Help

Questions will appear here once you have selected a subject area

Will I still receive my 1000 page catalogue?

We will be sending you a 220 page catalogue out in January but there will be 1000s of extra items on the Look Again website. We will also send you regular in-season updates, that will range from 84 pages to 200 pages. And the big bonus is that we will add 100 or more new products onto the site every week.

Will I still get FREE delivery and returns?

Yes, you will see delivery charges advertised on the site, but as a loyal Look Again customer you will continue with free delivery and returns on most items. As you know we do have some additional delivery services and exceptions for delivery of larger items, please see details below:

Next day Delivery
You can have many small items delivered to you the next day, with your choice of before or after 1pm delivery (AM or PM) for a £3.50 delivery charge.

Orders should be placed before 6pm to guarantee Next Day Delivery, but we would encourage you to order as early as possible to take advantage of this popular service. Orders placed between 6pm on Friday and 1.30pm on Sunday will be delivered on Monday (as long as it’s not a Bank Holiday). Multiple delivery addresses will be charged at £4.50 per address. To avoid disappointment please check delivery information for each individual product at the point of purchase for specific details.

Please note we cannot offer Next Day Delivery on your first order unless you pay by credit*/debit card. We aim to deliver as requested. AM/PM delivery is available in most, but not all courier areas. To guarantee Next Day Delivery, please place your order by 5pm the previous day. We will endeavour to service Next Day Delivery for items ordered up to 6pm, however, we cannot 100% guarantee this during busy periods such as Christmas. Next Day Delivery is not available on Bank holidays. This service is available on selected items and covers most but not all courier areas. We do not currently offer Next Day Delivery to Ireland.

*All credit card payments will incur a 50p charge.

Stated Day Delivery
You can have many items delivered on a day that is suitable to you, with your choice of before or after 1pm delivery (AM or PM) for a £5.50 delivery charge.

Products available on Stated Day delivery are the ones that show as being available on Next Day delivery.

Multiple delivery addresses will be charged at £5.50 per address. To avoid disappointment please check delivery information for each individual product at the point of purchase for specific details.

We aim to deliver as requested. AM/PM delivery is available in most, but not all courier areas. To guarantee Next Day delivery, please place your order by 5pm the previous day. We will endeavour to service Next Day delivery for items ordered up to 6pm, however, we cannot 100% guarantee this during busy periods such as Christmas. Stated Day and Next Day delivery are not available on Bank holidays. These services are available on selected items and cover most but not all courier areas. We do not currently offer Stated Day or Next Day delivery to Ireland.

Currently most deliveries are free, however we reserve the right to charge for deliveries dependent on changes in the economic climate. E.g. fuel prices. If a delivery charge is to be made, we will advise you of this when you place your order.

If special conditions apply to your order (usually for larger items), our Customer Services order line will be able to advise you or you will be informed at the checkout if ordering online.

Receipt of goods
Please ensure there will be someone at the property to receive the goods, as they will have to be signed for. On the day of delivery, a two person team will place the furniture in the room of your choice and unwrap it unless otherwise requested. Please ensure all access points are clear of obstacles.

Delivery and self assembly
Delivery/ collection to and from the room of your choice will only be undertaken if deemed safe by the driver and does not put the driver, the item or your property in any danger or cause damage or injury. Self assembly items will remain in their boxes and placed in a room of your choice.

Booking a return
Returns are booked in just like a delivery where we will arrange an AM/ PM collection. We aim to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside of this timescale.

We cannot accept any liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries. We bear the cost of delivering appliances to our customers and the cost of returning them. In the event that delivery cannot be completed because no one is at home to accept your pre-booked delivery, we reserve the right to charge for costs incurred in the delivery which will not exceed £35 in any one event.

Removal of old appliances
Where stated as available we can arrange the removal of your old appliance for scrap (it will be deemed of no value), just tell us when you order. Your old appliance must be disconnected and ready for removal. For all appliances, no additional electrical, plumbing or other work will be carried out by the installer. If you exercise your right to cancel your order under the Distance Selling Regulations, connection fees are non-refundable.

Delivery services/ costs for large kitchen appliances
We offer FREE* standard delivery between 2 and 5 working days for all kitchen appliances. This includes washing machines, washer dryers, dishwashers, tumble dryers, fridges, fridge freezers, free standing gas or electric cookers. Larger American-style Fridge Freezers DO incur a special delivery & connection charge of £60 (more details below).We will call you within 30 minutes to arrange a delivery date to suit you (not available on White Knight, Gorenje, Samsung and Russell Hobbs brands).

Washing machines, washer dryers and dishwashers

Delivery and connection for only £20
Delivery, connection and removal of old disconnected appliance for only £30

Please Note: LG washers are delivered and connected free of charge. Built-in applicances, Gorenje & White Knight brand appliances and Samsung and Russell Hobbs washers are excluded. Beko appliances are delivered free and include free collection of old disconnected appliance. Hotpoint and Indesit where specified are delivered free and include removal of the old disconnected appliance.

Tumble dryers, fridges and fridge freezers

Delivery and removal of old disconnected appliances for only £20

Please Note: Not available on White Knight/American-style Fridge Freezers or Russell Hobbs, Gorenje and Beko fridges/freezers. Hotpoint & Indesit where specified are delivered free and include removal of the old disconnected appliance.

American-style fridge freezers
American-style fridge freezers delivery and connection is £60. As American-style fridge freezers are bigger than UK models, special delivery service & connection are required. You will receive a telephone call direct from a specialist carrier after placing your order. The purpose of the call is to conduct a full pre-delivery survey and consultation. 48 hour delivery is not available on these products. The £60 delivery and connection charge will not be shown in checkout and will be added to your account once the order has been accepted.

Please note: Delivery is not available on Sunday. Washers and dishwashers will only be connected to existing approved fittings and pipework, if the site is clear and any old appliance is disconnected. Where possible, you will be advised of the delivery times when you place your order. If you cannot accept the first option then you will be offered an alternative. This service is available in most areas of mainland Great Britain.

Free standing gas or electric cookers
There are two options:

Delivery and connection for only £80 (excluding range cookers or built-in
Delivery, connection and removal of old disconnected appliances for only £90

Please note: if connection is required, please state when ordering. Connection may be completed on a different date to delivery. Please note if you do not choose our cooker connection option then your cooker must be connected by a Gas Safe registered installer for gas appliances and a qualified electrician for electrical appliances. For further information see http://http://www.gassaferegister.co.uk Please note: not available on Russell Hobbs cookers.

I have a Flex Account, will I still be able to use it?

Yes, all your payments terms remain the same and you can continue to choose either the minimum payment or your interest opt out payment. Please see full terms and conditions below.

There are 5 ways to make payments to your Look Again Flex Account – online, Quickserv, Bank/Post Office, by post or by Paypal.

Look Again Flex Account
The Look Again Flex account calculates payments on your whole balance, not at item level. Your monthly statement will detail two separate payment options for you to choose from each month:

Pay the full interest opt-out amount which is based on an equal repayment each month. Balances below £500 will be worked out over 5 months, balances over £500 will be worked out over 12 months
Choose to pay less one particular month, from as little as 5% of your outstanding balance, subject to a £5 minimum, at only 2.526% interest per month(representative 34.9% APR Variable)

If you choose to pay the minimum payment (5%) one month, the following month you will again be offered the option to make the interest opt-out payment. In this case, the interest opt-out payment will be the outstanding balance, divided by the number of months remaining in the interest opt-out period.

The 5 or 12 month opt-out period is re-set after each subsequent purchase is authorised and booked up to the account, regardless of any other activity on the account, except when the account is in arrears.

