FREQUENTLY ASKED QUESTIONS

  • Stores

    • What are the addresses of your stores?

      Selfridges has four stores in the UK.

      • London 
        400 Oxford Street 
        London 
        W1A 1AB 
        Sat Nav: W1U 1AT
      • Birmingham 
        Upper Mall East 
        Bullring 
        Birmingham 
        B5 4BPM 
        Sat Nav: B5 4BP
      • Manchester Exchange Square 
        1 Exchange Square 
        Manchester 
        M3 1BD 
        Sat Nav: M3 1BD
      • Manchester Trafford 
        1 The Dome 
        The Trafford Centre 
        Manchester 
        M17 8DA 
        Sat Nav: M17 8DA

    • Where are the baby changing facilities in your stores?

      Baby changing facilities are available in the following in-store toilets:

      • London 
        Third floor shared with Mother & Baby room
        Ladies' toilets on the lower ground floor
        Men's toilets on the lower ground floor
        4th Floor next to Customer Services
      • Birmingham 
        Available in toilets on Levels 1, 2 and 4
      • Manchester Exchange Square 
        Ladies' toilets on the second floor (next to the escalator)
      • Manchester Trafford 
        Ladies' toilets on the upper level (next to lifts)

    • Are beauty services available?

      A full range of beauty services are available via video call from the comfort of your home, but you can also book some beauty appointments in store – find out more and book here.  For more information, please call our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad). 

    • Can I park at Selfridges?

      There is parking available close to all our stores.

      Oxford Street: 

      • The car park is at the rear of the store. Access is via Edward Mews, off Orchard Street (Sat Nav: W1U 1AT).

      Birmingham: 

      • Parking at Moor Street on the top floor allows access via a footbridge directly into store (Sat Nav: B5 4BP).

      Manchester Exchange Square: 

      • The car park is shared with M&S. Access is via Deansgate and takes you under the store (Sat Nav M3 1BD).

      Manchester Trafford: 

      • The Trafford Centre Regent 1 car park is directly next to store (Sat Nav: M17 8DA).

    • Are there any cash machines in your stores?

      Cash machines are available at all four of our stores. All machines accept major cards and there is no charge for using them.

      • London: Next to Click & Collect on G, the ladies' toilets on 3 and at Customer Services on 4
      • Birmingham: Next to the toilets on 2
      • Manchester Exchange: Womens on 2
      • Manchester Trafford: Next to the toilets on Upper Level

    • Can I take pictures in your store?

      Selfridges operates a business-wide policy, where guests within our store may take photographs with a small digital camera/mobile phone for personal use, at our Security Management’s discretion. To capture multiple stills and videos of shop interiors and exteriors, commercial or otherwise, permission must first be sought from our Press Office ([email protected]). This is so we can protect the integrity of our store, any commercially sensitive information, and most importantly the identity of our guests and team members.

    • Can I bring my dogs into Selfridges?

      Service dogs are always welcome in our stores. Small dogs are permitted in our stores if they can be carried. 

    • When is The Cinema at Selfridges open?

      The Cinema at Selfridges is open 7 days a week from 12pm – 11pm, where you can book a seat and enjoy the latest movies from the comfort of our plush cinema screening rooms. Please note, we ask that you follow the latest government guidance when making a booking. For more information, please visit here. You can also email [email protected] or call on 0800 123 4000 and select option 5.

    • Where can I have something to eat or have a drink?

      With over 30 cafés and restaurants across our four stores, our restaurant guide can help you find the perfect place to relax and refuel, whether you're looking for a quick snack, wines and champagne or á la carte dining. To book, please visit our Restaurants page here.  Please note, we ask that you follow the latest government guidance when making a booking.

    • What are my delivery options when shopping in store?

      As well as offering online shopping, we can also deliver any purchases you make in store. So, whether you've just bought the latest 75” TV that can't be lifted or you don't want to be weighed down with all your fabulous yellow bags as you head out for dinner, we can offer a range of delivery options to suit you.

      Deliveries to the UK mainland and Northern Ireland generally take two-to-three working days and international delivery can also be arranged. Please ask in store for details or contact our Customer Services team on 0800 123 400 (overseas callers +44 (0)207 160 6222). 

    • How do I recycle electrical items?

      What is WEEE?

      ‘WEEE’ stands for Waste Electrical and Electronic Equipment. WEEE includes most products that have a plug or need a battery. The Waste Electrical or Electronic Equipment (WEEE) Directive requires UK distributors to maximise the separate collection and environmentally friendly processing of WEEE.

      Why recycle?

      Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment, it will end up in landfill where hazardous substances may leak out and cause soil and water contamination – harming wildlife and human health. To remind you that old electrical equipment can be recycled, relevant products are marked with the cross-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

      Selfridges is proud to support your local authority in providing local recycling facilities for electrical equipment.

      To remind you that old electrical equipment can be recycled, relevant products are marked with the cross-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

      How are we helping?

      UK distributors (including retailers) are required to provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met these requirements by offering all customers buying new electrical and electronic equipment free take-back of their old electricals on a like-for-like basis. 

      To take part in this, simply bring your WEEE item into store, where this will be safely disposed of in line with WEEE recycling requirements. For more information, please speak to a team member in store or contact Customers Services on 0800 123 400, chat to us via Live Chat or drop us an email to [email protected].

    • Do you offer an engraving service?

      Engraving is available at Timpson's (Lower Ground Floor) in our London store. For more information, please call 020 7318 3717.

      Engraving is available on limited products on our website. These can be found in our ‘Personalise Me’ section here

    • Do you hold special events in store?

      From book signings to beauty launches, there is always something going on in store. Keep an eye on our store activities page or sign up to our mailing list to make sure you never miss out.

    • I think I may have left an item in store. What can I do?

      If an item has been found or handed in, it will be passed to Security for secure storage for a short period of time. Call us on 0800 123 400 (overseas callers +44 (0)207 160 6222) and ask for Lost Property.

