Harrods Terms and Policies

The types of personal information that we collect depends on how you choose to interact with us and can include the following:

• Title

• Name

• Email address

• Delivery address(es)

• Billing address

• Date of Birth

• Phone number(s)

• Purchase history

• Interactions with us such as contacting our Customer Service team, or using one of our instore services e.g. The Tailors

• Payment details

• Attendance at events

• Survey completion

• Appointment or reservation bookings and information given during attendance including sensitive personal information such as health information and dietary requirements

• Images of you

• Lifestyle information such as your interests and hobbies to provide you with a bespoke personal shopping experience. This may include more sensitive personal information such as health information or religious beliefs.

• For specific services or to comply with anti-money laundering obligations we will need to collect proof of ID including passport and/or driving licence

• For you to collect items at airports we will need to know your flight time/s

• If you visit in person, the route you have taken around our store

• If you use our car park, your vehicle's numberplate

Information provided via cookies and similar technologies either on our website, by interacting with our emails or via Harrods App (please visit our Cookie Policy to find out more).

We only collect personal information of children in relation to the Mini Harrods programme and Mini Harrods events. In the event that we learn that we have collected personal information from anyone under the age of 13 without parental consent, we will delete it.

You provide us with your information directly when you interact with us through:

• Visiting our store or our website

• Making a purchase in person or online

• Joining our Rewards programme

• Using the Harrods app

• Contacting us via phone, email, post or via social media

• Making a restaurant reservation; and/or

• Registering for a competition, service or event

• Submitting your information to allow anti-money laundering checks to take place before a purchase

• Cookies and similar technologies on our website, within the Harrods App and within our emails. To find out more about our cookie policy click here.

If you contact Harrods by phone, your call may be recorded for quality, training, security and regulatory purposes.

If you contact Harrods via any messaging or social media channels such as WhatsApp, Facebook and Instagram, your personal information will be handled in accordance with their Privacy Policies which can be found by visiting their websites.

To ensure that the information that we hold about you is accurate, we instruct Loqate to validate your contact details. Loqate uses publicly available databases and the national change of address register to update our records.

If you are part of our Rewards Programme and your spending history with us suggests that you have the capacity to take advantage of more products and services from us, we gather publicly available information about you to help us establish whether you have the potential to increase your spending with us. Where this is confirmed, we will send you marketing which is tailored to you. We also compare personal information given to each of our Group Companies in order to identify customers who engage with multiple Harrods businesses'.

In the unfortunate instance that you raise a complaint with us which relates to products or services provided by a third-party brand partner operating in our store or on our website, we will share your information with the brand in the interests of resolving the complaint.

We are committed to providing you with a luxury experience when you choose to interact with us. The security of your personal information is a fundamental element of this service to you.

We use appropriate security measures to protect it against any loss, destruction or unauthorised use including the use of encryption and pseudonymisation techniques.

All third parties that interact with your personal data on our behalf must undergo a regular information security assessment to ensure that they apply the same rigorous protection that we do. Where these third parties are located outside of the UK and are not based within a country deemed to offer an adequate level of protection by the Information Commissioner, we also require them to enter into an international data transfer agreement to legally bind them into providing an adequate level of protection.

Whilst we apply stringent security controls to your personal information, unfortunately we recognise that the internet is not a secure environment. As such, we do not send any sensitive information, such as passwords or credit card information, via email, or messaging services e.g.: SMS, WhatsApp.

The easiest way to contact us about your personal information is to email: [email protected]. Our Customer Service team can help you with the following:

• Access to your personal information (subject access request). You can ask to see a copy of the personal information that we hold about you.

• Deletion of your personal information

• Amendment of inaccurate or incomplete information that we hold about you

• Restriction of how we are using your personal information

• Transfer of your electronically held personal information to another organisation or directly to you (the right of portability)

• To ask us to stop using your personal information at any time

• Ask us to review any automatic decisions made using your personal information

• Where we have relied on your consent to use your personal information e.g. for marketing purposes, you can withdraw consent at any time.

The easiest way to manage your communication preferences is by creating an account on our website and logging in to the Preference Centre. Alternatively, you can contact our Customer Service team ([email protected]).

The preference centre gives you the choice to provide or withdraw your consent to email, telephone, post and SMS marketing messages. You can also give us an indication of the topics that you are most interested in by selecting different interests. Whilst we try to send you marketing messages that are most relevant to your interests, the marketing messages that you receive may not always include the interests that you have selected. Similarly, we are not always able to exclude the interests that you have not selected. To understand more about the criteria, we use to determine which marketing communications you receive, please contact our Customer Service team.