The application of Complete Cover transactions will NOT be counted as a purchase and will not trigger a re-set of the 5 or 12 month opt-out period. To keep it simple all future orders will be added to your Look Again Flex Account, all your other accounts will expire once your balance on those accounts is cleared. If however, you wish to transfer your existing account balance to a Look Again Flex Account please contact your Look Again operator.

No interest will be charged if you pay by the date specified on the statement, either the full balance due, or the amount specified for the interest opt-out option. With each new purchase, the 5 month interest opt-out will be recalculated unless the account is in arrears.

Interest of 2.526p in the pound (Representative 34.9% APR variable) will be charged on the balance brought forward from the previous month minus any payments made. Purchases on your previous statement will be subject to interest. Any returned items will not trigger a reset of the 5 month interest opt-out period.

If my application is declined
We work with a small number of selected partners who may be able to help you find alternative sources of credit, including loans and credit cards, or help and advice with debt management. We will provide you with contact details for these partners and we may also pass your details onto them if we think these people may be able to help with your particular circumstances. Details of how to obtain your credit file are available at www.lookagain.co.uk/creditreport.

I use a 20 week account, will I still be able to use it?

Yes you will be able to carry on paying this way, OR you can choose to move to a Flex account. A Flex account gives you more flexibility on your weekly payments – you can choose to pay the interest opt out payment or the lower payment, whichever suits your pocket that month.

For those customers who already have a 20 weeks interest free account, order any item in the catalogue and just pay a weekly amount equal to the total cost of your new balance divided by 20. When your balance is £500 or over you will pay a weekly amount equal to the cost of your balance divided by 40 weeks. Any existing balances you may have will continue to be repaid under the old terms. Subsequent purchases will be calculated on the new balance payment spreads.You can add to your account depending on the amount of credit you have available. Details will be clearly explained on your monthly statement.

If you do not specify terms, goods will automatically be added to your default credit account. All orders are subject to status. Written details of our credit offers are available on request. All credit accounts are only available to people aged 18 and over.

Will I still continue to receive commission on all payments?

Yes you will keep this benefit.

You can claim your commission by either using Quickserv or calling Customer Services on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

10% is payable on a select group of Customer accounts. If an account earns commission it will be indicated on your monthly statement. Commission claims must be for £5 or more. Commission cannot be claimed for product and payment protection premiums, next day delivery charges, interest charged or administration fees. Should your account fall into arrears, we reserve the right to offset any earned commission against your balance. Where commission remains unclaimed for a minimum of two years or in the event of a nil balance on your account for a minimum of six months, we reserve the right to withdraw any accrued commission. We reserve the right to make changes to the way in which your commission is paid. Should your agency fall into arrears we reserve the right to withdraw commission on your payments. In addition, we reserve the right to use any outstanding commission in order to bring your agency out of arrears.

Customers who placed their first order on or after 1st July 2003 are not eligible to claim commission unless you have been specifically informed otherwise.

What do you mean by NEW prices?

We have looked at our range and reduced prices by up to 30% on fashion and 20% on home and living product.

You get to keep your old T&Cs but any new customers who join from then 7th January will pay for delivery and not have an interest opt out payment. This enables us to offer lower prices to all our Look Again customers.

Will there still be delivery to Scottish Highlands and Islands outside mainland UK?

Free standard delivery is available on most items, however some exclusions do apply if you live in the Highlands/Islands or Offshore.

The following postcodes are affected:-

SCOTTISH HIGHLANDS

AB31, 33-38, 44-56
FK17-99
IV1-28
IV30-39
KW1-14
PA21-33
PA35-40
PH18-26
PH30-42

SCOTTISH ISLANDS

HS1-9
IV40-51
IV55-56
KA27-28
KW15-17
PA20
PA34
PA41-48
PA60-78
PH42-44
ZE1-3

OFFSHORE

BT – N. Ireland
IM – Isle of Man
PO30-41 - Isle of Wight
TR21 – Scilly Isles
CHANNEL ISLANDS

GY – Guernsey
JE – Jersey

For delivery to the above postcodes, all large items (laundry, cooling, cooking appliances), furniture (beds, mattresses, wardrobes, large chests of drawers, sideboards, dressers, dining tables/sets, large coffee tables, upholstery), floor coverings (carpets and large rugs), fireplaces, mattresses, large screen TVs (37” and above), outdoor furniture (garden buildings, some outdoor toys and patio sets) and fitness equipment will incur a delivery charge of £39.95. This amount is in addition to the amount shown at the shopping bag and checkout. The charge will only be applied once per order and not per item and charged at the point of despatch.

Currently American fridge/freezers, as these are bigger than UK models, require a special delivery service and connection, and this will continue to be charged at £60.

I place orders for customers, can I allocate items to customer accounts?

Yes, with our new service you can choose which customer’s account you want the item to be shown against. Just select the customer name from the drop down list next to the item on the Confirm & Pay page and we’ll do the rest. Nb.
1. Delivery for all items must be to the same address (you can use multiple orders if you need to have multiple delivery address).
2. You can not add new sub customers online, so will need to call customer Services for this.

Why can I no longer purchase on my Interest Free Account?

Since you last shopped with us our credit terms have changed. This means that all new orders, except items offered on 104 or 156 week terms, will go onto a Look Again Flex Account. You also have the option to pay for purchases with cash. With a Look Again Flex Account you can spread the cost over 5 months if your balance is under £500, or 12 months if your balance is above £500, and pay no interest. Or, you can pay just 5% of your balance, subject to a £5 minimum (representative 32.9% APR variable).

Look Again

History
Look Again was formed in 1982 with the aim of offering customers the latest looks at affordable prices. Look Again was styled as your one-stop style shop with a wide range of fashion for him, her, the family and the home. Offering customers flexible payment terms - it was the perfect and convenient way to shop.

Re-launch in January 2013
In 2013 Look Again was re-launched as an online store consisting of 17 shops within the site, all at high-street prices. Look Again has a mix of both well known and exclusive brands for fashion and home collections. With new product being added to the site every week and an array of innovative on-line tools, we’re helping you stay one step ahead of the high street and your friends.

If you wish to contact us, you can by any of the following ways:

By email
Email us at customer.services@lookagain.co.uk or use the 'contact us' link on the bottom left of this page.

By phone:
If you wish to place an order or if you have a query, call our Customer Services Team on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

If you want to make a payment or hear your balance, you can use our Quickserv service on 0871 987 0555.

Look Again Financial Services

If you wish to contact the Look Again Financial Services team, please call 0844 251 0100 between 8.30am and 5pm, Monday to Friday, and we’ll be happy to help. Please note that outside these hours, and at busy times, answering facilities are in place.

If you leave a message, please give us as much information as you can to help us find your records as quickly as possible.

Alternatively, you can e-mail us at insuranceteam@fgh-uk.com or write to us at the following address:

The Insurance Team
66-70 Vicar Lane
Little Germany
Bradford
BD99 2XG

Financial Services Claims
All claims are handled directly by our insurance partners, Assurant Solutions. If you want to make a new claim, or check the progress of an existing claim, you should contact the Assurant Claims Centre where one of Assurant’s specialist advisors will be able to help. They are available on 0844 871 1188 between 8am and 8pm, Monday to Friday, and between 9am and 5pm on Saturdays.

Alternatively, you can e-mail Assurant at customer_relations@assurant.com or write to them at the following address:

Claims Services
Assurant Solutions
PO Box 1032
Uxbridge
UB8 9PW

Registered office address

Look Again is a trading name of Grattan Plc. Registered in England and Wales No. 249001.

Registered Office:
66-70 Vicar Lane
Little Germany
Bradford
BD99 2XG (for sat nav use BD1 5AG)

Account number

When you place your first Look Again order, we will automatically create a customer number for you, for identification purposes. This is based on the personal information you have provided us with.

If you have opted to spread the cost with a Look Again Personal Account, you will have an account created in your name, containing both your personal and purchasing information, as well as your repayment terms.

