Terms and Conditions

The Contract Between Us

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.

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) 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.

Age Restrictions

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. It is an offence to buy or attempt to buy age-restricted products if you are underage or to purchase such products for someone else who is underage. By placing an order for an age-restricted product, you are confirming that both you and the recipient are of the requisite age. Proof of age may be required upon delivery of your order.

Subscriptions

In addition to one off purchases, Fortnum & Mason offers certain products on its website that can be purchased through a Subscription. You can sign up and purchase a Subscription on the website as part of the normal shopping experience and check out your basket as normal. You must have a registered online account on our website to purchase a Subscription. Subscriptions can be managed in the ‘My Account’ tab under the ‘My Subscription’ heading including keeping your financial details up to date.

All products are subject to availability and you will be notified of any unavailable goods at the point of making your selection. You can purchase 1 subscription per single transaction but you may purchase multiple subscriptions. You may purchase a subscription as a gift for a third party however you will be the registered owner of the subscription and will need to manage it. Subscriptions cannot be transferred between people.

There are 2 subscription models:

1. Fixed term subscription of either 3, 6 or 12 months and paid upfront; or a
2. Pay As You Go: Rolling subscription until cancelled by you.
Subscriptions cannot be suspended at any time.

Payment. If you sign up for a Subscription, you must nominate a payment card (debit or credit card) that will be stored securely in your Account and will be charged in accordance with the Subscription option you chose at checkout. The first payment must be received by Fortnum & Mason prior to Fortnum & Mason’s acceptance of the Subscription. Following receipt of payment, Fortnum & Mason will confirm acceptance by sending you an order confirmation email.

Delivery.Separate delivery charges apply to your subscription goods and to any other goods in your basket. You can select either Standard, Nominated or Named Day delivery for the first month. All refill deliveries are subsequently free of charge. UK delivery only.

Substitutions. There may be occasions where the selected product is unavailable and you will receive a notification if this is the case. Fortnum & Mason reserve the right to make substitutions of a similar product that is the same or greater value.

Cancellation. You can cancel your Subscription the following ways:

Pay As You Go: This can be cancelled at any time using the ‘cancel’ option in ‘My Subscription’ tab of ‘My Account’ on the Fortnum & Mason website or if you experience any technical issue contact Customer Services. You are entitled to return all items subject to them being unused and sealed to receive a full refund for the 1st month, following which Fortnum & Mason won’t accept returns for subsequent monthly refills. Returns can be made via the ‘Returns Portal’ on the Fortnum & Mason website.

Fixed term: if you paid upfront up in full at the start of the subscription period, contact our Customer Services team at ‘Contact Us’ within the 30 days cooling off period (30 days from the date the first months goods were delivered to you). You are entitled to return all items subject to them being unused and sealed to receive a full refund for the 1st month following which Fortnum & Mason won’t accept returns for subsequent monthly refills. Returns can be made via the ‘Returns Portal’ on the Fortnum & Mason website.

Our right to cancel your order

Cancellation takes effect on the last day of the billing period. You will receive a confirmation email that your Subscription has been cancelled.

If we are unable to fulfil your order (e.g. if a product is out of stock, we have been unable to verify your billing information, you have requested delivery to a country where we do not currently ship) we’ll let you know by email and you will not be charged for the product. We may also temporarily suspend the supply of a product to you to update the product to reflect changes in law or regulatory requirements.

We may also cancel an order if we notice something unusual or suspect that the products are being exploited for commercial or resale purposes. If this happens to you and you believe we are mistaken, please contact our Customer Services team at ‘Contact Us’

Substitution Items

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.

Gift Messages

A personal gift message of up to 7 lines of 40 characters each (i.e. 250 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.

Prices

Products are displayed with prices in GBP sterling (or converted to a local currency where selected) 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 but excludes delivery charges. If the rate of VAT changes between your order date and when we supply products, we’ll adjust the rate of VAT you pay unless you have already paid for the products in full before the change in VAT takes effect. 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.