      You will need to provide the time and date when you lost your item and give a detailed description of it. In some instances, you may be required to provide a proof of identification.

    • How do I book a Personal Shopping appointment?

      Our Personal Shopping experts are here to help make shopping easy, whether you’re visiting us in store at one of our Personal Shopping suites or arranging a video call from the comfort of home.

       Every consultation, lasting around two hours, will be tailored to your individual needs. There is no charge for this service, but a minimum spend may be required – see specific store details below. This luxury service makes a fantastic gift for any customer. Buy a gift card today and we'll send the lucky person a gift letter outlining everything that awaits them.

      To book an appointment or for more information, please call your nearest store or book your appointment here.

      • London: 020 7318 3536 (£2,000 minimum spend) 
      • Birmingham: 0121 600 6800 (£500 minimum spend) 
      • Manchester Trafford: 07394573604
      • Manchester Exchange Square: 0161 838 0707

    • Does your store sell the product I am looking for?

      To find a particular product, you can use our online search box, browse by brand or department, or give us a call on 0800 123 400 (overseas callers +44 (0)207 160 6222).

    • What is Selfridges’ store refund policy?

      We want you to be able to buy with confidence, which why we are happy to offer a full refund or exchange if you are not 100 per cent happy with your purchase, as long it is returned in a saleable condition, within 28 days and with your proof of purchase.

    • I would like to return an item I bought in store by post. What do I do?

      Wherever possible we would encourage you to return the item in person, but we appreciate that this is not always possible. Please send it back to us with a covering letter, including a daytime contact telephone number and email address in case we have a query. As we cannot accept responsibility for items lost in transit, please make sure you use a recorded delivery method, and you retain a copy of your purchase receipt. Please allow up to 10 days for us to respond. Provided that the items returned fall within our policy (see our Refund and Returns page) we will refund to your original tender. If you paid cash, we will send you a Selfridges Gift Card.

      Items should be addressed with the brand name and returned to the store of purchase:

      London 

      Services Lounge 
      Selfridges Retail Ltd 
      400 Oxford Street 
      London 
      W1A 1AB

      Birmingham – (insert brand name here) 

      Selfridges Retail Ltd 
      Upper Mall East 
      Bullring 
      Birmingham 
      B5 4BP

      Manchester Exchange Square – (insert brand name here) 

      Selfridges Retail Ltd 
      1 Exchange Square 
      Manchester 
      M3 1BD

      Manchester Trafford – (insert brand name here) 

      Selfridges Retail Ltd 
      1 The Dome, 
      The Trafford Centre 
      Manchester 
      M17 8DA

    • Can I return items I bought before your stores closed?

      Store and online purchases can be returned to any of our four stores for a full refund or exchange within 28 days. Purchases made in store from 1 November 2020 can be returned up to and including 10 May 2021. From 11th May, our standard 28 day returns policy applies.

    • Do you have a safe deposit area?

      The safe deposit area in our London store has been in existence for over 80 years, providing storage facilities in a variety of sizes of safe deposit boxes. Each safe deposit box is operated by two keys and can only be accessed when accompanied by a custodian. So, whether it's precious jewellery or a family heirloom, you can visit your valuables as often as you like and fees for a box range from £249 to £900 a year. Our opening hours are Monday to Friday 10am to 6pm and Saturday 9.30am to 6pm. We are closed Sundays and Bank Holidays. For more information, please call 020 7318 3175, or email [email protected].

    • Can you arrange a tour of Selfridges?

      Since opening our doors to the world in 1909 we have sought to surprise, amaze and amuse every customer that walks through our doors, which is why we try to accommodate tour requests at Selfridges London whenever possible. To find out about tour possibilities, please contact us at [email protected].

      If we are unable to offer you a tour of Selfridges, why not head up to our exhibition space by Customer Services on 4, Selfridges London? Here, you can discover our history with archive pieces such as Harry Gordon Selfridge’s inkpot and the commissionaires’ hats (don’t know who they were? Come to the exhibition space and find out!).

    • Can I still shop duty free from in store?

      From 1 January 2021, our tax-free shopping service will be replaced with our new Tax-Free Shipping service, which allows you to shop in store for tax-free delivery to your chosen international address. For further information, please ask in store or contact our Customer Services team on call 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • Do you offer a wedding list service?

      The Wedding Shop at Selfridges London is the ultimate wedding list service. With your own personal consultant to guide you, you can select from over 250 brands. From the staples to underpin your life together to earth-conscious goodies and luxurious gifts, The Wedding Shop has something to suit every budget and taste.

      The service also offers two free deliveries in London and the flexibility to swap and change items as required. For further information or to book an appointment please call 020 7318 3094 or email [email protected].

  • Click & Collect

    • Which stores offer Click & Collect?

      All Selfridges stores will offer in-store Click & Collect services:

      • London (Monday to Saturday 10am – 8pm, Sunday 11:30am – 6pm)
      • Birmingham (Monday to Saturday 10am – 8pm, Sunday 11am – 5:30pm)
      • Manchester Exchange Square (Monday to Saturday 10am – 8pm, Sunday 11am – 5:30pm)
      • Manchester Trafford Centre (Monday to Saturday 10am – 9pm, Sunday 11:30am – 6pm)

       

    • Which items can I order for Click & Collect?

      Nearly all our products are available to order Click & Collect – look out for our Click & Collect icon in the product details to be sure. Some of our brands are dispatched directly from the supplier, so won't be available for Click & Collect. These brands include:

      • B & O Play Headphones
      • Smartech
      • CompuB
      • Samsung
      • The Conran Shop
      • Roxanne First
      • Monica Vinader
      • Ladurée
      • Alkemistry
      • Eversfield
      • Rachel Jackson
      • Canopy Plants
      • Moyses Stevens
      • The Real Flower Company
      • The Urban Botanist
      • Your London Florist

    • When will my order be ready to collect?