Benefits of an online account

There are many benefits of managing your Look Again account online, 24 hours a day, 7 days a week. These include:

Changing account details
If you have registered your account with us, you are able to change your details online in the 'My Account' section. Log in, select the 'Personal Details' option, then select the 'Edit Details' option. The new information will be updated within 24 hours.

If you wish to change the account holder's name, please call our Customer Services Team on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

On-line statements
From the 22nd April 2013 when you open a Look Again account you will automatically be registered to receive paper statements. You will be given the opportunity every month to opt in to receive online statements in the future, should you prefer this method.

Existing Look Again customers will continue to receive online statements, unless otherwise requested.

Please note, for existing customers, if you fail to make payments on two consecutive statements we will revert to sending you paper statements. Once your account is up to date, you will revert back to online statements.

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

Checking recent orders and tracking
You can check your last 30 orders and also find out how your parcels are being processed through our delivery system.

Arranging returns
You can arrange a collection on a day that suits you and check the status of your recent returns. We will replace or refund most items provided they are returned complete, unused and in their original packaging within 14 days of receipt. For further details, see the returns section.

Making payments
You can make debit or credit card payments via My Account. Go to the Payments section and follow the instructions. Alternatively, you can set up a direct debit so you never miss a payment.

Having mobile site access
You can manage your account whenever and wherever you are via our mobile site.

If you have shopped with us online previously, you can use the password you have already created to login to 'My Account'.

If you're a new customer or an existing customer who has never placed an order via the website then please create a new password following the steps below:

Please provide us with your personal and account details: Account number, post code, surname & date of birth
Wait a moment for our system to check your details
You can then create a new password.

You are now ready to login and start managing your account online!

Online extra services

Saved items
If you find items you like the look of but are not ready to buy yet, you can add them to your “Saved Items” so you can find them easily on your next visit.

We'll save these items for you for 14 days, so you can come back later and complete your purchase. We'll even recheck the stock status for you.

If you decide you don't want the items in your Saved Items you can simply click 'remove from list'. You will only be able to see items from the PC you used to create your Saved Items.

Remember me
“Remember Me” is a feature that makes it even easier to shop with us. It allows us to recognise you when you come back to our site meaning that you don't need to provide us with your e-mail address or account number again. We will still ask you for your password to ensure that your account details remain secure.

Email customer services
You can email us at customer.services@lookagain.co.uk or use the 'contact us' at the bottom left hand side of this page. Please allow up to 24 hours for a reply. During busy periods this may take a little longer.

Set us as a favourite - how to avoid spam
By adding our website to your bookmark/favourite list, you can visit our site by simply clicking the name from the favourites list, instead of having to type the address. This also helps in stopping our emails going into your “spam” folder.

My account queries

Forgot password
If you forget your password, click on the "forgotten password" link on the “My Account” log in page. You will be prompted to enter your account number or the email address you provided us with at registration. After pressing continue you will see a note telling you that we have emailed you a link to activate your new password. Upon receiving the email you click on the link and you will then be able to choose and reset a new password.

Password changes
You are able to change your details online using the 'My Account' page. Log in, select the 'Personal Details' option, then select the 'Edit Details' option. Your new information will be updated within 24 hours.

Forgot LA Fridays Prize Draw password
If you forget your prize draw password (unique prize draw number), then click on the "forgotten password" option on the “LA Fridays Prize draw” page. You will be prompted to enter the email address you provided us with at registration. After pressing continue you will see a note telling you that we have emailed you your prize draw number.

Alternatively, all emails you receive from Look Again will have your unique prize draw number on it, so see if you have an old email from us!

Managing my account

Run your account on-line
Managing your account online means less paperwork and you can access your account 24/7, 7 days a week. For the full benefits, please see the benefits of an online account.

Quickserv - balances, payments, returns
To access the Quickserv service all you need is a touch-tone phone and your Quickserv pin number, which you’ll find on your statement. With Quickserv you can:

Hear your balance
Arrange a courier returns collection
Order a copy of your statement
Make a payment using your debit/credit card
Hear transaction on your latest statement

Customer Services
If you have a query, visit the “Contact Us” section on the bottom left of this page and complete the online form. We aim to respond to queries with 24 hours, but during busy times it may take us slightly longer.

Alternatively, you can contact our Customer Services team on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

Methods of ordering

Ordering with us is quick and simple:

Visit www.lookagain.co.uk to start shopping.

You will need your account and email addresss to complete your order. You need an email address because as part of the online ordering process, we will send you a confirmation email with details of your order. Customers without email addresses can still place orders by phone or post.

Orders can be placed online 24 hours a day, 7 days a week. You can also place an order with us:

By phone
Call our Order Line on 0871 244 4456. Have your order number, any offer codes and the product details handy. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

Quickserv
Call Quickserv on 0871 987 1010 (Calls cost 10p per minute plus network extras) any time to hear your balance, pay by credit or debit card, request a courier collection, find out the current status of your account or claim your commission (if applicable). All you need is a touch tone phone and your Quickserv pin number which is shown on your on your monthly statement.

Quick order
Perfect for when you don't have much time, quick order uses catalogue codes (e.g. 97D051Y) to find items quickly, just leaving you to choose sizes and quantities and put them in your basket. If you would like to order more than ten items this way, simply repeat the process.

Ordering online

When you submit an order to us on our website you will receive a confirmation email to advise you that we are processing your order.

If you are unsure of anything, or have any further queries regarding your order, you can telephone our Customer Services team on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

Alternatively, email us at email customer.services@lookagain.co.uk

Offer/ promotional codes

Offer/ promotional codes allow you to take advantage of our special discounts or any free gifts that we may offer. Don't forget if your order relates to an offer please quote the promotional code when ordering.

We cannot apply offers without a code. Unfortunately we are unable to apply any offer codes to orders once they have been placed. Make a note of any 4-digit codes before you place your order. Enter the code in the box provided on your order form or on the 'Confirm Your Order' page.

All valid discount codes will be applied to your order online, codes need to be applied on the ‘Confirm Your Order’ page and deductions will be applied and will show on your order confirmation email.

Please note: Unless otherwise stated, offer codes can only be used once. Discounts do not apply to delivery cost, warranties, electrical and sale products.

Competitions/ offers

First order discount
The discount is non-transferable and not valid in conjunction with ANY other offer -Buy Now Pay Later and New In Discount. Please note: We can not apply offers without a code or add them to your order at a later date. The offer code can only be used once. Discount offers excludes electricals and Sale items, delivery charges, insurance products and extended warranties.

Product reviews
You can submit a written review for any product listed on our website. Alternatively when you purchase a product from our website we’ll contact you by email asking you to ‘tell us what you think’ and ask you to post a review.

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

Posting a review is optional and as a thank you for your feedback we’ll enter you into a prize draw to win a £250 shopping spree with Look Again. See Terms and Conditions section for further details.

New in introductory prices
Each week Look Again will add new product to the website at a special reduced price for 7 days only. After the 7 days, the products will remain on the website but the 10% discount cannot be taken. To take advantage of items with 10% off, you will need to quote the offer code 'DROP' communicated throughout the website.

10% discount applies to selected new in items every Monday. Discount cannot be applied to non- new- in items or any other collections. The discount is non-transferable and is not valid in conjunction with any other offer. Offer ends midnight every Sunday. Please note: The offer code must be used at the time of order as we can not apply offers without a code or add them to your order at a later date.

Email sign up
When you subscribe to receive our emails, we welcome you with 15% off your first order. In order to get your discount you will need to quote the relevant offer code. Normal exclusions apply.

Terms and conditions for the use of offer codes and discounts

Look Again will only honour an offer code/ discount if it is used in line with our terms and conditions of issue. Unless otherwise stated offer codes can only be used once. Discount offers excludes electricals and sale items, delivery charges, insurance products and extended warranties.

