Harrods Terms and Policies

1.1. Harrods Private Shopping is a service for Harrods’ most loyal and engaged clients. Customer eligibility for Harrods Private Shopping (and for access to specific services within Harrods Private Shopping) is based on individual customer engagement and Harrods reserves the right to assess and determine eligibility for Harrods Private Shopping (or for any particular service offered within Harrods Private Shopping) at its sole discretion. Client eligibility for Harrods Private Shopping shall be reviewed by Harrods annually and Harrods reserves the right to remove access to Harrods Private Shopping services (or a specific service), should Harrods Private Shopping determine in its absolute discretion that a Client is no longer eligible to receive such services.

1.2. Harrods Private Shopping is a truly bespoke service, providing Clients with unrivalled service and access to the following (all subject to availability and eligibility):

• A dedicated team of Private Client Managers and Private Shoppers who can assist with Client requests, both in-store and remotely through their detailed knowledge of the full breadth of departments and offerings available in Harrods.

• private spaces in the heart of our Knightsbridge store, including The Penthouse.

• exclusive Harrods product selection and in-store services, brand experiences and dedicated product offerings across all categories.

• A calendar of invite-only events and seasonal social moments throughout the year.

• Exclusive digital content, providing Clients with the Harrods experience outside of Knightsbridge.

1.3. Each Client will have an appointed Private Shopper who will be your principal point of contact. An alternative Private Shopper will be proposed at your request or should the current Private Shopper cease to work at Harrods.

1.4. Your admission to Harrods Private Shopping and the benefits available to you whilst you are a Client of Harrods Private Shopping are personal to you and cannot be shared, distributed or used in any way for commercial purposes. Whilst you are welcome to recommend individuals to this service, admission to Harrods Private Shopping is a matter strictly and solely in Harrods’ discretion.

2.1. The following terms apply when you have a Harrods Private Shopping appointment and/or use one of the dedicated Private Shopping spaces in our Knightsbridge store. Please note that the standard trading hours for Harrods Private Shopping are the same as the Harrods Store trading hours.

2.2. Appointments with your Private Shopper should be pre-booked with them with at least 48 hours’ advance notice. Unless otherwise arranged, it is assumed that you will attend an appointment alone. Should you wish to bring more than two guests (including children and/or security detail), we would always endeavour to accommodate them but these additional attendees will be subject to approval in advance from your Private Shopper on each occasion (and subject at all times to the capacity of and any restrictions on the appointment space).

2.3. At your request and by prior arrangement, your Private Shopper may be able to attend an appointment at your own private residence, provided this shall be within the Greater London area and subject to any required risk assessments being in place.

2.4. You can also book your exclusive Harrods Rewards 10% days through your Private Shopper, upon providing at least 24 hours’ prior notice.

2.5. In addition to appointments with your Private Shopper, Harrods Private Shopping Clients receive access to the dedicated Harrods Private Shopping areas in the Knightsbridge store (during Harrods Store trading hours). To confirm details of the Harrods Private Shopping areas where access is permitted, please liaise with your Private Shopper. Please note that children are permitted to attend Harrods Private Shopping areas provided that they are supervised by a parent or legal guardian (18+) at all times and subject to prior approval by the Private Shopper. Clients will be advised of any specific health and safety requirements relating to the relevant Private Shopping areas (e.g. hand washing and/or sanitization requirements), and admission and continued attendance in the Private Shopping areas is subject at all times to compliance with any such procedures.

2.6. Clients are reminded that Harrods operates a zero tolerance approach to (i) failure to follow health and safety procedures, (ii) inappropriate or offensive behaviour (including towards Private Shoppers, other Harrods personnel and/or within Private Shopping areas or at any event arranged by Harrods) and/or (iii) any photographing or filming (including via live stream to social media) of a Private Shopper (or other Harrods personnel) or other Clients (and their guests) in the Private Shopping areas (unless you are holding an appointment in that area) without the express consent of the relevant Private Shopper (or other Harrods personnel) (the “Harrods House Rules”). In the event that a Client (or their guest) breaches the Harrods House Rules, Harrods may in its absolute discretion revoke a Client’s permission to enter or continue to access a Private Shopping area and in extreme cases, Harrods may revoke a Client’s eligibility to receive any or all of the Harrods Private Shopping services. Harrods reserves the right to vary or amend the Harrods House Rules at its discretion, from time to time.

2.7. Harrods accepts no liability for loss, damage or theft of the personal belongings (including Harrods Rewards Cards and/or Harrods Gift Cards) of any Client (or their guest) and Clients acknowledge and agree that they are fully responsible for their personal items (and those of their guests) and that they should not leave any such items unattended at any time within the Harrods Private Shopping areas.

