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Returns & Refunds
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Returns
ReturnsReturn Online - UK
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Return Online - Non UKReturn your online order in a few easy steps. You have 28 days to return your order from the date it's delivered. Exclusions apply, please see our Returns Policy below for more details.
If your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.
If you've had items delivered to you from Adidas or Reebok, these should be returned directly to the supplier. A pre-paid returns label will be included in your order, please repackage your items and return them using this label. If the label is missing, please contact our Customer Services team. These items cannot be returned to store.
Securely repack your items.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.
Good to know...
- By choosing a paid service through our returns portal you will be provided with a tracked return service back to our warehouse.
- Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
- If you are using your own method of return, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.
RETURNS POLICY OVERVIEW
- Items must not be used, worn or washed
- Items must be in original packaging and all tags attached
- Personalised items will not be accepted unless the text is incorrect, or the item is faulty
- Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
- Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Return - Bought in storeTo return your item(s) bought in store for a credit note or where possible make an exchange, visit any Flannels store within 28 days of purchase.
If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.
Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I exchange an order?You can return an online item for an exchange. Please mark size required on the returns form.
If we don’t have the item you want in stock, we will process a refund instead.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I return more than one order in the same parcel?Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
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Returns
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Personalisation
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Personalisation
PersonalisationHow do I add a personalised flag/colour/emoji to my boots?
To get started with personalisation, select your size then select the “Add Personalisation” option. From there, a dialogue box will open that allows you to customize your boots.
- To add a personalised name to your boots, type the name you require into the Letters’ text box. We accept up to a maximum of 5 letters. All text will be printed exactly as they are entered. Please ensure the spelling is correct. We are not able to edit or correct any items after your order has been placed.
- To add colour select the colour available from the drop down list. It is only possible to print one colour per pair of boots.
- To add a flag or emoji to your boots, select the option then choose from the from the drop down list. Printed flags do not qualify as a standalone item. Flags can only sit on a boot as an add-on to the personalised text option. We will print both boots with any text or flag in an appropriate position and any print work will be sure not to obstruct the performance of the boot in any way.
Please be aware that boots with such personalisation take an additional 24 hours processing time once you have received the confirmation of your order processed email. If the option of next day delivery has been selected you will still qualify for premium delivery service, however, the personalisation process will bring a 24-hour additional delay. Boots become non-returnable once personalised.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I add Premier/Football/SPFL League badges?There's nothing better than being able to represent the team that you love. With Sports Direct, you can add the official league badges to the sleeves of your teams t-shirt. They'll look just like the ones worn in the official matches.
1. To begin, pick the size of the t-shirt you require, then click on 'Pick a Player' or 'Choose your own' depending on your preference. The tab will then expand to show an example of your personalisation.
2. To add either one of the Premier, Football or SPFL league badges, click the box below your personalisation example image to opt for the badge you'd like on your t-shirt.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I add a personalised name/number?To get started with personalisation, select your size then click the 'Add Personalisation' button and a dialogue box like below will open.
- To add a personalised name to your shirt, pick a players name from the 'Pick a Player' options available or type the name your require into the 'Choose Your Own' tab option.
- To add a number, type your required number into the 'Number' text box.
We accept up to a maximum of 5 letters and numbers including spaces and we cannot personalise items with inappropriate words.
Please ensure the spelling is correct as we are unable to amend any orders once placed.
We try to maintain parity with league and club shirt designs. All large numbers on football shirts will feature their respective crest at the bottom of the digits (England, Premier League, Rangers, La Liga and SPL). All names on England, Premier League, La Liga, SPFL, Football League and International football shirts will be shown in CAPITAL LETTERS and will be displayed across the top of the back of the shirt in their respective style (Premier League, England, Scottish teams, La Liga club, football league styles for the championship/league one/league two teams) and various styles for other International teams.
For pre-printed shirts, there are no set squad numbers for any player, they are subject to change at any time. We cannot accept liability for changes to players' squad numbers on pre-printed shirts or bespoke personalised shirts.
All shirts that are being personalised are non-refundable and will take an additional 24 hours processing time after you have received your order processed email confirmation. If you have selected next day delivery you will still receive the premium delivery but with an additional 24 delay due to the personalisation process.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I add mini numbers to the front of my shirt?Mini numbers are smaller digits that can be added to the front of your England shirt.
