Online Help System
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Find out moreFAQs
My Account
Making a payment to your Littlewoods Account is really quick and easy via our website and can be done 24/7. Simply log into your Account and choose "Make a Payment".
You can pay by either a credit or a debit card and your payment will show on your Littlewoods Account the same working day. We'll email you when it does.
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 you 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.
Direct Debit
Setting up a Direct Debit is really simple, too.
It’s a safe and speedy way to pay your Littlewoods Account with an automatic payment from your Bank Account– all you need is your bank sort code and account number.
Log in to your Account and select Make a Payment.
Then select Set up a Direct Debit and choose a payment option that suits you best: Minimum Payment or Full Payment.
We’ll remind you of your Direct Debit on each statement. That way you’ll be aware of what we’re going to take and when your due date is each month.
Please note that if you have a minimum payment Direct Debit any Buy Now Pay Later payments will not automatically be taken, these payments will need to be made separately. If you have a full payment Direct Debit, any Buy Now Pay Later payments will be taken and settled after the end of the payment free period but you will still avoid interest.
By the way, your Direct Debit will be set up to pay the following month’s payment, so make sure you pay by another means such as credit or debit card or even by cheque until we confirm on your statement that we’ve set up your Direct Debit.
You can cancel your Direct Debit at any time by logging into your Account.
Internet/Telephone Banking
You can also make payments directly from your bank by quoting our sort code 62-13-35 and account number 0000 0000. You’ll also need to quote your Littlewoods Account number as your reference.
Alternative payment methods are available and detailed on the back of your statement.
Having Financial Difficulties
Please call us, click here for details, and a member of our team will talk things through with you (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm)
Back to FAQsHow 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 "Transactions & Statements" 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.
Returns are FREE under our 28 day Approval Guarantee - Here’s how to make your digital return:
Visit the My Orders section of My Account
Choose either to ‘Return items’ or ‘Return items from multiple orders’ – this will take you through to our digital returns portal
Select the items you want to return and tell us the reason for your return by choosing an option from the dropdown menu (if you’re returning multiple items you can include all items in one parcel - just ensure you’ve selected from the ‘Eligible for digital returns’ section)
You can select items from multiple orders to add to a single return in our digital returns portal, just expand the orders to find your items in recent orders, you can use the ‘Load More’ feature to review older orders.
- We process each returns parcel individually, so if your item doesn't fit in one parcel, you'll need to raise a separate returns request via My Account and obtain a separate label for each parcel
For smaller parcels, choose your preferred returns carrier and whether you need a “Printer” or a “No Printer” option for your return label, here’s your options:
Yodel Store (up to 10kg)
Post Office (up to 20kg)
Royal Mail Home Collection (up to 20kg)
For heavier Home Collection Only parcels, you’ll be presented with one of these options suitable to your item weight, the carrier will bring your label(s):
Yodel Home Collection (up to 32kg)
XDP Home Collection (up to 49.9kg)
Larger or big and bulky items may be ineligible for digital return due to being a large item. In this case the items will appear in the ‘Ineligible for digital returns’ section and we’ll provide details on screen on how you can contact our customer care team to arrange collection of your items
For Yodel Store and Post Office returns please choose a convenient drop off location from the map displayed, alternatively enter a post code for the nearest drop off points.
For Royal Mail Home Collection and Yodel Home Collection check that the collection details are correct and choose a preferred date for collection.
For XDP Home Collection check that the collection details are correct, XDP will contact you via email or SMS to arrange booking of your collection once raised.
Make sure to tick that the weight and dimensions don’t exceed the maximum allowed for the carrier then click proceed.
Click the download label button to create your QR code or label, we’ll also email this to you along with your returns confirmation as an attachment.
For Yodel and Post Office returns - take your parcel to your selected drop off location, the store assistant will scan the QR code on your phone screen and print and attach the label for you, or you can print your label at home and attach it yourself (if you chose this option).
For Royal Mail Home Collection – the carrier will collect your parcel on your chosen date. You can print your label at home and attach it to your parcel, or you can request the carrier bring your label and they’ll attach it for you.
