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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.

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?

Our London store has cash machines in our Customer Services Lounge on 4, on the third floor by the Ladies' toilets and on G next to Click & Collect. There are plenty of cash machines close to our other stores in their local areas.

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 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 +44 113 369 8040).

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 +44 113 369 8040) 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: 0121 600 6609 (£500 minimum spend)
Manchester Trafford: 07738 755371 (£500 minimum spend)
Manchester Exchange Square: 0161 838 0707 (£500 minimum spend)

Men's personal shopping:

To book an appointment or for more information, please call the London store on 020 73183536.

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 +44 113 369 8040).

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 14 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, Apple, 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 (+044 113 369 8040 from overseas).

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 returned to their original store:

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

Birmingham Concierge Desk
Selfridges Retail Ltd
Upper Mall East
Bullring
Birmingham
B5 4BP

Manchester Exchange Square General Manager
Selfridges Retail Ltd
1 Exchange Square
Manchester
M3 1BD

Manchester Trafford General Manager
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 £120 to £490 per year. Our opening hours are Monday to Saturday 9.30am 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?

Any requests should be made in writing for the attention of the Store Director of our London store or for the attention of the General Manager of our regional stores. Please note, however, that we do not generally offer tours of our stores in order not to inconvenience our customers.

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

If you live outside the EU and are planning to take your purchases out of the EU within three months, you can claim back VAT paid on most of your purchases at Selfridges.

You must not have spent longer than 365 days in the EU over the past two years, and the total spend at Selfridges must be over £50

You can make a claim by filling in a VAT 407 form at the Customer Services areas in our stores:

  • London Oxford Street
    Customer Services Lounge (On 4)
  • Birmingham
    Information Desk (Level 4)
  • Manchester Trafford Centre
    Personal Shopping (Ground Floor)
  • Manchester Exchange Square
    Information Desk (Lower Ground Floor)

When you are leaving the UK, please take your VAT 407 form to UK customs at the airport for validation (you will be expected to have your purchases ready to show them).

Send the validated form back to us and we will be able to issue your refund directly onto your payment card or into your bank account. You can also take your validated form to the refund booth at the airport for an immediate cash refund.

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 Selfridges@weddingshop.com.

Which stores offer Click & Collect?

All Selfridges stores offer Click & Collect:

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

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.

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 the following payment methods: Visa, Mastercard, American Express, Delta, Solo, Visa Electron, Maestro credit and debit cards and PayPal. 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 (+044 113 369 8040 from overseas).

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 +044 113 369 8040 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. 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 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 (+044 113 369 8040 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 +44 113 369 8040).

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 14 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, Apple, 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 (+044 113 369 8040 from overseas).

Click & Collect

Which stores offer Click & Collect?

All Selfridges stores offer Click & Collect:

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?

There is a dedicated Click & Collect area in each of our stores, details of which can be found below.

Find our Click & Collect areas in store.

For orders from Bulgari, Cartier and Chopard, please go directly to the relevant brand boutique on the Ground Floor at Selfridges Oxford Street, London to collect your order.

How long are orders kept for collection?

There is a dedicated Click & Collect area in each of our stores, details of which can be found below.

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 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 either come into any of our stores or register the return online and post it back to us.

Read our full returns policy

What happens if I cannot get into store to pick up my order on the day I selected?

You have up to 7 days to collect your order 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.

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.

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, Bulgari, Cartier, Chanel fine jewellery, Chaumet, Chopard and Tiffany 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.

Where did the drive through go?

Unfortunately, due to extensive engineering work taking place on Edwards Mews, we have had to close the Click & Collect Drive Through. But please continue to enjoy 30 minutes free parking when you Click & Collect in store.

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 and Singapore 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 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 local tax and duties are charged?

If you are buying goods for delivery to a non-EU address, we deduct UK VAT 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.

What payment methods can I use?

Most of our payment methods are available for all currencies (Visa, Mastercard, American Express, Delta, Solo, Visa Electron, Maestro credit and debit cards and PayPal). However, evouchers and gift cards can currently only be used in British Pounds.

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.

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.

What happens if my order gets stuck in customs?

Selfridges and our delivery partner aim to handle all customs documentation and formalities, including payment of any applicable tax and duties on your behalf. Sometimes 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 call our Customer Services team on 0800 123 400 (from the UK) or +44 113 369 8040 (from overseas).

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

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.

I didn't receive a returns form in my parcel?

You should have received a delivery note in your parcel and an international returns form if your address is outside of the EU. Returns information is printed on the back of this form. If you did not receive this in your parcel, we're sorry. Please contact our Customer Service team here or by calling 0800 123 400 (+044 113 369 8040 from overseas) and they will be happy to help.

Gift cards

Where can I buy a Selfridges Gift Card?

You can purchase a Selfridges Gift Card online or in any of our stores.

Do they have an expiry date?

Our gift cards do not have an expiry date.

How do I find out the balance on my card?

You can either check your balance at the till point in any Selfridges store, or by calling 0845 1222 504.

