FAQS for harrods.com
- Contact Us
How can I contact the harrods.com Customer Services team?
The harrods.com Customer Services Team opening hours are:
Monday to Friday: 8:00am - 6:00pm
Saturday: 9:00am - 5:00pm
Sunday: 10:00am - 4:00pm.
Call +44 203 626 7020 from your mobile and internationally, or 0333 300 1000* from a UK Landline. Alternatively, please call the store direct on +44 207 730 1234.
*National rates for UK landlines and mobiles apply. As some mobile and other network call charges may vary, please refer to your service provider for more details.
The contact email address for harrods.com is firstname.lastname@example.org
- Shopping at 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 at 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 at harrods.com, simply call the harrods.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 from a UK Landline for further information. Alternatively, please call the store direct on +44 207 730 1234.
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. For more information, please call the harrods.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 from a UK Landline. Alternatively, please call the store direct on +44 207 730 1234.
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 as we offer a guest checkout service. 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/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.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 from a UK Landline. Lines are open Monday to Friday 8:00am - 6:00pm. We are closed on weekends and 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 email@example.com or call the harrods.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 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 in-store. 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.
- 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 and PayPal. Unfortunately, we are unable to accept payment by cash or cheque for online orders. You can find additional Terms and Conditions for PayPal payments at www.paypal.co.uk. (Harrods.com is not responsible for the content of external websites). 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 I be charged?
Payment is not taken until goods are dispatched.
When an order is placed, we request a 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?
Harrods.com is unable to make any amendments to an order once it has been placed. If an amendment does need to be made, the only option available is to cancel the order.
However, to do this you must notify us within 30 minutes of your order being placed. Please have the order number to hand. After this time we are unable to amend your order as we endeavor to process orders immediately.
Therefore, we would request that you return the goods once they have been delivered. 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.
To cancel your order placed online or over the telephone, please contact the harrods.com Customer Services Team by:
Please click here for further information and to see our terms and conditions.
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 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
- - Croatia
- - Czech Republic
- - Denmark
- - Estonia
- - Finland
- - France
- - Germany
- - Gibraltar
- - Greece
- - Guernsey
- - Hungary
- - Iceland
- - Ireland
- - Italy
- - Jersey
- - Latvia
- - Liechtenstein
- - Lithuania
- - Luxembourg
- - Malta
- - Netherlands
- - Norway
- - Poland
- - Portugal
- - Romania
- - Slovakia
- - Slovenia
- - Spain
- - Sweden
- - Switzerland
- - Turkey
£20.00 5 - 6 working days North America and Far East 24/7
- - USA
- - Canada
- - Hong Kong
- - Malaysia
- - Taiwan
- - Bermuda
- - Macao
- - Macau
- - Japan
- - Philippines
- - Singapore
- - Thailand
- - China
- - Mexico
£25.00 6 - 10 working days Rest of the World 24/7
- - Australia
- - Bahrain
- - India
- - Israel
- - Jordan
- - Kuwait
- - Lebanon
- - New Zealand
- - Qatar
- - Oman
- - Republic of Korea
- - Saudi Arabia
- - UAE
£25.00 10 - 12 working days
*Excludes Scottish Highlands, certain British islands and selected postcodes throughout the UK.
**For full information on postcode zones, please contact the harrods.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 from a UK Landline.
Unfortunately, we do not currently offer a Same Day delivery service.
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.
- International Shopping
What are the benefits of shopping internationally with harrods.com?
- Shop in any currency you wish
- UK VAT (sales tax) will be removed at checkout
- Local duties and taxes calculated at checkout
- Guaranteed landed costs (no additional charges at delivery)
- For returned items, the price paid at checkout is the same price that will be refunded, regardless of exchange rate movement
- Low international shipping rates
- Clear tracking of your order through the delivery process
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, China, 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, Turkey, 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.
Shopping in my local currency
Through our partnership with Borderfree, Harrods is pleased to provide an enhanced international shopping experience for our customers worldwide, including the ability to shop in the currency of your choice, purchase exclusive of UK VAT (sales tax) and to pre-pay your local duty and taxes at the point of purchase.
We ship to over 60 countries worldwide; with new countries due to launch soon.
What is Borderfree?
Borderfree partners with Harrods to provide a shopping solution that allows harrods.com to present its international shoppers with product prices in the currency of their choice, and a guaranteed price for their order in their chosen delivery country, with all required local duty and taxes already paid.
Borderfree also provides Harrods with the logistics services to ensure your order arrives to you quickly and safely, via our selected courier partners. To learn more about how Borderfree assists Harrods in providing these services you can visit the borderfree.com/pages/uk-terms.
What prices are shown at harrods.com against each item?
For the majority of our products, the price shown against each item on the product pages of our website is the UK price, inclusive of UK VAT (Usales tax). When you request to convert prices to a currency of your choice, these prices are converted to your chosen currency.
If you have chosen to deliver to an international delivery location, UK VAT (sales tax) is only removed from these items in your shopping bag and in checkout. The prices shown on the product pages do still include UK VAT (sales tax), until added to your bag.