For Yodel & XDP Home Collection – the carrier will collect your parcel on your chosen date. The carrier will bring your labels and attach it for you.
For larger or Big and Bulky items, Arrow XL will email you or send you an SMS with a link to book your collection directly with them. They’ll collect the items on your preferred date and bring the labels and attach it for you.
For all returns requested through our digital returns portal, we’ll update you on your parcel’s journey back to us via email – from links in these emails, you’ll be able to track your parcel via the carrier websites, or through tracking in our digital returns portal.
Please allow up to 14 days for your credit/refund to arrive once you have sent your items, there’s no need to contact us before this time.
Access the ‘Recent Orders’ tab on My Account (you will need to log in if you haven’t already).
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
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.
You’ll be able to get up to date tracking information and make amendments to your delivery if available.
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:
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.
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.
View your most recent transactions and get access to your statements. You’ll see a link to download a PDF version of your statement.
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.
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 Yodel store and it’s free!
This is where you can update lots of things, from your address to your contact preferences!
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.
Choose how we contact you about special offers and promotions.
They can be accessed by clicking on 'My Details'. Through Account Queries, you can contact safely and securely via webmail.
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.
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.
This will show you your current interest rate.
Please note: We use strict security measures to keep all your details safe.
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.
Click on ‘Forgotten your password?’
Complete the form and click continue.
We’ll send you an email containing a link to the password reset page.
Please note: If you don’t receive an email, please check your Junk Email folder before contacting us.
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.
Changing your password is really easy! Just follow the steps below:
Go to My Details tab in My Account.
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
We understand that people can have problems from time to time and we can help you come up with a plan to manage your account.
Whatever your circumstances, it’s important that you contact us as soon as you become aware that you are likely to have difficulty making payments. That way we can work with you to agree the most appropriate solution for you and try to help you get things under control as soon as possible. To call us, please click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).
Some of the ways we may be able to help include:
Take 30 days to get some help and advice
We'll give you the time and space to get some independent help and advice, and make sure your priority payments are up to date.
StepChange Debt Charity offers free, impartial and confidential advice; you can go online at www.stepchange.org or call them on 0800 138 1111 . You can also find helpful, impartial financial advice at MoneyHelper.
During the time you are getting independent help or advice, we will stop contacting you about your missed payments. We won’t charge you any late or missed payment fees or interest during this time but you won’t be able to place any more orders on your account until we are confident that your finances are back on track.
It's important to remember that this isn’t a payment freeze and we may tell credit reference agencies about any missed payments which could affect your ability to borrow money in the future.
Payment arrangements
Where you can afford to, we may be able to set up a payment arrangement. Depending on your circumstances this might be a short or long term plan, but will always be aimed at helping you get back on track as soon as possible.
This can involve temporary agreements to make lower or no payments for a limited period while you get back on your feet, plans to help you repay missed payments in an affordable way once your circumstances have improved or plans to pay down the balance of your account at a rate that is affordable.
Where we agree a repayment plan with you, to help you get back on track, we won’t charge you any late or missed payment fees or interest but you won’t be able to place any more orders on your account until your account is back up to date and we are confident that your finances are back on track.
We will tell credit reference agencies about any repayment plans we agree with you, which could impact your ability to borrow money in the future. However, if you keep to the arrangement, it may prevent a credit default being recorded which could potentially have a bigger impact.
Long term assistance
In some cases, if your financial circumstances are not expected to improve, the most appropriate solution for you might be to permanently close your account. We won’t charge you any late or missed payment fees and will stop charging interest to prevent the amount you owe from increasing. Your account may be transferred to one of our partners who will work with you to agree a long term solution to repay your balance at a rate that you can afford.
We will tell credit reference agencies about this and may register a default which will stay on your file for six years and could impact your ability to borrow money from other lenders during this time.
Please do not hesitate to get in touch with us if you would like to chat with our dedicated team to support you in the process of managing your payments.
Please call us, click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).