Exclusions
Specifically, goods excluded from offer code/discounts are: sale items, washing machines, tumble dryers and combination washer dryers, dishwashers, fridges, freezers and combination fridge/ freezers, microwaves, ovens, vacuum cleaners, televisions, freeview set-top boxes, VCR players, DVD players, DVD recorders, hard disk recorders, home cinema systems, portable DVD players, camcorders, digital cameras and accessories, digital printers, MP3 and portable audio players and accessories, hi-fi's and hi-fi components, satellite navigation systems, PC systems, Apple Mac systems and accessories, laptops, video games software and hardware, mobile phones and accessories and digital phones.

This list is not exhaustive and amends can be made to it at any time. We may notify you of any other specific exclusions at the time of issue of any new offer code/ discount. All offers are subject to availability and while stocks last.

Any offer code used outside of our terms and conditions will be rejected. No liability will be accepted by Look Again in respect of such rejection or cancellation of an offer code/ discount. The following error messages will be shown in the event of an offer code/ discount falling outside of our terms and conditions:

"The code could not be found" will appear if our system doesn’t recognise the code. Please check the code is the correct one and try again
"The code is not available for you to use" will appear if you are not the intended recipient for that code/discount
"The code is not currently valid" will appear if the expiry date has already been reached as after this date the offer code/discount will no longer be valid
"This offer has already been claimed" will appear if the code has already been used previously and cannot be used again
"The code is not valid for this order" will appear if the code has terms and conditions against its use which were communicated at issue. This may include but is not limited to first orders, orders of a specific value, orders for a specific product, or a combination of specific products, or orders placed within a specified period

If you need further assistance please call Customer Services on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am.

Cancelling your order

Once an order has been placed, we regret we are unable to stop the order from being processed.

Important: Please note that when checking the status of your order in ‘My Account’ or when contacting our Customer Services team, the order will not show on our system until the day after it was placed.

If you cancel your order you must make the goods available to us for collection and you must take reasonable care of them. Whilst we make every effort to collect your returns on the day specified, we cannot guarantee collection on that day, or accept liability for collections not made within this timescale.

Tracking your order

If you have registered your account with us online, you can access your order progress by using the 'My Account' facility. You can check your last 30 orders and also find out how your parcels are being processed through our delivery system.

Stock status

The stock status of an item is displayed on the screen so you can decide whether to add it to your order. If you have used Quick Order there is an opportunity to check the stock of the items selected before you confirm your order.

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

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

Substitute items

Occasionally an item may vary slightly from its picture or description, or sometimes the original item you order is no longer available and we may send you a substitute of equal or greater value for you to consider. You still have 14 days approval, so you can try before you buy.

What are my first order terms and conditions?

•Your first order offer is only available as a new customer when you place your first order with a Look Again account.

•Look Again will only honour an offer code/discount if it is used in line with these terms and conditions of issue.

•Offer codes/discounts are only valid when used by the intended recipient.

•Offer codes/discounts issued may be subject to other terms and conditions which will be communicated on issue and may include, but is not limited to first orders, orders of a specific value, orders for a specific product, or a combination of specific products, or orders placed within a specified period.

•Please note we cannot apply offers without a code or add them to your order at a later date.

•Offer codes/discounts may have an expiry date. After the expiry date the offer code/discount will not be valid. All offers are subject to availability and while stocks last.

•Any order code used outside these terms and conditions will be rejected.

•No liability will be accepted by Look Again in respect of such rejection or cancellation of an offer code/discount.

•All discount offer codes exclude ALL electrical items, warranties and sale items unless specified otherwise.

Personal Account

A Look Again Personal Account will be set up so you have the option of paying off the amount in full or spreading your payments. Send no money. A Look Again Personal Account is available to UK resident aged 18 or over subject to status. You can purchase any item in the catalogue using your Personal Account. Once you have opened a Personal Account you will be sent a statement each month showing the minimum payment required and your current balance. The minimum payment is (5%) of your outstanding balance, subject to a £5 minimum. Look Again will accept, in full satisfaction of all sums due, payment of the total cash price within 28 days of despatch. Your first statement will be sent fourteen days after despatch. You have a further 14 days to clear the balance in full. If you pay using this option you will not be charged any interest. Please ensure that the minimum payment shown on your statement reaches us by the date due each month. An interest charge, equivalent to a monthly rate of 2.526p in the pound (£) (representative 34.9% APR variable), will be charged on a daily basis until the outstanding balance on the account is paid in full. This will be added to the account monthly on the statement date and will be applied from the second statement on which there is a balance. Representative example: Amount of credit £200. Interest rate 34.9% p.a. Interest charged £143.02 (assuming minimum payment and the total charge for credit is £343.02). Representative 34.9%APR variable. Should it be necessary to amend the credit charge we will give at least 28 days notice in writing. If you fall behind with your payments, we reserve the right to impose an administration charge of £12.00 to cover the cost of any action we may take.

Credit
Credit provided by [FGH] is only suitable, and available, for purchasing personal goods from our catalogue or website. For payment terms please refer to the representative examples in the information pages of our catalogue or website. Should you fail to make payments or pay less than the minimum amount due by the specified dates, we reserve the right to treat this failure as a material breach of your obligation to us, in which case we may ask for immediate repayment of your outstanding balance. We reserve the right to impose an administration charge to cover the cost of any action we may take which may include collection of the debt by a debt collection agency and/or legal action. You can choose to withdraw from the agreement by telling us in writing or by phone within 14 days of the commencement of the agreement. If you still wish to keep the goods, you will be required to pay the cash price of the goods plus accrued interest within 30 days.If you have any questions at all about this credit product please call 0844 251 0051.

Payment methods

On-line, Quickserv and by phone
You can pay your account either on-line (via My Account), via Quickserv or by calling Customer Services on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

You can also pay your statement via internet banking, our bank details can be found on your statement for you to make a payment using your own bank or building society account website.

Cash & Paypal
We accept the following payments: Maestro (Switch), Mastercard, Visa Credit, Visa Debit (Delta) and Paypal. You do not need a Paypal account to use this service.

Personal Account
A Look Again Personal Account lets you enjoy the latest looks and spread the cost. You can enjoy:

Flexible payment options - spread the cost of your purchases or pay your balance in full
Receive exclusive offers and promotions
14 days home approval plus 14 days to make your payment
Monthly online statements
Five ways to pay including Direct Debit
Manage your account online

It’s quick and easy to apply - just shop as normal and select Personal Account as your payment option at the checkout.

104/156 weeks APR 34.9%
For bigger purchases to make payments more affordable, you can choose to spread the cost over 2 or 3 years. Payment methods:

Credit Card
All credit card payments will incur a 50p charge.

Direct Debit
Direct Debit is a simple and easy way to pay your balance and means you’ll never miss a payment again.

You can set up and manage Direct Debits online. Simply log into 'My Account' and click on the Direct Debit banner. You'll need your bank/ building society account number and sort code. Your monthly payments will be processed automatically.

Alternatively, download the Direct Debit form here. and send it to us at the address below:

Look Again Ltd
Business Processing
1 Amberley Street
Sheffield
S9 2FS

Credit applications

We work with a small number of selected companies who may be able to help you find alternative sources of credit, including loans and credit cards, or help and advice with debt management.

If your application is declined we will share this information with our credit reference agency and this will affect your credit record. Details of how to obtain your credit file are available at lookagain.co.uk/credit report. We also work with a small number of selected partners who may be able to help you find alternative sources of credit, including loans and credit cards, or help and advice with debt management. We will provide you with contact details for these partners and we may also pass your details onto them if we think these people may be able to help with your particular circumstances.

