5 NDC 3 SM Concession Manual

User Manual: NDC-3

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November 2016

Brand Partner Supplier Manual

November 2016

This Manual contains details of House of Fraser’s policies with

regards to its Brand Partners.

Brand Partners must familiarise themselves with the contents of this

Manual and ensure that its contents are passed to all relevant

parties in their organisations.

This manual replaces all previous versions of the Brand Partner

Manual.

November 2016

House of Fraser – Brand Partner Supplier Manual

1. Opening a Brand Partner

2. Brand Partner Procedures

3. Distribution via NDC

4. Direct to Store Deliveries

5. Responsible Sourcing Policy

6. Modern Slavery Act

7. Contact Details

November 2016

1. Opening a Brand Partner

1.1 Opening Process

The procedures to open a Brand Partner Department within House of Fraser are

summarised below, and illustrated on the flow chart on page 4 (Brand Partners

Opening Process).

A. New Brand Partner

A.1 The Brand Partner presents the full collection to the House of Fraser Category,

detailing price architecture, product mix and Brand profile.

A.2 The Category views the collection and reviews the suitability of the collection

to House of Fraser’s portfolio.

A.2 A Draft Agreement is issued by House of Fraser’s External Business Controls

department (‘EBC’).

A.3 The Brand Partner confirms acceptance of the House of Fraser Agreement in

principle. The Category then finalises the opening stores and timetable, the

trading parameters, and the contractual agreement.

A.4 The final proposal, together with a capsule collection, is presented for sign-off

by the Category Director.

A.5 Having agreed the final proposal, a Heads of Agreement is issued by EBC and

must be returned signed by the Brand Partner to move the process

forward.

A.6 The Category refers the Brand Partner to House of Fraser’s StoreDevelopment

Department upon the return of the Heads of Agreement, to review the shopfit

proposal and layout plans.

A.7 The Agreement is issued by EBC. The Agreement must be signed and returned

by the Brand Partner prior to opening and within seven working days of

issue.

A.8 The Shopfit plans progress through to opening of the new Brand Partner

Department as outlined in section 1.2 by the Store Development Department.

A.9 EBC issues a New Supplier Account opening form, in order to set up a supplier

specific account number to facilitate payment. This must be returned at least

14 days prior to commencement of trade.

A.10 EBC issues a supplier specific department number.

A.11 The Brand Partner is responsible for the press and marketing support for the

new opening, which must be presented to House of Fraser’s Marketing

Department for approval.

November 2016

BRAND PARTNER OPENING PROCESS

Category Reviews New Brand Partner

Category Confirms: Stores; Timetable

& Trading Parameters. Contractual

Agreement Finalised

Heads of Agreement Issued

Store Development Reviews Shopfit

Proposal

AGREEMENT ISSUED

Opening Details

Category Director Signs off final Brand

Partner Proposal

Shopfit approved

Create New Department

Number

Agreement Signed and Returned

Issue New Supplier Account

Opening Form. To be completed

and returned by the Brand

Partner

Submit for approval as per critical

path procedure (see next page)

Brand Partner to survey agreed

site and draw up floor and

elevation plan

Shopfit Confirmed

Draft Agreement Issued

Press Marketing Launch

OPEN BRAND PARTNER

DEPARTMENT

November 2016

B. Expansion of an Existing Brand Partner

B.1 The Brand Partner submits a “wish list” of stores for seasonal planning

meetings.

B.2 The Category reviews store opportunities at seasonal planning meeting and

advises Brand Partner of proposed expansion.

B.3 Category liaises with Brand Partner to finalise the store openings, timetable,

and trading parameters.

B.4 An updated schedule to the Agreement is issued by EBC. This must be signed

and returned by the Brand Partner prior to opening.

B.5 The Shopfit progresses through to the opening of the new Brand Partner

Department as outlined in Section 1.2.

B.6 EBC ensures the Brand Partner department number is usable in time for the new

store opening.

B.7 The Brand Partner is responsible for the press and marketing support for the

new opening, which must be presented to House of Fraser’s Marketing

Department for approval.

1.2 Shop Fit Process

1.2.1 Shop Fit Process Objective

The House of Fraser shopfit procedure is in place to ensure that shop-fits allow projection

of brand personality within the overall context of a House of Fraser Store. It also ensures

that all enabling works and services can be actioned in a timely and safe fashion.

1.2.2 Shop Fit Procedure

The House of Fraser Shopfit Process is controlled by our Store Development

Department (‘SDD’).

Space and Location Agreement – The Category will agree the Stores and the space

available within Stores with the Brand Partner. This is to be captured on a House of Fraser

Block Plan and a Shopfit and Location Agreement Form.

Shopfit Briefing – SDD will brief the Brand Partner on the shop-fitting process and the layout

criteria required by House of Fraser once the Shopfit and Location Agreement Form has

been completed with the Category and passed to SDD.

Visual Concept Approval – The overall look of a Brand Partner Shopfit needs to be

approved by the Category. SDD will manage this process on behalf of the Brand Partner.

The Brand Partners needs to provide SDD with the following information on an A1 board:

 Shopfit Images;

 Finish Swatches; and

 Branding

Individual Shopfit Approval – Following the Visual Concept Approval the Brand Partner

needs to complete a survey at each site and is required to issue plans for each Store

site for review and approval by SDD. The following information is required.

 Scale Plan and Elevations; and

 Photographs of Site taken when the Survey is completed.

Failure by the Brand Partner to provide the requested information will delay approval and

therefore opening dates. House of Fraser reserves the right to request changes to

proposals where they do not meet the criteria laid out in the Shopfit Briefing.

Shopfit Approval – Approval is communicated in a letter from SDD. This includes contact

details for the Store to allow the Brand Partner to arrange shop-fitting dates with the Store.

Full details of each stage of the process and requirements will be given in the Shopfit

Briefing by SDD.

