Delivery Timeframes

Multiple Addresses

HOW TO

To send your deliveries to multiple addresses, simply select 'send to multiple addresses' at basket and follow the instructions, we'll take care of the rest. Please note: multiple addresses can only be used when sending to the same country

Returns

RIGHT TO CANCEL AND RETURN PURCHASES

Purchases made online or over the telephone

You have the right to cancel your order made online or over the telephone within 30 days from the date of receipt.

This right applies to all items except:

• • - Perishable goods and other items likely to expire rapidly, this includes all flowers, fresh food, some alcohol and beverages, and hampers and gift boxes containing such items
  • -  Jewellery for pierced ears
  • - Sealed items where the seal or cellophane has been broken
  • - Personalised or bespoke items
  • - Items that cannot be returned for hygiene reasons such as razors and brushes 
  • - Food items that have been purchased at a discount due to a short shelf life
  • - Fine wines which we store in a temperature-controlled environment 
  • - Products sold with an authentication or valuation certificate, where the certificate is not also returned; and  
  • - Antique or vintage watches, jewellery, accessories or homeware

If you wish to cancel your order and return your purchase, visit the Fortnum and Mason EU Returns Hub with the order number quoted on the delivery note and the email address used to place the order. If you are returning an unwanted gift, please select ‘Start a gift return’ and provide the order number and the post code of the shipping address (please note that in this instance Customer Services will contact you to assist regarding your return). You will be able to follow the instructions on the portal on how to create your return label and return the goods to us. Please note that the goods must be returned to us within 14 days of notifying us of your return request. When the goods have been received and checked, a refund (or an e-gift card) for the goods and the standard delivery charge (premium charges are not refundable) will be issued within 14 days. You may be contacted for details as to how we can make repayment to you. Please note that returning the goods to us is your responsibility and we are not obliged to repay you for any costs that you have incurred in returning the products to us.  Your statutory rights are not affected.

Items Which Are Damaged in Transit, Defective Or Incorrect

If you take delivery of a package from us and the goods being delivered to you have been damaged in transit, or are defective, not as described, not of satisfactory quality, not fit for purpose, or are not per a sample, we will at your option either exchange or repair these items without charge to you, or provide you with a full refund, if the fault is notified to us within 30 days of you receiving the product. Beyond 30 days, we will provide you with either an exchange or repair in accordance with consumer regulation. We will check the items on their return, and we may request proof of purchase and/or photos of the damage and packaging in order to enable us to investigate the matter with our courier and packing facility.  In such circumstances, please visit the Fortnum and Mason EU Returns Hub with the order number quoted on the delivery note and the email address used to place the order. You will be asked to provide a photo of the goods and notify us of the reason for returning. It is your responsibility to ensure that the items are adequately wrapped.