RETURNING YOUR ORDER
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.
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.
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.
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.
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.
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. 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.
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.
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.
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.
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.
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.
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.
Vouchers
If you have made a payment with House of Fraser (in store) vouchers combined with eVouchers and you would like to return your purchases, please note that you will be refunded the amount in eVouchers, even if you paid the first part of your purchase with the House of Fraser (in store) vouchers, followed by eVouchers.