Please ensure your number(s) and size selection are correctly entered as products that have been personalised can only be exchanged or refunded if they are found to be faulty.
Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.
All shirts that are being personalised are non-refundable and will take an additional 24 hours processing time after you have received your order processed confirmation email. If you have selected next day delivery you will still receive the premium delivery but with an additional 24-hour delay due to the personalisation process
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I personalise a trophy?We make it straightforward to personalise your trophies or awards with our personalisation service.
Type the text that you’d like to have appeared on the trophy in the text boxes provided and select the "Add to bag" option when complete.
The maximum characters we allow per line is 20 with a maximum of 3 lines in total. Spaces are counted as a character.
We cannot personalise items with inappropriate words.
Please ensure that, before you complete your order, chosen letters, wording, number(s) are correctly entered. Any products that have been personalised can only be exchanged or refunded if they are found to be faulty.
All items that are being personalised will take an additional 24 hours processing time after you have received your order processed confirmation email. If you have selected next day delivery you will still receive the premium delivery but with an additional delay due to the personalisation process.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I return personalised items?All personalised items, including football shirts and boots, are non-refundable. They will take an additional 24 hours processing time after you have received your order processed email confirmation.
Any of our products that have been personalised can only be exchanged or refunded if they are found to be faulty.
Because there are no set squad numbers for any player, they are subject to change at any time. Given that, we cannot accept liability for changes to players squad numbers on pre-printed shirts or bespoke personalised shirts.
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Personalisation
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Site Policies
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Other Policies
Other PoliciesTHIRD PARTIES
Third parties with whom personal information is shared on The Flannels Group Ltd. and Group websites.
Below is a non-exhaustive list of some of the key third parties with whom we may share your personal information in accordance with our privacy policy. This information will be updated from time to time:
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.FUR POLICYAll fur, whether sourced from the wild or from fur farms must be responsibly sourced.
If sourced from fur farms then the supplier must have a recognised EU accreditation in place that can identify:
- The farm from which the fur is sourced.
- A high standard of rearing conditions for the animals.
- A high standard of farm hygiene.
- Evidence of robust feed management and environmental management.
The accreditation should come from local and national authorities in the country of origin.
Tags evidencing the certification should be displayed on all garments containing fur.
Where possible (e.g. Rabbit fur) this should be a by-product of the food industry.
If fur is sourced from wild animals then the animals must only be sourced via regulated trappers.
No fur should ever be sourced from endangered or threatened species.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.COVID-19 INFORMATIONCOVID-19 Information for our customers
Please check this page for the latest information as we continue to follow the Government's roadmap out of lockdown and we look forward to welcoming you back to our stores.
In Store Safety
Since our stores were instructed to close, we have been working extremely hard behind the scenes to make sure that every one of our stores will be compliant with Government guidelines when we reopen.
All customers and staff members will be required to wear face coverings unless medically exempt.
We regret that fitting rooms will initially remain closed.
The safety and well being of our staff and customers remains our primary focus, and we have invested heavily to ensure social distancing and other recommendations will be followed. A dedicated, specialist team will be continually reviewing and, if necessary, adjusting all procedures once we re-open, so please be assured that we are doing all we can to protect you, your families and our in-store team.
Store Returns
To help at this uncertain time, we've extended our returns policy. We'll now be accepting late returns up to 28 days after stores reopen. This is subject to our usual exceptions. For more information about returns click here.
Shopping Online
You can still shop with us online and our home delivery services are running as usual.
Click & Collect deliveries are currently unavailable but will resume on Monday 3rd May.
British Forces Postal Office deliveries remain available.
European and International deliveries remain available.
Please check here for full delivery offer.
Customer Services
If you didn't find the answer to your query above, you can contact our customer service team here.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.GUIDE TO PEGI RATINGSAs of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.
The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.
Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.
The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.
So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.
Suitable for children aged 3 and over
Suitable for children aged 7 and over
Suitable for children and teens aged 12 and over
Suitable for teens aged 16 and over
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.OPENING TIMESOur regular opening times are as follows:
Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pmDid you find it helpful? Yes No
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Other Policies