Customer Service

At House of Fraser, we want you to be delighted with every purchase you make. Accordingly, you may inspect the goods as if you were in one of our stores. However, 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.

• If you have made any purchases between 7th November and 24th December 2009 and would like to return them then you have until Thursday 7th January to receive a full refund or exchange or until Friday 22nd January 2010 to receive an exchange or gift card, as we have extended the date for the festive season. All returns must have a valid receipt or despatch note.

1. To return/exchange products purchased at www.houseoffraser.co.uk
2. Non-returnable products
3. Returns by post or courier (for online purchases only)
4. Returns to store (for online purchases only) UK orders
5. Eire orders
6. Tec7 Technology
7. Large Kitchen Appliances (for online purchases only)
8. Mobile Shop (for online purchases only)
9. Returning furniture (for online purchases only)
10. Returning Outdoor furniture (for online purchases only)
11. Red Letter Days in association with House of Fraser
12. Goldsmiths in association with House of Fraser
13. Returns to store
14. Vouchers
15. Returns via PayPal

1. To return/exchange products purchased at www.houseoffraser.co.uk

In the event that you are not satisfied and you wish to return a product (excluding furniture, please see Returning furniture below), 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.

• Please note: With the exception of faulty goods, if you return your purchase after the 28 day period we reserve the right to not offer you a refund in full. We will instead return your original purchase to you and prior to sending it out, you will be charged the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.

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.

For hygiene reasons we are unable to give refunds or exchanges on pierced earrings.

The following items can only be returned within the terms of our 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 or safety reasons have not been worn, opened or used and any seals on the product remain unbroken: lingerie, hosiery, swimwear, men’s underwear, hats, duvets, pillows, mattresses, mattress protectors and cosmetics. Hats must have the returns policy swing ticket still attached

DVDs, food and House of Fraser Gift Cards cannot be returned within the terms of our returns policy.

Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.

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.

Please note that purchases made via the Mobile Shop cannot be returned to House of Fraser. If you would like to return a product, you must refer to the terms and conditions enclosed with your purchase as your contract will be with the network provider.

2. Non-returnable products

For health, safety and security reasons, we cannot accept in return or exchange certain products. These include gift vouchers, gift cards, ‘free’ items, hampers, food, beverages, flowers, cosmetics, pierced jewellery, DVDs, personal grooming products and such other products that may be notified to you from time-to-time.

Your statutory rights are not affected.

3. Returns by post or courier (for online purchases only)

To return any products in a re-saleable condition (excluding those that are noted as non-returnable) within 14 days of the despatch date for a refund 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;

• For all UK orders use the pre-paid label supplied with the dispatch note and attach it to the re-packaged parcel, or send item(s) to: House of Fraser Online Returns, Apex Building, Northfield Milton Keynes, MK15 0DB
• For all EIRE orders please return your item(s) to: Freepost House of Fraser Returns, DHL Exel Supply Chain, Dept AA1645, PO Box No 4214, Business Reply, Dublin 2.
• For all Technology orders, please return your item to: FAO Robert Walker, Tec7 Ltd, HealthAid House, Marlborough Hill, Harrow, Middlesex HA1 1UD.

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 undamaged packaging. You have a statutory duty to take reasonable care of our goods whilst they are in your possession and during transit. 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.

If you think the item is too large to return by post, please contact our Fraserline Customer Service Team on 0845 602 1073 or at service@fraserline.co.uk 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.

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.

Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note it may take up to 21 days for your bank to credit your account. We are not liable and cannot take responsibility for any bank charges that you may have incurred during the refund process.

Alterations

Goldsmiths realise that you may wish to resize your watch straps, rings and other purchases. To have alterations made PLEASE RETAIN THIS DESPATCH NOTE AS PROOF OF PURCHASE we recommend that you take your purchases to any Goldsmiths store or the Goldsmiths concession at the Oxford street House of Fraser store where a member of sta_ will be happy to assess your purchase and advise you accordingly.

4. Returns to store (for online purchases only)
UK orders

If you wish to return a product (excluding those that are noted as non-returnable), please take this Delivery Note with you as proof of purchase to your nearest store (excluding House of Fraser Outlet stores) within 14 days 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. Please see 'Returns via PayPal' section if you have made a payment via payPal and would like to return an item in store. However, you do have a statutory duty to take reasonable care of our goods and if relevant, any packaging, whilst they are in your possession and during transit to the store. 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. Please ensure you return the original undamaged packaging along with the item(s) you are unhappy with. We cannot accept returns in store without the Delivery Note.

5. Eire orders

Currently NO Eire order returns can be made via an Eire House of Fraser store, please return all items with the despatch note within 28 days to; Freepost House of Fraser Returns, DHL Exel Supply Chain, Dept AA1645, PO Box No 4214, Business Reply, Dublin 2. Please note there is no courier collection service for Eire orders.

6. Tec7 Technology

At Tec7 (in association with House of Fraser), we want you to be delighted with every purchase you make. However, it is important that you retain your receipt.

If you change your mind, simply return your purchase in its original condition, i.e. in unopened and undamaged packaging (and including any accessories that form part of the product), with the receipt or a satisfactory proof of purchase within 14 days 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. Certain products are excluded from this policy (please see below). Where you have opened your purchase, we may purchase the product back from you at a reduced price dependent on its condition. This decision will be at our discretion.

If you: encounter any problems, need further assistance, wish to discuss a return or have encountered a fault, you may request a callback by emailing online-support@tec7.co.uk (callback within 2h, Mon-Fri). You can also contact House of Fraser’s Fraserline Customer Team on 0845 602 1073 or at service@fraserline.co.uk. Our staff will be happy to assist you.

