Terms & Conditions
Welcome to www.fortnumandmason.com. By using this website you accept and agree to be bound by these online Shopping Terms and Conditions, the Privacy Statement and such other policies as we notify you of from time to time, which together constitute the entire agreement between us. Nothing in these Online Shopping Terms and Conditions affects your statutory rights, either as a consumer or otherwise.
These Online Shopping Terms and conditions apply to all orders which you, the customer, place using our website www.fortnumandmason.com, which is operated by Fortnum & Mason PLC. Please read them carefully before placing your order and print a copy for future reference.
You may register with us when purchasing items using this Website. You are responsible for maintaining the confidentiality of your account username and password and for preventing unauthorised access to your account. You accept responsibility for all activities that occur under your account or password, so please take all necessary precautions to ensure that the username and password is kept confidential and secure. Please inform us immediately if you have any reason to believe that your username and/or password has become known to anyone else, or are being, or are likely to be, used in an unauthorised manner.
Please ensure the details you provide us with on registration are correct, complete and up to date. Inform us immediately of any changes to those details (e.g. change of email or postal address). You can access and update your details using the 'Your Account' area of the Website.
We reserve the right to refuse access to the Website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we do cancel an order, it will be without charge to you.
Privacy and Communications
When you place an order, we collect certain personal and transactional information (e.g. name, address, email address, credit/debit card details). For details on how we use this information, please read our Privacy Statement.
To fulfil our obligations to you under these Online Shopping Terms and Conditions we communicate with you by e-mail and by posting notices on the Website. You agree to receive communications from us electronically and that this electronic communications will satisfy any legal requirement for communications in writing.
The contract between us
When you place an order to purchase items using our Website this is an offer by you to us to purchase such items. By ordering you are providing details which are true, accurate, current and complete and that the credit or debit card details are correct and your own.
We will confirm receipt of your order by sending you an email summarising the details of your order ('Order Confirmation E-mail'); this is the point at which we accept your order and the contract is formed.
We only sell items to adults (i.e. those aged 18 or over). If you are under 18, you may use this Website only with the involvement of a parent or guardian.
By law we cannot sell knives, products containing alcohol or products containing tobacco to persons under the age of 18. Proof of ID may be requested. By placing an order with us it is confirmation that you are of legal age. It is illegal to buy restricted products if you are under age or for someone else who is under age.
Some of the items available for purchase from this Website contain intoxicating liquor. When you place an order for an alcoholic product using this Website, you confirm that you are aged 18 or over.
Colours, specifications, dimensions and descriptions of products
We have made every effort to display the colours, specifications, dimensions and descriptions (including wine vintages, please note all images are for illustration purposes only.) of items on the Website as accurately as possible. The colours you see will depend on the resolution of your monitor. We cannot guarantee that your monitor's display of any colour will always reflect accurately the colour of the item delivered. We may from time to time vary the dimensions, specifications, descriptions and quantities of items displayed on our Website without prior notice.
Content & Intellectual Property Rights
www.fortnumandmason.com its products and content is protected by national intellectual property. You are only allowed to use content found on this Website as expressly agreed by Fortnum & Mason PLC. Any reproduction or redistribution of our products and content 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. www.fortnumandmason.com cannot promise 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 should also agree that no joint venture, partnership, employment or agency relationship exists between yourself and Fortnum & Mason PLC. You will not express yourself as an employee, agent or representative of Fortnum & Mason PLC and we are not liable for any representation, act or omission on your part.
Food Hampers and Gift boxes
Hampers and gift boxes are collections of food and non-food items packaged in containers such as wicker baskets or wooden boxes. As these products contain perishable items and items with a rapid expiry date, your statutory right to withdraw purchases within the seven working day 'cooling-off' period does not apply to these items. Your 7-day 'cooling-off' period begins from the date of delivery and does not apply to perfume etc.
The hampers and gift boxes photographed contain only items listed. This means some wine vintages may vary according to availability and props used in the photography are not included in the hampers unless stated in the hamper listing. We may also at times show slightly different packaging in the hamper contents listing to that of the actual hamper contents.
Every gift order can be sent with a personal gift message of up to 8 lines of 30 characters each, including spaces. Please decide on your message before placing an order. Regrettably, we are unable to include personal enclosures with your gifts or offer a gift-wrapping service at this time. However, there is a gift-wrapping service available in our store at Piccadilly, London.
Fortnum & Mason reserves the right to substitute it with an item of equal or greater value than the original, or issue a refund for the product. This applies to items within Hampers, Gift Boxes and mixed orders.
