At House of Fraser eBay, we're committed to making your shopping experience easy, quick and convenient. That's why we have put together the answers to the most frequently asked questions our customers have, so that you can shop with confidence.

ORDERING

Once you have completed your order you will receive the following communications:

• Order Confirmation email - to confirm that your order has been received.
• Payment Received - to confirm that your payment has been processed by PayPal.
• Despatched email - to confirm that your order has been despatched.
• Feedback email - to remind you to feedback your comments.

Important note: Some email accounts will send any emails that are sent from addresses that are not recognised straight into your junk mail, so make sure you add houseoffraserebay@docdata.co.uk to your contacts list so that we can get in touch with you.

How many items can I place in one order?

Multiple items can be placed on one order, with one delivery charge.

Do you have the item in a different size/colour?

No, we offer a limited range of products on eBay. However, we do add items regularly, so you might find the item you are looking for appear on eBay.

Can I make a bid for an item?

No, all items are 'Buy it Now' priced.

Can I change my order?

No, once you have submitted your order we are unable to amend it.

Can I change my delivery address?

No, you can only change your delivery address at the time you are placing your order. Once you have submitted your order we are unable to amend the address.

Can I cancel my order?

No you can't cancel your order. Once you have received your item, you will have to return the unwanted item(s) in accordance with our returns policy. Please see 'returns and refunds' section.

PAYMENT

How do I pay?

We only accept payment via PayPal, which is the quickest, easiest and most secure way to pay. We are sorry but we are unable to accept the House of Fraser MasterCard, House of Fraser Account Card, Recognition FraserCard, MasterCard, Visa, Maestro, AMEX, Diners Card or Solo. If you are unsure how to use PayPal or are having problems with your account, please contact PayPal's Customer Support Line on 0870 123 456

When will I be charged?

Payment is charged to your PayPal account immediately.

How long do I have to pay?

Please pay for your orders within 4 days. We will keep orders open for a total of 9 days but, if you haven't completed payment within 4, we will open an Unpaid Item Dispute (UPI). You will then have a further 5 days to pay, at the end of which, we will cancel the sale and restock the item.

Will I receive confirmation of my order?

Yes, you will receive an email confirming your purchase, which will provide full details of your order. You will also receive a confirmation that we have received your payment from PayPal.

DELIVERY

How much does delivery cost?

Our standard delivery charge is £2.99 per order for Standard delivery (Royal Mail 2nd Class) or £4.99 for Express courier delivery with DPD. Multiple items can be placed on one order, with one delivery charge as long as your order is being delivered to the same address.

Standard delivery is currently FREE on all orders delivered within the mainland UK when you spend £50 or more. Express courier delivery is FREE when you spend £60 or more. To receive FREE delivery, the total specified amount to trigger free delivery must be payable after any promotional discounts have been applied to your order. Exclusions apply.

Where do you deliver?

We deliver to any address in the UK mainland, as well as internationally to these countries:
Ireland, Belgium, Luxembourg, Netherlands, Germany, France, Denmark, Austria, Czech Republic, Spain, Finland, Greece, Italy, Poland, Portugal, Sweden, Norway, Switzerland. Bulgaria, Estonia, Hungary, Lithuana, Latvia, Romania, Slovenia, Slovakia, Russia, USA.

Delivery rates and delivery times vary by country.

Are there any UK addresses where delivery might take longer?

Yes, there are certain locations including, the Highlands, the Channel Islands and remote areas where it may take longer to deliver your order.

Do you deliver to BFPO addresses (British Forces Postal Office)?

Yes, we offer a delivery service to all BFPO addresses, by Royal Mail only. If you experience any issues with ordering, please contact customer services.

For weight limitations and mail prohibitions please visit the BFPO website.

How long will my order take to be delivered?

The estimated delivery time for UK orders is 5-10 working days for Standard delivery (Royal Mail 2nd class) after your payment is received. Estimated UK delivery with our Express Courier DPD is 2-5 working days, although if you order by 1pm on a working day, you can receive the order as early as the next working day. Deliveries are made Monday to Friday 8am to 6pm excluding public holidays. Neither of our couriers deliver on weekends.

Please note: Whilst we make every effort to deliver goods in the time specified, we cannot guarantee delivery in that time period or accept liability for deliveries made outside of this time-scale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

Can I track my order?

