Free Delivery on everything

Free Returns made easy for you

Sign up to emails today and get 15% off

   

Subject

 
  • Popular Questions
  • Ordering
  • Delivery
  • Returns
  • Payments
  • Offer Codes & Discounts
  • Faulty Goods
  • Using My Account
  • Prize Draw Terms & Conditions
  • New flexi Account
  • Flexiway accounts opened before 29/02/24
  • Credit Limit
  • Buy Now Pay Later
  • Financial Difficulties
  • Persistent Debt
  • Credit Reports
  • Flex Account
  • Our Products
  • VAT Relief
  • Terms & Conditions
  • Privacy & Security
  • How to Complain
  • Product Safety & Recalls
  • Website Use
  • About Us
  • Commission

Can't find what you're looking for? Visit our Contact Us page and get in touch!

 

 

Questions will appear here once you have selected a subject area

Help and Support for Credit Account Customers
What should I do if I am struggling to afford the payments?
We welcome the government’s recent announcement of support for individuals who may face financial difficulty due to the COVID-19 crisis. If you are struggling to afford the repayments, there are a variety of ways in which we can offer you additional help, such as a reduced payment plan. We will assess the best way to support you on a case by case basis.

Please call us on 0333 200 3006 (check with your provider for details of the call costs, as networks may vary). Our opening times are 8am to 6pm Monday to Friday.

It may take longer than usual to get through during this challenging time, so please bear with us.

Payment Information for Credit Account Customers
We understand many of our credit account customers may be concerned about coronavirus (COVID-19) and the impact this could have on you and your ability to make payments. We want to reassure you we are here to help.

How can I make a payment?
If you normally make payments to your account at a local bank, post office or by cheque, we understand this may not be possible for you to do in the coming weeks. Here are the alternative options we have available:

Online:
The easiest and quickest way is to pay through 'My Account' by clicking here. It is simple to register if you haven’t already. You can also sign up to our App which will give you even more flexibility to make payments on the go via your phone or tablet.

You can make payments via internet banking to Sort Code 56-00-36 and Account Number 28917480. Please make sure you quote your credit account number as a reference so we can allocate your payment correctly.

Telephone:
We have a fully automated telephone payment service called QuickServ. You can use this to make payments quickly and easily over the phone. Simply call us FREE on 0800 056 0202 and use your Quickserv PIN number detailed on your statement to access the system, and then simply follow the instructions.

Call our customer service advisors on 0333 200 8077, we ask you only to contact us this way if you cannot pay using any of the other options detailed above. I’m sure you will appreciate we are very busy at this time this will allow us to help those who are most vulnerable or who may be struggling with their finances.

To make things easier during this time, we have extended our return period to 60 days for purchases made after 16th March. For Personal Account customers, you will see the items appear on your statement, and interest will continue to be chargeable after the 14 day approval period. Should you decide to return your goods, unused and in the original packaging, you will be able to obtain a full refund of for items purchased up to 60 days.

Please ensure you return items complete including all parts and in the original packaging where possible.

Any refunds will be credited to your account or the payment method used for the purchase within 3-5 days of receipt.

Please note, items that display our Non Returnable symbol in either our catalogue or on our website may be excluded from our Return Policy. For more information, please refer to our Non Returnable Items Policy.
Covid – 19 An update from our delivery partners
Our delivery partners are continuing to support our customers during this time and are making changes on a regular basis to help protect you, our customers as well as their own staff.
Please see below for the latest information, up to date as of 24th August.

Covid – 19 An update from our delivery partners
Our delivery partners are continuing to support our customers during this time and are making changes on a regular basis to help protect you, our customers as well as their own staff.
Please see below for the latest information, up to date as of 24th August.

Courier Deliveries via Evri
We are working closely with Evri to ensure that our customers receive their orders, whilst minimising the likelihood of physical contact. As a result, there will be some key changes to the way in which your order is delivered.

Divert your parcel to a safe place
All of our customers are advised to choose a preferred safe place for deliveries at the point of ordering your goods. If you have a tracking number for your parcel, you can go to the tracking section, choose ‘divert’ and select a safe place.

Automatic delivery to a safe place
If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, we’ll leave it there - even if there’s someone in the property. We’ll take a photo, which will be included in the delivery notification email.

Steps our couriers are taking to avoid contact
If no safe place is available or a signature is required, we’ll knock on the door and step aside making sure the parcel is delivered safely. If there is no answer, we will return the parcel to the depot and re-attempt delivery on another day.
For those parcels requiring a signature, couriers have been temporarily given approval to confirm receipt on behalf of a customer; but only when that customer has answered the door and given them permission to do so.

Our ParcelShop network
In the interests of health and safety, some ParcelShops have temporarily changed their opening times or closed as a precautionary measure. At this stage, around 2.5% have had to take the decision to close.
We will keep our ParcelShop Finder updated online with any changes as the situation develops. In addition, we are asking all customers to check before they make plans to travel and keep social distancing in mind when doing so.
Please note that this will mean that any parcels on their way to ParcelShops which close will be returned to the sender. We are asking clients to communicate this change to your customers.

Larger item delivery - Arrow XL
Reintroduction of Services* – 24th August 2020
  • Our larger item delivery partners, Arrow XL, are reintroducing upholstery services across our network together with unpack on request from Monday 24th August 2020.
  • We will reinforce this on booking calls and also ask that only one member of the household is present and that a minimum distance of 2 metres is maintained throughout the delivery.
  • We will continue to undertake delivery to the threshold only where customers request us to do so.
  • * Provided nobody in the household is self-isolating, experiencing flu-like symptoms or has recently been exposed to anyone at risk of having Coronavirus


  • Secure Delivery via Parcelforce
  • For deliveries requiring a signature, delivery drivers will not hand over Hand Held Terminals to customers, but log first and last name of the customer and put ‘XP1’ in the signature field.
  • If customers are not able to come to the door, delivery drivers will leave a calling card.
  • Parcelforce has suspended their normal service guarantee, but use reasonable endeavours to maintain the usual service.


  • Royal Mail
  • Royal Mail remains open for business. The postal service is a key part of the UK’s infrastructure.
  • We continue to work hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances. We are constantly monitoring and reviewing resource and procedures.


  • Additional Services for White Goods
    (Installation, Recycling & Removal of old appliance) We will no longer offering installation or recycling of old machines. We’re sorry if you wish to use this service, however we all need to do what we can to protect our delivery partners and our customers from the spread of this virus. We will resume these services as soon as we safely can.
    How do I return an item?
    Step 1 - Complete the returns form inside your parcel, including the reason for return

    Step 2 - Cover the delivery address and barcode using the peel off label provided

    Step 3 - Drop off your parcel at an Evri ParcelShop or arrange for a courier collection from your home or work address.

    To find a ParcelShop, click here.

    You can quickly and easily book a courier collection by clicking here.

    Remember to retain the other part of the returns label as it has your unique 16 digit barcode. You may need this for any queries relating to your return.

    Don’t have a label?
    Click here to print a new Evri returns label and follow the instructions on the label.

    Don’t have a printer?
    No problem, most ParcelShops have in-store printing. To check, simply click here and enter your postcode to find your nearest ParcelShop. Remember to select the option to show the ones where you can print in store. Just follow the instructions on the Evri terminals to print a label, no QR code required.

    Please see below, for returns information on:

  • Non returnable items
  • Larger items
  • High value items
  • Faulty items
  • Where is my order?
    Your order confirmation email will have an estimated delivery time. You can track orders by clicking here.

    If the delivery date has passed, please contact us to investigate. The quickest way is to chat to us now on our Contact Us page or call on 0333 200 8077.

    How do I make a payment?
    The easiest and quickest way is to pay through 'My Account' by clicking here.

    Alternatively, you can also call us and use our automated payment system on 0333 200 8077. You will also have the option to speak to one of our advisors and make a payment with them.

    Has my return been refunded?
    You can track the status of your return by clicking here.

    You should receive your refund/credit within 10 days of returning an item to us.

    To get up to date notification on returns, deliveries and payment reminders, you can provide an up to date email address or phone number in the 'My Details' sections of 'My Account'.

    You can also download our app and get easy and quick notifications! Download the app here.
    The easiest and quickest way is to pay through 'My Account' by clicking here.

    You can also pay via our automated payment system Quickserv, by calling Freephone 0800 056 0202.

    You will need your QS pin which you can find in the top right part of your statement.

    Alternatively, you can also call our contact centre on 0333 200 8077
    Why didn't my courier turn up to collect a return?
    We’re sorry the courier did not turn up as expected.

    To arrange another collection date, click here.

    You can also return an item at your convenience, via your nearest ParcelShop (find it here) or via your Evri courier.

    Please follow the instructions on the returns label in your parcel.
    Why is part of my order missing?
    Please check your confirmation email as we may be delivering in multiple parcels. This should tell you which items are due to be delivered when.

    If you still need help, please get in touch by using our webchat service on our Contact Us page or call on 0333 200 8077.
    Why is my discount offer code not working?
    Please ensure your offer code is valid for the items you are purchasing.

    Full Terms and Conditions for the use of Offer Codes can be found here; we are unable to add offer codes to orders once they are placed.
    I have a query about my balance
    You can view your latest statement online within 'My Account', including recent transactions, payment information and order and returns statuses.

    If you still need to talk to us, the quickest way is to chat to us now on our Contact Us page or call on 0333 200 8077.

    How do I reset my password?
    You can request to reset your password by clicking here.

    If you also need your email address updating please contact our WebChat team who will be able to help.
    Why didn't my delivery turn up?
    We’re sorry if your delivery didn’t turn up as expected. The courier should re-attempt delivery the following day.

    You can track your delivery via 'My Account' by clicking here, or use our app (here) for the latest notifications.

    If you still need to contact us regarding this, the easiest way is chat to us now on our Contact Us page or call on 0333 200 8077.

    How do I close my account?
    Simply get in touch if you would like to close your account. Please note that any outstanding balance or pending transactions would need to be cleared before we can close your account.

    The easiest way to notify us is via chat on our Contact Us page or by calling 0333 200 8077.

    How do I place an order?
    Ordering with us is quick and simple:

    Online:
    Orders can be placed on our website, 24 hours a day. If you are a returning customer you will need your account and email details to complete your order.

    Quick Order:
    Perfect for when you don't have much time, our quick order facility allows you to key in item numbers to find products quickly, choose the sizes and quantities and put them directly in your basket.

    If you would like to order more than ten items this way, simply repeat the process. Unfortunately, rings and other personalised items cannot be ordered using our Quick Order facility.

    By telephone:
    Call us on 0333 200 8077. Lines are open Monday - Saturday, 8am to 6pm. Have your order number, any offer codes, and the product details handy.

    How do I track my order?
    You can now see exactly where your parcel is before it’s delivered, without leaving our website. You can track orders by clicking here.

    Please note, whilst we are able to display delivery tracking points for most orders, not all are available.

    If your order does not arrive when expected, you haven’t had any communication from us to advise of a delay, or have any queries regarding your order please contact us via WebChat or email using our Contact Us page.

    Alternatively, you can call our Customer Service team on 0333 200 8077.
    Can you cancel my order?
    The best way to check if you can cancel an item, is to log in to My Account. in your Order History tab. Items that are yet to come into stock, or those with a long lead time from our suppliers may be able to be cancelled.

    As we process orders quickly, orders that are in stock will not be able to be cancelled. If an item is delivered and no longer required, please return the item in the usual way.

    Please note when contacting our Call Centre, the order won’t show on our system until the day after it was placed.
    Can you send me a catalogue?
    With our websites offering our full ranges of products, we are no longer sending catalogues out to customers on request.

    But a great way to keep right up to date is to sign up to our email newsletter. You’ll be the first to hear about exclusive offers, sale previews, birthday treats and style inspiration!

    Why not browse through thousands of products in our online collection right now?

    It’s quick and easy, plus you can also enjoy the following benefits…

    * Browse lots of regularly added internet exclusive items which are not available in the catalogue
    * Preview Sales, discounts and hot offers
    * View the latest prices available
    * Check stock in real time with the click of a button
    * Search for what you want quickly, filter your results and zoom in to see the detail
    * Browse our online shops packed with all the latest trends, inspiration and advice
    * Watch our online videos with tips and style advice to help you find the perfect fit
    * Shop with complete piece of mind – our site is safe & secure
    * Avoid the queues & traffic – hassle free shopping!
    * Shop in your own time, 24/7
    * Read our customer product reviews
    What if an item is out of stock?
    The stock status of an item is displayed on the screen so you can decide whether to add it to your order. When you use our 'Quick Order' facility, there is an opportunity to check the stock of the items selected before you confirm your order.

    If some of the items you have ordered are out of stock, this will not delay your order. We will send you the items that are in stock straight away, and your other items will follow later, at no extra cost to you.

    Sometimes the demand for a product is greater than we expected, so items can sell out. If and when this happens, our buyers will do their best to arrange for further stock to meet demand.

    When viewing an item, you are able to request an email notification when the item comes back in stock.
    Why have I received an alternative?
    Occasionally an item may vary slightly from its picture or description, or sometimes the original item you order is no longer available and we may send you an alternative item of equal or greater value for you to consider. In this instance, your invoice will be marked with an asterisk (*).

    Our 14 Day Approval Period still applies, so you may return them if they are not suitable.
    You can now see exactly where your parcel is before it’s delivered, without leaving our website. You can track orders by clicking here.

    Please note, whilst we are able to display delivery tracking points for most orders, not all are available.

    For real time order tracking and the ability to redirect parcels you can also use the Hermes App which you can download here
    Google Play
    App Store
    If your order does not arrive when expected, you haven’t had any communication from us to advise of a delay, or have any queries regarding your order please contact us via WebChat or email using our Contact Us page.

    Alternatively, you can call our Customer Service team on 0333 200 8077.
    Below is a guide to our last order dates for Christmas. Item specific delivery dates will be confirmed during the order process.

    For smaller items available on Next Day Delivery:
    Order by 11pm on Friday 22nd December for Next Day Delivery.

    For smaller items available on our Standard Delivery service (including valuables that require a signature):
    Order by 5pm on Thursday 21st December for Standard Delivery.

    Christmas returns will be accepted until 9th January.
    How much do you charge for delivery?
    Standard Delivery FREE

    Most goods will be delivered within 2-5 working days (excluding Bank Holidays), unless otherwise stated.
    We deliver Monday to Saturday 8am to 8pm and on Sunday 10am to 5pm.
    We do not offer specific delivery dates/times on Standard delivery.
    Deliveries to the Highlands and Islands currently carry no additional charge, however, we reserve the right to either make a charge for this service or withdraw it at our discretion.

    Next Day Delivery £4.99

    We offer Next Day Delivery 7 days a week on eligible items only. Excludes Bank Holidays. This service is not available to Northern Ireland or any other non-mainland or remote areas of the UK. For further information please click here

    Stated Day Delivery £4.99

    We offer Stated Day Delivery 7 days a week. You can choose a date for delivery that’s convenient for you, up to 7 days in advance. Excludes Bank Holidays. This service is not available to Northern Ireland or any other non-mainland or remote areas of the UK. For further information please click here
    .
    Next Day Delivery Information
    Some of our items are available for delivery to you the next day. The service carries a £4.99 delivery charge and is available 7 days a week (Monday to Sunday) however, it does exclude Bank Holidays. Delivery will occur the following day, providing the order is placed before 11.00pm. Unfortunately, our Next Day Delivery service is not available to Northern Ireland, or any other non-mainland or remote areas of the UK.

    Should your order contain a mixture of items that do and do not qualify for Next Day Delivery, only the items that qualify for Next Day Delivery will be delivered the following day. To avoid disappointment, please check delivery information for each individual product at the point of purchase for specific details. Please be aware, exceptions apply for Northern Ireland, Scottish Highlands and Islands, Channel Islands & Isle of Man. This service is available on selected items/options and covers most, but not all, courier areas.

    If your order is referred for credit assessment we may be unable to fulfil the request for Next Day Delivery.

    Whilst we always aim to deliver the next day, the service cannot be guaranteed. Where next day delivery fails due to the courier network, we will reimburse / credit the additional charge back.

    Next Day Delivery may not be available over bank holidays.

    To see all products that are available on Next Day Delivery click here for details.
    Stated Delivery Day Information
    With Stated Day delivery, you can choose a date for delivery that’s convenient for you, up to 7 days in advance. Stated Day delivery costs £4.99.

    This service is available on selected items only and covers most courier areas. Unfortunately, our Stated Day Delivery service is not available to Northern Ireland, or any other non-mainland or remote areas of the UK.

    Products available on Stated Day delivery are the ones that show as being available on Next Day Delivery. To see all products that are available on Next Day / Stated Day Delivery click here.

    Whilst we will endeavour to offer Stated Day delivery wherever possible, at particularly busy periods, for example Christmas, we cannot always offer this service and therefore cannot guarantee that deliveries will be made on the date / time requested. To avoid disappointment please check delivery information for each individual product at the point of purchase for specific details.

    If your order is referred for credit assessment we may be unable to fulfil the request for Stated Day Delivery.

    Where Stated Day delivery fails due to the courier network, we will reimburse / credit the additional charge back.
    Tracking deliveries using the Evri App
    For real time order tracking and the ability to redirect parcels you can also use the Evri App which you can download here
    Google Play
    App Store

    Track your parcel in the app
    Get real-time tracking information by entering your parcel’s 16-character tracking number into the smartphone app. You can see:

    • Information on your parcel’s progress, including when it’s been delivered
    • A photo of your parcel if it’s been delivered to your safe place
    • The delivery signature, if it was required by the sender

    Divert your parcel easily
    Not going to be home? No problem! In just a few taps you can tell your courier to deliver your parcel to a neighbour or to a safe place like a garage, porch or shed.
    Need someone to keep an eye on your parcel? Use the NEW ‘share my delivery’ feature to share your tracking information with someone you trust – they’ll be able to see updates on your parcel’s progress and divert it to a safe place or neighbour on your behalf.

