Need Help?

Whether you've forgotten your password, need help ordering or have a specific question about delivery or returns, we're here to ensure you get the most out of shopping with Littlewoods.com.

Coronavirus Update

Our Customer Care team is available to support you with any issues or queries you may be experiencing. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

We would ask that you use our online support wherever possible e.g.

  • 'My Account' to check your balance, orders, returns, make a payment and much more.
  • 'Help & FAQs' to help resolve most everyday queries.
  • We’re also regularly updating about any changes you need to know about as a result of COVID-19 here.

If your query remains though please don’t hesitate to contact us - we are here to help you.

What do I need to know about a temporary payment freeze?

If your finances have been directly impacted as a result of Coronavirus, a payment freeze could be a temporary short-term option for you. Please carefully consider the information below.

Who can make a request for a payment freeze?

You can submit a request if you’ve got a Littlewoods credit account and you’ve been directly or indirectly impacted by Covid-19 and your ability to make at least your minimum payment has been temporarily affected, or you’re expecting it to be – for example, you’ve lost your job or you’re having to work less hours.

If this doesn’t currently apply to you, please don’t make a request now. You’ll be able to make a request up until 31st October 2020 if your circumstances change.

What is a payment freeze?

A payment freeze has been introduced to help customers directly impacted by COVID-19. The freeze means you will not be required to make a minimum payment for 3 months. Further information about a temporary 3 month payment freeze can be found by logging into My Account (not currently available in the Littlewoods app) and follow the instructions at the top of the page.

What if I’ve already missed a payment?

You can still request a payment freeze using our online form. We’ll review your request and contact you to confirm if it’s been accepted.

If you’ve missed more than one payment, there may be other options that are more suitable for you depending on your circumstances, in which case we’ll need to discuss alternative options.

If you’ve already contacted us and an alternative solution or payment arrangement has been set up, this will remain in place while we process your request for a payment freeze. If your request is accepted, we’ll take care of this and update the solution or payment arrangement without you needing to contact us.

Will I still be charged interest?

It is important to note that for any purchases made on interest bearing terms, interest will continue to be charged during the payment freeze at your standard rate of interest. This means that it may cost you more and take longer to repay your balance.

You can still make a payment(s) at any time if you want to, this will reduce the amount of interest charged to your account and we would encourage you to do this where you can.

Can I make a payment?

You can still make a payment(s) at any time if you want to and we would encourage you to do this where you can.

Can I continue to shop?

Please be aware that if you request a second payment freeze which is approved, you may not be able to place any more orders on your credit account during the payment freeze period.

Will a payment freeze impact my credit file?

A payment freeze will not impact your credit file directly. However, you should be aware that although a worsening status will not be reported to your credit file in respect of the payment freeze, lenders may take into account other information when making future lending decisions, including, for example, information provided by you or in relation to your bank account.

Will I get charged any fees for not making payments?

You will not be charged any fees as a result of not making any payments in the payment freeze period.

When will my payment freeze end?

The payment freeze will be for 3 payments and we will inform you when it starts. We will also get in touch to let you know when your payment freeze is due to end. Your payment requests will restart automatically at the end of the freeze.

What do I need to do with my Direct Debit during my payment freeze?

We will suspend your Direct Debit requests during this time, no payments will be taken. this includes requests for your full balance. If however, you have a payment due to be paid by Direct Debit in the next 3 working days we may need to start the 3-month payment freeze period from the following month. If the amount can’t be collected from your bank account, we will include this missed payment as part of the 3 month payment freeze period.

Will I still receive my statements?

Yes you will continue to receive your monthly statements however if a minimum payment is requested you do not need to pay this amount during the temporary 3 month payment freeze period and we will correct your account accordingly.

What will happen to my credit limit during the payment freeze?

Your credit limit will not be increased for the duration of the payment freeze period.

How do I request a payment freeze?

If your finances have been directly impacted as a result of Coronavirus, a payment freeze could be a temporary short-term option for you. If you have considered all of the information and feel this is the right option for you, please visit My Account (not currently available in the Littlewoods app) and follow the instructions at the top of the page.

Buy Now Pay Later

How do I make a payment towards my Buy Now Pay Later order?

Want to make a payment on the things you’ve bought with Buy Now Pay Later? To make a full or partial payment simply log into "My Account", choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable. Interest will be charged at your account rate.

What is compound interest?

Simply put, it means interest charged on interest. On your Littlewoods account interest is charged when you order for specific repayment terms. Interest is calculated daily on the cash amount and also on the accumulated interest throughout the delayed payment and repayment period. This calculation factors in planned repayments relevant to your chosen repayment term.

Where is Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can be found in the BNPL Summary on your statement. You can also log into "My Account" and go to "Transaction History" to view your Buy Now Pay Later purchases.

What is excluded from Buy Now Pay Later?

Buy Now Pay Later payment option is only available on certain products. The costs for delivery, installation services and any warranty and insurance products cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

How do I return an item?

Simply request a return online via My Account. All you need to do is:

  1. Log in to My Account>
  2. Select the ‘Returns’ tab>
  3. Find your order and select the item(s) that you wish to return>
  4. Follow the returns instructions, select your return option and you’re done!>

All our returns services are FREE; please reuse the original packaging where possible. Please see below for the different return options:

For all our delivery and return options plus charges click here.

Collect+ ( up to 10kg) s- Fast, convenient and perfect for those on-the-go; there are over 7,000 Collect+ stores in the UK and most are open late, seven days a week.

Post Office (up to 10kg) - Return items easily via the Post Office. Please note, any items exceeding the 10kg weight limit will incur a charge.

How do I track my order?

  1. Access the ‘Recent Orders’ tab on My Account (you will need to log in if you haven’t already).
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you to their website, once your item has been dispatched.
  4. You’ll be able to get up to date tracking information and make amendments to your delivery if available.

What is My Account?

My Account lets you manage your account online with us 24/7. That means you can track your latest order, make a payment or arrange a return whenever you like. It really is up to you.

Below is a step-by-step guide to what My Account offers you:

1. Summary

If you pay for your items using your Littlewoods Account, the summary section shows your minimum payment and due date. You can also see your available to spend, credit limit, current balance and next statement date. There’s even a message centre for your personal updates.

If you pay for your items using your debit or credit card, the summary section will contain a message centre for your personal updates.

2. Recent Orders

Use this section to track your orders, from the warehouse to your home! If you see a link to the Yodel, Arrow XL or Royal Mail website it means you can amend your delivery.

3. Transaction History

View your most recent transactions and get access to your statements. You’ll see a link to download a PDF version of your statement.

4. Make a Payment

If you pay for your items using your Littlewoods Account you can use this section to make payments off your account online using direct debit, debit cards, Maestro cards and credit cards.