Declined application
If your application for credit with us is declined we may provide contact details for these companies in our communications and/ or if we think these companies may be able to help with your particular circumstances we may pass your details onto them to enable them to contact you using the contact details you have provided (including email, telephone, mail, text). By submitting your application to us you agree to these conditions.

Details of how to obtain your credit file are available at www.lookagain.co.uk/creditreport

Standard delivery

We offer standard delivery (between 2 and 5 working days) for a £3.99 delivery charge. (excluding weekends and Bank Holidays). Our personal courier service covers most areas of mainland Great Britain. We do not offer specific delivery times on Standard Delivery. This service covers most courier areas in the UK. We do not deliver on Bank Holidays or Sundays.

Next day delivery

Next day delivery is available on many items for only £5.99. Orders should be placed by 7pm the day before to guarantee delivery (orders placed between 7pm on Friday and 1.30pm Sunday will be delivered on Monday). Next day delivery is not available on bank holidays. This service is available on selected items and covers most courier areas. Multiple delivery addresses will attract a £2.00 charge per address for Next Day Delivery – telephone orders only. AM deliveries may be delivered up to 1.00pm and PM deliveries will be delivered after 1.00pm. We aim to deliver as requested. Whilst we will endeavour to offer next day delivery for orders placed after 6pm, at particularly busy periods, for example Christmas, we cannot 100% guarantee this. Please note we cannot offer Next Day Delivery on your first order.

Stated day

Stated Day Delivery
You can have many items delivered on a day that is suitable to you, with your choice of before or after 1pm delivery (AM or PM) for a £5.99 delivery charge.

Products available on Stated Day delivery are the ones that show as being available on Next Day delivery.

Multiple delivery addresses will be charged at £5.99 per address. To avoid disappointment please check delivery information for each individual product at the point of purchase for specific details.

We aim to deliver as requested. AM/PM delivery is available in most, but not all courier areas. To guarantee Next Day delivery, please place your order by 5pm the previous day. We will endeavour to service Next Day delivery for items ordered up to 6pm, however, we cannot 100% guarantee this during busy periods such as Christmas. Stated Day and Next Day delivery are not available on Bank holidays. These services are available on selected items and cover most but not all courier areas. We do not currently offer Stated Day or Next Day delivery to Ireland.

*Currently most deliveries are free, however we reserve the right to charge for deliveries dependent on changes in the economic climate. E.g. fuel prices. If a delivery charge is to be made, we will advise you of this when you place your order.

If special conditions apply to your order (usually for larger items), our Customer Services order line will be able to advise you or you will be informed at the checkout if ordering online.

Delivery – large items

Items delivered by one person will involve a charge of £25. For delivery of large items requiring a two person team, there will be a £40 charge. If special conditions apply to your order (usually for larger items), our Customer Services order line will be able to advise you or you will be informed at the checkout if ordering online.

Receipt of goods
Please ensure there will be someone at the property to receive the goods, as they will have to be signed for. On the day of delivery, a two person team will place the furniture in the room of your choice and unwrap it unless otherwise requested. Please ensure all access points are clear of obstacles.

Delivery and self assembly
Delivery/ collection to and from the room of your choice will only be undertaken if deemed safe by the driver and does not put the driver, the item or your property in any danger or cause damage or injury. Self assembly items will remain in their boxes and placed in a room of your choice.

Booking a return
Returns are booked in just like a delivery where we will arrange an AM/ PM collection. We aim to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside of this timescale.

We cannot accept any liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries. We bear the cost of delivering appliances to our customers and the cost of returning them. In the event that delivery cannot be completed because no one is at home to accept your pre-booked delivery, we reserve the right to charge for costs incurred in the delivery which will not exceed £35 in any one event.

Removal of old appliances
Where stated as available we can arrange removal of your old appliance for scrap (it will be deemed of no value), just tell us when you order. Your old appliance must be disconnected and ready for removal. For all appliances, no additional electrical, plumbing or other work will be carried out by the installer. If you exercise your right to cancel your order under the Distance Selling Regulations, connection fees are non-refundable.

Delivery services/ costs for large kitchen appliances
Our standard delivery charge for all large kitchen appliances is £25.00 which includes installation where available and will normally take between 2 and 5 working days. This includes washing machines, washer dryers, dishwashers, tumble dryers, fridges, fridge freezers, free standing gas or electric cookers. Larger American-style Fridge Freezers incur a special delivery & connection charge of £60 (more details below). We will call you within 30 minutes to arrange a delivery date to suit you (not available on White Knight, Gorenje, Samsung and Russell Hobbs brands).

Washing machines, washer dryers and dishwashers
Removal of old disconnected appliance for only £5.

Please Note: Built-in appliances, Gorenje & White Knight brand appliances plus Samsung and Russell Hobbs washers are excluded. Beko appliances include free collection of old disconnected appliance. Hotpoint and Indesit where specified include removal of the old disconnected appliance.

Tumble dryers, fridges and fridge freezers
Removal of old disconnected appliances for only £5.

Please Note: Not available on White Knight/American-style Fridge Freezers or Russell Hobbs, Gorenje and Beko fridges/freezers. Hotpoint & Indesit where specified include removal of the old disconnected appliance.

American-style fridge freezers
American-style fridge freezers delivery and connection is £60. As American-style fridge freezers are bigger than UK models, special delivery service & connection are required. You will receive a telephone call direct from a specialist carrier after placing your order. The purpose of the call is to conduct a full pre-delivery survey and consultation. 48 hour delivery is not available on these products. The £60 delivery and connection charge will not be shown in checkout.

Please note: Delivery is not available on Sunday. Washers and dishwashers will only be connected to existing approved fittings and pipework, if the site is clear and any old appliance is disconnected. Where possible, you will be advised of the delivery times when you place your order. If you cannot accept the first option then you will be offered an alternative. This service is available in most areas of mainland Great Britain.

Free standing gas or electric cookers (excluding range cookers or built-in) There are two options:

Connection for only £50
Connection and removal of old disconnected appliances for only £55

http://www.gassaferegister.co.uk

Alternative delivery options

Delivery to a different address

For security purposes, all new and online customers must have their first order delivered to their home address
For any subsequent orders you can choose to have your order delivered to an alternative address e.g. work
You can do this at the time of ordering or you can store an alternative delivery address by logging in to "My Account"
We can currently only store one alternative address but you still have the option to use a third address should you need to

Delivery to a different address once an order has been placed

A safe place for the courier to leave my parcel if I am not at home

Delivery to Ireland

We deliver to addresses with UK postcodes, which include Northern Ireland. Please remember to provide the correct postcode when you order.

Unfortunately we are unable to deliver orders to Republic of Ireland addresses or Next Day Delivery items to the whole of Ireland.

BFPO addresses

We deliver to BFPO addresses in the UK and Northwest Europe, subject to validation of the address. This will be confirmed when you place your order with us.

Delivery queries

Delivery timescales
Most of our products are from Europe or direct from the manufacturer, therefore delivery will usually take between 2-6 days. (However, please allow one week before you enquire about your order).

PCs and laptops will be delivered within 10 days.
For larger items including furniture, floor coverings, fireplaces, mattresses, large screen TV's (above 37"), outdoor furniture and fitness equipment, delivery timescales will vary depending on product.

Please see below for further details:

Upholstery & ready-assembled furniture (made to order) - 5/ 6 weeks
Flat pack furniture 2 weeks
Beds, mattresses and bedsteads - 2/3 weeks
Large screen TV’s - 1 week

Part of my order is missing

Missing items in my courier delivery

Unavailable when the goods are delivered

Free returns services

We will replace or refund most items provided that they are returned complete and unused within 14 days of receipt. Please return items in their original packaging wherever possible.

You can return FREE OF CHARGE using one of 3 services - return to a Post Office or Parcelshop or arrange a return using our Courier Service where we offer AM/PM pick up where possible.