    Set preferences for your parcel deliveries
    Use MyPlaces to set preferences for all your parcel deliveries:
    • Set the exact location for your deliveries and collections by adding a map pin or using what3words
    • Set your safe place for deliveries and collections
    • Add a photo and delivery notes to help your local Evri courier
    • Choose a neighbour your courier should deliver to, and a neighbour to avoid

    Want to send it back? Parcel returns are easy too!
    To return your parcel, just search for Freemans and choose if you’d like to drop off your parcel at a ParcelShop or Locker, or have your friendly, local courier collect it from you.
    Do I have to have my first order delivered to my home address?
    For security purposes, all new credit account customers must have their first order delivered to their home address.

    Subsequent orders can be delivered to an alternative address of your choice. An alternative delivery address can be entered during the checkout process if ordering online, or given to our adviser if ordering via telephone. Please ensure that any alternate delivery address you select is safe.

    To make shopping with us easier, you are able to set up one additional delivery address via 'My Account'. Once set up, this will appear as an option for delivery during checkout if shopping online.
    Where do you deliver?
    We deliver to addresses with UK postcodes, including Northern Ireland. Unfortunately, we are unable to deliver to the Republic of Ireland (Éire).

    Please note, our Next Day and Stated Day Delivery services are not available to Northern Ireland, or any other non-mainland or remote areas of the UK.

    Unfortunately, we do not deliver internationally and will only be able to fulfil orders to addresses with UK postcodes.

    We also do not deliver to addresses that we can identify as forwarding parcels overseas.

    We deliver to addresses with UK & NI but some items are unavailable for NI delivery.
    How long does delivery take?
    Most of our items can be delivered within 2 to 5 working days. However, we will always notify you of the individual delivery timescales of the items you have ordered during checkout if you are shopping online, or during the order process if you are ordering via the telephone.

    Delivery timescales can also vary depending on the product you have ordered. The approximate delivery timescales for our most commonly purchased larger items are as below:

    Furniture:
    Upholstery and pre-assembled furniture; 5 to 6 weeks (made to order)
    Beds, mattresses and bedsteads; 2 to 3 weeks
    Flat pack furniture; 2 weeks

    Electricals and appliances:
    PCs and laptops; within 10 days
    Large screen TV's (above 37"); within 7 days
    Larger appliances; normally 7 to 10 days however, we will advise you of specific delivery timeslots during checkout online, or you will be contacted directly to arrange a suitable time and date for delivery.

    Please be aware, other large items may have an extended delivery timescale similar to that of the above. Regardless of the product we will always provide you with the most up to date delivery timescale at the point you are ordering.

    Please note, the timescales you are quoted for delivery may be longer if delivery is to a remote area of the UK mainland or to an offshore UK address.
    Can I change my delivery details?
    Once you have placed your order, we are unable to change any of the information you have given us (including delivery address), as most orders are dispatched from our warehouse within 24 hours. If there is no-one to sign for your delivery, you will be left a card from either our courier or the Post Office inviting you to re-arrange delivery.

    For larger items, such as furniture and kitchen appliances, please contact us as soon as possible after placing your order.

    Whilst we will contact the supplier in an attempt to have your delivery details amended, please be aware that this is not guaranteed and your initially requested delivery details may still stand. Please refer to your confirmation email for the status of your goods before contacting us, as we cannot request changes to any delivery details, once the item is despatched.

    New delivery details can be input at checkout for any order (excluding your first order) however, should you need to change your delivery address details permanently, for example you have moved house, you can either change your details online using the 'Personal Details' section within 'My Account', by speaking to one of advisers via WebChat, or by calling 0333 200 8077.

    Any information that is changed on your account will take 24 hours to update.

    Please note that any orders placed before our records are fully updated will default to using your old details.
    Can you leave my parcel somewhere safe?
    You can ask for item(s) where appropriate to be left in a secure, weatherproof area of your property, as long as it is easily accessible for us. Alternatively, you can nominate a near neighbour to receive delivery of your item(s). Please note that any orders left as requested by yourself in a safe location is at your own risk, and we will not be liable to compensate orders that are damaged or lost.

    Whilst our goal is to honour your preference whenever possible, we can’t guarantee that our couriers will be able to meet these instructions under all circumstances.

    A safe place will not be offered for signed deliveries.
    Where is my order?
    Your order confirmation email will have an estimated delivery time. You can track orders by clicking here.

    If the delivery date has passed, please contact us to investigate. The quickest way is to chat to us now on our Contact Us page . In the unlikely event that you do not receive a parcel / item, this query must be raised with us within 90 days from the order being despatched, otherwise the claim will be invalid.

    Before contacting us, please ensure that you have checked your order confirmation email for the expected delivery date(s) or your parcel / item(s).

    If you have been informed the delivery has occurred, the courier calling card should indicate where the parcel has been left or if you have the Evri App the details will be there. If there is not deemed to be a safe place for your order, the courier will not leave the parcel.

    When notifying us that you have not received a parcel / item(s), we require the following information:

    The date the order was placed
    The address the order should have been delivered to
    Any other relevant information relating to the delivery, e.g. where the calling card indicates the parcel was delivered

    Once we have all of this information, we will conduct an investigation. If we require any further information, we will contact you in due course. Once we have completed our investigation, we will notify you of the outcome.
    Can I have my order delivered to a ParcelShop?
    You can now have your order delivered to a shop near you when you shop online, allowing you greater flexibility and convenience. 'Collect from your local shop' will be offered as a delivery option when you place an order on our website. When selecting this delivery option, it will display all available shops near you. Please note, certain items cannot be delivered to a ParcelShop. Where this is the case, we will notify you prior to check out.

    Unfortunately, for security reasons the ParcelShop service is not available when placing your first order.

    Following confirmation of your order, we will notify you to advise when your parcel has arrived at your requested ParcelShop. When collecting your parcel, it must be collected by our customer (you) in person. You will need to produce confirmation of the order by presenting one of the following:

    a) the text that you receive from us to alert you that your parcel has now arrived at your requested shop
    b) a print out of the order confirmation sent to you at the point of order

    You will also need to produce one of the following pieces of identification:

    a) Passport
    b) National ID Card
    c) Driving Licence
    d) Credit / Debit Card

    The ParcelShop service is provided by Evri. You can find your nearest ParcelShop here.
    Do you deliver to BFPO addresses?
    Unfortunately, we no longer deliver to BFPO addresses.
    What do I do if some of my items are missing from my order?
    There can be various reasons that an item(s) are missing from your parcel.

    Delivery timescales:
    If items within your order have differing delivery timescales, they may arrive in different parcels. Similarly, if you have ordered a combination of items from our warehouse and items sent directly from our suppliers, they will arrive in separate deliveries.

    Stock availability:
    Sometimes items you order may not be ready for immediate dispatch; for example, if they are on Preview, or are out of stock.

    We will never hold back a multiple item order if we are expecting a delay in stock on any of the items ordered.

    In these cases, we will deliver items that are in stock to you first, to be followed by the rest of your order once it has reached our warehouse. You will not be charged for any extra deliveries we may have to make.

    If you have concerns or are unsure of the delivery date(s) of your most recent order(s) you can easily check this via 'My Account'. However, please allow 10 days from the date of despatch before you query non-receipt of an item or parcel (except for Next Day or Stated Day delivery). In the unlikely event that you do not receive a parcel / item, this query must be raised with us within 90 days from the order being despatched, otherwise the claim will be invalid. For more information click here.
    What do I need to know about delivery of large appliances?
    We offer free delivery on all large kitchen appliances.

    Following delivery, please ensure that you inspect the item thoroughly no later than 24 hours after. If there are any issues that may not have been visible prior to removing any packaging, then you must contact us immediately.

    Select your delivery day in checkout

    Where the item you wish to purchase shows this delivery message, you will be able to choose a desired time and date for delivery. However, if the item is not in stock or you are placing your order via the telephone, you will receive a call back from one of our specialist advisers to select your desired time and date for delivery. If for any reason there is an anticipated delay to stock, we will inform you during this telephone call.

    On certain appliances, we may offer removal of old appliance and/or installation/connection of your new appliance, which will be indicated at checkout if shopping online, or explained by our specialist adviser on the follow up delivery phone call. The connection/installation service carries a specific charge which will be stated at checkout. No additional electrical, plumbing or other work will be carried out by the delivery driver / installer.

    Delivered Direct

    Where the item you wish to purchase shows this delivery message, the date range shown is the expected timeframe to receive the item. Delivery will be direct from our supplier, who will contact you to select your desired date for delivery.

    On certain appliances, the supplier may offer additional services such as:

    Removal of Old Appliance

    Where offered, free removal of your old appliance for scrap. Your old appliance will be deemed of no value and must be disconnected and ready for removal. If the old appliance is a dishwasher, washing machine or tumble dryer, it must be free of water.

    Connection of your new appliance

    Where offered, and applicable to washing machines, tumble dryers, dishwashers, fridges and freezers. Removal of your old disconnected appliance, plus connection to existing approved fittings and pipework. Should you wish to select this service there will be a charge, for which you will required to pay directly to the supplier.

    Connection of free-standing gas or electric cookers

    Where offered, removal of your old disconnected appliance, plus connection to existing approved fittings and pipework. Should you wish to select this service there will be a charge, for which you will required to pay directly to the supplier. Connection may be completed on a different day from delivery. Please note if you don’t choose the cooker connection option your cooker must be connected by a Gas Safe registered installer or a qualified electrician. For further information see gassaferegister.co.uk

    No additional electrical, plumbing or other work will be carried out by the delivery driver / installer.

    American Style / Side by Side Fridge Freezers

    Due to their weight and size, these items require a pre-delivery survey. You will receive a call from a specialist carrier after ordering, to conduct a pre-delivery survey and consultation prior to delivery. A specialist installation and connection to existing approved fittings and pipework is required.

    If you need to arrange a return within the 14 day approval period, for larger items you may not be able to arrange a collection via ‘My Account’. In this instance you will need to contact us via either Webchat, email or telephone. The carrier will then contact you directly within 14 days to arrange a suitable date and time for collection. You must ensure all access points are clear of obstacles and that someone will be at the property when the collection occurs.

    What do I need to know about delivery of furniture?
    Delivered Direct

    Where the item you wish to purchase shows this delivery message, the date range shown is the expected timeframe to receive the item. Delivery will be direct from our supplier, who will contact you to select your desired date for delivery.

    On the day of delivery, please ensure there will be someone at the property to receive the goods, as they may have to be signed for. Please also ensure that all access points are clear of obstacles.

    Delivery will only be undertaken if deemed safe by the driver, and does not put anyone or your property at risk of injury or damage.

    Please ensure that you inspect the item thoroughly no later than 24 hours after Delivery. If there is any issues that may not have been visible prior to removing any packaging, then you must contact us immediately.

    Self-assembly items will not be unpacked and / or assembled by the delivery driver(s).

    In the event that you need to arrange a return, for larger items you may not be able to arrange a collection via ‘My Account’. In this instance you will need to contact us via either WebChat, email or telephone. The carrier will then contact you directly within 14 days to arrange a suitable date and time for collection. You must again ensure all access points are clear of obstacles and that someone will be at the property when the collection occurs.
    What do I need to know about delivery of flowers?
    Flowers can be ordered up to 30 days in advance, providing that at least 2 working days is left between the date of order and the required delivery date.

    You must order flowers items by themselves, as an individual order, as we are only able to record one delivery address and recipient name. If you wish to order multiple flower items, these must be ordered separately. If you have ordered from us previously you can choose to have your flowers delivered to an alternative delivery address. If it is your first order, for security reasons all new credit account customers must have their first ordered delivered to their home address.

    While we strive to make sure the flowers you receive are the same as those ordered, in some cases some flowers may be substituted with flowers of equal or higher value, due to stock availability.

    If there is a problem with your order, please notify us, ensuring that you provide photographic evidence.
    To make things easier during this time, we have extended our return period to 60 days for purchases made after 16th March.

    Please ensure you return items complete including all parts and in the original packaging where possible.

    Any refunds will be credited to your account or the payment method used for the purchase within 3-5 days of receipt.

    Please note, items that display our Non Returnable symbol in either our catalogue or on our website may be excluded from our Return Policy. For more information, please refer to our Non Returnable Items Policy.
    What is your Christmas returns period?
    We are happy to accept returns of items purchased as Christmas gifts over our normal 14 Day Home Approval period, as long as they are unused and in their original packaging.

    You have up to the 9th of January 2024 to return them.
    How do I return an item?
    Step 1 - Complete the returns form inside your parcel, including the reason for return

    Step 2 - Cover the delivery address and barcode using the peel off label provided

    Step 3 - Drop off your parcel at an Evri ParcelShop or arrange for a courier collection from your home or work address.

    To find a ParcelShop, click here.

    You can quickly and easily book a courier collection by clicking here.

    Remember to retain the other part of the returns label as it has your unique 16 digit barcode. You may need this for any queries relating to your return.

    Don’t have a label?
    Click here to print a new Evri returns label and follow the instructions on the label.

    Don’t have a printer?
    No problem, most ParcelShops have in-store printing. To check, simply click here and enter your postcode to find your nearest ParcelShop. Remember to select the option to show the ones where you can print in store. Just follow the instructions on the Evri terminals to print a label, no QR code required.

    I don't have returns label where can I get one?
    Don’t have a label?
    Click here to print a new Evri returns label and follow the instructions on the label.

    Don’t have a printer?
    No problem, most ParcelShops have in-store printing. To check, simply click here and enter your postcode to find your nearest ParcelShop. Remember to select the option to show the ones where you can print in store. Just follow the instructions on the Evri terminals to print a label, no QR code required.

    We will no longer be offering returns through the Post Office with a Royal Mail returns form. But don’t worry, it’s convenient and hassle free to return your order via Evri ParcelShop or with an Evri courier.

    ParcelShop is the ideal way to drop-off your returns if you can’t be at home or you don’t have a safe place to leave your parcel for a courier collection. With over 4,500 nationwide ParcelShops, open from early until late, 7 days a week it has never been easier to return unwanted items.

    For more information and instructions, on how to return an item, click here
    How do I track my return?
    You can easily and quickly check the status of any items you have returned by clicking here.

    How long does it take to refund me after returning my item?
    Any refund you receive for returned goods will be credited to the payment method used; your credit account or your credit / debit card, as appropriate.

    If you added the item to your credit account the refund will be reflected in your next monthly statement. If you have a balance outstanding, the amount will be deducted from your balance. If the balance has already been paid, it will show as a credit.

    We will process your refund as quickly as possible, normally within 7 - 10 days of collection.

    If you have not been credited for any items that you have returned to us, you must inform us within 60 days of collection, otherwise the claim will be invalid.

    Please remember to provide proof of return, such as a barcode, wherever possible.
    Can I return different orders in one parcel?
    You can return items from multiple deliveries into one returns parcel.
    Returns must be complete, unused, and in their original packaging wherever possible.

    Please ensure that you follow the weight and size restrictions for your chosen method of return.

    If you are returning a larger item, please click here.

    For advice on how to return high value items such as jewellery or iPads, click here.
    How do I get another returns form?
    If for any reason you do not have a Returns Form, we are unable to reprint or resend a new one. However, enclosing the following information will help us to process your returned item(s) as normal:

  • Your credit account number
  • Item number(s)
  • Invoice number(s)
  • The reason that you are returning the items


  • If you require any more help, please click here for fuller instructions on how to return.
    Do you offer exchanges?
    Unfortunately, we don't offer exchanges of items. If you wish to exchange an item for a different size or colour, please arrange a return of the unwanted item and reorder the desired replacement.
    Our returns policy
    If for any reason you are unhappy with goods you have purchased from us, you may return them under our 14 Day Approval Period.

    Alternatively, you have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If the order consists of multiple goods, the 14 days runs from when you receive the last part of the order. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back. The right to cancel does not apply to the supply of goods that are made to the customer’s specifications or are clearly personalised, the supply of goods which are likely to deteriorate or expire rapidly, sealed goods which are not suitable for return due to health protection or hygiene reasons (if they become unsealed after delivery), sealed audio/video recordings or sealed computer software (if the goods become unsealed after delivery).

    To exercise the right to cancel you must inform us of your decision to cancel this contract. You can do this by letter or email including your name, address, account number, order / invoice number, item number, signed and dated - before the cancellation period has ended. Alternatively you may use this Cancellation Form.

    If you cancel the contract, we will collect the goods from you via our courier returns service, or you must return them to us using our postal returns service. We will bear the cost of returning the goods. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is a result of unnecessary handling by you beyond what is reasonable when inspecting items in a shop. We will make the reimbursement without undue delay, and not later than 14 days after the day we receive the goods back from you. We will make the reimbursement using the same means of payment as you used for the initial transaction. You will not incur any additional fees as a result of the reimbursement.
    How do I return a faulty item?
    For information on what to do if an item becomes faulty click here.

    Faulty items must be returned individually; please notify us in the event an item becomes faulty, so that we can expect the return and rectify the issue for you as quickly as possible.
    How do I return a larger item?
    For larger items, you may not be able to arrange collection via 'My Account'. In this instance you should contact us directly via either WebChat, email or telephone.

    Our adviser will take all the required information for the collection and pass this information on to the carrier. The carrier will then contact you directly within 14 days to arrange a suitable date and time for collection. You will be allocated an AM / PM collection slot.

    On the day of collection, please ensure that there will be someone at the property. You must ensure all access points are clear of obstacles.

    Collection will only be undertaken if deemed safe by the driver and does not put the driver, the item or your property in any danger or cause damage or injury.
    How do I return high value jewellery items?
    Please note, items that display our Non Returnable symbol in either our catalogue or on our website may be excluded from our 14 Day Approval Policy. For more information, please refer to our Non Returnable Items Policy.

    Jewellery over the value of £150, requires return via Royal Mail and cannot be returned in the same parcel as other items as they require a special collection.

