If you wish to return a product you have purchased from our website, please first read all of the sections of our Returns and Refunds customer service pages to ensure your products can be returned and for any specific information pertaining to your purchase.
Returns by Post or Courier
Please make sure we receive your returned items, within 28 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 35 days, you will be refunded with a House of Fraser eVoucher to the value of the returned items.
Returning Outside the Returns Period
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.
Proof of Purchase
No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.
Taking Care of Our Goods
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 an item has a returns swing ticket attached, it must still be attached and undamaged upon 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 amount due by way of compensation, to either repair the goods or to cover any loss.
Products that Cannot be Returned
The following 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, incorrect or damaged goods.
Products with Alternative Returns & Refunds
Some of our products have alternative refund policies and returns procedures. The products affected are:
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:
Hats (hats must have the returns policy swing ticket still attached}
Personal grooming products
NB: Where an item has a returns swing ticket attached, it must still be attached and undamaged upon return.
Refunds for Items Bought Using Paypal
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 (excluding Dublin, Dundrum). 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
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
Provided you have notified us in writing that you wish to cancel your order as outlined in our terms and conditions, and the return also meets the terms of our Online Returns & Refund Policy, you may 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
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.
Returning items using Collect+
The maximum size for Collect+ returns packages is 60x50x50, the maximum weight is 10kg.
Your Statutory Rights
Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.