Or complete the Income & Expenditure form and follow the steps below:
Open the word document and update with the details requested
Click the "File" tab and click ‘Save As’.
Save the file to a name that you will recognise
From the drop down box select PDF next to the save as button as this will save the word document as PDF version.
Please then send the completed form to us via our Secure Webmail, in My Account and select the option "I am having financial difficulties," then select "I'm unable to pay"
Please bear with us, as we are currently experiencing extremely high contact volumes. If you have already contacted us via Secure Webmail, please be assured we are working as fast as we can to deal with your enquiry and will respond as soon as possible. We thank you for your patience and understanding.
Download the income and expenditure form hereNo, all payment freezes ended on the 31st July 2021.
If you are experiencing financial difficulties please get in touch. Click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).
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.
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:
Apply for credit limit increase
Request credit limit decrease
How will I know if my account is in Persistent Debt?
As part of the FCA rules on Persistent Debt we will be in touch if you have, over the past 18 months, paid more in interest, fees and charges on your account than towards paying back the amount you borrowed. Under the FCA rules this means your account is in something called “Persistent Debt”. We will monitor your account and will let you know when your account is in Persistent Debt.
18 months notification: If your account is identified as being in Persistent Debt, then we will contact you to explain your options and offer support if you need any extra help.
27 months notification: If you have not made sufficient payments to help reduce your Persistent Debt balance, we will get in touch again and explain what you need to do next.
36 months notification: If you’re still in Persistent Debt at this point, we will contact you to explain your options to repay your Persistent Debt balance over a reasonable period.
Why does it matter if I'm in Persistent Debt?
Although your credit account gives you flexibility on how to repay your balance, choosing interest free terms will reduce the cost of your borrowing over time. 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’s worthwhile making use of our 20 week or 52 week interest free credit options for any new purchases, or choose Buy Now Pay Later where you can avoid paying interest by paying the full cash price before the end of the delayed payment period. This will reduce your overall cost compared to paying over longer periods and being charged interest.
How can I avoid paying interest in the future?
Why not take advantage of our 20 week or 52 week interest free payment options for any new purchases or choose BNPL and pay the full cash price before the end of the delayed payment period to avoid paying any interest. This can be done in one full payment or multiple partial payments. Making partial payments without paying the full cash price may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.
These options will reduce your overall cost compared to paying over longer periods and being charged interest.
Delivery
For all our delivery and return options plus charges click here.
What is 'Supplier Direct Delivery’?
We have teamed up with some of our biggest fashion and sports brands to extend the range of products we can offer from them. These products will be delivered direct from them via their preferred delivery partners which may differ from our usual providers e.g. Yodel and Royal Mail.
Why is there no free delivery option for 'Supplier Direct Delivery' Products?
We are not currently able to offer Click & Collect on these products so these will be delivered via standard delivery to a home address. More details on delivery options here.
How do I track ‘Supplier Direct Delivery” Products?
Tracking these products works the same as all other items. More detail on this process can be found in our FAQ's, under Delivery.
How will I know if it's a 'Supplier Direct Delivery' product?
Products will show 'Delivered by (name of supplier)' on the product page (once your item/size has been selected).
How do I return a 'Supplier Direct Delivery' Product?
If you need to return a product delivered direct from our suppliers, check for any instructions that may have come in the original parcel.
For some suppliers, returns need to go direct back to them. In this case you should have a returns slip and either a pre-printed returns label or supplier website address along with details on how to generate a returns label.
Access the ‘Recent Orders’ tab on My Account (you will need to log in if you haven’t already).
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
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.
You’ll be able to get up to date tracking information and make amendments to your delivery if available.
Cancelling an order is easy, just follow the steps below:
Access the ‘Recent Orders’ tab in My Account. (You will need to log in if you haven’t already)
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
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.
Select the 'Recent Orders' tab in My Account.
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
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.
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.
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:
Select the 'Recent Orders' tab.
Find your parcel, then click 'Track Parcel' to reveal the latest information on your order.
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.
