I made two orders just before Christmas, but had left it a bit late. One parcel arrived promptly, but one had not arrived by Christmas Eve, so I had to make alternative purchases from local shops. This was partly my fault for leaving it so late. However, I emailed to explain the situation and cancel most of the order. I very quickly received an email in response, and this was followed up by a phone call from a member of the customer service team. The refund was arranged very quickly, and I found the customer service team to be friendly, efficient, professional and extremely helpful. I was very impressed by the high quality of service, and would definitely order from House of Fraser again as a consequence.