Terms and Conditions
Welcome to eu.fortnumandmason.com. By using this website you accept and agree to be bound by these Terms and Conditions of Sale, the Privacy & Cookie Policy and such other policies we notify you of from time to time, which together constitute the entire agreement between us. Nothing in these Terms and Conditions affects your statutory rights, either as a consumer or otherwise.
These Terms and Conditions of Sale govern the sale of goods by us, Fortnum & Mason Europe BV, to you, the customer, by telephone, email, and via our website at eu.fortnumandmason.com, or other means to our Customer Services and Concierge teams, and will form the basis of any contract of sale between us. Please read them carefully before placing your order as you will be deemed to be bound by them. Copies of these Terms and Conditions are available on request. Please read them carefully before placing your order and print a copy for future reference.
Your orders are an offer to purchase goods from us. We will confirm receipt and acceptance of your order by sending you an email summarising the details of your order - this is the point at which we accept your order and the contract is formed (subject to these Terms & Conditions). If we cannot accept your order, we will notify you.
We have made every effort to ensure that the goods displayed on this website and in our brochures conform to the descriptions and photographs. The colours, specifications, dimensions and descriptions (including wine vintages) of items on the website and brochures are quoted as accurately as possible, but please note that all images are for illustration purposes only. The colours you see will depend on the resolution of your monitor and we cannot therefore guarantee that your monitor's display of any colour will always reflect accurately the colour of the item delivered. We reserve the right from time to time to vary the dimensions, specifications, descriptions and quantities of items displayed on our website without prior notice.
Some of the products available for sale on our website (such as alcohol, knives and crackers) are age-restricted and you must not purchase those products if you are below the required age. Information on whether a product is age-restricted and the minimum age requirement is available on the relevant product page. By placing an order for an age-restricted product, you are confirming that both you and the recipient are of the requisite age.
We may substitute an item of equal or greater value than the original item listed, or issue a refund for the product. This applies to items within Hampers, Gift Boxes and mixed orders. Where we have substituted an item, you may elect to receive a refund rather than accepting the substitute item by contacting Customer Services.
A personal gift message of up to 10 lines of 28 characters each (i.e. 280 characters including spaces), can be included with all orders. Please note that 'special' characters, clip art images, emoticons, etc. are not recognised. Please decide on your message before placing an order as an amendment after the order has been placed may not be possible.
The gift message will be placed in an envelope on the inside of the delivery or in a pouch on the inside lid of the packaging. Regrettably, we are unable to include personal enclosures with your gifts or offer a gift-wrapping service for online or telephone orders at this time.
Products are displayed with prices in Euros at the time of your order. Prices displayed in brochures and on the website include Value Added Tax which will be applied at the current rate where applicable. Prices may be subject to variation without notice. If there is a pricing error on either our website or in our brochures, we will contact you as soon as possible. You will have the option of reconfirming your order at the revised price or cancelling your order and receiving a refund. If we are unable to reach you, your order for the incorrectly priced item will be cancelled, and we are not obliged to honour such orders.
If you have a published Fortnum & Mason promotion code, please note that offers cannot be used in conjunction with any other offers and offers apply to one per household. Please see the relevant product or offer page for the terms and conditions applicable to the relevant promotion.
All payments for goods must be made when the order is placed. We will not reserve or despatch goods before payment is received. We accept payment by Visa, MasterCard, American Express, Diners Club, PayPal, Apple Pay, Google Pay, Discover and JCB, but cannot accept cheques or cash as payments for online or telephone orders. Please do not send us payment information using those mediums.
Our website uses high-level SSL encryption technology. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure as 'https' will replace the 'http' at the front of the eu.fortnumandmason.com in your browser address window. A small locked padlock will also appear in the address bar of your browser window.
For full information of our delivery services and charges, please consult the Delivery Information page on our website. Please note that if you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day unless specific date delivery is selected.
The products specified on this website are suitable and approved for use for customers within the United Kingdom (excluding Channel Islands and Isle of Man). Customers who choose to purchase items for usage and distribution to locations outside the United Kingdom do so at their own risk and should ensure that the products and delivery of them complies with local laws. Due to the potential transit time, it is not possible to order perishable items.
Large Corporate Orders: for orders for delivery to more than ten addresses, an electronic order form is available by contacting our Concierge team on +44 (0)20 7973 5602. Please note that 48 hours should be allowed for uploading these orders and the order will not be confirmed nor items reserved until payment is received.
