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Customer Services

HOW TO ORDER

Shopping online at House of Fraser is easy – simply follow the steps below and wait for your new things to arrive.

However, if you do not wish to order online, you can also place your order over the phone. Call our friendly customer services team on: 0845 602 1073

Find the Items You Wish to Buy

To find an item you are looking for, either select the category where it is most likely to appear from the top navigation menu or type the name of the item you are looking for into the search box at the top of the page and click 'SEARCH'. You will be presented with a list of suitable products and you can then narrow your search even further by selecting brands, price brackets, the size or colours you are interested in.

Add the Items to Your Shopping Bag

When you are on the product page, you will need to select the size and quantity of the item that you want (one is the default quantity) before clicking 'ADD TO BAG'. If the product page advertises a group of related products (e.g. dinnerware or bed linen), please select the quantity you would like from each item in the group before clicking 'ADD TO BAG'.

Review Your Shopping Bag

To access your Shopping Bag, click 'CHECKOUT' on the top right hand side of the page. Here you can review the items you have added and remove items if you choose. Please check you have selected the correct quantities at this stage.

Enter your Promotional Code (if applicable)

At various times, we may offer seasonal or promotional discounts on our products. If you have a promotional code, you can enter it in the field on the top right of the Shopping Bag page. The promotional code is case sensitive and should be entered directly as shown on the voucher. Please note that terms and conditions apply to all of our promotions and sales, for example, there are frequently a few brands or departments that are excluded from our promotions, all promotions are subject to stock availability and promotional codes can no longer be honoured after their 'End Date'.

Continue to Checkout

When you are happy with the contents of your basket, click 'CONTINUE TO CHECKOUT'. This will take you to the first step in our secure Checkout process.

Sign In or Enter Your Email Address and Proceed

If this is your first time shopping at House of Fraser and you do not have an account, simply enter your email address (we will send delivery confirmation and updates to this address) and then click 'CONTINUE'. If you have an account you will be required to sign in. Enter your email address and password, then click 'SIGN IN'.

Enter a Delivery Address or Choose a Saved Address

This is the address we will deliver your order to and does not have to be the same as your billing address – you will need to select your billing address later. If you have an account, we will store delivery addresses you have used previously to save you having to enter frequently used delivery addresses again the next time you visit.

Choose a Delivery Option to Suit You

From Standard Delivery and Next Day, to Buy & Collect and Collect+, we like to think that we have lots of well-priced and flexible delivery options. You can also choose to add a gift message (but not gift wrapping) at this stage. Your message will be printed on a decorative House of Fraser gift label and included in the delivery. Find out more about delivery

Choose a Payment Method

You will be given the option to enter your credit or debit card details, pay via PayPal or pay with a House of Fraser Gift Card or Gift Voucher. We accept all major credit and debit cards including: House of Fraser Account Card, Recognition FraserCard, MasterCard, Visa, Maestro, AMEX and Diners Card.

Your card will not be charged until you confirm your order. If you have an account, we will store your card details so that you can checkout more quickly and easily next time you visit.

Enter a Billing Address or Choose a Saved Address

This must be the address where your payment card is registered. If you have an account, we will store billing addresses you have used in the past to save you having to enter frequently used billing addresses again the next time you visit.

Review and Confirm Your Order

You will be presented with a summary of your order, including the total price, and the delivery option and address you have selected. Please double check all the details, then 'CONFIRM YOUR ORDER'. We will not charge your credit/debit card until you have confirmed your order.

Please note: You do not need to create an account before you order but will be given the option to do so once your order is complete.

Account Details FAQ

How do I change my Email/Postal address?

Sign in to your account and in ‘Personal Details’, select ‘Manage Address Book’. You can add or edit your details here.

How do I reset my password?

Sign in to your account and in ‘Personal Details’, select ‘Reset Password’.

 

PAYMENT OPTIONS

We accept all major credit/debit cards (Visa, Maestro, AMEX and Diners Card) and payment via PayPal, as well as Recognition FraserCard, House of Fraser Account card, and House of Fraser Gift Cards, Gift Vouchers and eVouchers.

HOF Mastercard HOF account card Recognition FraserCard Mastercard Visa Maestro Amex Diners card 

Payment Problems

If your credit/debit card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same credit/debit card or place the order again using a different credit/debit card. If the problem persists, please contact your credit/debit card provider.