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’:
Select the 'Recent Orders' tab in My Account.
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
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.
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.
Select the 'Recent Orders' tab in My Account.
Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.
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.
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:
Select the 'Recent Orders' tab in My Account
Find your order, then click 'Track Parcel' to reveal the latest information on your order status.
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.
Select ‘Recent Orders’ in My Account.
Click ‘Track Parcel’ and you will see your order status move from ‘processed’ to ‘dispatched’.
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’.
When the item has been delivered your order status will move from ‘dispatched’ to ‘delivered’.
If your item is being delivered by Yodel, you’ll receive an email or text to let you know your order is out for delivery. This will contain your unique parcel details with a direct link with to track your parcel. You can also track your order using their website https://www.yodel.co.uk. You can also download their app via Google Play https://play.google.com/store/apps/details?id=uk.co.yodel.app&hl=en_GB or ITunes https://itunes.apple.com/gb/app/yapp-yodel-parcel-manager/id1152472311?mt=8.
If your order is a large item (such as furniture or kitchen appliances) and being delivered by Arrow XL you will receive an email or text to let you know your order is out for delivery, with a 4 hour time slot, this will contain your unique parcel details with a direct link to track your parcel. On the day you’ll receive a call from the driver to let you know that your order is out for delivery. You can also track your order using their website https://www.arrowxl.co.uk
If your parcel is being delivered to a nominated Yodel store you’ll receive an email or text containing a barcode when the order is ready to be collected. You can track your order using their website https://www.yodel.co.uk. You can also download their app via Google Play https://play.google.com/store/apps/details?id=uk.co.yodel.app&hl=en_GB or ITunes https://itunes.apple.com/gb/app/yapp-yodel-parcel-manager/id1152472311?mt=8.
If your parcel is being delivered to a nominated Post Office using the ‘Local Collect’ Click & Collect service you will receive an Email or SMS when your parcel is ready to be collected. You will need to bring your parcel reference contained within the Email or SMS and a valid form of ID (can you insert a link to the FAQ which details these valid forms of ID?) – you can track your order using My Account or via Royal Mail direct at https://www.royalmail.com/track-your-item#/.
If you need help with your Yodel delivery please click here. You can also retrieve your collection code from here if you need to.
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.
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.
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.
Returns
Returns are FREE under our 28 day Approval Guarantee - Here’s how to make your digital return:
Visit the My Orders section of My Account
Choose either to ‘Return items’ or ‘Return items from multiple orders’ – this will take you through to our digital returns portal
Select the items you want to return and tell us the reason for your return by choosing an option from the dropdown menu (if you’re returning multiple items you can include all items in one parcel - just ensure you’ve selected from the ‘Eligible for digital returns’ section)
You can select items from multiple orders to add to a single return in our digital returns portal, just expand the orders to find your items in recent orders, you can use the ‘Load More’ feature to review older orders.
- We process each returns parcel individually, so if your item doesn't fit in one parcel, you'll need to raise a separate returns request via My Account and obtain a separate label for each parcel
For smaller parcels, choose your preferred returns carrier and whether you need a “Printer” or a “No Printer” option for your return label, here’s your options:
Yodel Store (up to 10kg)
Post Office (up to 20kg)
Royal Mail Home Collection (up to 20kg)
For heavier Home Collection Only parcels, you’ll be presented with one of these options suitable to your item weight, the carrier will bring your label(s):
Yodel Home Collection (up to 32kg)
XDP Home Collection (up to 49.9kg)
Larger or big and bulky items may be ineligible for digital return due to being a large item. In this case the items will appear in the ‘Ineligible for digital returns’ section and we’ll provide details on screen on how you can contact our customer care team to arrange collection of your items
For Yodel Store and Post Office returns please choose a convenient drop off location from the map displayed, alternatively enter a post code for the nearest drop off points.
For Royal Mail Home Collection and Yodel Home Collection check that the collection details are correct and choose a preferred date for collection.
For XDP Home Collection check that the collection details are correct, XDP will contact you via email or SMS to arrange booking of your collection once raised.