You can also unsubscribe from individual email or SMS marketing communications via the 'Unsubscribe' or 'STOP' action contained in our marketing communications. It can take up to four weeks for your preferences to be registered on our system, so you may still receive communications from us during this period.

It is important to us that we only contact you with marketing messages if we are confident that you want to receive them. To make sure you are still happy to receive marketing messages from us, we will periodically notify you of your right to manage your marketing preferences (or ask you to re-subscribe) depending on the type or level of interactions and engagement that you have had with Harrods:

• If you have not updated your marketing preferences in the two years since we last obtained your consent (or been notified of your right to manage your marketing preferences), but have made a purchase or attended an event during that two year period, or engaged with our marketing emails in the 6 months prior to that two year period expiring, we will send you a reminder of your right to opt-out of marketing communications. If you do not opt-out, we will continue to communicate with you in the same way until a further two years has passed and we remind you again, you indicate otherwise, or until your account is deleted.

• If you have not updated your marketing preferences, made a purchase or attended an event in the two years since we last obtained consent and if you have not engaged with our marketing emails in the 6 months prior to that two year period expiring we will ask you to re-subscribe to continue to receive marketing communications from us. If you do not re-subscribe, we will stop sending you marketing communications.

Unless required by law, or if we believe we have a legitimate interest to keep your personal information for longer, we will retain your personal information for a period of four years after your last interaction or engagement with Harrods. We consider an interaction and/or engagement to be a purchase in store or online, attending an event and subscribing to marketing or renewing your marketing consent.

If we change the way in which we use your personal information we will notify you within the communications that you already receive.

Any future changes to our Privacy Notice will be updated online at harrods.com with the date of the latest update displayed below.

The Privacy Notice was last updated: September 2024.

Read on to find out how we collect and use your information in different scenarios.

When you make a purchase at any of our stores or online, we will collect necessary information about you to ensure we can fulfil your order or chosen service.

If you choose to pay by card, we will need to collect your payment information in order to process payment. We may ask for additional information from you for a number of reasons: for example, to prevent fraudulent transactions; to comply with anti-money laundering obligations for high-value transactions; or to ensure that we comply with our legal obligations such as age restrictions applicable to the sale of guns, knives or alcohol, or the legal requirement to share your details with TV Licensing when you purchase a television. Where this is the case, it will be obvious to you at the time of purchase.

When you place an order with us for products or services that will be delivered, collected or provided at a later date, we will need to take additional contact details and delivery information from you so that we may complete your order. We use third-party services to deliver your order and will need to share your contact information with them for this purpose.

If you choose to provide your personal details to any of our brand partners instore or online via our website, the use of that information will be governed by those brand partners' privacy policies and cannot be managed through Harrods or our Preference Centre. Where personal information is collected for use by a brand partner online, you will be provided with a link to the relevant brand partner's privacy notice. If in store, please ask the relevant sales associate for details about the brand partner's privacy notice.

Our website is managed by Global-e Online Limited and Scayle Gmbh on our behalf. Information that you provide via our website will be viewed by Global-e Online Limited and Scayle Gmbh and used for the purposes of managing our website.

When you make a purchase on harrods.com, we will collect information about you to fulfil your order or chosen service; this information includes your name, contact details and delivery address. We will use your contact details to send you emails and SMS messages to update you on the status of your delivery . You will be offered the opportunity to use our Guest Checkout path or to create an online account on our website. In order to register an online account, we will ask you for your name and contact details. You will also be asked to create a password and have the option of linking to your existing Harrods Rewards membership (or, if you are not yet a Harrods Rewards member, registering to become one). Once you have created an account, you will be able to update your personal information and manage your marketing preferences through the Preference Centre.

Cookies and similar tracking technologies operate on our website and within the Harrods App. For a full explanation of why and how we use this technology, please read our Cookie Policy.

Rewards members are eligible to receive certain membership benefits including points redemption to spend in-store, a birthday treat, a subscription to receive some Harrods magazine publications, complimentary tea and coffee, free delivery or special discount days.

We use your personal information provided in connection with the Harrods Rewards Programme (the 'Programme') for the following purposes:

1. Administering the Programme (Including the Provision of Benefits)

We will track your spending to ensure that you are categorised within the appropriate Rewards tier and receive the appropriate benefits. When you claim a benefit, your information will be used to check your eligibility for each of our benefits. We also track your usage so that we know which of our benefits are most-popular. We will also analyse your personal information in order to learn more about you and provide you with a more tailored and personalised service. Please read the Data Analytics section to understand more about how this affects you.