For some items, we do add local duty and tax to item prices on the product pages. These items will be clearly marked with the following - (inc. local duty and taxes) - against the item price.
What currencies may I shop in?
We support over 59 currencies. It is easy to select your preferred currency at any point during your visit to harrods.com. Simply click on the icon at the top right of every page on desktop and at the bottom of every page on mobile, which shows the flag and currency currently selected. This will reveal an options box, where you may choose the currency of your choice.
Country Name Australian Dollar Bahraini Dinar Bangladeshi Taka Barbados Dollar Belize Dollar Bolivian Boliviano Brazilian Real British Pound Bulgarian Lev Cambodian Riel Canadian Dollar Cayman Islands Dollar Chilean Peso Chinese Yuan Renminbi Colombian Peso Costa Rican Colón Croatian Kuna Czech Republic Koruna Danish Krone Dominican Peso Country Name Egyptian Pound Euro Honduran Lempira Hong Kong Dollar Hungarian Forint Indian Rupee Indonesian Rupiah Israeli Shekel Jamaican Dollar Japanese Yen Jordanian Dinar Kuwaiti Dinar Maldivian Rufiyaa Mexican Peso New Zealand Dollar Nicaraguan Córdoba Norwegian Krone Omani Rial Pakistani Rupee Panamanian Balboa Country Name Paraguayan Guarani Peruvian Nuevo Sol Philippine Peso Polish Zloty Qatari Riyal Romanian New Leu Russian Ruble Saudi Riyal Singapore Dollar South African Rand South Korean Won Sri Lankan Rupee Swedish Krona Swiss Franc Taiwan Dollar Thai Baht Turkish Lira United Arab Emirates Dirham United States Dollar
For the following countries, orders can only be placed in GBP £ Sterling: Andorra, San Marino, Lebanon and Malaysia.
How do I place an order?
If you would like to place an order using your preferred currency and to check if we deliver to your destination, click here.
If you need assistance with your order you may contact the Customer Loyalty Team on +44 203 626 7020 from your mobile and internationally, 0333 300 1000 from a UK Landline or email firstname.lastname@example.org. Unfortunately, we are currently unable to offer currency conversion and duty/tax paid services for orders placed directly with our Customer Loyalty Team. These services are available for orders placed directly at harrods.com only.
How much does international delivery cost?
Deliveries within the EU cost £20.
Deliveries to the Rest of the World cost £25.
Please note: delivery charges for Harrods Christmas hampers vary dependent on the hamper. These charges can be reviewed during checkout.
What payment options do I have for international shopping?
Currently, you may purchase items with the following:
- Visa Debit /Delta
- Maestro UK and International
- American Express
More options will be added soon.
The payment method accepted may vary depending on the currency in which you wish to pay or the destination country for delivery.
Our international currency/duty/tax service does not currently support the use of Harrods Gift Cards for purchasing international delivery orders.
Gift Cards may be used as payment for any orders being delivered to the UK and being paid for in GBP £ Sterling.
If you would like to use a Harrods Gift Card for payment, for an order that you would like delivered internationally, please contact the Customer Loyalty Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 from a UK Landline. Alternatively email email@example.com, for assistance.
How do I change my currency while placing an order?
To change your currency, click on the flag icon and select your preferred currency and delivery destination. You are able to change your currency and delivery destination throughout the checkout process.
May I place an international order to ship to multiple addresses?
We do not currently support multiple address deliveries for international orders placed directly at harrods.com. You will need to place separate orders for each address you wish to deliver to.
If you would like to place an order that consists of multiple international delivery addresses, please contact the Customer Loyalty Team on +44 203 626 7020 from your mobile and internationally, 0333 300 1000 from a UK Landline or email firstname.lastname@example.org, for assistance.
May I enclose a gift message card?
We do not currently support gift messaging for international orders.
How do I find out the total cost of my order?
Either visit your shopping bag page (click on the 'Your Bag' icon at the top right of any page and select 'View Your Bag') or open your order details summary on any page within checkout.
All items in your order will be displayed in your preferred currency.
Your order summary at the bottom of the page will show you the value of UK VAT (sales tax) that has been removed from the cost of your order and then, all applicable local duty and taxes added by the customs authorities in your chosen delivery destination country.
The value shown represents the guaranteed price you will pay, with no additional charges on delivery. We also guarantee the exchange rate for the currency in which you made your purchase, so that if you return any items, you will have the same value refunded.
Are there any additional costs due upon receipt of my order?
No. The order total presented at checkout is the exact amount you will be charged. This includes all local duties, taxes and shipping charges.
May I pay in GBP £ Sterling but ship internationally?
You may ship your order to any supported international delivery destination and pay in GBP £ Sterling.
How are duty and taxes charged on international orders?
Duty (or customs tariffs) is set by the delivery destination country's customs authorities. These duties are determined based on a combination of the country of origin of your goods, where they were made and the classification of the merchandise by the custom authorities of the countries we deliver to. Local sales taxes are calculated based on the rates set by the delivery country's revenue authorities.