Make sure to tick that the weight and dimensions don’t exceed the maximum allowed for the carrier then click proceed.
Click the download label button to create your QR code or label, we’ll also email this to you along with your returns confirmation as an attachment.
For Yodel and Post Office returns - take your parcel to your selected drop off location, the store assistant will scan the QR code on your phone screen and print and attach the label for you, or you can print your label at home and attach it yourself (if you chose this option).
For Royal Mail Home Collection – the carrier will collect your parcel on your chosen date. You can print your label at home and attach it to your parcel, or you can request the carrier bring your label and they’ll attach it for you.
For Yodel & XDP Home Collection – the carrier will collect your parcel on your chosen date. The carrier will bring your labels and attach it for you.
For larger or Big and Bulky items, Arrow XL will email you or send you an SMS with a link to book your collection directly with them. They’ll collect the items on your preferred date and bring the labels and attach it for you.
For all returns requested through our digital returns portal, we’ll update you on your parcel’s journey back to us via email – from links in these emails, you’ll be able to track your parcel via the carrier websites, or through tracking in our digital returns portal.
Please allow up to 14 days for your credit/refund to arrive once you have sent your items, there’s no need to contact us before this time.
For information on all our return options click here.
For some suppliers, returns need to go direct back to them. In this case you should have a pre-printed returns label in your parcel. You can also identify this by following these steps:
Visit the My Orders section of My Account
Choose either to ‘Return items’ or ‘Return items from multiple orders’ – this will take you through to our digital returns portal
Find the items you want to return, a message will display to let you know this item needs to go directly to our supplier
What to do if you can’t find the pre-printed returns label?
Click on the applicable brand link below and this will provide you with all the information needed to return your item.
Ann Summers
River Island
- If you have misplaced your returns slip and/or postage label, please contact Very Customer Care to request a replacement. Click here for details.
We’re sorry to hear there is a problem with your item, here’s how to make your online return:
Visit the My Orders section of My Account
Choose either to ‘Return items from multiple orders’ or ‘Return an item from a specific order’
Select the items you want to return and select ‘Faulty’ as the reason for your return from the dropdown menu
Important - Please provide specific details of the problem within the text box available
For some items we may need you to call us or one of our supply partners. We’ll let you know by displaying a message with instructions on how to contact them
Follow the steps on screen to complete your return
If you a safety concern about the faulty item, call us here
Have you checked our Product Support hub?
Lots of issues can be resolved without arranging a return, so see if there's a simple solution in our Product Support hub
You can track your parcel’s journey back to us via the tracking link within your returns confirmation emails.
You can also track progress of your return by entering the unique reference found on your return receipt. Use the links to the carrier websites below:
In store returns:
Home collection returns:
Will you refund my delivery charge?
For details of delivery charge refunds please see “What is your Returns policy?”
Before arranging your digital return, please ensure:
Your items are within our 28 day Approval Guarantee
The product is unused, complete and safely wrapped in its original packaging
Click here for details on how to arrange your digital return or visit the ‘How do I arrange a return’ FAQ
Items will be inspected upon return.
Refunds to Debit/Credit cards and credits to a Littlewoods Account (if purchased on credit) will usually be made within 5 working days of us receiving your returned item(s).
You can check the status of your return by checking the transaction history within the Transaction and Statements tab in My Account.
RETURNS POLICY
Our 28 Day Approval Guarantee
We will 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.
The Approval Guarantee does not apply to some goods or may only apply if certain conditions are met. Such goods are identified on the product page and any applicable conditions are set out there.
Returns are free under our Approval Guarantee.
If you return goods outside the scope of the Approval Guarantee and have not exercised your legal right to cancel (explained below) we reserve the right to either:
return the goods to you at your cost or
accept the return of the goods subject to us making a deduction from the refund to reflect any loss in value arising from your handling of the goods and us applying a charge to cover our processing costs.
Your Right to Cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You also have the legal 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 have 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 products for separate delivery, the cancellation period will end 14 days after receipt of the last item.