    To arrange this you will need to contact one of our advisers via Webchat or email via our Contact Us page or telephone. They will arrange for a special returns pack to be sent to you.

    Please do not arrange return via any other method.
    How do I return high value electrical devices ?
    Please note, items that display our Non Returnable symbol in either our catalogue or on our website may be excluded from our 14 Day Approval Policy. For more information, please refer to our Non Returnable Items Policy.

    High value electrical devices, such as iPads, mobile phones and laptops, require return via Royal Mail and cannot be returned in the same parcel as other items as they require a special collection.

    To arrange this you will need to contact one of our advisers via Webchat or email via our Contact Us page or telephone. They will arrange for a special returns pack to be sent to you.

    Please do not arrange return via any other method.
    If you return items to us after the expiry of the 14 Day Approval Period and / or in an unacceptable condition we may not refund your account. For every item returned outside of our 14 day Approval Period, an administration charge of £4.95 will be made. We may, at our discretion, return your items to you (at a cost to you of the actual postage rate).

    If you send the item back to us again, or refuse to accept delivery, this will be deemed as irreversible authority for us to dispose of your goods without further notice. Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods.

    Please note, acceptance of a return by your courier is not deemed to be acceptance by the company. This does not affect your statutory rights.

    If exercising your right of cancellation, you must make the goods available to us for collection, and you must take reasonable care of them. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining goods in a shop prior to purchase.
    Our non returnable items policy
    Some of the items on our website are listed as 'Non-Returnable', and are not supplied on our usual approval terms. Items of this nature will have the below logo clearly displayed alongside them:



    The right to cancel does not apply to the supply of goods that are made to the customer’s specifications or are clearly personalised, the supply of goods which are likely to deteriorate or expire rapidly, sealed goods which are not suitable for return due to health protection or hygiene reasons (if they become unsealed after delivery), sealed audio/video recordings or sealed computer software (if the goods become unsealed after delivery).

    Should a non-returnable item become faulty within guarantee, you should notify us so that we can take the appropriate remedial action.
    Why can't I arrange a return via My Account?
    If for any reason, you are not be able to book a return using 'My Account', it could be that:

    The item is outside our 14 Day Approval Period
    This item is high value and requires special return instructions
    This item is too large to use our courier service and requires special collection arrangements

    In these, specific circumstances you will need to arrange a collection via either WebChat or email on our Contact Us page, or by calling 0333 200 8077.
    Why has my return not been refunded?
    Most returns are refunded back to your credit account or the card you made payment with within 7 - 10 days of being collected. If for any reason you have not been credited for any of your returned items you must inform us within 60 days of collection, otherwise the claim will be invalid.

    When notifying us that a return(s) has not been credited back, we require the following information:

    Date that the item was collected
    The courier / carrier that has collected the item, e.g. Evri, Royal Mail, ArrowXL, etc
    Proof of return, for example barcode number provided by the courier

    Once we have all of this information, we will conduct an investigation. If we require any further information, we will contact you in due course. Once we have completed our investigation, we will notify you of the outcome.
    How can I make payments?
    Customers without a Credit Account:
    Full payment will be taken by debit or credit card at the time of transaction, whether the order is placed online or via the telephone.

    Credit Account customers:
    Customers with an account can enjoy the flexibility of a number of ways to pay.

    Direct Debit
    You can set up and manage Direct Debits online. It's quick and easy and means you'll never miss a payment. Simply log into My Account, select ‘Make a Payment’ from the menu on the left and scroll down to the ‘Setup a Direct Debit’ section. You'll need your bank account number and sort code. Once it is set up your monthly payments are processed automatically giving you peace of mind.

    Online
    It is quick and easy to pay online through 'My Account'. Simply log in and select ‘Make a Payment’ from the options menu. Sign up to our App and you’ll be able to make payments on the go.

    Quickserv
    Quickserv is the smart way to make a quick and simple payment over the phone 24/7 with this fully automated push-button service. Simply call us FREE on 0800 056 0202 and use your Quickserv PIN number detailed on your statement to access the system, and then simply follow the instructions.

    Call Centre
    Call us on 0333 200 8077 to make a card payment. The contact centre is open 8am to 6pm Monday to Saturday

    Internet Banking
    Make a payment to Sort Code 56-00-36 and Account Number 28917480. So that we can allocate your payment, please remember to quote your credit account number as a reference.

    Cheque
    If paying by cheque at the bank or by post, please make payable to Freemans.
    If you are paying at the Post Office, please make payable to Post Office Counters Ltd.
    Always remember to write your credit account number on the back of the cheque.

    How do I set up a Direct Debit?
    You can set up and manage Direct Debits online. It's quick and easy and means you'll never miss a payment. Simply log into My Account, select ‘Make a Payment’ from the menu on the left and scroll down to the ‘Setup a Direct Debit’ section. You'll need your bank account number and sort code. Once it is set up your monthly payments are processed automatically giving you peace of mind.
    How do I know if my payment has gone through?
    Payments made using a credit or debit card will show immediately on your account. You will be able to see the payment when logging in to My Account. It will also be visible on your subsequent statement. If you are making payment over the telephone, the adviser taking your payment will confirm that the it has gone through successfully whilst on the call.

    If for any reason your payment is declined, you will be informed immediately either by our system, or the adviser you are speaking to if paying by telephone.
    How long does it take you to receive my payment?
    Credit account customers should ensure that ample time is left for the payment to clear before the date it is required by, as the obligation to pay on time reside solely with the customer. We are unable to influence the timescale it takes for a payment to clear.

    Standard payment timescales are as below:

    Credit / Debit Card payments - these are allocated immediately

    Giro / Bank Transfer / Telebanking - please allow up to 3 - 5 working days to be allocated to your account

    Direct Debit - these will be allocated to your account after 2 working days

    Cheque - please allow 6 days plus transaction day for this to clear and be allocated to your account
    How long do you take to refund me?
    We will only be able to process a refund once we have confirmation that your payment has cleared, or the items which the refund relates to have been returned back to us. Refunds for items that have you returned normally occur within 7 - 10 days of collection.

    If you have requested a refund either back to the card you made payment with or directly to your bank account (including Direct Debit refunds), please allow 3 - 5 working days from us processing the refund for it to be received.

    If you are due a refund via cheque, please allow up to 14 days for the cheque to be received.
    Is it safe to use my credit / debit card on your site?
    To view our security information please click here.
    Please visit our Financial Difficulties section if you think you may struggle to pay or have missed payments already.
    What do I do if I can’t make my repayments?
    If you are struggling to make your repayments, then please visit our Financial Difficulties page to find out how we can help.
    Look At Me Giveaway
    1. No purchase necessary to enter the draw.

    2. Entrants must be aged 18 or over and a UK resident.

    3. The prize draw is open to both new and existing customers. If you opt in to emails you will receive our marketing emails and you can opt out at any time. If you are already signed up you will continue to receive our marketing emails as normal.

    4. The closing date for entries is midnight Thursday 12th October 2023. Any entries received after this date will be invalid.

    5. Only one entry per person allowed. Multiple entries will be discarded.

    6. To enter the prize draw the online form needs to be fully complete and submitted.

    7. The winner will be drawn at random from the entries received. The result will be final, and no correspondence will be entered into.

    8. The draw will take place on Thursday 19th October 2023 and the winner will be notified via the email address you provided. Confirmation of prize acceptance is required within 48 hours.

    9. Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.

    10. The prize is 1 x £500 art’otel London Battersea Power Station voucher, 1 x £150 Sketch London voucher, 1 x £46 Dopamine Land voucher, 1 x £200 LNER voucher and a Freeamans hamper per person which includes - Leopard Print Faux Fur Eye Mask + Pillow Spray (50T105WFC), Skincare Beauty Box (52R494WFD) and Fujifilm Instax Square SQ1 Instant Camera (20 Shots) - Terracotta Orange (54R783WFD).

    11. All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize. Prizes are subject to stock availability, substitute vouchers will be provided if required.

    12. Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.

    13. The judge’s decision is final and no correspondence will be entered into.

    14. Freemans Plc is authorised and regulated by the Financial Conduct Authority No. 311341, in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37. Visit our privacy policy at www.Freemans.com/privacy.

    15. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freemans website.

    General Offer Code Terms and Conditions
    Our offer codes allow you to take advantage of special discounts, promotions and / or free gifts that we may offer.

    Items within the following categories of goods may also be excluded from our offer codes / discounts:

    Home appliances, kitchen electricals, sound and vision, computing and gaming, personal care, phones and smart technology, cameras and camcorders, electric fires, tools, and in-car technology.

    We may also exclude items from certain ranges from our offer codes / discounts, for example Bridal, Preview etc.

    Brands currently excluded from our offers include
    Thought
    Joe Browns
    Hobbs
    Lego
    Linzi
    Phase Eight
    Studio Eight
    Seasalt
    Where's That From
    White Stuff

    The codes will always be a 4-digit combination of letters and numbers which will end with the letter P.

    For us to apply an offer code to your order, it must be quoted during the order process. If you are placing your order on the telephone, our staff will be happy to take the code from you. Alternatively, if you are ordering online, the offer code must be input on the ‘Confirm Your Order’ page. Any applicable deductions will then be visible and will be outlined on your order confirmation email (excluding monetary value discounts which will be visible on your subsequent statement). If for any reason you believe a valid offer code has not been applied to your order, you must contact us immediately.

    One offer code (either percentage or monetary discount) can be used per order. They cannot be used in conjunction with any other offer (except Buy Now Pay Later or offer codes beginning with a Z, such as 3 for 2 promotions). All valid offer codes will be applied to your order. Any offer code used outside of our terms and conditions will be rejected. No liability will be accepted in respect of any such rejection or cancellation of an offer code / discount.

    We will not be able to apply offers to an order without a valid code being quoted. We are also unable to apply any offer codes regardless of validity to orders once they have been placed.

    Unless otherwise stipulated, our offer codes are valid for one use only. Discount offers exclude sale items, electrical items, End of Call offers and delivery charges (unless stated otherwise).

    If you are ordering over the telephone, our staff will notify you of any problem with the offer code you are quoting. Alternatively, if you are ordering online, the following error messages will be shown in the event of an offer code / discount falling outside of our terms and conditions:

    • "The code could not be found" will appear if our system doesn’t recognise the code that has been keyed in
    • "The code is not available for you to use" will appear if you are not the intended recipient for that code / discount
    • "The code is not currently valid" will appear if the offer code has expired
    • "This offer has already been claimed" will appear if the code has already been used previously and cannot be used again
    • "The code is not valid for this order" will appear if the order or items within the order conflict with the terms and conditions of the offer code. These are communicated at the point that the code is issued and may include but are not limited to first orders, orders of a specific value, orders for a specific product, or a combination of specific products, or orders placed within a specified period

    If you need further assistance, please visit our Contact Us page, where you can live chat with our WebChat team. Alternatively, you will be able to send an email or call 0333 200 6014.

    We are open 6 days a week, Monday to Saturday 8am to 6pm and endeavour to reply to any emails received within 24 hours.
    Freemans Family Offer
    The 30% off offer can only be used 3 times when you use your existing Look Again/Kaleidoscope/Bonprix/Curvissa or Swimwear365 flexiway account, and not in conjunction with any other offer.
    The code must be quoted at the time of each order and entered on the payment confirmation page, it cannot be added to your order at a later date.
    The promotional code is not for re-sale and cannot be exchanged for cash.

    Offer valid until 31/12/2023. General Offer Code Terms & Conditions still apply.
    First Order Discounts
    The first order discount is only available when you choose to open and place your first credit account order. If you have been provided with an offer code, you should apply this at checkout. In some instances this offer code will be pre-populated and applied automatically to your order. If you are shopping online, upon applying the code to your order, the discounted amount will be shown.

    If for any reason the offer does not apply automatically, please enter offer code EUTP at checkout. You should still apply any other offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    Please be aware, the first order discount cannot be used if you don't open a credit account to place your first order and cannot be used in conjunction with any other discount.

    If the offer code also includes Free / Reduced Delivery, full Terms & Conditions are available here.

    Please be aware all General Offer Code Terms & Conditions still apply.
    Percentage Discounts
    One offer code can be used per order. They cannot be used in conjunction with any other offer (except Buy Now Pay Later or offer codes beginning with a Z, such as 3 for 2 promotions)

    This stated discount will be applied to your order upon quoting / inputting the code. If you are shopping online, upon applying the code to your order, the discounted amount will be shown.

    You should still apply any other valid offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    If the offer code also includes Free / Reduced Delivery, full Terms & Conditions are available here.

    Please be aware all General Offer Code Terms & Conditions still apply.
    Monetary Discounts
    Monetary discount offers can only be used on orders placed on credit accounts.

    One offer code can be used per order. They cannot be used in conjunction with any other offer (except offer codes beginning with a Z, such as 3 for 2 promotions)

    The monetary value discount will not be deducted from your order value; the discount will be applied to your statement (providing that goods to the value of the minimum order value required for the offer to be valid are not returned). If you are shopping online, the offer code will be visible prior to you checking out.

    Excludes Buy Now Pay Later purchases.

    If the full order is returned, or if part of the order is returned and the order value is no longer higher than or equal to the minimum order value, the monetary discount will be withdrawn from your account balance. The promotional code is not for re-sale and cannot be exchanged for cash.

    You should still apply any other valid offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    If the offer code also includes Free / Reduced Delivery, full Terms & Conditions are available here.

    Please be aware all General Offer Code Terms & Conditions still apply.
    App Offers
    Our app offers are only available when you download our application (available here) and place your order using it. This discount will be applied automatically to your order.

    You must input any provided code during checkout. If the code is for a percentage discount, or for free or reduced delivery charges, the discounted amount will show during checkout. If the code is for a monetary discount, this will be reflected on your statement.

    For further information on restrictions and terms of use of our various offer types, please refer to:

    First Order Discounts
    Percentage Discounts
    Monetary Discounts
    Free / Reduced Delivery Offers

    If for any reason the offer does not apply automatically, please contact us. You should still apply any other offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    Please be aware all General Offer Code Terms & Conditions still apply.
    Free / Reduced Delivery Offers
    Our ‘free next day delivery’ offer codes will discount the delivery charge of £4.99.

    If you are shopping online, upon applying the code to your order, the discounted amount will be shown.

    You should still apply any other valid offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    Please be aware all General Offer Code Terms & Conditions still apply.
    Offer Codes Beginning With Z
    From time to time we may have offers such as “3 gifts for the price of 2”, “buy certain items together and save £xx”, or “order 2 items together and get one free”. These codes will always begin with a Z and are displayed alongside the items that they apply to, either in our catalogue or on our website.

    Each offer will have its own specific criteria which will be clearly outlined at point of promotion. The described criteria must be adhered to for the promotion to be valid.

    If you are shopping online, the offer code will be visible prior to you checking out. If you are ordering via the telephone, the offer will be reflected in the total order value confirmed by our adviser. The discount amount or value of the free item will be split pro rata across the items you have ordered which were included within the promotion.

    All offers are subject to availability, and should stock not be available we will not be able to honour the offer.

    Should you choose to return any items ordered using a Z code within our 14-day home approval period, all items included in the promotion (including any free items) must be returned for a full refund to be issued.

    You should still apply any other valid offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    Please be aware all General Offer Code Terms & Conditions still apply.
    Free Gifts
    Our free gift offer codes allow customers to opt to receive the promoted free gift when placing an order. The code may only be redeemed once per customer. In order to claim any free gift, an order must be placed.

    If you are shopping online, the offer code will be visible prior to you checking out.

    All free gift offer codes are subject to stock and should stock not be available we will not be able to send you the free gift. We reserve the right to substitute any free gift with one of equal or higher value.

    You should still apply any other valid offer or promotional codes that you have on the ‘Confirm Your Order’ page.

    Please be aware all General Offer Code Terms & Conditions still apply.
    Prize Draws
    From time to time we will hold prize draws. Each prize draw will have its own specific entry criteria which will be clearly outlined at point of promotion. Entrants to any of our prize draws must be 18 years old or over.

    Unless indicated otherwise, prize draws are held on the 1st of every month and the winner will be chosen at random and notified by email shortly after.

    We reserve the right to feature photographs names and locations of winners in future promotions. Those involved in the promotion and execution of the draw.

    Employees and their relatives are not eligible for entry. The judges’ decision is final and no correspondence regarding any disputes will be entered into.

    Entry into any of our prize draws is deemed acceptance of these rules.

    Unless specifically indicated, prize draws do not necessarily require an order to be placed for entry.

    Please be aware all General Offer Code Terms & Conditions still apply.
    What do I do if my item becomes faulty?
    We always aim to deliver the highest quality of product; any items you receive should be unused, unopened, in new condition and complete if part of a set.

    In the unlikely event you experience a problem with goods that you have received from us, please contact us immediately.

    If goods are received damaged or become faulty and within 14 days of receipt, in most circumstances we will be able to arrange a collection, and where required or possible, a replacement. In the event that it may not be safe to return the goods to us, for example, broken glass, we will advise you of the most appropriate action to take. Do not dispose of items unless we clearly instruct you to. We cannot be held liable if you choose to dispose of the goods without our instruction.

    For larger items such as appliances or furniture, the supplier of the item may request an engineer / technician inspection prior to collection. There is no charge for this inspection if the item is within our 14 Day Approval Period however, outside of this period charges may apply. We will always notify you of this if this is the case.

    If your item becomes faulty after our 14 Day Approval Period but is within its manufacturer guarantee, please contact us immediately.

    Where required we will either ask you to return the item for inspection, or for larger items such as furniture or appliances, arrange an engineer / technician inspection. We may also ask you for photographic evidence.

    Prior to returning, can we please request that where applicable, any password protection is removed and the device is reset to the original factory settings. We recommend you back up the device before the reset, as we are not responsible for any loss of data or reinstallation of any software you may have installed yourself.

    It is important that the item is returned clear of all passwords and any personal data. Should the return be received by us in a locked state then unfortunately we would be unable to examine the item and have no option but to return the goods to you.

