Terms & Conditions

Contents

1. About Us
2. Terms and conditions of our website
3. Terms and conditions of sale
4. Supplemental terms and conditions of sale for furniture
5. Supplemental terms and conditions of sale for fitness
6. Terms and conditions for gift vouchers, gift cards and evouchers
7. Terms and conditions for customer ratings and reviews and customer questions and answers

About Us

Welcome to the House of Fraser website. This website is owned by House of Fraser (Stores) Limited, a company registered in Scotland with company number SC010677 whose registered office is at Granite House, 31 Stockwell Street, Glasgow G1 4RZ. Our VAT number is 259976879. We use the terms “we”, “our” and “us” throughout our terms and conditions and our customer service pages to refer to House of Fraser (Stores) Limited.

Terms and conditions of our website

We sell our products to you subject to the terms and conditions listed here. Please read them carefully before using the website. By using our website, you signify your agreement to be bound by these terms and conditions. If you do not agree with these terms and conditions, you should not use our website.

Some of our products and services are supplied by our third party suppliers and when you purchase products or services from those suppliers, their terms and conditions will apply. The products and services affected are:

1. Large Kitchen Appliances (in association with DRL) is operated by DRL Limited and, as such, customers who purchase these products will be bound by their terms and conditions.
2. Bespoke Shirts (in association with Bivolino) is operated by Douelo (a company registered in Belgium) and, as such, customers who purchase these products will be bound by their terms and conditions.
3. Made to Measure Curtains, Accessories & Fabrics (in association with Montgomery) is operated by Montgomery Tomlinson Limited and, as such, customers who purchase these products will be bound by their terms and conditions (included with your order).
4. Red Letter Day Experiences are provided by Red Letter Days Ltd and, as such, customers who purchase these experiences will be bound by their terms and conditions. Privacy Policy can be found here . Our privacy policy supplements these terms and conditions and by using our website, you will be deemed to have read and accepted our privacy policy.

Privacy Policy

 

Access to website content / copyright

We have links to other websites that are owned and operated by affiliate companies. Unless otherwise noted, the design and content featured on our website are all intellectual property that is owned, controlled or licensed by us. The website is intended solely for your personal non-commercial use. Any use of our website and its content for purposes other than personal non-commercial use is prohibited without our prior written permission. Any person is authorised to view, copy, print and distribute content on our website subject to the following conditions: the page is used only for information and non-commercial purposes; and that any copies of, or extracts from, the website must include this copyright notice.

You may not systematically extract and/or utilise parts of the content of our website and in particular, you may not utilise any data mining, robots or similar data gathering and extraction tools to extract (either once or many times) for re-utilisation of any parts of this website without our prior written permission. You may not create and/or publish your own database that features content on this website (e.g. our prices and product listings) without our prior written permission.

You are granted a limited and non-exclusive right to create a hyperlink to the homepage of houseoffraser.co.uk as long as the link does not portray us, our affiliates or our/their products or services in a false, misleading, derogatory or otherwise offensive matter. You may not use any of our logos or other proprietary graphic or trademark as part of the hyperlink without our prior written permission.

Please be aware that each of the various trademarks, product names, company names and corporate identities represented on our website are the property of the individual companies, used by us with their permission, and are not to be reproduced or used without the express permission of its owner.

Your account

If you use the website, it is your responsibility to ensure the confidentiality of your account and password and that no unauthorised persons have access to them. You agree to accept responsibility for all activities that occur under your account or password. You should let us know immediately if you believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. We shall not be liable to any person for any loss or damage which may arise as a result of your failure to keep your password and account protected.

Please ensure that your personal details are up-to-date and inform us immediately of any changes to the information that you provided when registering.

We reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, you will not be charged.

Website errors

We endeavour to present the most recent, most accurate, and most reliable information on our website 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.

Website access

Given the unpredictability of technology and the online environment, we do not warrant that the function or operation of our website will be uninterrupted or error-free, that defects will be corrected or that this site or the server that makes it available will be free of viruses or other harmful elements. Also, your access to the website may be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. As a visitor to, and user of this website, you must assume full responsibility for any costs associated with the servicing of equipment employed in connection with your use of our site. In effect, you agree that your access is undertaken at your own risk and it is your responsibility to ensure that you have the right equipment and software to safely access our website. We shall not be liable for damages or losses of any kind that you may incur from your use of or inability to access this site.

