- Contact Us
-
- How can I contact the Harrods Direct Customer Care
Team?
The Harrods Direct Customer Care Centre opening hours are Monday
to Friday, 9am - 5pm. Call 0845 605 1234 (UK only) or +44 (0) 20
8479 5100 (outside UK).
- 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 0845 605 1234 (UK only) or +44 (0) 20 8479 5100
(outside UK) 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 0845 605 1234 (UK only) or +44 (0) 20 8479
5100 (outside UK) 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 0845 6051234 (UK only) or +44(0)208 479 5100 (outside UK).
Lines open 9am - 5pm, Monday to Friday (closed Saturdays, Sundays
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 harrodsdirect@harrods.com or
call the Harrods Direct Customer Care Team on 0845 605 1234 (UK
only), +44(0)208 479 5100 (outside UK).
- 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 020 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, cheque or Harrods Gift Cards 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.
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 (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 (0)20
8479 5100 (outside UK). Lines are open Monday to Friday 9.00am -
5.00pm (GMT) (closed Saturdays, Sundays and 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
-
harrods.com delivers throughout the UK and to the following
overseas destinations:
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, 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.
- What delivery options are available on
harrods.com?
Our UK delivery options are as follows:
Standard delivery costs £5.95 and will be delivered in 3-5
days.
Next day delivery (Monday - Friday excluding footwear) costs £12
and will be delivered the next working day.*
*we are able to offer express delivery, subject
to payment authorisation, to certain U.K postcodes for orders
placed before 1pm, (Monday - Friday). Orders placed after 1pm on
Friday and during the sale period, will be delivered in 2 - 3
days.
Saturday delivery (Monday - Friday excluding footwear) costs
£15.95 and will be delivered the next Saturday.**
**we are able to offer Saturday delivery,
subject to payment authorisation, to certain U.K postcodes for
orders placed before 1pm, (Monday - Friday). Orders placed after
1pm on a Friday will be dispatched the next Saturday.
Unfortunately we do not offer a Same Day delivery service at
this time.
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
-
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, 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
- Gift cards
- Hampers, food and perishable goods
- For reasons of hygiene we do not accept the return of all
beauty items including cosmetics, fragrances, hair accessories,
swimwear, lingerie/nightwear/men's underwear, hosiery,
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
Trevor Square
Off Lancelot Place
London
SW7 1DT
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 0845 605 1234 (UK only) or +44 (0) 20 8479
5100 (outside UK) to discuss this with a member of our team.
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 0845 605 1234 (UK only) or +44 (0) 20
8479 5100 (outside UK), open Monday to Friday 9am - 5pm.
- 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.
- Christmas Delivery
- In order to ensure your delivery is made before Sunday 25th
December 2011, please read these key deadline dates for Christmas
Delivery.
Delivery Options
|
Last Order Dates
|
The Middle East, Russia, USA, Canada, Australia
and rest of the world
|
Friday 9th December 2011
|
|
Europe
|
Wednesday 14th December 2011
|
| UK |
Friday 16th December 2011
|
| UK Saturday Delivery |
Before 1pm on Friday 16th December for delivery on Saturday
17th December 2011
|
| UK Next Day Delivery |
Wednesday 21st December 2011
|