      Orders placed before 10pm may be available for collection from 12pm the next day, or simply select a collection date that suits you up to seven days after you’ve placed your order.

      You will receive a ‘Ready to Collect’ email when your order is ready.

      You can collect your Click & Collect order during store opening hours.

      Please note, in some cases your order may need to be transferred from a different location, in which case collection in three working days will be offered.

    • Where should I go to collect my order?

      Select to Click & Collect from any of our stores.

      Select a collection date most convenient to you. For more information about Click & Collect locations, please click here.

    • What do I need to bring with me when I collect my order?

      Click & Collect orders will be kept for seven days from the collection date you've selected. After seven days your order will be cancelled and you will be automatically refunded the full order value. Please allow five working days for this refund to show in your account.

      Note: if you have placed a Cartier Click & Collect order, we will only be able to hold your order for five days before your order is cancelled and you are automatically refunded. 

    • What do I need to bring with me when I collect my order?

      When collecting your Click & Collect order or collecting on behalf of someone else you will need to bring:

      • A copy of the 'Ready to Collect' email. Don't worry if you don’t have a printer, you can show us on your phone or tablet.
      • A valid passport, photo driving licence or the payment card used to purchase the order. Please note that for AliPay, PayPal and Gift Card orders you will need to bring a passport or photo driving licence.

      You will be required to sign for your order on collection.

    • Is there a charge for store collection?

      No, Click & Collect is a complimentary delivery service.

    • What happens if I don’t want to keep my order?

      You will be able to return any Click & Collect order for a full refund within 28 days of collecting it. To do this, you can register the return online and post it back to us via our complimentary courier service.

      Orders relating to certain fine jewellery and watches brands (for example De Beers, Bulgari, Chopard and/or Chanel) can either be returned to their respective boutiques in our London, Oxford Street store or via our complimentary courier service.

      Orders for Cartier products can only be returned by the complimentary courier service and cannot be returned to our London, Oxford Street store. Please see our Terms and Conditions for full details.

    • What if I miss my collection date and time slot?

      We don’t want you to miss out on something extraordinary, so we'll keep your order for seven days. If your order isn’t collected within seven days, it will be returned and refunded.

    • Can I collect an order on behalf of someone else?

      Yes, you can. To collect an order on someone else's behalf, please make sure you bring:

      • A copy of the 'Ready to Collect' email. Don't worry if you don't have a printer, you can show us on your phone or tablet.
      • Your own passport or photo driving licence. 

      If you paid for your order using PayPal, or if your order contains fine jewellery or watches, then orders must be collected by the person under whose name the order was placed. There are also certain products that you will be required to collect from the relevant brand boutique. These include fine jewellery and watches brands such as Van Cleef & Arpels, Chopard, Tiffany, Bulgari, De Beers, Chanel, Boucheron, Cartier, Repossi and Vashi.

    • Can I try my order on when I pick it up and then return if not right?

      You will be able to try your order on in store after you have collected it. If an item is not quite right, we will be able to exchange or refund the item for you. This excludes products that have a hygiene strip or seal, such as jewellery, under garments, and headphones. 

      Please note that any order paid by PayPal will only be refunded onto a Gift Card if returned to store.

    • Can I cancel my Click & Collect order?

      You can cancel your order at any time during the ‘Ordered’ status. To do this, you will need to sign into your account and view your Order History.

      If you require support in cancelling a Click & Collect order that has passed the ‘Ordered’ status, please contact our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

  • Online

    • When can I use an eVoucher?

      You can use an eVoucher to purchase products online so long as the total value of the order is equal to or greater than the value of the e-voucher. If the value of the order is less than the value of the eVoucher then we will be unable to process your order.

    • How can I see sizing information for my country?

      You can find an international size guide on the product description pages.

    • Which UK payment methods does selfridges.com accept?

      At selfridges.com we accept all major credit and debit cards (including prepaid cards) from Visa, Mastercard, American Express and Maestro. PayPal is also accepted and valid for all currencies except for CNY. Alipay is also accepted and can currently only be used in British Pounds, CNY, US Dollars and Hong Kong Dollars. You can also pay with a Selfridges Gift Card or eGift Card or an eVoucher.

    • Can I claim VAT back on my purchase made online?

      For orders to the UK, UK VAT is applied, meaning that they are not eligible for a VAT refund. For international orders, UK VAT is not applicable and will be deducted from the price shown on the website during checkout. Local taxes and duties will also be applied to your order, so you don't need to worry about additional costs when you receive your goods.

    • Can I change my address on my online order once I have placed it?

      Once an order is confirmed, we regret that you cannot change the delivery address. Please cancel the order and re-order it using the correct address. If your order has already been dispatched, please contact our Customer Services them on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • What packaging will my order be shipped in?

      Most orders are shipped in a discreet brown cardboard box with Selfridges’ signature yellow on the inside. You can also choose to add our signature gift packaging, which will be enclosed within the brown cardboard box.

    • I have forgotten my password. What should I do?

      Go to Sign In and click on 'Forgotten your Password'. We will email you a reset password link.

    • Do I need to sign for my order?

      Yes, our carriers may require a signature when they deliver your parcel. For more information, see our Delivery page.

    • When will my order be delivered and can I track my order?

      Delivery times will depend on the options you select at checkout; see our Delivery page for more information. You will be able to track your orders when you sign into your account. You will also receive updates from our carrier partner when your order is on its way.

    • How do I return items to you?

      Returning a selfridges.com order is easy. Just fill in your returns form (so that we can identify your order) and visit returns.selfridges.com to arrange a complimentary collection. If for any reason you’re not happy with your purchase, we offer a full refund within 28 days of delivery or collection – provided the items are new and unused, with all the labels and tags intact and in the original packaging.

      Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights. For more information, please see our Returns Policy.

      You can refund most online orders at any of our four stores or, alternatively, by post. For more details, please visit our Terms & Conditions. Please note, Christian Louboutin orders cannot be returned in store – they can be returned via our complimentary courier.

