Legal - Terms & Conditions of Sale
About These Terms and Conditions+
Welcome to the House of Fraser website. This website is owned by House of Fraser (Stores) Limited, a company registered in Scotland with company number SC010677 whose registered office is at Granite House, 31 Stockwell Street, Glasgow G1 4RZ. Our VAT number is 259976879. We use the terms “we”, “our” and “us” throughout our terms and conditions and our customer service pages to refer to House of Fraser (Stores) Limited.
We sell our products to you subject to the terms and conditions listed here. Please read them carefully before using the website. By using our website, you signify your agreement to be bound by these terms and conditions. If you do not agree with these terms and conditions, you should not use our website.
Some of our products and services have supplementary terms and conditions, and these should be read in conjunction with the terms and conditions of sale below. These supplementary terms and conditions are:
Third Party Suppliers+
Some of our products and services are supplied by our third party suppliers and when you purchase products or services from those suppliers, their terms and conditions will apply. The products and services affected are:
- Large Kitchen Appliances (in association with DRL) is operated by DRL Limited and, as such, customers who purchase these products will be bound by their terms and conditions
- Made-to-measure curtains and cushions (in association with Montgomery) is operated by Montgomery Tomlinson Limited and, as such, customers who purchase these products will be bound by their Terms and Conditions (included with your order).
- Gift Experiences are provided by either:
a) Red Letter Day Ltd and, as such, customers who purchase these experiences will be bound by their Terms and Conditions, or;
b) Buy a Gift Ltd and, as such, customers who purchase these experiences will be bound by their Terms and Conditions.
Acceptance of Your Order+
We will not accept your order until such time that you are emailed to say that the products you have ordered have been dispatched, are ready for collection or, in respect of any services, begun. Once you receive such an email, we will be contracted to you, and your contract will be concluded upon delivery of the products or completion of the services.
Any products or services on the same order that we have not yet confirmed via email will not form part of that contract and will form part of a separate contract when the remaining products have been dispatched, are ready for collection or, in respect of any services, begun. Placing an order does not constitute a contract with us until we confirm the products as dispatched, ready for collection or services begun.
We reserve the right not to accept your order for any reason whatsoever, including, but not limited to, payment problems, product availability and product price or description error.
Age Restricted Products+
Some of our products are restricted to persons over a certain age as laid down by law. We are not permitted to supply such products to persons who do not meet the minimum age required as stated below. If you are underage, you must not attempt to purchase these products through our website. By placing an order for any of the products detailed below, you are confirming that you (or the intended recipient) are the minimum age required by law:
1. Alcohol – any products containing alcohol may only be sold to persons over 18.
2. Knives and blades – may only be sold to persons over 18. (Please note, knives are currently not available on line).
3. DVDs / Blu-Rays – may only be purchased by persons at or over the age certification as displayed on the product.
4. Christmas crackers may only be sold to persons over 12.
5. Party poppers and table torpedoes – may only be sold to persons over 16.
6. All other types of fireworks – may only be sold to persons over 18.
7. Liquor chocolates – may only be sold to persons over 16.
We operate a Think 21 policy in our English, Welsh and Irish stores and a Think 25 policy in our Scottish stores. If you are lucky enough to look under this age, please do not be offended if a member of staff asks you for proof of ID to establish that you are over the relevant age.
With regards to our Buy & Collect service, if you would like someone else to collect the order on your behalf and your order contains an age-restricted product (e.g. alcohol), we will not be able to provide your order to the person collecting if they are under the relevant legal age.
Quantity Restricted Products+
Some of our products are restricted to a maximum number of units that you may order. If you select more than the maximum number allowed, we will have to cancel part of your order. For example, we will only allow you to purchase a maximum of 5 units of the same product of Dior (and in respect of Chanel products, only 3). If you select more than the allowed number of units, we will have to cancel the part of your order that exceeds the maximum allowed. In the event that this happens, one of our customer service team will contact you, and you will receive a full refund for those items which we are unable to send you. We apologise in advance for any inconvenience this may cause you.
We cannot retrospectively apply a promotional code to your order. If you place an order without correctly applying the promotional code, we will be unable to reimburse you the discount once the order has been placed. If you are having any difficulties in applying a promotional code or believe the code to be faulty, please contact our customer services team on 0345 602 1073.
Occasionally, we may feature timed sales, offers or promotions on the website, during which certain exclusions may apply.
Buy Me, Try me+
When you purchase one of our products with a ‘Buy me, Try me’ badge, you will also receive a free sample of the same product to test before you open the full size product (whilst stocks last). If you do not like the sample, simply return the unopened full size product, ensuring it is in its original condition and any seals on the full size product remain unbroken, to a House of Fraser store or online within 14 days to receive a full refund in accordance with our Online Returns and Refund Policy. If the full size product has been tampered with in anyway, a refund will be declined, and it will be returned to you. This does not affect your statutory rights in respect of faulty, incorrect or damaged goods.
If, for any reason, there is a problem with collecting payment from your credit / debit card or other chosen payment method after we have confirmed receipt of your order, we will not be obliged to dispatch your order. Additionally, on some occasions, we may be unable to process an order. This may be due to: the item being out of stock or no longer available, your payment being declined, our identification of a pricing error or product description error or an unspecified technical error. If you are sure you are using a valid form of payment, please try again or use a different payment method.
We have a wide range of delivery options and timescales, and charges will vary dependent on the type of product or service ordered. Full details can be found in our customer service pages under Delivery. Some items may be subject to different charges or timescales. Risk in the products (e.g. damage or loss to the products) will remain with us until we deliver the goods to the address specified in your order or they are collected in store when the risk will pass to you immediately. Provided you have notified us on the dispatch note that you wish to cancel your order under the Customer Contract Regulations, and the return also meets the terms of our Online 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. Please see Cancellations and Cancelling Your Order (in our customer services pages) for more information.