Website Changes

Our goal is to keep this website fresh and exciting. We create timely editorial to replace content that becomes out-dated or out-of-season and move and expand portions of the site. We cannot guarantee that something you may have seen on a previous visit will still feature on our website when you visit again. We reserve the right to make changes to the website without prior notice.

Product display

We have made every effort to display the products featured as accurately as possible. However, the colours we use, as well as the display and colour capabilities of the equipment you use to view our site, may greatly affect the colours you actually see on the screen. We cannot be held responsible for any limitations of the equipment you use to view our site and cannot guarantee that your equipment’s display of any colour, texture, or detail of merchandise will be accurate/the same as the actual product.

Product availability

Many (but not all) of our featured items are also available in our stores in limited quantities and because of their limited availability, stock may not be replenished. Please note that not all stock will be available in all of our stores and we recommend that you telephone the relevant store to check availability of the product before making a visit.

Third party links

To provide a greater range of goods we may provide links to other websites or resources for you to access if you so wish. You acknowledge and agree that, as you have chosen to click on the link, we are not liable in respect of your use of these websites and resources.

VAT

All prices shown include the applicable VAT rate. If your order has been delivered outside the EEC, please note that VAT has not been charged.

Terms and conditions of sale

Some of our products and services have supplementary terms and conditions and these should be read in conjunction with the terms and conditions of sale below. These supplementary terms and conditions are:

1. Supplemental terms and conditions of sale for furniture
2. Terms and conditions for gift vouchers, gift cards and evouchers

Acceptance of your order

Your order on our website constitutes an offer to us to purchase the goods and or services in your basket for personal usage or consumption and we will do our utmost to fulfil this order to the service levels you expect. So as to meet our service commitment to you, we will store your order and necessary personal details, obtain authorisation from your bank for the payment and make certain security checks on your identity and address (in line with our Privacy Policy).

We will not accept your order until such time that you are emailed to say that the products you have ordered have been dispatched or, in respect of any services, begun. Once you receive such an email, we will be contracted to you and your contract will be concluded upon delivery of the products or completion of the services. Any products or services on the same order that we have not yet confirmed via email will not form part of that contract and will form part of a separate contract when the remaining products or services have been dispatched or begun. Placing an order does not constitute a contract with us until we confirm the products as despatched or services begun.

We reserve the right not to accept your order for any reason whatsoever including, but not limited to, payment problems, product availability and product price or description error.

Age restricted products

Some of our products are restricted to persons over a certain age as laid down by law. We are not permitted to supply such products to persons who do not meet the minimum age required as stated below. If you are underage you must not attempt to purchase these products through our website. By placing an order for any of the products detailed below you are confirming that you (or the intended recipient) are the minimum age required by law:

1. Alcohol – any products containing alcohol may only be sold to persons over 18.
2. Knives - may only be sold to persons over 18. (Please note, knives are currently not available on line)
3. DVDs / PC software & videogames – may only be purchased by persons at or over the age certification as displayed on the product.

We operate a Think 21 policy in our English, Welsh and Irish stores and a Think 25 policy in our Scottish stores and if you are lucky enough to look under this age please do not be offended if a member of staff asks you for proof of ID to establish that you are over 18.

1. Christmas crackers, party poppers and table torpedoes – may only be sold to persons over 16.
2. All other types of fireworks – may only be sold to persons over 18.
3. Liquor chocolates – may only be sold to persons over 16.

Quantity restricted products

Some of our products are restricted to a maximum number of units that you may order. If you select more than the maximum number allowed, we will have to cancel part of your order. In the event that this happens, one of our customer service team will contact you and you will receive a full refund for those items which we are unable to send you.

Promotional codes

We cannot retrospectively apply a promotional code to your order. If you place an order without correctly applying the promotional code, we will be unable to reimburse you the discount once the order has been placed. If you are having any difficulties in applying a promotional code or believe the code to be faulty, please contact our customer services team on 0845 602 1073.

Payment Problems

If, for any reason, there is a problem with collecting payment from your credit / debit card or other chosen payment method after we have confirmed receipt of your order, we will not be obliged to despatch your order. Additionally, on some occasions, we may be unable to process an order. This may be due to: the item being out of stock or no longer available, your payment being declined, our identification of a pricing error or product description error or an unspecified technical error. If you are sure you are using a valid form of payment, please try again or use a different payment method.

Security Checks

As part of our policy to protect against the fraudulent use of credit / debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also procure the services of various credit rating and fraud prevention companies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of your payment cards (in line with our Privacy Policy).

