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Customer Services

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Shopping Online - 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.


Updates from House of Fraser

Confirmation Email

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

Despatch Email

This email confirms that your parcel has left our warehouse.

Buy & Collect 'Ready for Collection' Email & Text

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.


Updates 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 1-hour time slot when you can 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.