House of Fraser Parcel Not Delivered or Refund Refused? UK Guide
House of Fraser is a Frasers Group brand shipping through several parcel couriers. Under the Consumer Rights Act 2015 the goods stay at the retailer's risk until you take physical possession, so a missing parcel is not something the courier has to be chased for.
Who delivers your House of Fraser order?
House of Fraser typically uses: Evri, DPD, Yodel, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with House of Fraser, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on House of Fraser to deliver into your physical possession.
House of Fraser contact and returns
- How to contact
- House of Fraser at cs@houseoffraser.co.uk or the help centre at help.houseoffraser.co.uk. There is no reliable public phone line, so the ticket or email is your written record — keep the reference.
- Returns policy summary
- House of Fraser charges for most courier returns and runs a defined window for unwanted goods. That window has no bearing on a parcel that never arrived.
How to claim a refund from House of Fraser
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact House of Fraser via House of Fraser at cs@houseoffraser.co.uk or the help centre at help.houseoffraser.co.uk. There is no reliable public phone line, so the ticket or email is your written record — keep the reference. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If House of Fraser refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
House of Fraser delivery FAQs
Is House of Fraser legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (House of Fraser) is responsible for the goods until you take physical possession. House of Fraser cannot redirect you to the courier because your contract is with House of Fraser, not the courier.
How long does House of Fraser have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
There is no phone number. Does that weaken my claim?
No — it arguably strengthens the record. An email or help-centre ticket is written evidence, which is exactly what a bank asks for in a Section 75 or chargeback claim. Set a clear deadline in the ticket.
My Click and Collect order never reached the store.
House of Fraser remains liable until you physically collect it. Ask for the store's goods-in record and request a refund or replacement rather than waiting on an internal investigation.
House of Fraser told me to contact Evri myself.
You do not have to. Your contract is with House of Fraser, not the courier it chose. Reply in writing quoting Section 29 and repeat the request for a refund or replacement.