Store Reopening Guidelines
We are delighted to announce that our doors have reopened.
Significant social distancing measures have been introduced to ensure the safety of our customers and staff, and you can find out more about these policies below – as well as other information about visiting our Knightsbridge store. We will be updating this page regularly, so check back for more updates as you plan your visit.
If you are experiencing any symptoms of Covid-19, or a member of your household is unwell or is showing symptoms, we politely request that you do not visit the store.
Face coverings will now be mandatory on the shop floor in Harrods for all our customers and colleagues. This rule will be implemented by our colleagues and our security team, and those who do not wear a face covering will be asked to leave.
If you are exempt from wearing a face covering, we kindly ask that you carry documentation to help our teams to identify, support and protect you.
This applies to all Harrods store locations, including our Knightsbridge store, Harrods Outlet, H beauty and our airport boutiques.
Why has Harrods taken this decision?
The health and wellbeing of our colleagues and customers is our highest priority. Current government guidance mandates that face coverings must be worn inside shops and retail settings. To ensure the absolute safety of those who come through our doors, and to help stop the spread of Coronavirus, it will now be mandatory to wear a face covering inside Harrods and those who do not comply with these rules will be asked to leave the store.
What if I am exempt from wearing a face covering?
The government has published a list of exemptions to wearing a face covering, which can be found here. We want to support and protect those are unable to wear a face covering for age, health or disability reasons.
If you are exempt from wearing a face covering, we ask that you kindly carry documentation to help our colleagues look after you during your visit to Harrods, such as an exemption card.
Will Harrods colleagues be wearing a face covering?
It is equally mandatory for all colleagues to wear a face covering whilst on the store floor.
Do I have to wear a face covering while using Harrods facilities, including restrooms?
We politely ask that you keep your face covering on throughout your visit to Harrods, including in changing rooms and restrooms.
Do I have to wear a face covering when dining in a Harrods Restaurant?
Customers are not required to wear a face covering inside a restaurant, bar or café. Customers will be asked to wear their face covering once re-entering the store. Customers visiting the Coffee Bar within the Food Halls will be required to keep their face coverings on until seated.
Do I have to wear a face covering when attending an appointment in the Harrods Hair & Beauty Salon or Wellness Clinic?
Customers using hair and beauty services must wear a face covering in the salon, and the face covering should only be removed if essential for the treatment. All practitioners will be wearing the correct protective equipment and social distance must be maintained wherever possible.
Do I have to wear a face covering if visiting a Harrods airport location, Harrods Estates, H beauty or Harrods Outlet?
Customers shopping in one of our airport locations, H beauty, Harrods Outlet or visiting Harrods Estates will be required to wear a face covering.
Are all Harrods departments open?
All Harrods departments are open for customers to shop in with significant social distancing measures in place. The Hair & Beauty Salon, Wellness Clinic and Lower Ground Floor treatment rooms are also now open, with an edited selection of treatments and services.
Selected Harrods restaurants are also now open. Harrods Roast & Bake is open for takeaways only.
Have opening hours changed?
In order to reduce the number of staff in-store, there will be slightly shorter opening hours: Monday to Saturday 11am–7pm, Sunday 11.30am–6pm (browsing only 11.30am–12pm).
How can I get to Harrods?
All the usual ways of getting to Harrods are available, including tube and bus. When travelling by public transport, please avoid rush hours and busy times if possible – the busiest times, according to TFL, are 5.45am–8.15am and 4pm–5.30pm. Please also be aware that, from 15th June, it will be mandatory to wear face coverings on public transport.
Please remember: do not use public transport if you are experiencing symptoms of Covid-19, or if you or any of your household are self-isolating.
Plan your journey and keep up to date on reduced services and closed stations by using TFL’s travel tools and Facebook TravelBot.
Will the Car Park be open?
The customer car park will reopen for self-parking only, on a first-come, first-served basis. Valet parking will not be available. We are operating new opening hours of Monday to Friday 10.30am–7.30pm, Sunday 11am–7pm. Please see our Visitor Guidelines for more information and pricing.
Will Harrods be holding a sale upon re-opening?
The main Harrods Sale is taking place exclusively online and in the Harrods Outlet in the Westfield shopping centre. The Home Sale will be available in-store and online and the Furniture Sale is in-store only.
Will Harrods be displaying QR codes in line with the government’s contact tracing app?
In line with government guidance, Harrods will be displaying individual QR codes at all close-contact and hospitality locations, including our Hair & Beauty salon and throughout our restaurants. We ask that customers who visit one of these areas scan the QR code upon arrival using the NHS app, enabling the government to contact them via track and trace if necessary.
What social distancing measures will be in place to keep customers safe?
The safety and wellbeing of our customers and employees remain our highest priority.
In line with government guidance, we have introduced significant measures around the store to support social distancing. These include designated entrance and exit doors, as well as signage and directions to guide customers around the store and inform them about social distancing. Meanwhile, sophisticated technology has been installed to limit the number of customers in-store at any one time.
What support will Harrods offer returning colleagues?