If you choose to interact with other Harrods group companies, we will share your information with those group companies to ensure that you receive rewards points on all eligible purchases. Sharing your personal information in this way also allows those companies to provide a more bespoke service to you (including Harrods Aviation Limited, Harrods Estates Limited, Air Harrods Limited.

Harrods also has partnerships with third party brands whereby Rewards points can be earned through your use of the third party's products or services (for example the Harrods American Express card). To deliver this service Harrods and the third party will share your necessary personal information to ensure that your Rewards account is appropriately credited. Where you have taken advantage of an offer to earn points through use of a third party's product or service it will be clear at the time that you choose to use that service.

2. Communicating with You

Where you have provided your consent, we offer products and services that are likely to be of interest including special events, offers, promotions and publications by post, email, phone and/or through social networks.

Harrods Rewards members are eligible to receive additional marketing messages. If you have consented to hear from us, we will also contact you about your membership benefits and other news or offers of the Programme (which may be dependent on your Harrods Rewards membership tier). This includes sharing your email address and phone number with Meta, Google and Pinterest to deliver marketing to you via these platforms so that you do not miss out on offers.

If your spending history suggests that you have the capacity to increase your spending with us, we may collect publicly available information about you to confirm this. Where this is confirmed (and provided you have agreed to receive marketing messages from us), we will send you bespoke marketing offers.

3. Market Research and Statistical Analysis

Our Rewards members are valued customers. We have a legitimate business interest to hear from them in order to improve our service and the Rewards programme. From time to time as a Rewards member, you will be emailed by us with a request for anonymous feedback about your experience visiting us. Your feedback is important to us and is used to improve the service we provide.

We also work hard to understand the behaviour of our Rewards members so that we may anticipate their wants and desires and deliver an exceptional experience. To understand more about this, please read the data analysis section.

MyBeauty is an additional loyalty programme to our main Rewards programme created for our beauty customers. Please read the 'Joining the Harrods Rewards Programme' section above as the personal information of MyBeauty members is used for the same purposes.

You can hear about MyBeauty promotions and offers by subscribing to receive MyBeauty marketing communications at the time that you join the MyBeauty Programme or within the Communications Preference Centre located within your online account.

We may, from time to time, take photographs and/or video footage of you during MyBeauty Programme events for marketing and promotional purposes (both internal and external). We may use the photographs and/or video footage and the image of you for marketing and promotional material. By attending a MyBeauty Programme event, you consent to us using these photographs and/or video footage and the image of them in such marketing and promotional material. Please contact [email protected] to opt-out of this use of your personal information.

Mini Harrods is an additional loyalty programme to our main Rewards Programme created especially for our customers with children. The Mini Harrods programme is targeted at parents and legal guardians of children and offers them additional exclusive benefits, promotions and events tailored towards children up to the age of 10. Your child’s Mini Harrods record will be deleted following their 11th birthday.

If you choose to take advantage of the Mini Harrods programme, we will ask you to register each individual child's details (including their name and birthday). Communications sent to you under the Mini Harrods Programme may be addressed to you and/or your child/ren.

By participating in the Mini Harrods Programme, you consent on your and your child's behalf (and confirm that you have the consent of any other parent/legal guardian of the child), to us collecting and storing any information provided on registration and relating to the transactions, purchases and participation in the Mini Harrods Programme.

We may, from time to time, take photographs and/or video footage during Mini Harrods Programme events for marketing and promotional purposes (both internal and external). By attending a Mini Harrods Programme event, you consent (and confirm that any other parent/legal guardian has consented) to us using these photographs and/or video footage and the image of them and/or your child in such marketing and promotional material. You can opt-out at any time by contacting [email protected].

Harrods offers a variety of enhanced shopping services which are available in-store or remotely. Customers use these services to communicate directly with a member of our retail team to order products, check product availability, obtain product-related advice and/or for a more bespoke shopping experience. Our enhanced shopping experiences fall into three categories:

• Clientelling refers to an informal personal relationship between customer and a member of the Harrods retail team. The retail team member usually only supports the customer to purchase products from the specific department in which they work.

• Personal Shopping is a service available to all Harrods Customers. Customers that use our Personal Shopping service receive individual contact from a personal shopper who will support them to make purchases across the entire Knightsbridge store. Customers will usually return to the same personal shopper over a number of months or years.