You can also make a full or partial payment towards your Buy Now Pay Later purchases. Simply log into "My Account", choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable. Interest will be charged at your account rate.

5. Returns

Use this section to arrange a return of a faulty item online by choosing the option that best suits you! You can also make a return via Collect+ and it’s free!

6. My Details

This is where you can update lots of things, from your address to your contact preferences!

7. Account Details

To correct or change any details, overtype in the relevant boxes, then click ‘Submit’. Please allow up to 48 hours for any new details to be processed and shown online.

8. Contact Preferences

Choose how we contact you about special offers and promotions.

9. Account Queries

They can be accessed by clicking on 'My Details'. Through Account Queries, you can contact safely and securely via webmail.

10. Address Book

In this section you can add or amend the details in your address book.

Just so you know: For security reasons, if you are a Littlewoods Account holder you will not be able to access My Address Book or amend your personal details until you have made a payment off your account.

11. Change Password

This is where you can change your current password. It’s a good idea to use the password strength indicator to create a password that’s strong. A mixture of letters and numbers should give you a password that’s safe and secure.

12. My APR

This will show you your current interest rate.

Please note: We use strict security measures to keep all your details safe.

How do I unlock My Account?

If your account has been locked due to unsuccessful attempts to sign in to your account, you’ll need to reset your password so that you can continue to shop.

Just follow the simple steps below and you’ll soon be browsing all your favourite things again.

  1. Click on ‘Forgotten your password?’
  2. Complete the form and click continue.
  3. We’ll send you an email containing a link to the password reset page.
  4. Please note: If you don’t receive an email, please check your Junk Email
  5. folder before contacting us.
  6. Click on the link in the email and complete the form.

It’s really important that your new password is secure so please make sure it:

  • Have at least 8 characters
  • Include at least one lower case letter
  • Include at least one upper case letter
  • Include at least one number

Once you’ve updated your password you’ll be able to go shopping at Littlewoods right away. If you haven’t attempted to log on to your account, please get in touch with us immediately.

How do I change my password?

Changing your password is really easy! Just follow the steps below:

  1. Go to My Details tab in My Account.
  2. Select ‘Change Password’ and complete the form.

It’s really important that your new password is secure so please make sure it:

  • Have at least 8 characters
  • Include at least one lower case letter
  • Include at least one upper case letter
  • Include at least one number

How to place an order

Click on the video above to see how easy it is to place an order online.

What is 'Affordability' and why do you need my details?

When we assess your credit limit we ask you for some information such as your residential status and annual income, known as ‘Affordability’ questions. We use a credit reference agency to verify your responses for to help us to determine a credit limit that is affordable to you.

We will regularly assess your credit limit, verifying information provided by you with a credit reference agency (this will leave a soft search footprint on your financial record which will not be seen by third parties such as lenders).

So we can provide the best service, we expect you to provide accurate and complete information on the affordability questions, particularly with reference to any information that may impact our assessment of affordability.

How and where do I change my credit limit?

To change your credit limit or view you affordability details, log in to ‘My Account’ and go to My Credit Details.

Prior to requesting a credit limit change we need you to enter or update your affordability details, to request a credit limit change there are two options:

  1. Apply for credit limit increase
  2. Request credit limit decrease

What is persistent debt?

How will I know if my account is in persistent debt?

  1. We’ll contact you to let you know that you’ve paid more in interest and charges than the amount you’ve borrowed in the last 18 months. We’ll let you know about changes you can make to reduce the amount of interest you’re charged and how to clear your balance faster.
  2. We'll contact you again in 9 months if we don’t think that your position is changing.
  3. We’ll contact you after another 9 months if you’re still in persistent debt. If you are, we’ll explain your options to repay your balance over a reasonable period. If we can't come to a suitable arrangement, to prevent you from getting into further debt, we may suspend your account.

Why does it matter if I'm in persistent debt?

Although your credit account gives you flexibility on how to repay your balance, making consistently low payments compared to your balance may not be a cost effective way to borrow. Having long term debt also means that you're more at risk of running into financial difficulties in the future.

Will this affect my credit score?

No, but having long term debt could mean that you’re more at risk of running into financial difficulties in the future.

Am I doing anything wrong by just paying my minimum payment?

No, but it could be costing you more than it needs to. We’re encouraging you to review what you pay to see if you can increase this or commit yourself to paying a fixed amount each month (just make sure its always over your minimum payment). If you’re not able to increase your payments or think it might be a struggle, get in touch and let us know and we can discuss your options with you. Visit our persistent debt page for more information including contact details.

What if I'm struggling for cash one month?

Then you always have the option to pay the minimum amount. However, we would recommend increasing this again as soon as you’re able to.

What if I can't increase my payments?

If your current minimum payment is manageable, you may want to think about fixing your payments at this amount rather than continuing to pay the minimum payment as your balance and minimum payment reduces. This only works if you’re not spending on the account though, so you may want to avoid spending on the account until your minimum payment reduces to below what you can comfortably manage each month.

How can I avoid paying interest in the future?

If you use Buy Now Pay Later, you can avoid all of the interest by paying the cash price before the end of the delayed payment period, this can be done in one full payment or multiple partial payments. Making partial payments without clearing the cash price in full will reduce the lump sum of compound interest charged at the end of the delayed payment period.

What are my delivery options?

For all our delivery and return options plus charges click here.

How do I track my order?

  1. Access the ‘Recent Orders’ tab on My Account (you will need to log in if you haven’t already).
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you to their website, once your item has been dispatched.
  4. You’ll be able to get up to date tracking information and make amendments to your delivery if available.

How do I cancel my order?

Cancelling an order is easy, just follow the steps below:

  1. Access the ‘Recent Orders’ tab in My Account. (You will need to log in if you haven’t already)
  2. Find your order, then click 'Cancel Item'. You will then see a confirmation message to confirm if it’s been possible.

Please note, your order may already have been processed and be on its way to you. You have the legal right to cancel your order within 14 days of receiving the goods. This does not apply to personalized products or certain audio/video equipment/computer software

How can I change my delivery date, time or delivery address?

We can’t guarantee a change in delivery due to timing and where the item may be coming from, but you can try using the link to the carrier website in the Track Parcel pages within My Account.

  1. Select the 'Recent Orders' tab in My Account.
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, once your item has been dispatched.
  4. You’ll be able to get up to date tracking information and make amendments to your delivery.

If the link does not appear this could be because the item isn’t ready for delivery yet, or it could be coming direct from a supplier. You won’t be able to change the delivery in this case. Please note, the options available to you will all depend on which carrier will be delivering your parcel and the services they offer.

What if I miss my delivery?