We remain thoroughly committed to supporting the welfare of our valued Harrods family and are delighted to be able to welcome those who are returning to work back through our doors, with significant new measures in place to ensure their health and safety.
To enable employees to return to work on single shifts and avoid crossovers with other colleagues, Harrods has reduced its trading hours.
In-store and throughout back-of-house areas, new signage and directions have been introduced to guide and inform colleagues on the new social distancing, hygiene and safety measures. Changes have been made in employee areas to facilitate social distancing and increased hygiene. All those returning to work in Knightsbridge have been given considerable training on managing the new guidelines and will continue to be supported by managers.
Will I need to queue to get into Harrods?
Our footfall counting technology will enable us to manage the capacity of customers in-store at any one time. If the store reaches its maximum capacity, there may be a queue outside; however, our Harrods security team will be present to ensure social distancing is maintained.
How will you ensure that reduced capacity is maintained throughout individual Harrods departments?
Harrods social distancing champions will be active on the shop floor throughout every department. They will be responsible for monitoring footfall across individual departments and floors, as well as supporting customers with social distancing.
If some areas of the store become congested, social distancing champions will manage capacity and support customers to move to less-congested areas.
How will customers maintain a safe social distance from each other while shopping?
Government guidelines currently advise that you should maintain a two-metre distance from others wherever possible. Harrods has introduced new signage and directions throughout the store to guide and inform customers on maintaining that safe distance while shopping, including signage at till points and potential queuing areas.
Have the entrance and exit doors changed?
All customer doors will be open. However, Harrods will operate a strict ‘one-way’ entrance and exit policy to ensure customers do not cross over when going through doors. Signage will be visible around the store’s exterior to direct customers, and the Harrods security team will also be available to provide guidance.
Will I still be able to use stairs, escalators and lifts to get around the store?
Stairs, escalators and lifts will be open for customers to use, with signage reminding customers to maintain safe distances. All these facilities will be frequently cleaned, throughout the day, by Harrods cleaning teams.
Lift capacity will be reduced to accommodate social distancing; this will be clearly communicated by signage at every lift.
Whom should I speak to if I have a concern about keeping safe while in-store?
Any member of Harrods colleagues will be able to help with the concerns you might have.
Am I allowed to visit Harrods with others or should I shop alone?
Customers are encouraged to shop alone, where possible, in order to support social distancing. Organised tour groups are not permitted at this time, but we hope to accommodate this again soon.
Can I bring children to the store?
Children are welcome in the store; however, we kindly remind customers that children must be supervised at all times and should adhere to social distancing guidelines.
Can I use the Harrods fitting rooms?
A limited number of Harrods fitting rooms will be available on each floor when the store reopens. These designated fitting rooms have been re-designed to ensure the highest levels of sanitation and to accommodate social distancing. All customers will be asked to sanitise their hands prior to using the fitting rooms and each fitting room will be cleaned between each customer. Any items tried on but not purchased will be quarantined for 72 hours.
Will I be able to access the Harrods restrooms?
Our restrooms, disabled facilities and baby-changing areas will be open for use. If you have any special requirements, please contact our Customer Service team ahead of your visit to the store.
How will Harrods maintain store sanitation and hygiene?
Harrods has introduced enhanced sanitation procedures to maintain our existing high standards of cleanliness. The store will be frequently cleaned, throughout the day, by a dedicated cleaning team. This will include escalators, doors and surfaces. A full clean of the store will take place outside trading hours every day.
Hand-sanitiser stations have been installed throughout the store for customers, and all till counters have hand sanitiser available for customer use. Colleagues also have access to hand-sanitiser stations and hand-washing areas throughout the store and in back-of-house areas. Various till points throughout the store have had Perspex screens installed, as have all Food Halls counters. We encourage all customers to regularly wash and sanitise their hands while shopping at Harrods.
Will Harrods colleagues be required to wear a face covering?
Current government guidance states that Personal Protective Equipment (PPE) – including medical face masks, face shields and gloves – is not recommended in a retail environment and is only necessary for those working in a clinical situation. Based on this advice, we will not be making it compulsory for employees to wear face coverings in-store. However, for any colleagues who do wish to wear a face covering, Harrods is providing reusable cotton face coverings on request.
Will customers be required to wear a face covering?
In line with government guidance, customers are not required to wear a face covering in Harrods, but, of course, may do so at their own discretion.
Please note: customers will not be allowed to enter the store wearing latex-based gloves, to protect those with allergies to latex.
Will I still be able to use a shopping basket?
Shopping baskets have been removed from all areas, apart from the Food Halls. Those shopping baskets will be thoroughly cleaned after use, prior to them being made available to customers again.
Can I use cash to pay for my Harrods purchases?
While we will continue to accept all forms of tender, customers are encouraged to pay by card and use contactless devices when possible.
Will there be a quarantine on returned or handled products?
Industry-standard policies have been introduced to manage returned or handled products.
These policies ensure that minimal contact is made between colleagues, customers and products and that any handled products are cleaned thoroughly or quarantined for 72 hours, depending on the product type. Harrods retail employees have been fully trained in managing handled stock.