1.3 Brand Partner Trading Agreement

All Brand Partners will be required to sign a standard Brand Partner Agreement. A signed

Agreement must be in place prior to commencement of trade with House of Fraser.

2. Brand Partner Procedures

2.1 Customer Service Policy

2.1.1 Purpose

House of Fraser and its associated stores is passionate that all staff and managers deliver

a high level of customer service at all times and operates a Customer Service Policy to

provide all employees, Brand Partner employees and consultants with clear knowledge

of what is expected. By following the Policy and consistently delivering service excellence

it will support House of Fraser in becoming UK & Ireland’s No 1 premium department store.

2.1.2. Principles

All information contained within the Policy aims to ensure a safe and enjoyable shopping

environment for all customers at all times. Customers are our number one priority and

therefore complete adherence to the Policy is essential.

In the event of a breach or deviation by a Brand Partner employee, and after the matter

has been discussed with the individual, the breach may be advised to the employing

Brand Partner, where action can be taken under that Brand Partner’s disciplinary policy.

2.1.3 Procedure

2.1.3.1 The Company Sales Process

House of Fraser operates a four stage sales process for all employees to provide

a basic structure when selling. The Sales Process offers an essential guide to assist

store-based staff to consistently achieve high service standards. Please contact

the HR advisor in store for more details.

2.1.3.2 Mystery Shopping Programme

Customer service standards are regularly measured through Mystery Shopping.

The Mystery Shopping programme assesses employees on the level of customer

service provided. Guidelines are available to assist all employees to consistently

achieve the required standards. These can be obtained from a member of the

store management team and all Brand Partners should be familiar with the

requirements, which need to be implemented.

House of Fraser is committed to delivering high levels of customer service and

where this is achieved; a 100% Mystery Shopping result is likely to be rewarded.

2.1.3.3 Demonstrating Service Standard and Professional Behaviour

All staff and managers must be passionate about making sure every customer

leaves the store a delighted customer. House of Fraser wants all customers to be

greeted by staff and managers who are attentive, knowledgeable and

enthusiastic.

Brand Partner Managers are expected to be ambassadors in customer service

and therefore are expected to demonstrate role model behaviour to their staff.

It is important that all staff and managers act professionally and display positive

body language at all times. It is expected that all staff are courteous and helpful

to customers and colleagues at all times. Poor customer service and

inappropriate behaviour / conduct will not be tolerated.

Outlined below are examples of the type of staff behaviour House of Fraser finds

unacceptable (this list is not exhaustive):

 Eating, including sweets and chewing gum, on the shop floor of any

customer designated area;

 Ignoring customers whilst carrying out other non-customer focused tasks;

 Neglecting customers by not acknowledging or approaching them;

 Standing around in groups and talking on the shop floor, especially around

till points;

 Chatting with colleagues whilst serving customers at a till point;

 Making or receiving personal calls on the shop floor;

 Entertaining friends and relatives on the shop floor;

 Shouting across the shop floor to colleagues;

 Negative or discourteous body language such as slouching over fixtures,

arms folded, appearing disinterested;

 Inappropriate conduct which includes making a customer feel

uncomfortable or intimidated; or

 Staff leaving their department unattended without good reason.

2.1.3.4 Productivity Levels and Recognition Store Card Recruitment

All selling staff and managers are required to achieve their Productivity and

Recognition Store Card targets that are agreed with their Line Managers. These

targets are set to ensure that all selling staff and managers are maximising every

sales opportunity and providing all customers excellent customer service by

offering add on sales.

2.1.3.5 Recognition / Support

House of Fraser is committed to providing all staff with support and development

opportunities. Managers will observe and coach their teams and in turn will

praise and recognise hard work and commitment. The Company offers various

training and development opportunities which include product training, selling

skills, online learning and SASH (Sales and Service Help).

2.1.3.6 Order in Store (OiS)

House of Fraser is a multi-channel retailer and as such would expect all Brand

Partners to encourage customers to use the Order in Store terminals when a

particular product is not available in store but is available on the House of Fraser

Web store.

2.2 Returns Policy

House of Fraser has recognised the need for a clear Returns Policy and an awareness of

the policy for both customers and staff.

The Returns Policy noted below is clearly displayed at every till point in store.

“At House of Fraser, we want you to be delighted with every purchase you make.

However, it is important that you retain your receipt. Please note that if you have made a

purchase from a House of Fraser Outlet store, you can only return products for a refund or

exchange to any other Outlet store.

If you change your mind, simply return your purchase in its original condition (including

the packaging where it forms part of the goods, for example boxed items), with the

receipt or a satisfactory proof of purchase within 14 days and we will refund you in full via

the original payment method used or if you return your purchase after this period but

within 28 days, you may exchange the item for other merchandise or a House of Fraser

Gift Card to the value of the item.

For hygiene reasons we are unable to give refunds or exchanges on pierced earrings.

The following items can only be returned within the terms of our returns policy providing it

is in its original condition (including the packaging where it forms part of the goods, for

example boxed items) and for hygiene or safety reasons have not been worn, opened,

used and any seals on the product remain unbroken: lingerie, hosiery, swimwear, men’s

underwear, hats, duvets, pillows, mattresses, mattress protectors and cosmetics. Hats must

have the returns policy swing ticket still attached.

Where special conditions are attached to your purchase/order, this returns policy will not

apply and the special conditions will take priority (e.g. furniture, carpets, technology and

some products from some of our Brand Partner partners).

DVDs, food and House of Fraser Gift Cards cannot be returned within the terms of our

returns policy.

No refund or exchange will be given without a receipt or other proof of purchase. The

above does not affect your statutory rights.”

The returns policy that applies to specially ordered furniture, furnishings, and

electrical goods, is outlined in the Terms and Conditions on the reverse of the

Customer Order Note.