By Post Office
You can download a Royal Mail returns label, just click here. You will also find one in your parcel. For full details, see the Post Office section.

To a Parcelshop
You can download a Parcelshop returns label, just click here. You will also find one in your parcel. For full details, see the Parcelshop section.

By our Courier Service
You can arrange a Courier return on-line via 'My Account', by calling our QuickServ line, your local Courier directly OR by calling Customer Services on 0871 244 4456. For full details, see the Courier section. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

Post Office

Only parcels that weigh 3kg (6.6lbs) or less and do not exceed 610mm x 460mm x460mm (24 inches x 18 inches x 18 inches) in size can be returned via the Post Office. Please see http:// www.royalmail.com/prohibitedgoods or http://www.royalmail.com/restrictedgoods for possible restrictions to this service
Please tick the item(s) that you are returning on the Returns Form found on your delivery note
Put the reason return code onto the sticky label found on your item(s). A list can be found on the return reason area. Write the return reason code (e.g. 56) in the yellow boxes provided. Repeat this step for each item you are returning
Put these items in the correct original packaging. Ensure items are packed securely to prevent loss or damage
Please complete your name and address on the Post Office label, peel/ cut out the label and attach it securely to the parcel
Take the parcel to your local Post Office. The Post Office will provide you with a receipt of posting which you should retain for your own records. THIS IS YOUR RECEIPT. Any missing parcel claims will not be valid if you do not have this receipt
If you have lost your returns form and have your account registered online, you can access your order history by using the 'My Account' facility. Remember to include your account number, invoice and catalogue numbers in your parcel, along with your goods and reason for return

Securely sealed
Complete
Unused
In original packaging
Returned within 14 days

Items that cannot be returned via the Post Office

http:// www.royalmail.com/prohibitedgoods

http://www.royalmail.com/restrictedgoods

Parcelshop

Find you nearest Parcelshop by logging onto www.myHermes.co.uk/parcelshopfinder
Only parcels that weigh 15kg or less and do not exceed 1.2m length x 1.0m girth in size can be returned via a Parcelshop
Please tick the item(s) that you are returning on the returns form found on your delivery note
Put the reason return code onto the sticky label found on your item(s). A list can be found on the return reason area. Write the return reason code (e.g. 56) in the yellow boxes provided. Repeat this step for each item you are returning.
Put these items in the correct original packaging. Ensure items are packed securely to prevent loss or damage
Please peel the label off the insert within your parcel or you can use the label which can be found in 'My Account' in the Returns Section and attach it securely to the parcel
Take the parcel to your preferred Parcelshop. The Parcelshop will provide you with a receipt of posting which you should retain for your own records. THIS IS YOUR RECEIPT. Any missing parcel claims will not be valid if you do not have this receipt. Please also keep the parcel insert that you peeled the label off as this contains a record of your returns parcel number
If you have lost your returns form and have your account registered online, you can access your order history by using the 'My Account' facility. Remember to include your account number, invoice and catalogue numbers in your parcel, along with your goods and reason for return

Your Check list:

Securely sealed
Complete
Unused
In original packaging
Returned within 14 days

If you prefer to post the item back at your own cost, please return to the following address:

Listerhills
Thornton Road
Bradford
West Yorkshire
BD8 8LG

Please note that should you decide not to use any of our returns services, we cannot be held liable for any items lost on their way back to us.

Courier

Please tick the item(s) that you are returning on the returns form found on your delivery note
Put the reason return code onto the sticky label found on your item (s). A list can be found on the return reason area. Write the return reason code (e.g. 56) in the yellow boxes provided. Repeat this step for each item you are returning
Put these items in the correct original packaging. Ensure items are packed securely to prevent loss or damage
Peel off the returns label and securely attach to the packaging of the item you are returning. The returns label can be found on your delivery note. Please retain your confirmation of return label for your records
If you have lost your returns form and have your account registered online, you can access your order history by using the 'My Account' facility. Remember to include your account number, invoice and catalogue numbers in your parcel, along with your goods and reason for return
Please book your Courier collection online by visiting the ‘My Account’ section. Or you can call your local courier directly or call Customer Services on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).
When the Courier comes to collect your parcel you will receive a collection card with a unique 12 digit collection service bar code/number. THIS IS YOUR RECEIPT. Any missing parcel claims will not be valid if you do not have this receipt. If you do not receive a card quoting a collection service number, please contact Customer Services immediately
Please ensure, wherever possible that the parcel is collected from a secure place. You can leave parcels with a neighbour, colleague or concierge if you are unable to do it for yourself. Alternatively you can leave parcels in an accessible cupboard, garage, greenhouse, shed, outbuilding or porch, preferably out of sight, so long as you tell the Courier where they can find the parcel
You must make the goods available to us for collection and you must take reasonable care of them. Whilst we make every effort to collect your returns on the day specified, we cannot guarantee collection on that day, or accept any liability not made within this timescale

Your Check list:
Securely sealed
Complete
Unused
In original packaging
Returned within 14 days

Returns Policy

If you have lost your Returns Form and have your account registered online, you can access your order history by using the 'My Account' facility. Remember to include the invoice and catalogue numbers in your parcel, along with your goods and reason for return.

Larger Items
We may require you to call our Customer Services team to arrange. Any item of furniture costing £149 or over, which is outside of the 14 day approval period, that you wish to return as faulty must be inspected by our approved independent furniture inspector first. This inspection cost is £35 and we will initially pay for this inspection. If the item is found to have a manufacturing fault, the appropriate remedial action will be taken. If the item is found not to have a manufacturing fault but has been subjected to misuse, abuse, inappropriate use, or it is normal wear and tear, then the £35 inspection charge will be added to your account, and no further remedial action taken. This does not affect your statutory rights.

Exceptions to our Approval Guarantee
Certain goods are not supplied on our usual approval terms. These items are clearly shown in the catalogue and on the site by this logo.

Returns refunding and queries

You can check that your return has reached us safely and is being processed by checking the returns section in the 'My Account' area of our site. We will process your refund as quickly as possible but in some cases this can take up to 4 weeks.

Any refund you receive for returned goods will be credited to the method of payment used; your Look Again account or credit/ debit card as appropriate. If you added the item to your Look Again account the refund will be reflected on your next monthly statement. If you have a balance outstanding, this, and the minimum payment amounts will be amended. If your balance has already been paid, it will show as a credit.

Returns terms and conditions

Late and unacceptable returns
If you return items to us after the 14 day approval period, unless they are faulty or do not comply with the contract, we may not issue a refund your account. We reserve the right, at our discretion, to make an administrative charge of £4.95 for smaller items, and £12.95 for larger items, or we may return items to you (at a cost to you of the actual postage rate). If you send the item back to us again, or refuse to accept delivery, this will be deemed as irreversible authority for us to dispose of your goods without further notice. Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods. Acceptance of a return by courier is not deemed acceptance by the company. This does not affect your statutory rights.

Cancellation
On cancellation of an order you must make the goods available to us for collection, and you must take reasonable care of them. We will not consider that you have taken reasonable care of the goods if they have been used in any way, or to an extent, beyond what would be reasonable when examining goods in a shop prior to purchase.

Distance Selling Regulations
You have the legal right to cancel your order within 7 working days of receipt. This does not apply to personalised products, perishable goods, and audio & visual recordings and computer software which have been opened. Your statutory rights are not affected.

About LA Friday's prize draw

Prize draw entry
Entry into the weekly prize draw is only via signing up to receive our emails. If you are already signed up to receive our emails, you will automatically receive an email confirming your prize draw number.

Prize draw benefits
Being part of Look Again’s prize draws means you will be in with a chance of winning a variety of prizes from account credits to stylish makeovers. You will receive weekly emails informing you of upcoming prizes. Using your prize draw number and confirming your email address, you will need to log into the prize draw area weekly to check to see if you’re a winner.