    On receipt of the return in its original factory settings, we will undertake an examination of the item and one of the below will apply:

    • If returned within the approval period you will be credited from the original return date.

    • If outside of the approval period and found to be faulty you will be credited.

    • If the item is outside of approval and no fault is found, the item will not be credited and the unit will be returned to you.

    How do I register online?
    You are able to register your account on our website so that you can easily manage your account online, 24 hours a day, 7 days a week.

    If you are opening an account by placing your first order online, during the order process, you will automatically be registered to manage your account online.

    If you have an account but have never shopped using our website, registering your account online is easy.

    Simply go to 'My Account' and enter your account number into the 'I haven't bought online before, but I do have an Account No' box. Click register and follow the rest of the steps.

    Once you've registered online you can log in to your account online, 24 hours a day, 7 days a week, by clicking on 'My Account' and entering your details. For the full benefits see how can I manage my account online.
    How can I manage my account online?
    You can manage your account online by clicking on 'My Account' and setting up your access details. If you have already registered, simply log in with your email address and password.

    By logging in to 'My Account' you are able to manage your account 24 hours a day. Once logged in you are able to do the following:

    Change your account details:
    Select 'View Personal Details', then select the 'Edit Details' option. Any amendments you make will be updated within 24 hours. For more information on changing details, click here.

    View your online statement:
    Select 'My Statements'. You are able to view historical statements. For more information on paperless statements, click here.

    Check your account balance:
    In the Account Summary, you can check your account balance, see when your next payment is due and minimum payments details.

    View and track your recent orders:
    Select 'View Order History'. You can check your last 30 orders and also find out how your parcels are being processed through our delivery system.

    Arrange a return:
    Select 'Book & Track your Returns'. You can arrange a collection on a day that suits you, as well as check the status of your recent returns. We will replace or refund most items provided they are returned complete, unused and in their original packaging wherever possible within 14 days of receipt. For full details, please see our Returns Policy.

    Make and manage your payments:
    Select 'Payments'. Within this section, you can make debit or credit card payments. You can also set up a direct debit in this section, so that you never miss a payment.
    How do I reset my password?
    You can request to reset your password by clicking here.

    After submitting the required details, we will email a password reset link to your email address.

    Upon receiving the email, click on the link and you will be taken to a secure page to reset your password. Please be aware, the password reset link is only valid for that day and will expire overnight.
    How do I go paperless?
    It is fast and easy to register for Paperless Billing. By doing so, you are opting to stop receiving paper statements.

    Paperless billing allows you to quickly and securely view your last 12 statements whilst logged in to 'My Account'. As well as being convenient, safe and secure.

    To register, whilst logged in and within 'My Account', select 'Personal Details' and then 'Contact Preferences'. Once within this section, under 'Statements' select the option 'I want to receive Online Statements'. We will send you a monthly email to let you know that your statement has been processed and is available to view via a secure area on our website.

    If you choose to opt back in to receiving paper statements, simply follow the same steps and click "I want to receive: Paper and Online Statements". Your next statement will then be posted to you.

    When you open a credit account you will automatically be registered to receive paper statements. You will be given the opportunity every month to opt in to receive online statements in the future, should you prefer this method.

    Please note, by choosing to opt-out of paper statements you will lose the option to pay by cheque, postal order or bank giro as a giro slip is not attached to your online statement. You will still have the option to make payments using your credit/debit card or by monthly Direct Debit.

    Responsibility for ensuring a credit account is managed correctly lies solely with the account holder. If for any reason, you fail to make payments on two consecutive statements we will revert to sending you paper statements. Once your account is up to date, you will revert back to online statements.

    How do I sign up for emails?
    If you sign up to receive our newsletters and emails, to help make sure you get them you need to add our email address to your address book.

    We send you two types of emails; ones that contain special offers and style advice, and ones that contain important information.

    To guarantee you always get both sets, you need to add these two emails to your safe senders list or address book:

    customerservices@services.fgh-uk.com

    freemans@email.freemans.com

    For instructions on how to add emails to your safe senders list click here.
    How do I unsubscribe from your emails?
    You can manage and update your marekting preferences by clicking here.

    If you do not have an account with us:

    For emails, please click the ‘unsubscribe’ link at the bottom of the email. For texts, please follow the STOP instructions included within the text message

    For further information on our privacy policies, click here.
    How do I update my details?
    If you have registered your account with us, you are able to change your details online, in the 'My Account' pages. Log in, select the 'Personal Details' option, then select the 'Edit Details' option. Alternatively, you are able to notify one of our advisers of the required change to your information via WebChat or email on our Contact Us page or by calling 0333 200 8077.

    To amend the name on the account, you must contact our Customer Services Team. Please note, we require proof of name change, for example, Passport, Driving License, Deed Poll, Certificate of Marriage / Divorce, etc.

    Any information that is changed on your account will take 24 hours to update. Please note that any orders placed before our records are fully updated will default to using your old details.
    What are Personal Recommendations?
    Our personal recommendations are a great way to discover new products.

    We determine your interests and preferences based on items you have bought, added to your bag, saved for later or viewed. We then compare your items to those of other customers to recommend products that are likely to be of interest to you.
    What are saved items?
    If you find items you like the look of but are not ready to buy yet, you can add them to your 'Saved Items' so you can find them easily on your next visit.

    These items will appear within your 'Saved Items' section for 30 days, so you can come back later and complete your purchase. We'll even recheck the stock status for you.

    If you decide you don't want the items in your Saved Items you can simply click 'remove from list'. You will only be able to see items from the PC you used to create your Saved Items.
    What is an account number?
    When you place your first order with us, we will automatically create a unique customer number for you. This will be your account number, which we will use to identify you when you log into your account or when you contact us via webchat, email or telephone.
    What is 'Remember Me'?
    'Remember Me' is a feature that allows us to recognise you when you come back to our website, so that you don't need to give us your e-mail address or account number again.

    When returning to the website, we will simply ask you for your password. This is to ensure that your account details remain secure, whilst making it easier to shop with us.

    To enable 'Remember Me', simply tick 'Remember me on this computer' when you next log in.

    Depending on the internet browser you use, you may be able to store passwords and other login details so that they auto-populate when the username typed in. This is separate to our 'Remember Me' facility. You should ensure that you keep your details secure.

    For more information on how to stay secure online, click here.
    1. No purchase necessary to enter the draw.
    2. Entrants must be aged 18 or over and a UK resident.
    3. The closing date for entries is midnight on Wednesday 30th September. Any entries received after this date will be invalid.
    4. Only one entry per person allowed. Multiple entries will be discarded.
    5. The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered into.
    6. The draw will take place on Friday 2nd October and the winner will be notified via Facebook. Confirmation of prize acceptance is required within 48 hours.
    7. Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.
    8. The prize is the following:

    *Available in any size

    9. The promoter will use the photographs and details supplied at the time of entry for promotional and publicity purposes, online and off, now and in the future.
    10. All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    11. Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    12. The judge’s decision is final and no correspondence will be entered into.
    13. Freemans Plc is authorised and regulated by the Financial Conduct Authority No. 311341, in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37. Visit our privacy policy at www.Freemans.com/privacy.
    14. The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freemans website.
    Product Review Monthly PRIZE DRAW
    1. Should you wish to opt out of the free prize draw then please contact us via prizedrawoptout@fgh-uk.com

    2. Promotion open to residents of Great Britain, aged 18 or over, excluding anyone professionally connected with this promotion.

    3. To enter, simply write a review of any product you have purchased on freemans.com within that month and you will be entered into the monthly prize draw.

    4. Each month, one entry will be registered per product review that has been validly submitted by you and accepted by the Promoter during that month.

    5. For each additional product review you submit in the month, an additional entry will be registered for that month’s prize draw. Automated or bulk entries will not be accepted.

    6. Start Date: This promotion will be run monthly on the second day of every month from 2nd April 2024.

    7. Closing Date: Entries must be received for each month’s draw online by 23:59 on the first day of every month.

    8. We reserve the right to terminate the Prize Draw at any point.

    9. There is one prize each month, being £100, which is to be paid by cheque in the name of the winning recipient.

    10. The winner will be the entrant drawn monthly at random from all valid submitted entries. The winners will be selected and notified by email within 14 days of each monthly closing date.

    11. The prize will be sent in the post to the winner following such notification within a further 31 days.

    12. In the event that any winner refuses acceptance of the prize or, for whatever reason, cannot accept the prize, or if the Promoter is unable to make contact with any winner within 14 days of the draw, the Promoter reserves the right to re-draw the prize and award it to an alternative winner.

    13. The selection of the winning entries will be supervised by an independent person. The result of the prize draw is final and binding in all matters and no correspondence will be entered into.

    14. The monthly winners’ details (name and county) will be available for six weeks from the last day of each month by sending a SAE to Freemans PLC, FAO Legal Department. 66-70 Vicar Lane, Bradford, BD99 2XG to be received on or after the last day of each month.

    15. Proof of submitting your entry is not proof of receipt of an entry by the Promoter. The Promoter is not responsible for any entries that fail to be submitted for any technical reason whatsoever. Entries submitted by any other means (including by email and post) will be rejected.

    16. The Promoter reserves the right to remove or to refuse to post any submission for any reason and any refused posts will not be entered into the prize draw. In writing your review, you acknowledge that you, not the Promoter, are responsible for the contents of your submission.

    17. The prize is as stated, is non-transferable and no cash alternative is available. The Promoter reserves the right to award an alternative prize of equal or greater value, should the advertised prize or any part of it become unavailable for any reason.

    18. The Promoter reserves the right to cancel, amend, terminate or temporarily suspend this promotion in the event of any unforeseen circumstances or technical reason outside its reasonable control, with no liability to any entrants or third parties.

    19. By taking part in the promotion, entrants agree to be bound by these terms and conditions. Any breach of these terms and conditions by the winner may result in forfeiture of their prize.

    20. This promotion and these terms and conditions are governed by English law and subject to the exclusive jurisdiction of the English courts.

    No purchase necessary to enter the draw.
    Entrants must be aged 18 or over and a UK resident.
    The closing date for entries is midnight on 26th April 2020. Any entries received after this date will be invalid.
    Only one entry per person allowed. Multiple entries will be discarded.
    The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered in to.
    The draw will take place on 27th April 2020 and the winner will be notified via Facebook. Confirmation of prize acceptance is required within 48 hours.
    Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.
    The prize is the Joe Brown's item chosen from the post (subject to stock availability).
    The promoter will use the photographs and details supplied at the time of entry for promotional and publicity purposes, online and off, now and in the future.
    All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    The judge’s decision is final and no correspondence will be entered into.
    Entry into the draw is deemed as acceptance of these rules.
    The promoter is Freemans plc. Registered Address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG. Registered in England and Wales company number 321643.
    Freemans Plc is authorised and regulated by the Financial Conduct Authority (No 311341) in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37.
    The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freeman's website.
    1. No purchase necessary to enter the draw.
    2. Entrants must be aged 18 or over and a UK resident.
    3. The closing date for entries is midnight on Thursday 19th November. Any entries received after this date will be invalid.
    4. Only one entry per person allowed. Multiple entries will be discarded.
    5. The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered into.
    6. The draw will take place on Friday 20th November and the winners will be notified via Instagram. Confirmation of prize acceptance is required within 48 hours.
    7. Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions. 8. The prize is £250 to spend on the Freemans website.
    9. The promoter will use the photographs and details supplied at the time of entry for promotional and publicity purposes, online and off, now and in the future.
    10. All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    11. Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    12. The judge’s decision is final and no correspondence will be entered into.
    13. Freemans Plc is authorised and regulated by the Financial Conduct Authority No. 311341, in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37. Visit our privacy policy at www.Freemans.com/privacy.
    14. The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freemans website.
    No purchase necessary to enter the draw.
    Entrants must be aged 18 or over and a UK resident.
    The closing date for entries is midnight on 14th July 2019. Any entries received after this date will be invalid.
    Only one entry per person allowed. Multiple entries will be discarded.
    The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered in to.
    The draw will take place on 15th July 2019 and the winner will be notified via Facebook. Confirmation of prize acceptance is required within 48 hours.
    Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.
    The prize is one of the four doorstops shown in the post (one doorstop per person), so 4 prizes in total. (subject to stock availability)
    The promoter will use the photographs and details supplied at the time of entry for promotional and publicity purposes, online and off, now and in the future.
    All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    The judge’s decision is final and no correspondence will be entered into.
    Entry into the draw is deemed as acceptance of these rules.
    The promoter is Freemans plc. Registered Address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG. Registered in England and Wales company number 321643.
    Freemans Plc is authorised and regulated by the Financial Conduct Authority (No 311341) in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37.
    The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freeman's website.
    No purchase necessary to enter the draw.
    Entrants must be aged 18 or over and a UK resident.
    The closing date for entries is midnight on 21st June 2020. Any entries received after this date will be invalid.
    Only one entry per person allowed. Multiple entries will be discarded.
    The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered in to.
    The draw will take place on 22nd June 2020 and the winner will be notified via Facebook. Confirmation of prize acceptance is required within 48 hours.
    Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.
    The prize is the Pentax binoculars worth £120 shown in the post (subject to stock availability).
    All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    The judge’s decision is final and no correspondence will be entered into.
    Entry into the draw is deemed as acceptance of these rules.
    The promoter is Freemans plc. Registered Address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG. Registered in England and Wales company number 321643.
    Freemans Plc is authorised and regulated by the Financial Conduct Authority (No 311341) in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37.
    The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freeman's website.
    No purchase necessary to enter the draw.
    Entrants must be aged 18 or over and a UK resident.
    Only one entry per person allowed. Multiple entries will be discarded.
    To enter, fans must comment, following the instructions for each individual day, as outlined in the post for that specific day.
    The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered in to.
    The opening date for the prize draw is 2nd December 2019 and then there will be a different giveaway each day, until 13th December, ending at midnight of each specific day of that prize draw. Any entries received after this date will be invalid.
    The winners will be notified via Facebook as soon as possible once each draw ends. Confirmation of prize acceptance is required within 48 hours.
    Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.
    The prize is the prize or prizes featured in the post for that specific day (subject to stock availability). For Day 12, the Virgin Experience Day (one night country hotel escape for 2), there is the choice of 23 hotels - some rural locations and some town and city locations and the voucher is valid for 9 months from purchase. For more info please click here
    The promoter will use the photographs and details supplied at the time of entry for promotional and publicity purposes, online and off, now and in the future.
    All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    The judge’s decision is final and no correspondence will be entered into.
    Entry into the draw is deemed as acceptance of these rules.
    Freemans Version The promoter is Freemans plc. Registered Address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG. Registered in England and Wales company number 321643.
    Freemans Plc is authorised and regulated by the Financial Conduct Authority (No 311341) in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37.
    The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freeman's website.
    No purchase necessary to enter the draw.
    Entrants must be aged 18 or over and a UK resident.
    The closing date for entries is midnight on 17th May 2020. Any entries received after this date will be invalid.
    Only one entry per person allowed. Multiple entries will be discarded.
    The winner will be drawn at random from the entries received. The result will be final and no correspondence will be entered in to.
    The draw will take place on 18th May 2020 and the winner will be notified via Facebook. Confirmation of prize acceptance is required within 48 hours.
    Should the promoter be unable to contact the winner, or does not receive a response within 48 hours, the promoter reserves the right to award the prize to an alternative winner, selected in accordance with these terms and conditions.
    The prize is the Russell Hobbs Inspire Kettle & Toaster Set shown in the post (subject to stock availability).
    The promoter will use the photographs and details supplied at the time of entry for promotional and publicity purposes, online and off, now and in the future.
    All prizes are non-transferable and are not redeemable towards any other offers. There is no cash alternative for the prize.
    Those involved in the promotion and execution of this prize draw, as well as employees of the company and their relatives, are not eligible for entry.
    The judge’s decision is final and no correspondence will be entered into.
    Entry into the draw is deemed as acceptance of these rules.
    The promoter is Freemans plc. Registered Address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG. Registered in England and Wales company number 321643.
    Freemans Plc is authorised and regulated by the Financial Conduct Authority (No 311341) in respect of consumer credit activities. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG, registered in England and Wales company number 321643. VAT number GB 557 1452 37.
    The promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook. You understand that you are providing your information to Freemans. When you take part in this promotion, your data will be processed in accordance with the Promoter’s privacy policy which is located on the Freeman's website.
    How does the flexi account work?
    You will be allocated a credit limit on application and can purchase items up to that limit and with no minimum order value. You will be issued with a monthly statement showing the current balance, flexi3 payment required to avoid interest, the minimum payment required (5% of balance/£5 minimum) and the payment due date.

    At this point, you can choose how you pay:

    • Pay off the balance in full and pay no interest.

    • Make the flexi3 payment, which splits the value of your purchase into 3 equal instalments and pay no interest.

    • Spread your payments over time to suit your needs, as long as you make the minimum payment. If you choose this option, your balance will incur interest.

    Representative Example: Goods ordered and credit provided for £1000. Interest rate 39.94% variable per annum (2.840% per Month) Representative 39.9% APR variable.

    If you repay the amount of credit over a 3-month period, in equal monthly instalments, the total amount payable will be £1000.00, and your payment breakdown would be as follows:
    Month One: £333.33
    Month Two: £333.34
    Month Three: £333.33

    If you pay less than the flexi3 payment, your flexi3 balance moves to a flexiway balance, at Representative 39.9% APR Variable. Your flexiway balance is a revolving credit agreement and works in a similar way to a credit or store card. (you need to pay at least 5% or £5, whichever is higher, to avoid fees and arrears). For example:

    If you repay the amount of credit over a 12-month period, in equal monthly instalments, the total charge for credit will be £183.86 and the total amount repayable will be £1183.86. The repayments you make include interest.

    You can pay your total balance in full at any time and pay no additional interest.

    Provided you are up to date with the payments due on your account, you can use flexi3 to pay for any new purchases.

