FREQUENTLY ASKED QUESTIONS

  • Stores

    • Account Card – How do I open a Selfridges Account?

      Unfortunately, you can no longer apply for a Selfridges Account Card. However if you have any questions regarding your existing Account Card, then please call Creation Financial Service Ltd direct on 0845 122 2503 and they will be happy to assist you further (Calls to 0845 numbers will not exceed 12p per minute (including VAT) from BT landlines. Cost of calls from other providers and mobile phones will vary. Please check with your phone provider.)

    • Account Card - I have a query regarding my Selfridges Account. Who should I speak to?

      The Selfridges Account Card is administered by Creation Financial Services Ltd on behalf of Selfridges. If you have a query regarding your existing Account Card, please call them direct on 0845 122 2503 and they will be happy to assist you further (Calls to 0845 numbers will not exceed 12p per minute (including VAT) from BT landlines. Cost of calls from other providers and mobile phones will vary. Please check with your phone provider.)

      Unfortunately you can no longer apply for a new Selfridges Account Card.

    • Addresses - 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

    • Baby changing - Where are the baby changing facilities in your stores?

      Baby changing facilities are available in the following toilets:

      • London 
        Third floor shared with mother and baby room 
        Ladies' toilets on the lower ground floor 
        Men's toilets on the lower ground floor
      • 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)

    • Car park - 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: 
        There is a car park as part of the development (Sat Nav: M17 8DA).

    • Cash machines - Are any available in store?

      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, next to the ladies' toilets on 3 and in our 24/7 Customer Services Lounge on 4
      Birmingham: next to the toilets on 2
      Manchester Exchange: at Womens on 2
      Manchester Trafford: next to the toilets on Upper Level

    • Charity request - How do I approach Selfridges regarding a charitable donation or sponsorship?

      As a high profile retailer, we are approached by many charities to support good causes, all deserving in their own right. Unfortunately we cannot support them all and we believe that by channelling our resources into long-term strategic partnerships, we can maximise our positive social and environmental impact

    • Cloakroom - Is there anywhere I can leave my coat and shopping when in the London store?

      In London, you can leave shopping bags and coats at the 24/7 customer services Lounge on 4. This costs £3 but is free of charge if you are leaving Selfridges shopping bags. We are not able to store any luggage (such as suitcases, backpacks and holdalls). All items stored must be collected on the same day. If not collected they are given to Security as lost property which may then be disposed of.

      All items are stored at owner's risk. We reserve the right to search any items stored with us.

    • Deliveries - 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 purchases as you head out for dinner, we 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 call our Customer Service Centre on 0800 123 400 (overseas callers +44 (0)207 160 6222).

    • Electrical items - how do I recycle them?

      What is WEEE?
      The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of all electrical equipment.

      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 will leak out and cause soil and water contamination – harming wildlife and also human health.

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

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

      Recycling your old electricals is easy 
      Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.

      How are we helping? 
      In the UK, distributors including retailers must 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 the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

      To find out more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

    • Engraving / Personalisation - Do you offer an engraving service?

      Engraving is available at Timpson's (Lower Ground Floor) in our London store. Call 0207318 3717. Engraving is also available at Manchester Exchange Square.

    • Events - 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 events calendar, or sign up to our mailing list to make sure you never miss out.

    • Lost property - I think I may have left an item in store. What do I do next?

      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 and give a detailed description of the item.

    • Personal Shopping - How do I book a Personal Shopping appointment?

      Every consultation, lasting around 2 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.

      The ultimate shopping experience, this luxury service makes a fantastic gift for both women and men.

      Buy a gift card today and we'll send the lucky person a gift letter outlining everything that awaits them.

      Women's personal shopping:

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

      London: 020 73183536 (£2,000 minimum spend) 
      Birmingham: 07720 948 010 (£500 minimum spend) 
      Manchester Trafford: 07738 755371 
      Manchester Exchange Square: 0161 838 0707

      Men's personal shopping:

      To book an appointment or for more information, please call the London store on 020 73183536, Manchester Exchange Square on 0161 838 0707, Manchester Trafford on 07738 755371 and Birmingham on 07720 948 010.

    • Product enquiry - Do you sell the product I am looking for?

      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 (overseas callers +44 (0)207 160 6222).

    • Refund policy - 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 or exchange if you are not 100 per cent happy with your purchase, provided that you return it in saleable condition within 28 days along with proof of purchase. For anything purchased in store, we have extended our returns policy, allowing you to return items up to 28 days after our stores reopen.

      Please note: if you are returning an online purchase to us via the post we can only offer you a refund and not an exchange. Your purchase can, however, be exchanged in any of our stores. See our Refunds and Returns page for more information. Online orders must be returned within 28 days of delivery or collection.