Customs & Duties
Deliveries outside the UK are subject to customs, legal, regulatory and certain practical restrictions. To comply with local legislation, you or the recipient may be required to pay additional taxes, fees or levies. Import duty or formal customs entry may apply to all products purchased from us. Please ensure that you enter the correct international delivery address and postcode. If the address is entered incorrectly or if customs duties or formal customs entry are required, the delivery may be delayed. We are unable to offer you any assistance if either issue arises.
Please note that many countries have import restrictions on certain products or materials. You are responsible for checking with the local customs authorities before placing an order for international delivery. We are unable to offer you any assistance in this regard. If the international delivery is outside the EU, it is advisable to keep your total basket value below the customs duty threshold of the destination country. Please check thresholds and duties for the international delivery address before placing an order. You are responsible for ensuring that the product can be lawfully imported to the destination country. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Warranties & Manuals
Please also note that for international deliveries: any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages and the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labelling requirements.
Purchases will be completed in pounds Sterling. Your bank or credit card provider will determine and apply the then current exchange rate and may charge you administration costs. Please contact your bank or credit card provider before making a purchase to ensure you are aware of any such costs.
Since orders are dispatched promptly, we are unable to cancel orders after you have received your order confirmation email.
If your order has already been sent out, you may still cancel your order under the Consumer Contracts Regulations, and to do so, simply return your order to a store or our Online Returns centre within 14 calendar days marking the returns code on your dispatch note as "C" cancelled. Otherwise, you should follow our Online Returns & Refund Policy.
Provided you have notified us on the dispatch note that you wish to cancel your order under the Consumer Contracts Regulations, and the return also meets the terms of Our Returns & 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 where only part of your order is being cancelled.
You may cancel your contract in respect of the following items provided that 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, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.
You cannot cancel your contract in respect of pierced earrings, made-to-measure/order goods (e.g. hats by Nigel Rayment) or perishable goods (e.g. foods) unless they are faulty, damaged upon delivery or incorrect. The following items have restrictions on whether they can be cancelled:
- Gift cards and vouchers – you may submit a cancellation or alteration request within 24 hours of the order being placed unless we have already dispatched your gift cards or gift vouchers.
- Large kitchen appliances – find out more about cancellations
- Made to measure curtains – find out more about cancellations
If you wish to return your order outside of the cancellation time period specified above, please refer to our Online Returns & Refund Policy.
Where you have failed to take reasonable care of the goods, 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.
Online Refund & Returns Policy+
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 less any amounts due by way of compensation to either repair the goods or to cover any loss.
If you wish to return a product you have purchased from our website, making note of any Products that Cannot be Returned (see below), 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. For customers visiting our store in Dublin, Dundrum, we are currently unable to offer an exchange or Gift Card and you will receive an eVoucher that can only be used online; or
- 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 a store if you wish to do so (see above).
- within 14 days by Collect+ 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 Collect+, and you must return the item to store if you wish to do so (see above). Customers in Ireland can also return items via Parcel Motel (in partnership with Collect+).
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 and any seals on the product remain unbroken: cosmetics, duvets, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear. Where an item has a returns policy swing ticket still attached, it must be still attached and undamaged upon return.
Our online 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 or Cancelling Your Order for further details. This does not affect your statutory rights in respect of faulty or damaged furniture.
Provided you have notified us on the dispatch note that you wish to cancel your order under the Consumer Contracts Regulations, and the return also meets the terms of this 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.
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.
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, and some products from some of our third party partners).
No refund or exchange will be given without a receipt or other proof of purchase.
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.
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 Online Returns & Refund Policy does not affect your statutory rights in respect of faulty, incorrect or damaged goods.
Please see our Returns section in our Customer Service pages for full details of our refund policy and how to return goods.
Products that Cannot be Returned
House of Fraser Gift Cards and Gift Vouchers, pierced earrings, made-to-measure/order goods (e.g. hats by Nigel Rayment), perishable goods (e.g. foods), beverages and ‘free’ items cannot be returned within the terms of our Online Returns & 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, incorrect or damaged goods.
To the fullest extent possible under applicable law, we disclaim any and all warranties of any kind whether expressed or implied, in relation to our website, goods and services. This does not affect your statutory rights in relation to faulty or damaged products or your contract cancellation rights.
We will not be liable, in contract, tort (including without limitation, negligence), pre-contract or other representations (except for fraudulent or negligent misrepresentations) or otherwise out of or in connection with these terms and conditions for: any economic loss (including without limitation loss of revenues, profits, contracts, business or anticipated savings); any loss of goodwill or reputation and any special or indirect losses suffered or incurred arising out of or in connection with the provisions of any matter under these terms and conditions.
Nothing in these terms and conditions will limit our liability for death or personal injury resulting from our negligence or that of our servants, agents and employees.
Events Beyond Our Reasonable Control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
If any of these terms and conditions are found to be illegal, invalid or unenforceable, then that provision shall be deemed to be severed from the terms and conditions and shall not effect the validity or enforceability of the remaining provisions.
Updates & Amendments+
These terms and conditions may be updated or amended from time to time to comply with law or where our business or website requires such change without any notice to you. Updates and amendments will be posted to our website.
Governing Law & Jurisdiction+
These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the exclusive jurisdiction of the English courts in the event of any dispute arising from these terms and conditions. All contracts are concluded in English.