Customer’s returning damaged or faulty goods, or items that are not fit for the

purpose for which the goods are intended, are entitled by law to a full refund.

The Returns Policy should be displayed at the till point and communicated verbally to the

customer. The same policy applies to all sales regardless of whether this originates from a

Brand Partner. Brand Partners cannot have their own returns policy.

The Returns Policy should help Brand Partners handle refunds efficiently and should be

viewed as an opportunity:

 To enhance sales with the customers’ peace of mind about returning purchases; and

 To improve Customer Service and After Sales Service to encourage future sales and

increased customer loyalty.

2.3 Credit Card Policy

The acceptance of own branded credit cards issued by a Brand Partner is not

permitted unless it is a Visa or MasterCard card.

2.4 Gift Card / Voucher Policy

2.4.1 Sale of Gift Vouchers

House of Fraser encourages the sale of House of Fraser Gift Cards /

Vouchers by Brand Partners.

2.4.2 Acceptance of Gift Vouchers

The acceptance of Gift and Promotional vouchers issued by Brand Partners is permitted

in exceptional circumstances and under the following rules:

 Any scheme must have prior approval from House of Fraser’s External Business

Controls; and

 Brand Partners must adhere to House of Fraser’s Retail Administration

instructions.

2.5 Working with Brand Partners

2.5.1 Purpose

House of Fraser needs to ensure that all Brand Partners have the requisite skills and

experience and the ability to conduct themselves in an appropriate manner to work within

our business.

2.5.2 Principles

The Working with Brand Partners, Consultants & Agency Workers policy (“the policy”) applies

to all non-House of Fraser employees regardless of status or length of service whilst

working in any House of Fraser premises. The policy sets out the procedures applicable at

pre-placement, during placement and termination of placement stages.

Brand Partner staff are also required to adhere to the terms of House of Fraser’s Code of

Business Conduct and Staff Code of Conduct, copies of which can be requested from

House of Fraser’s HR Department.

2.5.3 Recruitment

The Brand Partner will be entirely responsible for the recruitment of their own employees

inclusive of attraction, sourcing and selection. House of Fraser will allow the Brand Partner

to advertise their vacancies in the back of house areas in store only. If the Brand Partner

requires further recruitment support, the House of Fraser Resourcing team will offer a

chargeable recruitment management service for both permanent and temporary staff.

2.5.4 Meet and Greet Procedure

2.5.4.1 Pre-Placement - Brand Managers and Beauty Staff ONLY

Before consent can be given to allow Brand Managers/Beauty Staff to work in a

House of Fraser location, the individual should attend a meet and greet interview

conducted by a relevant House of Fraser manager.

2.5.4.2 Brand Partners are required to provide copies of the prospective member of staff’s

CVs prior to the interview. The interview will not take place unless a CV is provided.

2.5.4.3 Brand Partners must ask the prospective member of staff whether they have worked

for either House of Fraser in a different location or for any other Brand Partner

operating within House of Fraser and provide this information to the relevant

store/SSC management teams prior to the meet and greet interview.

2.5.4.4 After the interview has taken place, House of Fraser’s management team will decide

whether the individual is suitable for the position. This decision will be communicated

to the individual through their employing company.

2.5.4.5 Under no circumstances should the Brand Partner offer a position prior to a positive

decision being confirmed by House of Fraser.

2.5.4.6 In the event that the individual is unsuitable for the position this will mean that the

individual is not permitted to work in any House of Fraser location. Reasons for

declining include but are not limited to the following:

 Prior dismissal from House of Fraser or other Brand Partner employer.

 Issue of prior Final Written Warnings by House of Fraser or Brand Partner

employer for poor attendance, behavioural issues, under- performance,

misconduct.

 Where a conflict of interest exists, for example family members working on the

same department.

 Where there is a concern that the individual will be unable to drive business

performance based on their previous employment history/skills.

2.5.5 Pre-Placement – Non Management/non Beauty

Meet and Greet interviews are not required for non-management or non-Beauty Brand

Partner staff.

2.5.6 Induction

All Brand Partner staff may only continue to work in store/SSC on condition that they have

attended and completed all relevant induction and training workshops. In the event of

non-attendance or non-co-operation, the Brand Partner will be notified in writing and the

individual will be asked to leave the store/SSC.

2.5.7 During Placement

During placement, Brand Partner, consultant and agency staff will be subject to their

employing company’s policies and procedures. They will, however, be expected to

contribute towards House of Fraser’s Vision, adhere to our Values and business standards.

Where non-adherence is discovered it may be necessary for House of Fraser, or the

employing company to take further action as detailed below.

2.5.8 Procedure - Requests to Remove Staff

2.5.8.1 Where a breach of House of Fraser’s standards has occurred and there is no one

available from the employing company to suspend the individual in person, House

of Fraser reserves the right to verbally request a Brand Partner, consultant or agency

staff member to refrain from working in any House of Fraser location.

2.5.8.2 Until such time that an appropriate individual from the employing company is

available to formally suspend, provide further written details to the individual and

conduct an investigatory/disciplinary meeting, individuals may not attend any House

of Fraser location.

2.5.8.3 The employing company will be informed as soon as is practicably possible in the

event that a Brand Partner is asked to refrain from working in any House of Fraser

location.

2.5.8.4 Permission to work in a company location may be withdrawn in the following

circumstances:

 The individual is dismissed by their employing company.

 The individual’s conduct is conduct that House of Fraser deems to be an

act of gross misconduct.

 Action is taken by the employing company which is deemed to be either

inappropriate or insufficient.

 For any other reason which House of Fraser considers the individual to no

longer be suitable to work in a House of Fraser store or a Store Support Centre.

2.5.8.5 In the event of a suspected serious breach of the Code of Business Conduct and/or

the Staff Code of Conduct and/or the Staff Discount policy and/or Cash Handling

procedures, House of Fraser reserves the right to question Brand Partner, consultant

or agency staff to expedite matters. Such conversations will be witnessed and

recorded in writing.