Delivery

We have a wide range of delivery options and timescales, and charges will vary dependent on the type of product or service ordered. Full details can be found in our customer service pages under Delivery. Some items may be subject to different charges or timescales.

Risk in the products (e.g. damage or loss to the products) will remain with us until we deliver the goods to the address specified in your order or collected in store when the risk will pass to you immediately.

Delivery charges will only be refundable if you cancel your contract from the time it is placed and within seven working days after the day of receipt of your goods. Please see Cancellation for more information and exceptions.

International Delivery

Deliveries outside the UK are subject to customs, legal, regulatory and certain practical restrictions. To comply with local legislation, you or the recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply to all products purchased from us. Please ensure that you enter the correct international delivery address and postcode. If the address is entered incorrectly or if customs duties or formal customs entry are required, the delivery may be delayed. We are unable to offer you any assistance if either issue arises.

Please note that many countries have import restrictions on certain products or materials. You are responsible for checking with the local customs authorities before placing an order for international delivery. We are unable to offer you any assistance in this regard. If the international delivery is outside the EU, it is advisable to keep your total basket value below the customs duty threshold of the destination country. Please check thresholds and duties for the international delivery address before placing an order. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Please also note that for international deliveries: any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages and the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labelling requirements.

Purchases will be completed in pounds Sterling. Your bank or credit card provider will determine and apply the then current exchange rate and may charge you administration costs. Please contact your bank or credit card provider before making a purchase to ensure you are aware of any such costs.

Cancellation

You may cancel your order immediately after placing it by calling our customer services team on 0845 602 1073. If your products have already been despatched, you can cancel your contract from the time it is placed and within seven working days after the day of receipt of your goods for a full refund (including any delivery charges if applicable) by following our Refund Policy.

We are unable to provide a refund of the delivery charges where only part of your order is being cancelled. Please note that a collection charge of £100 will be made if you wish to return furniture unless it is faulty, damaged upon delivery or incorrect.

You may cancel your contract in respect of the following goods provided that, for hygiene or safety reasons, they have not been worn, opened or used and any seals on the product remain unbroken: lingerie, hosiery, selected eveningwear, swimwear, men’s underwear, hats, duvets, pillows, mattresses, mattress protectors, personal grooming products, DVDs, PC software and videogames, perfumery and cosmetics. Hats must have the returns policy swing ticket still attached.

You cannot cancel your contract in respect of made to measure/order goods or perishable goods (e.g. fresh foods and flowers) unless they are faulty, damaged upon delivery or incorrect. The following items have restrictions on whether they can be cancelled:

1. Food and wine gift sets – food and wine combination gift sets are made to order and therefore cancellations or alterations will only be permitted within 24 hours of the order being placed. Outside of this period refunds or exchanges cannot be given unless the gift set is faulty, damaged or we have incorrectly supplied goods.
2. Gift cards and vouchers – you may submit a cancellation or alteration request within 24 hours of the order being placed unless we have already despatched your gift cards or gift vouchers.
3. Large kitchen appliances – find out more about cancellations
4. Bespoke shirts – find out more about cancellations
5. Made to measure curtains, accessories & fabrics – find out more about cancellations

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.

Refund Policy

We want you to be happy with every purchase you make. Accordingly, you may inspect the items you buy as if you were in one of our stores. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the items whilst you inspect them or try them on for size (this also includes the packaging where it forms part of the goods, for example, boxed garments and gift items). You must ensure that you return the original undamaged packaging along with the item/s you wish to return.

Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, 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.

If you wish to return a product you have purchased from our website, making note of any non-returnable products, you may do so:

1. within 14 days to any House of Fraser store (excluding House of Fraser Outlets) from the day you receive the goods and we will refund you in full via the original payment method used. If you return your purchase after this period but within 28 days you may exchange the item for other merchandise or a House of Fraser Gift Card to the value of the item; or
2. within 14 days by post or courier from the day you receive the goods and we will refund you in full via the original payment method used. Where Gift Cards, Vouchers or eVouchers have been used as tender for an order (whether in whole or in part), any item that is returned within that order will be refunded first in eVouchers to the same value that was originally spent in Gift Cards or Vouchers. Any remaining balance will then be refunded to the payment card (if used). If you return your purchase after this period but within 28 days we will issue you with a House of Fraser eVoucher to the value of the item. We are unable to exchange products by post and you must return the item to a store if you wish to do so (see above).
3. within 14 days by Collect+ from the day you receive the goods and we will refund you in full via the original payment method used. Where Gift Cards, Vouchers or eVouchers have been used as tender for an order (whether in whole or in part), any item that is returned within that order will be refunded first in eVouchers to the same value that was originally spent in Gift Cards or Vouchers. Any remaining balance will then be refunded to the payment card (if used). If you return your purchase after this period but within 28 days we will issue you with a House of Fraser eVoucher to the value of the item. We are unable to exchange products by Collect+ and you must return the item to store if you wish to do so (see above).