    Example;
    If you make purchases totalling £300 in the first statement period and wish to use flexi3, you will then need to pay at least £100 for the next three months so that you do not have to pay any interest on these purchases. We call each of these £100 instalment payments, your flexi3 Payment. The £300 is your flexi3 Balance.

    If in month 2, you choose to pay £50 instead of the £100 Flexi3 Payment, you would be using Flexiway because the payment you are making is less than the £100 that is due as your Flexi3 Payment for that month. The £50 payment you make would still however cover the Minimum Payment due (being 5% of the remaining £200 that is due so £10). You would then incur interest on your balance from the date of your previous statement until you pay the balance in full. This is because that balance due would now be your Flexiway Balance, rather than your Flexi3 Balance.

    If you then make new purchases, for example for a new purchase for £500, flexi3 would be available on that new purchase. This means that you could spread the cost of that £500 purchase over the next three months and not pay any interest on them.

    However, you would now need to make the flexi Account Payment to us to ensure that the new purchase of £500 remained interest free. The flexi Account Payment would apply as you would now have a flexi3 Balance (£500) and a flexiway Balance (£150). If you choose to pay less than the flexi Account Payment, interest would be payable on the new purchase, and it would also become part of your flexiway Balance. All amounts due will be clearly shown on your monthly statement.

    How do I open an Account?
    To open a Flexi Credit Account, select the items that you want to purchase from our website and add them to your Shopping Bag. Once you have finished shopping, view your shopping bag and click 'Checkout Securely' and register for an account. After filling in some basic details, click ‘Continue’, then select the delivery options that you require and click 'Continue' again. Please note, for security reasons the first order you place on your flexi account must be delivered to your home address.

    Once on the 'Confirm & Pay' page, select the 'Flexi Account' as the payment option and you will be asked to provide the information required to check your eligibility. We use the details you have provided to run a quotation (soft) credit search to check against our acceptance criteria. You will be able to see this search on your credit file but other lenders won’t, so your credit score will be unaffected. We are required to complete a thorough credit check and affordability assessment before approving a credit account to ensure we lend responsibly and that our customers can afford the repayments.

    If the eligibility check is successful and you decide to proceed then simply click ‘Accept and Apply’. This will trigger your account to be opened (subject to successful ID verification) and at this point we will record a full (hard) credit search on your credit file. This search will be visible to other lenders and so can impact your credit score. You will then be shown some account preference options and will receive a welcome email. Your first statement will be produced 17 days after you open your account.

    If we are not able to approve your application, you will receive a letter or email advising you of the primary reason for this decision and the options available to you.
    Why has my application been declined?
    We are required to complete a thorough credit worthiness and affordability assessment before we open a credit account to ensure we lend responsibly and that our customers can afford the repayments. We are also required to complete Fraud, money laundering and identity verification checks. If we are not able to approve your application, then you will receive a letter or email advising you of the primary reason for this decision and the options available to you.
    What if I change my mind?
    You have the right to withdraw from the agreement, without giving us any reason, within 14 calendar days beginning with either (1) the day after the agreement was made (2) when we tell you the credit limit which applies to your credit agreement, whichever is the later.

    To withdraw, you must let us know. You can do this by writing to us at Freemans PLC, 66 – 70 Vicar Lane, Bradford, BD99 2XG or by telephoning us on 0333 200 8068.

    If you withdraw you will have to repay any credit and any interest used from the date the credit was provided, up until the date of repaying it. These payments must be made no later than 30 days after letting us know that you want to withdraw. You can repay any credit and interest to us by using any payment method set out in your statement.

    If you wish to close your account, please contact us via our Contact Us page. We will need to ensure your account has no balance and no pending transactions before we can close it.
    How much will the credit cost me?
    The rate of interest is 39.94% per annum (variable)

    How interest is charged will depend on what is included within that balance:

    (i) Where a flexi3 Payment or a flexi Account Payment (whichever is requested) is paid by the date set out in your statement (or such later date as we may allow) no interest will be charged on flexi3 Balances for the statement period.

    (ii) Where a flexi3 Payment or a flexi Account Payment (whichever is requested) is not paid by the date set out in your previous statement (or such later date as we may allow) the flexi3 Balance set out on your last statement will move to become part of the flexiway Balance and interest will be charged at the rate set out above until payment of the full flexiway Balance has been paid. Once a flexi3 Balance has become part of the flexiway Balance it cannot move back.

    (iii) You can choose to use flexi3 again for future purchases, but you must keep up to date with the payments due on your account. As long as you pay the flexi3 Payment or the flexi Account Payment due (whichever is requested on your statement), you will again not pay any interest on any new flexi3 Balance.

    Interest will be charged on a daily basis on the flexiway Balance from the date of your previous statement or from the date your purchases were despatched where your items were shipped in the preceding statement period, until the flexiway Balance is paid in full.

    We can change the rate of interest charged to you from time to time and will do so as set out in your Agreement (see clause 14 for details).
    How do I manage my account online?
    You can manage your account online 24/7 using the My Account section on our website. You can use My Account for a variety of things including:

    • Checking the status of your orders

    • Arranging returns

    • Checking your statements

    • Making a payment via Debit or Credit Card

    • Setting up a Direct Debit

    • Changing your statement, credit limit or marketing preferences.

    • Updating your contact details (including email address)

    • Accept or reject credit limit increase offers

    You will be automatically registered for My Account when you open a credit account and will be asked to set up some security information the first time you log in. We use strict security measures to ensure your account and personal details are safe.
    How much do I need to pay when I get my statement?
    You will be issued with a monthly statement with a choice of payment options

    1. flexi3 Payment or a flexi Account Payment (whichever is requested). Pay at least this amount to pay no interest on your flexi3 balance. If you pay less than this amount your remaining flexi3 balance will move to your flexiway balance and incur interest at your account rate. This amount includes your minimum payment.

    2. Minimum payment, this is the minimum amount you need to pay. If you pay less than the flexi3 Payment or flexi account payment amount your remaining flexi3 balance will move to your flexiway balance and incur interest at your account rate.

    Please note if you only make the minimum payment each month, it will take you longer to pay off your balance and cost you more.

    Please see How can I make payments? for further information on making payments.
    What happens if I return any of my purchase?
    If you return some, but not all, of your purchases that make up the flexi3 Balance, you must still pay the full flexi3 Payment or the flexi Account Payment (whichever is requested) shown on your statement in order to avoid paying interest.

    If you return all of your purchases that make up your flexi3 Balance and these are received by us before your next statement is produced, you will no longer need to pay the flexi3 Payment or the flexi Account Payment. You must however, pay any minimum payment that is due.

    Any remaining credit will be allocated against future purchases or you can request a refund by contacting us
    What do I do if I can’t make my repayments?
    If you are struggling to make your repayments, then please visit our Financial Difficulties page to find out how we can help, or call 0333 200 5734 Monday to Friday 8am to 6pm. Calls cost your standard fee, networks may vary.
    How do I choose between paper and online statements?
    All customers with a balance will receive an online (paperless) statement each month and will be notified via email when it is available to view in My Account. If you would also like to receive a paper statement in the post, you can update your statement preference at any time via the ‘Contact Preferences’ section in My Account on our website, or by calling Customer Services on 0333 200 8077 (check with your provider for details of the call costs, as networks may vary, lines open Monday to Saturday, 8am to 6pm). New customers will be given the option to set a statement preference when opening a new credit account.

    We may occasionally still send you important communications by post and if your account is in arrears you will receive a paper statement regardless of your statement preference. If your account is not in arrears but you are still receiving paper statements, then it may be worth checking the email address we hold for you is accurate.
    Where can I find my credit agreement?
    To view your Credit Agreement, log in to My Account, select ‘Credit Account’ from the options menu and scroll down to the ‘My Agreements’ section.
    How do I close my account?
    If you wish to close your account, please contact us via our Contact Us page. We will need to ensure your account has no balance and no pending transactions before we can close it.

    Please be aware, we may need to keep certain financial information for up to 7 years after the account is closed. We will only keep information that we are legally obliged to. For information on our data policies, click here.
    How does the Flexiway (Credit) account work?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    Our credit account can be used to purchase items from our website and several other sister sites. It works in a similar way to a credit or store card in that you will be allocated a credit limit and can purchase items up to that limit (subject to status). You will be issued a statement each month showing the current balance, the minimum payment required (5% of your outstanding balance, subject to a £5 minimum) and the payment due date. You can choose to pay off the balance in full to avoid interest being charged, or you can spread your payments over time to suit your needs. You just need to ensure that the minimum payment reaches us by the due date each month. If you choose to only pay the minimum payment, it will cost you more and take you longer to repay. Interest is calculated from the date of delivery of the goods.

    Your first statement will be produced 17 days after you open your account and then on the same day each month subsequently, although you can change your payment date if you wish. Payments are due 7 days before your next statement date. Statements are issued online (paperless) via the My Account section of our website, however you can choose to also receive a paper statement in the post if you wish. You will be notified via email (and SMS where applicable) each month when your latest statement is available to view in My Account.

    Representative Example: Goods ordered and credit provided £1000. Interest rate 39.94% variable per annum (2.840% per Month) Representative 39.9% APR variable. If you repay the amount of credit over a 12-month period, in equal monthly instalments, the total charge for credit will be £183.86 and the total amount repayable will be £1183.86. The repayments you make include interest.
    Our credit account can be used to purchase items from our website and several other sister sites. It works in a similar way to a credit or store card in that you will be allocated a credit limit and can purchase items up to that limit (subject to status). You will be issued a statement each month showing the current balance, the minimum payment required (5% of your outstanding balance, subject to a £5 minimum) and the payment due date. You can choose to pay off the balance in full to avoid interest being charged, or you can spread your payments over time to suit your needs. You just need to ensure that the minimum payment reaches us by the due date each month. If you choose to only pay the minimum payment, it will cost you more and take you longer to repay. Interest is calculated from the date of delivery of the goods.

    Your first statement will be produced 17 days after you open your account and then on the same day each month subsequently, although you can change your payment date if you wish. Payments are due 7 days before your next statement date. Statements are issued online (paperless) via the ‘My Account’ section of our website, however you can choose to also receive a paper statement in the post if you wish. You will be notified via email (and SMS where applicable) each month when your latest statement is available to view in ‘My Account’.

    Representative Example: Goods ordered and credit provided £1000. Interest rate 39.94% variable per annum (2.840% per Month) Representative 39.9% APR variable. If you repay the amount of credit over a 12-month period, in equal monthly instalments, the total charge for credit will be £183.86 and the total amount repayable will be £1183.86. The repayments you make include interest.
    To open a Flexiway Credit Account, select the items that you want to purchase from our website and add them to your Shopping Bag. Once you have finished shopping, view your shopping bag and click 'Checkout Securely' and ‘New to Us’. After filling in some basic details, click ‘Continue’, then select the delivery options that you require and click 'Continue' again. Please note, for security reasons the first order you place on your Flexiway Account must be delivered to your home address.

    Once on the 'Confirm & Pay' page, select the 'Flexiway Account' as the payment option and you will be asked to provide the information required to check your eligibility. We use the details you have provided to run a quotation (soft) credit search to check against our acceptance criteria. You will be able to see this search on your credit file but other lenders won’t, so your credit score will be unaffected. We are required to complete a thorough credit check and affordability assessment before approving a credit account to ensure we lend responsibly and that our customers can afford the repayments.

    If we are not able to approve your application, you will receive a letter or email advising you of the primary reason for this decision and the options available to you.

    If the eligibility check is successful and you decide to proceed then simply click ‘Accept and Apply’. This will trigger your account to be opened (subject to successful ID verification) and at this point we will record a full (hard) credit search on your credit file. This search will be visible to other lenders and so can impact your credit score. You will then be shown some account preference options and will receive a welcome email the following day with a link to your credit agreement. Your first statement will be produced 17 days after you open your account.

    We are required to complete a thorough credit worthiness and affordability assessment before we open a credit account to ensure we lend responsibly and that our customers can afford the repayments. We are also required to complete Fraud, money laundering and identity verification checks. If we are not able to approve your application, then you will receive a letter or email advising you of the primary reason for this decision and the options available to you.
    What if I change my mind?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    Once the account has been opened, you have the right to change your mind without giving a reason for a period of 14 days. This period will start either the day after the account is opened or the day after you have received a copy of the concluded Credit Agreement, whichever is the later. If you wish to withdraw from this agreement, you must notify us by calling us on 0333 200 8077, email via our Contact Us page, or by writing to us at 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG before the end of the 14-day withdrawal period. Once you have exercised your right to withdraw, you must repay the credit and any interest accrued on it as soon as possible and not later than 30 days after you have told us that you want to withdraw. If you want to close the account after the 14-day withdrawal period, follow the instructions in the ‘How do I close my account’ section below.
    How much will the credit cost me?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    If you pay off the full balance by the due date, then you won’t pay any interest and will only pay the cost of the items you purchased. If you do not pay off the full balance, then you will be charged interest on the remaining balance from the date of the delivery of the goods (for new purchases) or since your last statement. Your monthly interest rate is detailed on your statement. You can choose how much you pay each month, so long as you pay at least the minimum payment, detailed on your statement. If you choose to only pay the minimum payment, it will cost you more and take you longer to repay and you are at risk of Persistent Debt (Click here for more information).

    Representative Example: Goods ordered and credit provided £1000. Interest rate 39.94% variable per annum (2.840% per Month) Representative 39.9% APR variable. If you repay the amount of credit over a 12-month period, in equal monthly instalments, the total charge for credit will be £183.86 and the total amount repayable will be £1183.86. The repayments you make include interest.
    How do I manage my account online?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    You can manage your account online 24/7 using the My Account section on our website. You can use My Account for a variety of things including:

    • Checking the status of your orders
    • Arranging returns
    • Checking your statements
    • Making a payment via Debit or Credit Card
    • Setting up a Direct Debit
    • Changing your statement, credit limit or marketing preferences.
    • Updating your contact details (including email address)
    • Accept or reject credit limit increase offers

    You will be automatically registered for My Account when you open a credit account and will be asked to set up some security information the first time you log in. We use strict security measures to ensure your account and personal details are safe.
    What is the minimum repayment amount?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    The minimum payment required each month is 5% of your outstanding balance, subject to a £5 minimum, and will be clearly indicated on your monthly statement. Please ensure that the minimum payment reaches us by the due date each month to avoid fees and missed payments on your credit file.

    If you choose to always pay the minimum payment, it will cost you more and take you longer to repay. If you are at risk of Persistent Debt, we may ask you to increase your monthly payment amount. If this happens, we will inform you by letter.
    What happens to my minimum payment requirement if I return goods?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    If you return goods then this will reduce your overall balance once they have been received, but your minimum payment will not be recalculated until your next statement is produced. Please ensure you always pay at least the minimum payment amount shown on your last statement to avoid fees and missed payments on your credit file.
    What do I do if I can’t make my repayments?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    If you are struggling to make your repayments, then please visit our Financial Difficulties page to find out how we can help.
    All accounts are only available to people aged 18 or over. Subject to status.
    If you choose the minimum payment option the amount of your repayments will change every month as it will be calculated based on 5% of your outstanding balance (subject to a £5 minimum). If you choose this option interest will be charged at representative 39.9% APR variable.

    Representative Example: Goods ordered and credit provided £1000. Interest rate 39.94% variable per annum. Representative 39.9% APR variable. The credit agreement is open ended in duration.

    The APR you have or are offered may differ from the representative APR.

    If you choose to always pay the minimum payment, it will cost you more and take you longer to repay.
    How do I choose between paper and online statements?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    All customers with a balance will receive an online (paperless) statement each month and will be notified via email when it is available to view in My Account. If you would also like to receive a paper statement in the post, you can update your statement preference at any time via the ‘Contact Preferences’ section in My Account on our website, or by calling Customer Services. New customers will be given the option to set a statement preference when opening a new credit account.

    We may occasionally still send you important communications by post and if your account is in arrears you will receive a paper statement regardless of your statement preference. If your account is not in arrears but you are still receiving paper statements, then it may be worth checking the email address we hold for you is accurate.
    Where can I find my credit agreement?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    To view your Credit Agreement, log in to My Account, select ‘Credit Account’ from the options menu and scroll down to the ‘My Agreements’ section.
    All credit accounts have a credit limit which represents the maximum balance you can have on your account at any time. Your credit limit will be allocated during the application process, but can increase or decrease in the future depending on your circumstances. Your ‘available to spend’ is your credit limit minus the current balance on your account.
    To view our Persistent Debt information, click here
    How do I close my account?
    FOR FLEXIWAY ACCOUNTS OPENED PRE 29/02/24

    If you wish to close your account, please contact us via our Contact Us page. We will need to ensure your account has no balance and no pending transactions before we can close it.

    Please be aware, we may need to retain certain financial information for up to 7 years after the account is closed. We will only retain information that we are legally obliged to. For information on our data policies, click here.
    Lenders assess a customer’s creditworthiness to determine the amount they are willing to lend and the terms that they will lend on, and part of this assessment may include referral to your credit file. If you would like to view or check your credit file you can contact the following agencies:

    Consumer Services Team, TransUnion International UK Ltd, PO Box 491, Leeds, LS3 1WZ

    Equifax Ltd, Customer Service Centre, PO Box 10036, Leicester, LE3 4FS

    Customer Support Centre, Experian Ltd, PO Box 8000, Nottingham, NG80 7WF
    What is a credit limit?
    All credit accounts have a credit limit which represents the maximum balance you can have on your account at any time. Your initial credit limit will be allocated during the application process but can increase or decrease in the future depending on your circumstances. You will always be informed of any changes to your credit limit. Your ‘available to spend’ is your credit limit minus the current balance on your account.
    How do I find out what my credit limit is?
    Your credit limit is shown on your monthly statement. You can also check it online in My Account.
    Why has my credit limit changed?
    We review your account every month to check your credit limit is appropriate. If we think you might need a higher credit limit and can afford it, we may offer to increase it. We will always give you at least 28 days’ notice before increasing your credit limit and you will have the choice on whether to accept or refuse the increase. If your limit is not being used, or we consider you at risk of financial difficulties, then we may decrease your credit limit.
    Can I increase my credit limit?
    We review your credit account regularly to check your credit limit is appropriate and may contact to you to offer to increase it, giving you at least 28 days’ notice. If you would like to ask for an increase, please get in touch via Webchat or email from our Contact Us page or by calling us on 0333 200 3035 and we will review your request.

