House of Fraser customers have online returns sent back - here's what to do if you're affected

In the past couple of days, over a dozen House of Fraser customers have contacted us confused because they've returned an online order and not had a refund - and whilst most haven't heard anything back, the majority have had their parcel returned with a note from Royal Mail, explaining that it wasn't able to deliver the item.

Since its purchase of House of Fraser last month, we haven't had official confirmation from Sports Direct of how these orders can be returned, but we've rung three House of Fraser stores this morning, and they've each confirmed to us that online orders can be returned in-store, as long as you have a receipt.

And one store, London Oxford Street, even told us it was waiving the usual 28 day return rule "because of all the problems" customers have had.

So if you're struggling to return online orders, it appears your best bet is to try and head to a store in person, if you can.

What are customers saying?

In the past few days, over a dozen customers have contacted us to ask what is happening with unwanted and damaged items they bought online and returned to House of Fraser, and scores more have posted on social media.

MoneySaver Andrea told us: "I sent two items back and had them returned with a note from Royal Mail.

"I have emailed house of Fraser and have yet to have a response. I'm very concerned, they didn’t cost much but I can’t afford to lose any money."

Whilst another reader, Yvonne, said: "I returned an order to House of Fraser and this was sent back to me by Royal Mail. I see others have this same problem."

MoneySaver Laura was another of those that was affected, saying: "I bought some shoes for my wedding days before House of Fraser went in to administration.

"They're not suitable, so I returned them for a full refund and they’ve been sent back saying refused by House of Fraser."

Below is an image of a package one customer was sent back by House of Fraser, after they tried to return it:

I want to return an online order - what should I do?

If you have an online order from House of Fraser which you want to return, it doesn't appear that you'll have much luck returning it via post.

Your best option appears to be return the item to a store, with your receipt. We've rung three House of Fraser stores this afternoon and each has confirmed they are taking returns for online goods, if it's because they're faulty, or if it's because they're not wanted.

Under House of Fraser's usual rules online purchases can be returned to store or to a House of Fraser return centre within 28 days of your order for a full refund, and all three stores said they were honoring this.

One, London Oxford Street, even told us that it was accepting returns outside of this period, due to the issues customers have faced, though it may be pot luck if the store you return your items to does this.