If you miss the delivery we will leave a card with contact details on it for you to call and arrange your delivery for another day.

Alternatively you can go to My Account:

  1. Select the 'Recent Orders' tab.
  2. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can rearrange your delivery.

What if my delivery is late?

Sometimes we experience issues that cause a slight delay with your delivery. We work hard to recover this so that you’re not affected, but if we don’t deliver when we said we would then we’re really sorry.

Where possible we will inform you of any delay and you can check the current status of your delivery in ‘My Account’:

  1. Select the 'Recent Orders' tab in My Account.
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

We’ll automatically refund any premium delivery / nominated day delivery charges so there’s no need to contact us.

Will you deliver during adverse weather conditions?

If your area is affected by adverse weather conditions, you may experience delays to deliveries and collections. If there is a problem we will post news of impacted postcodes here.

Our delivery drivers always work hard to get your order to you on time, as promised. If we are unable to deliver your parcel we will call ahead to let you know and re-arrange another collection or delivery time. If you have not received a call from us, your order will be on its way to you.

You can also check the progress of your order 24/7 via the 'My Account' page.

  1. Select the 'Recent Orders' tab in My Account.
  2. Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can also track your delivery.

What if my item is showing as delivered but I haven’t received it?

This usually means a card will have been posted to let you know the location of your parcel. Please check the card for details.

The item may be in the secure delivery location that you specified as a safe place or the courier may have left the parcel with a neighbour.

You can track your parcel 24/7 via My Account:

  1. Select the 'Recent Orders' tab in My Account
  2. Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
  3. If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

How do I know when my item is out for delivery?

  1. 1. Select ‘Recent Orders’ in My Account.
  2. Click ‘Track Parcel’ and you will see your order status move from ‘processed’ to ‘dispatched’.
  3. Under the Latest Tracking Information you will see real time tracking status of ‘Dispatched By’, ‘Available to deliver’ ‘Loaded onto Van’ or ’Passed to Courier’.
  4. When the item has been delivered your order status will move from ‘dispatched’ to ‘delivered’.

How do I get help with my Collect+ delivery?

If you need help with your Collect+ delivery please click here. You can also retrieve your collection code from here if you need to.

Connection and removal charges.

Take a look at the options below:

Washing machine connection - £19.99

Washing machine removal - £19.99

Washer Dryer connection - £19.99

Washer Dryer removal - £19.99

Dishwasher connection - £19.99

Dishwasher removal - £19.99

Tumble Dryers removal only - £19.99

Fridge Freezers, Fridges, Freezers removal only - £19.99

Cookers – Gas and Electric connection - £80

Cooker removal (except range or built in) - £19.99

Range cooker removal only - £19.99

Connection of appliances can only be made within 1 metre of your existing approved energy supplies, and does not apply to built-in appliances. If you choose a delivery only service when purchasing a cooker, you should ensure it is installed by a suitably qualified person, e.g. a gas safe registered or qualified electrician. Delivery, connection and removal may not occur on the same day.*Washing Machines, washer dryers & dishwashers will only be connected if the site is clear, the old appliance is disconnected, drained of water and only to existing, approved fittings and pipework. We cannot re-site existing pipework. Connection of appliances can only be made within 1 metre of your existing approved energy supplies. Delivery, connection and removal may not occur on the same day.

If the above services are available, they will be offered to you at the product page or basket. If you select removal as a service option, please ensure that your old appliance is disconnected by a qualified person if applicable.

Please note: If you have booked removal for your appliance please ensure it is disconnected and for washing machines, dishwashers & washer dryers these should also be fully drained of water and fridge/freezers should be defrosted and dried.

I wasn't at home when you delivered my appliance. Why have I been charged?

We reserve the right to levy a £30 administration charge for failed pre-arranged deliveries where you are not in to receive the goods.

Large item delivery expectations:

Our large item delivery services are subject to driver and vehicle availability. You’ll be able to see whether Next Day delivery is available to you once you enter your postcode on the product page.

We deliver UK-wide but our delivery services may take a little longer if you live in remote areas like the Scottish Highlands and Northern Ireland.

Some items come direct from suppliers. If so, we'll give you an estimated availability time frame on the product page and this will translate into an estimated ‘delivery by’ date at check-out based on working days. Our carrier will contact you once the goods have arrived with them to agree the actual suitable delivery date with you. You can also track your order’s progress in MyAccount.

Next day delivery isn’t available on certain items during sales and other promotions. Check the items delivery info at check out.

About Local Collect

For selected product direct from our suppliers instead of delivering a parcel to your home or business address, you can select a Local Collect pickup point and collect your parcel at a time that's convenient for you.

Local Collect is a service provided by Royal Mail as an alternative to home delivery. Royal Mail will deliver your parcel to a Post Office® branch of your choice for you to collect at your convenience.

Pickup to a Local Collect pickup location is free for Littlewoods customers.

Your parcel will be delivered on your estimated delivery date before 18:00. When your parcel is ready for collection from the pickup location, you'll receive an e-mail notification/SMS with pick-up instructions. You can check progress of your parcel on ‘my account’ or via https://www.royalmail.com/track-your-item#/.

Local Collect can accept items up to 90cm x 60cm x 60cm with a maximum weight of 10kg. To collect your parcel, you'll need your parcel tracking number and identification that matches the name that you selected during checkout.

You can use one of the following forms of identification to collect your package:

  • Cheque Guarantee / Credit / Debit Card
  • Bank/Building Society Book
  • Valid Passport
  • Cheque Book
  • Driving Licence
  • Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)

All parcels must be picked up within 18 days. If you can't collect your parcel within this time, it'll be returned to us and you'll receive a refund.

How do I return an item?

Simply request a return online via My Account. All you need to do is:

  1. Log in to My Account>
  2. Select the ‘Returns’ tab>
  3. Find your order and select the item(s) that you wish to return>
  4. Follow the returns instructions, select your return option and you’re done!>

All our returns services are FREE; please reuse the original packaging where possible. Please see below for the different return options:

For all our delivery and return options plus charges click here.

Collect+ ( up to 10kg) s- Fast, convenient and perfect for those on-the-go; there are over 7,000 Collect+ stores in the UK and most are open late, seven days a week.

Post Office (up to 10kg) - Return items easily via the Post Office. Please note, any items exceeding the 10kg weight limit will incur a charge.

What are my Returns options?

For information on all our return options click here.

What do I do if my item is faulty?

We’re sorry to hear that your item is faulty.

Arranging a faulty return for a non-electrical item via My Account is easy. All you need to do is:

  1. Log in to My Account
  2. Select the ‘Returns’ tab
  3. Find your order and select the item(s) that you wish to return
  4. Select the reason as ‘faulty’, follow the returns instructions, select your return option and you’re done!

