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Items Requiring Special Delivery

If you've ordered from Flexa, Adorable Tots, Kidsmill, Boori, Arista Design, CozyBay, Sol Bistro or Oseasons, your delivery process is likely to vary. Please check the product page for specific details.


Your Order

How do I measure for my new furniture?
We give full measurements (in HxWxD cm or LxWxH cm) as well as full or partial assembly details on each product page to help you find the best furniture for your home.

All furniture will be boxed upon delivery and unpacked in your room of choice, so please check your piece will fit through all doorways and corridors, as well as measuring the space itself. This will ensure your new furniture can be delivered without any damage.

Please let us know at time of order if there are any access restrictions or special needs which must be considered to ensure a successful delivery.

I've placed my order. What happens next?
Once you've placed your order online or in store, you'll receive a text message or e-mail inviting you to make a booking for your delivery slot at www.bookyourdelivery.co.uk. To book a slot, you'll require your order number and postcode. We deliver 7 days a week between 7am - 4pm.

You'll be offered the choice of three delivery dates, with the first within 7 days of your request. If none of these dates are convenient, please contact our delivery company, Home & Retail, on 0208 759 0099 to arrange an alternative.

If you don't access the booking site to confirm a delivery slot within 48 hours of receiving the initial text, Home & Retail will contact you directly. Once your delivery date is confirmed, you'll receive confirmation via text message.

Made to Order
Made to Order furniture can only be ordered in our stores. You'll be advised of the next steps when placing your order.

I have changed my mind, can I cancel my order?
Your order can be cancelled up to 24 hours before the confirmed delivery date.

Made to Order
Orders placed in store can be cancelled within 48 hours of submitting your order. After this date, we cannot accept order cancellations or refund any unwanted items as the items are bespoke. If the item is faulty, your statuatory rights are not affected.


How much does delivery cost?
Standard Delivery: £30 or FREE when you spend £1,500 or more.

Made to Order
Delivery charges may vary. Please enquire in store when you place your order.

Where do you deliver?
Delivery is only available to the UK and EIRE, which does not include the Channel Islands, Isle of Man, the Scilly Isles, and the Scottish Highlands and Islands.

If you live in an apartment above the second floor with no lift, this must be specified at the time of booking your delivery. These will require a larger delivery crew and will incur an additional charge of £10 per item per floor above the second (For example, 2 items delivered to the fourth floor without a lift would incur an additional charge of £40.00).

Please advise any access restrictions at the time of booking your delivery.

Can you offer me a specific time slot?
When you make the initial booking, we will offer a confirmed delivery date. The delivery company will contact you the day before delivery with a 2 hour delivery window.

I can't take delivery on the agreed date. What should I do?
If you're unable to accept the delivery, please inform us at least 24 hours in advance to arrange another date at no extra charge.

Call House of Fraser Customer Services: 0345 602 1073
Email: customerservice@houseoffraser.co.uk

If the new delivery date date requested is not within 21 working days of the original delivery date, the delivery company will store the goods, incurring a storage charge of £20 per week.

If there is no-one available to accept the delivery on the day agreed with the delivery company, a £45 charge will be payable in order that a redelivery may be attempted on an alternative date.

What if my order is delayed?
We make every effort to deliver on the date agreed. In the unlikely event of a delay, we'll contact you to re-arrange a convenient delivery date.

Made to Order
Made to Order products can only be ordered in store. As these items are bespoke, each individual order has a different delivery period which you'll be informed of when purchasing. We'll keep you informed of any changes to your expected delivery date.

Will my furniture be assembled when it is delivered?
All furniture is delivered to your room of choice and assembled by us, unless otherwise stated, so please ensure that the product will fit into your property. We include dimensions on our website, but if you're unsure about anything, please call us on 0208 759 0099 or ask in store before placing your order.

What checks are carried out when my furniture arrives?
Upon delivery the crew will ask you to inspect the packaging for any sign of damage, so please take time to ensure that everything is in order. Once the product has been assembled (if applicable), you'll be asked to inspect the item for any sign of damage and then sign a proof of delivery note. Please fill in as much detail as possible.

Should you prefer not to have the goods unpacked and assembled, please inform the delivery driver.

What happens if the furniture I receive is damaged or there's a problem?
At House of Fraser, our customers are paramount and we aim to offer excellent customer care. In the event that there is a problem with your furniture after delivery, please contact our Customer Service team who will be happy to help.

Call House of Fraser Customer Services: 0345 602 1073
Email: customerservice@houseoffraser.co.uk (please include your delivery post code and order reference) to report the issue.

Any damage to goods on delivery should be reported to us within 14 days of delivery.

Made to Order
In the event that there's a problem with your order upon delivery, please contact the store where your order was placed.

Will you remove my old furniture?
Yes, we can remove old furniture at your request. This service is charged as follows:
Bed removal: £40
Cabinet removal: £50
Sofa removal: £50

Please note, prices above are a guide and may vary according to the number of items you would like to be collected.

To order this service, please contact the House of Fraser customer service team on 0345 602 1073 and ask to speak to the Furniture team or e-mail us at customerservice@houseoffraser.co.uk to get an accurate quote based on your items and make payment.

I've ordered from Made to Order online. What happens now?
Different details apply to House of Fraser Made to Order Sofas, Furniture & Flooring. Please see details here.

Contact Us

Delivery Booking, Queries and Amends: Please contact Home & Retail on 0208 759 0099

Faults, Damages & Returns: Please contact House of Fraser on 0345 602 1073 or e-mail us at customerservice@houseoffraser.co.uk

Made to Order Furniture: Please contact the store where you placed your order. Contact details can be found in our Store Finder

Large Items

Gift Experiences

Give us a call 0345 602 1073