Remember: Your name and billing address details must match the card-holder address details held by your card issuer.

If, for any reason, there is a problem with collecting payment from your credit/debit card after we have confirmed receipt of your order, we will not be obliged to despatch your order. Additionally, on some occasions, we may be unable to process an order. The reasons for this may be due to:

  • The item being out of stock or no longer available; or
  • Your payment being declined; or
  • An unspecified technical error.

A Note on Security

We encrypt your payment card details using industry standard SSL technology to ensure they are kept completely safe and secure.

Security Checks

As part of our policy to protect against the fraudulent use of credit/debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also procure the services of various credit rating and fraud prevention companies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of your payment cards.

MasterCard SecureCode and Verified by Visa

Our online transactions are verified by either MasterCard SecureCode or Verified by Visa to give you extra peace of mind. These services allow you to protect your credit/debit card with a password that you set-up with your payment card issuer. When you reach the payment page and select to pay, you will also be asked to enter your credit/debit card password. If you have not yet created a credit/debit card password with your payment card issuer, simply follow the on-screen instructions to set this up, you will only need to do this once. Please note your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your credit/debit card password.

Please note: Unfortunately, payment through PayPal, the House of Fraser Account Card, Recognition FraserCard and House of Fraser Gift Cards and Gift Vouchers cannot be accepted for the payment of large kitchen appliances or made to measure curtains, accessories and fabrics. For large kitchen appliances, we offer periodical promotions to enable you to buy the products and pay for them at a later date.

PRICING & AVAILABILITY

Pricing

All prices include VAT (where applicable). If your order is being delivered outside of the EEC, please note that VAT has not been charged.

We endeavour to present the most recent, most accurate and most reliable information on our website at all times. However, there may be occasions when some of the information featured may contain incomplete data, typographical errors or inaccuracies. Any errors are wholly unintentional and we apologise if erroneous information is reflected in merchandise price or item availability.

If a pricing error has been made, we reserve the right to suspend your order and to contact you to ask whether you wish to continue with the order at the correct price. We will not be obliged to supply goods at the incorrect price.

We present our content 'as is' and make no claims to its accuracy, either expressed or implied. We reserve the right to amend errors or to update product information at any time without prior notice.

Is the price of a product the same in store and online?

Although generally the prices do tend to be the same in store and online, there may be some occasions when online prices do not reflect in store prices due to exclusive online promotions, offers or reductions. Therefore, we do recommend you check the website for the latest prices to make sure you get the best deal.

Can prices change?

Yes they can. We will always do our best to offer you the best value available. Once you have placed your order and you have received a dispatch email, the price is guaranteed and will not change.

Product Availability

Many (but not all) of our featured items are also available in some (or all) of our stores in limited quantities for a limited duration. We recommend that you telephone the relevant store to check availability of the product before making a special visit or order online and collect in store to avoid disappointment.

Please note that when purchasing a product that includes a gift with purchase, the gift is subject to availability, while stocks last only.

Out of Stock Items

Much of our stock is seasonal and therefore, once an item has sold out it is unlikely to come back into stock. Just because it has sold out online does not mean it has sold out in store, so you may find the item at your local House of Fraser, though please call ahead to avoid disappointment. Find your nearest store

We do re-order some of our customer's favourite lines – from luxury cotton bed linen to merino sweaters. Please keep an eye out to see when they come back into stock or call our customer services team with specific enquiries on 0845 602 1073.

Restricted quantities on some beauty items

Some of our products are restricted to a maximum number of units that you may order. If you select more than the maximum number allowed, we will have to cancel part of your order. For example, Dior will only allow a maximum purchase of 5 units of the same product, whilst Chanel will only allow a maximum purchase of 3.  If you select more than the allowed number of units, we will have to cancel that part of your order, which exceeds the maximum allowed.   In the event that this happens, one of our customer service team will contact you and you will receive a full refund for those items which we are unable to send you.  We apologise in advance for any inconvenience this may cause you.

Can I reserve an item in store on the website?

You can’t reserve an item in store from the website but you can check if an item is available in your local store. You can also order online and collect in store using our Buy & Collect service

How accurate are the store stock figures that you display?

We work very hard to show you the most accurate figure that we can, however we are unable to guarantee that an item will be in stock once you get to the store.