Faulty electrical items

If you have a faulty electrical item, then we may advise you to contact the supplier directly. We have agreements with each of our suppliers who are the technical experts, to ensure that they will help you on our behalf.

Can I track my return?

  • If you sent your parcel back via Yodel, click here to track your parcel using your reference number.
  • If you sent your parcel back via the Post Office, click here to track your parcel using your reference number.
  • If you sent your parcel back via Collect plus, click here to track your parcel using your reference number.

Will you refund my delivery charge?

We will refund the delivery charge where there all the goods in an order are faulty. We will refund the standard delivery charge if you cancel your order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations. Please view our Returns Policy for a full explanation of your rights when returning goods.

What do I need to do before returning an item?

Before arranging your return, please check the information below:

  1. In response to the coronavirus outbreak we increased our 28 day Approval Guarantee returns window to 50 days for all small items on orders placed between 1st March and 14th May. For orders outside this timeframe the standard 28 day period applies.
  2. Please ensure the product is unused, complete and safely wrapped in its original packaging and that any security tags are still intact.
  3. Please complete the returned goods note for each item you are returning and place into the delivery bag with the items.
  4. Stick the returns address label over the original label.
  5. Large items - please request a return by calling our Customer Service Team within the 28-day approval period to inform us you would like to return the item. We are now able to offer our home collection service again with some temporary changes, please see our COVID-19 FAQs for more details. Until then please keep the product safe and adequately protected

All items will be inspected upon return to ensure they meet this criteria.

What do I do if I haven’t got my returns address label?

It’s not a problem, just continue to arrange your return via the Returns section in My Account and when you select which returns option you wish to use, you will be able to download and print a new returns label if required.

How long does it take to get a refund after I’ve returned my item?

If you purchased using a debit or credit card please allow 3 working days from when we receive your item back for your card to be credited. You can check the status of your return via Transaction History in My Account.

If you purchased your item using your Littlewoods account you can check to see if your returned item has been credited by visiting Transaction History in My Account.

What is your Returns policy?

Important Message: in response to the coronavirus outbreak we have made some temporary changes to our Returns Policy, all other elements of our Approval Guarantee remain

  • Small items - we increased our returns window from 28 days to 50 days for all small items ordered between 1st March and 14th May. For orders outside this timeframe the standard 28 day period applies
  • Large items - please request a return by calling our Customer Service Team within the 28-day approval period to inform us you would like to return the item. We are now able to offer our home collection service again with some temporary changes, please see our COVID-19 FAQs for more details. Until then please keep the product safe and adequately protected

RETURNS POLICY

Our 28 Day Approval Guarantee

We will replace or refund most goods provided they are returned to us within 28 days of receipt complete, unused, in their original packaging and with any security tags intact. Our Approval Guarantee does not apply to some goods or may apply only if certain conditions are met. These goods are identified on the product page and any such conditions are set out there. Returns are free under our Approval Guarantee. If you return goods outside the scope of the Approval Guarantee and you have not exercised your legal right to cancel (explained below) we reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.

Your Right To Cancel Your Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.

You also have the right to cancel your order under these regulations. However, this cancellation right does not apply to personalised products, perishable goods, audio & video recordings and computer software which has been opened and goods that are unsuitable for return for health or hygiene reasons if they are unsealed after delivery. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period, for example by using the returns note contained in your parcel or by using the model cancellation form in our website returns help pages, which you can send to us via webmail or post. If you cancel, we will reimburse any payment received, including the standard delivery charge, by the original means of payment. Where the goods have not been delivered, the reimbursement will be made within 14 days of the cancellation. Where the goods have been delivered, the reimbursement will be made within 14 days of us receiving the goods back or us receiving evidence that you have returned the goods, whichever is earlier. You are responsible for returning the goods to us and we may make a deduction for any loss in value of the goods arising from unnecessary handling by you.

Consumer Rights Act 2015

If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. a repair, replacement, or refund.

Supplier Helplines

If you report a fault with an electrical or furniture product, we may give you a supplier helpline to contact. We have arrangements in place with these helpline providers for them to identify the cause of any fault (we do not have the necessary technical expertise to do this) and to offer you an appropriate remedy. If you are dissatisfied with the service provided by a particular helpline, please inform us and we will take back control of the matter. Most helplines are open 9am - 5pm Monday to Friday.

Can I have a copy of the model cancellation form?

Please click here for the Model Cancellation Form.

The item I bought was part of a promotional offer, what do I need to return?

When you return an item we will identify if it is part of a multibuy deal such as ‘3 for 2’ to determine if the offer still applies. If the offer is broken, for example, you return one of your 3 for 2 items and keep the free one we will automatically reverse the offer and charge you the correct selling price for the items you keep.

Here are some examples to help explain this further:

Example 1 – You return the free item

  • You spend a total of £24 on a 3 for 2 multibuy offer.
  • The 3 for 2 multibuy is made up of: 2 items priced at £12 and 1 item priced at £10 (this becomes free as it’s the cheapest).
  • On your statement you will see 2 items showing £12 charge and 1 free item showing no charge.
  • If you return the free item then no refund will be applied as the item was not charged.

Example 2 - You return one of the items you paid for

  • You spend a total of £24 on a 3 for 2 multibuy offer.
  • The 3 for 2 multibuy is made up of: 2 items priced at £12 and 1 item priced at £10 (this becomes free as it’s the cheapest).
  • On your statement you will see 2 items showing £12 charge and 1 free item showing no charge.
  • If you return one of the £12 items, then a refund is credited to your account.
  • Because the 3 for 2 offer has now been broken, we will also automatically debit your account for the original ‘free’ item at £10.
  • Your final spend would be £22.

How do I contact you?

Our Customer Care team is available to support you with any issues or queries you may be experiencing. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

We would ask that you use our online support wherever possible e.g.

  • 'My Account' to check your balance, orders, returns, make a payment etc.
  • 'Help & FAQs' to help resolve most everyday queries.

If your query remains though please don’t hesitate to contact us by calling our Customer Care Team on Freephone 0800 092 3444, available 8am – 6pm Monday to Friday and 9am – 4pm Saturday. We are here to help you.

How do I make a complaint?

We’re really sorry that you are not happy with our service. If you need to contact us, you can do so via the following channels and we’ll do our very best to put things right;

  • Call our Customer Care team on Freephone 0800 092 3444. 8am - 6pm Monday to Friday and 9am – 4pm Saturday.
  • Or you can write to us at:
    Littlewoods
    Customer Excellence
    Sandringham House
    Sandringham Avenue
    Chelmsford,
    CM92 1LH

Our Customer Care team is available to support you. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

If your complaint relates to your Payment Protection Insurance Policy (PPI), please click here.