If you wish to return faulty or damaged goods that were purchased via Paypal for a full refund then you must return your goods by post or courier.

With the exception of faulty or damaged goods, if you return your purchase by post or courier after the 28 day period, we reserve the right to not offer you a refund in full. We will instead return your purchase to you and prior to sending it out, we will charge you the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.

Please note: the following items can only be returned within our refund policy providing 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 or used and any seals on the product remain unbroken: lingerie, hosiery, swimwear, men’s underwear, hats, duvets, pillows, mattresses, mattress protectors, personal grooming products, DVDs, PC software and videogames, perfumery and cosmetics. Hats must have the returns policy swing ticket still attached.

Where special conditions are attached to your purchase/order, this refund policy will not apply and the special conditions will take priority (e.g. furniture, carpets, technology and some products from some of our concession partners).

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.

No refund or exchange will be given without a receipt or other proof of purchase.

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.

Delivery charges will only be refundable if you cancel your contact with us within seven working days after the day of receipt of your purchases (see Cancellations for more details). Otherwise, delivery charges will only be refundable in the case of items that are faulty, damaged upon delivery or incorrect.

Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.

Please see our Returns section for full details of our refund policy.

Non-Returnable Products

House of Fraser Gift Cards and Gift Vouchers, pierced earrings, hampers, food, beverages and ‘free’ items cannot be returned within the terms of our refund policy. Other items may be added to this list from time to time.

This does not affect your statutory rights in respect of faulty or damaged goods.

Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.

Liability

To the fullest extent possible under applicable law, we disclaim any and all warranties of any kind whether express or implied, in relation to our website, goods and services. This does not affect your statutory rights in relation to faulty or damaged products or your contract cancellation rights.

We will not be liable, in contract, tort (including without limitation, negligence), pre-contract or other representations (except for fraudulent or negligent misrepresentations) or otherwise out of or in connection with these terms and conditions for: any economic loss (including without limitation loss of revenues, profits, contracts, business or anticipated savings); any loss of goodwill or reputation and any special or indirect losses suffered or incurred arising out of or in connection with the provisions of any matter under these terms and conditions.

Nothing in these terms and conditions will limit our liability for death or personal injury resulting from our negligence or that of our servants, agents and employees.

Waiver

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

Severence

If any of these terms and conditions are found to be illegal, invalid or unenforceable, then that provision shall be deemed to be severed from the terms and conditions and shall not effect the validity or enforceability of the remaining provisions.

Updates and amendments

These terms and conditions may be updated or amended from time to time to comply with law or where our business or website requires such change without any notice to you. Updates and amendments will be posted to our website.

Governing law and jurisdiction

These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the exclusive jurisdiction of the English courts in the event of any dispute arising from these terms and conditions. All contracts are concluded in English.

Supplemental terms and conditions of sale for furniture

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. The delivery company will contact you the day before delivery with a three hour delivery window. If the delivery date is unsuitable, then you can agree an alternative day with the delivery company.

If you cannot accommodate delivery of your furniture within 21 working days of the notified date of delivery, the 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.

If there is no-one available to accept the delivery on the day agreed with the delivery company, a £80 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. If the alternative date is not within 21 working days of the original date of delivery, the delivery company will store the goods. However, this will also incur a storage charge payable directly to the delivery company. They will advise you of the charge which will vary dependent on number of days and type and size of the furniture being stored.

If you are unable to accommodate the delivery, you must inform us at least 24 hours in advance of the delivery date to arrange another date at no extra charge. However, if the alternative date is not within 21 working days of the original date of delivery, the 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 number of days and type and size of the furniture being stored.

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.

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.

Supplemental terms and conditions of sale for large fitness equipment

You have the right to cancel your order within seven days of placing your order. Goods must be returned in good condition for a full refund. Cancellation must be in writing or buy e-mail.