 

Keeping In Touch

After your order has been placed, we will send you a series of emails and/or text updates to let you know what stage your order is at, or we may contact you by phone to arrange delivery.  You will either be contacted directly by us or by the courier company who will be delivering your goods.

FROM HOUSE OF FRASER:

Confirmation Email

This email is to confirm that we have your order and will soon begin processing it.

Despatch Email

This email confirms that your parcel has left our warehouse. You will not receive a despatch email if you choose Buy & Collect for your order.

Buy & Collect 'Ready For Collection' Email

If you have chosen to use our Buy & Collect service we will email and/or text you to let you know your items are waiting for collection in store.

Ratings and Reviews Email

Two weeks after you receive your order (and provided you have not returned it) we will invite you to review the things you have bought to share your experience of our products with other shoppers.

FROM A THIRD PARTY:

Despatch Email

This email confirms that your parcel has been collected by the courier and will often come shortly after the House of Fraser despatch email.

Time Slot Email & Text

If you have selected Next Day, Nominated Day, Same Day or Evening Delivery you will be emailed an estimated one-hour time slot when you should expect your parcel to arrive.

Out For Delivery Email & Text

Finally, you will be informed on the day that your parcel is out with the courier on route to your door.

Phone Call

Where necessary, you may receive a phone call from the courier to arrange delivery of the product/s ordered.

CANCELLING YOUR ORDER

You can cancel your contract from the time it is placed and within seven working days after the day of receipt of your goods for a full refund (including any delivery charges if applicable) by following our online refund policy.

We are unable to provide a refund of the delivery charges where only part of your order is being cancelled. Please note that a collection charge, as noted below, will be made if you wish to return furniture unless it is faulty, damaged upon delivery or incorrect:

Furniture - £100

You may cancel your contract in respect of the following items provided that it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items) and for hygiene or safety reasons have not been worn, opened, assembled or used and any seals on the product remain unbroken: cosmetics, duvets, DVDs, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, PC software and videogames, perfumery, personal grooming products, pillows and swimwear.  Hats must have the returns policy swing ticket still attached.

You cannot cancel your contract in respect of made to measure/order goods or perishable goods (e.g. fresh foods) unless they are faulty, damaged upon delivery or incorrect. The following items have restrictions on whether they can be cancelled:

Food and wine gift sets – food and wine combination gift sets are made to order and therefore cancellations or alterations will only be permitted within 24 hours of the order being placed. Outside of this period, refunds or exchanges cannot be given unless the gift set is faulty, damaged or we have incorrectly supplied goods.

Gift cards and gift vouchers – you may submit a cancellation or alteration request within 24 hours of the order being placed unless we have already despatched your gift cards or gift vouchers.

Large kitchen appliances - See information about cancelling large kitchen appliances orders

Made to measure curtains orders - See information about cancelling made to measure curtains orders.

If you wish to return your order outside of the cancellation time period specified above please refer to our online refund policy.

Where you have failed to take reasonable care of the goods, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss.

Tracking Your Order?

You will find the tracking number for your parcel on the despatch email sent to you by the courier company due to deliver it. You can use this number to track your parcel directly with the courier.

Alternatively, if you have created an account, you will be able to check the status of your order in the 'MY ORDERS' section.

If you have any queries, please contact our customer services team by using the Contact Us Form or calling: 0845 602 1073

STAYING SAFE ONLINE

A Few Tips

Shopping online is designed to be a stress-free, easy way to get everything you need without leaving your computer. At House of Fraser we always want you to enjoy online services and to stay safe whilst doing so, so we've compiled an easy email safety checklist to give you peace of mind…

Remember:

  • Never reply to suspicious emails, tweets or posts with your personal or financial information. Any emails you get from House of Fraser will always come from @emails.houseoffraser.co.uk, @houseoffraser.co.uk or @hof.co.uk and we'll always take you to www.houseoffraser.co.uk
  • Never enter your password after following a link in an email or chat that you don't trust. It's better to go directly to the site using a faithful bookmark.
  • Keep your online security software up to date. This does a really good job of flagging any risks and protecting you and your computer.
  • If it sounds too good to be true, it probably is! If in doubt, play it safe and resist clicking.

If you're ever unsure, drop us a line or email our customer services team customerservice@houseoffraser.co.uk

For further advice on fraud and how to avoid it, please see the Action Fraud website.

Happy Shopping!