      Some of our brands, including watches, jewellery, technology and furniture, have their own policies and bespoke, altered, personalised and made-to-order items cannot be returned - please ask in store for details or see our Refunds and Returns page for details regarding online orders.

      If you have ordered from the UK and the value of the item(s) you are returning is over £250, we strongly advise you to use our courier collection service. Please contact our Customer Service team here or by calling 0800 123 400 (+44 (0)207 160 6222 from overseas).

    • Refund policy – What is the in-store Christmas Returns Policy?

      Over Christmas, we extend our Returns period – giving you plenty of time to return any gifts that aren't quite right. Anything purchased in store between 1 November and 11 December can be returned by 8 January 2021. For anything purchased after 11 December, the normal 28 day returns policy applies. For purchases made online, see here.

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

      With over 30 cafes 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.

    • Returns - 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 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. Please allow up to ten 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 cheque.

      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

    • Safe deposit - 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 per year. Our opening hours are Monday to Saturday 11am to 6pm. We are closed Sundays and Bank Holidays. Safe Deposit, London, 020 7318 3175.

    • Sale - when is your next Sale?

      Selfridges currently runs two sales per year, one in winter and one in summer. The exact dates are available nearer the time, so sign up to our mailing list to be the first to know.

    • Tour - 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? There you can start at the very beginning by discovering 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 via email  [email protected]  or call 0800 123 400 (within UK) or +44 (0)20 7160 6222 (from abroad). 

    • Wedding services - 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 luxurious and indulgent gifts, The Wedding Shop has something to suit every budget.

      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].

    • Which stores offer Click & Collect?

      All Selfridges stores offer Click & Collect:

      • London
      • Birmingham
      • Manchester Exchange Square
      • Manchester Trafford Centre

  • Click & Collect

    • Is Click & Collect still available while the stores are temporarily closed?

      Our Click & Collect service is available at Selfridges London, with collections from Edwards Mews. Click & Collect is temporarily unavailable at our Birmingham and Manchester stores. To find out more, please click here.

    • Which items can I order for Click & Collect?

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

      • Some technology products
      • Flowers
      • Tumi
      • Astley Clarke
      • Watches

    • When will my order be ready to collect?

      Order before 10pm and you will be able to collect your order from 12pm the next day or simply select a collection date that suits you up to 7 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.In your ‘Ready to Collect’ email, you’ll be able to choose to collect via a drive-up or walk-up collection. For more information about the new Click & Collect locations, please click here.

    • How long are orders kept for collection?

      Click & Collect orders will be kept for 7 days from the collection date you've selected. After 7 days your order will be cancelled and you will be automatically refunded the full order value. Please allow 5 working days for this refund to show in your account.

      If you have placed a Cartier Click & Collect order, we will only be able to hold your order for 5 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 your '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 or use our complimentary courier service.

      Please note, De Beers, Bulgari, Chopard and Chanel (Fine Jewellery & Watches) Click & Collect orders can either be returned to their respective boutiques in our London, Oxford Street store or via our complimentary courier service. For those customers returning De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) items via our complimentary courier service you are required to contact our Customer Service Team by calling 0800 123 400 (+44 (0)207 160 6222 from overseas) in order to arrange for our authorised courier to collect your De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) items on a nominated day pre 10:30am service.

      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 7 days. If your order isn't collected within 7 days, then 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 for collection' 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.

      Unfortunately, if your order was paid for using PayPal or if your order contains BOUCHERON, BREITLING, CARTIER, CHANEL Fine Jewellery and Watches, CHAUMET, CHOPARD, DE BEERS, HUBLOT, TIFFANY & CO Fine Jewellery and Watches and VAN CLEEF & ARPELS products then this is not possible and you must collect your order yourself.

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

      Yes 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.

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

    • Can I cancel my order?

      Yes, you can cancel at any point before it's dispatched from our warehouse.

      If you are a registered customer, simply sign into your account, select My Account and My Orders. You will then be given the option to cancel your order.

      If you are shopping as a guest or wish to speak to our Customer Service Centre please contact them on 0800 123 400.

      Please note, orders made using AliPay cannot be cancelled, however they can be returned to us within 28 days of purchase for a refund to your AliPay account.

  • Online

    • E-Vouchers – when can I use an e-voucher?

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

    • International size guide - How can I see sizing information for my country?

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

    • How do I make a purchase?

      Shopping at selfridges.com is easy: browse by brand or department, add items to your shopping bag and follow the prompts at checkout. For more information, see our How to Shop section.

    • Which payment methods does selfridges.com accept?

      Selfridges.com accepts 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 Electronic Gift Card or an e-voucher.

    • Does selfridges.com ship to multiple addresses?

