Our returns and refunds policy does not apply to furniture orders made on our website. You may only return furniture orders by cancelling your contract with us, to find out how, see Cancelling your order.
This does not affect your statutory rights in respect of faulty or damaged furniture.
Made to measure curtains are produced by a third party – Montgomery. Therefore they cannot be returned directly to House of Fraser.
Made-to-Measure Curtains Cannot be Returned
Made-to-measure curtains are made to customer's individual sizes. Therefore, we cannot accept cancellations or alterations, and we are unable to offer refunds once your order has been placed.
We provide comprehensive guidelines on measuring for curtains and we recommend you use these before committing to your purchase.
All made-to-measure curtains are handmade and quality checked at every stage to ensure that they are delivered to you in perfect condition. Please ensure that you unpack your goods as soon as you receive them, as failure to unpack the goods may lead to creasing. Creasing will not be considered as a fault.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.
Problems with Manufacture or Fabric
In the unlikely event that there is a problem with the manufacture of the fabric, please contact our customer care team on Freephone: 0800 032 5750. You will be allocated a Returns Authorisation Number. No return will be accepted without a Returns Authorisation Number.
If the goods are faulty, we will arrange collection of the goods wherever possible. However if this is not possible, delivery and postage charges will be refunded in the first instance.
Returned goods will be inspected for faults and the reported problem.
If you find you require an alteration, please email/phone our customer care team for advice - firstname.lastname@example.org and 0800 032 5750.
If You’ve Made a Mistake with Your Order
If the order was placed incorrectly by the customer, delivery and postage charges are non refundable.
All returns should be sent to: UNIT A (House Of Fraser), c/o Montgomery Tomlinson Ltd, Broughton Mills Road, Bretton, Chester, CH4 0BY.
Graham & Brown items cannot be returned to a House of Fraser store or to our normal postal address.
If for any reason you need to return your purchase then this can be arranged FREE OF CHARGE by using DPD pickup, simply use the returns label provided with your delivery.
All returns need to be done within 28 days, unwanted goods should be returned in the original packaging, unopened, undamaged and in a saleable condition.
To return your items simply follow the below simple steps:
1. Find the DPD 'Return your Parcel' label that came with your parcel
2. Complete the label including your order number (this is vital as without it we can't tie up your order to your return)
3. Stick on the outside of the box.
4. Visit www.dpd.co.uk/pickuplocator to find your nearest store and drop off your parcel.
5. Please ensure that you get a receipt so that you and we can track your return.
If you do have any questions you can contact us either by e-mailing us at email@example.com or by calling 01254 661 122 (Mon-Fri 9am-5pm GMT), if you could include your order number on any communication that would be very much appreciated.
For info the Returns Label will look a little like the one below, if you don't receive one in your parcel then please use the contact details above to request a new one.
- House of Fraser Gift Cards and Gift Vouchers
- Pierced earrings
- Hampers, food and beverages
- Free items
- Made-to-measure items (including Nigel Rayment hats)
Other items may be added to this list from time to time. This does not affect your statutory rights in respect of faulty, incorrect or damaged goods.
The following items can only be returned within our refund policy providing they are in their 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. Any seals on the product must remain unbroken:
- Hats (hats must have the returns policy swing ticket still attached)
- Mattress protectors
- Men’s underwear
- Personal grooming products
- Electrical Appliances
NB: Where an item has a returns swing ticket attached, it must still be attached and undamaged upon return.