You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your Harrods order within checkout.
Are there any products excluded from international delivery?
Items that cannot be exported from the UK are marked on the harrods.com website with a UK Delivery Only symbol. On the rare occasion, particular countries do not allow the import of certain items which are exportable but are simply not accepted for import by the specific country. Any items affected by this will be flagged to you when you choose your delivery destination in checkout.
Christmas hampers may be delivered internationally, but may only be purchased in GBP £ Sterling.
May I purchase a Harrods Gift Card and deliver to an international address?
Yes, and you may pay for the Harrods Gift Card in the currency of your choice. However, please note that the value of Harrods Gift Cards will always be in GBP £ Sterling, irrespective of the currency in which you paid for them.
May I use a Harrods Gift Card as payment?
Harrods Gift Cards may be used to make purchases in our Knightsbridge store and at harrods.com, but only as payment for UK delivery orders.
We do not currently support the use of Harrods Gift Cards for international delivery orders placed at harrods.com. Should you wish to use a Harrods Gift Card for an order that you would like delivered to an international address, please contact the Customer Loyalty Team on +44 203 626 7020 from your mobile and internationally, 0333 300 1000 from a UK Landline or email email@example.com, for assistance.
As the value of Harrods Gift Cards are always in GBP £ Sterling, it is only possible to pay for items in GBP £ Sterling using a Harrods Gift Card
May I order a Harrods Gift Card and other items on the same order?
Yes, but please note Gift Cards will be dispatched separately to the other items in your order.
Are there any products which cannot be exported?
A small range of merchandise cannot be exported for customs and safety issues:
- Wood products
- Perishable items
- Beauty products
There may also be specific exclusions relating to individual items or restrictions on certain items dependent on the country of export/brand
How can I track my international order?
Once your order has been dispatched from the UK, a tracking email will be sent to you, which includes the tracking number and carrier details for the shipment.
To track your order, please follow this link: shop.borderfree.com/tracking
For certain countries the carrier will require additional identification information, please click here for more information.
Who should I contact if I have questions relating to my order after I have made a purchase?
For any support with your order with Harrods please contact the Customer Loyalty Team on +44 203 626 7020 from your mobile and internationally, 0333 300 1000 from a UK Landline or email firstname.lastname@example.org.
Why is Borderfree charging my card for my order, not Harrods?
Borderfree partners with Harrods to provide the international services of currency conversion, local duty and tax paid prices and executes the delivery of our goods, via our chosen courier partners. In effect, we sell the goods in your order to Borderfree, who then sell them to you. This has no impact on the price of your goods or the cost of delivery that you are charged, which would be exactly the same if you were purchasing directly from Harrods.
What will show on my bank/credit card statement?
Your chosen payment card will be charged by Borderfree Ltd and your statement will read 'BF*Harrods Ltd'.
When will I be charged for my order?
You will be charged when your goods are dispatched from the UK by Borderfree.
May I call the Customer Loyalty Team to place an order in the currency of my choice?
Our Customer Loyalty Team can place international delivery orders for you, but you will not be able to pay in your preferred currency or have your local duty and taxes included in the order total. UK VAT (sales tax) will be removed from the order value. We are currently only able to place orders via harrods.com Customer Loyalty in GBP £ Sterling.
May I change or cancel my international order after it has been placed?
Unfortunately, amendments cannot be made to an order once it has been placed. If you would like to cancel your order you can contact the Customer Loyalty Team on +44 203 626 7020 from your mobile and internationally, 0333 300 1000 from a UK Landline or email email@example.com, for assistance.
What is your returns policy for international orders?
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
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, as harrods.com does not offer free international returns. We regret that we cannot be held responsible for returned goods that weren't delivered.
Once your return has been processed, a refund can take up to 14 working days.
If I return an item and the exchange rate has changed, will I be affected?
No, the price that you pay in checkout is the same price that will be refunded back to you.
May I return my purchase to the Harrods store?
Unfortunately, international orders may not be directly returned to the Harrods store.
May I return a gift I received?
Yes. International gift recipients may return merchandise received as gifts. Please note: when returning a gift, the refund amount will be credited back to the original purchaser of the items, not the recipient.
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.
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
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, as harrods.com do not offer free international returns. 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 Second 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 5-7 days upon receipt. Once a refund has been processed, the amount may not appear on your credit card or bank statement for 5 to 7 working days, depending on your issuing bank.
Can I arrange a collection?
Yes, we can arrange a collection under suitable circumstances. Please contact the harrods.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 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.com Customer Services Team on +44 203 626 7020 from your mobile and internationally, or 0333 300 1000 from a UK Landline.
Alternatively, email us at firstname.lastname@example.org. When sending an email, please send in an image of the damaged item along with your order number. We endeavor to reply back to all customers within 24 hours.
Do you offer an exchange service?
We do not offer an exchange service for any returned items. All returned items will be refunded once a mandatory returns investigation has been completed.
- 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.