The following products cannot be returned once opened or where seals have been broken:

• Headphones, hands-free kits, bluetooth units with ear pieces, microphones and other products, which for hygiene reasons, are non-refundable;
• Software that has been opened or the disk removed;
• Ink cartridges that have been opened or the seal removed;
• Products damaged by viruses, worms or other destructive programs downloaded or transferred to the products by you;
• Products containing software downloaded or transferred to the products by you that is illicit or otherwise unauthorised by the software owner;
• Products bought on special clearance prices; and
• Products bought ex-display and/or sold as seen.

Your statutory rights remain unaffected concerning faulty or damaged products.

In the event of any service or support requirements, please contact the manufacturer applicable.

7. Large Kitchen Appliances (for online purchases only)

Please note that large kitchen appliances can not be returned direct to a store. For more information, please click here to visit House of Fraser Kitchen Appliances.

8. Mobile Shop (for online purchases only)

Please note that purchases made via the Mobile Shop cannot be returned to House of Fraser. If you would like to return a product, you must refer to the terms and conditions enclosed with your purchase as your contract will be with the network provider.

9. Returning furniture (for online purchases only)

You have the right to cancel your contract at any time and up to within 7 (seven) days of receipt of the goods you ordered. You may cancel your order by contacting our Fraserline Customer Service Team on 0845 602 1073 or at service@fraserline.co.uk. However, if you have taken receipt of the goods, you do have a statutory duty to take reasonable care of our goods. Therefore, 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. Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note it may take up to 21 days for your bank to credit your account.

Mattresses and divan sets can only be returned under the 7 day rule provided 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.

10. Returning Outdoor furniture (for online purchases only)

If you wish to return a product, you may do so within 28 days of the despatch date (exclusions apply), as long as the item is unused, in the original packaging and in a re-saleable condition. In the unlikely case that your new furniture is damaged or missing a part on arrival, we will offer replacement parts, including nuts and bolts for your unused furniture. For any queries, please contact 0121 543 4893 between 9.00am to 17.30pm, Mon – Fri.

11. Red Letter Days in association with House of Fraser

At Red Letter Days (in association with House of Fraser) we want you to be delighted with every purchase you make. However, it is important that you retain your receipt. If you change your mind, simply call Fraserline on 0845 602 1073 (8am-8pm Monday to Friday and 9am-5pm Saturday and Sunday) within 14 days of purchase and we will refund you in full via the original payment method used. Please ensure that you retain your activation card, as this will be required in order to process your refund. Red Letter Day purchases cannot be returned to any House of Fraser store.

Where dates have already been booked, refunds within 14 days are subject to the Cancellations section contained within the Red Letter Days Terms and Conditions included with your purchase. Please refer to the terms and conditions included in your package for further details.

12. Goldsmiths in association with House of Fraser

If you have purchased an item from Goldsmiths at House of Fraser, we want you to be delighted every time you shop with us. Occasionally though, we understand you may wish to return items. Item(s) can be returned direct to Goldsmiths at houseoffraser.co.uk using the detachable address slip at the bottom of the despatch note. When returning goods to Goldsmiths at houseoffraser.co.uk the item(s) must be in its original packaging, unused and accompanied by the detachable address slip at the bottom of the despatch note. Items cannot be returned for a refund or exchange if they have been altered. Please note: the label does not cover the cost of postage.

We cannot accept returns of earrings or cleaning products if the tamper-proof packaging has been opened. This is due to hygiene reasons and does not affect your statutory rights. Alternatively, purchases may be returned to one of the Goldsmiths stores (excluding outlets and airports) or the Goldsmiths concession located within the Oxford Street House of Fraser store. When returning item(s) to a Goldsmith store or the Goldsmith concession located within the Oxford street House of Fraser store, the item(s) must be in its original packaging, unused and accompanied by the whole despatch note and the completed detachable address slip at the bottom of the despatch note.

For your benefit and security in the event of a return we recommend that you send the goods back to Goldsmiths at houseoffraser.co.uk by Royal Mail Special Delivery. This will ensure proof of delivery and insurance of the goods whilst they are in transit. If you should experience problems with or have any queries about our returns procedure please contact a member of the Goldsmiths Team on our freephone helpline 0800 849 5051 Monday to Friday between 9am and 5pm or email webenquiries@goldsmiths.co.uk.

13. Returns to store

At House of Fraser, we want you to be delighted with every purchase you make. However, it is important that you retain your receipt. Please note that if you have made a purchase from a House of Fraser Outlet store, you can only return products for a refund or exchange to any other Outlet store.

If you change your mind, simply return your purchase in its original condition (including the packaging where it forms part of the goods, for example boxed items), with the receipt or a satisfactory proof of purchase within 14 days 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.

For hygiene reasons we are unable to give refunds or exchanges on pierced earrings.

The following items can only be returned within the terms of our 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 or safety reasons have not been worn, opened, used and any seals on the product remain unbroken: lingerie, hosiery, swimwear, men’s underwear, hats, duvets, pillows, mattresses, mattress protectors and cosmetics. Hats must have the returns policy swing ticket still attached.

Where special conditions are attached to your purchase/order, this returns policy will not apply and the special conditions will take priority (e.g. furniture, carpets, technology and some products from some of our concession partners).

DVDs, food and House of Fraser Gift Cards cannot be returned within the terms of our returns policy.

No refund or exchange will be given without a receipt or other proof of purchase. The above does not affect your statutory rights.

14. Vouchers

If you have made a payment with House of Fraser Gift Vouchers, Gift Cards or eVouchers and you would like to return your purchases, please note that you will be refunded the amount in eVouchers only.

15. Returns via 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.