FAQs

1. Please return items via our Return Portal.

2. Select the items you wish to return, then follow the instructions to generate a return label and choose a drop-off point or arrange a collection through the DHL website, to which you will be redirected.

If you have any issues or require further assistance, please refer to our Terms & Conditions or contact our Customer Service team.

Please see our Terms & Conditions for a full list of non-returnable items and exclusions.

You can return eligible products purchased online for a refund within 14 days of purchase via our Customer Service team located on the third floor in our Knightsbridge store. Refunds will be processed to the original payment method only. Kindly note all returns are subject to our returns policy, which is set out in our Terms & Conditions.

While we do not offer exchanges for online orders, you can return unwanted items to us for a full refund (subject to our returns policy -  see Terms & Conditions for full details) and place a new order.

In-store purchases:

Items purchased in-store during the Sale can be returned onto a gift card with proof of purchase within 14 days of purchase. Restrictions and exclusions apply as set out in our store policy and the till receipt.  

Refunds and exchanges will not be permitted on sale purchases after the last day of the applicable sale.  

Sale items purchased in store can only be refunded to gift cards.

Online purchases:

You can return any online purchases you made during the Sale within 14 days of purchase for a complete refund to your original payment method (subject to the restrictions and exclusions set out in our Terms & Conditions).

From the day of return, it can take up to 4 business days for UK orders, and 7 business days for international orders for your parcel to be delivered back to our warehouse and processed. All returns are subject to our routine inspection. We will send you an email as soon as we've processed your refund. Please be aware that some items are subject to a mandatory inspection by the brand and can take a few additional days.

Refunds will be automatically issued to the original payment method used to place the order. Refunds can take up to 10 business days to show in your bank account, depending on your payment provider.

If you paid using a Gift Card, the payment will be automatically refunded to the original Gift Card. For more information on Gift Card refunds, please see further below.

If you paid using your Rewards points, the payment will be automatically refunded to your Harrods Rewards card.

You will receive an email when your return has been refunded, but you can also track your parcel using the DHL website. Please keep a record of your 10-digit DHL Air Waybill number, which can be found on your return label in order to track your return.

UK orders may take up to 4 business days to be delivered back to our warehouse. For international orders, this can take up to 7 business days. All returns are subject to our routine inspection to ensure that they have been returned in accordance with our returns process. Additionally, please be aware that some items are subject to a mandatory inspection by the brand and this process can take a few additional days.

To prepare your return, pack the unwanted items and simply attach the pre-paid label onto the front of the parcel.

If you are returning an order from within the UK, you will need to seal your parcel before returning it to a drop off location or for collection by DHL. 

If you are returning an order from an international location, please ensure your Returns Invoice is included within your return. Should you wish to take your parcel to a drop-off location, please seal your parcel before returning. If you have booked a DHL collection, you will need to leave your box unsealed for DHL to check the contents before collection. 

Items must be returned unused and in their original condition with all tags still attached. 

Shoes should be returned in the original brand packaging, including any tags and stickers provided. The shoes then need to be placed in additional packaging to ensure protection in transit. 

We ask that you return your item(s) in the original packaging provided, including any branded packaging (boxes, dust bags and hangers). If you do not have the original packaging to return your item(s) in, please use alternative suitable packaging and ensure that the items being returned are secured safely inside. Please note that any damage caused to brand packaging or item(s) may result in delay and/or deductions when processing your refund.

If you believe that you have received a faulty or damaged item, please contact our Customer Service team with your order number and details of the fault or damage. Please keep any images to support your claim.

Once we have received your query, our Customer Service team will be able to further assist you.

If you believe you have received the wrong item in your order, please contact our Customer Service team as soon as possible so we can resolve the issue. We kindly as you to provide as much information as possible when getting in touch.

We offer a free returns service for all orders shipped worldwide. Please note that, as part of this free returns process, the original delivery charges will not be included in your refund. If duties have been paid at the checkout, this will be returned to you as part of your total refund. However, if your duties and taxes were paid at your delivery destination, Harrods is not responsible for or able to refund these charges. Please note that you may be able to claim these charges back by contacting your local Customs office. See further information in our Terms & Conditions. 

Yes, you will be refunded back to the original Gift Card. Your Gift Card will be refunded first before any other payment method used. If you have paid with separate Gift Cards, the refunded amount will be split across the cards, and will not exceed the original value you paid on each Gift Card.

If you no longer have your Gift Card, please contact our Customer Service team for further assistance. Please have your order number available when you get in touch.