Promotions and Promotional Codes

From time to time we may release Fortnum & Mason promotional codes or discounts (“Codes”). Such Codes are valid for a limited period of time and cannot be used in conjunction with any other offers. Only one Code per order Save as expressly stated otherwise, Codes are only valid on full price items and cannot be used on sale items or to purchase gift cards. We reserve the right to withdraw, amend or extend offers on reasonable notice. Please see the relevant product or offer page for the terms and conditions applicable to the relevant promotion.

Payment

All payments for goods must be made when the order is placed. Payment will be debited and cleared from your account at the point your order is placed. You confirm that the credit or debit card you are using is yours. 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 note that all credit/debit cardholders are subject to validation checks and authorisation by the issuer of your card. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to Fortnum & Mason, we will not be liable for any delay or non-delivery of products. We retain legal ownership of all products until full payment has been made by you and received by us and legal ownership of the products will immediately transfer back to us if we refund any payment of the products to you. Risk in the products transfers to you once the goods have been delivered to you.

Our website uses high-level SSL encryption technology. You can therefore rest assured that we take your 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.com in your browser address window. A small locked padlock will also appear in the address bar of your browser window.

Cheques. We no longer accept cheques for payment in our shops and restaurants. However, cheques will continue to be accepted as payment against Fortnum & Mason Account Card balances.

Klarna

We offer Klarna as a payment option for online purchases only and is not currently offered for phone or in-store transactions. Please note that Klarna cannot be used in combination with Fortnum & Mason Gift Cards. To use Klarna’s credit services, such as Pay in 3 or Pay Later in 30 days, you must be at least 18 years old. Klarna will assess the information you provide and your financial circumstances during checkout.

Klarna Terms & Conditions apply. For further assistance, please visit our FAQs or Klarna Customer Services, this link will take you to a third-party site.

Delivery to United Kingdom Addresses

For full information of our delivery services and charges, please consult the Delivery Information page on our website. 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. We make every effort to despatch items on time. If the items are not delivered within the time period that we specify in the Confirmation Email, please contact our Customer Services team quoting the order reference contained in your Order Confirmation Email.

All deliveries must be to a named individual and ID may be required. If a delivery at that address is not possible, you may be given options to leave the parcel with a neighbour, at a safe place or 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 a refund will be processed. 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.

Delivery Outside the United Kingdom

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.

Click & Collect

Orders placed online will be ready for collection in-store between 2-4 days from the order date. Status updates will be sent to you via email. Our Click & Collection service is available for most items. Items available for pre order are excluded. We are unable to accept orders that include items for both store collection and postal delivery, two separate orders should be placed. ID required for collection. If you have purchased an age restricted product, proof of ID may be requested upon collection. We operate on a challenge 25 basis, if you look under the age of 25 we will ask you to show us proof of age identification. If you cannot do so, we reserve the right to withhold the Click and Collect order. If you are unable to collect your order, please contact us to arrange an alternative date for collection. We will hold your order at your chosen store for 9 days from delivery. After this period your order will be returned to our warehouse and payment will be refunded via your original payment method.

BFPO

We are pleased to be able to provide deliveries to BFPO addresses free of delivery charges. Please contact Customer Services +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 our control.

Corporate Orders

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.

Customs Duties

Items for delivery outside the United Kingdom 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.

Cancellations Prior or After Despatch

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 us via our website page ‘Contact Us’. 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.

Jewellery & Lingerie

We will not accept returns of jewellery for pierced ears or lingerie, unless the goods are faulty, damaged or incorrect. Your statutory rights are not affected by this.

Food, Food Hampers and Gift boxes

Hampers and Gift Boxes contain only the items listed. Some wine vintages may vary according to availability and props used in the photography are not included in the hampers, gift boxes or with bouquets unless stated. Packaging may vary.

Hampers containing fresh foods will be delivered using cool bags or boxes 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 after delivery has taken place lies with the recipient.

Fresh food, flowers and some types of alcohol and beverages are perishable. Therefore these products are excluded from your statutory right to return purchases within the fourteen day 'cooling-off' period.