To view our Published Complaint Report, please click on the attachment: Published Complaints Report

To view our Financial Services Complaints Procedure, please click on the attachment: Financial Services Complaints Procedure

Please see below link to the European Commission's Online Dispute Resolution Platform - http://ec.europa.eu/consumers/odr/

How do I make a PPI Complaint?

The PPI complaint deadline has now passed

The Financial Conduct Authority set a deadline of 29 August 2019 for making a complaint in relation to PPI mis-selling or the non-disclosure of commission for PPI policies. If you didn’t make a complaint to us on or before the 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.

We may consider PPI complaints brought to us after the deadline if you couldn’t complain within the time limit because of exceptional circumstances. You would need to provide evidence to confirm that you were affected by circumstances that were exceptional and that those circumstances caused the delay.

Complaints about rejected claims or administrative matters not connected to the PPI sale will still generally be in time.

You can make a complaint by writing to us at the address below or by calling our Freephone number 0800 815 9189 (lines are open Monday to Friday 9am to 5pm).

Shop Direct Finance Company
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LH

Please note that the run up to the deadline has been a particularly busy period for us, which may result in your final response being delayed. If you raised a PPI complaint prior to 29 August 2019 and are yet to receive your final response letter, please be assured that we are in the process of dealing with your complaint and will be in touch with you shortly. If you have any queries regarding the status of your PPI complaint, please contact us on Freephone 0800 015 8512 (lines are open Monday to Friday 9am to 5pm).

If you are unhappy with the outcome of your complaint you may be able to refer the matter to the Financial Ombudsman Service by writing to them at South Quay Plaza, 183 Marsh Wall, London E14 9SR or by contacting them on Freephone 0800 023 4567 or 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers). Alternatively you can simply visit their website at www.financial-ombudsman.org.uk and follow the instructions for referring a complaint, stating clearly the nature of the complaint and the party to which that complaint was originally addressed.

Buy Now Pay Later

How do I make a payment towards my Buy Now Pay Later order?

To make a full or partial payment simply log into "My Account", choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable. Interest will be charged at your account rate.

Where is Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can be found in the BNPL Summary on your statement. You can also log into "My Account" and go to "Transaction History" to view your Buy Now Pay Later purchases.

What is excluded from Buy Now Pay Later?

Buy Now Pay Later payment option is only available on certain products. The costs for delivery, installation services and any warranty and insurance products cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

Statements

Your statements are available for you to view:

Go onto ‘Transaction History’ in My Account.

Your statements will be stored for 12 months, so you can access these anytime you need to.

If you are still receiving a paper statement, you will see a message in your My Account summary that will allow you to switch off paper statements, if you wish.

If you are currently not receiving paper statements but would like to, you can request this in the My Account section.

Where is my Buy Now Pay Later shown on my statement?

A breakdown of all Buy Now Pay Later purchases can be found in the BNPL Summary on your statement. You can also log into "My Account" and go to "Transaction History" to view your Buy Now Pay Later purchases.

I have a query regarding my Littlewoods credit card. Can you help?

If you have a query regarding your Littlewoods credit card, including your application, please use our dedicated phone line for all Littlewoods credit card related queries 0333 000 0606.

How do I use a promotional code?

When you get to the checkout you can apply your promotion code. If you’ve forgotten to apply your promotion code, don’t worry there’s no need to cancel your items just get in touch and we can amend your order.

Remember, you’ll need to contact us quickly as each promotion code has an expiry date and after this date we can’t apply the discount.

To use a promotion code, simply:

  1. Type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.
  2. When your code has been accepted, you can then chose to 'add to account' and the order will be added to your Shopping Account or you can chose to 'pay in full now' and make the payment on your debit or credit card.

Direct Debits

What is a Direct Debit?

Direct Debit is a simple, safe and speedy way to pay regular bills and subscriptions automatically from your Bank Account. You choose a payment option (minimum payment or total balance) to be collected. From then on the amount will be deducted from your account on a regular basis every 28 days. Littlewoods can only take the agreed amount. When we send your statement we will tell you the amount of the payment and date of when we will request it from your Bank or Building Society. You can set up a Direct Debit online using My Account. You must be the account holder and the only person required to authorise debits on this account. The account that you use must accept direct debits (e.g., some savings accounts do not accept direct debits)

What do I do if I have a query about a Direct Debit?

If you have a query regarding an indemnity claim for your Direct Debit with Littlewoods, please speak to your bank or building society. For any other queries please contact us via webchat above.

Will my Direct Debit be taken from my bank account on the same day every month?

No, payments are requested at 28-day intervals throughout the year in line with your statement.

Can I cancel a Direct Debit?

You can cancel your Direct Debit from the Payments tab within My Account by clicking on to Direct Debit and selecting cancel. Please ensure you also cancel the Direct Debit with your bank/building society.

Your Bank or Building Society can make the cancellation up to and including the due date, but try not to leave it until the last minute or you run the risk of a payment being made. Remember that cancelling the Direct Debit simply stops paying the company. If you carry on receiving the goods or service then you will have to organise an alternative payment method.

Once my DD is set up do I have to do anything?

No, other than making sure you have sufficient funds in your account when the payment is due. To assist with this, Littlewoods will give you advance notice of the collection dates and amounts, whether you set up a Direct Debit by the telephone or Internet. It is sensible to check your Bank statement regularly to ensure that all your Direct Debits are going out as shown on your advance notice.

You may want to change your payment amount (minpay or full balance) You can do this via the Payments tab in My Account and selecting the direct debit tab.

Please note: once you have requested a Direct Debit to be set up, you will need to continue to make payments on your account as normal until your statement indicates that your payment will be taken by Direct Debit. Your statement will tell you the amount of the payment and the date it will be taken from your bank / building society account.

If I set up a Direct Debit via the Internet, what record will I have of the agreement?

You will be sent confirmation of your Direct Debit Instruction within 3 working days of your on-line sign-up, and then 14 days before the first collection. Simply check the details and contactLittlewoods if you have a query. Regardless of what method of sign-up you agree to, you are still fully covered by the Direct Debit Guarantee.

Problems setting up a Direct Debit?

If you are having difficulties setting up a Direct Debit, check the following :

  • You must be the bank account holder and the only person required to authorise direct debits on this account
  • The bank account that you use must accept Direct Debits (e.g, some savings accounts do not accept Direct Debits)
  • The name and address details held by your bank or building society must match those in My Account.
  • If you are continuing to have problems then please contact us via webchat or your bank or building society for advice

The Direct Debit Guarantee

  • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
  • If there are any changes to the amount, date or frequency of your Direct Debit we will notify you normally within 14 working days in advance of your account being debited or as otherwise agreed. If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request
  • If an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
  • - If you receive a refund you are not entitled to, you must pay it back when we ask you to
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us

What is persistent debt?

