information stays
current.
We know it isn't great selecting an item to then see that it's out of stock, so
we make sure out of stock items aren't presented to you when using the app. Most
of our products are available through the app, apart from warranties for
electrical items (which are coming soon!).
Do I need a Studio account to use the app?
Nope, anyone can download the app and browse our products; however, you'll need
to sign up to place an order.
* If you're new to Studio - don't worry, you can set up a new account when
placing your first order in the app!
* If you've already got an online account with Studio - you can login on the
app with your usual details.
* However, if you've got an account with Studio, but don't yet have an online
account - you'll need to head to studio.co.uk first to register for an online
account (on the login page you'll just need to follow the 'Register your
account' instructions). Once you have some login details, you can then start
using the app.
What should I do if I'm experiencing technical issues using the app?
Our app is supported on the following platforms:
* iOS 11 onwards (iPhone)
* Android 9.0 (Pie) & 8.0 (Oreo)
If you're having trouble using the app, please check that you're using the most
up-to-date version of the app.
If you find that you're still experiencing technical difficulties, we'd
recommend you try deleting the app and reinstalling it. This tends to resolve
most customer issues.
If the problem persists, please get in touch with our Customers Services team.
We'd need to know more about what device you're using, and what errors you're
seeing so we can flag the issue with our support teams. You may be asked to
provide any screenshots, to help our team identify the issue faster.
Can I use the app on my tablet?
To get the best experience the app is best used on Android and Apple
smartphones.
If you'd prefer to use a tablet device for shopping and managing your Studio
account - we'd recommend you log on to studio.co.uk for the best tablet
experience.
I'm trying to use the app, but it keeps signing me out
In order to stay signed in, you'll need to register the app with your phone,
either via your passcode or with your fingerprint or face ID. Once you've done
this, you'll be able to use this to sign in quickly and easily. It will also
stop signing your out and closing down the app.
I'm having trouble logging into the app
From the login page select the Forgotten Password option, then follow the steps
to reset your password.
If you've tried this and it doesn't seem to have solved the issue, please check
the following help article - I'm having trouble signing into my account online
Is the app secure?
Don't worry, the app is super safe. Information is encrypted (made anonymous) in
each transaction, and no personal information is stored on your mobile phone. As
you'll probably know, you can store your login details for any apps installed on
your device - if you choose to do this, anyone with access to your device can
log in to your account.
Even though we all love being online, security can be scary - so here's a quick
rundown on how we keep you safe on our app:
If you have a passcode lock on your phone (for example, a password, pattern,
fingerprint or face recognition) you'll remain logged in on the app unless you
choose to log out making it a much more simple process when accessing your
account as you won't need to log in each time.
However, if you don't have a passcode lock or biometric security enabled on your
phone, you'll need to log in to the app every time you use it, and any saved
data (like your wish list) will be erased when you leave the app. This is to
protect your security and prevent anyone else accessing your account.
Basically, we want you to know you're secure with Studio!
If you do suspect someone else might have accessed your Studio Pay credit
account and placed an order, or changed your personal details, please get in
touch with the financial services team for help. You can find their contact
details in the 'Financial Services' area of this help centre.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
I'm having trouble signing into my account online
You'll need to sign in to your account if you want to place an order, or if you
want to check your account and previous order details. If you're trying to sign
in, but are being told your details are incorrect, please check the following
advice-
Are you currently registered on the website?
* If you've shopped with us before, but have never registered your account
online, you won't yet have a log in. You need to head to the register your
account page to register for an online password.
* If you've registered online before, but have had your online account locked
as a result of entering the wrong password information, you'll need to head
to the register your account page to set up an online password. To safeguard
your account, your old sign on will no longer work.
Are you struggling on the login page?
You'll need your email address, password and postcode to login and the details
that you enter will need to fully match our records to get you logged in.
* Please make sure you're using the same email address that you used to log in
last time. If you're unsure, this will normally be the same email address
where we send updates regarding your orders and account.
* Your password will need to be the same password that you used to login last
time. If you use different devices and browsers to access the site, please
keep in mind that some of them now offer to save your password for you. If
your saved password isn't working, it's probably an old password that has
since been changed.
* Your post code needs to match your account details and will also be where we
usually send your paperwork. If you've changed address since you last logged
in, we may still have your old post code on our records. Try to avoid adding
any extra spaces when providing your post code.
* Please try not to make multiple login attempts. If you do, there's a chance
your login will be removed and you'd need to register online again. If you're
unsure about your details we'd recommend you head straight to the 'forgotten
your password' page to reset your login. You can see some further guidance on
resetting your password below.
Are you struggling on the 'forgot your password' page?
To successfully reset your account, we'll need you to let us know your email
address, surname, date of birth and post code. All of these details must match
our records to successfully reset your login.
* Please make sure you're using the same email address that you used to log in
last time. If you're unsure, this will normally be the same email address
where we send updates regarding your orders and account.
* Your surname needs to match your account details, this will be the same as
what is usually on your paperwork. If you've changed your surname, please
consider if you've let us know about the change of details. We may still have
your previous surname on our records.