    Before you increase your limit, it’s important to consider whether your financial circumstances might change in the future and to make sure that if they did, you could afford the repayments. Increasing the amount you spend means that your monthly payments will also increase. It may also take you longer and cost you more to repay. We will not increase your credit limit where we consider you are at risk of financial difficulties.
    How do I decrease my credit limit?
    Yes, you can decrease your limit at any time by contacting us via Webchat or email from our Contact Us page or by calling us on 0333 200 3035. We will action your request immediately so long as your new limit is not lower than your current balance.
    How do I control or opt out of offers to increase my credit limit?
    You have control over if and how you receive credit limit increase offers from us. The easiest way to change your preference is online – simply go to the credit account section in My Account. Alternatively, you can get in touch via Webchat or email from our Contact Us page or by calling 0333 200 3035. You have 3 options:

    1) We can offer you credit limit increases that will be applied automatically 1 month later.
    We will write to you to advise of the increase and you will have the option to refuse it before it is applied. by calling us before it is applied.

    2) We can offer you credit limit increases but you must contact us to accept it.
    We will write to you to advise of the increase however you must confirm within 1 month to confirm that you want to accept the increase. If we don’t hear from you, it won’t be applied.

    3) We cannot offer you credit limit increases.
    We won’t ever offer you a credit increase.

    You can confirm or refuse credit limit increase offers, or change your preference, in My Account, on Webchat or email via our Contact Us page or by calling us on 0333 200 3035.

    Please note that regardless of your preference we will not offer to increase your credit limit where it is not affordable, or we consider you at risk of financial difficulties.
    How do I accept or refuse an offer to increase my credit limit?
    You can confirm or refuse credit limit increase offers in My Account, on Webchat or email via our Contact Us page or by calling us on 0333 200 3035.
    What happens if I am over my credit limit?
    If your balance is higher than your credit limit then please make a payment as soon as possible to reduce your balance. We report both your balance and credit limit to the credit reference agencies so being over your limit may impact your credit rating.
    What is Buy Now Pay Later?
    Buy Now Pay Later (BNPL) is a payment option available to eligible Flexiway or Flex account customers (not currently available on flexi accounts) that allows you to delay payments for up to 12 months. It is only available when you purchase goods with a bag value of £100 or more.

    You are not required to make any payments in the BNPL offer period, but the amount you choose to pay will impact the amount of interest you are charged. If you pay off the full amount at any time before the end of the offer period, you won’t pay a penny in interest. BNPL balances are considered when we calculate your overall account balance and the amount you still have available to spend.
    How do I make purchases on Buy Now Pay Later?
    To make purchases on Buy Now Pay Later, add your chosen items to your bag (minimum spend £100), proceed to checkout and log in.

    After confirming your delivery details, select to pay using your flexiway (or Flex) account. If you are eligible, a BNPL option will appear. Select this option and you will be provided with information on how it works and a bespoke quotation. Click ‘Agree and Accept’ to proceed and then ‘Place Order’ to confirm.
    How much interest will I pay?
    You are not required to make any payments in the BNPL offer period, but the more you pay off, the less interest you will pay.

    • If you pay off the full amount at any time before the end of the offer period, you won’t pay a penny in interest.

    • If you pay off some of the balance during the offer period, you will incur interest on the BNPL balance that is remaining at the end of the offer period.

    • If you don’t pay anything during the offer period, you will pay interest on the full value of the BNPL purchase.

    Where applicable, interest is calculated from the date of delivery of the goods until the end of the 12-month offer period, using your normal interest rate.
    What if I change my mind?
    Once you have made a purchase on Buy Now Pay Later (BNPL), you have the right to change your mind. You can return the goods within 14 days without being charged for the items, although you may still incur a delivery charge. If you decide after 14 days that you do not want the goods on BNPL, you can Contact Us and we will transfer them onto your normal account terms.
    What happens at the end of the offer period?
    If you have not repaid the balance in full, then we will contact you two months before the end of the offer period to remind you of what will happen next and the options available.

    At the end of the offer period the outstanding Buy Now Pay Later balance, plus any interest that is payable, will be added to your normal account balance. From this point, it will behave in the same way as any other balance on your account. It will be included in the balance we use to calculate your minimum monthly payment and will incur interest in the normal way.

    How do I make payments to my Buy Now Pay Later purchase?
    The easiest way to make payments to your Buy Now Pay Later (BNPL) purchase during the offer period is online via My Account. Alternatively, you can make payments by calling our Contact Centre, details can be found via Contact Us

    When making a payment, you must specify that you want it applied to your BNPL balance.

    Your monthly statement will show full details of all BNPL purchases. These purchases will not impact your monthly minimum payment amount, but they will contribute to your overall balance and the amount you have available to spend.

    If you have an outstanding account balance which is not part of your BNPL offer, you must make sure you continue to pay at least the monthly minimum payment detailed on your statement.
    Why isn’t Buy Now Pay Later available as a payment option?
    If Buy Now Pay Later does not appear as a payment option when you choose to pay with your flexiway or Flex account, then you are not currently eligible. Eligibility is based on a variety of factors such as age of account, credit score and account status. Eligibility is reassessed every month so if you are not currently eligible, you may be in the future. The most important thing is to ensure that your account stays up to date with payments.
    Do I still have to pay my minimum payment?
    If you have an outstanding account balance which is not part of your Buy Now Pay Later offer, you must make sure you continue to pay at least the monthly minimum payment detailed on your statement on or before the date specified.
    What will show on my statement?
    Your statement will show full details of all Buy Now Pay Later (BNPL) purchases. This information will be separate from any other purchases due for payment and will not be included within your outstanding balance or within your minimum monthly payment amount. All purchases (including BNPL) will be considered when calculating your overall balance and the amount you have still available to spend within your credit limit.
    Buy Now Pay Later (BNPL) is a payment option available to eligible flexiway or Flex account customers that allows you to delay payments for up to 12 months. It is only available when you purchase goods with a bag value of £100 or more.

    You are not required to make any payments in the BNPL offer period, but the amount you choose to pay will impact the amount of interest you are charged. If you pay off the full amount at any time before the end of the offer period, you won’t pay a penny in interest. BNPL balances are considered when we calculate your overall account balance and the amount you still have available to spend.
    What to do if I'm in financial difficulties?
    Please visit our Financial Difficulties section if you think you may struggle to pay or have missed payments already.
    Persistent Debt FAQs
    Click here for information.
    What is a credit report?
    A credit report is a record of your history of borrowing and repaying debt. It includes traditional lending products such as mortgages, loans and credit cards, but also other forms of credit such as utilities, mobile phones and home shopping. It also includes public information such as electoral roll records and insolvency data.

    Credit Reports are collated via a Credit Reference Agency (CRA). Lenders will typically access your report to see how much debt you have already and how well you have maintained repayments. They use this information to help assess how reliable a borrower you are and whether you can afford additional credit.
    How do I check my credit report?
    There are numerous websites that allow you to access the information in your credit report. Many of these, such as Credit Karma, are free of charge.
    What is a Credit Reference Agency?
    Companies that collate credit history data and provide credit reports are known as Credit Reference Agencies (CRA). There are 3 primary CRAs in the UK; TransUnion, Experian and Equifax.
    What information do you share with the Credit Reference Agencies?
    Once a month we send the Credit Reference Agencies up to date details of your credit account including the credit limit, current balance and payment status.
    What is credit scoring?
    Credit Scoring is the process of collating a range of information about an individual’s credit profile and history into a single number (score). This number estimates how likely you are to repay your debt and is used by lenders to help make decisions on whether to give you credit, how much you can borrow and on what terms.

    You do not have just one credit score. Each Credit Reference Agency has its own scoring mechanism and most lenders will create their own that is best suited to their customer base. Lenders will also choose to use scores in different ways.

    The best thing you can do to maintain a good credit score is to make sure you only borrow what you can afford and consistently make the required payments on time.
    Your Freemans flex account will be set up so that every month you have the option to:-
    • Pay the interest Opt Out Payment – this is based on your outstanding balance split into equal payments. Balances of £500 or more will be split into 12 equal monthly payments, balances under £500 will be split into 5 equal monthly payments.
    • Pay the minimum – choose to pay as little as only 5% of your outstanding balance, subject to a £5 minimum.(Representative 34.9% APR Variable)
    • Pay any amount from the minimum payment up to the full balance – choose to pay any amount from the minimum payment up to your full balance. Please note: No interest will be charged if you pay by the date specified on the statement, any amount from the amount specified for the interest opt out payment up to the full balance. If any amount below the interest opt out payment is paid interest of 34.94%(Representative 34.9% APR variable) will be charged on the balance brought forward from the previous month minus any payments made. Purchases on your previous statement will be subject to interest.
    Representative Example: Goods ordered and credit provided £1000. Interest rate 34.94% variable per annum. Representative 34.9% APR variable. The credit agreement is open ended in duration.

    Subject to an individual's circumstances, a rate of 39.9% APR variable may be offered. The APR you have or are offered may differ from the representative APR


    Points to note: If you choose to make the Minimum Payment one month, the following month you will be offered the choice to make either the Minimum Payment or the Interest Opt-Out Payment. In the case of the Interest Opt-Out Payment, this will be the outstanding balance, divided by the number of months remaining in the Interest Opt-Out period. If you choose to always pay the minimum payment, it will cost you more and take you longer to repay.

    The 5 or 12 month Interest Opt- Out Period is reset with each new purchase. Please note that the interest Opt-Out period will not be reset in the following instances:
    • When items are returned
    • When the account is in arrears
    Please remember that once opened, all subsequent orders will be added to your Freemans Flex account. All your other accounts will expire once your balance on those accounts is cleared.

    What is a Flex account and how does it work?
    FOR ACCOUNTS OPENED pre May 2019

    A Flex Account is an older version of our credit account that can be used to purchase items from our website and several other sister sites. We no longer offer this type of account, but some remain open with longer standing customers.

    It works in a similar way to a credit or store card in that you are allocated a credit limit and can purchase items up to that limit (subject to status). You will be issued a statement each month showing the current balance, the minimum payment required (5% of your outstanding balance, subject to a £5 minimum) and the payment due date.

    In addition to the minimum payment, the Flex account also has an ‘Interest opt Out’ payment. If you pay this amount or more, then you will not incur any interest in the month. The ‘Interest Opt Out’ payment is calculated based on your outstanding balance split into equal payments. Balances of £500 or more will be split into 12 equal monthly payments, balances under £500 will be split into 5 equal monthly payments.

    Your monthly statement will show how long your Interest Opt Out period is, and how far through this period you are. Each time a new purchase is made, the interest-opt-out period is reset; unless the account is in arrears.
    How do I avoid paying interest?
    FOR ACCOUNTS OPENED pre May 2019

    The Flex account has an ‘Interest Opt Out’ payment amount. If you pay this amount or more, then you will not incur any interest in the month. The ‘Interest Opt Out’ payment is calculated based on your outstanding balance split into equal payments. Balances of £500 or more will be split into 12 equal monthly payments, balances under £500 will be split into 5 equal monthly payments. The ‘Interest Opt Out’ payment amount will be detailed on your monthly statement.

    Your monthly statement will show how long your Interest Opt Out period is, and how far through this period you are. Each time a new purchase is made, the interest-opt-out period is reset; unless the account is in arrears.
    Online: use your credit or debit card at 'My Account' where you can specify exactly how much you want to pay off on each account. We accept MasterCard and Visa.

    Direct Debit: Direct Debit is the simplest and safest way to manage your account. Save time by paying your account by Direct Debit and each month payments will be automatically made by the due date, giving you complete peace of mind. Simply fill in the attached form and send it to us at the address shown:

    Download the Direct Debit form here.

    Please note you will need Adobe Acrobat to open the document. Click the link here.

    Internet Banking: Our bank details can be found on your statement so you can make a payment using your own bank or building society website.

    By Post: Use your statement payment slips to pay by cheque. Cheques should be made payable to Freemans PLC with the account number written on them.*

    By Phone: use your credit or debit card to make payments on 0800 056 0202. This number is for our automated self service system (Quickserv) so please have to hand the pin number which is printed on your statement. This number is available 24/7, 365 days a year. We accept MasterCard and Visa.


    The 5 or 12 month Interest Opt- Out Period is reset with each new purchase. Please note that the interest Opt-Out period will not be reset in the following instances:
    • When items are returned
    • Complete Cover transactions
    • When the account is in arrears
    Please note: this could be reset to 5 months if your total balance is under £500.
    How do I find out how long the Interest Opt Out period is?
    FOR ACCOUNTS OPENED pre May 2019

    Your monthly statement will show how long your Interest Opt Out period is, and how far through this period you are. For example, it could show Month 2 of 5 or month 5 of 12.
    If you choose the minimum payment option on your Flex Account the amount of your repayments will change every month as it will be calculated based on 5% of your outstanding balance (subject to a £5 minimum). If you choose this option interest will be charged at representative 34.9% APR variable.

    Representative Example: Goods ordered and credit provided £1000. Interest rate 34.94% variable per annum. Representative 34.9% APR variable. The credit agreement is open ended in duration.

    The APR you have or are offered may differ from the representative APR.

    If you choose to always pay the minimum payment, it will cost you more and take you longer to repay.
    What happens to the interest opt out payment when I make a new purchase?
    FOR ACCOUNTS OPENED pre May 2019

    Each time you make a new purchase, the Interest Opt Out period is reset to month 1 of 5 or 1 of 12, depending on balance, unless the account is in arrears or the new period is shorter than the remaining term of the current period.
    If you choose to pay the Minimum Payment, or any amount below the Interest Opt-Out Payment, one month then you will be charged interest that month. This interest will be added to your balance and your new balance will be re-spread over the remaining months of your Interest Opt-Out period. The following month provided you are still within your Interest Opt-Out Period you can choose to pay your Interest Opt-Out Payment. Your statement will advise how much you will need to pay, and how many months remain on your Interest Opt-Out Period.

    If you miss a payment you will be charged the interest for that month, and also a late payment fee. The following month, you can choose to pay the Interest Opt-Out Payment, provided you are still within your Interest Opt-Out Period, your statement will advise how much you will need to pay, and how many months remain on your Interest Opt-Out Period.
    What happens to the interest opt out payment when I return goods?
    FOR ACCOUNTS OPENED pre May 2019

    If a return is made, your new Interest Opt Out amount will be recalculated at the next statement cycle date, however your Interest Opt Out period will not be reset. To avoid paying interest, you must make the Interest Opt Out payment detailed on your last statement.
    We work with a small number of selected companies who may be able to help you find alternative sources of credit, including loans and credit cards, or help and advice with debt management. If your application for credit with us is declined we may provide contact details for these companies in our communications and/or if we think these companies may be able to help with your particular circumstances we may pass your details onto them to enable them to contact you using the contact means you have provided (including email, telephone, mail, SMS/text). By submitting your application to us you agree to these conditions.
    Our guarantee
    We only supply items of the very best quality. We take every possible care to describe each item accurately, as we are legally obliged to do, and to show it as clearly as we can.

    As long as you use each item in the way intended, it will give you the service you expect. If you are not satisfied with any purchase, we will do everything we can to rectify this.

    This guarantee does not affect your statutory rights.
    How do I review your products?
    You are able to submit a written review for any product listed on our website.

    Our product reviews are submitted by real customers meaning that you have access to a genuine and independent assessment of each product. This means you can make an informed and reliable purchase decision. Constructive feedback, good or bad means that we can make better purchasing decisions in the future.

    You can review any of the products that are currently available on our website, at any time. We may also contact you via email to ask you to submit a review after purchasing a product from our website. Posting a review is optional however, all feedback is welcome.

    We want your comments to be heard so to save you time & effort please ensure your review adheres to our guidelines:

    Please click here to view our Customer Review Terms of use.

    Please resist the temptation to use the forum as a chat room, a soapbox or to comment on other features visible on the page.

    Your review should be a genuine review of the product, discussing the quality of the product and your opinion of it. Make your review as informative and detailed as possible. The best reviews include not only whether you liked or disliked the product, but also why. Feel free to mention other items you consider similar and how this products rates in comparison to them.

    Customer comments are an integral part of our website and something we value a great deal however, we reserve the right to remove or refuse to post any customer review we consider inappropriate for our website.

    To read the Customer Reviews Privacy Policy, click here.

    Please note, reviews may have been written on any of our family of websites at FGH. Reviews captured outside of our family of websites will be clearly identified with the external site mentioned.
    To view our size guide, click here (link).
    What are your jewellery standards?
    British Hallmarks: Your guarantee of quality. All items of Gold, Silver and Platinum come marked with a Hallmark as follows:

    The Sponsor's Mark : The initials belonging to the manufacturer or sponsor.

    The Assay Office Mark: Shows the Assay office where the gold was tested for quality and fineness.



    The Fineness Mark: Certifies the quality of the precious metal:



    Alternatively, a legally recognised mark may have been applied, where the item comes from an Assay office in countries which are signatories to the International Convention of Hallmarking.



    We've taken every care to ensure all weight information and descriptions within our jewellery section are accurate however, we will not be held liable for any inaccuracies or fluctuations during manufacturing.

    To view the Dealer Notice click here.
    All goods we sell conform to the safety requirements of appropriate European or British standards.

    FSC logo

    The FSC logo identifies products which contain wood from responsibly managed forests independently certified in accordance with the rules of the Forest Stewardship Council A.C.

