To return or exchange products

At House of Fraser, we want you to be delighted with every purchase you make. In the event that you are not, and you wish to return a product (excluding those outlined below), you may do so within 28 days of the despatch date, as long as the item is unused, in the original packaging and in a re-saleable condition.

Hats with the swing ticket still attached, swimwear, underwear, duvets, pillows, mattresses and mattress covers can be returned within the terms of our 28 day returns policy providing they are still in their original packaging and for hygiene reasons, have not been used.

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.

Where promotions are applied to orders, the proportional discount will be applied to each item in the basket and that proportion will be refunded in the event of a return. You may return products to our stores or by post or courier free of charge.

Non-returnable products

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.

Your statutory rights are not affected.

Returns to store

UK Orders
If you wish to return a product to a House of Fraser store, please take the Delivery Note with you as proof of purchase to the relevant department, where our sales assistants will exchange or refund your product. If we believe that the product has been used or if it has been opened or if the packaging has been tampered with, we reserve the right to refuse a refund or exchange. We cannot accept returns in store without the Delivery Note.

Eire Orders
Currently NO Eire order returns can be made via an Eire House of Fraser store, please return all items with the dispatch note to; Freepost House of Fraser Returns, iForce, Dept AA1445, PO BOX No: 4214, Business Reply, Dublin 2. If you think the item is too large to return by post, email service@fraserline.co.uk or telephone 0845 602 1073 and our Fraserline assistants will arrange a courier returns collection with you.

Returns by post or courier

To return any products in a re-saleable condition (excluding those above) please;

• For all UK orders use the pre-paid label supplied with the dispatch note and attach it to the re-packaged parcel.
• For all EIRE orders please return your item to: Freepost House of Fraser Returns, iForce, Dept AA1445, PO BOX No: 4214, Business Reply, Dublin 2.

Please tick which items you are returning and fill in the relevant returns code on the Delivery Note, then return the Delivery Note with your products in the original packaging. We will credit the refund to your payment card account within 2 working weeks of receiving the returned product (Please note your bank may take up to 21 working days to credit your account with the refunded amount). We cannot accept liability for goods that get lost or damaged when they are returned, and request that you ask the Post Office to stamp the Proof of Posting label when returning products by post. We are not liable and cannot take responsibility for any bank charges that you may have incurred during the refund process.

If you think the item is too large to return by post, email service@fraserline.co.uk or telephone 0845 602 1073 and our Fraserline assistants will arrange a courier returns collection with you.

If you decide to arrange a courier collection to pick up the product you are returning to us, please note that we can confirm the day of collection, but we are unable to guarantee a specific time. The collection of returned products will take place between 8.00am and 6.00pm. Due to circumstances beyond our control, there may be rare occasions when the courier is unable to attend on the specified day. On these occasions, regrettably we are unable to offer any compensation for loss of earnings incurred as a result of the courier not collecting on the specified day or for you not being present at the time of collection. We will do our utmost to ensure that returned products are collected on the specified day, however you may wish to consider returning the product in store or by post free of charge.

Reasons for return

• If unwanted products are in a re-saleable condition, we will refund the full purchase price of the product, excluding the cost of postage and packing. If we believe that the product has been used or if it has been opened or if the packaging has been tampered with, we reserve the right to refuse a refund or exchange.
• If the product is incorrect, faulty or damaged, we will tell you how to return it and we will refund the purchase price of the product, including postage & packaging as soon as we receive the original one from you. If you would like to purchase the product again or if you have any further queries, please contact our Fraserline team.