2.8. To the extent permitted by law, Harrods shall also not be responsible for any other loss, damage or injury suffered, sustained or incurred by Clients or their guests, or any loss or damage to property as a result of attending Harrods or any events provided through Harrods Private Shopping. Clients are responsible for any actions of their guests and are liable for any damage caused by themselves or their guests when they attend Harrods or any third party venue (including in connection with an event).

Clients and their guests can enjoy access to certain complementary food and beverages during opening times which may consist of canapes and other in-suite refreshments. There will be costs associated with full dining experiences where orders are made from selected restaurants within Harrods. Please note that food and beverage services are delivered on a discretionary basis and options may vary from time to time depending on several factors, including the location an order is made from. If you or any guest are attending a Harrods Private Shopping area or any event for which catering is provided and have any food allergies, you are required to let us know in advance. To the extent permitted by law, Harrods shall not be responsible for any adverse reactions resulting from any ingredients or products used or food or drink consumed through any services or events provided through Harrods Private Shopping (including but not limited to allergic reactions). Clients are not permitted to consume alcohol purchased outside of Harrods Private Shopping unless expressly permitted by Client’s Private Shopper.

4.1.. From time to time, we may be able to connect you to our network of partners to find additional products and services that are not directly available through Harrods. Please note that in these circumstances, your legal agreement for the provision of those products and services is directly with our partners, rather than Harrods, and will be subject to separate terms and conditions. In these circumstances, Harrods will bear no liability to you in respect of any such goods or services provided by these partners (or in respect of our referral and/or recommendation of any partners to you) and your sole recourse will be against that partners directly. In such circumstances, we will however offer reasonable assistance to assist you in seeking to resolve any issue with that partner (but to be clear, with no liability at all on our part). If you choose to proceed with one of our partners, you acknowledge and agree to Harrods providing your personal data to that third party for the purposes of supplying the goods/services to you and you should refer to such partners’ privacy policies.

4.2. In some cases, we may offer rewards points on the value of your purchase of goods or services from one of our partners. This offer of rewards points is discretionary, does not apply to all partner relationships and may change from time to time. If rewards points are offered in relation to a purchase from our network of partners, we will inform you at the time of purchase. In the event you receive a full or partial refund of the purchase price for any reason, the rewards points relating to the amount of this refund will be deducted from your account accordingly.

5.1. Any purchases made through Harrods Private Shopping shall be made between you and Harrods (unless otherwise notified and agreed, such as in relation to partner referrals). Only Harrods Private Shopping Clients may make purchases through Harrods Private Shopping. Please note that due to Sunday trading laws, sales cannot be made on Sunday outside Store opening hours.

5.2. Purchases may be made at Harrods and remotely including by using social media platforms (including the WeChat and WhatsApp) or by telephoning your Private Shopper (“Remote Sales”).

5.3. Goods which are made to order or subject to a lead time may either require payment in advance or shall be subject to a deposit. The amounts and terms of such advance payments or deposits will differ depending on the product and/or the originating department and shall be agreed between Harrods Private Shopping and the Client on a case by case basis. Unless otherwise agreed in writing, advance payments and deposits shall be non-refundable.

5.4. Should you be a Harrods Rewards member, your eligibility to earn rewards points on purchases and your entitlement to benefits will be determined in accordance with the Rewards terms and conditions (which can be found here).

6.1. Purchased goods may either be taken away by Clients (when purchased in-store), be made available for collection (for Remote Sales or goods which have a lead time until they are available) or be delivered to the Client’s address (which may be subject to delivery charges which will be notified and agreed with Clients at the time of purchase).

6.2. Estimated dates for availability and/or delivery will be provided for Goods which are subject to lead times or which are to be delivered, but (with the exception of same day delivery services) these are non-binding estimates. Clients are invited to contact their Private Shopper for updates on lead times and delivery dates.

6.3. Harrods Private Shopping will be able to arrange international deliveries of goods subject to any legal restrictions (including in relation to exotic skins and certain items which are prohibited from delivery to the EU) which Harrods Private Shopping and/or our third party couriers will monitor and endeavour to communicate to Clients. However, we shall bear no liability in relation to goods which we have sold you which we are unable legally to deliver to you.

6.4. Depending on the international destination, Harrods Private Shopping will endeavour to offer a service whereby custom charges, duties, fees and levies payable on international deliveries may be pre-paid by the Client and thereafter will be paid to the appropriate authorities by our third party couriers.