Contact us

Customer Service Centre - How do I contact them?

Contact us here or alternatively you can contact us on customerservices@selfridges.com or 0800 123400.

What do I do if I wish to raise a complaint?

Whilst we always strive to provide the best possible goods and services to our customers, should you feel unsatisfied at any point, then please contact our customer services team in the first instance on: customerservices@selfridges.com or 0800 123 400.

However, please be aware that should you wish to go down the route of alternative dispute resolution, you can access the relevant form through the following link: http://ec.europa.eu/consumers/odr/.

Insurance quote - An item I purchased from Selfridges has been stolen/damaged and I need to claim from my insurance. How can you help?

Email customerservices@selfridges.co.uk or write to Customer Relations at the address below. Please include details of the item in question, including a full description and what you paid for it, along with your address. We will send you a written insurance quotation to use in your claim; please allow up to 10 days.
Customer Services
Selfridges Retail Ltd
400 Oxford Street
London
W1A 1AB here.

If your insurance company pays your compensation by cheque, you can exchange it directly for a Selfridges Gift Card from the Services Lounge in London or the Super Tills in our regional stores.

Other

Product Recall Notice - Hoverboards

Selfridges has ceased the sale of all hoverboard products with immediate effect and has taken the decision to recall all hoverboards purchased from its stores and website.

Selfridges takes the safety and quality of the products it offers very seriously and will provide a full refund to customers who have purchased hoverboards.

Full details of the relevant hoverboard products and the recall process can be found in the Selfridges Product Recall Notice, accessed here: product recall notice.

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 +44 113 369 8040). 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.

Personalisation

Is there a charge for personalisation?

Charges vary from product to product and are shown on each individual Product Details page.

How many letters can I include on the product I've selected?

The number of characters (including letters, numbers and spacing) varies from product to product. Please check the individual Product Details page for the specific number of characters available

Can I use foreign spellings or names in my personalisation?

Yes. You may use any name if it fits in the specified number of characters using English/ASCII letters. However, unfortunately we can't use accented or special characters.

Do I have to personalise a product?

Some personalised products can be ordered without being personalised. These products will have an opt-out option on the Product Details page.

How can I order multiple items, each with different personalisation?

If you wish to order multiple items and personalise each one differently, personalise the products one by one and add each item to your shopping basket as usual.

Does it take longer to receive personalised items? 

Yes, all personalisation requires additional time. This can vary from product to product and will be shown on the individual Product Details page.

Can I return my personalised product? 

All personalised products cannot be returned and are non-refundable. We can only exchange or refund where the personalisation is incorrect due to error on our part. If the personalisation is an error on our part, then please contact our Customer Services team.

Can I cancel my personalised product? 

An order containing a personalised product cannot be cancelled so please check the spelling and use of capital letters before submitting the order. If the same order contains other products, they cannot be cancelled either.

Can all personalised products be shipped internationally?

Certain personalised products, such as fragrances, have shipping restrictions. However, you will be notified on the Product Details page and when placing an order at checkout if restrictions exist for your selected shipping destination.

Is there special gift-wrapping available for personalised products?

You can choose to have the personalised product gift wrapped in the checkout. You can add a complimentary gift message or choose a gift box at an additional charge.

App

How do I download the Selfridges app?

You can get our Selfridges app for free by downloading it through the App Store on your iPhone and tapping the GET button. 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 app is currently compatible with iPhone 5, 5s, 6, 6s and 6+ devices with iOS 7.0 or later.

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

By registering/signing in to 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 labels. Simply go to: Profile/Preferences/Set my preferences/Brands.

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/Events section?

You can view the latest events and exciting collaborations happening in your local store in our Stores/Events section. We can also notify you of upcoming events so you never miss out. Simply go to: Stores/Select your store/Click on Events.

Can I turn the notifications off?

Yes, you can turn off the notifications at any time. Simply go to: Profile/Settings/
Products
Promotions
Location based

I’m having problems signing in to 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 Care Team by calling 0800 123 400 within the UK or +44 113 369 8040 from abroad, from Monday to Saturday from 9am–10pm and Sundays from 10am–6pm.

Does the app automatically sign me out or can I stay signed in?

You can tick REMEMBER ME on the sign-in page to stay permanently logged in.

What languages can I read the Selfridges app in?

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

How do I make a purchase?

Shopping on the Selfridges app 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 the Selfridges app accept?

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

Can I change the currency on the app?

Yes, simply go to: Profile/Set my 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 your order on the app, simply go to: Profile/My Account/Orders & Tracking.

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.

What Terms and Conditions apply to the app?

The same Terms and Conditions apply as to the Website. Please refer to the full Terms and Conditions here. ( http://www.selfridges.com/GB/en/content/terms-and-conditions )

What Privacy Policy applies to the app?

The same Privacy Policy applies as to the Website. Please refer to the Privacy Policy here. ( http://www.selfridges.com/GB/en/content/privacy-policy )