      Please note that there are exceptions to our returns policy, and we would strongly recommend referring to our Terms & Conditions for more information.

    • What do I do if I've lost my delivery note?

      If you have lost your delivery note, please include a cover note with the order number and a reason for the return. Please note, failure to do this may result in delays. Should you require assistance, please contact our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • How long does it take to get a refund?

      Within 14 days of us receiving your order back by post, or receiving proof from you that your order was returned to us, we will refund you the original purchase price and delivery charge for your order, provided that you return the product(s) to us in a saleable condition. Upon processing your refund, you will be refunded to your original payment method (with a few exceptions, please see below). If this is to a debit/credit card it will usually appear in your account within five days, depending on your card issuer.

      If you paid using multiple payment methods, we will refund to your credit card/debit card/PayPal/Alipay account first before refunding to an eVoucher or gift card. We will refund to a gift card for in-store refunds of online purchases made through PayPal or eVouchers. For postal returns paid through a gift card we will refund you through an eVoucher.

      Please see our Returns Policy and Terms & Conditions for more information.

    • Will I get refunded the delivery charge when I return an item?

      If you return your order in full, then, subject to the delivery method that you selected when first placing your order, you may be entitled to a refund of all or some of that delivery charge. For full details, please see here. Some products are not eligible for a refund or exchange – this includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. If your order contains one or more of these products, unfortunately, this does not count as a full order return, and we are unable to refund your delivery charge. Please note, this applies to UK orders only.

      Please see our Terms & Conditions for more information.

    • Can I cancel my order before it is dispatched?

      You can cancel your order at any time during the ‘Ordered’ status. To do this, you will need to sign into your account and view your Order History. Please note that orders for Gift Cards cannot be cancelled.

      If your order has already been dispatched, you can return it to us within 28 days of delivery. See our Returns Policy for more information. If you require support in cancelling an order that has passed the ‘Ordered’ status, please contact our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • Do I need to open an account to place an order online?

      No, you can use the guest checkout to complete your order. Opening an account not only speeds up the order process, but it also means you can see your Order History, save your personal and payment details, as well as save your favourites items to a Wish List.

    • How do I unsubscribe to the Selfridges emails?

      You can unsubscribe by opting out at the bottom of your Selfridges email, or alternatively contacting our Customer Services team by calling 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • What if I can’t find the item I am looking for online?

      To find a particular product, you can use our search box, browse by brand or department, or give us a call on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • What is Selfridges’ refund policy?

      We want you to be able to buy with confidence. That is why we are happy to offer a full refund if you are not 100% happy with your purchase, provided that you return it in a saleable condition within 28 days along with proof of purchase. Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact.

      Please note: if you are returning an online purchase to us via post, we can only offer you a refund and not an exchange. Your purchase can, however, be exchanged in any of our stores, with some exceptions such as Christian Louboutin. See our Refunds and Returns page for more information.

      Some of our brands, including watches, jewellery, technology and furniture, have their own policies: Technology, Conran Shop, The Watch Gallery, Rolex, Bulgari, Van Cleef et Arpels, Theo Fennell, Cartier, De Beers, Hermes, Chanel, Tiffany, Boucheron, Messika, Chaumet and Chopard; however, this may be subject to change from time to time. Please ask in store or contact our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad) for further details.

      Please refer to our Terms & Conditions as exceptions may apply. 

  • International

    • How can I see if products are eligible for international delivery?

      Most, but not all our products are available for international delivery. We have included an international delivery icon on each product page so you can be sure.

      You can also filter all gallery pages to see the products which are eligible for international delivery. Simply apply the filter on the left hand side and you will only see products eligible for international delivery.

      If you put products which are not eligible for international delivery in your basket and proceed to checkout then you will be notified of this and can either remove these products from your basket or save them for later. You must select one of these options to be able to proceed through checkout.

    • How can I see if my country is available for international delivery?

      We are regularly adding new countries to our international delivery list. For a full list of countries, including costs and delivery times, please check our Delivery page.

    • What currencies can I pay in?

      You can currently pay in US Dollars, Australian Dollars, Canadian Dollars, Hong Kong Dollars, Chinese Yuan, Euro, Japanese Yen, Singapore Dollars, South Korean Won, and New Taiwan Dollars.

      To select your currency, use the flag in the header or footer to change your location. You can still deliver to any country at checkout. The product availability and price you pay may vary depending on delivery country – which we will let you know at checkout. Please note, if you are delivering to the United States, you can only pay in USD. 

    • What international payment methods can I use?

      Most of our payment methods are available for all currencies (Visa, Mastercard, American Express, Delta, Visa Electron, Maestro credit and debit cards and PayPal).

      Please note, evouchers and gift cards can currently only be used in British Pounds and Alipay can currently only be used in British Pounds, CNY, US Dollars and Hong Kong Dollars.

      Please note, evouchers and gift cards can currently only be used in British Pounds and Alipay can currently only be used in British Pounds or Chinese Yen.

    • How much will delivery cost?

      Most of our payment methods are available for all currencies (Visa, Mastercard, American Express, Delta, Visa Electron, Maestro credit and debit cards, PayPal and Alipay). You can also pay with a Selfridges Gift Card and eGift Card or an eVoucher.

      Please note, eVouchers, Gift Cards, and eGift Cards can currently only be used in British Pounds and Alipay can currently only be used in British Pounds, CNY, US Dollars and Hong Kong Dollars.

    • How long will my delivery take? What happens if my delivery is late?

      Information about delivery times and how to track your order is available in our Delivery section. We will make every effort to deliver your order within the estimated timeframe. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays, adverse weather conditions, or higher-than-anticipated demand. Please note, during particularly busy periods, such as a sale, orders may take a little longer to get to you.

    • Can I track my order?

      Information about delivery times and how to track your order is available in our Delivery section. You will also receive delivery updates from our carrier partners when your parcel is on its way.

