Terms & Conditions
These General Terms and Conditions of Sale govern the sale of goods by us to you, the customer, via our website www.fortnumandmason.com, which is operated by Fortnum & Mason plc, and also by telephone, email or other means to our Customer Relations and Client Services teams and will form the basis of the contract between us. 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.
The Contract Between Us
When you place an order to purchase items using our Website or by other means, 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 payment 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 (subject to these terms and conditions). The contract is completed when the goods are delivered (also subject to these terms and conditions)
You may register with us when purchasing items using this website or by other means. For your website account, 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, please therefore 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.
Product Description and Specifications
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, please note all images are for illustration purposes only) of items on the website and brochures are quoted as accurately as possible. 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.
All orders for goods made by you on the website or by telephone to a Customer Relations or Client Services representative are subject to these Terms and Conditions.
Amendments: If you wish to amend an order you must notify us by phone as soon as possible and we will use our best efforts to make an amendment if at all possible provided the order has not already been submitted to our Distribution Centre (i.e. on the day the order was placed except for next day deliveries which is immediate). We, however, make no guarantees that this can be done. We also reserve the right to cancel or amend your order before the goods are despatched if the goods are no longer in stock (see Substitution below).
Large Corporate Orders: for orders for delivery to more than ten addresses, an electronic order form is available by contacting our Client Services 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 until payment is received.
Fortnum & Mason reserves the right to 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.
Products are invoiced in GBP sterling at the price prevailing at the time you place your order. Prices displayed on the website and in brochures include Value Added Tax where chargeable which will be applied at the current rate. Whilst we try and ensure all details, descriptions and prices are correct when appearing online, some products might be subject to slight variations. If, however, 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 as we are not obliged to honour such orders.
The delivery charge is an additional cost. Please refer to our Delivery Information for full details.
All payments for goods must be made when the order is placed. We will not reserve or despatch goods before payment is received.
For online orders you may pay 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 retained. Should we need to issue a refund due to a price change or item being out of stock we may need to re-contact you to obtain your card details.
Our website 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 will 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 & Mason account password. Fortnum & 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. Purchases using a Fortnum & Mason Account Card and Gift Cards can only currently be made by phone to our Customer Relations +44 (0)20 7734 8040
Please note that we cannot guarantee the security of data when communicating with Fortnum & Mason via email or fax. 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.
Corporate orders: in addition to the payment methods mentioned above, payment by bank transfer can also be accepted for phone orders but please note that the order will not be confirmed, nor items reserved, until payment is received which can take 3 working days.
Fortnum & Mason no longer accept cheques for payment in the shop and restaurants. However, cheques will continue to be accepted as payment against Fortnum & Mason Account Card balances.
Privacy and Communications
To fulfil our obligations to you under these General 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.
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 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.
A personal gift message of up to 9 lines of 30 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 at this time. However, there is a gift-wrapping service available in our store at Piccadilly, London.
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. 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 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, 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. The hampers and gift boxes photographed contain only the 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. In the event of supply difficulties, we reserve the right to make substitutions with items of equal or greater value. We may also at times show slightly different packaging in the hamper contents listing to that of the actual hamper contents.
Hampers containing fresh foods will be delivered using cool bags which will keep the items in good condition up to the delivery time, you must therefore ensure that there is someone to accept these items as responsibility for the refrigeration thereon lies with the recipient.
Food, beverages and flowers are perishable and often have rapid expiry dates. Therefore food, beverages, hampers with food items and flowers are excluded from your statutory right to return purchases within the seven working day 'cooling-off' period.
Jewellery, Perfume & Lingerie
When ordering jewellery, perfume or lingerie, please note that we will not accept returns unless the goods are faulty, damaged or incorrect. Your statutory rights are not affected by this.
Cancellations Prior to Despatch
If you wish to cancel your order prior to despatch, please contact our Customer Relations on +44 (0)20 7734 8040. 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 the 'Right to Cancel and Return Purchases' below.
Right to Cancel and Return Purchases
Under the Consumer Protection Regulations 2013 you have the right to cancel your order within a period of 14 days from the day after you receive the goods. Fortnum & Mason, however, has extended this right to 28 days from the date of receipt. This right applies to all items except for:
- Perishable goods and other items likely to expire rapidly, this includes all food and beverages and hampers and gift boxes containing such items;
- Items worn next to the body;
- Sealed items where the seal has been broken;
- Personalised items
If you wish to cancel and return your purchase, please contact our Customer Relations 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. Alternatively, the goods can be returned to our store at 181 Piccadilly, London W1A 1ER. 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 as soon as possible, this may mean that you will be contacted for repayment details. Please note that the above items are excluded from this right and the cost of returning the goods is your responsibility.