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. The delivery company will contact you the day before delivery with a three hour delivery window. If the delivery date is unsuitable, then you can agree an alternative day with the delivery company.

If you cannot accommodate delivery of your goods within 21 working days of the notified date of delivery, the 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 goods being stored.

If you are unable to accommodate the delivery, you must inform us at least 24 hours in advance of the delivery date to arrange another date at no extra charge. However, if the alternative date is not within 21 working days of the original date of delivery, the 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 number of days and type and size of the goods being stored.

Our refund policy does not apply to orders made on our website and you may only return goods 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 goods.

Upon delivery the crew will ask you to inspect the packaging  for any sign of damage. Please take some time to ensure everything  is in order. Please report any damage to your equipment within 48 hours.

Fitness products may not be returned to stores.

Please ensure that products are returned within 14 days of receipt. Returns will not be accepted if the product has been assembled or installed. Please ensure that goods are in the original packaging.

If returning large equipment a collection charge of £20 will be deducted from the refund. If returning fitness accessories, the customer must send the goods back to the supplier - i.e. the Connection Fitness Warehouse - at their own expense.

All collections will be arranged by Connection Fitness. House of Fraser will issue a refund once the goods have been returned.

If the goods are faulty/damaged, then collection and refund may be free of charge, however in the first instance Connection Fitness would look to remedy this via an engineer visit, for larger equipment.

All Customer Services enquiries, whether presale or returns, need to go through the call centre.

Terms and conditions for gift vouchers, gift cards and eVouchers

As part of our policy to protect against the fraudulent use of credit cards, we conduct security checks on all our orders. Where vouchers have been used as part tender for an order and the credit / debit card used in conjunction fails fraud checking, the redeemed value against that voucher will not be reversed.

If you intend to enter a voucher code against an order but then fail to do so, we cannot do it retrospectively for you.

Gift Vouchers, Gift Cards and eVouchers have their own terms and conditions as follows:

Gift Vouchers

House of Fraser Sterling Gift Vouchers are redeemable against any merchandise in UK House of Fraser stores and online at www.houseoffraser.co.uk.

House of Fraser Euro Gift Vouchers are redeemable against any merchandise in House of Fraser, Dundrum, Ireland only.

Gift Vouchers cannot be used to purchase large kitchen appliances, Bivolino bespoke shirts or Montgomery made to measure curtains, accessories and fabrics online.

Gift Vouchers cannot be used to purchase Gift Cards, Gift Vouchers or financial services.

Multiple Gift Vouchers may be redeemed in the same transaction up to the value of the goods being purchased.

Gift Vouchers cannot be exchanged for cash or used as payment on Recognition Card accounts.

For purchases in store, where Gift Vouchers offered have a greater value than the goods being purchased, change above £4.99 / €4.99 will be returned as a House of Fraser Gift Card.

Gift Vouchers must be submitted upon redemption in store.

Gift Vouchers will expire on the date marked on the Gift Voucher. Gift Vouchers presented after their expiry date will be treated as void and are non-exchangeable and non-refundable.

Please treat Gift Vouchers as cash in terms of security. Gift vouchers cannot be replaced if lost, stolen or damaged.

Gift Vouchers are void if either the perforated tear-off area or scratch-off panel has been removed.

Gift Vouchers cannot be returned or refunded, except in accordance with your legal rights.

House of Fraser reserves the right to refuse to accept a Gift Voucher which it deems to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.

Old style House of Fraser Gift Vouchers which display the stag logo are no longer valid and must be replaced with the current design Gift Vouchers. Please visit your local store to arrange replacements.

Where Gift Vouchers have been used as tender for an online order (whether in whole or in part), any item that is returned within that order will be refunded first in eVouchers to the same value that was originally spent in Gift Vouchers. Any remaining balance will then be refunded to the payment card (if used).

House of Fraser reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action including cancellation of the voucher if, at its discretion, it deems such action necessary.

Gift Vouchers are issued by us.

Gift Cards

The Gift Card is not a cheque guarantee, credit or charge card.

Gift Cards can be activated with a minimum value of £5 or €5 and have a maximum value limit of £1000 or €1000. Gift Cards can be topped up in stores to the maximum value limit.

Gift Cards are only redeemable for merchandise in House of Fraser stores in the United Kingdom and Ireland and online at www.houseoffraser.co.uk

Gift Cards cannot be used to purchase large kitchen appliances, Bivolino bespoke shirts or Montgomery made to measure curtains, accessories and fabrics online.

