1. > Homepage
  2. Customer Services
  3. > Returns

Customer Services

Online Refund Policy

Please find below our online refund policy. Find out more about International returns here. Some of our products and services have supplementary or alternative refund policies and returns procedures. The products and services affected are:

  1. Furniture
  2. Large Kitchen Appliances
  3. Made-to-Measure Curtains
  4. International
  5. Gift Card Refunds

Please note that no refund or exchange will be given without a despatch note, receipt or other proof of purchase.

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

Upon purchase

We want you to be happy with every purchase you make. Accordingly, you may inspect the items you buy as if you were in one of our stores. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the items 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 wish to return.

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, minus any amounts due by way of compensation to either repair the goods or to cover any loss.

Promotional discounts

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.

Returning a product

If you wish to return a product you have purchased from our website, making note of any non-returnable products, you may do so in several ways. Further information is available in the options on the left.

Please return any unwanted items within 14 days from the day your parcel arrives, for a full refund via the original payment method/s. If Gift Cards, Vouchers, or eVouchers have been used as payment or part payment, you will always be refunded primarily in eVouchers to the total value of all vouchers used in that transaction. Any remaining balance will be refunded to the payment card (if used).

Returning products bought via PayPal

For a full refund on unwanted, faulty or damaged goods that were purchased online via Paypal, you must return your goods to houseoffraser.co.uk via post or courier. Any products returned to a store will be refunded onto a gift card.

Return to a House of Fraser store

First read our online refund policy to ensure that the product you have can be returned and that you have not missed any deadlines.

You can return your product(s) to any store (excluding House of Fraser Outlets), except for:
Arthur Price Cutlery
Furniture – please see Furniture returns
Large kitchen appliances – please see large kitchen appliances returns
Made to measure curtains, accessories and fabrics – please see Made to measure curtains returns
TV and technology – please see TV and technology returns

Bring your items and proof of purchase into store within 14 days from the day your parcel arrives, for a full refund via the original payment method. Or within 28 days, when you can either exchange your items or take a Gift Card to the value of your items.

Please note that we allow up to 7 days for delivery to you.

To find your local store, please see our Store Locations. You must ensure that you bring your despatch note or receipt as proof of purchase as otherwise we will be unable to accept your return.

Unfortunately, NO Eire order returns can be made to an Eire House of Fraser store. Please see 'Returning by post/courier' for the returns address. Please also note that there is no courier collection service for Eire orders.

Return by post or courier

First read our online refund policy to ensure that the product you have can be returned and that you have not missed any deadlines.

Please return any unwanted items within 14 days from the day your parcel arrives, for a full refund via the original payment method/s. If Gift Cards, Vouchers, or eVouchers have been used as payment or part payment, you will always be refunded primarily in eVouchers to the total value of all vouchers used in that transaction. Any remaining balance will be refunded to the payment card (if used).

If you return your purchase after this period but within 28 days we will issue you with a House of Fraser eVoucher to the value of the item. (see ‘Return to a House of Fraser store’ above).

With the exception of faulty or damaged goods, if you return your purchase by post or courier after the 28 day period, we reserve the right to not offer you a refund in full. We will instead return your purchase to you and prior to sending it out, we will charge you the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.

1. Complete the returns information on the despatch note and make sure to include it in your parcel before repacking.

2. Repack your parcel and send it to the appropriate address below:

a. For all UK orders, attach the pre-paid address label supplied with the despatch note to the repackaged parcel. If you do not have the label anymore, the address for returns is House of Fraser Online Returns, Apex Building, Northfield, Milton Keynes MK15 0DB.

b. For all Eire orders, please return your item(s) to House of Fraser Online Returns, c/o Nightline, Unit 5 Mygan Park, Jamestown Road, Finglas East, Dublin 11, Ireland.

3. Ensure that you obtain proof of postage from the post office in case your parcel is lost in transit.

If you think your items are too large to return by post, please contact our customer services team on 0845 602 1073 or at service@fraserline.co.uk who will arrange a returns collection with you. A collection charge of £100 will be made to furniture orders, unless the product is faulty, damaged or incorrect (please see our Refund policy for more details regarding the return of furniture).