You must clearly communicate to us your decision to cancel before the end of the cancellation period. You can do this, for example, by completing and sending us the Model Cancellation Form found in the Returns section of our website help pages.
If you do cancel, we will reimburse you the cost of the cancelled goods 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.
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.
Please click here for the Model Cancellation Form.
If you return an item which is part of a multi-buy deal, such as ‘3 for 2’, you’ll no longer be entitled to the multi-buy benefit so we’ll reverse the benefit as part of the return.
Here are some examples to help explain this further:
Example 1 – Buy one get one free and you return the free item, therefore no refund will be applied as the item was not charged.
Example 2 - You return one of the items you paid for such as a 3 for 2 multi-buy offer:
The 3 for 2 multi-buy is made up of 2 items priced at £12 and 1 item priced at £10
On your statement you will see 2 items each showing a £12 charge and the £10 item showing no charge
If you return the £10 item then no refund will be applied as the item was not charged.
If you return a £12 item, because the offer has now been broken we’ll refund you £2 (£12 less £10 benefit)
No you don’t need a printer for your return.
For Yodel and Post Office in store returns:
In our digital returns portal you can choose to print the label at home or select the store to print it for you. If you choose to print at home, use the QR code to print and attach the label to your parcel before going to the store. If you choose the no printer option the store will be able to scan your QR Code on a smartphone screen and print your label for you.
- For Royal Mail Home Collections:
You can choose to print your label at home or request that Royal Mail bring the returns label when they arrive to collect your item and they will attach it for you.
- For Yodel Home Collections:
Yodel will bring the returns label when they arrive to collect your item and will attach it for you.
- For XDP Home Collections:
XDP will bring the returns label when they arrive to collect your item and will attach it for you.
- Larger or big and bulky items:
May be ineligible for digital return due to being a large item. In this case the items will appear in the ‘Ineligible for digital returns’ section and we’ll provide details on screen on how you can contact our customer care team to arrange collection of your items
We now only include advice notes in parcels that are delivered directly by our suppliers. You can find information about this under “How do I return supplier direct delivery lines?”.
If you can’t find your latest returns email with the tracking link, or you’ve lost your returns receipt contact us here
Contact Us
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 our Customer Care Team, click here for details. We are here to help you.
Just to let you know our returns are now online so no need to ring us, just go to returns and follow some easy steps
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, click here for details.
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
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 us, click here for details (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 call us, click here for details (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 calling them, click here for details. 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.
Payments and Credit Options
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 "Transactions & Statements" 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.
Insurance Products purchased from 08/08/20
Littlewoods Protect – Repair or Littlewoods Protect – Replace
If you have a question about your Littlewoods Protect – Repair or Littlewoods Protect - Replace insurance or if for any reason you are not satisfied with your policy and want to cancel it please call, click here for details or write to
SDFC Customer Services,
Sandringham House,
Sandringham Avenue,
Chelmsford,
CM91 1LH
Please refer to your policy documents for information on making a claim.
Littlewoods Protect – Furniture
If you have a question about your Littlewoods Protect - Furniture insurance or if for any reason you are not satisfied with your policy and want to cancel it please contact the policy administrator Castelan by emailing mypolicy@castelangroup.com or call, click here for details.
Please refer to your policy documents for information on making a claim.
Littlewoods Protect - Screen
If you have a question about your Littlewoods Protect – Screen insurance or if for any reason you are not satisfied with your policy and want to cancel it please contact the policy administrator Castelan by emailing mypolicy@castelangroup.com or call, click here for details.
Please refer to your policy documents for information on making a claim.
Insurance and Warranty Products purchased before 08/08/20
If you have a question about your Service Guarantee, Replacement Guarantee, Furniture Insurance or Mobile Phone Insurance or if for any reason you are not satisfied with your policy and want to cancel it please call, click here for details or write to
SDFC Customer Services,
Sandringham House,
Sandringham Avenue,
Chelmsford,
CM91 1LH
Please refer to your policy documents for information on making a claim.
