i have been a customer for many years and spend hundreds of pounds a year. I am most upset that as well as changed policy that used to be free delivery if order over £50 you charge delivery. That aside I have recently ordered around 5 or 6 times, and need to return 2 items. I am most upset to find out that you charge for returns as well!!! the store is closed to return for free and your customer service has been most unhelpful when I suggested that like TKMaxx you extend returns to 30 days from stores re-opening. I will return my package, but will not be using House of Fraser again now. I found some recent items I was looking for on Zalando as well as on House of Fraser , who do free delivery and free returns so I am now buying from them and other similar sites who will at least do free returns. Most disappointed!!! From a customer service point of view they could see how much I order and spend that on this occasion HOF wont refund my postage of return.