Can I return an item?

We do our best to ensure all of our customers enjoy a happy shopping experience with House of Fraser. However, if you do need to return an item for whatever reason, you’ll find instructions on how to do so here.

In-store purchases

If you originally purchased your product in-store, you can return your purchase at any House of Fraser store. You have 14 days to return your item(s) for a full refund or up to 28 days for an exchange or credit note. If your items were purchased online, you are only able to get an exchange or a credit not if you take back to a store.

Online purchases

You can return your items purchased online within 28 days of receipt of your order for a full refund to the original payment method used, however you will be responsible for the postage and any associated cost and risk of the return of the goods to us. You must ensure the products with the filled in pre-printed returns label are received by our online returns centre within 28 days of receipt of your order, otherwise your refund may be refused. You can also alternatively request an exchange or replacement, but if for any reason we are out of stock of an item, you will be given a refund.

Return your order via post to:

Customer Returns
Unit D
Brook Park East
NG20 8RY

We recommend that you return the items via a recorded delivery service and retain proof of postage. We will send you an email when your refund has been processed - please allow up to 14 days for any refunds to appear in your account.

Return your order via store

You can also return your online purchase in any UK House of Fraser store for an exchange or a refund onto a credit note. Items must be returned within 28 days of receipt of your order and include a copy of the returns advise included in your parcel.

Bring the items you wish to return and your returns form into any House of Fraser store, and we will be able to offer you an exchange or credit note.


Any items that you wish to return need to be in the original packaging where it forms part of the goods. For example; boxed goods, garments and gift items. If an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.

Return postage is at your own cost and risk.

You can return any item ordered online in accordance with the terms in this section apart from:

  • personalised or bespoke items
  • any items which deteriorate or expire rapidly
  • magazines
  • any items that are sealed for health protection or hygiene reasons if you have unsealed them or removed the hygiene strip. This includes, but isn’t limited to: cosmetics, duvets, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear
  • any computer games where the seal on the wrapping has been broken
  • any items that have been inseparably mixed after delivery.

You cannot cancel your contract in respect to pierced earrings, made-to-measure/order goods (e.g. furniture) or perishable goods (e.g. foods) unless they are faulty, damaged upon delivery or incorrect.

You have a legal obligation to take reasonably care of the goods while they are in your possession. Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.

Complimentary returns advise forms can be printed here, it must be completed in full to be accepted

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