Here to help
House of Fraser is pleased to offer help with all aspects of online shopping. By selecting any of the links on the right-hand side of this page or browsing our FAQs below, we should be able to answer the questions you may have.
FAQs
Placing your order
- 01 How can I order?
- 02 When can I order?
- 03 Can I pre-order items for delivery?
- 04 Is the price of a product the same in store and online?
- 05 Can the prices change?
- 06 Can the prices change after I have placed my order?
- 07 Can I change my order?
- 08 How can I cancel my order?
- 09 Do you offer discounts on corporate or bulk hamper orders?
- 10 How do I approach House of Fraser regarding a charitable donation or sponsorship?
- 11 I have a complaint. What are my options?
Payment
- 12 Which payment methods can I use to place my order?
- 13 Is it safe to send my debit/credit card details over the web?
- 14 If I don't want to pay online what do I do?
- 15 When will I be charged?
- 16 How can I pay for my order?
- 17 My order has not arrived on the expected delivery date, what should I do?
Delivery
- 18 Do you deliver to BFPO addresses?
- 19 Do you deliver to my country?
- 20 Do you deliver to PO Box addresses?
Returns
- 21 How do I return unwanted products?
- 22 How do I return unwanted furniture products?
- 23 What products are non-returnable?
- 24 Can I return items to a store?
- 25 What should I do if I have received a faulty item?
- 26 What should I do if I have received an incorrect item?
- 27 I returned an item, have you received it?
- 28 When will I receive my refund?
- 29 Can I get a refund or exchange after the 28 day period?
- 30 How do I return unwanted products I purchased through PayPal?
Products
- 31 Do you have sizing guides?
- 32 Do you have buying guides?
- 33 The product I want to buy is temporarily unavailable, will you be getting more stock?
- 34 How can I search for a specific product?
- 35 Do you offer gift wrapping options?
- 36 What do I do if my product breaks down during the guarantee period?
Click here to contact us.
01. How can I order?
You can order online through our secure website or call us on 0845 602 1073 to place an order.
Back to top02. When can I order?
You can order from our website at any time and any day of the week or place a telephone order from Monday - Friday 8am to 8pm, Saturday and Sunday 9am to 5pm.
Back to top03. Can I pre-order items for delivery?
No – we only accept orders for items that are in stock.
Back to top04. 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 whereby 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 as they can change.
Back to top05. Can the prices change?
Yes they can. We will always do our best to offer you the best value available.
Back to top06. Can the prices change after I have placed my order?
No. Once you have placed your order and you have received an email confirmation, the price is guaranteed.
Back to top07. Can I change my order?
Once the order has been placed, it cannot be changed online. We cannot change anything on your order however, we can cancel and re-order if the order has not yet been processed. Please contact Fraserline on 0845 602 1073.
Back to top08. How can I cancel my order?
On most occasions, you can cancel your order within an hour of placing it. However, please contact the Fraserline Customer Service Team and they will confirm if your order can be cancelled or whether it’s too late for it to be cancelled. Currently you can only cancel the whole order and not individual items within the order. If the goods have already been despatched, we will not be able to stop the delivery process. However, you may cancel your contract with House of Fraser by following the procedures detailed in the Returns & Refunds section. Cancellation is subject to certain restrictions. Please see Cancelling your order.
Back to top09. Do you offer discounts on corporate or bulk hamper orders?
We offer discounts for deliveries to the same address over certain order values. Please telephone Fraserline to discuss your requirements.
Back to top10. How do I approach House of Fraser regarding a charitable donation or sponsorship?
House of Fraser has nominated charities and these are the only ones to which we donate..
Back to top11. I have a complaint. What are my options?
If it is about a product you have bought from our stores, please get in touch with the local store manager – the telephone numbers of all our stores can be found on this website. If the complaint is about an online shopping experience please call one of our Fraserline representatives on 0845 602 1073 or complete the form on the Contact Us page.
Back to top12. Which payment methods can I use to place my order?
We accept all major credit/debit cards for payment and House of Fraser gift vouchers. The cards accepted include: House of Fraser MasterCard, House of Fraser Account Card, Recognition FraserCard, MasterCard, Visa, Maestro, AMEX, Diners Card, Solo.
Back to top13. Is it safe to send my debit/credit card details over the web?
Yes. We encrypt your payment card details using industry standard SSL technology to ensure they are completely safe.
Back to top14. If I don't want to pay online what do I do?
Simply telephone our call centre on 0845 602 1073 and a member of the Fraserline team will be happy to process your order by telephone using your payment card.
Back to top15. When will I be charged?
Authority for payment must be given at the time of your order. Payment will be taken immediately. If your card is authorised, you will receive an email confirming that your order has been successful.
Back to top16. How can I pay for my order?
We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.
All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.
17. My order has not arrived on the expected delivery date, what should I do?
If your order has not arrived when expected, please contact Fraserline on 0845 602 1073 and they will track your order and assist you with your query.
Back to top18. Do you deliver to BFPO addresses?
Yes we do.
Back to top19. Do you deliver to my country?
Currently, we only deliver to the UK and EIRE. Please click here to see our delivery options and charges page for more information.
Back to top20. Do you deliver to PO Box addresses?
Unfortunately, we are unable to deliver to PO Box addresses for security reasons.
Back to top21. How do I return unwanted products?
