House of Fraser customer service is appalling. My case was simple to sort out and was linked with their lack of clarity. I got only empty answers and same questions again and again. Then nobody answered me anymore. I couldn't be in touch through chat with a human being who could have assisted me directly. Orders and refunds are not free and they ask to send back one by one the item and to pay £4.99 for each. More over one item was not the one ordered. They didn't sort out this one either. Best advice: avoid HOF!!! Some many bad reviews. They don't seem to care.