2.5.8.6 In the event of a breach of any of House of Fraser’s policies and procedures it is

expected that the employing company will undertake all necessary steps to

investigate such matters and to co-operate fully with House of Fraser by sharing the

outcome of those investigations including any disciplinary decisions taken.

2.5.8.7 If the senior manager in store/SSC requests the permanent removal of an individual

the decision will be communicated to the Brand Partner, consultancy or agency in

writing.

2.5.9 Brand Partner Grievances

In the event that a Brand Partner raises a grievance this should be presented to the

individual’s employing company in accordance with the employing company’s own

grievance procedures. House of Fraser’s expectation is that all such grievances will be the

responsibility of and handled by the individual’s employing company. House of Fraser will

conduct any necessary investigations with its own staff where appropriate upon request by

the employing company and will inform the employing company as to the outcome of

those investigations. The employing company will communicate the outcome of any

grievance directly to the individual concerned.

2.6 Time and Attendance

2.6.1 Purpose

The Time & Attendance system endeavours to ensure adequate staffing levels allowing

maximum coverage at all times ensuring the highest standards of customer service. The

system records accurate data of the working hours undertaken so that efficient productivity

can be maintained.

2.6.2 Principles

This applies to all House of Fraser employees as well as Brand Partner employees and

consultants, working within stores, with the exception of security and cleaning staff.

This policy should be read in conjunction with Time and Attendance Procedures which are

available from the in-store HR teams.

Brand Partners have a responsibility to make every effort to ensure their employees attend

work during agreed scheduled / contracted hours. The Time and Attendance system

records daily attendance during each shift, through the use of the COPOS system.

2.6.3 Procedure

An employee should use their COPOS swipe card at a till point to register the start and finish

time of their shift. Staff who experience difficulty in, or fail to swipe at any of the times

outlined, should notify their Sales Manager as soon as possible.

Managers may use their discretion to determine whether or not times should be adjusted

and / or whether further action may be appropriate.

Swipe cards should not be given to colleagues to register time and attendance at work.

If an employee loses or forgets their swipe card they should inform their Sales Manager as

soon as possible so that a replacement card can be issued and attendance can be

manually recorded in the interim.

Sharing User ID and / or swipe cards is considered a serious breach of House of Fraser policy.

In some cases, further action may also be taken by the employing Brand Partner.

2.7 Brand Partner Staff Appearance

2.7.1 Brand Partners and Consultants

Employees of some fashion Brand Partner departments are required to wear stock from

the Brand Partner’s merchandise range. In other instances, Brand Partners and consultants

are required to wear the uniform as supplied by the Brand Partner. Where there is no such

requirement, Brand Partner staff and consultants should adhere to the standards of

business dress detailed below.

2.7.2 Standards of Business Dress

All employees should be well groomed and dressed to reflect a professional image by

wearing appropriate attire and be easily identifiable to our customers. Personal

presentation helps self-confidence, assurance and enthusiasm which will positively impact

on the perceptions our customers have of our stores.

Items not to be worn:

- cropped tops

- logos, excluding brand logos

- Strappy tops

- halter necks

- backless

- plunging necklines

- skirts no shorter than 18 inches

- large splits in skirts

- shorts / combat trousers

This list is not exhaustive and managers can provide guidance for suitability. Black business

dress should be adhered to by staff at all times, including the summer months, although

possibly in a lighter weight fabric. Whereas the main part of the fabric should be black in

colour, black fabric with a pattern or contrast is acceptable.

As House of Fraser has a diverse workforce, we are aware of certain requirements due to

cultural and religious beliefs and employees need to discuss these with their manager.

2.7.3 Name Badge

Everyone working within House of Fraser is provided with a name badge and these are to

be worn at all times for store–based employees.

2.7.4 Footwear

Sensible and appropriate footwear, which should be of neat appearance, is to be worn

at all times. It is not recommended that high heels are worn as they are not suitable for

standing for long periods of time. For Health and Safety reasons, open heel shoes with no

straps or open toed shoes, for example mules, flip-flops and sandals may not be worn on

the shop floor. Trainers may only be worn in relevant areas of House of Fraser.

2.7.5 Hair

Hair should be kept clean and tidy. Brightly excessive colours such as purple, red, etc. are

deemed to be inappropriate.

2.7.6 Jewellery and Accessories

Jewellery and accessories should not be excessive or offensive and employees may be

asked to remove items if they are deemed to be too large or inappropriate.

2.7.7 Body Piercing and Tattoos

Ear, nose and tongue piercings are permitted provided they are not excessive or offensive.

House of Fraser reserves the right to request that inappropriate nose or tongue rings/studs

or earrings are removed. Other facial piercing such as lip, eyebrow and chin should not

be revealed whilst at work. Tattoos should be covered up while on duty and not be visible.

2.8 Payment Terms

2.8.1 Payment is made on the basis of sales recorded and a self-billing invoice is raised by the

House of Fraser weekly.

2.8.2 Sales from the weeks making up the House of Fraser financial month will be remitted to the

Brand Partner.

2.8.3 Payment will be made by BACS and cleared funds will be transferred into the Brand

Partner’s bank account on the third business day after the 15th of the second month

following the end of the trading month. If any of the three business days are bank holidays

then payment will be delayed by the appropriate number of days.

2.8.4 To enable the opening of an account in House of Fraser’s Accounts Payable System, Brand

Partners are requested to complete a New Supplier Account Form and return it to the

External Business Controls Department. Until the form is received and processed an

account cannot be opened, and payments cannot be made.

2.9 Service Charge

All Brand Partners are required to pay a cost per store towards services and

facilities.

This weekly charge per store is fixed centrally on a scale according to the grade of the

store.

