There are a few different reasons why you could be missing item(s) from your order. The most common reason is that an item(s) is currently out of stock and has been cancelled. If this is the case, we will send you an email to confirm the cancellation has taken place.
As House of Fraser does not capture your authorised payment until your parcel has been dispatched, the cancelled item will not be charged, and your authorised amount will be revised to reflect this.
From time to time some orders can also be split into two parcels. If this is the case, you will be sent your dispatch email with two tracking references. It is possible that one parcel can be delivered quicker than the other, therefore, we kindly ask that you wait until your delivery timeframe has passed before contacting customer service.
If the above doesn't apply to your order, please contact Customer Services and one of the agents will look into this further for you.
Please note, if your order has been split into two parcels, you will only be charged one postage cost.