FAQS for harrods.com

Contact Us

How can I contact the Harrods Direct Customer Care Team?

The Harrods Direct Customer Care Centre opening hours are Monday to Friday 8:00am - 6:00pm. Call +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline.

Shopping on harrods.com

How do I search for a product?

Finding what you need at harrods.com couldn't be easier. Simply enter the product code (if you have it) or name into the quick search function at the top of each page.

Information about our Knightsbridge store including restaurant menus, opening hours, parking details and contact numbers can be found in our Visiting the Store section at the bottom of each page. You'll also find all of our Customer Service information in the Contact Us section, at the bottom of each page.

I've seen something in-store but it's not online. How can I find it?

Our range of products on harrods.com is a select range of the merchandise available in our Knightsbridge store. If you have seen something in-store but can't find it on harrods.com, simply call the Harrods Direct Customer Care Team on +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline for further information.

I've seen something on harrods.com but it's no longer available. How can I find it?

Try using our quick search function at the top of each page to locate your product. If the product is no longer available on harrods.com it may be that product is no longer in stock. Call our call Harrods Direct Customer Care Team on +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline for further information.

Do I need to register with harrods.com in order to place an order?

You do not need to register with harrods.com to make a purchase from our site. However, there are many benefits of becoming a registered harrods.com customer, including faster checkout and weekly emails with updates, offers and promotions.

How can I register with harrods.com?

To register for a harrods.com account, please select the 'Register' option on the top of the homepage, or simply click here.

How do I login / sign out to my harrods.com account?

If you wish to log in to your account select the 'Sign In' option at the top of the homepage and enter your username and password when prompted. To sign out of your account, please select the 'Sign Out' option at the top of the homepage.

How can I change my personal details?

Simply log in to your harrods.com account and select 'Change Personal Details'.

What should I do if I have forgotten my password?

You can request that we reset your password and send you a new one. This option is available on the 'Sign In' page.

If you can't remember which email address you registered with or still have problems signing in to your account, then please contact the Harrods Direct Customer Care Team on +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline. Lines are open Monday to Friday 8.00am - 6.00pm and closed on Saturday and Sunday (closed on bank holidays).

Can you take me off your mailing list?

If you wish to unsubscribe from our mailing list please login to your harrods.com account, select 'Communication Preferences' within account details and un-tick 'Latest updates on special offers, events, products and services'. Alternatively, please either email harrodsdirect@harrods.com or call the Harrods Direct Customer Care Team on +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline.

How do I receive Harrods Rewards points and information?

To receive Harrods Rewards points on purchases and receive the monthly Harrods magazine, you will need to become a member of the Harrods Rewards programme. The Harrods Rewards card is not a store card or a credit card, it is our way of showing our appreciation for your custom by giving you points every time you shop. You will earn points for every pound you spend, no matter how you choose to pay. We will then convert those points into a cash balance that you can spend at Harrods. For every 500 points you have earned you will receive £5 to spend on whatever you choose. Please note that Harrods Rewards points cannot currently be redeemed online. For further information or to apply for a Harrods Rewards Card please use the following link www.harrods.com/rewards, or call our Rewards team directly on +44 20 7893 8408 (UK only) or +44 20 7893 8408 (outside UK).

Payment Methods

How can I choose to pay on harrods.com?

The following payment methods are accepted on harrods.com: American Express, Visa, Visa Debit/Delta, MasterCard, JCB, Maestro UK and Maestro International. Unfortunately, we are unable to accept payment by cash or cheque for online orders. Please note that American Express will seek authorisation directly from the cardholder before authorising us to deliver orders to an address other than the billing address.

All prices on harrods.com are in pounds sterling (£) and include VAT where applicable.

When will my card be charged?

Payment is not taken until goods are dispatched.

Please be advised that when an order is placed, we request pre-authorisation for the value of the order from your bank/card issuer to ensure that the funds are available. However, this remains simply a pre-authorisation request until the order is shipped, at which point we actually take payment.

We have found that some card companies show the initial request and the later charge as two separate entries, please be assured that we only charge your card once and that any 'second' charge is only temporary and will shortly disappear.

If you have any further queries, please contact your bank/card issuer.

Your Order

How do I know if my order has been received?

After placing an order with harrods.com you will be sent an email to acknowledge that we have received your order.

How do I track my order?

You are able to track your parcel online by simply clicking the link shown on your confirmation of dispatch email or alternatively by logging on to your harrods.com account and selecting 'Order History'.

How do I cancel/change an order?