6.5. Upon request, your Private Shopper will track each Client delivery and will be able to update Clients as to the status of a delivery. You should also contact your Private Shopper should you wish to cancel a delivery (or have any issues with your delivery), it being noted that cancelation charges and/or delivery charges may be non-refundable.

6.6. If any items remain undelivered after we have followed the above procedures and they are returned to Harrods, we will retain those items and will continue to communicate with you in respect of them for up to 28 days , after which time we shall be permitted to dispose of such items or donate them to charity and you shall not be eligible for a refund or any other compensation. Please note that additional delivery charges will apply to any reattempted deliveries.

6.7. Harrods Private Shopping confirms that, as part of Harrods’ commitment to sustainability, all plastic packaging is now removed in our outbound supply chain commenced and Harrods own van deliveries are now fully electric.

CLIENTS ARE STRONGLY ADVISED TO READ THIS RETURNS POLICY

7.1. For items purchased from Harrods in store, our standard store returns policy will apply. This policy is found at each till point and each receipt.

7.2. Depending on where you live, you may have an additional legal right to cancel Remote sales within 14 days of receipt of the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent consumer legislation in the EU. Please note that this right to cancel will not apply to products that are personalised, bespoke, altered or otherwise made to your specification, perishable goods (including food and beverages, and some hampers) and sealed goods (including underwear) which become unsealed. Once the products are returned to us and provided you have complied with our Terms of Sale, you will receive a full refund, excluding the original delivery costs . To exercise this right, please contact the Private Shopper who processed your order. Please ensure that you state that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel. If an order has already been dispatched for delivery, we would ask you please to wait until you have received your order before exercising your return rights.

7.3. Any purchases you make via Harrods.com, will be subject to the terms and conditions including returns policy which can be found here.

7.4. The above returns policies shall not affect Clients’ legal rights to return defective goods.

7.5. Please note that, where your contract is made directly with a partner of Harrods Private Shopping, the returns policy of that partner alone shall apply and you shall have no rights to seek a return, refund or replacement from Harrods.

8.1. We are required by law to carry out customer due diligence (“CDD”) in the following circumstances: (i) where a Client purchases goods for cash with a transaction value of £8,000 or more (including where these are split into more than one transaction); (ii) where a Client purchases artwork for £8,000 or more (no matter what tender is used to pay for such artwork); and (iii) where Harrods reasonably suspects that a Client is involved in money laundering, terrorist financing or proliferation financing.

8.2. Once CDD has been carried out in relation to a Client, please note that this CDD information will be retained on file by Harrods in accordance with our privacy policy. Please further note that, after completing CDD, we are likely to need to monitor our commercial relationship and to update your CDD information from time to time (for instance, where ID documents have expired).

Clients are referred to our general customer privacy policy which can be found at harrods.com/privacy and to the additional Private Shopping privacy policy which can be found below (and is also displayed in each Private Shopping area). In the event of any inconsistencies between these policies, the Private Shopping privacy policy shall prevail.

10.1. Many of the services available to you through Harrods Private Shopping can be accessed via your WeChat, WhatsApp, Instagram and other social media accounts (“Social Media Accounts”). You must comply with all rules and conditions imposed by the Social Media Accounts from time to time regarding the use of their services.

10.2. Harrods cannot be held responsible for any unauthorised use of, or access to, your Social Media Accounts.

11.1. Harrods and Clients each have the right to terminate membership and access to Harrods Private Shopping immediately and at any time upon notice.

11.2. Harrods reserves the right in its absolute discretion to impose a minimum annual spend on its Clients and/or to set other eligibility criteria for access to the Harrods Private Shopping services (or any individual Private Shopping service). If that minimum annual spend is not achieved and/or those eligibility criteria are not met, we reserve the right to discontinue your access to the Harrods Private Shopping service (or any specific service).

11.3. Termination of your membership to Harrods Private Shopping will not affect any outstanding orders or purchases placed prior to termination which will be completed and/or fulfilled (subject to Harrods’ compliance with its obligations under law) The provisions of these Terms in relation to “Purchases” and “Returns” will continue to apply to those pre-existing purchases following termination of your membership of Harrods Private Shopping.

11.4. The right to use the Harrods Private Shopping areas will cease immediately upon termination of your membership and Harrods reserves the right to revoke any confirmed invites to future events organized at or through Harrods Private Shopping, as well as any pre-booked use of the Private Shopping areas.