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 a ‘cooling off’ period of 14 days from the day after you receive the goods. Fortnum & Mason, however, has extended this right to 30 days from the date of receipt (our goodwill guarantee). This goodwill guarantee does not affect your legal rights if there is something wrong with the product. 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

• Lingerie

• 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

• Tea subscription refills and Lossus subscription refills following the 1st month of the subscription period

If you wish to cancel your order and return your purchase, please visit the ‘Contact Us’ page on our website quoting the order number on the delivery note. The goods can be returned to our 181 Piccadilly store or via the Returns Portal found on our website. 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

Purchases made in one of our stores

For goods purchased in one of our stores, you may return those goods within 30 days of purchase along with your receipt. Items must be unused, complete, undamaged and returned in their original packaging. We will exchange the product or refund it by the original method of payment. For card payments, refunds will be made in accordance with your card issuer’s policies. We are unable to offer an exchange or refund for the following items:

• 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

• 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

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 the Consumer Rights Act 2015. 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 ‘Contact Us’ page on our website for a variety of accessible options for how you can contact us.. . It is your responsibility to ensure that the items are adequately wrapped. The goods can also be returned to our store at: 181 Piccadilly, London W1A 1ER (for SatNav SW1Y 6DN). All goods should be returned with an undamaged proof of purchase.

Events Beyond Our Reasonable Control

If our supply of your product is delayed beyond our reasonable control, we will contact you as soon as possible. We will not be responsible to you or compensation you for any delay or failure to comply with our obligations under these Terms & Conditions if the delay or failure arises from any cause beyond our reasonable control.

Limitation of Liability

If we fail to comply with these terms, we are responsible for loss or damage that is foreseeable as a direct result of breaking the contract or failing to use reasonable care and skill. We are not responsible for any indirect, consequential, special, economic or exemplary losses or damages however they may arise, whether foreseeable or otherwise. We don’t limit our liability where it is unlawful to do so. This includes liability for death or personal injury caused by our negligence or for defective products under relevant consumer legislation.

We are not liable for business losses, the products are supplied for private use. If you use the product for commercial purposes we will have no liability for an loss of profit, loss of business, business interruption or loss of business opportunity.

Complaints

If you have a complaint about an order, this website, or any other matter relating to Fortnum & Mason, please visit the ‘Contact Us’ page 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 an alternative dispute resolution scheme.

Alterations to these Terms of Sale

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. No other person shall have any rights to enforce the contract between us. 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.

Gift Card Terms of Use

All Fortnum & Mason printed gift cards and e-gift cards (jointly defined as “Gift Cards”) are issued by Fortnum & Mason plc with registered office at 181 Piccadilly, London W1A 1ER.

Validity Period

Gift cards are valid for 24 months from the date of purchase. No further extensions are permitted. Any surplus balance un-used after this time will be removed from the Gift Card and will no longer be valid.

UK Types of Gift Cards

Gift Cards can only be used to purchase products in our UK stores and on our UK website, and to enjoy a dining or afternoon tea experience at any of our UK restaurants. The following selection of Gift Cards are available for purchase via the Fortnum & Mason website or at any Fortnum & Mason store:

• Monetary Gift Cards starting from £20

• Personal Shopping Gift Cards (£500 / £1,000)

• Afternoon Tea Gift Card (Classic / Champagne / Savoury / High Tea)

• 45 Jermyn Street Gift Card* starting from £75 (*only available online)

• Friends of Fortnum’s Gift Card (£100)

Gift Cards can be used for most purchases at Fortnum & Mason although at certain times, exclusions may apply and Fortnum & Mason reserves the right to amend exclusions at any time without prior notice.

Restrictions

Gift Cards are non-refundable, non-exchangeable and cannot be used to purchase subsequent gift cards. Gift Cards are purchased for a set price. You cannot increase the amount on the Gift Card after purchase. Amounts cannot be transferred between Gift Cards.

