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House of Fraser's eBay: Frequently Asked Questions

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.

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


ORDERING

What email communications will I receive after placing my order?

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.

Please Note: The eBay app does not support the consolidation of delivery charges. This means that a delivery charge will be applied for each item order.

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?

Since orders are dispatched promptly, we are unable to cancel orders after you have received your order confirmation email.

If your order has already been sent out, you may still cancel your order under the Consumer Contracts Regulations, and to do so, simply return your order within 14 calendar days marking the returns code on your dispatch note as “c”, Cancelled.

Provided you have notified us on the dispatch note that you wish to cancel your order under the Consumer Contracts Regulations, and the return also meets the terms of our returns and refund policy, you will be entitled to a full refund including delivery charges if applicable.

We are unable to provide a refund of the delivery charges where only part of your order is being cancelled.

You may cancel your contract in respect of the following items provided that it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items) and for hygiene or safety reasons have not been worn, opened, assembled or used and any seals on the product remain unbroken: cosmetics, duvets, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear. Where an item has a returns swing ticket attached, it must be attached and undamaged upon return.

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

If you wish to return your order outside of the cancellation time period specified above, please refer to our refund policy.

Where you have failed to take reasonable care of the goods, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss.

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.

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 (Excluding Furniture)

How much does delivery cost?

Our standard delivery charge is £3 per order. Express UK delivery £5 per order. 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 UK delivery is currently FREE on all orders delivered within the mainland UK when you spend £50 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 United Kingdom as well as internationally to these countries:
Australia, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United States

Delivery rates and delivery times vary by country. You can check the delivery rates and times for your country under the postage & packaging tab on any product page.

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 Standard UK delivery is 3-5 working days after your payment has been received.

The estimated delivery time for Express UK delivery is 2 working days after your payment has been received, although if you order before 2pm on a working day, you may receive your order as early as the next working day.

Standard UK deliveries are made Monday to Saturday 8am to 6pm excluding public holidays.

Express delivery are made Monday to Friday 8am to 6pm, excluding public holidays.

Please note:

  • Deliveries to UK highland and Islands may take longer than stated.
  • Working days are defined as Monday to Friday excluding public holidays
  • 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?

Yes, when your order is dispatched an email is sent to you, which will contain the tracking information.

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 return the item to us and your PayPal account will be refunded in full, including return postage cost, 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 (Excluding Furniture)

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.

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).

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

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.

Please Note: We do not offer free returns, please make sure you have paid the correct postage before returning the items to us. We advise you to use recorded delivery, or a delivery service that can be tracked and traced when returning items. Parcels that do not arrive back to us cannot be refunded regardless of the reason for return.

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 brought 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 be refunded the discounted price paid.

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 and 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 0344 2646427 Monday to Friday 9am-5.30pm.

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

FURNITURE DELIVERY

How much does furniture delivery cost?

Delivery is £30 for each order to one delivery address within the UK. Delivery is only available to the UK. This does not include delivery to the Channel Islands, Isle of Man, the Scilly Isles, the Scottish Highlands, the Scottish Islands and Ireland.

What are the delivery options and conditions?

We deliver furniture and large mirrors from Monday to Friday, between 7am and 4pm and an offer of delivery will be made within seven days of you placing your order. The initial offer of delivery will be for a specific day, dependent on the delivery address. If the delivery date is unsuitable, then you can agree an alternative day with our delivery company. If you require your delivery to be made on a specific day or time slot or on a Saturday, please contact our Customer Services or speak to the agent when the offer of delivery is made to see whether this option is available. An additional charge may apply.

The delivery company will contact you via text or call day before the delivery with a two hour delivery window.

All products are delivered to the room of your choice and will be assembled by us (if appliable) unless you choose otherwise. You are required to ensure that the product will fit your property and can be easily transported. Our delivery company will need to have enough space for access to bring in the furniture or large mirror through your front door. We include product weights and dimensions on our website and if you are unsure about anything, you must call us before placing your order. Please read our home delivery checklist to ensure that we can successfully deliver to your home. If the furniture or large mirror does not fit, and therefore cannot be delivered, it will be classed as a failed order and unfortunately a charge of £45 will be levied. You can either cancel your order or ask for a re-delivery at this point in time.