Claiming prizes
The weekly winner’s prize draw number will be communicated every Friday on the prize draw page. The winner will be responsible for checking to see if they have won and must contact us via email on lafridays@lookagain.co.uk
Unclaimed prizes
If the prize is not claimed after a week of Look Again communicating the winning prize draw number, the winner’s prize draw number and the prize will automatically be removed from the prize draw page. Look Again will not contact the winner direct. If you miss it, you miss out so ensure you regularly visit the site and login!

Prize draw terms and conditions

1. No purchase necessary to enter the prize draw. Entry to the weekly prize draw is only valid when you subscribe to Look Again emails. 2. Entrants must be aged 18 or over and a UK resident. 3. The winning prize draw number will be drawn at random weekly and communicated on the prize draw page. 4. The winning prize draw number will be communicated on the prize draw page every Friday before noon and will be displayed for 7 days. 5. The winner has until midnight the following Thursday to claim their prize by emailing the Look Again prize draw team. Any claims after this time will not be accepted. The winner will not be notified by Look Again, the onus is on the winner to check and claim their prize. 6. If the prize is not claimed within 7 days of announcing the winning prize draw number, the prize for that week will be withdrawn. 7. The prize will be communicated on the prize draw page weekly. 8. We reserve the right to feature photographs, names and locations of the winners in future promotions. 9. The prize is non-transferable and cash alternatives will not be available. We reserve the right to substitute prizes where necessary with one of equal or higher value. 10. Those involved in the promotion and execution of the draw, employees of the company and their relatives are not eligible for entry. 11. The judge’s decision is final and no correspondence will be entered into. 12. Entry into the draw is deemed as acceptance of these rules. The promoter is Look Again. Look Again is a trading name of Grattan Plc. Registered address: 66-70 Vicar Lane, Little Germany, Bradford, BD99 2XG. Registered in England and Wales No. 249001.

Card security

Verify by Visa
Verified by Visa is a service that lets you shop online with added confidence. Same card, added safety online.

During the checkout process, Verified by Visa confirms your identity when you make purchases at participating online stores. It's convenient, and it works with your existing Visa card. Plus, Verified by Visa is easy to use. You register your card just once and create your own password. When you make purchases at participating online stores, a Verified by Visa window will appear. Simply enter your password and click submit. Your identity is verified and the purchase is secure.

To activate Verified by Visa in your Visa card or to learn more, contact the financial institution that issued your Visa card.

Card Security Code
Your card security code is a unique three-digit number printed on the reverse of your debit/ credit card. This number is not embossed on the card and hence not printed on receipts. This makes it difficult for anyone other than the genuine cardholder to know it. Card issuers refer to this number as the 'Card Security Code', 'Personal Security Code' or 'Card Verification Value'.

Mastercard SecureCode

MasterCard SecureCode is a service that lets you shop online with added confidence. Same card, added safety online.

During the checkout process, MasterCard SecureCode confirms your identity when you make purchases at participating online stores. It's convenient and it works with your existing MasterCard card. Plus, MasterCard SecureCode is easy to use. You register your card just once and create your own password. When you make purchases at participating online stores, a MasterCard SecureCode window will appear. Simply enter your password and click submit. Your identity is verified and the purchase is secure.

To activate MasterCard SecureCode in your MasterCard card or to learn more, contact the financial institution that issued your MasterCard card.

Using your credit/ debit card safely on our site

Your security when shopping with us is our priority. Millions of transactions take place safely over the Internet, using encrypted (coded) information. All PC browsers support strict worldwide security protocol, preventing other Internet users from accessing any of your personal data held by us.

Site security

Steps to staying safe online

Make sure your computer has current anti-virus and anti-spyware software
Ensure you have up to date firewall software
Always install the latest security upgrades
Carry out regular scans of your computer
Change your passwords regularly
Always be careful about disclosing your personal details
Visit our website and click on the “internet security” link
Be as well informed as you can be. Please see "Online Safety Advice", below
Above all, be vigilant. Provided you take simple steps to protect yourself, internet shopping is both convenient and safe

http://www.getsafeonline.org.uk

Secure site

Shopping with Look Again is safe. We are part of ISIS - Internet Shopping Is Safe. Wherever you see the ISIS logo, you can shop online with confidence.

If you would like any further information regarding IMRG's Internet Shopping Is Safe programme, email IMRG.

Use of cookies

Cookies are electronic tags which can be used to recognise you and tailor the site to your preferences. We use them to enable us to analyse the performance of the site and improve the service we offer you. We also use them to collect any information about you and your shopping habits that are relevant to the creation and maintenance of your Personal Account, or helpful to the smooth running of our website.

We respect your privacy and promise to use any information we hold about you in a safe and responsible way. By shopping with us, you are agreeing to our Privacy Policy, in particular our use of your information as outlined below. We control information we have collected about you that is relevant to your account. This includes:

Your credit history
The credit histories of any people you are financially linked to
Your purchasing habits with us
To verify your identity and that you are least 18 years of age (we cannot sell any goods to you if you are below 18 years of age

Reference checks
When you open an account with us we will need to check your credit history and store the search on file. We will re-run checks each time you apply for, or we offer you further credit
Marketing
We may contact you with promotions we think might interest you, as part of our market research, either by mail, telephone or email
Third Party Marketing
We may share your details to third parties whose offers we think might interest you
Training

Supplier helplines

To view our supplier helplines click here.

Distance Selling Regulations

For most items, you have the legal right to cancel your order within 7 working days of receipt. However this right does not apply to personalised products, perishable goods and audio & video recordings and computer software which have been opened. Your statutory rights are not affected.

Consumer Credit Act

The Consumer Credit Act 1974 provides you with the right to study our catalogue and supplementary leaflets in the absence of the agent, if you choose to, before entering into any agreement with us. Should you wish to exercise this right, please ask the agent to leave our catalogue and any leaflets with you to enable you to make your decision.

Credit provided by FGH is only suitable, and available, for purchasing personal goods from our catalogue or website. For payment terms please refer to the representative examples in the information pages of our catalogue or website. Should you fail to make payments or pay less than the minimum amount due by the specified dates, we reserve the right to treat this failure as a material breach of your obligation to us, in which case we may ask for immediate repayment of your outstanding balance. We reserve the right to impose an administration charge to cover the cost of any action we may take which may include collection of the debt by a debt collection agency and/or legal action. You can choose to withdraw from the agreement by telling us in writing or by phone within 14 days of the commencement of the agreement. If you still wish to keep the goods, you will be required to pay the cash price of the goods plus accrued interest within 30 days. If you have any questions at all about this credit product please call 0844 251 0051.

Data Protection Policy

We will make searches about you at credit reference agencies who will supply us with credit information, as well as information from the Electoral Register. The agencies will record details of the search whether or not credit is granted. We may use credit-scoring methods to assess your application and to verify your identity. Credit searches and other information which is provided to us and/ or the credit reference agencies, about you and those with whom you are financially linked, may be used by us and other companies if credit decisions are made about you or other members of your household. This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account. Information held about you by the credit reference agencies may already be linked to records relating to people with whom you are linked financially. For the purposes of credit searching you may be treated as financially linked and you will be assessed with reference to any "associated" records.

If we enter a credit agreement with you we will also supply details of your agreement with us to the credit reference agencies, as well as ongoing details of your account and how you manage it. If you do not repay on time or in full we will tell the credit reference agencies, who will record details of the debt. All this information will be seen by other organisations carrying out later searches. You have the right of access to your personal records held by credit and fraud prevention agencies. We will supply their names and addresses upon request. We, the credit reference agencies and fraud prevention agencies may also use the records for statistical analysis about credit, insurance and fraud. We may make periodic searches of Group records, credit reference and fraud prevention agencies to manage your account with us, to take decisions regarding credit, including whether to make credit available or to continue or extend existing credit. These searches will not be available to other lenders for credit assessment purposes. We may share your information with other organisations.

