You are here

Returns

Changed your mind? Returning a selfridges.com order is easy. If for any reason you are 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 labels and tags intact and in their original packaging. For our Online Returns Policy, click here.

Please note this information applies to online orders only. To return items purchased in store, please see our Store FAQs here.

Christian Louboutin orders cannot be returned in store, they can be returned via our complimentary courier service or by complimentary Royal Mail returns.

UK AND EU RETURNS

Return or exchange in store

You can refund or exchange online orders at any of our four stores. Simply bring your items, your delivery note and your payment card (unless you paid by gift card, e-voucher or PayPal) for a full refund. If your entire order is returned we will refund the delivery charge in line with our policy. For further details please see our Terms and conditions by clicking here.

If you paid for your order using a debit or credit card then your refund will be issued to your original payment card within five (5) days. Alternatively, if you paid for your order using a gift card, e-voucher or PayPal and you return it to one of our stores, then you will be refunded on a gift card.

Return by post

Returning your items by post is a simple two-step process.

Step 1 - Fill in your returns label

  • You will find the returns label in the original packaging of your item – if you are returning several items in different parcels, you will need a separate label for each parcel being returned
  • Fill in the quantity you want to return and the reason for returning the item (please select one of the "return codes" to explain your reason for the return)
  • Peel the label off and attach it to the outside of your parcel
  • It is important that you use the returns label and that we receive your parcel within 28 days of you having originally received the item so that we can identify your order and process your refund

Need a returns label?

  • If you are sending a return from within the UK, please use the UK returns label, otherwise use the EU returns label.Please remember to write your order number on the label. Without this we won’t be able to process your return.
  • For a non-EU order, please contact customer services on +44 113 369 8042 if you have lost your returns label for a Non-EU order.

Step 2 - Post your parcel

Complimentary Royal Mail Returns

You can post your parcel at any Royal Mail Post Office.

We recommend posting your item as soon as you know you want to return it and requesting proof of purchase to guarantee that we receive your parcel.

Unfortunately, we cannot be held responsible for anything lost or damaged in transit.

Complimentary Courier Returns

If you are returning items worth more than £250, we recommend that you use our complimentary courier collection service. You can arrange a courier collection by calling our Customer Services team on 0800 123 400.

Complimentary Courier Returns from the European Union Countries covered by our EU returns process include Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden. All other international countries are covered by the International Returns from outside the European Union.

International Returns from the European Union

Complimentary Courier Returns from the European Union can be arranged directly with DHL Express.

1. Complete the 'Shipper' information in section 2 of the DHL Form included with your order and attach it to the outside of your parcel using the transparent envelope provided. Make sure both the address label and DHL form are clearly displayed. Please contact customer services if you have lost your DHL form.

2. Contact DHL Express in your country to arrange a collection. To find your local DHL Express telephone number visit www.dhl.com and select your country. We recommend arranging a collection within seven (7) days of your return request to guarantee that we receive your parcel in time.

Once we have received your items you will receive a confirmation email and a further one after we have processed your item(s).

If you paid for your order using a debit or credit card then a refund will be issued to your original payment card method within five (5) days. Alternatively, if you paid for your order using a gift card or e-voucher and you return it by post your refund will be given on an e-voucher. Orders paid for by PayPal and returned by post will be refunded to the same PayPal account.

International Returns from outside the European Union

As an international customer you can return your parcel using any postal service. Your parcel will need to arrive at our UK return address within 28 days of receiving your initial order. Unfortunately, we cannot refund any taxes, duties, charges or delivery costs which you may have paid when placing your order.

In returning an order from outside the European Union, simply follow the two-step process below:

Step 1 – Fill in your returns label

  • Complete the returns label included with your order – including the quantity you want to return and the reason for returning the item (please select one of the "return codes" to explain your reason for the return).
  • Attach your returns label to the outside of your parcel using the clear envelope provided. This needs to be clearly displayed as it is an official document required to return the items through UK customs. Instructions on how to complete this form are on the reverse of the form. Please make sure both the address label and international returns form are attached and clearly displayed.
  • Lost your returns label? Please contact our customer service team to get further documentation.

Step 2 – Post your parcel

  • Post the items back to us from your local post office or via a courier. We strongly recommend that you use an express service and retain your postal receipt so that your return arrives at our UK address on time. We regret that we cannot be held responsible for customs issues or anything lost, damaged or delayed in transit.
  • Once we have received your items you will receive a confirmation email. If you paid for your order using a debit or credit card then your refund will be issued to your original payment card within five (5) days. Alternatively, if you paid for your order using a gift card or e-voucher and you return it by post your refund will be given on an e-voucher. Orders paid for by PayPal and returned by post will be refunded to the same PayPal account. Unfortunately, we cannot refund any taxes, duties, charges or delivery costs which you may have paid when placing your order.

We want you to be able to shop on selfridges.com with confidence. That is why we offer a 28 day returns policy for nearly all products sold on selfridges.com.

Products must be returned to us within 28 days of the request and in a saleable condition so that we can process the return. All returned products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and in tact.

Non Returnable Items

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.

As a guideline, the following examples are not covered by our returns policy:

  • Made to measure, altered, or personalised products
  • Made to order products
  • Newspapers, periodicals or magazines
  • Event tickets
  • Hampers
  • Food and drink
  • Flowers
  • Opened CDs or DVDs
  • Beauty items and cosmetics that have been opened, tested or partially used
  • E-vouchers and gift cards
  • Headphones that have been opened, tested or partially used
  • All personalised products cannot be returned or refunded unless the item is faulty or damaged

For full details see our Terms & Conditions.

Promotions

Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid. If the order contained a free promotional gift, the gift must be included with the return of any related items.

International Taxes, Duties and Delivery Charges

For orders shipped outside of the European Union, please note that we cannot return any taxes, duties or delivery charges associated with your order. You will be refunded the Tax Free price of the products returned. Certain countries operate schemes for consumers to reclaim import taxes and duties however this will require a specific application by you to your local government or authority. We are unable to support these applications or support the return of import taxes and duties in countries that do not offer this scheme.

Payment with eVoucher

  • eVoucher orders returned to store will be refunded to Gift Card.
  • eVoucher orders returned by post will be refunded to eVoucher.

Payment with PayPal

  • PayPal orders returned to store will be refunded to Gift Card.
  • PayPal orders returned by post will be refunded to PayPal.

Payment with Gift Cards

  • Gift Card orders returned to store will be refunded to Gift Card.
  • Gift Card orders returned by post will be refunded to an eVoucher.

Processing a Return

We will endeavour to process your return on the day we receive your parcel however under some circumstances this could take up to 14 days. When the return is processed you will receive an email confirming your refund. It will usually take 5 days from receipt of the email for your account to be credited however some payment providers and payment types can take up to 14 days to credit your account. For further details about our refund policy please refer to our Terms & Conditions.