    • I didn't receive a returns label in my parcel?

      We no longer provide a returns label. Follow our returns portal link – www.returns.selfridges.com in order to arrange for our complimentary courier to collect your Products. Please note, should you choose to return your order through any other process not outlined in our Terms & Conditions (including a different carrier or postal service and not following the appropriate process for the value of the product(s), then any cost associated with that, as well as the risk, loss or damage to your order shall be borne by you).

    • I didn’t receive a returns label in my parcel?

      Unfortunately we are not able to refund local tax and duties paid at checkout on deliveries to non-EU countries as these are charged by local governments and paid by Selfridges on your behalf. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

    • What do I do if I want to return my goods?

      Not completely satisfied? No problem. Within certain timelines and product restrictions, we will accept returns. The process varies for returns from an EU country and a non-EU country. For more information please see our Returns policy.

    • If I return goods, will I get refunded the local tax and duties I paid at checkout?

      Unfortunately, in most cases we are not able to refund local tax and duties paid at checkout on international deliveries (including the EU) as these are charged by local governments and paid by Selfridges on your behalf.

      Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

      (For certain US states, if an order is returned to us via our designated courier we may be able to refund sales taxes subject to the local state laws.)

    • What local tax and duties are charged?

      If you are buying goods for delivery to an international address (excluding US addresses), we deduct UK VAT (where applicable) from the product price, and we will add local import duties at checkout that are applicable in order to deliver the goods to your country.

      US orders

      We will calculate, collect and remit US sales tax in states where legally required and details of this will be shown on your order at checkout.

      If you’re shipping an order to a state where we are not legally required to collect sales tax, you’re responsible for any relevant taxes, customs and duties on the order in accordance with the relevant state laws.

    • What VAT is charged on my order?

      If you are buying goods for delivery to a UK address, then we will charge UK VAT where applicable. The price is presented on the British Pound prices on the website. If you are shopping in a different currency, UK VAT will be updated when you select a UK delivery address at checkout.

      If you are buying goods for delivery to an international address, then we will deduct UK VAT where applicable. This is already reflected in the prices on the website if you are browsing an international country. If you are browsing in UK, UK VAT will be updated when you select an international delivery address at checkout.

    • What happens if my order gets stuck in customs?

      For international orders (excluding US orders)

      Where you’re buying goods for delivery to an international address (excluding US addresses), Selfridges and our delivery partner aim to handle all customs documentation and formalities. Any tax, customs or duties owed will be calculated at checkout.

      Occasionally, this process can take longer, and orders may be held by local customs. In that event, we will try wherever possible to resolve this issue, however, local customs may contact you as the designated importer. In that event, and if you require additional assistance, please call our Customer Services team on 0800 123 400 (from the UK) or +44 (0)20 7160 6222 (from overseas).

      For US orders

      Where you are buying goods for delivery to a US address in certain states, Selfridges will handle the required customs documentations and formalities. Any taxes, customs or duties owed will be calculated at checkout.

      Please note that for certain US states we can’t calculate the tax owed due to specific legislation. In such states, it is your responsibility to handle any relevant taxes, customs and duties on the order in accordance with the relevant state laws.

       

    • Can I shop VAT-free from abroad online?

      Yes. International customers can continue to shop online with us VAT-free. With almost everything on selfridges.com available for international delivery, you can send your order to 130 countries and regions around the world, including Europe, North America, Australia, the Middle East and China.

    • How do I claim VAT back on my purchases?

      International customers can use our Tax-Free Shipping service, which allows you to shop in store for tax-free delivery to your chosen international address. For further information, please ask in store or contact our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad).

    • Can I still shop from Europe? What is different?

      Due to changes in international shipping charges, all orders being delivered to an address in Europe (excluding UK) placed after 31 December 2020 are subject to duties, which are automatically calculated at the checkout.

      We always calculate a fully delivered price so you will never have to pay any additional charges when your order arrives. Duties will be shown as part of the final price at the checkout.

    • How does Brexit affect my purchases?

      For UK customers, Brexit will not affect your purchases and you can continue to shop as usual.

      For European customers, due to changes in international shipping charges, all orders being shipped to an address in Europe (excluding UK) placed after 31 December 2020 are subject to duties, which are automatically calculated and added at the checkout.

      Our international customers from outside the EU can continue to shop VAT-free online with no changes. You are also able to shop via our Tax-Free Shipping service, which allows you to shop in store for tax-free delivery to your chosen international address.

  • Gift cards

  • Contact us

    • How do I contact Customer Services?

      You may find your questions have been answered here, alternatively, should you still require assistance, our Customer Services team is available between 9am - 8pm BST through our Live Chat located in the bottom right of the screen or by phone between 8am – 11pm BST on 0800 123 400 (within the UK) and +44 (0)20 7160 6222 (from abroad).

  • App

    • How do I download the Selfridges App?

      iOS

      You can get our Selfridges iOS app for free by downloading it through the App Store on your Apple device and tapping the GET button. 

      Android

      You can download the Selfridges Android app for free by searching for ‘Selfridges’ in the Play Store. 

      Once the app has downloaded, you will be able to start using it. You can use the app as a guest customer, log in with your existing online Selfridges account details, or register as a new customer.

    • What devices and software are compatible with the Selfridges App?

      The Selfridges iOS app is currently compatible with iPhone 5 or later devices with iOS 7.0 or later.

      The Selfridges Android app is currently compatible on Android versions 5 or later.

      Please always update your app so that we can provide you with the very best online experience

    • What are the benefits of registering/signing in on the Selfridges App?

      By registering/signing into the Selfridges app, you can personalise your home screen by selecting your favourite brands and categories. You can also create a Wish List of up to 50 of your favourite items, which will automatically sync across all online channels – desktop, mobile web and app.

    • How do I select my favourite brands?

      You can easily customise your account with your favourite brands. Simply go to: More/Settings and update the relevant information.