* Your date of birth needs to match your account details. We'd recommend you
take care when selecting the date, month and year and double-check the
information before moving on.
* Your post code needs to match your account details and will also be where we
usually send your paperwork. If you've changed address since you last logged
in, we may still have your old post code on our records. Try to avoid adding
any extra spaces when providing your post code.
* Once your password is reset successfully, you'll be sent an email which
includes a link to create a new password. This link will only work for a few
minutes, so please activate it as soon as you can.
If you've checked the above and are still struggling, please get in touch with
our Customer Services team and we'll get this sorted for you.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
I'm trying to register but it says my details don't match
It looks like some of your details may be inaccurate.
If you're trying to register your account online, we'd recommend you check the
following-
* You only need to register for an online account if you're not already
registered. If you're unsure we'd suggest you use the 'forgotten password'
options before trying to register.
* To register your existing account so that it works online you'll be asked to
provide some personal details and your 8-digit account number. You can find
your account number on any of your paperwork, including statements and parcel
content notes.
* When trying to register, please take extra care to check the accuracy of the
details you've entered. If you mistype details such as your name, or date of
birth then we'll not be able to register your account.
If you've tried all of the above and you're still needing some help, please get
in touch with our Customer Services team.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
How do I change my details?
Once you login to your account online, you'll be able to change some of your
details online including-
* Login (email address)
* Password
* Phone number
* Billing address
* Delivery addresses
To make any changes, please login and head to the Change my Personal Details
page to get started.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
Help with a verification code message
To keep things safe on our website and app, we'll sometimes send you an Email or
a Text message asking you to enter a unique code before giving you access to
your account online.
If you've received one of these messages and are concerned someone is trying to
access your account please contact your account provider-
* Studio Pay credit account - You can get in touch using their secure online
contact form or by calling 0371 376 5680
* Studio (you pay in full during checkout) - You can get in touch by selecting
'Contact Us' in this help centre and choosing Technical / I'm experiencing
issues using the website. The available contact details are below the
article.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
How can I change my marketing preferences?
You can see and manage most of your marketing preferences when you login.
Just head to the Change my Personal Details area, and you'll be able to see your
current preferences and make changes to them online.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
I want to close my pay now account?
Having a pay now account is free and enables you to shop easily without having
to enter your details each time. It also gives you an easy overview of your
order history.
If you'd prefer to keep your account, but would like to stop receiving
promotional messages you could change your preferences. If you'd like to do
this, please check here - How can I change my marketing preferences?
If you want to deactivate your account, please contact us confirming your
details and we'll help you further.
Important note - If you have a Studio Pay credit account, you will need to
contact the Studio Pay team so they can help you further. For further
information, including the Studio Pay team's contact details please see - I
want to close my Studio Pay credit account
Still need to contact us
WEBCHAT
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EMAIL
We might take a day or two to answer your email.
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FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
How do you keep the app experience safe? (Studio)
Even though we all love being online, security can be scary - so here's a quick
rundown on how we keep you safe on our app.
If you have a lock on your phone (for example, a password, pattern, finger print
or face recognition) you'll remain logged in on the app unless you choose to log
out, because only you have access to your phone.
However, if you don't have a lock on your phone, we'll ensure things are a
little more secure so no one has access to your account but YOU. To keep things
safe, you'll need to log in to the app every time you use it and any saved data
(like your wish list) will be erased when you leave the app.
Basically, we want you to know you're secure with Studio!
Still need to contact us
CONTACT SUPPORT TEAM
My item has the wrong personalisation
We're sorry to hear there is a problem with your item.
In most cases, we will personalise the product to the specification you asked
for when you placed the order. For orders placed online, we also send an order
receipt email, which confirms the items ordered, alongside which personalisation
details you provided. We would recommend you check this first during cases where
the personalisation is not accurate on your product.
Due to the nature of personalisation, it is possible that mistakes could be made
on rare occasions during the production process. If this is what has happened
with your order, please contact our Customer Services team within 30 days of the
parcel being delivered. We would also recommend you send a photo of the mistake
to help us better understand the problem.
Still need to 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
FACEBOOK
Message us on Facebook. We will reply as soon as possible.
Facebook
Order Number
Email Address
First line of billing address
Postcode
Did you place this order?
... Yes No No order placed
Subject
... 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.
Description
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What is the reason for your query
... Change my address Change my preferences Close my account (Pay now customer)
An item was missing from my parcel Delivery charges I've received the wrong
items My parcel shows as delivered, but I've not received it Where is my order?