Corporate orders: in addition to the payment methods mentioned above, payment by bank transfer can also be accepted for phone orders.
Items for delivery to the European Union may be subject to import duties, taxes and fees. These are levied once the items reach the specified destination. You are responsible for import duties, taxes and fees incurred on your purchases. For orders placed on our website, we make every effort to include the applicable duty and tax, which we will pay on your behalf, however there may be additional local duties and taxes that are out of Fortnum’s control that you may need to pay in order to receive the goods.
Customs authorities may request personal information such as a Social Security number when inspecting your parcel; failure to provide this information to Customs will result in the parcel being returned. We therefore recommend that the recipient’s telephone details be included with the order. In this instance we are unable to refund the cost of postage and packaging. For items you order, you are considered to be the importer of the products and must comply with all laws and regulations of the country to which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. We cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.
Once confirmed, it may not be possible to prevent an order from despatch. Similarly once despatched we are unable to stop delivery or cancel the order. If you wish to cancel your order, please contact our Customer Services on +44 (0)20 7734 8040. In the event that orders cannot be stopped or cancelled, subject to these Terms & Conditions, you may return the items to us per your ‘Right to Cancel and Return Purchases’ below.
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
If you wish to cancel your order and return your purchase, please email Customer Services at eucustomer.services@fortnumandmason.co.uk or call on +44 (0)20 7734 8040 with the order number quoted on the delivery note. You will be given instructions about where to return the goods which must be made without undue delay and in any case within 14 days of notifying us. When the goods have been received and checked, a refund for the goods and the standard delivery charge (premium charges are not refundable) will be issued within 14 days. This means that 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.
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 legislation. 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 email Customer Services at eucustomer.services@fortnumandmason.co.uk or call on +44 (0)20 7734 8040 with the details and you will be provided with instructions and the address for returning products. It is your responsibility to ensure that the items are adequately wrapped. All goods should be returned with an undamaged proof of purchase.
If you have a complaint about an order, this website, or any other matter relating to Fortnum & Mason, please contact our Customer Services Department:
- Tel: +44 (0)20 7734 8040 (national call rates may apply)
- Email: eucustomer.services@fortnumandmason.co.uk
- Via the “Support” live chat facility on our website
In the event that we cannot reach agreement with you as to how to resolve your complaint, you may choose to provide details of your complaint to a relevant alternative dispute resolution scheme, such as those listed at:
Please note that Fortnum & Mason is not a member of any alternative dispute resolution scheme.
We reserve the right at any time to make changes to these Terms & Conditions, Privacy & Cookie Policy and such other policies as we may notify you of. You will be subject to the policies and terms and conditions in force at the time you use the website or place an order from the website or other means. We may transfer our rights and obligations under these terms to another organisation. However you may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. If any of the terms and conditions forming the contract between us are deemed invalid, void or unenforceable for any reason, it will be deemed severable and not affect the validity and enforceability of the remaining terms and conditions.
Fortnum & Mason owns (or holds the relevant licence to use) the intellectual property rights in this website, all imagery, descriptions, content and all products and packaging. You are only allowed to use content found on this website as expressly agreed by Fortnum & Mason. Any reproduction or redistribution of our intellectual property may result in civil and criminal penalties.
In addition to these intellectual property rights, the content, defined as: graphics, photographs, image rights, sounds, music, audio or text are to the best of our knowledge accurate and complete, however we cannot promise it is error-free. Nor can we promise that the functions within the site i.e. html, content and functional aspects are error-free. This also relates to viruses and other harmful viruses; we always recommend that you should have an up-to-date and complete virus-checking software to protect yourself.
You agree that no joint venture, partnership, employment or agency relationship exists between yourself and Fortnum & Mason. You will not express yourself as an employee, agent or representative of Fortnum & Mason and we are not liable for any representation, act or omission on your part.
Full details of the information that we collect about you, and how and why we use it are set out in our Privacy & Cookie Policy.
For order, product or service enquiries, including any complaints, please contact our Customer Services Department:
- Tel: +44 (0)20 7734 8040 (national call rates may apply)
- Email: eucustomer.services@fortnumandmason.co.uk
- Via the “Support” live chat facility on our website
For corporate order enquiries, please contact our Concierge Department:
- Tel: Monday to Friday from 9am-6pm (GMT) +44 (0)20 7973 5602 (national call rates may apply);
- Email: concierge@fortnumandmason.co.uk