12.1. Harrods has the right to change the services provided as part of the Harrods Private Shopping service, to cease to operate the Harrods Private Shopping service and/or make changes to these Terms at any time. Harrods will not be liable for any resulting loss or damage. We will make available any amended Terms to you, following which you will be taken to have agreed to them by continuing to use our Harrods Private Shopping service.

12.2. By engaging with Harrods Private Shopping, you acknowledge and agree that we may carry out electronic identity checks in connection with you and/or your purchases and/or the information you give us in accordance with the UK Money Laundering Regulations 2017 (as may be amended from time to time) and any subsequent equivalent legislation. You also understand and accept that Harrods may be required to contact you if more information is required.

12.3. You are required to notify your Private Shopper of any change of address or other personal details, including any food intolerances and/or allergies. We cannot be held liable for any deliveries made to an incorrect address if you have not notified us of your updated address for delivery.

12.4. If we breach any of our obligations to you under these Terms, we will only be liable for the losses (if any) that you suffer as a direct and natural result of our breach. We will not be responsible for any losses which arise as an indirect result of our breach which would not reasonably have been contemplated by us. Furthermore, we will not be liable to pay damages to you in respect of any loss of enjoyment, loss of revenue or profit or loss of opportunity. Nothing in these Terms will affect your statutory rights or limit our liability for fraud, or for death or personal injury resulting from our negligence or the negligence of our staff or agents.

12.5. If any part of these Terms is found to be unenforceable, this will not affect the enforceability of the remainder of these Terms.

12.6. These Terms and any dispute arising in connection with them shall be governed by and construed in accordance with the laws of England and all disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England.

12.7. These Terms do not apply to other personal shopping services offered by Harrods, other than the Harrods Private Shopping service.

The privacy of our private shopping clients is of the highest importance to Harrods and we would like to reassure all of our clients of the discreet and personal nature of these services.

We aim to deliver bespoke shopping experience at Harrods. Your information will be used to understand more about your preferences and lifestyle so that we may personalise your shopping experience. This may include collecting information about your measurements; brand preferences; information about your travel arrangements so that we can deliver your purchases to the right location at the right time; and financial information so that we can process your purchases, including VAT refunds. If relevant, we may also collect details of your lifestyle which could influence the types of products/services you may be interested in. In order that we can better service your needs, you may also be invited to share with us private and sensitive information about your personal circumstances, or holidays that are important to you or in respect of your children. Harrods will always ensure that we have your consent to use this private and sensitive information as part of this Private Shopping service.

This information helps us to ensure that each time you visit Harrods you receive a service exclusively tailored to you. It is important to us to make your shopping experience as easy and enjoyable as possible.

We understand that you may wish for our Private Shoppers to deal directly with an assistant, agent or other nominated person on your behalf. We will need to collect their details and require you to confirm that they have authority to act on your behalf, which may involve managing your account, spending rewards points, and making payments. We may periodically check that you are still happy for us to deal with this nominated person.

The level and content of the information that you provide to Harrods Private Shopping and the communications that you receive as part of this service will always be set and agreed to by you. You can discuss these arrangements and change them at any time by speaking to your Private Shopper directly. Please note that your private shopping arrangements are not part of Harrods’ general marketing communications and cannot be managed through the Preference Centre.

If you have not used Harrods Private Shopping for two years or if we have not discussed your existing arrangements with you for two years, we will contact you to check that you are still happy to continue with Harrods Private Shopping and the above arrangements. If we are unable to contact you for any reason after this two year period, your existing personal details will be retained but your account will be set as ‘dormant’ until we can confirm that you are happy to continue using the Private Shopping service (please note: we will delete any sensitive information about you while the account is dormant). If we are unable to reach you for a further two years, then we will delete all information held by the Private Shopping team and formally close your Private Shopping account.

If you no longer wish to receive Private Shopping services, please notify your Private Shopper who will close your account and delete the personal information held about you by the Private Shopping Team.

To maintain exclusivity of their brand and products, certain brands may also require information about you, including your contact details, in order to be able to offer you access to their products. Where this is the case, we will share your information in order to secure your purchase on your behalf.

From time to time our brand partners may choose to hold exclusive events. In order to provide you with the opportunity to attend these events and take advantage of bespoke services provided by our brand partners, we may share information about your shopping habits and preferences so that they may provide a unique experience for you to enjoy. However, if you would prefer that we did not do this, you can let your Private Shopper know at any time.

We are discreet with the information that you provide to your Private Shopper; it is not shared with any Harrods employees outside of the Private Shopping Team and is subject to strict access controls.

If you would like any further information, please speak to your Private Shopper to discuss your bespoke requirements regarding the handling and use of your personal information.

Updated January 2025