If for any reason you have changed your mind and would like to return unwanted products, you can do so within 28 days of the despatch date. (This excludes furniture; please see How do I return unwanted furniture products below). Whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the goods whilst you inspect them or try them on for size (this also includes the packaging where it forms part of the goods, for example boxed garments and gift items). You must ensure that you return the original undamaged packaging along with the item/s you are unhappy with.
Where you have failed to take reasonable care of the goods, House of Fraser reserves 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.
You may return products to our stores or by post or courier free of charge. If you would like to return large kitchen appliances, you can arrange for the goods to be collected on a day that’s convenient for you. For more information, please click here to visit House of Fraser Kitchen Appliances.
Some goods are non-returnable, please see below.
Lingerie, swimwear, men’s underwear and hats can be returned within the terms of our 28 day returns policy providing it is in its original condition (including the packaging where it forms part of the goods, for example boxed items) and for hygiene reasons, has not been worn. Hats must have the returns policy ticket still attached.
Duvets and pillows can be returned within the terms of our 28 days returns policy providing they have not been removed from their original packaging and for hygiene reasons have not been used.
22. How do I return unwanted furniture products?
If for any reason you have changed your mind and would like to return unwanted products, you can do so within 7 days of the delivery date. If you have taken receipt of the good, you do have a statutory duty to take reasonable care of our goods. There, please do not damage the goods whilst they are in your care. You must ensure that you return the original undamaged packaging along with the item/s you are unhappy with.
A collection charge of £100 will be made, which will be notified to you at the time of return, unless the product is faulty.
Mattress and divan sets can only be returned under the 7 day rule provided that they have not been removed from their original packaging and for hygiene reasons have not been used, unless the product is faulty.
Where you have failed to take reasonable care of the goods, House of Fraser reserves 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.
23. What products are non-returnable?
For health, safety and security reasons, we cannot accept in return or exchange certain products. This includes gift vouchers, ‘free’ items, hampers, food, beverages, flowers, cosmetics, pierced jewellery, personal grooming products and such other products that may be notified to you from time-to-time. Your statutory rights are not affected. Please see Cancelling your order for more information.
Back to top24. Can I return items to store?
Yes – with the exception of notified non-returnable goods.
Back to top25. What should I do if I have received a faulty item?
If you have received items that are faulty, please contact our Fraserline Customer Service Team within 28 days of delivery and let them know the following details:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- If you want a refund or replacement
26. What should I do if I have received an incorrect item?
We are sorry if you have received an incorrect item. Please contact our Fraserline Customer Service Team within 28 days of delivery and let them know the following details:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- If you want a refund or would like to re-order
27. I returned an item, have you received it?
Once we have received the item that you have returned, we will send you a refund confirmation email.
Back to top28. When will I receive my refund?
Once we have received the product and if appropriate, any packaging, a refund will be credited to the payment card within 2 weeks. Please note it may take up to 21 days for your bank to credit your account.
Back to top29. Can I get a refund or exchange after the 28 day period?
Unfortunately, due to a new system implementation, we can no longer accept returns after the 28 day period.
We have reviewed and revised our refunds and exchange policy. As of February 2009, if you would like to return unwanted items (exclusions apply, see returning your order), you may do so:
- Within 14 days of the despatch date to any House of Fraser store (excluding House of Fraser Outlets) and we will refund you in full via the original payment method used or if you return your purchase after this period but within 28 days, you may exchange the item for other merchandise or a House of Fraser Gift Card to the value of the item or you may return the item;
- Within 14 days of the despatch date by post or courier and we will refund you in full via the original method used or if you return your purchase after this period but within 28 days, we will provide you with a House of Fraser eVoucher to the value of the item. Your statutory rights are not affected.
30.How do I return unwanted products I purchased through PayPal?
In the event that you are not satisfied and you wish to return a product you have purchased online (excluding furniture, please see Returning Furniture above), you may do so: Within 28 days of the despatch date to any House of Fraser store (excluding House of Fraser Outlets) and we will provide you a House of Fraser Gift Card to the value of the item. Within 14 days of the despatch date by post or courier and we will refund your PayPal account in full or if you return your purchase after this period but within 28 days, we will provide you with a House of Fraser eVoucher to the value of the item.
Back to top31. Do you have sizing guides?
Yes we do. We have created general sizing guides and you will also find specific sizing guides created by certain brands for their products.
Back to top32. Do you have buying guides?
Yes we do. You’ll find a range of buying guides containing useful information about products, so you can choose the right one for you.
Back to top33. The product I want to buy is temporarily unavailable, will you be getting more stock online?
We do re-order stock, however this does depend on the type of product (.e.g. the product may only be stocked by us seasonally). Alternatively, you can visit your local store and purchase the item from there. Please call the store before attending to avoid disappointment.
Back to top34. How can I search for a specific product?
You can search for a product by typing the name of the item or its code into the search box, which is located at the top of any page on our website. We do re-order stock, however this does depend on the type of product (.e.g. the product may only be stocked by us seasonally).
Back to top35. Do you offer gift wrapping options?
No, in the interests of not adding to additional waste packaging.However, we do offer the opportunity to add a gift message.
Back to top36. What do I do if my product breaks down during the guarantee period?
If products are under guarantee, your order confirmation email/delivery note is your proof of purchase/receipt and you should follow the manufacturer’s instructions for notifying the manufacturer of any problems within the guarantee period.
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