If you wish to cancel your order placed online or over the telephone, please contact our Harrods Direct Customer Care Team by:

  • Calling 0845 605 1234 (Landline / UK only/local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details) or on +44 20 8479 5100 (Mobile/International). Lines are open Monday to Friday 8.00am - 6.00pm and closed on Saturday and Sunday (closed on bank holidays).
  • Forwarding your acknowledgement email to us at harrodsdirect@harrods.com stating your intention to cancel the order.
  • Or writing to:
    Harrods Direct Customer Care
    Harrods Limited
    Admail 1234 (Freepost)
    London SW1A 2XX
  • Alternatively, you may cancel your order by returning the goods along with the completed Returns Form in-store within 14 days of receipt.

It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. If your order has already been dispatched, please return the order following the instructions contained within the parcel. Please note that your right to return goods does not apply to certain products.

In order to change the details of your order, you must notify us within 30 minutes of your order being placed. Please have the order number and date the order was placed to hand. After this time we are unable to amend your order as we endeavour to process orders immediately. Therefore we would request that you return the goods once they have been delivered.

Please click here for further information and to see our terms and conditions.

Delivery

Delivery options and destinations

Harrods offers a range of delivery options to suit your needs. All deliveries will require a signature.

Delivery Service Availability Area Charges Delivered
Standard 24/7 Mainland UK* £5.95 3-5 working days
Next Day Delivery

Monday to Friday on all orders placed before 1pm

(Orders placed after this time will be dispatched within 2 working days)

Mainland UK, Please see below chart for exempt postcodes £12.00

1 working day

Saturday Delivery Monday to Friday on all orders placed before 1pm Friday.

(Orders placed after 1pm on a Friday will be dispatched the next Saturday)
UK Zones 1** £15.95 Saturday
Europe 24/7
  • - Austria
  • - Belgium
  • - Bulgaria
  • - Cyprus
  • - Czech Republic
  • - Denmark
  • - Estonia
  • - Finland
  • - France
  • - Germany
  • - Gibraltar
  • - Greece
  • - Guernsey
  • - Hungary
  • - Ireland
  • - Italy
  • - Jersey
  • - Latvia
  • - Liechtenstein
  • - Lithuania
  • - Luxembourg
  • - Malta
  • - Netherlands
  • - Norway
  • - Poland
  • - Portugal
  • - Romania
  • - Slovakia
  • - Slovenia
  • - Spain
  • - Sweden
  • - Switzerland
£20.00 5 - 6 working days
North America and Far East 24/7
  • - USA
  • - Canada
  • - Hong Kong
  • - Malaysia
  • - Japan
  • - Singapore
  • - Thailand
£25.00 6 - 10 working days
Rest of the World 24/7
  • - Australia
  • - Bahrain
  • - India
  • - Israel
  • - New Zealand
  • - Qatar
  • - Saudi Arabia
  • - UAE
£25.00 10 - 12 working day

*Excludes Scottish Highlands, certain British islands and selected postcodes throughout the UK.
**For full information on postcode zones, please contact the Harrods Direct Customer Care Team on 0845 605 1234 .

Unfortunately we do not offer a Same Day delivery service at this time.

For more information, please see our Delivery and Returns section.

For our International delivery options please see here.

Can I change the delivery address?

Unfortunately we are unable to amend delivery details once your order has been placed. It is therefore very important that you check all the order details are correct before completing your transaction.

What happens if I am not in when the parcel arrives?

For UK orders, if our couriers are unable to obtain a signature they will attempt one further delivery at a later date. If this delivery attempt is also unsuccessful, a calling card will be left and your parcel will be returned to your local carriers depot.

Do you telephone the recipient prior to delivery?

We do not normally ring our customers before a package is delivered. However, we are able to notify recipients via email that their goods have been dispatched. Please enter the recipient's email address when prompted during the checkout process if you wish to use this service.

International Shopping/VAT

Will I be charged VAT?

For export of items outside the European Union, the current VAT (value added tax) rate will be deducted at the time of goods dispatch where applicable.

Will I incur import duties?

harrods.com cannot be held liable for any import duties payable on orders made and recommends that all customers make themselves aware of such local charges before ordering. harrods.com can also not be held liable should local customs officials decide to hold or confiscate items for any reason.

Which countries do you export to?

We are able to deliver to the following overseas destinations:

Australia (non-food items only), Austria, Bahrain, Belgium, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Hong Kong, India, Ireland, Israel, Italy, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Malaysia, Netherlands, New Zealand (non-food items only), Norway, Poland, Portugal, Qatar, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Thailand, United Arab Emirates and the United States of America.

We regret that we do not deliver alcohol or perishable items which are contained in some of our Hampers and Gift boxes outside mainland UK.

Are there any products which cannot be exported?

