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, alcohol, and beverage 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.
Items 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
You have the right to return a faulty item within 28 days along with proof of purchase.
If we have sent you an incorrect item, please notify our Customer Services 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.