House of FraserFAQ client

We're really sorry to hear about the mix-up with your shoe order. Mistakes like these can sometimes occur. The best course of action is to return the shoes size 11, given that they are not your size, even if the box indicates size 10. Please ensure to follow our standard returns policy. You may then place a new order for the correct size. We apologize for any inconvenience this may have caused.

Your satisfaction is important to us. However, House of Fraser's returns policy stipulates that items should be returned within 28 days of receipt for a refund. If an item is beyond this limit, I'm afraid it may not be accepted for a return. We always recommend returning items as soon as possible and keeping a proof of return to ensure smooth processing. Please note that items should be in a resalable condition with all tags attached. If you believe your item is faulty and it's outside of the return period, please get in touch directly using the contact information provided on this page.

At House of Fraser, we aim to send your items as quickly as possible, which also means that we start preparing your order immediately after it's placed. Due to this, we're unable to guarantee order cancellations. However, once you receive your order, you can return it free of charge within 28 days from the date of receipt, provided it is in its original, unused condition. Please use the return label included in your package. It's also important to check your order confirmation email which will detail how to send the item back.

We're sorry to hear that your parcel is marked as delivered but you've not received it. Please check around your property, with your neighbours, or with any other residents in your household. If you still can't locate your parcel, please wait 48 hours as sometimes couriers mark parcels as delivered in advance. If after this time you still haven't received your order, contact us directly so we can assist you further and possibly launch an investigation with the courier. We apologize for any inconvenience caused and thank you for your understanding.

While House of Fraser strives to offer an easy return process, there might be restrictions on collections due to the size, weight or category of the item. Alternatively, there could be logistical issues such as inaccessible locations. If you're having trouble scheduling a courier pickup for your return, we recommend trying to drop off the parcel at a return location instead, if feasible. As another option, you could arrange the return through a different courier service. Remember to keep your proof of postage receipt until your refund has been processed.