    • Can I add my personal details and preferences at a later stage?

      Yes, you can. When you’re ready to add your preferences, simply go to: Profile/Preferences

      • Set my preferences 
      • Set my currency

    • What is the Stores section?

      You can view the latest events, restaurant openings, and services – including exciting collaborations happening in your local store – in our Stores section. We can also notify you of upcoming events, so you never miss out. Simply go to: Stores/Select your store/News.

    • Can I turn the notifications off?

      Yes, you can turn off the notifications at any time. Simply go to: More/Settings/Disable Push Notifications and select the relevant notification you wish to turn off.

    • I’m having problems signing into my Selfridges App account, can you advise?

      Firstly, make sure you’re using the same email address and password that you registered with. If you can’t remember your password, tap 'Forgotten Password’ on the sign-in page. If you still can’t sign in, contact our Customer Services team by calling 0800 123 400 (within the UK) or +44 (0)207 160 6222 (from abroad), from Monday to Sunday from 8am – 11pm BST.

    • What languages can I read the Selfridges App in?

      The app is currently only available in English and Simplified Chinese, but we’re hoping to make it available in other languages in the future.

    • Which payment methods does the Selfridges App accept?

      The Selfridges app accepts the same payment methods as online or in store: Visa, Mastercard, American Express, Delta, Visa Electron, Maestro credit and debit cards, PayPal and Alipay. You can also pay with a Selfridges Gift Card and eGift Cards or an eVoucher.

      Please note, eVoucher and Gift Cards and eGift Cards can currently only be used in British Pounds and Alipay can currently only be used in British Pounds, CNY, US Dollars and Hong Kong Dollars.

    • Can I change the currency on the app?

      We ship to over 130 countries and offer checkout in 22 different currencies. To change this, simply go to: More/Change Currency.

    • Where can I find the size guide?

      You can find our size guide on each product page, next to the Select Sizes option.

    • Can I order Click & Collect on the app?

      Yes, the same delivery methods apply as normal. For information on Click & Collect, view our Click & Collect section.

    • Can I track my orders on the app?

      You can track the status of your order on the app, simply go to: More/Profile/Orders. For delivery tracking, please keep an eye out for email notifications from our carrier partners.

    • Where can I find information about delivery and returns?

      Each product page has a Delivery & Returns section, where you can find information about the delivery charges, Click & Collect (UK only) availability, international delivery and returns. Please always check our Returns and Refund sections for more information, as exceptions may apply.

  • Personalisation

  • Other

    • How can I request a receipt?

      If you purchased your items online, you can find your order details in your Order Confirmation email, or alternatively, you can visit your account on selfridges.com and find the details of your purchase.

      If you purchased your items in one of our stores and provided an email address, please contact our Customer Services team on 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad) so that we can reissue this.

    • I would like to supply goods to Selfridges. How do I contact the Buying department?

      If you represent a business and you would like to supply goods to Selfridges*, please contact the relevant Buying and Merchandising department at one of the email addresses listed below.

      To help our Buying department review your proposal, please include the following information so that we can understand more about your company:

      • Images of your product
      • Price range
      • Where do you feel your brand sits within the market?

      *Due to the volume of emails we receive, we will only be able to respond if we are interested in pursuing your proposal further.

      Please note, “@selfridges.com” or “@selfridges.co.uk” are the only domains we may contact you from.

    • How do I apply for a job at Selfridges?

      We have a dedicated careers website where you’ll find all our current vacancies, plus information on the range of roles we have, both in our Head Office and in Store. Please visit selfridges.com/careers for more information.

      Please note, unfortunately we do not operate a work experience scheme, and models are hired through external modelling agencies.

    RESELLFRIDGES

    • What is RESELLFRIDGES?

      RESELLFRIDGES is a new initiative that enables you to sell pre-loved designer bags from selected brands in exchange for Selfridges credits to spend in store or online. It’s just one way of helping to close the loop on unnecessary landfill waste.

    • Which countries is this service available?

      At the moment, our resell platform is only available in the UK and Europe, excluding Switzerland, Iceland, Norway and Liechtenstein.

    • Which brands do you accept?

      We currently only accept bags from the following brands: Alexander McQueen, Alexander Wang, Balenciaga, Bottega Veneta, Burberry, Bulgari, Cartier, Celine, Chanel, Chloé, Dior, Dolce & Gabbana, Fendi, Givenchy, Gucci, Hermès, Jacquemus, Loewe, Louis Vuitton, MCM, Miu Miu, Mulberry, Off-White, Prada, Salvatore Ferragamo, Stella McCartney, The Row and Valentino. Watch this space, though – the list is growing all the time! 

      Your bag does not have to have been bought from RESELLFRIDGES originally; you can sell any bag from our list of accepted brands.

    • Can I sell more than one bag?

      Yes. You may submit as many bags as you want, but you will need to fill in a new submission form for each item via resellfridges.com.

    • Who do I contact if I have additional questions?

      The RESELLFRIDGES Customer Services team are here to help. Please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, dial +44 (0) 20 7160 6222, 8am – 11pm.

    • How do I know which size category my bag falls into?

      Please refer to our size guidelines: 

      XS: 20 x 17 x 13 cm

      S: 25 x 19 x 15 cm 

      M: 30 x 21 x 17 cm 

      L: 35 x 23 x 18 cm 

      XL: 40 x 25 x 19 cm

    • I’ve submitted my bag(s), when will I receive my quote?

      We will send you a quote via email within four working days (Monday to Friday, excluding holidays).

    • How is the price I’m quoted for my bag(s) determined?

      We work with a team of valuation experts to evaluate your bag. The quote that you are given will be a competitive trade price that is based on several factors, including brand, authenticity, condition and the demand for that particular style.

    • Will any fees be subtracted from the price that I am quoted?

      No. The price that you are quoted is the amount that you will receive in Selfridges credit, which can be spent in store or online.

    • What happens if I’m not happy with the quote?