    Child in hand logo

    As part of our stringent safety precautions, all children's garments must comply with our rigid safety standards.

    Protect your skin logo

    Sunrays can damage you skin. Please protect you child's skin against them.

    Keep away from fire logo

    A red triangle indicates that the garment does not need to comply with flammability performance requirements.

    Low flam logo

    A green rectangle indicates that the requirements based on BS5722 have been met.

    Fabric Safety: All nightwear and relevant babywear in our catalogue complies with the Nightwear (Safety) Regulations 1985. Regulations can only be a safeguard. PLEASE KEEP ALL CHILDREN AND CLOTHING AWAY FROM FIRE.
    Cashmere Care Guide
    Our Mongolian cashmere is 100% pure and known to be the longest of all natural cashmere fibres, which makes it extremely soft, yet hard-wearing. Ethically sourced direct from the Mongolian herdsman, the garments are hand finished with a high resistance to pilling and machine washable to 30 degrees.

    Washing Guide
    For the best results when washing your delicate cashmere, follow these few steps to keep your garment looking it’s best.

    Step 1
    Place your cashmere into a laundry bag or pillow case, and wash on a gentle or delicate cycle. We recommend a 30oC wash (90F) or a cold cycle. Wash separately or with similar colours only.

    Step 2
    Once the wash is complete, remove the item from the washing machine and place on a clean flat surface. Shape the garment back into its original shape by closing any fastenings and ensuring the sleeves and pockets are not stretched. Then leave the garment to dry naturally. We advise that you do not tumble dry cashmere.
    Our recycling policy
    Waste packaging

    Most waste packaging can be recycled. Cardboard boxes are easy to squash flat and recycle. To help you recycle your empty packaging we support the national recycling programme. Visit www.recyclenow.com for more information on how to recycle including tips and locations that will take your recyclable waste.

    How do I recycle waste electrical products?

    The UK is seeking to minimise the disposal of unsorted waste electrical products and instead to achieve a high level of collection, treatment, recovery and environmentally sound disposal. We have joined the national distributor take back scheme and have contributed to a fund to help local authorities upgrade their waste collection facilities. You can contribute too by taking any waste electrical products to your nearest participating site. To find your nearest site, please visit www.recyclenow.com It is important that any hazardous substances contained in waste electrical products are disposed of effectively to avoid danger to human health and damage to the environment. All new electrical products now carry a crossed out wheelie bin symbol indicating that, at the end of their life, they should be disposed of at an appropriate collection facility.

    How do I recycle waste batteries?

    You can deposit your used batteries in the battery recycling box in our head office reception at 66-70 Vicar Lane, Bradford, West Yorkshire, BD99 2XG. Please do not post any batteries. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com, plus most supermarkets and shops that sell batteries will also have collection bins for used batteries.
    What is VAT relief?
    VAT relief means that you can purchase products without having to pay the VAT of 20%. In order to benefit from VAT relief, you or the person you are buying for and the product you are purchasing need to meet certain criteria. However, the product you are purchasing does not necessarily need to be related to your condition to qualify for VAT relief.
    Am I eligible for VAT relief?
    You are eligible for VAT Relief if:

    The person who will use the item(s) is 'chronically sick or disabled'
    The goods are eligible
    The item(s) are for personal or domestic use

    Chronically sick or disabled is defined as a physical or mental impairment, chronic ailment or terminal illness. This can be self-declared by the purchaser or end user both online or over the phone by providing us with a specific medical condition.
    How do I claim for VAT relief?
    To claim VAT relief, we request that you complete the VAT relief eligibility declaration form and return to the address stated. You can obtain one to print by clicking here.

    Completed forms should be emailed to MobilityVATRequest@fgh-uk.com or posted to:

    FAO: Tax Department
    66 - 70 Vicar Lane
    Bradford
    West Yorkshire
    BD99 2XG

    If you are ordering on behalf of a family member or friend you can still benefit from VAT relief, simply complete the form on their behalf.

    Although no medical documentation is needed, from time to time, the HMRC may audit Freemans/Grattan PLC transactions that have had VAT relief applied. On the rare occasion that this happens they could select your transaction at random, you may be then asked to provide medical proof of your condition.
    How much will I pay?
    Prices shown are inclusive of VAT. We request that you complete the VAT Relief Eligibility Declaration Form and return to the address stated.

    On receipt of this form we will make the necessary VAT adjustment to your account. (For credit account holders an adjustment to your account will be applied, for Cash customers a refund will be issued in accordance with our standard refund policy).
    Which conditions qualify for VAT relief?
    If you have one or more of these common eligible conditions, then your purchase will qualify for VAT relief.

    Arthritis
    Blind
    Cardiovascular disease
    Deafness
    Diabetes
    Epilepsy
    Heart disease
    Hypertension
    Kidney disease
    Motor neuron disease
    Multiple sclerosis
    Parkinson's disease
    Physically disabled
    Terminally ill

    The above list contains only a few examples of eligible conditions, there are of course many more. If you have more than one condition, simply specify your primary condition when completing the VAT Relief Eligibility Declaration Form.
    What goods are eligible for VAT relief?
    Certain goods qualify for VAT relief; these include but are not limited to:

    Mastectomy Bras
    Wheelchairs
    Text telephones
    Long-handled pick up sticks
    Some mobility scooters

    Mobility scooters fall into three categories:
    Class 1 - A chair that isn’t mechanically propelled, has not been constructed or adapted for use on the road
    Class 2 – a mechanically propelled carriage that has been constructed or adapted not to exceed 4 miles per hour (mph), it’s intended for use on the pavement and not for use on the road
    Class 3 - a mechanically propelled carriage which is constructed and adapted for use on the pavement and on the road, it’s capable of exceeding a speed of 4 mph but incapable of exceeding a speed of 8 mph
    Are calls recorded?
    For your security and to ensure that we provide you with a consistent level of service, all of our calls, emails and webchats are recorded.

    We may monitor these contacts from time to time, for quality and training purposes.
    Are you a member of the mailing preference service?
    We are a member of the Mailing Preference Service which helps individuals have their name removed from, or added to, members' mailing lists.

    Further information is available on their website; http://www.mpsonline.org.uk
    Our accuracy of content policy
    Whilst it is our intention to keep our website and catalogues up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you informing you of the error and the correct product description or price. We will not be held liable for any errors or inaccuracies which may occur despite our care and attention, and will not be obliged to supply goods at an inaccurate price.

    Please be advised that Payment may be taken (card transactions) or your account may be debited (credit transactions) at any time once you have placed your order. Should your account be charged, a refund will be promptly issued.
    Our conditions of sale policy
    Delivery is subject to availability. Due to circumstances beyond our control, prices may have to be altered up or down, including an alteration to the rate of Value Added Tax.
    Our data policy
    For information on our data policies, click here.
    Our order acceptance policy
    All orders placed through our website and our catalogues will be subject to our acceptance of the order.

    When you submit an order to us on our website you will receive a confirmatory email of this order saying that we are processing your order. You will then receive a second email from us acknowledging your order, and giving you estimated timescales for delivery. You should check both emails for accuracy and let us know immediately if there are any errors. Neither of these emails constitute acceptance of the order by us. Your order will be accepted by us (and a contract will then be formed between us) when we despatch the goods to you. Title to the goods will pass to you on delivery. v
    Our pricing policy
    We aim to offer the best deals and offers, whilst operating fair commercial practices that do not mislead our customers.

    Where price reductions are shown on our website the following pricing policy applies:

    The "WAS" price shown is the highest price at which the item has been offered for sale in the last 12 months by us or one of our other brands.

    Some items may have been offered for sale at a price lower than the "WAS" price during the intervening period.

    Details of intervening prices are available on request.

    The "WAS" price will have applied for a continuous period of 28 days or more, unless otherwise stated. For further information please contact us.
    Our sale of alcohol policy
    We operate an age verification policy.

    It is against the law to sell alcohol to persons under 18 years of age.

    Before permitting the sale of alcohol to you we require you to declare your date of birth.

    We reserve the right to ask you for additional details and to carry out further checks to verify your age and your identity if we consider this is required.
    Our sale of knives policy
    It is against the law to sell, to customers under the age of 18, knives and certain other articles with a blade or point made or adapted for causing injury.
    Our VAT policy
    VAT is included in prices at 20%, where appropriate. Insurance Premium Tax is included for certain products at 12%.

    Alterations to the rate of VAT may cause price changes.
    How do I stay safe online?
    For information on how you can stay safe online, click here.
    What should I do if I think I'm a victim of fraud?
    For information on what to do if you think you're a victim of fraud, click here.
    IMRG - to be added as standard footer link?
    Our security policy
    To view our security information please click here.
    Our privacy policy
    To view our privacy policy please click here.
    What are cookies?
    To view further information about cookies, click here.
    How do I complain?
    We aim to provide you with the highest standards of service. However, there may be an occasion when you feel you have cause to complain. If so, we will do all we can to resolve the problem and ensure you receive a quick and fair response.

    How should I make a complaint?
    Speak to us by phone or by webchat, or if you prefer you can write to us by email or by post. You’ll find all the ways to reach us via our Contact Us page.

    Our Promise to you
    Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. If we are unable to resolve the complaint immediately, or by close of business the following working day, we will clearly explain how your complaint will be handled and provide you with a timescale for resolution.

    Where we need more time to investigate your complaint, we will keep you informed and update you regularly by your preferred method of contact.

    What to do if we can't reach an agreement
    We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), though there are circumstances when that Service is unable to consider a complaint because it falls outside its jurisdiction.

    If you are not satisfied with our response to your complaint, and your complaint is about the financial products and services we offer such as your credit account, rather than the goods that we sell, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you. They can be contacted in the following ways:

    Write:  Financial Ombudsman Service, Exchange Tower, London, E14 9SR
    Telephone:  0300 123 9 123
    E-mail:  complaint.info@financial-ombudsman.org.uk

    Further details can be found on the Financial Ombudsman Service website:  www.financial-ombudsman.org.uk

    Complaints Publication Report
    The most recent complaints data reported to the FCA (Financial Conduct Authority) is available in our Complaints Publication Report
    Complaints Publication Report
    Complaints Publication Report

    Firm name: Freemans Plc
    Period covered in report: 1st March 2023 – 31st August 2023

    Brands/trading names covered: Freemans, Curvissa, Bonprix, Swimwear365, Clearance365.

    Number of complaints opened by volume of business
    Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
    All other credit-related activity 2.78 per 1000 accounts N/A 1155 1157 88.33% 36.39%

    20/12/2023 - 62H175, 38J472 & 20G198 - Beldray BEL01163 and BEL0944SL Revo Digital Cordless and Salter SAL0047 Handy Pro Handheld Vacuum Cleaner
    It has been identified that this defect has affected a small number of Power Adaptors supplied with the above product.

    The supplier of this product has put a process in place to replace any affected DC Power Adaptor supplied with your Handheld Vacuum Cleaner.

    All customers have received a letter with an accompanying Recall Notice from the Supplier, which details what you should do and the steps you should take next to contact the Supplier on Tel. 0161 934 2212 or via email or by submitting an online form.

    You do not need to return this product to us.
    07/09/23 - Russell Hobbs Gas Hobs - 12R666, 89C556, 53E233, 53E408
    We have recently been made aware of a product safety issue on a selection of Russell Hobbs gas hobs.

    After an investigation by the OPSS (Office for Product Safety and Standards), THE PRODUCT COULD GIVE RISE TO A SERIOUS RISK OF POISONING, BURNS, GAS EXPLOSION AND/OR FIRE due to potentially faulty ‘elbow joints’ used to connect the gas supply to the hob.

    Russell Hobbs are conducting a corrective action programme in relation to the fault, and affected customers will be contacted directly (by post and email). Once arranged with customers, engineers will visit the property to fix any affected hobs and make them safe.

    Please note that if the hob has been installed in a caravan or motorhome, then this must be immediately and safely disconnected. If installed in a domestic setting such as a house, then customers can continue using the hob whilst they wait for an engineer visit providing that the standard Gas Safety Tips are followed - these can be found at Gas Safe Register.

    The instructions on how to arrange and engineers visit can be found in the letter and email – these will advise customers to call 0800 046 5396, or enter their details at gashobsrepair.

    The safety of our customers is paramount. Please accept our apologies for the inconvenience this may cause you.
    ITEM NUMBER 29T735 - Phase Eight Vida Burnout Shirt with Cami
    We have been made aware of a performance issue with this shirt which relates to the dye that has been used during production. Potentially, the dye could transfer to other surfaces and lead to staining. In order to ensure that customers are only receiving products that are fit for purpose and manufactured to an acceptable quality, we have decided to recall this item from our customers.

    We ask that you do not use/stop using this shirt and return it to us for a full refund. You can do this online by logging into your account, or by contacting our customer service team on the number on our website. You can also contact us via our online web chat facility. Affected customers will receive a letter in the post and a follow-up email detailing the instructions given above.

    Please accept our apologies for the inconvenience this may cause.
    Product Recall - Electric Blankets - 35R504 & 38W231
    Item Numbers: 35R504 & 38W231 Item Description: Electric Blankets

    Our supplier has identified a safety concern with some of their electric blankets due to an electrical defect within the plug. As a result of this defect, there is now a serious risk of fire and/or electric shock if you continue to use this product.
    In order to protect our customers, we now ask you to stop using this item immediately, unplug it and return it to us for a full refund. You can do this online by logging into your account, or by contacting our customer service team on the number on our website. You can also contact us via our online web chat facility.

    Affected customers will receive a letter in the post and a follow-up email detailing the instructions given above.

    Please accept our apologies for the inconvenience this may cause.
    23/08/22 SAFETY NOTICE; Stoves/Belling/New World Gas Range Cookers
    URGENT SAFETY NOTICE

    UPDATED GUIDANCE – 17-11-22 – After intervention from the Office of Product Safety & Standards (OPSS), Glen Dimplex is now requesting that all affected customers contact them directly to register and arrange for a modification to their oven to be carried out. This modification will be free of charge. Customers must call 0800 110 5728 or email consumersupport@glendimplex.com to register for the modification. Alternatively, you can register for the modification online at https://www.belling.co.uk/en-gb.

    ‘Original safety notice from Glen Dimplex Home Appliances’ If you own a Stoves, Belling or New World gas range cooker:

    YOU MUST ONLY USE THE GAS GRILL WITH THE DOOR OPEN Glen Dimplex Home Appliances (Stoves, Belling, New World) have identified a safety concern with some of their cooker ranges. There is a risk that if the grill is used with the grill door closed, then this could create a build-up of carbon monoxide in the home/building in which it is being used and could lead to asphyxiation and death.

    Given the risk of carbon monoxide, we are contacting consumers to remind them that they MUST USE THE GAS GRILL WITH THE DOOR OPEN, as detailed in the instruction manual.

    A number of Stoves, Belling and New World gas range cookers are impacted and so it is important that you make contact with Glen Dimplex via 0800 110 5728 or email consumersupport@glendimplex.com. By doing so, they can confirm if your cooker is affected and keep you updated with the latest advice. If you no longer own the cooker, it is still extremely important that you contact Glen Dimplex to let them know who now owns it so they can also be contacted.

    You will need your model number, starting with 4444, and serial number when contacting Glen Dimplex. This can be found by opening the main oven door. It is located on a badge on the frame above the grill cavity.

    Further information on Carbon Monoxide can be found here:

    https://www.hse.gov.uk/gas/domestic/co.htm

    https://www.gassaferegister.co.uk/gas-safety/carbon-monoxide-poisoning/

    https://www.co-gassafety.co.uk

    We are actively reminding all our consumers and owners of these gas range cookers that they OPERATE THE GAS GRILL WITH THE DOOR OPEN as detailed in the instruction manual. DOING SO POSES NO RISK OF CARBON MONOXIDE BUILD-UP.

    Glen Dimplex advise that they have stringent health and safety measures in place, and all their cookers are tested to industry standards and by the British Standards Institute (BSI) before they are made available to buy.

    Glen Dimplex will continue to raise awareness of the risk of carbon monoxide poisoning and to encourage the highest standards of testing industry-wide. They are working closely with the OPSS to highlight the risks of carbon monoxide and support their message of informing consumers to only use gas grills with the door open.

    Consumers with one of these gas range cookers in their home can continue to use the product as per the instruction manual, but MUST ENSURE THAT THE GRILL DOOR IS LEFT OPEN WHILST THE GAS GRILL IS IN OPERATION.

    Appliance Use:

    All gas appliances must be installed and operated in accordance with the manufacturer’s instructions supplied with the cooker. Correct use and adequate ventilation is essential to ensure safe use of these cookers. Using an appliance for any purpose, other than that for which it is designed, can cause serious safety issues. The grill cavity in these appliances is designed for open door grilling and the grill must not be used as an oven, a space heater, or any other purpose.

    63J051 - Kenwood Multipro Sense Food Processor - Brushed Metal
    We have been made aware of a safety issue with this product. There is a chance that parts of the ‘Julienne’ disc could detach during use, leading to the risk of ingestion. Kenwood are requesting that customer who have purchased this product contact them directly so that the affected part can be replaced.

    Affected customers will be contacted directly, but we ask that you stop using the item immediately and contact Kenwood for a replacement Julienne disc. You can do this by following the link www.kenwoodworld.com/en-gb/service/recall-information or contacting Kenwood directly on +44 0207 717 5098.
    38C248 / 47S642 – Fitbit Ionic Smartwatches
    Fitbit have informed us that they are issuing a product recall on this item in response to reports of issues with Fitbit Ionic smartwatches, which were produced between 2017 and 2020. After a thorough investigation, Fitbit have determined that in limited instances the battery in some Ionic smartwatches may overheat, posing a burn hazard. Affected customers will be contacted directly, but we ask that you please stop using this item immediately and follow the instructions below. Customer safety is Fitbit’s top priority, and they are taking this action out of an abundance of caution for their users. Fitbit will offer a refund to all affected customers.

