What is the payment method?
Fortnum & Mason accepts VISA, Mastercard, Amex, Diners Club, Apple Pay, and PayPal.
Can I change the date of the delivery?
Changing the delivery date isn’t possible at the moment. As they’re currently receiving a higher number of orders than usual, they’re temporarily unable to amend orders after they have been made, including changing delivery dates. However, this does not affect your statutory rights.
Can I track my order?
Once an order is despatched, Fortnum & Mason will email you with a tracking number if they have your email address. You can then track your order online with their courier.
When can I cancel my order?
This isn’t possible at the moment. As they’re currently receiving a higher number of orders than usual, they’re temporarily unable to amend orders after they have been made, including cancelling an order.
What do I do if an item arrives damaged?
If you take delivery of a package from them and the contents have been damaged in transit or are defective, they will exchange the damaged items without charge, provided you notify them within 30 days of taking delivery (for damaged goods) and within 28 days of taking delivery (for defective goods). Depending on the items, they may request the return, or organise the collection of, the damaged or defective items.
What do I do if I receive an incorrect item?
If they have sent you an incorrect item, please notify their Customer Services Department within 28 days. If you would like them to replace the incorrect item with the item you ordered, they will despatch this as soon as possible. Alternatively, they will refund the item. Depending on the incorrect item received, they may request the return, or organise the collection of, the item.
How do I return an item?
Please check their terms and conditions on the website for the returns policy. If you wish to return an item, please ensure this is returned to their Freepost address within the 30 days of receiving the order, for sale items please ensure this is within 7 days.