• The Private Shopping service is a by-invitation only service which provides customers with access to a bespoke one-to-one shopping experience via a dedicated private shopper.

Through conversations that you have with us, your shopper will collect additional information about your lifestyle in order to recommend the most appropriate purchases. We understand that as part of this, you may share with us as much information as you feel comfortable. We recognise that this may include sensitive information about your personal circumstances, including religious festivals and holidays that are important to you. In providing us with this information you are also providing your consent for us to use it to recommend products and services, and where appropriate, for us to use this knowledge to send you cards and/or gifts as a token of our appreciation for your custom.

You remain in control of the amount of personal information that you provide to us and how we use it. Preferences concerning your enhanced shopping experience cannot be managed through the Preference Centre. Instead, you should contact your personal shopper directly.

In order to secure a purchase or booking, ensure you receive the correct warranty and where there is a legal obligation or legitimate interest identified, we will also provide some of your personal details to our brand partners operating in-store (and in our other retail outlets). In this case their use of that personal information will be subject to the relevant brand's privacy notice. If you are unsure, please ask your shopper to confirm whether your information needs to be shared with the brand and if it does, we encourage you to read their privacy notice.

If you are a customer of Harrods Department Store (Shanghai) Co., Limited) and you also shop with another of Harrods Group companies, we will share your personal data with Harrods Department Store (Shanghai) Co. for the purposes of delivering you services as a member of Harrods Private members club.

When you visit our Knightsbridge store, we collect thermal footfall information to better understand visitor journeys and visitor 'traffic' levels across different parts of the store.

If you have downloaded the Harrods app you will have access to our Knightsbridge Store Guide, which uses Bluetooth technology to help you find your location and plan your route around our Knightsbridge store. If you have Wi-Fi capabilities switched on and/or Bluetooth enabled with the Harrods app open, we will collect location information from your device about the route you took around the store. If you want to disable this functionality, please turn off Wi-Fi_, Bluetooth and location services in your device settings when you visit our Knightsbridge store.

We also have facial-detection software within digital display screens located by the Door 3 and Door 5 escalators of our Knightsbridge store WiFi. Read our Data Analytics section to find out more.

All visitors to our Knightsbridge and H beauty sites are invited to take advantage of the free Wifi, which is provided through an external provider, Purple. The Wifi can be accessed by signing up with your email address. You may also choose to sign up to the Harrods Rewards programme at the time of signing in to Harrods Wifi. Your email address when signing up to use our Wifi will be shared with both Purple and Harrods. We encourage you to also read the Purple Privacy Notice which can be found here You can also gain access to our Wifi by signing in using your Facebook or X (formerly Twitter) accounts. If you sign in this way and agree to receive marketing from us, we will receive your email address.

For your safety, and the prevention and detection of crime, CCTV is in operation during your visit to the store or any of our other retail outlets including all H beauty sites and our outlets at Heathrow and Gatwick airports.

If the police or any other regulatory or government authority investigating suspected illegal activities requests CCTV footage which includes images of you or any other personal information relating to you for the prevention and detection of crime, we will share your personal information with them. Unless an incident is saved for further investigation, CCTV images are stored for no more than 90 days.

If you receive beauty treatments at Harrods sites outside of The Wellness Clinic, your personal information will be shared with the treatment provider that you have booked to receive treatment from. Full details of how your personal information will be used can be found on your treatment booking and/or registration form. For more information about how we use your information in The Wellness Clinic please see the relevant section below.

You can book a table at any one of our restaurants by calling our reservations team or via our website. Our online booking system is provided by an external partner, SevenRooms. When you make a reservation online you are providing your personal information to both Harrods and SevenRooms. We encourage you to also read the SevenRooms privacy notice.

Our restaurants also offer you the opportunity to book a table using third party applications such as OpenTable and The Fork. If you choose to book a table using a third party application, we encourage you to also read the relevant third party's privacy notice.

At the time of booking or when you visit our restaurants you may provide details of a special occasion, allergy or intolerance information. This information is used to deliver a safe and enjoyable dining experience for you.

We use the personal information that you provide us to help us understand your likes and dislikes with the aim of continuously improving our services to you. The vast majority of the data analysis that we complete is done on an aggregated format with your personal identifiers removed.

As part of our commitment to exceptional customer service, we will use your previous spending behaviour and any marketing interests that you may have selected via the Preference Centre, together with any other relevant information that we may hold on you to provide a personalised marketing communications experience that is tailored to you.

