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Returns & Refunds - Online Returns & Refund Policy

Returns Period

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If you wish to return a product you have purchased from our website, please first read the sections below entitled Products that Cannot be Returned and Returns Period.

Returns by Post or Courier

Please make sure we receive your returned items, within 14 days from the day you receive them, to be refunded in full via the original payment method.

If you return your purchase after this period but within 28 days, you will be refunded with a House of Fraser eVoucher to the value of the returned items.

We are unable to exchange products by post. We do process exchanges in our stores, so you may bring your items to your nearest store for an exchange if you wish (see below).

Returning to a House of Fraser Store

Please bring the items you wish to return to any House of Fraser store (excluding outlets), within 14 days from the day you receive them, to be refunded in full via the original payment method.

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 returned items.

Please return to the relevant department in store where our staff will be happy to help.

Returning to the House of Fraser Store in Dublin [Dundrum]

Please bring the items you wish to return to the House of Fraser Dublin store within 14 days from the day you receive them, to be refunded in full via the original payment method.

If you return your purchase after this period but within 28 days, you will receive a House of Fraser eVoucher to the value of the returned items. Please note the eVoucher can only be used to purchase goods online.

Returning Outside the Returns Period

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If you return your purchase by post or courier after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full.

We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.

Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.

Proof of Purchase

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No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.

Taking Care of Our Goods

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You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging where it forms part of the goods, for example, boxed garments and gift items) and, if you wish to return anything, that it reaches us in perfect condition.

Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.

Products that Cannot be Returned

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The following items cannot be returned within the terms of our refund policy:

  • House of Fraser Gift Cards and Gift Vouchers
  • Pierced earrings
  • Hampers, food and beverages
  • Free items

Other items may be added to this list from time to time. This does not affect your statutory rights in respect of faulty or damaged goods.

Products with Alternative Returns & Refunds

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Some of our products have alternative refund policies and returns procedures. The products affected are:

You can find the policies and procedures relating to these products in returning specific products.

In addition, the following items can only be returned within our refund policy providing it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items) and for hygiene or safety reasons have not been worn, opened, assembled or used and any seals on the product remain unbroken:

  • Cosmetics
  • Duvets
  • DVDs
  • Hats (hats must have the returns policy swing ticket still attached}
  • Hosiery
  • Lingerie
  • Mattress protectors
  • Mattresses
  • Men’s underwear
  • Fragrances
  • Personal grooming products
  • Pillows
  • Swimwear

Refunds for Items Bought Using Paypal

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PayPal Purchases can be exchanged in store for a Gift Card to the value of the item or exchanged for another item available in store. If you would like to return items that were bought via PayPal for a full refund, you will need to return them to our Online Returns Centre within 14 days of receiving your order. Unfortunately, we cannot refund to your PayPal account if you return items to a store.

Refunds for Items Bought Using a Gift Card

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Returns to a House of Fraser store or by post/courier

If you wish to return goods that were purchased online using a Gift Card, you can do so in a House of Fraser store. You will have your items refunded onto another Gift Card (provided your return meets the terms of this policy).

You can also return your goods by post or courier. You will be refunded in eVouchers to spend on our website (provided your return meets the terms of this policy).

You will be refunded in eVouchers

If you paid for part of your order using a Gift Card, you will be refunded in eVouchers to the value originally spent with your Gift Card. Any remaining balance will be refunded to the payment card.

Refunding Delivery Charges

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Provided you have notified us in writing that you wish to cancel your order under the Distance Selling Regulations, and the return also meets the terms of our returns and refund policy, you will be entitled to a full refund including delivery charges if applicable.

We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

Promotional Discounts & Refunds

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If you used a promotional discount when paying for your order, the discount is applied to each item in the basket. In the event of a return, you will not be refunded the discounted amount.