If you've paid more in interest and charges than you've paid off the amount you borrowed over an 18 month period, this is considered persistent debt by the Financial Conduct Authority.

How will I know if my account’s in persistent debt?

If you’re in persistent debt we’ll get in touch by letter or email to let you know and advise you of what actions you can take to help improve your situation.

I’ve received a letter or email from you saying I’m in persistent debt – have I done something wrong?

No, you haven’t done anything wrong – lots of customers making minimum or low repayments have been sent a letter or email.

What do I need to do if my account is in persistent debt?

We suggest you look at your finances to see if you can afford to increase the amount you pay each month. You could also try to make extra payments where possible. Taking these actions will clear your balance sooner and may reduce the cost of borrowing.

Do I have to pay my full balance in 18 months?

No, we’re not asking you to pay off your balance. You just need to pay more of the amount you’ve borrowed compared to the amount of interest and charges.

What if I don’t increase my payments?

We’ll regularly review your account and we’ll contact you again if we find that your position has not changed. To prevent you from getting into further debt, we may have to suspend your account. If this happens you won’t be able to shop on your account until we’ve agreed an appropriate plan for you to repay your outstanding balance. We may also make the credit reference agencies aware of your circumstances.

Can I just pay my minimum payment?

Yes, you can still pay just your minimum payment if money is tight one month. However, we would recommend increasing the amount you pay each month to help improve your situation

What if I can’t afford to increase my payments?

If you think that increasing your payments could be a struggle for you, please let us know and we’ll do what we can to help. Visit our page littlewoods.com/persistentdebt for more information including contact details.

Alternatively, if you’re experiencing significant or potentially long-term financial difficulties, it may be beneficial to contact a debt advice service. StepChange Debt Charity offers free, impartial and confidential advice; you can visit their website at www.stepchange.org or contact them on 0800 138 1111.

What is My Account?

My Account lets you manage your account online with us 24/7. So you can track your latest order, make a payment or arrange a return whenever you like!

Here’s a step by step guide to what My Account offers you:

1. Summary

If you purchase using the Littlewoods Account, the summary section shows your minimum payment and due date. You can also see your available to spend, credit limit, current balance and next statement date. Plus there’s a message centre for your personal updates.

2. Recent Orders

Use this section to track your orders, from the warehouse to your home! You can also amend your delivery if you see a link to the Yodel, Arrow XL or Royal Mail website.

3. Transaction History

View your most recent transactions and get access to your statements. You’ll see a link to download a pdf version of your statement.

4. Make a Payment

If you purchase using the Littlewoods Account, you can use this section to make online payments to your account using direct debit, debit cards, maestro cards and credit cards.

You can also make a full or partial payment towards your Buy Now Pay Later purchases. Simply log into "My Account", choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember, if you choose not to pay the cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable. Interest will be charged at your account rate.

5. Returns

Use this section to arrange a return of an unwanted item online – simply choose a returns option that suits you! You can also make a return via Collect + for free under our Approval Guarantee!

6. My Details

Here you can update lots of things, from your address to your contact preferences!

7. Account Details

To correct or change any details, over-type in the relevant boxes, then simply click ‘Submit’. Please allow up to 48 hours for any new details to be processed and shown online.

8. Contact Preferences

Control how we contact you about our special offers and promotions.

9. Account Queries

They can be accessed by clicking on 'My Details'. Through Account Queries, you can contact safely and securely via webmail.

10. Address Book

In this section you can add or amend the details in your address book.

Please note: For security reasons if you are a Littlewoods Account holder you will not be able to access My Address Book or amend your personal details until you have made a payment to your account.

11. Change Password

Here you can change your current password. Use the password strength indicator to create a strong password – hint: a mixture of letters and numbers will give you a strong password!

12. My APR

This will show you the current annual interest rate on your account.

Please note we use strict security measures to keep all your details safe

How do I unlock My Account?

If your account has been locked due to unsuccessful attempts to sign in to your account, you’ll need to reset your password so that you can continue to shop.

Just follow the simple steps below and you’ll soon be browsing all your favourite things again.

  1. Click on ‘Forgotten your password?’
  2. Complete the form and click continue.
  3. We’ll send you an email containing a link to the password reset page.
  4. Please note: If you don’t receive an email, please check your Junk Email
  5. folder before contacting us.
  6. Click on the link in the email and complete the form.

It’s really important that your new password is secure so please make sure it:

  • Have at least 8 characters
  • Include at least one lower case letter
  • Include at least one upper case letter
  • Include at least one number

Once you’ve updated your password you’ll be able to go shopping at Littlewoods right away. If you haven’t attempted to log on to your account, please get in touch with us immediately.

How do I change my password?

Changing your password is really easy! Just follow the steps below:

  1. Go to My Details tab in My Account.
  2. Select ‘Change Password’ and complete the form.

It’s really important that your new password is secure so please make sure it:

  • Have at least 8 characters
  • Include at least one lower case letter
  • Include at least one upper case letter
  • Include at least one number

You have asked me to confirm my details. What should I send you?

The document should be dated within the last three months, which you send via our secure webmail, in My Account.

Click "My Details"

Click "Account Queries", and select "You have asked me to send in proof of change of name / address / DOB"

You will have the option to select, change of name, date of birth amend or change of address.

Proof of Residency (A copy of one of the following documents dated within the last 3 months)

  • A bank or credit/debit card statement
  • Recent Utility Bill
  • Council Tax Bill
  • Official government document (housing/council tax benefit or tax credit)

Proof of name change

  • Marriage Certificate
  • Deed poll
  • Decree Absolute (we will need a copy of your birth certificate as well)
  • Civil partnership certificate
  • Gender recognition Certificate

Proof of DOB

  • Birth Certificate
  • Driving License
  • Residence Permit
  • Adoption Certificate
  • Valid Passport (identification details inside the back cover)
  • Valid Photo license (Full or Provisional)

Communications

Why are you emailing me letters?

We’re emailing our letters to make your shopping experience even better as well as getting information to you in a more speedy way. Letters can take up to a week to arrive, which is too late for the type of message we’re sending. It’s kinder to the environment and means we can deal with your queries faster. However, there are some letters we’ll have to continue to mail to you for security or regulatory reasons.

We’ll store the letters in ‘My Account’ for 8 weeks for you. Want to keep them for longer? No problem. You can either print them or download and save them. Just so you know, we’ll remove them after 8 weeks so that we don’t clutter your account summary tab with old information.

How secure are these emailed letters?