If you have given us your email address or mobile phone number and agreed to receive marketing communications from us, we may supply this information to digital advertising or social media companies, including Meta, Google, Pinterest, and YouTube. These companies work on our behalf to identify individuals with similar characteristics to our customers and provide these individuals with advertising content from us. We also work with these companies to target or retarget you directly with advertisements that we believe you will be interested in.

We also have facial-detection software within digital display screens located by the Door 3 and Door 5 escalators of our Knightsbridge store to measure visitor engagement with our digital advertising screens. A camera in the screen detects if a passer-by is looking at the screen to provide our advertising partners with information about how many individuals look at their advertisements. This information is not used for the purpose of identifying you individually, and any personal information is not retained.

If you would like to stop Harrods using your information for any of the above purposes, please contact [email protected]. If you would prefer not to see targeted advertising on social media, please refer to the instructions provided by the relevant social media platform.

When you participate in a Harrods competition, prize draw, giveaway or offer, or sign up to attend one of our events, either in person or online directly with Harrods or indirectly through a third party, we will collect information about you. This information will be used to administer competitions and manage events, including securing your registration, selecting and contacting prize winners, and any post event actions, e.g., surveys. We also use this information to help us to plan future events or provide a better customer experience. If you provide the personal information of another customer for one of our events, we will assume you have the consent of any named individuals to provide their personal information for these purposes.

From time to time our brand partners may manage their own promotions and events from our stores however please note that the use and management of any personal information that you provide directly to them will be governed by their separate privacy policies.

The Wellness Clinic is a collaboration between Harrods and leading experts in the fields of holistic wellbeing and aesthetic medicine. We will deliver this experience to our clients whilst maintaining the highest standards of privacy.

How does Harrods use The Wellness Clinic client data?

Harrods Limited uses personal information such as your name and contact details to:

• Contact you about your booking

• Contact you with any pre-treatment information or aftercare information

• Contact you with exciting information about the latest Harrods products, events and services (where you have consented)

• Contact the person you provided as an emergency contact (in the case of an emergency)

How will practitioners use The Wellness Clinic client data?

Harrods will only share your personal information with the practitioner that you have booked to receive treatment from. Full details of how your practitioner will use your personal information can be found on your registration form, which you will complete on your first visit to The Wellness Clinic.

Generally, The Wellness Clinic practitioners will use your personal information for one or more of the following reasons:

• To ensure that you are in a fit state of health to receive your chosen treatment or service

• To craft a bespoke treatment for you

• To contact you about your treatment

• To demonstrate the success of a treatment or programme plan where video footage is shot or photographs are taken.

Access is restricted so that only Harrods and your chosen treatment provider will be able to see your personal information. Should you choose to visit another treatment provider, your information will not be shared with them unless you give explicit consent.

In some instances, it may be necessary for your practitioner to send your personal information outside of The Wellness Clinic – for example, when your treatment involves a blood test. In such instances, we will take the necessary steps to ensure that, instead of your name, an anonymous or pseudo-anonymous marker is used, such as a unique ID.

Photographs or videos taken within The Wellness Clinic

For some of the treatments offered within The Wellness Clinic, 'before' and 'after' photographs are mandatory. This is to demonstrate evidence of an effective treatment in case you later contest its success. If photographs are mandatory, your treatment provider will make this clear prior to any photographs being taken.

Unless you give your explicit consent for other uses, all photographs taken of you within The Wellness Clinic will only be used to demonstrate the effect of your treatment.

The Wellness Clinic Security

Due to the sensitivity of the personal information provided in order to facilitate treatments, all information that you provide within The Wellness Clinic is securely stored separately from all other personal information that you provide to Harrods. To make a request about your personal information used by the Clinic please contact the Wellness Clinic directly ([email protected]).

Harrods Customer Service: Contact Us and chat (quoting 'Data Protection Inquiry) by phone: +44 (0)20 7730 1234 or by Email: [email protected].

To contact Harrods Data Protection Officer, please email: [email protected].

If you are in the EU, you may also contact our representative by emailing [email protected], or by writing to us at:

Bird & Bird GDPR Representative Services SRL Avenue Louise 235 1050 Bruxelles Belgium

All Harrods companies covered by this privacy notice are registered with the Information Commissioner's Office. Harrods Limited is a registered Data Controller with registration number Z603738X. Harrods Beauty Limited (H Beauty) is a registered Data Controller with registration number ZA787790. Harrods International Limited is a registered Data Controller with registration number Z4978925.

If you are unhappy with how we use your personal information you have the right to complain to the Information Commissioner's Office (www.ico.org.uk).