Our Commitment to You

At House Of Fraser Shop, we understand that finding the perfect fit is paramount, especially when shopping from our extensive Big & Tall collections. We’re dedicated to ensuring your shopping experience is seamless from delivery to returns, should you need them.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Delivery Times

  • Standard Shipping – £12.95
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
  • Free Shipping – Orders over £50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch
Please Note: Delivery times are estimates and may vary depending on your location and customs processing. International customers may be subject to customs duties and taxes, which are the responsibility of the recipient.

Returns & Exchanges

Returns Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you ample time to ensure your items meet your expectations.

Return & Exchange Process

  1. Initiate Your Return

    Email our customer service team at [email protected] with the following information:

    • Subject: Return/Exchange Request – Order #[Your Order Number]
    • Order Number and Date
    • Items to return/exchange (Product Name and Size)
    • Reason for return/exchange
    • Preferred resolution (Refund or Exchange details)
    • Your Full Name and Email Address
  2. Wait for Authorization

    Our customer service team will respond within 24-48 hours with return authorization and shipping instructions.

  3. Prepare Your Return

    Ensure all items are:

    • In original condition with tags attached
    • Unworn and unwashed
    • In original packaging with all labels and tags
  4. Ship Your Return

    Package your items securely and ship to our returns address. We recommend using a tracked shipping service.

    Returns Address:
    22 Walton St, Oxford, GB OX5I 7OW

Refund Processing

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: 5-10 business days for the refund to appear in your account

Exchange Process

  • Exchanges are processed once we receive the returned item
  • Price differences will be charged or refunded as applicable
  • Exchanges are subject to product availability

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
Important: All returned items are thoroughly inspected. We reserve the right to refuse returns that don’t meet our conditions. Original shipping fees are non-refundable unless the return is due to our error.

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 shipping, 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.