The service charges cover the following services:

 Bags and wrapping – mandatory charge

 Energy surcharge – mandatory charge

 Telephone and fax

 Stationery, printing, copying

 Inter-store transfers of goods

 regular postage of correspondence

2.10 Systems

http://www.hofsuppliers.co.uk/info/pdf/implementations_policy.pdf

2.11 Visual Merchandising

2.11.1 Graphics and POS

2.11.1.1 Graphics Policy – Brand Partners

House of Fraser corporate graphics must be supplied and used by all Brand

Partners during all official Sale Periods.

Any use of graphics at all other times must have prior clearance from House of

Fraser’s Print Manager in the Store Support Centre.

2.11.1.2 Sale Graphics

During sale periods, all Brand Partners must adopt House of Fraser’s corporate sale

graphics package.

2.11.1.3 Offer/Reduced graphics

There may be instances where a Brand Partner requests to action reductions and

markdowns outside of House of Fraser’s Sale periods. To do this Brand Partners must

either use HOF signage or submit all POS requests for approval.

2.11.1.5 Prime Trading graphics

During prime trading, i.e. for full price products, Brand Partners have to follow the

style of House of Fraser’s corporate graphics, under the following guidelines:

2.11.1.6 Brand Partner Own Graphics Objective

To achieve a high standard of presentation that is consistent in style with House of

Fraser’s own ticketing.

2.11.1.7 Approval Procedure

All proposed graphics for the Brand Partner departments must be shown for

approval prior to printing and delivery.

The Print Manager in the Store Support Centre can approve the POS.

2.11.1.8 Positioning & Type

 All graphics must be positioned on the relevant product

 Price tickets must be positioned on the left hand side of the fixture in Perspex

holders

 Product information, graphics and promotional tickets should be placed on

the right hand side of the fixtures

 Promotional ticketing on shelving should be positioned on the second shelf

down and in alternate bays

2.11.2 Visual Best Practice

Visual Best Practice is about establishing and maintaining Best Practices for all areas of

visual merchandising, merchandise display, departmental layout and graphics.

Aim – to achieve a balance between the identity of each Brand Partner and the

corporate identity of the store.

Objectives – To establish and agree Best Practice for each Brand Partner. This will be a

mutually agreed model store layout which will provide a consistent image throughout all

stores.

Key guidelines:

2.11.2.1 Layout and fixtures

All Brand Partners will have the plans of their departments approved by Store

Planning.

2.11.2.2 Merchandising

Product grouping and dressing of fixtures to be approved by the relevant Visual

Merchandise manager for each Category.

2.11.2.3 Display, Props and flowers

To be approved by the relevant Visual Merchandise manager for each category.

2.11.2.4 Housekeeping

Basic standards are to be maintained, i.e. fixtures and shelves are to be kept dust

free.

2.11.2.5 Till points

These should be kept clear with limited POS/leaflets etc.

2.11.3 Windows

The store windows are divided equally according to the product mix of both fashion and

home.

It is House of Fraser’s policy, where space permits, to integrate Brand Partners into the

display windows throughout the trading year along with a branded logo decal.

The window calendar may be product specific, depending on the corporate themes and

this is then laid out in the House of Fraser window calendar.

The stores will follow through the themes from the window to in-store display based on the

direction given by the Head of Visual Merchandising for House of Fraser.

2.12 Marketing and Promotions

Brand Partners have the opportunity to be part of House of Fraser’s marketing

campaigns.

There are a number of different marketing tools that are available for Brand

Partners to buy space within and these include:

 Sale brochures;

 Spring and Autumn customer magazines;

 The Christmas Gift Guide; and

 Local PR and events

Rates and exact details will need to be negotiated on an event by event basis with the

marketing department.

Brand Partners can also contact customers via the Recognition programme database, by

funding targeted direct marketing activities on a local or national basis. Costs and timings

can be provided by the Card Services department.

3. Distribution via the Company National Distribution Centre (‘NDC’)

3.1 Introduction

This section provides Brand Partners with an overview of procedures and to make them

aware of the required standards when Brand Partner merchandise is being delivered via

the NDC.

The purpose of this section is to advise the Brand Partner of the delivery criteria required.

By following these guidelines, deliveries will be consistent and will ensure the quality and

safety of the product is maintained during its various process and transit stages.

If there are any points of discussion in this section or there are any further questions relating

to the NDC Brand Partner Scheme, please do not hesitate to contact the NDC Brand

Partner Team on the contact details below.

3.2 NDC Brand Partner Team

For enquiries please contact

 0844 800 3777

 ndc-concessions@hof.co.uk

3.3 Booking Process

3.3.1 A booking can be made verbally with a member of the Brand Partners team

(0844 800 3777), or by e-mail, ndc-concessions@hof.co.uk , with no less than 24hrs

notice.

3.3.2 When making a booking, the following information needs to be

communicated:

- Brand Partner Name / Supplier;

- Approximate date and time of delivery into the NDC;

- Number of Cartons / Sets / Pallets; and

- Name of Carrier (if applicable).

3.4 Loading Process

3.4.1 All deliveries / collections over 20 cartons must be palletized.

3.4.2 All cartons must be palletized on standard pallets measuring 1.0m x 1.2m and the

contents of the pallet must be securely shrunk wrapped.

3.4.3 The maximum carton size is 600 x 360 x 430mm

- BDCMI 600 x 300 x 400mm

- BDCM2 400 x 300 x400

3.4.4 Maximum carton weight should not exceed 25kgs

3.4.5 Stock / Cartons must not overhang the pallet and the total height of the pallet must

not exceed 1.8m or 6ft (this includes the pallet).

3.4.6 All cartons must clearly define the Brand Partner name / Supplier and the store

destination details.

3.4.7 All cartons must be securely taped and all totes must be sealed. The seals can be

the Brand Partner’s preferred choice.