    Customers are advised to refer to the Fitbit recall page at help help.fitbit.com/ionic for further instructions. Please do not return this product to us. Account verification is required directly with Fitbit to process the claim. Please note, this recall only involves Fitbit Ionic devices, and does not affect any other Fitbit smartwatches or trackers.
    COSATTO SLEEPING BAGS ITEM NUMBERS: 39H497, 50R460, 50W643, 58W468, 66R480, 29J206, 37K465, 43E110, 86E145, 31H020, 35X674, 65H674, 81B748, 83T110, 85G905, 92B011
    COSATTO SLEEPING BAGS

    ITEM NUMBERS: 39H497, 50R460, 50W643, 58W468, 66R480, 29J206, 37K465, 43E110, 86E145, 31H020, 35X674, 65H674, 81B748, 83T110, 85G905, 92B011

    Our supplier has informed us of a potential risk regarding these products. The poppers/fasteners may detach themselves from the sleeping bag, leading to a risk of choking to babies and small children. The products have been taken off sale and the supplier has requested that we recall items from customers.

    Affected customers will receive a letter and follow-up email advising them to stop using the item immediately and return it to us for a full refund.
    15/11/2021 - 23T561 - STAR by Julien Macdonald Brushed Gold Sophia 2 Layer Crystal Table Lamp
    IMPORTANT PRODUCT SAFETY NOTIFICATION

    23T561 - STAR by Julien Macdonald Brushed Gold Sophia 2 Layer Crystal Table Lamp

    We have noticed that some of these table lamps have been sent to customers with a 13 amp fuse in the plug. To reduce the risk of injury or fire, table lamps should be fitted with a 3 amp fuse which is designed to break in the event that too much current begins to flow through it.

    Affected customers will receive a letter requesting that they send the item back for a full refund.

    To arrange your return, please contact our Customer Services department using the telephone number at the top of this letter (Monday to Saturday, 8am to 6pm), or speak to us via our online webchat facility.

    21/10/2021 Lace trim top – Item Number 934994 - Colour Coral
    Important Safety Information

    Lace trim top – Item Number 934994, Colour Coral

    Ordered between - 12 April 2021 and 05 September 2021.

    As part of our stringent quality testing we have identified the following issue.

    Unfortunately, the level of azo dyes used in manufacturing the item have exceeded legal limits. As a result, and mindful of our customers' safety, we have taken the decision to recall the product.

    To avoid any potential risk, please stop wearing the top immediately.

    Affected customers will be sent a letter asking them to return their item for a full refund.

    Important Safety Information Laser Cut Tote Bag – Item Number 915561, Colour Stone Ordered between 22.3.2021 – 25.05.2021
    As part of our stringent quality testing we have identified the following issue.

    Unfortunately, levels of plasticisers used in manufacturing the item has exceeded legal limits and has been discovered in the shell of the bag. As a result, and mindful of our customer’s safety, we have taken the decision to recall the product.

    To avoid any potential risk, please stop using the Laser Cut Tote Bag immediately.

    Affected customers will be sent a letter asking them to return their item for a full refund.

    12/04/2021 54S404 Cat Sound Clock/42E047 Farm Animal Sound Clock/64D013 Dog Sound Clock (purchases from July 2020)
    Our Quality Assurance team have identified a potential safety issue concerning the above items. In one instance, due to a wiring fault, the wires/circuit board has overheated causing some of the internal components to melt. Therefore, as a precaution and mindful of our customer’s safety, we have taken the decision to recall this product.

    Affected customers will be sent a letter asking them to return their item for a full refund.

    We would like to apologise for any inconvenience that this may cause. The safety of our customers is paramount, and we take pride in ensuring that any potential safety concerns are taken extremely seriously.
    12/04/2021 78G924 & 13S005 Bird Sound Clock (purchases from September 2020)
    Our Quality Assurance team have identified a potential safety issue concerning the above items. In one instance, due to a wiring fault, the wires/circuit board has overheated causing some of the internal components to melt. Therefore, as a precaution and mindful of our customer’s safety, we have taken the decision to recall this product.

    Affected customers will be sent a letter asking them to return their item for a full refund.

    We would like to apologise for any inconvenience that this may cause. The safety of our customers is paramount, and we take pride in ensuring that any potential safety concerns are taken extremely seriously.
    15/03/21 SAFETY NOTICE; Hauck Mac Baby Deluxe Highchair – 46K646
    Added 15/03/2021 IMPORTANT SAFETY NOTICE – PRODUCT RECALL: Hauck Mac Baby Deluxe Highchair – 46K646 Hauck UK have advised us that due to an update in the relevant safety standard it has been identified as foreseeable that the Mac baby Deluxe highchair, which fully complied with the safety requirements when it was originally placed on the market, could reasonably be used by customers without following the instructions included. Should customers not use the 5-point harness as recommended in the instruction manual and additionally leave their child unattended for prolonged periods of time, there is a risk that a child could slip through the leg opening and get stuck between the tray and seat unit. Even though the risk of this happening is very small, the consequences could be serious, so Hauck UK are recalling the Mac Baby Deluxe Highchairs sold in the UK since 2013. STOP USING THE ITEM IMMEDIATELY If you purchased one of these items from us then please contact our Customer Services department (phone us on 0333 2008077 Monday to Saturday 8am to 6pm, or through our webchat facility), to arrange return. Once the item has been received into our warehouse a full refund will be made to your account within 14 days. We are sorry for any inconvenience that this may cause, but we hope you understand why we need to take this action. The safety of our customers is paramount to us.
    11/12/20 - 30E935 - Van Roy Gluten Free Gift Box
    Added 11/12/20
    30E935 - Van Roy Gluten Free Gift Box

    IMPORTANT SAFETY WARNING: PRODUCT RECALL Batch No: LC34865 19082020




    The House of Sarunds Ltd is recalling the above product as it may contain a product which contains Gluten.

    If the box you have purchased contains a Nordic Liquorice bag of “School Chalk” then please return the item for a full refund.

    If your box contains Nordic Liquorice “Gluten Free” then the product is as described and no need to take any action.

    • If you have an allergy to GLUTEN please do not consume.
    • Package up item.
    • Return the product for a full refund.
    17/01/2020 Product Recall; Tower One Touch Pressure Cooker
    Added 15/01/2020

    TOWER ONE TOUCH PRESSURE COOKER, MODEL NUMBERS T90103, T90114, T90115 and T90117

    IMPORTANT SAFETY WARNING: RISK OF BURNS AND INJURIES – DO NOT USE
    Tower have identified a potential safety risk in connection with use of the above products, namely T90103 (Tower 6L 22cm One Touch Pressure Cooker), T90114 (4L One Touch Pressure Cooker), T90115 (6L One Touch Pressure Cooker) and T90117 (4L One Touch Pressure Cooker).

    Should you own an affected product, please DO NOT USE. Test results have indicated that use of the item may result in burns from the steam and/or unexpected release of liquid from the unit.

    To help identify if your pressure cooker is an affected model, you can locate the model number stamped on the base of the item.


    Tower will be issuing further communication advising on the next steps. To sign up to automatic updates online please head to the Tower website www.towerhousewares.co.uk and click ‘Product Recalls’ found at the bottom of the page.

    Safety continues to be our priority. We would like to apologise for any inconvenience caused and thank you for your co-operation.
    18/12/2019 Product Recall; Hotpoint And Indesit Washing Machines
    Added 18/12/2019

    Whirlpool have identified a potential fire safety risk with some models of washing machines manufactured under the Hotpoint and Indesit brands between October 2014 and February 2018.

    Please note that appliances under the Whirlpool brand are not affected.

    If you think that your model might be affected, you can check by visiting https://washingmachinerecall.whirlpool.co.uk

    Alternatively, you can speak to Whirlpool’s dedicated customer service team on 0800 3161442. You will be advised by Whirlpool if you have an affected washing machine model and the next steps to take.

    To avoid all risk associated with the use of affected models, you should unplug the washing machine and not use it.

    Whirlpool advise that if you nevertheless do use the appliance, you 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 machine’s heating element being activated during washing cycles above 20C.

    If you have an appliance which qualifies for a recall you will be offered a choice of:

  • A free-of-charge like-for-like replacement washing machine. If you choose this option, Whirlpool will collect and dispose of your affected washing machine and deliver a new product free of charge.


  • A free-of charge in-home repair of your existing appliance.
  • Search tips
    When searching the help section you will get better results with a short search rather than long sentences, for example:

    'Next day', 'password', etc

    If you are still unable to find an answer to your question, you are able to ask us via our Contact Us page.
    Copyright Information
    We are the operators of this website, and the contents of it are either our property (or that of our affiliated companies) or are used under licence from our suppliers. We are the owners of the compilation of information in this website.

    Our rights, and those of our affiliates and suppliers, are protected by UK, European, and International intellectual property laws, including those for the protection of copyrights, trademarks, and database rights. Misuse of this website may incur civil liability or attract criminal sanctions.

    We grant you a limited, non-exclusive and revocable licence to access our website for the purposes of browsing our (or our affiliates) product offer(s), ordering goods or services from us (or our affiliates), or obtaining contact information for us (or our affiliates).

    Your licence to access our website does not extend to any commercial use of our website, or to any use of our website whatsoever which is for the benefit of any commercial entity other than us (or our affiliates).

    You are expressly not permitted to download any part of our site (other than by reason of automatic page caching), to amend or modify it or any part of it, to reproduce or copy, sell (including any resale), or otherwise exploit our website (or any part of it) for any purpose other than as set out above, nor are you permitted to frame our website or to link to any element of it other than the homepage.

    You are permitted to link to our homepage, provided that the link is not misleading, false, derogatory, or otherwise prejudicial to our (or our affiliates) suppliers interests, but you are expressly not permitted to use any of our logos or graphics either as or in connection with such a link.

    Our liability
    We only supply products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, loss of anticipated savings, business interruption or loss of business opportunity.
    Who are we?
    Freemans offers you the latest looks at affordable prices. With fashion for her, him and the kids, as well as our extensive homes collection, we're your one-stop style shop. With our exclusive designs, you can stay one step ahead of the high street and your friends. Freemans is part of the Freemans Grattan Holdings group which includes fantastic brands such as Lascana, Swimwear365 and Kaleidoscope offering everything you need from fashion for you and your family plus the latest styles for your home.

    We want you to enjoy, and feel confident about shopping with us. In addition to our Security and Privacy Policies, we subscribe to a number of professional organisations, such as IMRG. These have all been set up to protect your interests as a consumer, and are an extra guarantee that all your dealings with us will be conducted in a fair and professional manner.
    Our history

    1905
    Freemans & Co. starts life in a terraced house in the London suburb of Clapham. Its founders are A.C. and S.C. Rampton, W.E. Jones and H.A. Freeman. It employs just 12 staff, and a 'Celebrated Freemans made-to-measure suit' costs less than 30/- (£1.10 in today's money).

    Most goods are sold on credit, with wives needing their husband's signature to buy goods. Freemans uses Agents to sell goods from its 200 page, black-and-white illustrated catalogue; they are mainly men.

    1906
    Freemans moves to larger premises at 215 Lavender Hill Wandsworth. Company staff are soon nicknamed 'The Lavender Hill Mob'.

    1914
    Freemans' pre-war expansion stops, and the business focuses on buying blankets and selling them to the Government and the armed forces.

    1922
    Freemans has more than 200 staff, so moves into a converted cinema on Lavender Hill, formally known as the 'Gem'.
    Colour pictures are introduced into the catalogue on a regular basis.

    1937
    Freemans moves into an old printing works at 139 Clapham Road, and becomes a Private Company. Freemans now sells labour-saving devices as vacuum cleaners in its catalogue.


    1943
    War shortages meant that no household items were available, only clothing. Coupon rates are introduced for the first time as a way to pay for Freemans clothes.

    1945
    Clothing coupons become the only way to pay for Freemans clothes. The number of staff working for Freemans drops to less than 300.

    1950
    Freemans expands rapidly with the post-war consumer boom, with many customers choosing to buy on credit. Freemans is now competing with the leading department stores of the day, selling a wide range of consumer goods in its full-colour, 1,000-plus page catalogue.

    1963
    Freemans becomes a Public Company, and installs its first computer.

    1966
    Freemans expands world-wide with its new International Division, which eventually wins the Queen's Award for Export Achievement in 1995.

    1969
    Freemans opens an automated Distribution Centre at Peterborough, and is the first company to post goods in plastic packaging. It is also the first UK company to generate heat from waste packaging.

    1979
    Freemans is the first home shopping company in the UK to introduce a telephone ordering service for its agents.

    1984
    Freemans introduces a telephone system to deal with customer and agent queries.

    1988
    Freemans is bought by Sears PLC and becomes part of one of the country's largest retail organisations. It now offers Sears' High Street brands (Miss Selfridge, Wallis, Warehouse, Richards, Adams) in its catalogue.

    1994
    Freemans produces an interactive CD for its customers, which wins several awards.

    1997
    Freemans launches its shopping website, www.freemans.com. Sears announces the sale of Freemans.

    1999
    Freemans becomes part of the Otto Versand group. It has upwards of 1 million agents serving 3 million customers, with many more direct customers.

    2005
    Freemans launches its new-look website and introduces payment by credit and debit card in addition to its credit accounts.

    Our corporate information
    Freemans plc is authorised and regulated by the Financial Conduct Authority (No 311341) and subscribes to the Financial Ombudsman Service.

    Registered Office:
    66-70 Vicar Lane
    Little Germany
    Bradford
    BD99 2XG

    Registered in England and Wales; No. 321643
    VAT Number GB 557 1452 37
    Waste packaging
    Most waste packaging can be recycled. Cardboard boxes are easy to squash flat and recycle. To help you recycle your empty packaging; we support the national recycling programme. Visit www.recycle-more.co.uk for more information on how to recycle including tips and locations that will take you recyclable waste.

    Disposal of electrical waste products
    In the UK there is an obligation to minimise the disposal of Waste Electrical and Electronic Equipment (WEEE) in domestic waste and encourage recycling, recovery and environmentally sound disposal.

    We are committed to supporting the WEEE directive to promote the reuse, recycling and recovery of waste electrical items.

    When you recycle your packaging you need to look at what your rubbish is made out of:

    The symbol shown below means that the material is suitable for being recycled.



    Items that should be recycled are identified by the crossed out wheelie bin symbol (shown below) on either the packaging or the item. This means do not put this item in your general household waste – take to a suitable recycling centre.



    Plastics are capable of being recycled. The following symbolises the plastic type.



    As Members of the DTS (Distributor Take-Back Scheme) we do not operate a take-back system, for details of your local recycling centres together with information on the environmental impacts of waste electrical items, please visit www.recycle-more.co.uk. Alternatively contact your local authority.
    How do I contact you?
    You can contact us in various ways. All methods of contact are located on our Contact Us page.

    By WebChat:
    Our friendly and efficient advisers are contactable, Monday to Saturday, 8am to 6pm.

    By email:
    You can email us 24 hours a day via the Contact Us page. Our staff can reply to your email, Monday to Saturday, 8am to 6.00pm.

    We aim to reply to you within 24 hours however, during busy periods we may take slightly longer.

    By phone:
    Our friendly advisers are on hand to take your call, Monday to Saturday, 8am to 6pm. Simply call us on 0333 200 8077.

    By post:
    If you wish to write to us, please send your correspondence to the below address. Please remember to include your name, address and postcode, as well as your account number if you have one.

    Customer Services
    2 Nunnery Square
    Sheffield
    S2 5DD

    We aim to reply to post within 24 hours of receipt however during busy periods we may take slightly longer. If our reply is via post, please allow for normal postal service timescales.
    Press and Media queries
    For media enquiries please contact press@fgh-uk.com

    Please note that this email is purely for press.

    If you are a customer or have any other request please contact customer services.
    Commission Terms & Conditions
    For a select group of customers, 10% is payable on payments made. If an account earns commission it will be indicated on your monthly statement. Commission claims must be for £20 or more.

    Commission cannot be claimed for product and payment protection premiums, next day charges, orders placed with a discount or offer code, interest charged, account credit balances, goods purchased on Buy Now Pay Later, administration fees and Extended Warranty. You can use your earned commission to reduce your account balance, but commission is not payable on these payments (commission is only payable on payments made by the customer). Commission will not be earned on payments made whilst the account is in arrears.

    Should your account fall into arrears by two months or more, you will lose your right to earn commission on any future payments you make. Where commission remains unclaimed for a minimum of 2 years or in the event of a nil balance on your account for a minimum of six months, we will, without further notice, withdraw any accrued commission and remove your commission eligible status. We reserve the right to make changes to the way in which your commission is paid.

    Should your account fall into arrears, any commission due can only be paid to your account balance in order to reduce or clear the arrears. If the amount of commission due is greater than the amount required to clear the arrears on your account, the remainder can be paid to you directly. Commission is only payable by BAC’s. Customers who placed their first order on or after 1st July 2003 are not eligible to claim commission unless you have been specifically informed otherwise.
    Unfortunately, we are no longer be able to place orders, or allocate items from orders, to any sub customers’ accounts.

    Any outstanding balances owed from sub customers should continue to be paid as normal until those balances are cleared.

    Where applicable, commission on any payments made against sub customers balances will continue as normal until they are paid off; any current outstanding BNPL will be unaffected and become payable as and when it is due.

    You are still able order goods as normal however, if goods are for someone else other than yourself, you will be liable for the debt regardless of who receives the goods.

    Should any of your sub customers wish to continue shopping with us, they are able to apply for a personal account with us online or by phone.

    Freemans' VIP is an agent incentive scheme, offering fantastic rewards to our hardest working agents. The scheme is tiered, so the more money you make, the greater the rewards. With extra commission, competitions and preview incentives, Freemans' Finest agents have the chance to expand their business and become even more successful.

    All of our agents have the chance to become one of Freemans' Finest - at the end of each year, we assess the performance of all our agents, and write to the lucky qualifiers at the start of the following season with the good news.

     

     

    Answers will appear here once you select a question