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 not a specific time. The collection of returned products will take place between 8am and 6pm. Due to circumstances beyond our control, there may be rare occasions when the courier is unable to collect on the specified day. On these occasions, regrettably we are unable to offer any compensation 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 to your nearest store or by post.

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 that 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 incur during the refund process.

Return by Collect+

First read our online refund policy to ensure that the product you have can be returned and that you have not missed any deadlines.

1. Complete the returns information on the despatch note and make sure to include it in your parcel before repacking.
2. Peel off the Collect+ returns label and securely attach it to your parcel. If you lose your label, you can print a new one from the Collect+ website.
3. Take your parcel to any of 3,800 local stores offering the Collect+ services. You can find your nearest store by visiting the Collect+ website or by texting COLLECT and your postcode (e.g. COLLECT NG23 5HD) to 84555.
4. You’ll receive proof of postage and a code to track your return online.

If you think your items are too large to return by Collect+, please consider returning your items via our courier service. See Returns by Post/Courier for more information.

Please return any unwanted items within 14 days from the day your parcel arrives, for a full refund via the original payment method/s. If Gift Cards, Vouchers, or eVouchers have been used as payment or part payment, you will always be refunded primarily in eVouchers to the total value of all vouchers used in that transaction. Any remaining balance will be refunded to the payment card (if used).

If you return your purchase after this period but within 28 days we will issue you with a House of Fraser eVoucher to the value of the item. (see ‘Return to a House of Fraser store’ above).

Returning goods purchased via Paypal

For a full refund on unwanted, faulty or damaged goods that were purchased online via Paypal, you must return your goods to houseoffraser.co.uk via post or courier. Any products returned to a store will be refunded onto a gift card.

Returning specific products

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 or used and any seals on the product remain unbroken: lingerie, hosiery, swimwear, men's underwear, hats, duvets, pillows, mattresses, mattress protectors, personal grooming products, DVDs, PC software and videogames, perfumery and cosmetics. Hats must have the returns policy swing ticket still attached. For hygiene reasons we are not able to offer refunds or exchanges on pierced earrings. We do not offer refunds on Gift Cards unless they are faulty or damaged.  Gift Cards bought online cannot be returned to a House of Fraser store.

Cancellations

Delivery charges will only be refundable if you cancel your order with us within seven working days after the day of receipt of your purchases (see Cancelling your order for more details). Otherwise, delivery charges will only be refundable in the case of faulty or damaged goods or where the incorrect product has been received.

Special conditions

Where special conditions are attached to your purchase/order, this refund policy will not apply and the special conditions will take priority (e.g. furniture, carpets, technology, Gift Cards and some products from some of our concession partners such as Red Letter Days).

Furniture

Our refund policy does not apply to furniture orders made on our website and you may only return furniture if you wish to cancel your contract with us, please see Cancellations for further details. This does not affect your statutory rights in respect of faulty or damaged furniture. A collection charge of £100 will be made if you wish to return the furniture unless it is faulty, damaged upon delivery or incorrect.

Large Kitchen Appliances Returns

Please note that large kitchen appliances cannot be returned direct to House of Fraser as they are supplied by a third party.

If you want to return a large kitchen appliance, call us on 0871 641 1523 and one of our advisors will arrange the collection for you. If you do decide to return a product to us, we will charge for collection. See terms and conditions for full details.

You have 7 days from the date of delivery to cancel your contract. Please be careful when selecting your appliances to ensure they are the ones you require as we charge £49.99 for collection.

Made-to-Measure Curtain Returns

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 & accessories are made to customer's individual sizes therefore we can not 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 hand made 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.

In the unlikely event that there is a problem with the manufacture or the fabric then please contact our customer care team to be allocated a Returns Authorisation Number. No return will be accepted without a Returns Authorisation Number.

If you find you require an alteration, please email/phone our customer care team for advice - hofdirect@montgomery.co.uk and 0800 032 5750.

None of the above conditions affect your statutory rights when goods are faulty, or not as described. Our cancellation, refund and return policy complies with the Distance Selling Regulations. In the unlikely event that there is a problem with the manufacture of the fabric then please contact our customer care team on Freephone: 0800 032 5750.