3.4.8 All hanging merchandise must be individually covered by a polythene bag and

sealed at the top and bottom. A further over bag must be applied to sets of

hanging units. Hanging sets must not exceed 10 units.

3.5 Supplier Manifest

3.5.1 Each delivery / collection must have a Supplier manifest which must include the

following information:

 Brand Partner / Supplier name;

 Date of delivery / collection;

 Booking reference;

 Completion of volumes in the columns stated cartons / sets / pallets against each

desired store of destination;

 Total summary, cartons / sets / pallets;

 Sender / Loader to print name & signature;

 Driver (print) name & signature; and

 Vehicle seal number.

3.5.2 A copy of the manifest can be obtained by contacting the NDC Brand Partners

team. (A sample can be seen below on page 21.)

3.5.3 On completion of the vehicle being loaded the sender / loader must print and sign

the Supplier manifest.

3.5.4 Once the sender / loader has signed the Supplier manifest, the driver will add his

name and signature to the document, signing the collection unchecked.

3.5.5 The sender / loader must witness the stock being secured for transit, and then

witness the vehicle being sealed by the means of an electronic encrypted code,

or other secured seal method, this number must then be recorded on the Supplier

manifest.

3.5.6 The sender / loader must then retain a copy of the Supplier manifest and the original

must be forwarded with the delivery driver and Goods.

3.5.7 All stock must be loaded in good condition and must be secured to ensure the

quality and safety of the product is maintained during the transit and process

stages.

3.5.8 The Supplier manifest is the Proof Of Delivery (‘POD’) and the information being

applied to this document must be accurate.

3.5.9 The Supplier manifest is designed to incorporate 3 transit types: cartons, sets, and

pallets. If the sender / loader are forwarding boxed and hanging material, the

Supplier manifest must be completed by stating the volumes under each transit

type.

3.5.10 The NDC operates 2 despatch schedules throughout the year:

 Off Peak – 35 weeks per year

 Peak – 17 weeks per year

3.6 NDC Preparation Process

3.6.1 When the NDC are in receipt of the collection / delivery, the stock will be directed

to the Brand Partners processing area.

3.6.2 The stock will then be checked at carton / set / pallet level against the information

applied to the Supplier manifest by the Brand Partner/ Supplier.

3.6.3 All variances (if any) will be reported within 24hrs of receipt of the delivery /

collection by the NDC Brand Partners team.

3.6.4 All damages (if any) will be reported within 24hrs of receipt of the delivery /

collection by the NDC Brand Partners team.

3.6.5 The stock will then be made available for the despatch process.

3.6.6 A POD will then be raised via the Brand Partner access database to be supplied

with the merchandise for onward delivery to store.

3.6.7 Each individual Brand Partner / Supplier will have their stock flagged as a load

priority. This flagging mechanism will visually supply the loader and the store with

detail as to whom the merchandise refers to.

3.6.8 All Brand Partner related merchandise will be held in a segregated and defined

work area, there will be no cross contamination with House of Fraser related

merchandise.

3.7 NDC Loading Process

3.7.1 Brand Partner merchandise being processed through the NDC is defined as a

business priority.

3.7.2 The loader will collect the POD, check the information refers to the merchandise

being loaded and then load the merchandise onto the vehicle.

3.7.3 The vehicle is then sealed by the means of an electronic encrypted

code.

3.7.4 The POD’s are made available upon request.

3.8 Back of Store unloading process

3.8.1 When the vehicle arrives at the back of store, the Brand Partner merchandise will

be unloaded first and the in-store Brand Partner’s team will be notified of the arrival

of their stock.

3.8.2 The delivery will be confirmed with the attached POD’s and signed accordingly.

3.8.3 All variances (if any) must be reported to the NDC Brand Partner team within 24hrs

of receipt of the delivery.

3.8.4 The Brand Partner stock will then be fast tracked to the sales floor.

NO: STORE NAME NDC USE SETS CRTNS PLTS CAGES NO: STORE NAME NDC USE SETS CRTNS PLTS CAGES

0705 ALTRINCHAM 1528 FRASERS (EDINBURGH)

0460 ALYESBURY 0721 LEAMINGTON SPA

1011 BATH 0730 LEEDS

0830 BELFAST 0723 LEICESTER

0461 BIRKENHEAD 1570 LINCOLN

0720 BIRMINGHAM 0451 LOCH LOMOND

0826 BLUEWATER 0829 MAIDSTONE

1001 BOURNEMOUTH 0701 MANCHESTER

1056 BRISTOL 0706 MEADOWHALL

0804 CAMBERLEY 1543 MIDDLESBROUGH

1020 CARDIFF 0506 MILTON KEYNES

1547 CARLISLE 0466 NORTHAMPTON

0724 CHELTENHAM 0735 NORWICH

0807 CHICHESTER 0728 NOTTINGHAM

0726 CIRENCESTER 1008 OXFORD ST (LONDON)

0810 CITY OF LONDON 1055 PLYMOUTH

0827 CROYDON 0729 READING

1052 CWMBRAN 0502 RICHMOND

1542 DARLINGTON 0725 SHREWSBURY

1569 DONCASTER 0704 SKIPTON

0828 DUNDRUM (DUBLIN) 0467 SOLIHULL

0464 DUDLEY 0468 SUTTON COLDFIELD

0504 EPSOM 0727 SWINDON

1003 EXETER 0469 TELFORD

1560 GATESHEAD (METRO) 0825 THURROCK

1529 GLASGOW 0802 VICTORIA (LONDON)

1549 GRIMSBY 0831 WESTFIELD (WHITE CITY)

0803 GUILDFORD 0470 WOLVERHAMPTON

0733 HIGH WYCOMBE 0471 WORCESTER

0465 HUDDERSFIELD 1097 WEBSTORE

1564 HULL

0450 JENNERS (EDINBURGH) 0 0 0 0

SUPPLIER

Booking Reference:

NDC COLLECTION

SENDER PRINT NAME:

SENDER SIGNATURE:

NDC DRIVER PRINT NAME:

DELIVERY MANIFEST

Date:

NDC DRIVER SIGNATURE:

VEHICLE SEAL REF:

Please provide a actual count of pallet spaces required

in vehicle alongside hangings bars in order to load

Pallet's

Hanging

Bars

4. Direct to Store Deliveries

4.1 Booking in and presentation of deliveries

This option is no longer available as standard for new Brand Partners. Consent for direct to

store deliveries must be obtained from the NDC prior to delivery.

