The returns/ exchange process is very slow. Weeks! By the time my faulty product is returned & processed the product I am after will no doubt be out of stock and not available for exchange. To ease this I would recommend customers are able to reorder products, pay in full including the delivery fee and on successful return finally reaching warehouse for processing House of Fraser refund the product and delivery fee. Returns are at cost to customer (unless faulty) which puts off people ordering multiple products to try out at home. Appreciate we are in a pandemic but others like sweaty Betty have made it super easy by partnering with Waitrose for speedy delivery and returns.