      You can have goods from the same order shipped to multiple addresses within the UK. Select this option at checkout and click on the 'Edit' buttons in your shopping basket to arrange an address for each item. For more information, see the Dispatch and Delivery section.

      For international orders, we can only ship to a single address per order. For multiple addresses, you can use the 'Save for later' functionality to keep products in your basket for additional orders to a different address.

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

      For orders to UK and EU addresses, UK VAT is applied, meaning that they are not eligible for a VAT refund. For orders to Non-EU addresses, UK VAT is not applicable and will be deducted from the price shown at 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.

    • Online shopping – Can I change my address on my 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 replace using the correct address.

    • What packaging will my order be shipped in?

      Most orders are shipped in a brown cardboard box with Selfridges' signature yellow on the inside (smaller items may be shipped in jiffy bags).

      You can also choose to add our signature gift packaging.

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

      Go to Sign In and click on 'Forgotten your password'. We will email you a new temporary password.

    • Do I need to sign for my order?

      Yes, our carriers will require a signature when they deliver your parcel. For more information, see our Dispatch and 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 Dispatch and Delivery page for more information. You will be able to track your orders when you sign in to your account.

    • How do I return items to you?

      Returning a selfridges.com order is easy. Just fill in your returns form and use the returns label sent out with your delivery. This will help us identify your order. 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 online orders at any of our four stores or alternatively, by post. For more details, please see Online Returns Process. Please note, Christian Louboutin orders cannot be returned in store, they can be returned via our complimentary courier service or by complimentary Royal Mail returns.

      If you have ordered from the UK and the value of your item(s) you are returning is over £250, we strongly advise you to use our complimentary courier collection service. Please contact our Customer Service team here or by calling 0800 123 400 (+44 (0)207 160 6222 from overseas).

      Please note, De Beers, Bulgari, Chopard and Chanel (Fine Jewellery & Watches) online orders can either be returned to their respective boutiques in our London, Oxford Street store or via our complimentary courier service. For those customers returning De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) items via our complimentary courier service you are required to contact our Customer Service Team by calling 0800 123 400 (+44 (0)207 160 6222 from overseas) in order to arrange for our authorised courier to collect your De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) items on a nominated day pre 10:30am service.

      Please see our Terms and Conditions for full details.

    • What happens when I've lost my returns label?

      A returns label is sent out with your delivery. However, for identification purposes it is best if you use the original label. If you have lost it you should follow the instructions below.

      Within the UK & EU

      If you've lost your returns label or require more, please print one out here. Please make sure you put your order number in the space provided to ensure we process your refund quickly. For more details on how to fill out the returns label, please see Online Returns Process here.

      Outside the EU

      If you've lost your returns label or require more, please contact our Customer Service team by calling +44 (0)207 160 6222 from overseas to get the relevant replacement forms.

    • How long does it take to get a refund?

      Once we have received your item, 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 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 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 will not count as a full order return, and we are unable to refund your delivery charge.

      Please note, this applies to UK and EU orders only

      Please see our Returns Policy for more information.

    • Can I cancel my order before it is dispatched?

      You can cancel your order at any time before it is dispatched. To do this, you will need to sign into your account and view your order history. Please note that orders for Gift Cards and e-vouchers 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.

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

      No, you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history; save your personal and payment details as well as edit your favourites items.

    • Online shopping – How do I unsubscribe?

      You can unsubscribe by contacting our customer services team here or by calling 0800 123 400 (+44 (0)207 160 6222 from overseas).

    • Product enquiry - Do you sell the product I am looking for?

      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 (overseas callers +44 (0)207 160 6222).

    • Refund policy - 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 or exchange if you are not 100 per cent happy with your purchase, provided that you return it in saleable condition within 28 days along with proof of purchase.

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

      Louis Vuitton, The Wonder Room, The Real Flower Company, Technology and the Furniture Hall all have their own policies - please ask in store for details or see our Refunds and Returns page for details regarding online orders.

      If you have ordered from the UK and the value of your item(s) you are returning is over £250, we strongly advise you to use our courier collection service. Please contact our Customer Service team here or by calling 0800 123 400 (+44 (0)207 160 6222 from overseas). Please note, De Beers and Chanel (Fine Jewellery & Watches) online orders can either be returned to their respective boutiques in our London, Oxford Street store or via our complimentary courier service. For those customers returning De Beers and/or Chanel (Fine Jewellery & Watches) items via our complimentary courier service you are required to contact our Customer Service Team by calling 0800 123 400 (+44 (0)207 160 6222 from overseas) in order to arrange for our authorised courier to collect your De Beers and/or Chanel (Fine Jewellery & Watches) items on a nominated day pre 10:30am service.

    • Refund policy – What is the online Christmas Returns Policy?