Gift Cards cannot be used to purchase Gift Cards, Gift Vouchers or financial services.

Gift Cards cannot be used for telephone or mail order purchases.

Gift Cards cannot be exchanged for cash or used as payment on Recognition Card accounts.

No change will be given but the balance may be applied to future purchases.

Temporary Recognition Cards may not be used to activate or top-up a Gift Card.

The Gift Card will expire 24 months from date of last load, e.g. card activation, top-up or refund. At expiry, any remaining balance will be lost.

Gift Cards cannot be returned or refunded, except in accordance with your legal rights.

Please protect your Gift Card and treat it as cash. House of Fraser cannot be held liable for Gift Cards which, once activated, are subsequently lost, stolen or damaged.

If any product purchased with a Gift Card is exchanged or refunded, any money owing will be added to the balance on the Gift Card.

Customers must present the Gift Card in order to make purchases in store.

House of Fraser reserves the right to refuse to accept a Gift Card which it deems to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.

Where Gift Cards have been used as tender for an online order (whether in whole or in part), any item that is returned within that order will be refunded first in eVouchers to the same value that was originally spent in Gift Cards. Any remaining balance will then be refunded to the payment card (if used).

House of Fraser reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action including cancellation of the card if, at its discretion, it deems such action necessary (e.g. to change the scope of the Gift Card service, notify of the service’s withdrawal or in the event of circumstances beyond its control).

Gift Cards are issued by us.

eVouchers

House of Fraser eVouchers are redeemable against any merchandise online at www.houseoffraser.co.uk and cannot be redeemed in store.

eVouchers are issued by us when:

1. you have paid for goods using a Gift Voucher, Gift Card or an eVoucher in full or partial payment of an order; or
2. you have been issued it by our customer services team as recompense for an error we have made.

Where eVouchers have been used as tender for an online order (whether in whole or in part), any item that is returned within that order will be refunded first in eVouchers to the same value that was originally spent in eVouchers. Any remaining balance will then be refunded to the payment card (if used).

eVouchers cannot be used to purchase large kitchen appliances, Bivolino bespoke shirts or Montgomery made to measure curtains, accessories and fabrics online.

eVouchers cannot be used to purchase Gift Cards, Gift Vouchers or financial services.

Multiple eVouchers may be redeemed in the same transaction up to the value of the goods being purchased.

eVouchers cannot be exchanged for cash or used as payment on Recognition Card accounts.

Please treat eVouchers as cash in terms of security. eVouchers cannot be replaced if lost, stolen or damaged.

eVouchers cannot be returned or refunded, except in accordance with your legal rights.

House of Fraser reserves the right to refuse to accept an eVoucher which it deems to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.

House of Fraser reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action including cancellation of the voucher if, at its discretion, it deems such action necessary.

Terms and conditions for customer ratings and reviews and customer questions and answers

The terms and conditions below govern your conduct associated with our Customer Ratings and Review service and our Question and Answer Service (the "Customer Participation Services"). To the extent of any conflict between our Privacy Policy and the terms and conditions in this section, these terms and conditions shall control in respect to the Customer Participation Services.

By submitting any content to us, you represent and warrant that:

1. you are the sole author and owner of the intellectual property rights thereto;
2. all "moral rights" that you may have in such content have been voluntarily waived by you;
3. all content that you post is accurate;
4. you are at least 13 years old; and
5. use of the content you supply does not violate these terms and conditions and will not cause injury to any person or entity.

You further agree and warrant that you shall not submit any content:

1. that is known by you to be false, inaccurate or misleading;
2. that infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
3. that violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
4. that is, or may reasonably be considered to be, defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
5. for which you were compensated or granted any consideration by any third party;
6. that includes any information that references other websites, addresses, email addresses, contact information or phone numbers; and
7. that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold us (and our officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

For any content that you submit, you grant us a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at our sole discretion. We reserve the right to change, condense or delete any content on our website that we deem, in our sole discretion, to violate the content guidelines or any other provision of these terms and conditions. We do not guarantee that you will have any recourse through us to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, we reserve the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not us, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of us, our agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

By submitting your email address in connection with the Customer Participation Services you agree that we, and our third party service providers, may use your email address to contact you about the status of your review, question, answer and other administrative purposes.

If at any time you wish to cancel your email subscription to House of Fraser mailings, simply scroll to the bottom of the email and click on the button to Unsubscribe.