Your statements are available for you to view:
Go onto ‘Transactions & Statements’ 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 "Transactions & Statements" to view your Buy Now Pay Later purchases.
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, click here for details.
My Account
Making a payment to your Littlewoods Account is really quick and easy via our website and can be done 24/7. Simply log into your Account and choose "Make a Payment".
You can pay by either a credit or a debit card and your payment will show on your Littlewoods Account the same working day. We'll email you when it does.
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 your 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.
Direct Debit
Setting up a Direct Debit is really simple, too.
It’s a safe and speedy way to pay your Littlewoods Account with an automatic payment from your Bank Account– all you need is your bank sort code and account number.
Log in to your Account and select Make a Payment.
Then select Set up a Direct Debit and choose a payment option that suits you best: Minimum Payment or Full Payment.
We’ll remind you of your Direct Debit on each statement. That way you’ll be aware of what we’re going to take and when your due date is each month.
Please note that if you have a minimum payment Direct Debit any Buy Now Pay Later payments will not automatically be taken, these payments will need to be made separately. If you have a full payment Direct Debit, any Buy Now Pay Later payments will be taken and settled after the end of the payment free period but you will still avoid interest.
By the way, your Direct Debit will be set up to pay the following month’s payment, so make sure you pay by another means such as credit or debit card or even by cheque until we confirm on your statement that we’ve set up your Direct Debit.
You can cancel your Direct Debit at any time by logging into your Account.
Internet/Telephone Banking
You can also make payments directly from your bank by quoting our sort code 62-13-35 and account number 0000 0000. You’ll also need to quote your Littlewoods Account number as your reference.
Alternative payment methods are available and detailed on the back of your statement.
Having Financial Difficulties
Please call us, click here for details, and a member of our team will talk things through with you (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm)
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:
Type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.
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.
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
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 you can call them, click here for details.
We understand that people can have problems from time to time and we can help you come up with a plan to manage your account.
Whatever your circumstances, it’s important that you contact us as soon as you become aware that you are likely to have difficulty making payments. That way we can work with you to agree the most appropriate solution for you and try to help you get things under control as soon as possible. To call us, please click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).
Some of the ways we may be able to help include:
Take 30 days to get some help and advice
We'll give you the time and space to get some independent help and advice, and make sure your priority payments are up to date.
StepChange Debt Charity offers free, impartial and confidential advice; you can go online at www.stepchange.org or call them on 0800 138 1111 . You can also find helpful, impartial financial advice at MoneyHelper.
During the time you are getting independent help or advice, we will stop contacting you about your missed payments. We won’t charge you any late or missed payment fees or interest during this time but you won’t be able to place any more orders on your account until we are confident that your finances are back on track.
It's important to remember that this isn’t a payment freeze and we may tell credit reference agencies about any missed payments which could affect your ability to borrow money in the future.
Payment arrangements
Where you can afford to, we may be able to set up a payment arrangement. Depending on your circumstances this might be a short or long term plan, but will always be aimed at helping you get back on track as soon as possible.
This can involve temporary agreements to make lower or no payments for a limited period while you get back on your feet, plans to help you repay missed payments in an affordable way once your circumstances have improved or plans to pay down the balance of your account at a rate that is affordable.
Where we agree a repayment plan with you, to help you get back on track, we won’t charge you any late or missed payment fees or interest but you won’t be able to place any more orders on your account until your account is back up to date and we are confident that your finances are back on track.
We will tell credit reference agencies about any repayment plans we agree with you, which could impact your ability to borrow money in the future. However, if you keep to the arrangement, it may prevent a credit default being recorded which could potentially have a bigger impact.
Long term assistance
In some cases, if your financial circumstances are not expected to improve, the most appropriate solution for you might be to permanently close your account. We won’t charge you any late or missed payment fees and will stop charging interest to prevent the amount you owe from increasing. Your account may be transferred to one of our partners who will work with you to agree a long term solution to repay your balance at a rate that you can afford.
We will tell credit reference agencies about this and may register a default which will stay on your file for six years and could impact your ability to borrow money from other lenders during this time.