Right to withdraw purchases within "cooling off" period
If you live in the European Union you have a right by law to withdraw from the purchase of any item within a "cooling-off" period of seven working days starting on the day after the day the item is delivered to you ("Cooling-Off Period"). This right applies to all items advertised on the Website except for:
- Perishable goods and other items likely to expire rapidly (e.g. hampers and gift boxes containing such items and other food and beverage items) items; including items worn next to the body
- Sealed items where the seal has been broken
- You may be liable for the cost of returning the item(s) to us
Products are invoiced in GBP sterling at the price prevailing at the time you place your order. Prices displayed on the Website include Value Added Tax which will be charged at the current rate. Where prices are displayed in alternative currencies on this website, these are for reference purposes only and local prices may change according to current currency rates. Whilst we try and ensure all details, descriptions and prices are correct when appearing online, some products might be subject to slight variations. Errors & omissions excluded.
Delivery charge is an additional cost. Please refer to our Delivery Information for full details. Although we try to ensure that all prices on the Website are accurate, errors may occur. If we discover an error in the price of items you have ordered, we will contact you as soon as possible. You will have the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled.
Prices displayed on the Website apply to online purchases only. They are not indicative of the price of identical items purchased in our store or by any other means. We reserve the right to update prices displayed on the Website at any point.
Fortnum & Mason are AVS level 5, the highest level of security, meaning your card details are not kept. Should we need to issue a refund due to a price change or item being out of stock we will need to re-contact you to obtain your card details.
You may pay for the items which you order online by supplying your credit/debit card details on the secure online order form.
Fortnum & Mason PLC operates the highest level of security, meaning your card details are not kept. Should we need to issue a refund due to a price change or item being out of stock we will need to re-contact you to obtain your card details
Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. 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 www.fortnumandmason.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
These services enhance your existing card account against unauthorised use when you shop with us. To use this service, you must first register with the bank or other organisation that issued your card. Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase.
Please note: Your Verified by Visa or Mastercard SecureCode™ password is not your Fortnum and Mason account password. Fortnum and Mason do not have access to your Verified by Visa or Mastercard SecureCode™ password.
We regret that we cannot accept cheques or cash as payment online.
Please note that we cannot guarantee the security of data when communicating with Fortnum & Mason via email. Accordingly please do not send us payment information using email. For details of the security measures we employ please read our Privacy Statement. Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us with when placing an order. .
Fortnum & Mason no longer accept cheques for payment in the shop and restaurants.
Please note, however, that cheques will continue to be accepted as payment on balances on Fortnum & Mason Accounts.
If you wish to cancel your order, please contact our Customer Relations Department. As we try to process orders immediately it may not always be possible to prevent an order from being despatched. If your order has already been despatched you may return the items to us in accordance with our Returns Policy (below).
As soon as we receive notice of your cancellation of an item we will refund the relevant part of the purchase price for that item together with the item's normal postage charge We cannot refund any priority, express or courier component of the postage charge. This only applies if the order is cancelled prior to despatch
DeliveryStandard deliveries to UK addresses
These are made within 5 working days from point of order.Specific day delivery to UK addresses
We regret that we are unable to offer specific dated delivery to locations within the UK highlands and Islands.Deliveries to addresses outside the UK
These are made within 10 working days. Subject to customs inspections and delays.
For full information of our delivery service, please click here. 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 day delivery is selected. However we are unable to guarantee delivery will be made by the one courier visit.
We make every effort to despatch items on time. If we are unable to deliver the items within your chosen arrival period, we will aim to contact you to discuss your options and despatch as soon as possible. If the items are not delivered within the time period we specify in the Confirmation Email, please contact our Customer Relations Department quoting the order reference contained in your Order Confirmation Email.
Delivery occurs when the items are delivered to the delivery address you specified when placing your order. At this point, responsibility for loss, breakage and damage passes to you. Should you specify at point of order that goods are left with a neighbour, this is done so at your own risk. All goods must be signed for upon delivery.
Despatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to mainland UK and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.
Hampers, Wine gifts and other items may be delivered separately.BFPO
Deliveries to BFPO addresses are free. Please note parcels sent to Operation Telic and Herrick have a 2Kg limit. Delivery to BFPO addresses can incur delays by the armed forces prioritising essential supplies beyond Fortnum & Mason’s control.Orders for Delivery Outside the United Kingdom
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 have a personal responsibility regarding compliance with local laws.Deliveries to the USA
For regulatory reasons, we are unable to take online orders for the delivery of fresh food and alcohol products to mainland USA from the UK web store.Deliveries to Japan
You can use this Website to order hampers and gift boxes for delivery to addresses in Japan. Orders for other items for delivery to addresses in Japan should be made via our authorised distributor in Japan.
Please see our Japan website at http://www.fortnumandmason.co.jp/
Large International Deliveries
For international delivery of 25 items or more, please contact our Customer Relations team on 0845 300 1707.