      Unfortunately, at this time, all prices quoted are final and are not subject to further negotiation. If you are not happy with our quote, simply decline the offer in the RESELLFRIDGES offer email. There is no obligation to accept our quote.

    • How do I accept the quote that you have given me?

      To accept our quote, simply select ‘Accept Offer’ in the email we sent you with details of the offer. You have 14 days to select ‘Accept Offer’. (If you still wish to sell your item after the offer has expired, you will need to re-submit photos of your bag to receive a new quote.)

    • Can the original price I’m quoted change after you receive my bag(s)?

      No, the price you are quoted is non-negotiable and a one-time offer. If your bag is not selected for resale, we will send it back to you, free of charge.

    • Why haven’t I received my quote yet?

      From the date of submission, quotes may take up to four days to be confirmed. If you have not received a quote after this time, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad +44 (0) 20 7160 6222 between 8am – 11pm.

    • How long is my quote valid for?

      Your quote is valid for 14 days. If you still wish to sell your item after the offer has expired, you will need to re-submit photos of your bag to receive a new quote.

    • I’ve been asked to send more photos – why?

      Additional photos are sometimes needed to ensure the team of valuation experts give you the most accurate quote possible. If additional photos have been requested, we will not be able to proceed with the evaluation of your bag until they have been received.

    • How and when will I be paid?

      Payment will be given in credits on a Selfridges eGift Card, which you can spend in store or at selfridges.com. Once you have accepted your quote and the valuation team has successfully received and verified your bag, the credit will be transferred onto a Selfridges eGift Card within 12 days of it arriving with the valuation experts. These credits can be used immediately and do not expire. Unfortunately, at this time, we are unable to offer any other forms of payment (e.g. money). We will update you in the future if this changes.

    • What is Selfridges credit and what can I use it for?

      Selfridges credit is ‘money’ that will be added to a Selfridges eGift Card, which you can spend in store or at selfridges.com.

    • I haven’t received my credit yet – why?

      If you haven’t received your credit yet, it is likely that your item is still being evaluated. You will receive an email notification as soon as your credit has been processed (this normally takes no more than 12 days from when the bag arrived with the valuation experts).

    • Can I transfer my credit to family or friends?

      Unfortunately, Selfridges credit isn’t transferable.

    • How long will my Selfridges eGift Card be valid for?

      Don’t worry, your Selfridges eGift Card will never expire.

    • How do I send my items to RESELLFRIDGES? Are there any shipping costs?

      Sending your items to RESELLFRIDGES is a quick, free and easy process. Once you have accepted your quote, you can schedule a pick-up. We use DHL for our collections and deliveries; they offer three-hour collection/delivery slots. Once a pick-up has been scheduled, you will receive our packaging guidelines to help you prepare your item for collection, as well as the DHL tracking number and shipping label, which you will need to print out. (Please note, the valuation experts are based in Estonia.)

    • How do I prepare my item for pick-up?

      We have tried to make our pick-up process as easy as possible for you. Please see below for information on how to prepare your bag for collection: 

      1. You will receive an email with the shipping instructions and commercial invoice, which you will need to print out. 

      2. Once you have printed out the label and found a box or polymer envelope to package the bag in, please remember to: 

      a. Empty your bag of its contents. 

      b. Wrap any exposed hardware in tissue paper or bubble wrap. 

      c. Make sure your item is in a condition you’d like to receive it in. 

      3. Put your bag inside the package and seal. 

      4. Before the driver arrives, attach the printed shipping label to the front of the packaging.

    • Can I change my pick-up address?

      Unfortunately, this is not possible at the moment. If you have any questions, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad please call +44 (0) 20 7160 6222 between 8am – 11pm.

    • I missed the courier – can I reschedule another pick-up time?

      Yes. If you need to reschedule your pick-up, please contact DHL Express either via their website www.dhl.com/en/express or on 0345 072 0278 (please note, this number is for UK-based customers only) and quote your DHL tracking number. Alternatively, please email [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, call +44 (0) 20 7160 6222, between 8am – 11pm, and quote your DHL tracking number. Please note, we can only arrange up to three pick-ups.

    • Is there a way to track the shipment of my item?

      Yes. You can use the DHL tracking number given via email to track the shipment status via the DHL Express website www.dhl.com/en/express. If you have any issues, please contact DHL Express on 0345 072 0278 (please note, this number is for UK-based customers only). Alternatively, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, call +44 (0) 20 7160 6222, between 8am – 11pm, and quote your DHL tracking number. (Please note, the valuation experts are based in Estonia.)

    • Why haven’t you received my item yet?

      Shipping delays may occur over the weekend or during holiday periods. You can track your item via the DHL Express website www.dhl.com/en/express using the DHL tracking number provided via email.

    • What happens if my item gets lost during shipment?

      All items are insured and provided with tracking details for monitoring purposes. If you are concerned that your shipment has been lost, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad call +44 (0) 20 7160 6222 between 8am – 11pm and quote your DHL tracking number provided via email.

    • Can I drop off my item at Selfridges?

      Unfortunately, this is not something that we are able to offer at the moment. We’ll update you if this changes in the future.

    • Where will my item be sent for valuation?

      Your bag will be sent to a team of valuation experts in Estonia.

    • I can’t find my label or shipping instructions. Can you help?

      You will receive this information by email. If you haven’t received this within one day of scheduling your pick-up, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, call +44 (0) 20 7160 6222 between 8am – 11pm, and quote your DHL tracking number provided via email.

    • How quickly do I need to send my item to RESELLFRIDGES?

      There is no set time period, but we recommend that you schedule your pick-up as soon as you receive our quote in order to receive payment for your item(s) as soon as possible.

    • How will I know that the valuation experts have received my bag?