For DPD express courier deliveries only, you can track your order. Visit DPD to track your order.

Do you deliver to PO Box Addresses?"

Yes, we offer a delivery service to all PO Box addresses, by Royal Mail only. If you experience any issues with ordering, please contact customer services.

What will happen if I am out when you deliver?

If you are not available to accept delivery, the courier will leave a card to advise that delivery has been attempted. To re-arrange delivery, please follow the instructions on the card.

The product I ordered has arrived faulty / damaged, what should I do?

We apologise for the inconvenience if we have delivered a faulty or damaged item. If the product you have ordered has arrived faulty or damaged, please contact us for information on using our freepost Royal Mail service, and your PayPal account will be refunded in full upon arrival back to us.

I have been delivered the wrong product, what should I do?

We apologise for the inconvenience if we have delivered an incorrect item. If you have received the wrong item, please contact us for information on using our freepost Royal Mail service, and your PayPal account will be refunded in full upon arrival back to us.

Severe Weather

Should there be any severe weather conditions, each day will be assessed as it comes and you will be emailed advising of what actions have been put in place and when you should expect to receive your order. Please be assured that in these circumstances, House of Fraser will do everything possible to fulfil your order within the limitations that the weather brings.

RETURNS & REFUNDS

What is your refund policy?

We want you to be happy with your purchase. However, if it is not suitable for any reason, we are happy to refund your purchase providing it is:

•    Returned within 14 days of receiving your order
•    It is in original undamaged packaging with all tags intact
•    The product is in the same condition as how you received it
•    Is NOT on our non-returnable product list (see Non-Returnable Product section)

You have a statutory duty to take reasonable care of our goods whilst they are in your possession and during transit. We cannot accept liability for goods that get lost or damaged when they are returned, and request that you ask the Post Office to stamp the Proof of Posting label when returning products by post.

If the item you receive is faulty, damaged or the wrong item has been sent, please contact us for returns instructions and we shall refund you in full.

You CANNOT return a House of Fraser eBay Store purchase to any House of Fraser store, including our ecommerce site, houseoffraser.co.uk.

With the exception of faulty or damaged goods, if you return your purchase after 14 days of receiving your order, we reserve the right to not offer you a refund. We will instead return your original purchase to you and prior to sending it out, you will be charged the delivery fee that is applicable to the postage for the item(s).

For all orders made on or before 24th December, you will be eligible to return your purchase according to the extended Christmas deadline of 8th January.

How do I return an item?

To make a return, please follow the instructions and use the returns form and label provided in your order. We advise you to use recorded delivery, or a delivery service that can be tracked and traced. Parcels that do not arrive back to us cannot be refunded.

All returns must be posted to this address:

House of Fraser eBay Returns
PO Box 514
Witney
OX28 9JU

Non-Returnable Products

Note that some items bought from the House of Fraser eBay store cannot be returned if the packaging has been opened. This includes:

Lingerie e.g. Womens pants, bras
Hosiery
Swimwear
Mens Underwear
Duvets, Pillows, Mattresses, Mattress Protectors
Personal Grooming products
Body/beauty products & cosmetics

For health and Safety/hygiene reasons we are unable to give refunds or exchanges on the following products:
on pierced earrings
Hampers, food and Beverages

Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.

When will I receive my refund?

We aim to process refunds to your Paypal account within 1-2 working days of the goods being received back into the warehouse. Please allow up to 14 days to receive your refund.

What happens if the item I have ordered is out of stock?

At the time of the listings all items are in stock and available. Unfortunately in rare instances, we may not be able to fulfil an order. This may occur at busy periods when a lot of people are purchasing the same items. In these instances we will contact you as soon as possible to make you aware of the issue. We will aim to offer you an appropriate alternative, however if this is not suitable we will then offer you a full refund with our sincerest apologies.

Where multiple items have been ordered, we will still fulfil the rest of your order.

Can I return my order to my local House of Fraser store?

No, orders purchased at the House of Fraser eBay site cannot be returned to any House of Fraser store.

CONTACT INFORMATION

If you have a question about House of Fraser eBay, or a query about an order, you may find an answer to your questions within our FAQs. However, if you still need to contact us, please email houseoffraserebay@docdata.co.uk or call Customer Services on 0844 264 6427.

Please note: House of Fraser online and in store customer services are unable to help with eBay purchase enquiries.