We’ll send you sensitive letters as a PDF that requires a password to open the attachment. The password is made up of information that we both know and we’ll tell you what we need you to input in the email. For security reasons the password will never be your account number. If you don’t want to get attachments you can opt out of these by changing your preference in the ‘My Details’ tab of ‘My Account’. If you chose not to receive PDF emails we’ll just email you to let you know we’ve put a letter in ‘My Account’ for you to view.

The letters will come from Littlewoods and you’ll see the email address displayed as notification@eletters.littlewoods.com. If you’re ever worried about whether it’s a genuine email from Littlewoods, check the email has come from this email address before opening it. Alternatively, you can sign into ‘My Account’ and view the letter safely in the account summary tab.

We highly recommend you register your own personal email address rather than a shared one to make sure no one else can have access to your personal mail.

Why am I not getting letters emailed to me?

We won’t send you emails if you’ve not registered in ‘My Account’ or if we can’t deliver emails to you. If we haven’t got your postcode or phone number we can’t construct a password to protect your letter, so we’ll tell you it’s in ‘My Account’ instead. (You can add a phone number/post code if it’s missing in ‘My Details’ at any time).

What are your Terms and Conditions?

Our full terms and conditions can be found by clicking here.

What can I do if I think I have been a victim of ID theft?

If you think you have been the victim of identity theft, then you can take the following action:

1. Contact our dedicated Identity theft team, where you will be assigned a personal case worker who will deal with the matter for you. They can be contacted at:

Identity Theft Team, Shop Direct Group Ltd, Thynne Street, Bolton, BL3 6AX
Call us on Freephone 0800 0151 290 or alternatively you can contact us via secure webmail, in My Account.

2. Apply for a copy of your personal credit report to ensure there are no unknown transactions or applications. You can apply for your credit file from the following agencies:

Equifax PLC
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
Tel: 0844 335 0550

Experian Ltd
Consumer Help Service
PO Box 9000
Nottingham
NG80 7WP
Tel: 0844 481 8000

Callcredit Ltd
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
Tel: 0870 060 1414

What is ID theft?

Identity theft is where someone has obtained your personal details without prior knowledge or consent, with intent to obtain goods and services in your name. It is one of the fastest growing crimes in the UK and anyone is at risk.

If you feel you have been a victim of identity theft please call 0800 0151 290 alternatively you can contact us via secure webmail, in My Account.

Where can I get further information on ID theft?

There are a number of different agencies that can provide further information with regards to identity theft.

CIFAS
6th Floor, Lynton House
7-12 Tavistock Square
London
WC1H 9BQ
www.cifas.org.uk

Home Office Identity theft page
www.identity-theft.org.uk

How can I prevent my identity from being stolen?

Ensure all your personal details are kept confidential. Avoid giving them out easily and store them in a secure location.

Destroy documents such as bank and other credit statements, household bills and receipts that may show your name, or other personal details.

Make sure that you thoroughly check through statements from the bank, building society or credit cards for unknown transactions.

Fully close accounts that you no longer want to use, and change the addresses on them when you move.

How do I identify spoof emails?

You may receive emails claiming to have been sent by us with subjects such as:

‘Your account has been suspended’ or ‘Online account expired?’

Usually, these emails have not been sent by us and are actually forged. They’re designed to encourage you to click the links in them and to log in to your account.

These emails are known as phishing emails and use genuine company logos and addresses to look and feel like they’ve come from the company. The links in these emails usually direct you to a fake login page, which looks exactly like the real login page. If you log in, your account details are stolen and may be used to access your account or commit fraud.

Should you receive a suspicious email claiming to have been sent by us, you can forward it to customersecurity@shopdirect.com where we can check its validity. If it’s a phishing email we’ll investigate further. When forwarding suspicious emails, please don’t change the subject in the email as this can be useful to us. If possible, please attach the email to a new email and submit it to us.

Please don’t click on any of the links in the suspicious email as the purpose of the email is to guide you to a website in order to collect personal information and commit identity theft or other crimes.

If you’ve entered, or suspect you may have entered, your account details into a phishing website, please follow the information on the ‘What can I do if I feel I have been the victim of identity theft’ page.

Please note that we won’t be able to respond to all of the emails sent to customersecurity@shopdirect.com.

Is it safe to key in my SecureCode or Verified by Visa password online?

No one at Littlewoods can read your password. The information you enter on the screen is sent securely to your card provider who’ll check it against your registration details and let Very know whether the payment can be accepted. Card suppliers will vary in the amount of information they’ll ask for to verify your SecureCode. Many will only ask for some of the characters. It’ll be similar to the process you go through if you currently use online banking.

What should I do if I have a Security or Privacy concern about my data or account

If you believe that the Security or Privacy of your account or Personal data held by us has been compromised, please contact us on securityandprivacy@shopdirect.com with a description of your concern and contact details to allow us to investigate.

What should I do if I’ve been sent an email to contact you about my account?

If you have received an email to contact us about the security or privacy of your account, please call us on 0800 051 1136.

What is 'Affordability' and why do you need my details?

When we assess your credit limit we ask you for some information such as your residential status and annual income, known as ‘Affordability’ questions. We use a credit reference agency to verify your responses for to help us to determine a credit limit that is affordable to you.

We will regularly assess your credit limit, verifying information provided by you with a credit reference agency (this will leave a soft search footprint on your financial record which will not be seen by third parties such as lenders).

So we can provide the best service, we expect you to provide accurate and complete information on the affordability questions, particularly with reference to any information that may impact our assessment of affordability.

How and where do I change my credit limit?

To change your credit limit or view you affordability details, log in to ‘My Account’ and go to My Credit Details.

Prior to requesting a credit limit change we need you to enter or update your affordability details, to request a credit limit change there are two options:

  1. Apply for credit limit increase
  2. Request credit limit decrease

What does each of the ‘Affordability’ questions mean?

Residential Status - This best describes the accommodation you live in, for example if you rent or own your property.

Employment Status - You’ll need to tell us if you are working and the status of your current job. If you don’t currently work, select ‘unemployed’.

Annual Income - Is the total income you earn per year, this includes your salary before tax and any benefits or pensions you may receive.

Total household Income - Is the combined income earned per year before tax of every person in the household, also includes benefits or pensions received by household members.

Number of Dependants - Anyone living within your household that is dependent on your financial support for example children or older relatives.

Do you check my affordability details with a credit reference agency?

We do verify information provided by customers with a credit reference agency, this verification will leave a soft search footprint on your financial record which will not be seen by other third parties such as lenders.

We are committed to being a responsible lender who acts in the best interests of its customers. This means we have a responsibility to our customers to be open and honest, and to treat them fairly.

Personal information is treated confidentially and in accordance with Data Protection legislation.

How do I opt In/Out of automatic credit limit increases?