      You will receive an email to let you know your bag has arrived with the valuation experts. You can also use the DHL tracking number given via email to view the shipment status on the DHL Express website www.dhl.com/en/express. If you have any issues, please contact DHL Express on 0345 072 0278 (please note, this number is for UK-based customers only). Alternatively, you can email us at [email protected] or call us on +44 (0) 800 123 400. If calling from abroad, please dial +44 (0) 20 7160 6222 between 8am – 11pm and quote your DHL tracking number.

    • What happens when you receive my item? How long does the process take?

      The team of valuation experts will assess your bag as soon as they receive it. Once it has passed their quality checks, we will transfer the credits to a Selfridges eGift Card, which you can spend in store or at selfridges.com. This should take no longer than 12 days from the time your item reached the experts.

    • How do you authenticate the bags?

      We work with a team of third-party valuation experts to ensure the authentication of the items we receive. We have a rigorous process to ensure that all items meet our authenticity standards.

    • Why would my bag not pass the evaluation?

      Your item may not be approved by the valuation experts if it differs from what was expected, based on the photos and information that you submitted. Some examples of why your bag may not be approved are listed below:

      • your bag is not a style we’re currently accepting.
      • your bag is not in a suitable condition.
      • the valuation experts can’t confirm the authenticity of your bag.
      • your bag is from a brand we don’t stock.

    • What happens to my bag if it is not approved?

      You will receive an email if your item is not approved by the team of valuation experts. We will send your bag back via DHL to the same address that the pick-up was arranged from, free of charge, within five working days. When the item is delivered, we will require a signature for tracking confirmation.You will receive an email if your item is not approved by the team of valuation experts. We will send your bag back via DHL to the same address that the pick-up was arranged from, free of charge, within five working days. When the item is delivered, we will require a signature for tracking confirmation.

    • What can I do if I can’t submit my bag online?

      In order for us to make a submission on your behalf, our Customer Services team needs the following information:

      Personal details: 

      1. Full name 

      2. Full pick-up address (street, city, postcode, country) 

      3. Email address 

      4. Mobile number 

      Bag details: 

      1. Minimum of 4 photos 

      2. Brand 

      3. Size 

      4. Condition

      Please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, dial +44 (0) 20 7160 6222, between 8am – 11pm.

    • Can you schedule a pick-up for me?

      When you accept our offer in your email, you will automatically be taken to a page to schedule a pick-up. If, however, you would prefer this pick-up to be arranged on your behalf, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, dial +44 (0) 20 7160 6222, between 8am – 11pm, with the following information: 

      1. Full pick-up address (street, city, postcode, country) 

      2. Preferred pick-up date (minimum 3 days in advance)

      3. Preferred pick-up time

      4. Your Resellfridges reference number (RS******)

  • Wellbeing

    • What security do you have in place in store?

      The safety and security of our customers and team members is our priority. We have 24/7 manned security and CCTV coverage internally and externally in all stores. We also have integrated partnerships with local anti-crime initiatives, regional police forces and other law enforcement agencies.

    • What safety measures will be in place in store?

      As a responsible business, we have a duty of care to our team members, and the health, safety and wellbeing of customers and team members is our priority. We have therefore retained measures to help minimise the risk of coronavirus and continue to monitor current government guidance. For more information, please visit our Policies Hub. 

      ·       We request that customers that feel unwell or have a confirmed case of Covid-19 remain at home and do not visit our stores, in line with government guidance. 

      ·       We recommend that our customers and team members wear a face covering when shopping and working in our stores. 

      ·       We have installed physical barriers to protect our customers and teams in high traffic areas, with screens installed at till points and counters wherever appropriate.  

      ·       We consistently review ventilation throughout our stores to ensure adequate flow of air, in line with government guidance. 

      ·       We operate enhanced cleaning regimes, including hand sanitiser stations throughout the store. 

    • Am I required to wear a face covering?

      As a responsible retailer, we have a duty of care to our customers and team members. We recommend that our customers wear a face covering when shopping in our stores.

    • How are you participating in Test & Trace?

      We display QR codes for customers who wish to participate in the NHS Test and Trace Scheme. Customers may scan the code using the NHS Covid-19 app. Your booking contact details may be shared by Selfridges to support in the NHS Test and Trace Scheme. All data shall be securely retained in line with GDPR requirements for 21 days and shall be deleted thereafter.

    • How are you safely managing returned products?

      Each return is processed with care to minimise the risk of contamination. All returned items are sanitised or quarantined before they are put back on sale, with the length of the quarantine and the cleaning process dependent on the nature of the item and its material, in line with relevant health and safety guidance.

    • Are your fitting rooms open?

      Our fitting rooms are open with additional safety measures in place in line with current government guidance. Each fitting room is sanitised as part of our enhanced cleaning regime.

    • How will Selfridges keep restrooms hygienic?

      Restrooms are cleaned every hour as part of our enhanced cleaning regime.

    • How will Selfridges keep restaurants, cafes and bars hygienic?

      We are committed to delivering food and drink of the highest possible food safety and quality standards. Our Food Technical team has implemented thorough and comprehensive internal guidelines, including regular deep cleaning to all restaurants, bars and food counters, with independent audits carried out. Additionally, all staff serving and preparing food and drink are asked to wear a face covering where possible.

      Additionally, all staff serving and preparing food and drink are asked to wear a face covering where possible, with screens installed and hand sanitiser available throughout the restaurant. 

    • How will Selfridges keep beauty appointments hygienic?

      We want our customers to feel as safe as possible during a beauty appointment. For this reason, all team members conducting close contact beauty services are required to wear a face covering, and we recommend face coverings are worn by customers where the service permits. All stations and tools will be cleaned before and after each client, with appointments timed to allow and facilitate additional cleaning time.

    • Can I test and sample products when in the store?

      We want our customers to try and explore our products and our team members are there to encourage experimentation safely and hygienically. Please ask a team member for assistance should you wish to try a product and they will be happy to assist you in this. 

    • Is there a limit on customers in the store?

      Our store capacities are constantly monitored throughout the day to ensure a safe and comfortable experience during busy periods.