A small range of merchandise cannot be exported for customs and safety issues:

  • Alcohol
  • Knives
  • Fragrance
  • Wood products
  • Perishable items
Returns

What is the harrods.com returns policy?

Unwanted goods may be returned for a refund. Please return them in their original condition, unused (with their original packaging), with all labels and garment tags still attached within 14 days of receipt of your goods using the Returns Form provided. The following items may not be returned:

  • Personalised items or goods which have been made to a customer's specification
  • Perishable goods including food and certain hampers
  • For reasons of hygiene we do not accept the return of: any beauty product or fragrances; ladies' and men's briefs, swimming costumes and bikini bottoms, unless the protective adhesive strip is still in place or the item is unsoiled and in a saleable condition; hosiery, unless unopened and in its original packaging; pierced earrings.
  • Mattresses, divans (where they come as part of a set with a mattress), duvets, mattress toppers/protectors or pillows.

Please ensure you return you return the goods to us in their original packaging as the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily. Please see our terms and conditions for our full returns policy.

How do I return something for an exchange or refund?

You do not need to inform us if you wish to return your goods. Simply complete the returns form which can be located within your parcel, secure the parcel and return it to the following address:

Harrods Direct Customer Returns
TVDC – Harrods
Mill Lane
Thatcham
Berkshire
RG19 4AL

For UK orders:

harrods.com offers free returns on all UK mainland deliveries. To return unsuitable purchases simply apply the pre-paid label which is included inside your parcel to the front of your package and take your parcel along to your local Post Office. Please retain your receipt from the Post Office as this is your proof of delivery.

For International orders:

We strongly recommend that you use registered post, recorded delivery or another secure method of delivery, retaining the receipt until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods. Please refer to our terms and conditions for a list of non-returnable items.

If I order over the telephone but need to return something, can I take it back in-store for a refund or exchange?

Goods ordered by telephone may also be returned to our Concierge department which is located on the Lower Ground Floor within our Knightsbridge store. Please be advised that we can only offer a store credit for items returned this way.

How long does a return take?

We aim to process your returned parcel within 48 hours upon receipt. Although we may process your refund within 48 hours, the amount may not appear on your credit card or bank statement for 5 to 7 working days, depending on how quickly your credit card company or bank do this for you.

Can I arrange a collection?

Yes we can arrange a collection under suitable circumstances. Please contact the Harrods Direct Customer Care Team on +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline to discuss this with a member of our team.

Can I return Sale goods?

Sale items may be returned subject to the normal returns policy. Please click here for terms and conditions.

My order is incomplete or items are damaged, what should I do?

In the unlikely event of this being the case, please return the goods to us using the returns form enclosed with your parcel or alternatively contact the Harrods Direct Customer Care Team on +44 20 8479 5100 from your mobile and internationally, or 0845 605 1234 from a UK Landline. Lines are open Monday to Friday 8.00am - 6.00pm and closed on Saturday and Sunday.

Secure Shopping

How do I know your website is secure?

Ensuring harrods.com is as secure as possible is of the utmost importance to us. Our site uses software to provide high level SSL encryption technology. There are two simple ways to check if a page on our website is secure; firstly a small padlock sign will appear in the bottom bar of your browser and the 'http' will be replaced with 'https' at the front of harrods.com in the browser address window.

Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot guarantee over the security of the information you provide over the internet and as such we cannot be held responsible for it.

Please note that email correspondence is free-format text and cannot be encrypted; therefore it is not a secure means of communication. We will never contact you by email to ask you to send or confirm any of your personal details If we need any information of this nature we will only contact you by telephone.

Never send any sensitive information, such as passwords or credit card information, via email. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. To ensure shopping at harrods.com is as safe as possible, we operate 3D Secure - a credit and debit card authentication process operated in partnership with your card issuer. Think of 3D Secure as 'chip and pin' for online shopping. Here's what you can expect:

  • To complete your order, you will be briefly redirected to a secure screen hosted by your card issuer.
  • If you have previously paid using 3D Secure, enter your 3D Secure password to complete your order.
  • If this is the first time you have used 3D Secure you will be asked to complete a quick, simple registration process to complete your order.
  • Once your identity has been confirmed, your order will be approved and you will automatically return to harrods.com.

For more information please visit http://www.shopsafeonline.org.uk

Will you pass my information on to other companies?

Your privacy is of the utmost importance to us. Your personal details will only be used by Harrods and our carefully selected third party partners to ensure we deliver an excellent service to you, to process and deliver your order and maintain your account with us. We do not sell or pass your details on for any other purpose.

How do you notify me of any changes to your security and privacy policy?

Any changes we make to our security and privacy policy in the future will be updated in our terms and conditions.