Our Commitment to Your Satisfaction
At House Of Fraser Shop, we understand that finding the perfect fit is essential, especially when shopping for our premium Big & Tall collections. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your items, our straightforward returns and exchanges process ensures a seamless experience.
Returns & Exchanges Timeframe
We accept returns and exchanges within 15 days from the date you receive your order. This gives you ample time to try on your items and ensure they meet your expectations.
Return & Exchange Process
1 Initiate Your Return
To begin the returns or exchange process, please email our customer service team at [email protected] with the following information:
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear House Of Fraser Shop Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Items to Return/Exchange:
- Item 1: [Product Name, Size]
- Item 2: [Product Name, Size] (if applicable)
Reason for Return/Exchange: [Please specify – Size issue, Style preference, etc.]
Preferred Resolution: [Refund / Exchange for (specify preferred item and size)]
Full Name: [Your Full Name]
Email Address: [Your Email Address]
Thank you for your assistance.
Sincerely,
[Your Name]
2 Wait for Authorization
Our customer service team will respond within 24-48 hours with your return authorization and shipping instructions.
3 Prepare Your Return
Please ensure all items are:
- In original condition with tags attached
- Unworn and unwashed
- In original packaging
- Including all original labels and tags
4 Ship Your Return
Package your items securely and ship to our returns address. We recommend using a tracked shipping service for your protection.
Refund Processing
Once we receive and inspect your returned items:
- Processing Time: 3-5 business days after we receive your return
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Timeline: Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account
Original shipping fees are non-refundable, unless the return is due to our error or defective merchandise.
Exchange Process
For exchanges:
- We’ll process your exchange once we receive the returned item
- If the exchanged item is of higher value, you’ll be charged the difference
- If the exchanged item is of lower value, we’ll refund the difference
- Exchanges are subject to product availability
Important Notes
Non-Returnable Items: For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Accessories that come in direct contact with skin
- Footwear (Boots, Shoes, Sandals, Slippers) that show signs of wear
- Items without original tags or labels
- Personalized or altered items
- Items that have been worn, washed, or damaged
All returned items are thoroughly inspected upon receipt. We reserve the right to refuse returns that don’t meet our return conditions.
Return Shipping Costs
Customers are responsible for return shipping costs, unless the return is due to:
- Incorrect item received
- Defective merchandise
- Our error in processing your order
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours during business days
Business Address: 22 Walton St, Oxford, GB OX5I 7OW
International Returns
As part of our Global Access initiative, we accept returns from all served regions (excluding Asian regions and remote locations). International customers are responsible for any customs duties or taxes associated with returns.
Last Updated: [Current Date] – We reserve the right to update this policy as needed to better serve our customers.