Please do not hesitate to get in touch with us if you would like to chat with our dedicated team to support you in the process of managing your payments.
Please call us, click here for details (lines are open Monday to Friday 8am – 8pm and Saturday 8am – 6pm).
Or complete the Income & Expenditure form and follow the steps below:
Open the word document and update with the details requested
Click the "File" tab and click ‘Save As’.
Save the file to a name that you will recognise
From the drop down box select PDF next to the save as button as this will save the word document as PDF version.
Please then send the completed form to us via our Secure Webmail, in My Account and select the option "I am having financial difficulties," then select "I'm unable to pay"
Please bear with us, as we are currently experiencing extremely high contact volumes. If you have already contacted us via Secure Webmail, please be assured we are working as fast as we can to deal with your enquiry and will respond as soon as possible. We thank you for your patience and understanding.
Download the income and expenditure form hereMy 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:
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.
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.
View your most recent transactions and get access to your statements. You’ll see a link to download a pdf version of your statement.
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.
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 Yodel store for free under our Approval Guarantee!
Here you can update lots of things, from your address to your contact preferences!
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.
Control how we contact you about our special offers and promotions.
They can be accessed by clicking on 'My Details'. Through Account Queries, you can contact safely and securely via webmail.
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.
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!
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
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.
Click on ‘Forgotten your password?’
Complete the form and click continue.
We’ll send you an email containing a link to the password reset page.
Please note: If you don’t receive an email, please check your Junk Email folder before contacting us.
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.
Changing your password is really easy! Just follow the steps below:
Go to My Details tab in My Account.
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
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)
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).
Security and Privacy
Our full terms and conditions can be found by clicking here.
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
Or you can call us, click here for details, 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
click here for telephone details
Experian Ltd
Consumer Help Service
PO Box 9000
Nottingham
NG80 7WP
click here for telephone details
TransUnion
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
click here for telephone details
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, you can call us, click here for details, alternatively you can contact us via secure webmail, in My Account.
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
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.
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@theverygroup.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@theverygroup.com.
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.
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@theverygroup.com with a description of your concern and contact details to allow us to investigate.
Concerned that someone may have tried to access your account.
If you have received our notification email, advising there has been an attempt to unlock your account or a ‘forgotten password’ has been requested and it’s not you that has attempted to log in to your account, please contact us immediately and our Fraud team will assist you. Click here, for details.
My credit limit
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.
To change your credit limit or view your 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:
Apply for credit limit increase
Request credit limit decrease
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.
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.
Log in to ‘My Account’
Go to My Credit Details
Then select Manage credit limit offers
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.
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.
You can request a decrease to your credit limit whenever you want, your current balance will determine if your limit can be decreased.
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.
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.
Product Reviews
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.
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.
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.
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.
Recycling
Why recycle?
Unwanted electrical equipment is the UK’s fastest growing type of waste. Many items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and human health.
We can help...
We are pleased to offer our customers the chance to recycle their old electrical items when purchasing a new item from us. Simply take your old electrical product to our Wrexham Distribution Centre at Bryn Lane, Wrexham Industrial Estate, Wrexham LL13 9UT and we will take it off you and recycle it free of charge. Alternatively, you can recycle your old electrical products at your local authority’s waste collection sites.
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with a crossed out wheeled bin symbol) in your bin.
The Waste Electrical and Electronic Equipment Regulations 2013
The Waste Electrical and Electronic Equipment (WEEE) Directive requires UK distributors to maximise separate collection and environmentally friendly processing of WEEE. UK distributors (including retailers) are required to provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met these requirements by offering all customers buying new electrical and electronic free take back of their old electricals on a like for like basis.
You can deposit your used batteries in the battery recycling box in our head office reception at Skyways House, Speke Road, Liverpool L24 8RB. Please do not post any batteries. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com plus most supermarkets and shops that sell batteries will also have collection bins for used batteries.
Product support
Get an answer quickly and easily on all the most common Home and Electrical product queries
Find out more