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Orders & Payments
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Placing Orders
Placing OrdersHow do I place an order?
The first step to placing an order is adding your desired products to your shopping cart. You can do so by clicking the “Add to Basket” button on the product page.
Once you have your items in your basket, you can then increase the quantity by entering the desired amount in the Quantity field. You can see the Quantity field by clicking on the shopping bag icon in the top right corner of your screen.
Clicking on the “Pay securely now” button on the “Basket” screen takes you to the checkout area where you can select the correct delivery and billing address for this order. Please note that the billing address must match the details for the card that is being used. Once you have chosen the delivery method and clicked on the “Continue” button, you will be taken through to the Payment page.
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Send feedbackThanks for the feedback. We will improve this article.What payment options are accepted?Currently, we accept the following methods of payment: Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express, PayPal and Gift Cards. The Payment Pages used on our site are secure—you can safely enter your card details to pay for your order.
When you are ready to purchase, please select the desired payment option and proceed to the next page where you can enter any required details. Based on the type of card you are using for payment, you may then be asked to enter further details to enhance the security of the transaction. Any additional information requested comes directly from your card issuer and is meant to identify you as the authorised user of the card. If you are asked for payment authentication and do not have one set up with your card provider yet, you can do so online during the transaction.
All credit and debit cardholders are subject to validation and authorisation by both us and the card issuer to maintain security and prevent fraud. Internet fraud is illegal and perpetrators will be prosecuted in all cases.
If you use a gift card to purchase goods of a higher price than the value stored on the card, you will be prompted to pay the difference with another payment method. If you do not spend the entire balance on the gift card, the remaining balance will be stored on the gift card and may be used as payment for another purchase. We will not offer any cash change for purchases made with gift cards.
Gift cards cannot be used to buy additional gift cards.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.When do you take payment?We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. However, the funds will not be released until we have processed your item(s) for delivery.
In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
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Send feedbackThanks for the feedback. We will improve this article.Can I use my gift card online?Gift cards can be redeemed by UK and Irish customers online but not by other international customers online. They can also be used in UK and Irish branches of House of Fraser. You can use gift cards to purchase goods of a higher price than the value stored on the card by using another payment method to cover the difference in cost. If you do not spend the entire balance on the gift card, the remaining balance will remain stored on the card. No cash change will be given for a gift card balance.
Here are a few considerations when purchasing or using a gift card:
Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
Gift cards cannot be used to buy further gift cards.
Gift cards cannot be used by customers outside of the United Kingdom.
We reserve the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that apply at the time that you purchase your gift card.
This does not affect your legal rights.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is payment authentication?Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers. Verified by Visa (VbV) and MasterCard Secure Code (MSC) work in the same way. The authentication works by using passwords that you use with the card providers to verify your identity. These passwords are set up by you with the card provider to protect you when you shop online. You will be required to enter your password during the payment process on our site. Along with this password, your name and billing address details must match the cardholder address details held by your card issuer.
How do I activate my card?
Many customers register their payment authentication with their card issuer. However, if you have not registered your card, you can register while going through the transaction on our site.
To do so, open a second browser window or tab and navigate to your card provider’s site. Then, select the option to set up payment authentication. You should be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
Customers should have received information about the payment authentication process from their card issuers. If you require more detailed information, please contact your card issuer directly. If your card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider. Unfortunately, as a third-party, we have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your credit or debit card password.
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Send feedbackThanks for the feedback. We will improve this article.Where do I find my voucher code and pin?eVoucher
If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:
If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Apply Gift Card, eVoucher or Credit NoteLove2Shop Vouchers
Love2Shop Vouchers are not accepted instore or online by Flannels.
Love2Shop Flexecash Gift Cards
Love2Shop Flexecash Gift Cards are not accepted instore or online by Flannels.
However, you can buy Flannels eVouchers using your Love2shop Flexecash Gift Card, via the Love2Shop Manage My Account page ( www.love2shop.co.uk/login ). To do this-
- Login to Manage My Account
- Select Exchange
- Select the value(s) and quantity and use the value on your Love2shop Gift Card to buy Flannels eVouchers.
You can then redeem the eVoucher online or in store at Flannels.
Gift Card/Store Credit Note
Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?
You can add up to 10 codes, if you wish to apply more eVouchers/Gift cards/credit notes to the same order please follow the above steps again for each code.
Pre-Paid Mastercard/3rd Party Contactless Gift Card
If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.
Please note: We are unable to add promotion codes or discounts once your order has been placed.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I'm experiencing problems with my gift card or eVoucherIf you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
- The website crashing on a previous checkout attempt.
- If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.
Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Our customer service team are unable to speed this along.
Please note: If you have a Love2Shop flexecash gift card, you can buy Flannels eVouchers using your Love2Shop Flexecash Gift Card, via the Love2shop Manage My Account page ( www.love2shop.co.uk/login ).
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Placing Orders
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My Account
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Getting Started
Getting StartedHow to Register?
Registering an account with us gives you the ability to purchase products on our site, take advantage of our expedited check-out system, and receive special emails to make sure you’re the first to know when we have special offers or discounts.
All you need in order to register is an active, valid email address. You can register here.
Once registered, you can update your details using the "My Account" section of the site. You can access the “My Account” section by clicking on the icon of the person in the top right corner of your browser window.
If you need to add an alternative shipping address, simply click the link to enter a new address within the Address Book section of My Account.
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Send feedbackThanks for the feedback. We will improve this article.How do I create or change my password?For your security, you will be asked to set up a password when you register a new account. If you are unable to remember your password simply select "Forgotten Password" on your account page.
After you click that link, you’ll be prompted to input your email address and follow the steps in the email to reset your password.
After you’ve received your password reset, you’ll be able to assign a new password at your leisure by heading to the “My Account” section of our site.
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Send feedbackThanks for the feedback. We will improve this article.How do I pre-order an item?Occasionally, we will offer special products that are available for pre-order. Pre-order allows you to order an item either prior to the official launch or before the stock becomes available for general sale in stores. This can be especially useful for highly sought after or limited edition items.
The item, along with the rest of the order, will be processed for shipment once the stock becomes available. While we do show dates on the site for expected ship dates, they are meant as a guide rather than a guarantee. Rest assured, though, that we will endeavour to process your order for delivery as soon as we have the product in stock. We strive to get everything shipped out to you either on the date shown or shortly afterwards. We’ll keep you updated as soon as we send it out!
You will not be charged for your items until your order has been processed.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I apply a discount code?We know that discounts make everyone’s shopping experience a little bit better. Please follow these steps to apply a discount or voucher code to your order.
1. Begin by adding your desired and/or any required items for the discount to your bag.
2. Select "View basket" to make sure you're happy with your items
3. On the right-hand side, press "Add" to apply a new Promo Code
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I buy online?If you are looking for something particular, you can use the search functionality to search for the description of the product or the product code if you know it. You can find the search functionality at the top left corner of your browser’s window where it says “Search for product or brand.”
We’ve also created useful shopping categories which you can see at the top of your browser window. If you see an area of interest, click on it! This will guide you to a curated selection of product listing. Then, click on a specific product that you’re interested in for more details, or to add the product to your cart.
To add a product to your shopping cart, hit the “Add to basket” button.
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Send feedbackThanks for the feedback. We will improve this article.Unsubscribe/Delete AccountHaving an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.
If you want to delete your online account, please contact us with your details our team will help you further.
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Getting Started