For all approved deliveries directly made to the loading bay of stores:

 The Brand Partner must book in the delivery with each individual store by contacting

the store’s loading bay. This is to ensure the delivery does not arrive at the store at the

same time as any other scheduled vehicles. The Brand Partner must phone the store at

least 24 hrs prior to their delivery.

 The person making the booking must quote the Brand Partner name and number, and

the number of cartons/packs to be delivered.

 Each carton/pack must be clearly marked with

- The Brand Partner’s name and Supplier Account Number;

- The delivery documentation must be fixed to the outside of the cartons using a

window envelope, and must list the number of cartons and selling units; and

- The cartons must be numbered 1 of, 2 of, etc.

Brand Partners should use one of the following nominated carriers to deliver to stores:

 DHL;

 TNT; or

 Parceline.

On arrival at a store:

 The driver’s paperwork will be signed for the number of cartons received; and

 For Brand Partner deliveries specifically, the Brand Partner managers may be

encouraged to sign for their own deliveries to avoid any delivery discrepancies.

If the carrier is going to be delayed for any reason, the store should be contacted to ensure

it is still possible to deliver on that day as some stores have restricted windows in which to

accept deliveries.

4.2 Refusal of deliveries

Deliveries may be refused for one of the following reasons:

 A delivery slot has not been booked with the store;

 The stock was not delivered at the agreed time (unless the store has been previously

notified);

 Packs are damaged within the consignment;

 Cartons are labelled incorrectly.

4.3 Loading Bay restrictions

Brand Partners are encouraged to confirm with each store if any restrictions exist at their

loading bay, e.g. a store is not able to accept a vehicle without a tail lift, to prevent any

issues with unloading vehicles.

4.4 Returns

 Stock is prepared by placing into relevant unit type (set, box, pallet or cage)

 Once the return is prepared, the Concessions Admin team at the NDC must be

contacted requesting a consignment number.

 The return is then passed to the store room or loading bay to be held until the next store

delivery/collection back to the NDC

 If the return is missed off the next delivery, then the Store/Brand Partner must contact

the Concessions Admin team to rearrange the collection on the original consignment

number.

 High value returns must be considered as either a container that holds over £500 at

cost (not retail) price. It is the Brand Partners responsibility to ensure that anything high

value is treated as such.

5 Responsible Sourcing Policy

5.1 Sustainability

Sustainability at House of Fraser means being a “Responsible Retailer”. This is integrated as

a strategic pillar in our business and one of our core values.

The aim of our Responsible Retailer programme is to manage our environmental footprint,

responsibly source and support the communities we engage with whilst maintaining

sustainable growth. Our programme has three action areas – People, Planet and

Community.

As a minimum these action areas are designed to ensure we meet our legal obligations

on sustainability and good industry practice. As a Royal Warrant holder, we also have to

abide by their sustainability guidelines.

Responsible sourcing of products, packaging and services is a key element of our

sustainability programme.

People

This includes:

• The responsible sourcing of products across our supply chain by working with our

suppliers of house brands, own-bought (i.e. wholesale) brands as well as our

concession and service partners;

• Employee engagement in sustainability; such as low carbon travel or volunteering;

and

• Customer engagement on sustainable products and packaging.

Planet

This focuses on the environmental management of our footprint across the whole of our

business including stores, offices, products and supply chain, including:

• Reducing our contribution to climate change by reducing our energy consumption

and greenhouse gas emissions;

• Preventing and reducing consumption of resources, water and waste generation;

and

• Protecting biodiversity.

Community

This includes:

• Giving back through charitable activities by supporting the local communities we

operate in via the House of Fraser Foundation.

• Scaling our efforts by collaborating with our brands, service partners and

concessions as well as sustainability initiatives including Business in the Community -

The Prince’s Responsible Business Network and SEDEX on responsible sourcing.

5.2 Responsibility

It is your responsibility to communicate and implement our Responsible Sourcing Policy

and Responsible Sourcing Code of Conduct within your activities and your supply chain.

You must nominate a senior manager to undertake this responsibility and notify us of the

same. This will be the day to day contact for our Responsible Sourcing team for

communications in both directions as required

5.3 Responsible Sourcing Code of Conduct

 In acknowledging the importance of responsible sourcing and the promotion of fair

and safe working conditions within your supply chain, you must meet or exceed our

Responsible Sourcing Policy and Responsible Sourcing Code of Conduct.

 Our Responsible Sourcing Policy and Responsible Sourcing Code of Conduct

recognises that a supply chain can be complex including diversity of product lines and

the global citizens who produce them. Our intention is to promote high ethical

standards within the supply chain without imposing unachievable conditions.

 In order to keep up-to-date with changes and developments in the environment,

employment conditions and human rights, you acknowledge that we will review our

policies periodically and update them as and when necessary.

5.4 Legal obligations

In line with our Responsible Sourcing Code of Conduct, you will meet your legal obligations

in the following areas as a minimum:

a) Human rights, labour and modern slavery;

b) Health & Safety;

c) Environment; and

d) Animal Welfare

5.4 Due Diligence and Supply Chain Traceability

5.4.1 Mapping and risk assessment of suppliers

5.4.1.1 You agree that we will risk assess your sustainability performance in the following

key areas:

a) Human Rights, Labour and Modern Slavery;

b) Health & Safety;

c) Environment; and

d) Animal Welfare.