Will there be changes in food preparation?
The Harrods Food Halls already have an extremely high standard of health and safety. However, Harrods’ Food Safety team has devised a Covid-19 policy to maintain increased hygiene and cleaning procedures throughout the food-preparation areas.
All food-preparation colleagues will wear PPE, including face masks and gloves.
Will self-serve still be available for fresh foods?
Freshly prepared food, such as baked goods, will no longer be available through customer self-selection. Instead, a member of the Food Halls team will be available to serve you.
Have Perspex screens been installed in the Food Halls?
Perspex screens have been installed at till counters throughout the Food Halls.
Will there be a reduced range of products in the Food Halls?
We are pleased to inform customers that the Food Halls will be offering a full range of products.
How will I test products in The Beauty Halls?
For hygiene purposes, we will no longer provide tester products on our beauty counters.
Our team will be happy to provide tester products on request, using sample palette plates to allow customers to try products themselves with a member of the team advising from a safe distance. No make-up brushes will be used and, where sample palettes are not possible, disposable single-dip testers will be available for customers who wish to try on make-up. All tester products will be thoroughly cleaned before and after use.
Will The Beauty Halls’ interactive services be available?
Unfortunately, we are not currently offering interactive services in The Beauty Halls.
Will valet parking be available?
Our car park will be open for customers to use on a first-come, first-served basis. Our valet parking service is open, adhering to social guidelines. To find out about the safety measures we have in place, please read our Visitor Guidelines.
Will I be able to leave my luggage somewhere?
For the safety of our customers and colleagues, we have suspended the Left Luggage service until further notice. We hope to resume this service soon. Large luggage items are not permitted within the store.
Are Harrods’ airport stores still open?
Our UK airport stores will be reopening on 15th June, with social distancing guidelines in place. Harrods’ Qatar store, located at Hamad International Airport, remains open.
Is H Café in Henley open?
H Café is still temporarily closed in line with government guidance.
Can I collect my prescription from the Harrods Pharmacy?
The Harrods Pharmacy is open with full collection services available. Trading hours are the same as for the store: Monday to Saturday 11am–7pm, Sunday 12pm–6pm.
When will I be able to book an appointment at the Hair & Beauty Salon or The Wellness Clinic?
The Hair & Beauty Salon and Wellness Clinic remain closed. We are hoping to reopen soon in accordance with Government advice.
Are other in-store services available?
In line with government guidance, certain services that don’t allow for social distancing will remain closed until further notice. For more information on available services, please see our Services page. For more information on Beauty and Wellbeing Services, click here.
Can I still shop Harrods online?
Our website is fully operational, and we continue to deliver to our customers all over the world.
Will my online order take longer to arrive?
Due to extended processing times and external courier disruptions, your delivery may take longer to get to you than usual. We are working hard to minimize disruption to our online delivery service and we apologise for any inconvenience.
Am I able to place orders over the telephone?
Most of our products are available to purchase online. However, if you are unable to find what you are looking for, please contact Customer Service who will be able to advise.
Is the Harrods Personal Shopping service available?
In order to support social distancing, Harrods Personal Shopping service is not currently available. We apologise for any inconvenience.
How can I contact a product or service specialist for expert shopping advice?
If you need further information on a specialist product or service, please contact our Customer Service team.
I purchased an item from Harrods prior to the store closing that I need to return. How do I arrange this?
We have extended the returns period for 30 days after we reopen our store. Please ensure that you have the receipt of the item you need to return, and keep an eye out for further information.
Our online returns are operating as normal. You can process your return here.
I need to collect an item from the store. How do I arrange this?
If you have an item that is currently being looked after by one of our in-store services – such as Alterations – please contact a member of our Customer Service team. They will ensure your item is either held safely until the store reopens or dispatched to you directly.
How can I benefit from a VAT refund on purchases I made before the store closed?
You are able to have a VAT form issued for your purchases within three months from the month of purchase. If you did not obtain a VAT form on the day of purchase, please return to Harrods with both the receipt for your purchase(s) and your passport once the store has reopened. The Tax-Free Shopping team are located on the Third Floor.
Please note: eligible customers can benefit from a VAT refund on purchases over £50.
If you have any other questions, please contact a member of our dedicated Customer Service team, who are on hand to help and advise via telephone and email from 10am–6pm Monday to Saturday, 11am–6pm Sunday.
Please be assured that we are working hard to respond to all customer enquiries as quickly as possible during this period.
Due to new security and social distancing measure, some of our Rewards programme benefits are currently unavailable.
Can I still get my bonus birthday points?
Yes, birthday points are still available and can be used in-store, however, in support of social distancing, if you would like to postpone your bonus points week until later in the year, we are happy to facilitate this.
Is the Car Park benefits still available?
Our Car Park is open, however, please note there are currently no valet services.
What other benefits are unavailable?
Due to new restrictions, we are currently unable to offer complimentary tea and coffee, alteration services or Left Luggage services.