Your statutory rights regarding damaged, defective or incorrect goods are not affected by this.
Items Damaged in Transit, Defective & Incorrect items
If you take delivery of a package from us and the contents have been damaged in transit, or are defective or are not as specified, we will exchange the these items without charge to you provided you notify our Customer Relations within 14 days of taking delivery and return the (s) to us within another 14 days. Please note that we may request photos of the damage and packaging in order to enable us to investigate the matter with our courier and packing facility.
In these circumstance, please call Customer Relations +44 (0)20 7734 8040 with the details and you will be provided with instructions and the Freepost address (UK only) to return the goods which must be made without undue delay and in any case within 14 days of notifying us. It is your responsibility to ensure that the items are adequately wrapped. Alternatively, the goods can be returned to our store at 181 Piccadilly, London W1A 1ER (for SatNav SW1Y 6DN) with proof of purchase within the same time period. When the damaged, defective or incorrect goods have been received and checked, we will send a replacement to you as soon as possible at no cost to you. Alternatively, if you prefer, we will refund the item(s), this may mean that you will be contacted for repayment details
Delivery to United Kingdom Addresses
For full information of our delivery services, 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 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 team quoting the order reference contained in your Order Confirmation E-mail.
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. Please note that the cool bags used for fresh products are only sufficient for the first attempted delivery. It is the sender’s responsibility to ensure that the delivery can be accepted and signed for and where this fails to happen there will be no refund for fresh products and replacements will be chargeable.
Delivery 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 (e.g. weather) for which we will not be responsible.
All deliveries must be signed for. Deliveries are to an address not a named individual. If a signed delivery at that address is not possible a card will be left saying that delivery was attempted and stating where the items will be held and the options available for delivery to be re-attempted or collection. If the delivery subsequently still fails or the delivery is refused by the recipient (e.g. an unwanted gift) then the goods will be returned to our Distribution Centre and the sender contacted for instructions of where the goods should be delivered, a refund is not available in these circumstances. If we are unable to make contact, the returned items will be sent to the sender’s address who will be liable for any additional costs.
Fortnum & Mason cannot be held responsible for any failed deliveries due to an incorrect or incomplete delivery address. Any new delivery charges incurred due to such errors will be passed on to the sender.
Delivery Outside the United Kingdom
These are made within six 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.
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. Due to the potential transit time, it is not possible to order perishable items.
We are pleased to be able to provide deliveries to BFPO addresses free of delivery charges. Please contact Customer Relations +44 (0)20 7734 8040 to place these orders. Please note that all parcels have a 2Kg limit and delivery to BFPO addresses can incur delays by the armed forces prioritising essential supplies beyond Fortnum & Mason’s control.
Deliveries to the USA
For regulatory reasons, we are unable to take orders for the delivery of fresh food and alcohol products to mainland USA from the UK.
Large International Deliveries
For international delivery of five hampers or more, please contact our Customer Relations team on +44 (0)20 7734 8040.
If you order items for delivery outside the United Kingdom they may be subject to import duties, taxes and fees. These are levied once the items reach the specified destination. You, the customer are responsible for any import duties, taxes and fees incurred on your 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, 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. Please note that for items you order, 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.
Celebration Cakes & Fresh Food Picnics
Please note that our celebration cakes and fresh food picnics are only available for collection from our store.
Limitation of Liability
To the maximum extent permitted by law, Fortnum & Mason accepts no liability for any direct or indirect loss or damage, foreseeable or otherwise, including indirect, consequential, special or exemplary damages arising from the use of this website or any information contained therein.
Events Beyond Our Reasonable Control
We will not be responsible to you for any delay or failure to comply with our obligations under these Shopping Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.
Alterations to this Website and General Terms and Conditions
If you breach these General Terms and Conditions of Sale 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 General 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.
For order, product or service enquiries, please contact our Customer Relations Department:
- Tel: Monday to Saturday from 9.00 to 20.00 (GMT) +44 (0)20 7734 8040 (national call rates apply);
- Email: [email protected]
For corporate order enquiries, please contact our Client Services Department
- Tel: Monday to Friday from 9.00 to 18.00 (GMT) +44 (0)20 7973 5602 (national call rates apply);
- Email: [email protected]
For returns authorised by Customer Services if they are damaged, faulty or incorrect they should be returned to the following address with a note setting out the order number (as shown on the delivery note received with the delivery) and the reason for the return:
Fortnum & Mason, Customer Relations, Freepost 33, 181 Piccadilly, London , W1A 1ER
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.
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 Services +44 (0)20 7734 8040 October 2014.