  1. Log in to ‘My Account’
  2. Go to My Credit Details
  3. Then select Manage credit limit offers

My Credit Limit is different to what I expected?

If you’ve requested a credit limit change and don’t receive the desired outcome, it’s because we always aim to be a responsible lender, so any limit provided will take into account your affordability information, external credit reference agency data and available internal information.

As a responsible lender we want to ensure that you can afford the credit limit provided. We encourage you to be open and transparent when answering affordability questions so that we can properly assess your financial situation

My circumstances have changed and I’ve been refused a credit limit increase?

We verify affordability details with an external credit reference agency, it may take the credit reference agency up to 30 days to update your credit file to reflect your new circumstances.

Why can’t I decrease my credit limit?

You can request a decrease to your credit limit whenever you want, your current balance will determine if your limit can be decreased.

I've reached my limit for the number of times I can request a credit limit change or update my affordability questions online?

We’ve limited the number of times you can request a credit limit change or update your affordability details online within a rolling 30 day period, this limitation does not apply when your request is performed by our Customer Services Team.

The system is down and I’m told to check later regarding my Credit Limit change request online?

At times we may not be able to process your credit limit change request immediately, but we will process your request as soon as possible, to find out the outcome of any credit change request login to ‘My Account’ to see your new credit limit on the Summary page within 24 hours of any change request.

Why are product reviews important?

We really value our customer feedback and want to make sure all our customers have the opportunity to write a review of their recent purchase.

In turn, we can use this feedback to improve our products and ranges to make Littlewoods an even better place to shop.

How do you collect product reviews?

Customers:

If you've bought something we'll send you an email inviting you to leave a products review. You can also write a review by logging into 'My Account' and visiting the 'My Orders' page.

Brands:

We also share product reviews from some of our big partner websites, such as Dyson and Samsung. Look out for their brand logo next to the review.

Why was my review rejected?

We would love to publish all reviews, but sometimes what's been written doesn't meet with our guidelines.

Below are some helpful tips on writing a review that'll get through:

  • Keep your review focued on the product itself and try not to refer to service or delivery experiences.
  • Whether or not you liked the product, we'd love to hear why.
  • Don't include personal information such as your full name, address or account number.

How do I write a review?

After you've bought something we'll send you an invitation to write a review, so keep an eye out for it.

Alternatively, you can write a review via 'My Account' - see the simple steps below:

Step 1. Login to 'My Account' and go to 'My Orders' page
Step 2. Find the product you want to review and click 'Write a review'
Step 3. Rate your product

Don't forget, for every review you write you have the chance of winning a £500 credit on your account
*T&C's apply.

Littlewoods Clearance also includes Bargain Crazy, The Outlet, Littlewoods Clearance @ Amazon, and Littlewoods Clearance Ebay Store.

When did Littlewoods Clearance cease trading?

Littlewoods Clearance, trading as Bargain Crazy, The Outlet, Littlewoods Clearance eBay, and Very Clearance eBay, ceased trading on 2nd March 2019

How can I use the points on my Loyalty Card?

Any outstanding store Loyalty Card Points (Smart Card) are now void and have no monetary value. The deadline for redeeming smart card points was 16th February 2019.

Where is my Order?

All customer orders have been dispatched. Any claims for orders not received should be submitted immediately by contacting us on Enquiries@BargainCrazy.com

I returned a purchase prior to March 15th, where is my refund?

Please note that refunds may take up to 30 days to process from when we receive your return. Please keep your proof of return until your refund has been completed. You should include identifying information in your parcel when returning goods (email address, order number, name and/or delivery postcode) otherwise this could prevent us from being able to process your refund.

My purchased item is faulty, what should I do?

For faulty returns, please contact us on enquiries@bargaincrazy.com including the following details:

  • Order Number/Receipt Number
  • Where you bought from (store / website)
  • Date of purchase
  • Item(s) affected, including quantity and what the fault(s) is
  • Proof of purchase (receipt copy, PayPal payment reference)
  • Warranty details (if any)

Please note that if you do not send the requested details, it will delay resolution of your query.

I sent an email request regarding a faulty item and I have not been contacted in the following 28-day period, what should I do?

If you have not heard back within the 28-day period please resend a copy of your original email request (including the faulty item(s) detail) via enquiries@bargaincrazy.com to chase the enquiry.

How do I make a complaint about the refund amount I was issued?

Please send us full complaint details required to enquiries@bargaincrazy.com.

Please note that if you do not send the requested details, it will delay resolution of your issue.

Delay Payments for 12 months with Buy Now Pay Later when you spend £50 or more

Interest is calculated and compounded daily at a typical rate of 44.9% per annum for the delayed payment period and repayment period and is charged to your account at date of order as a lump sum.

Remember, avoid paying all interest by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments.

1

What is Buy Now Pay Later?
Buy Now Pay Later is an interest bearing option that allows you to delay payments on your purchases for up to 12 months. The delayed payment period starts from the date of order (including pre-ordered items and those not ready for immediate dispatch).

You can choose:
A delayed payment period of 12 months and then a repayment period of 104 weeks when you spend £50 or more.
A delayed payment period of 12 months and then a repayment period of 156 weeks when you spend £99 or more.

How interest is calculated?
Interest will be charged for the delayed payment period and the chosen repayment period.

Interest is calculated and compounded daily at a typical rate of 44.9% per annum for the delayed payment period and repayment period and is charged to your account at date of order as a lump sum. This calculation factors in the planned payments that are requested during the repayment period. Your interest rate is personal to you and will be detailed in checkout.

How to avoid paying interest?
You can avoid paying all interest for both periods by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember if you choose not to pay the full cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable.

How do I make a Buy Now Pay Later payment?
To make a full or partial payment simply log into My Account, choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off. Alternatively, you can call us.

What happens after the delayed payment period?
If you have not made any payments towards your Buy Now Pay Later, the outstanding balance plus the lump sum of compound interest will be payable across your chosen repayment period. This will now be included in your account minimum payment request each month.

If you have made partial payments, but not cleared the full cash price before the end of the delayed payment period, the outstanding balance plus a reduced lump sum of compound interest will become payable. The repayment amount agreed for the repayment period will remain the same, meaning the repayment period may be shorter than originally agreed.
If you have paid the cash price in full before the end of the delayed payment period, you will not pay any interest.

What is excluded from Buy Now Pay Later?
The costs for delivery, installation services and any warranty and insurance products cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

Do I still have to pay my minimum payment?
Yes, allocating payments to Buy Now Pay Later will not cover the minimum payment for your Littlewoods account. If you have a non-Buy Now Pay Later balance on your Littlewoods account, you will still need to make at least your minimum payment as shown on your statement.