Returned goods will be inspected for faults and the reported problem.

If the goods are faulty then we will arrange collection of the goods whereever possible, however if this is not possible delivery and postage charges will be refunded in the first instance.

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.

International Refund Policy

Please note: if you return your purchase to us from outside the UK, that this will be at your own risk. We will not accept any responsibility for items lost or damaged in transit. It is your responsibility to pay any delivery charges, duties and taxed incurred to return your purchase.

Please find below our online refund policy. For UK and Eire returns, please read our online refund policy. For our store refund policy, please enquire in store.

Upon Purchase

We want you to be happy with every purchase you make. Accordingly, you may inspect the items you buy as if you were in one of our stores. 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 do not damage the items 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 wish to return.

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 amounts due by way of compensation to either repair the goods or to cover any loss.

Returning Products

If you wish to return a product you have purchased from our website, making note of any non-returnable products, you may do so;

• Within 14 days to any House of Fraser store (excluding House of Fraser Outlets) from the day you receive the goods and we will refund you in full via the original payment method used. 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.

• Within 14 days by post or courier from the day you receive the goods and we will refund you in full via the original payment method used. Where Gift Cards, Vouchers or eVouchers have been used as tender for an order (whether in whole or in part), any item that is returned within that order will be refunded first in eVouchers to the same value that was originally spent in Gift Cards or Vouchers. Any remaining balance will then be refunded to the payment card (if used). If you return your purchase after this period but within 28 days we will issue you with a House of Fraser eVoucher to the value of the item. We are unable to exchange products by post and you must return the item to store if you wish to do so (see above).

Exclusions

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, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, PC software and videogames, perfumery, personal grooming products, pillows and swimwear. Hats must have the returns policy swing ticket still attached.

Delivery charges

Delivery charges will only be refundable if you cancel your contact with us within seven working days after the day of receipt of your purchases (see Cancellations for more details). Otherwise, delivery charges will only be refundable in the case of items that are faulty, damaged upon delivery or incorrect.

Paypal

If you wish to return faulty or damaged goods that were purchased via Paypal for a full refund then you must return your goods by post or courier.

Special conditions

Where special conditions are attached to your purchase/order, this refund policy will not apply and the special conditions will take priority (e.g. furniture and carpets purchased in-store and some products from some of our third party partners).

Proof of Purchase

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

Promotional discounts

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.

Returns outside the refund period

With the exception of faulty or damaged goods, if you return your purchase by post or courier after the 28 day period, we reserve the right to not offer you a refund in full. We will instead return your purchase to you and prior to sending it out, we will charge you the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.

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

Non-Returnable Products

House of Fraser Gift Cards and Gift Vouchers, pierced earrings, hampers, food, beverages and ‘free’ items cannot be returned within the terms of our refund policy. 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.

International Returns by Post/Courier

First read our online refund policy to ensure that the product you have can be returned and that you have not missed any deadlines.

1. Complete the returns information on the despatch note and make sure to include it in your parcel before repacking.
2. Repack your parcel, attach the pre-paid address label supplied with the despatch note to the repackaged parcel. If you do not have the label anymore, the address for returns is House of Fraser Online Returns, Apex Building, Northfield, Milton Keynes MK15 0DB, United Kingdom. It is your responsibility to pay any delivery charges, duties and taxes incurred to return your purchase.

When will I receive my refund?

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 that 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 incur during the refund process.

International Returns to Store

First read our online refund policy to ensure that the product you have can be returned and that you have not missed any deadlines.

You can return your product(s) to any store (excluding House of Fraser Outlets). To find your local store, please see our Store Locations. You must ensure that you bring your despatch note or receipt as proof of purchase as otherwise we will be unable to accept your return.

GIFT CARD REFUNDS

Gift Cards cannot be returned or refunded, except in accordance with your legal rights in respect of faulty or damaged goods.

Gift Cards purchased online cannot be returned to a House of Fraser store.

To return faulty or damaged Gift Cards purchased online, please call our customer services on 0845 602 1073. Monday to Friday, 8am - 10pm. Saturday & Sunday, 9am - 6pm.