Upon delivery the crew will ask you to inspect the packaging for any sign of damage. Please take time to ensure that everything is in order. Once the product has been assembled (if applicable), you will be asked to inspect the item for any sign of damage and then sign a customer satisfaction note. Please take the time to fill in as much detail as possible. All wrapping will be removed after your final inspection. Should you prefer to not have the goods unpacked and assembled (if applicable), the delivery team will still unwrap the goods for inspection and then re-cover the product using the original packaging.

If you are unable to accommodate the delivery, you must inform us at least 48 hours in advance of the delivery date to arrange another date at no extra charge. If you cannot accommodate delivery of your furniture or large mirror within 14 working days of the notified date of delivery, our delivery company will store the goods. However, this will incur a storage charge payable directly to the delivery company. They will advise you of the charge which will vary dependent on the number of days and type and size of the furniture being stored.Storage costs approximately £20 per week.

If there is no-one available to accept the delivery on the day agreed with the delivery company, a £45 charge will be payable directly to the delivery company in order that a redelivery may be attempted and they will contact you to arrange an alternative date.

Our furniture and large mirrors are manufactured to the highest standards and you should look after your furniture or large mirror according to the care instructions. In the unlikely event that you have any issues with your furniture or large mirror after delivery, please contact our Customer Services.

FURNITURE RETURNS & REFUNDS

Our refund policy does not apply to furniture orders made on our website and you may only return furniture if you wish to cancel your contract with us, please see Cancellations for further details. This does not affect your statutory rights in respect of faulty or damaged furniture.A collection charge of £100 will be made if you wish to return the furniture unless it is faulty, damaged upon delivery or incorrect.

Please note that your contract for mattresses cannot be cancelled if, for hygiene or safety reasons, they have been opened and/or used. We reserve the right to apply a usage fee to all furniture which has been in use for over 1 year prior to the report of any fault.

In the event of a dispute that we are unable to resolve, we recommend that you contact the Furniture Ombudsman as they offer an independent dispute resolution service. The Furniture Ombudsman is a an independent organisation that has been create to promote and protect good working practices within the furniture industries of the UK, and House of Fraser is a founder member.

PRODUCT SPECIFICATIONS

Leather products are made from quality natural leather and therefore each product will have its own unique characteristics. Anilines, in particular, will bear traces of the animal’s life such as scars, growth lines and will vary in share and colour across the hide. These are not faults and simply add to the individuality of the furniture. There are many different types of leather.

All wooden furniture, whether solid or veneered can naturally vary in grain and colour. Solid wood, in particular, will bear the hallmarks of tree growth and may display knots, unevenness across the timbers on distressed finishes and minor surface irregularities. These are natural inherent characteristics and should not be a cause for concern.

All quality beds need time to settle in and the mattress may require turning periodically. Some settlement can be expected and this is normal and no reason for concern. Pocket sprung mattress can appear slightly shorter in size when new, however, after a few weeks of use they will spread to their full size.

Please ensure that you choose the correct type of upholstery fabric and/or filling for your lifestyle and check that the performance rating matches its intended use and location. Many upholstery fillings require daily maintenance in order to keep your furniture looking at its best. Please check if this applies to your intended purchase before ordering.

Proper care and maintenance will prolong the life of your furniture.

If you have any enquiries about any of the above details, please contact our Customer Services before placing your order.

WEBSITE ERRORS

We endeavour to present the most recent, most accurate, and most reliable information at all times.

However, there may be occasions when some of the information featured may contain incomplete data, typographical errors, or inaccuracies. Any errors are wholly unintentional and we apologise if erroneous information is reflected in merchandise price or item availability. We try to ensure that all pricing on the website is accurate, but occasionally an error may occur and goods may be incorrectly priced.

If we discover that a pricing error has been made, we reserve the right to suspend your order and contact you to ask whether you wish continue with the order at the correct price. We will not be obliged to supply goods at the incorrect price. We present our content 'as is' and make no claims to its accuracy, either expressed or implied.

We reserve the right to amend errors or to update product information at any time without prior notice.