Use of Gift Cards

Gift Cards can only be used to purchase products in our UK stores, on our UK website, or to enjoy a dining or afternoon tea experience at any of our UK restaurants. They cannot be used to pay for tickets to attend events advertised on our website (for example but not limited to our Food & Drink events, Wine Tastings, Father Christmas Storytelling, etc). This is because tickets are purchased through Eventbrite and not directly with Fortnum & Mason.

Delivery of eGift Cards

When ordering an eGift Card on our website, you will have the following options: - Delivery Now - Deliver at a later date If choosing the second option, you will be able to choose a specific date for the dispatch of the e-gift card email - up to a year in advance. Risk in the eGift Card shall pass to you upon receipt and title will pass upon receipt of payment in full. eGift Cards will be sent by Fortnum & Mason to the delivery email address(es) you provide on each individual order. Subject to any delays due to security checks, eGift Cards will normally be delivered within 24 hours.

Delivery of physical Gift Cards

Physical Gift Cards will be sent to your nominated address via DPD. Gift Cards will usually be dispatched within 2 working days of placing your order or at a later date if nominated by you. Risk will pass to you or the recipient upon delivery, title of the physical Gift Card shall pass upon payment in full. Fortnum & Mason will not be liable for lost, stolen or damaged Gift Cards following delivery to the recipient. Gift Cards will not be replaced.

Returning an Item purchased with a Gift Card

Items can still be returned pursuant to Fortnum & Mason’s standard returns policy even when purchased using a Gift Card. Subject to proof of purchase, you will be refunded in full onto your existing gift card unless you no longer have it in which you will be issued with a new gift card.

Lost or Stolen Gift Cards

In cases where your Gift Card is lost or stolen Fortnum & Mason is unable to replace or reimburse the remaining balance on a Gift Card. F&M cannot be held responsible for the unauthorised use of the Gift Card as a result of theft or fraud.

Friends of Fortnum’s / Membership Gift Cards

Membership Gift Cards are pre-loaded with £100 redeemable only at www.fortnumandmason.com/membership as full payment for our Membership programme. They are not valid for any other purchases either in our stores or online. Membership Terms & Conditions will apply: www.fortnumandmason.com/membership/terms-and-conditions

Please refer to the F&M FAQ for further information on how to use your Gift Card.

Your Account

When you register for a Fortnum & Mason account, you agree that the personal information provided is true and accurate and is up to date. You must not impersonate another individual, provide any personal information relating to a third party or provide false and fraudulent details. You should review your information regularly and keep it updated in the ‘My Account’ section of the Website. We will keep your personal information secure and stored in accordance with our Privacy Policy.

To protect your personal information that is saved in ‘My Account’ on our Website, you must sign out of your account after each session, especially if you are using a shared computer.

Events

We advertise and market Fortnum & Mason events on our Website but tickets are available to purchase through a third party website Eventbrite. When you purchase tickets on Eventbrite you must agree to their separate Terms. Fortnum & Mason reserves the right to refuse entry to any attendee and to remove any individual from the premises for any reason.

Filming and Photography: Fortnum & Mason or its appointed third party may film or photograph the event whether it is hosted internally on its premises or at an external event. If you do not wish to be filmed or photographed please inform a member of staff and adhere to any relevant signage that may be displayed.

Restaurant Reservations

You can make a reservation on our Website for any of our restaurants, subject to availability. Reservation bookings are managed by third party Sevenrooms and when booking you will need to accept third party Terms found here: SevenRooms Terms of Service | SevenRooms

Privacy & Cookie Policy

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.

Waiver

If you breach these Terms & Conditions and we take no action, we shall not be deemed to have waived our rights to enforce the Terms & Conditions.

Governing Law and Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales and are under the non-exclusive jurisdiction of the English courts. If you live in Wales, Scotland or Northern Ireland you can bring legal proceedings and claims against us in the country in which you live. We can claim against you in the country you live in.

Customer Services

For order, product or service enquiries, including any complaints, please visit ‘Contact Us’ for a variety of accessible ways we can be contacted. 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

Our Details

Fortnum & Mason is a trading name of Fortnum & Mason plc.
Registered in England: 00084909
Registered office: 181 Piccadilly, London W1A 1ER.
VAT No. GB238739917