Accuracy of content

We have taken every care to ensure that the items on our website and in our catalogues are correct. We will not be held liable for any errors or inaccuracies which may occur despite our care and attention. We will not be obliged to supply goods at any inaccurate price.

We try to ensure that all prices on our website are accurate and up to date. If we discover an error in the pricing of our goods before we accept your order, we reserve the right to cancel it. You will, of course, have the option to resubmit your order at the correct price if you wish. Any email or other electronic acknowledgement by us of receipt of an order placed by you does not constitute legal acceptance.

VAT

VAT is included in the prices at 20% where appropriate. VAT is not charged on children's clothing or shoes. Insurance Premium Tax is included for certain products at 5.6%. Alterations to these rates may cause price changes.

Declined application

If your application is declined we will share this information with our credit reference agency and this will affect your credit record. Details of how to obtain your credit file are available at lookagain.co.uk/credit report. We also work with a small number of selected partners who may be able to help you find alternative sources of credit, including loans and credit cards, or help and advice with debt management. We will provide you with contact details for these partners and we may also pass your details onto them if we think these people may be able to help with your particular circumstances.

Sale of knives and alcohol

Knives
It is against the law to sell, to customers under the age of 18, knives and certain other articles with a blade or point made or adapted for causing injury.

Alcohol
We operate an age verification policy. It is against the law to sell alcohol to persons under 18 years of age. Before permitting the sale of alcohol to you, we require you to declare your date of birth. We reserve the right to ask you for additional details and to carry out further checks to verify your age and your identity if we consider this is required.

Recycling

Waste packaging
Most waste packaging can be recycled. To help you recycle your empty packaging; we support the national recycling programme. Visit www.recycle-more.co.uk for more information, including national waste strategies, which explains how the government will deal with rubbish in the future. Firstly look at what your rubbish is made out of: This symbol means the material is suitable for being recycled. Plastics are capable of being recycled. These symbols identify the plastic type. Secondly, find locations that will take your recyclable waste by entering your town or postcode into the bank locator on the website.

Registered office details Look Again is a trading name of Grattan Plc Registered Office 66-70 Vicar Lane Little Germany, Bradford, BD99 2XG. Registered in England and Wales No. 249001.

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

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

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

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

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

As Members of the DTS (Distributor Take-Back Scheme) we do not operate a take-back system, for details of your local recycling centres together with information on the environmental impacts of waste electrical items, please visit www.recycle-more.co.uk. Alternatively contact your local authority.

Opt out

By ordering from us you are consenting to us sharing your information with other organisations and to us or them contacting you for the marketing purposes by mail, telephone, email or otherwise.

If you do not wish to be contacted by us by telephone for marketing purposes, or if you do not wish to be contacted by other organisations for marketing purposes, please inform our Customer Services team on 0871 244 4456. Calls cost 10p per minute from BT landlines. (This service is available 7 days a week 8am to 11pm and an answering service between 11pm and 8am).

Personal Account

A Look Again Personal Account will be set up so you have the option of paying off the amount in full or spreading your payments. Send no money. A Look Again Personal Account is available to UK resident aged 18 or over subject to status. You can purchase any item in the catalogue using your Personal Account. Once you have opened a Personal Account you will be sent a statement each month showing the minimum payment required and your current balance. The minimum payment is (5%) of your outstanding balance, subject to a £5 minimum. Look Again will accept, in full satisfaction of all sums due, payment of the total cash price within 28 days of despatch. Your first statement will be sent fourteen days after despatch. You have a further 14 days to clear the balance in full. If you pay using this option you will not be charged any interest. Please ensure that the minimum payment shown on your statement reaches us by the date due each month. An interest charge, equivalent to a monthly rate of 2.526p in the pound (£) (representative 34.9% APR variable), will be charged on a daily basis until the outstanding balance on the account is paid in full. This will be added to the account monthly on the statement date and will be applied from the second statement on which there is a balance. Representative example: Amount of credit £200. Interest rate 34.9% p.a. Interest charged £143.02 (assuming minimum payment and the total charge for credit is £343.02). Representative 34.9%APR variable. Should it be necessary to amend the credit charge we will give at least 28 days notice in writing. If you fall behind with your payments, we reserve the right to impose an administration charge to cover the cost of any action we may take.

Credit
Credit provided by [FGH] is only suitable, and available, for purchasing personal goods from our catalogue or website. For payment terms please refer to the representative examples in the information pages of our catalogue or website. Should you fail to make payments or pay less than the minimum amount due by the specified dates, we reserve the right to treat this failure as a material breach of your obligation to us, in which case we may ask for immediate repayment of your outstanding balance. We reserve the right to impose an administration charge to cover the cost of any action we may take which may include collection of the debt by a debt collection agency and/or legal action. You can choose to withdraw from the agreement by telling us in writing or by phone within 14 days of the commencement of the agreement. If you still wish to keep the goods, you will be required to pay the cash price of the goods plus accrued interest within 30 days.If you have any questions at all about this credit product please call 0844 251 0051.

Buy now pay later

Buy Now Pay Later (BNPL) allows you to pay nothing for a specified period when you spend £100 or more, and have held a credit account for more than nine months. The duration of the BNPL period is 12 months and is subject to status. Example: Spend £200 on a BNPL plan and pay nothing prior to the end of the BNPL term (although you can if you wish) then settle the balance by the due date and pay no interest. Total payable £200. If you do not settle the balance in full at the end of the BNPL period the outstanding amount, together with any interest due, will be added to your existing Look Again flex account, and the Look Again flex account repayment terms, and all other T&C’s will apply. Your BNPL balance includes deferred interest calculated from the date of delivery up until the date of the first statement you receive after the end of the BNPL period. We will advise you of your options on the statement you receive before the BNPL due date. If you want to make a payment at any time you can call us on 0871 244 4456 (Calls cost 10p per minute from BT landlines). Representative example: Goods ordered £200. Based on purchases made in May 2013, if balance paid after 28/2/14. Interest £58.36 Interest rate 34.9% p.a. Representative 34.9% APR. This example represents BNPL duration of 12 months, and a billing date of 1st June 2014.

Conditions of sale

Delivery is subject to availability. Due to circumstances beyond our control, prices may have to be altered up or down, including an alteration to the rate of Value Added Tax. Some products may have been offered in other publications at other prices.

Acceptance of order

Acceptance of your order and the completion of the contract will take place on despatch of the goods, unless we have given you notification that we do not accept your order, or you have cancelled it. Please note that any email acknowledging your order, or oral confirmation of your order is not an acceptance of it.

Call monitoring

We randomly monitor and record your calls. This helps to ensure we provide you with the highest level of service and maintain our quality standards.

Power reviews terms and conditions

Post a review on the Look Again website and you will automatically be entered into a prize draw for your chance to win a top prize of £100, or one of 3 runners up prizes of £50 each to be spent on the Look Again website. Entrants must be 18 or over. The closing date is 5th July 2013. The winners will be chosen at random and notified after 5th July 2013.

We reserve the right to feature photographs, names and locations of winners in future promotions. The prize is non-transferable. Those involved in the promotion and execution of the draw, employees and their relatives are not eligible for entry. The prize draw is only open to UK residents, excludes Northern Ireland. The judge's decision is final and no correspondence will be entered into. Entry is deemed acceptance of these rules.

Pre - 2013 Customer Terms and Conditions

If you were a customer Pre - 2013, your original Terms and Conditions remain the same.

To view your Terms and Conditions in the Help section, click here to log in to 'My Account'. There will be a new section with your specific T&C's.

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