5.4.1.2 You must complete our Sustainability Supplier Questionnaire and provide your

audits, compliance certificates and member certifications as necessary. We will

use this to identify your performance against our Responsible Sourcing Code of

Conduct as well as key legal and best practice requirements.

5.4.2 Audit and Monitoring

We reserve the right to audit your sustainability performance via a desk top assessment

and in person.

a) When we conduct a desk top risk assessment, we will look at your audits as made

available by you through SEDEX and your completed Sustainability Questionnaire. You

may utilise industry standard audits (examples include SMETA and BSCI), third party audits,

self-audits.

b) When we conduct person site audits, we will monitor, inspect and assess

implementation and compliance with our Responsible Sourcing Code of Conduct and

the answers you have given in the Sustainability Supplier Questionnaire. This may be

conducted by one of our employees and/or a third party auditor.

5.4.2.1 Own-Bought, Concession and Service suppliers

If you are an own-bought, service supplier or a concession partner then you must meet

the following mandatory criteria:

a) Compliance with relevant legal obligations including, but not limited to, UK Modern

Slavery Act and REACH; and

b) No real fur and no angora rabbit wool.

5.4.2.1.1 You are responsible for auditing, monitoring, implementing and reporting

corrective actions in your supply chains. If required, you must provide us with

test reports, audit reports etc. if requested by us in response to a request from

a customer or governmental body.

5.4.2.1.2 We reserve the right to investigate the answers you have given in audits and

the Sustainability Supplier Questionnaire, if required, to ensure your

compliance with your (our) legal obligations.

5.4.2.1.3 You must maintain audit documentation and evidence to demonstrate

compliance with your sourcing policies. If collected by us, this information

will be held by us in confidence unless a legal obligation requires otherwise,

for example in the case of Modern Slavery Act reporting.

5.4.2.1.4 Where non-compliances are identified, we will agree corrective actions with

you to an agreed deadline. We will expect all non-compliances to have

been dealt with no later than three months after an audit or when otherwise

raised with you unless otherwise agreed in writing. Satisfactory evidence of

non-compliance resolution must be provided by you.

5.5 Training

You are responsible for training your staff and supply partners to ensure our Responsible

Sourcing Code of Conduct is complied with. We will provide advisory supports for our

supply partners to meet our policies as required.

5.6 Collaboration

We encourage our suppliers to collaborate with responsible sourcing initiatives to facilitate

continuous improvement.

5.7 Reporting

5.7.1 We will monitor out Internal KPI’s and adherence to our Responsible Sourcing Code of

Conduct

5.7.2 Progress and any incidents of modern slavery identified are disclosed in our annual reports.

6 Modern Slavery Act

6.1 Without prejudice to its other obligations, the Brand Partner shall:

6.1.1 comply with the Modern Slavery Act 2015 (“MSA”); and

6.1.2 comply with Fraser’s ethics, fair dealing and modern slavery policies as Fraser may

update from time to time.

6.2 The Brand Partner shall not engage, and shall procure each member of its group and their

respective employees, officers, agents, subcontractors and suppliers shall not engage, in

any activity, practice or conduct, or fail to do anything, which would:

6.2.1 constitute an offence under the MSA if such activity, practice or conduct, or failure

was carried out in the UK; and/or

6.2.2 cause Fraser to be in breach of the MSA.

6.3 The Brand Partner shall promptly on demand provide at its own cost such co-operation,

assistance, information and access to premises as Fraser may reasonably request in

connection with Fraser’s obligations under the MSA (including providing prompt, accurate

and complete responses to any questionnaires that Fraser may issue in connection with

the MSA and any follow up questions).

6.4 The Brand Partner shall promptly and in any event within 5 business days on becoming

aware, notify Fraser in writing of any actual, suspected or threatened breach of clauses

6.1 and/or 6.2 and shall at its own cost immediately provide such co-operation, assistance,

information and access to premises as Fraser may reasonably request in connection with

such breach.

6.5 The Brand Partner shall on demand indemnify and keep indemnified, Fraser, its group

companies, employees, officers, agents, subcontractors and suppliers from and against

howsoever arising any and all losses, liabilities pending or threatened suits, proceedings,

actions, damages, claims or demands and any costs, charges or expenses (including

reasonable legal fees) suffered or incurred by Fraser, its group companies, employees,

officers, agents, subcontractors and suppliers arising out of or in connection with breach

of clauses 6.1, 6.2, 6.3 and/or 6.4.

6.6 Fraser may terminate the Concession Agreement with immediate effect on written notice

for a Brand Partners breach of clauses 6.1, 6.2, 6.3 and/or 6.4

7 Contact Details

House of Fraser (Stores) Ltd

Store Support Centre

27 Baker Street

London

W1U 8AH

Tel: 0207 003 4000

HoF Accounting Services

House of Fraser

Accounting Services

Granite House, 4th Floor

31 Stockwell Street

Glasgow

G1 4RZ

Tel: 0141 553 4900

NDC Wellingborough

House of Fraser

Park Farm Industrial

Estate

Shaw Close

Wellingborough

NN8 6BN

Tel: 0844 8003777

Brand Partner Bookings

Tel: 01933 331026

ndc-concessions@hof.co.uk

Supplier Compliance Team

House of Fraser

Park Farm Industrial

Estate

Shaw Close

Wellingborough

NN8 6BN

Tel: 0844 8003777

ndc-compliance@hof.co.uk

External Business Controls

Team

Store Support Centre

27 Baker Street

London

W1U 8AH

Tel: 0207 003 4000

EBC@hof.co.uk

7.1 House of Fraser Stores List

The full House of Fraser store list is available at www.hofsuppliers.co.uk/info

If the store phone numbers are required they can be found at

www.houseoffraser.co.uk

5 NDC 3 SM Concession Manual

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