      Over Christmas, we extend our Returns period – giving you plenty of time to return any gifts that aren't quite right. If you place an online order between 1 November and 11 December, you have until 8 January 2021 to return it by Royal Mail/courier, or return it in store. For orders placed after 11 December, the normal 28 day returns policy applies. For purchases made in store, see here.

  • 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 times please check our International Dispatch & Delivery page.

    • What currencies can I pay in?

      You can currently pay in British Pounds, US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars, Singapore Dollars, Japanese Yen, South Korean Won and Taiwanese 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 price you pay may vary depending on delivery country – which we will let you know at checkout.

    • What 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?

      Delivery to the EU costs £15 and delivery to countries outside of the EU costs £25. For more information on our International delivery service, visit our International delivery page.

    • 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 Dispatch & Delivery section. International delivery times are approximate, as there may be some situations which cause delays to your delivery which are out of our control.

    • Can I track my order?

      Information about delivery times and how to track your order is available in our Dispatch & Delivery section.

    • I didn't receive a returns form 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 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.

      (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 a non-EU 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 an EU address, then we will charge UK VAT where applicable. The price is presented on the Euro prices on the website. If you are shopping in a different currency, UK VAT will be updated when you select an EU delivery address at checkout.

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

    • What happens if my order gets stuck in customs?

      For non-EU Orders (excluding US Orders)

      Where you’re buying goods for delivery to a non-EU 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 24/7 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.

    • VAT refund - How do I claim VAT back on my purchases?

      International customers from outside the EU can continue to claim tax back on in-store purchases until 31 December 2020. Please note that you can continue to claim tax back in store for purchases made before 31 December for three months after you purchased your items. After 31 December, you will be 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. For further information, please ask instore or contact our Customer Services team via email [email protected] or call 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 will be subject to duties, which will be 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 purchase and you can continue to shop as usual.

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

      Our international customers from outside the EU can continue to shop VAT-free online with no changes. Tax can be claimed back on in-store purchases until 31 December 2020. After this date, you will be 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.

    • What are the deadlines before duty is applied?

      Duty will be applied to all purchases made after 31 December 2020 for all non-UK residents. Please note that you can continue to claim tax back in store for purchases made before 31 December for three months after you purchased your items.

  • Gift cards

  • Contact us

  • App

  • Personalisation

  • Other

    • Beauty - Do you offer beauty treatments in store?

      All our stores offer a wide variety of services from eyebrow shaping and hair extensions to beauty consultations and make-up tutorials. Find out more by calling your nearest store or our Customer Service Centre on 0800 123 400 (overseas callers +44 (0)207 160 6222). For beauty treatments in our London store, you can book online.

      Alternatively, you can view our events calendar to see what's happening in a store near you.

    • Buying department - 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
      • Who currently stocks your range?
      • Are you offering exclusivity to Selfridges?
      • 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.

    • Careers - how do I apply for a job at Selfridges?

      We have a dedicated careers website where you'll find all of our current vacancies, plus information on the range of roles we have, both in our head office and in store.

      Please note, unfortunately we do not operate a work experience scheme.

    • RESELLFRIDGES – how does the pre-loved resell service work?

      General questions

       

      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 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 selfridges.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, between 8am and 11pm.

       

      Submission & quotes

      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 4 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 RESELLFRIDGES credit.

      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 reply to the email and decline our offer. There is no obligation to accept our quote.

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

      To accept our quote, simply reply to the email we sent you with details of the offer. You have 14 days to accept or decline our 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 4 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 and 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.

       

      Credit

      How and when will I be paid? 

      Payment will be given in RESELLFRIDGES 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 RESELLFRIDGES credit and what can I use it for? 

      RESELLFRIDGES 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 RESELLFRIDGES credit yet – why? 

      If you haven’t received your RESELLFRIDGES 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 RESELLFRIDGES credit to family or friends? 

      Unfortunately, RESELLFRIDGES credit isn’t transferable.

      How long will my Selfridges eGift Card be valid for? 

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

       

      Shipping

      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 time with us. We use DHL for our collections and deliveries; they offer three-hour collection/delivery slots. Once a pick-up has been scheduled, we will send you 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, please 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 and 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 and 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 and 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 and 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 to 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? 

      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 and 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 from the RESELLFRIDGES team 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 and 11pm and quote your DHL tracking number.

       

      Verification & returns

      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.

      · Your bag is from a category we don’t stock.

      What happens to my bag if it is not approved?

      You will receive an email from us 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 if I change my mind and decide that I want my bag to be returned? 

      Unfortunately, once you have accepted our quote and sent us your bag, we are unable to cancel the purchase of your bag. Please see our Terms of Service for more information.

      Technical issues

      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 and 11pm.

      Can you schedule a pick-up for me?

      In order for us to schedule a pick-up on your behalf, our Customer Services team needs 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