If you order items for delivery outside the United Kingdom they may be subject to import duties and taxes. These are levied once the items reach the specified destination. You, the customer are responsible for any import duties incurred on your own purchases. Fortnum & Mason PLC have no prior warning on whether these charges may be incurred or what value they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Customs authorities may request personal information such as Social Security number when inspecting your parcel; failure to provide this information to Customs will result in the parcel being returned. In this instance we are unable to refund the cost of postage and packaging. Please note that for items you order through our Website you are considered the importer and must comply with all laws and regulations of the country in which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. Fortnum & Mason PLC cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.
Wedding Cakes Delivery
Please note that the default Delivery information shown on the Delivery Tab above does not apply to wedding cakes which can be delivered throughout the UK and internationally via a special delivery service. We charge a flat fee of £60 for delivery and assembly in the following postcodes W1, SW1, SW2, SW3, SW8, SE1, WC1, WC,2, EC1, EC4, EC2, SE1, SE11. We charge £25 per hour and £1 per mile for delivery to venues within the UK mainland.* We can provide a quote on request. International delivery is also possible. Please enquire for more specific information. We also offer the option for customers to collect their cake free of charge from our Piccadilly store. Please see our brochure or call for further information.
Celebration Cakes & Fresh Food Picnics
Please note that our celebration cakes and fresh food picnics are only available for collection from our store.
It is the policy of Fortnum & Mason to ensure that all goods are supplied to our customers in perfect condition and that every possible precaution is taken to protect the integrity of the product that is sold. If you are unhappy with your unused purchase please return it within 28 days along with your receipt for an exchange or refund, by the original method of payment.
To this end, it is our policy that we do not exchange or refund personalised items, special orders, food items or items worn on the body including perfume, toiletries, jewellery and lingerie, except where the item is faulty.
Items must be returned in their original packaging and must be complete, including electrical accessories and manuals where applicable.
If a manufacturing fault occurs with your product we will always honour the manufacturer’s guarantee period and will repair or replace the product in accordance with the warranty terms and conditions. Please see individual products for details.
Your statutory rights will not be affected.
ReturnsItems damaged in transit
If you take delivery of a package from us and the contents have been damaged in transit, we will exchange the damaged items without charge to you provided you return the damaged item(s) to us within 30 days of taking delivery.Defective items
You have the right to return a faulty item within 28 days along with proof of purchase.Incorrect Items
If we have sent you an incorrect item, please notify our Customer Relations Department as soon as possible or within 28 days and return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible or alternatively we will refund the item once it has been returned. We will not charge you for the incorrect item and we must have the incorrect item returned before investigating.Costs
- - Please return any incorrect item to our Freepost address, we will replace or refund you for the incorrect item upon receiving the returned goods.
- - Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
- - Please note that should you choose to return items from overseas, our Freepost address is unfortunately not available for use. The return of items may therefore be at the sender's own expense.
We will be responsible for any losses you suffer as a direct result of us breaching these On-line Shopping Terms and Conditions if those losses were reasonably foreseeable to both you and us at the time the contract for the sale of items by us to you was formed (i.e. at the point we send the Despatch Confirmation E-mail to you). We will not be responsible to you or any third party for any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or any other loss or damage which does not result directly from our actions or the actions of our sub-contractors or agents, is consequential or was not reasonably foreseeable to both you and us when the contract between us was formed.
Our liability to you under these On-Line Shopping Terms and Conditions will not exceed the total price charged for the items purchased. Nothing in these On-line Shopping Terms and Conditions excludes our liability to you for personal injury or death caused by our negligence.
Events beyond our reasonable control
We will not be responsible to you for any delay or failure to comply with our obligations under these On-line Shopping Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.
Alterations to this Website and Terms and Conditions
We reserve the right at any time to make changes to this Website, these On-line Shopping Terms and Conditions, Privacy Statement 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 order items from the Website. Changes which we are required to make by law could apply to orders which you have already made. 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.
If you breach these On-line Shopping Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach.
Governing Law and Jurisdiction
These On-line Shopping Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts, as do we.
Customer SupportPre-Sales Assistance:
Please contact our Order Department
- Tel: Monday to Saturday from 9.00am to 6.00pm (GMT); 0845 300 1707 from within the UK
+44 (0) 20 7465 8668 from outside the UK,
- Fax: (0) 20 7437 3278;
- Email: firstname.lastname@example.org
Please contact our Customer Relations Department
- Tel: Monday to Saturday from 9.00am to 6.00pm (GMT); 0845 300 1707 from within the UK
+44 (0) 20 7465 8668 from outside the UK,
- Fax: (0) 20 7437 3278
- Email: email@example.com
Fortnum & Mason, Customer Relations, Freepost 33, 181 Piccadilly, London , W1A 1ER
Fortnum & Mason is a trading name of Fortnum & Mason plc,
Registered in England : 00084909
Registered office: 181 Piccadilly, London W1A 1ER.
Promotions and Promotional Codes
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.
Thank you for taking the time to study these terms and conditions. Should you have any further enquiries please contact Customer Relations.