Studio Pay credit account Cancel my item I'd like more information about an item
My item has the wrong personalisation My item is damaged/faulty One of the parts
was missing from my item The offer has not been applied to my order Help with an
existing return I need to return an item I need help logging in I'm experiencing
issues using the app I'm experiencing issues using the website
<div class="control-group ticket_section"> <label class=" required control-label
cf_closeaccreason_1828020-label "
for="helpdesk_ticket_cf_closeaccreason_1828020">Why would you like to close your
account?</label> <div class="controls "> <select class=" required dropdown_blank
section_field" data-placeholder="..."
name="helpdesk_ticket[custom_field][cf_closeaccreason_1828020]"
id="helpdesk_ticket_custom_field_cf_closeaccreason_1828020"><option
value="">...</option> <option data-id="80005528606" value="Product
related">Product related</option> <option data-id="80005528607" value="Service
related">Service related</option> <option data-id="80005528608" value="Financial
service related">Financial service related</option> <option
data-id="80005528609" value="Other">Other</option></select> </div> </div> <div
class="control-group ticket_section"> <label class=" required control-label
cf_itemid_1828020-label " for="helpdesk_ticket_cf_itemid_1828020">Which item(s)
are you querying?</label> <div class="controls "> <input class=" required text
section_field span12" placeholder="" type="text"
name="helpdesk_ticket[custom_field][cf_itemid_1828020]"
id="helpdesk_ticket_custom_field_cf_itemid_1828020" /> </div> </div> <div
class="control-group ticket_section"> <label class=" required control-label
cf_cancel_my_item_1828020-label "
for="helpdesk_ticket_cf_cancel_my_item_1828020">Which item(s) are you wanting to
cancel?</label> <div class="controls "> <input class=" required text
section_field span12" placeholder="" type="text"
name="helpdesk_ticket[custom_field][cf_cancel_my_item_1828020]"
id="helpdesk_ticket_custom_field_cf_cancel_my_item_1828020" /> </div> </div>
<div class="control-group ticket_section"> <label class=" required control-label
cf_why_are_you_wishing_to_cancel_this_item_1828020-label "
for="helpdesk_ticket_cf_why_are_you_wishing_to_cancel_this_item_1828020">Why are
you wishing to cancel this item?</label> <div class="controls "> <select class="
required dropdown_blank section_field" data-placeholder="..."
name="helpdesk_ticket[custom_field][cf_why_are_you_wishing_to_cancel_this_item_1828020]"
id="helpdesk_ticket_custom_field_cf_why_are_you_wishing_to_cancel_this_item_1828020"><option
value="">...</option> <option data-id="80005528597" value="Taking too long to
arrive">Taking too long to arrive</option> <option data-id="80005528598"
value="Bought something else instead">Bought something else instead</option>
<option data-id="80005528599" value="Changed my mind">Changed my mind</option>
<option data-id="80005528600" value="A different item was cancelled so I no
longer need this">A different item was cancelled so I no longer need
this</option></select> </div> </div> <div class="control-group ticket_section">
<label class=" control-label cf_offerid_1828020-label "
for="helpdesk_ticket_cf_offerid_1828020">If your query is about an offer code,
which code is it?</label> <div class="controls "> <input class=" text
section_field span12" placeholder="" type="text"
name="helpdesk_ticket[custom_field][cf_offerid_1828020]"
id="helpdesk_ticket_custom_field_cf_offerid_1828020" /> </div> </div> <div
class="control-group ticket_section"> <label class=" control-label
cf_returnsid_1828020-label " for="helpdesk_ticket_cf_returnsid_1828020">Returns
tracking ID</label> <div class="controls "> <input class=" text section_field
span12" placeholder="" type="text"
name="helpdesk_ticket[custom_field][cf_returnsid_1828020]"
id="helpdesk_ticket_custom_field_cf_returnsid_1828020" /> </div> </div> <div
class="control-group ticket_section"> <label class=" required control-label
cf_returnsmethod_1828020-label "
for="helpdesk_ticket_cf_returnsmethod_1828020">How was this parcel
returned?</label> <div class="controls "> <select class=" required
dropdown_blank section_field" data-placeholder="..."
name="helpdesk_ticket[custom_field][cf_returnsmethod_1828020]"
id="helpdesk_ticket_custom_field_cf_returnsmethod_1828020"><option
value="">...</option> <option data-id="80005528601" value="Home Collection">Home
Collection</option> <option data-id="80005528602"
value="ParcelShop">ParcelShop</option> <option data-id="80005528603" value="Post
Office">Post Office</option> <option data-id="80005528604"
value="Locker">Locker</option> <option data-id="80005528605"
value="Other">Other</option></select> </div> </div> <div class="control-group
ticket_section"> <label class=" required control-label
cf_dateofbirth_1828020-label " for="helpdesk_ticket_cf_dateofbirth_1828020">Your
DateOfBirth</label> <div class="controls support-date-field "> <input
type="text" name="helpdesk_ticket[custom_field][cf_dateofbirth_1828020]"
id="helpdesk_ticket_custom_field_cf_dateofbirth_1828020" class=" required date
section_field datepicker_popover" readonly="readonly" data-show-image="true"
data-date-format="d M, yy" placeholder="" /> </div> </div>
Cancel
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Studio is a trading name of Studio Retail Trading Limited (Company no.
03994833), which is an introducer of credit not a lender. Studio Pay is
provided by Frasers Group Financial Services Limited (Registered Company no.
00718151), which is authorised and regulated by the Financial Conduct Authority
(FRN 311908) for consumer credit and general insurance and a member of the
Finance and Leasing Association. Both companies are registered in England and
their registered office is: Church Bridge House, Henry Street, Accrington, BB5
4EE. VAT Number : 125688644
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