FAQs

Online Orders

We will email you when your order has been dispatched with a link to track your order. You can also track your order using our tracking portal.

Personal Shopping and In-Store Orders

If you have purchased through our personal shopping service or directly with the Harrods shopfloor team, the sales associate who helped place your order will update you until the order is passed over to the carrier, at which point you will receive text message updates directly from the carrier that you can use to track your order.

If you wish to cancel your order and it has not yet been dispatched, please contact our Customer Service team, and we will do our best to fulfil your request.

Once your order has been dispatched we're unable to cancel it but orders can be returned for a refund using our free returns service. For more information on how to return your order, please read our Returns FAQs.

Global-e is our e-commerce partner, who facilitates the checkout process on Harrods.com for both UK and international orders. Global-e is the merchant of record for sales made on Harrods.com, which means that the contract for the goods you purchase on Harrods.com is between you and Global-e or one of its affiliates (as shown on your invoice). Global-e provides various e-commerce services including shipping orders, facilitating payment processing, currency conversion, and handling of duties and taxes. Please see our Terms & Conditions for more information, and our privacy policy and Global-e’s privacy policy for information on how your data is handled. 

As part of our sustainability initiatives, Harrods orders will arrive plastic-free with paper tape and Harrods labels. There will also be cardboard packaging for wine bottles.

Rewards Points may only be redeemed against qualifying purchases in participating  departments  at  the  Harrods  Knightsbridge  store  or  H beauty stores, as well as on the Harrods app and online at harrods.com. Simply scan your card at the till or choose your Rewards points at checkout online and complete the 2-Factor Authentication process. You're able to redeem points of any whole value.

Please note: Rewards points can only be redeemed online for orders being shipped to the UK.

For further details see section 1.4 ‘Qualifying Purchases and Exclusions’ of the Rewards programme Terms & Conditions. For the avoidance of doubt, Rewards Points cannot be redeemed via Harrods Estates, Harrods Aviation, Harrods Heathrow and Gatwick airport stores or on the Harrods App.

You don't need to create an account to shop with us. However, we'd recommend creating an account so you can enjoy benefits from our Rewards programme, add items to your Wishlist and easily track your orders.

When an online order is accepted, it goes through several status changes during the delivery journey. These are listed below:

Order Created

Your order has been successfully placed.

Reviewing

Your order is being processed and payment is being confirmed.

Preparing Order

Your order is being prepared and packed.

Shipped

Your order has been dispatched and is on its way to you.

Delivered

Your order has reached its destination.

If you need to change the contact details for an order which you have already placed, please contact Customer Service.

If you'd like to change your account details, please sign in to your account.

All orders are packed and sent from our warehouses in the UK.

In some instances, we may have to cancel your order. Should this be the case, you will be notified by email and issued a full refund shortly after. If you need further assistance, please contact our Customer Service team.

If you wish to make changes to your order and it has not yet been dispatched, please contact our Customer Service team, and we will do our best to fulfil your request.

Once your order has been dispatched we're unable to make any changes but orders can be returned for a refund using our free returns service. For more information on how to return your order, please read our Returns FAQs.

Please note: gift message changes cannot be made once your order has been processed.

Yes, you can add a personalised gift message to your purchase at checkout.

Please note: gift messages cannot be changed after point of purchase. Further information in relation to gift messaging can be found in our Terms & Conditions.