Returns & Refunds - Returning Specific Products
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.
Large Kitchen Appliances+
Large kitchen appliances cannot be returned directly to House of Fraser, as they are supplied by a third party (DRL).
If you wish to cancel your order before the planned delivery date, please call 0871 641 1523, and you will receive a full refund.
If the goods have already been delivered to you, you must inform us of your decision to cancel your order within 14 calendar days of delivery, provided the goods are unused and in perfect condition.
Please call 0871 641 1523 to do so and one of our advisors will arrange a collection for you. You will be charged £49.99 for collection.
See DRL’s full Terms and Conditions for more information.
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 - email@example.com 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+
Graham & Brown items cannot be returned to a House of Fraser store or to our normal postal address.
It is free to return Graham & Brown items. Make sure the items are properly and safely packaged, and simply call their team on 01254 291 020. They will supply you with a return label to attach to the package. You can either take your return to a convenient UPS Access Point™ or schedule a collection and wait at home for a courier to pick up your items.
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 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, Graham & Brown 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.
Faulty or Damaged Items
If you receive items that are faulty or damaged, please contact their Customer Services team on Freephone 0800 328 8452 or e-mail firstname.lastname@example.org
Graham & Brown cannot stop the delivery of goods once your payment has been confirmed. However, all customers have 14 working days to cancel their order following the delivery of their goods.
This can be done by either contacting Graham & Brown in writing and/or at the following email address email@example.com
The goods will be deemed returned when received by Graham & Brown, and they will refund the monies as soon as possible within at least 14 calendar days.
- 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
NB: Where an item has a returns swing ticket attached, it must still be attached and undamaged upon return.