Terms and conditions
Welcome to www.selfridges.com. By using the Website you agree to be bound by these Terms and Conditions and any Orders placed by you are bound by these Terms and Conditions. Given this, please be sure to read and make sure you understand the Terms and Conditions prior to placing an Order with us. We would particularly like to draw your attention to the following important clauses: clauses 1 and 2 which relate to the products that we sell online; clauses 3, 6, 7 and 8 which relate to pricing and payment methods; clause 5 which concerns the order process; clauses 10 and 11 which discusses delivery of your Order; clauses 12 to 15 (inclusive) which cover the cancellation, return and refund of an Order; and clause 20 which discusses liability and indemnity. If you do not agree to these Terms and Conditions, please do not use the Website.
The Website is provided solely for your personal use. You may not use the Website for any commercial purpose. We reserve the right, at our sole discretion, to change, modify, add, amend or remove any part of these Terms and Conditions from time to time and it is your responsibility to check these Terms and Conditions from time to time for changes. We may modify or withdraw, temporarily or permanently, the Website (or any part of it) and we shall not be liable to you or any third party for any modification to or withdrawal of the Website. If you do not agree to our right to change the Website or the Terms and Conditions from time to time, please do not use the Website.
Please note that these Terms and Conditions do not affect your statutory rights as a consumer.
All text, graphics, photographs, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the "Content") belongs to Selfridges (or is licensed to Selfridges). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, "look and feel" and arrangement of it. The Content is protected by copyright, trademark and other intellectual property rights and you are not permitted to copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute this Content in any way without Selfridges' prior written permission.
You agree that any information you submit to the Website including Personal Information shall not be misleading and shall be true and accurate in all respects. If you submit to the Website any communication, idea or materials which may attract copyright or other intellectual property rights you agree that this shall become Selfridges' property and you agree that anything you submit shall not infringe any right of any third party, nor contain anything libellous or otherwise unlawful, abusive or obscene nor constitute an invasion of privacy. As such, you are and shall remain solely responsible for the content of any submissions you make on the Website and we reserve the right to remove any material you have placed on the Website or to deny you access to the Website at any time in our sole discretion.
1. Product Descriptions on our Website
We will take all reasonable care to ensure that all Product Descriptions are correct at the time when the relevant information was first entered onto the Website. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product's images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.
2. Product Availability
The Website features Products that have been carefully selected for sale on the Website. Products are subject to availability so once a Product has sold out it will be taken off the Website at the earliest opportunity and may not be available again. As there is a delay between the time when your Order is placed, and the time when the Order is accepted, the stock position relating to a particular Product may change. If a Product you have ordered becomes out of stock before we accept your Order, then Selfridges shall not be liable to you for being unable to provide that Product. If such a situation arises, then we shall notify you as soon as possible and you will not be charged for the out of stock Product.2.2
If, due to unforeseen circumstances or in the event of supply difficulties it is necessary to substitute a perishable Product (please note that this includes perishable Products supplied as part of a hamper), the Product will be of equal or greater value than that which it replaces, albeit at no extra cost to you. If you receive the substitute Product and do not want to accept it, then we will reimburse you for the cost and return of that Product.
3. Pricing Policy3.1
Product prices shown on the Website are in British Pounds, US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars or Singapore Dollars and are inclusive of UK value added tax ("VAT") (where applicable), at the appropriate rate, and are correct at the time that the Product Description was first entered on to the Website. Product prices shown on the Website in US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars or Singapore Dollars are based on the price of the Product (in British Pounds) set at the beginning of each season and applying the existing currency exchange rate. Product prices shown on the Website (irrespective of which currency you choose to pay in) may change from time to time, for example, if the applicable currency exchange rate changes before your Order is accepted or the Product you are ordering is subject to a promotional discount or offer which is either applied or withdrawn during the selling period. Please also be aware that the price of a Product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery of your Order (as described in more detail in clauses 7 and 10 below).3.2
Although we try to ensure all our Products' prices displayed in the Product Description are accurate, errors may sometimes occur. If we discover an error in the price of a Product you have ordered we will be unable to accept your Order and shall contact you as soon as possible in order to give the option of either reconfirming your Order at the correct price or cancelling it. If we are unable to contact you, we will treat your Order in respect of the incorrectly priced Product as cancelled.
4. Age restrictions4.1
We cannot sell the following Products to persons under the age of eighteen (18): knives, Products containing intoxicating liquor or Products containing tobacco. For clarity a drink containing alcohol is classified as "intoxicating" if it contains more than 0.5% of alcohol by volume (0.5% abv). Vintages, labels and closures may vary. All wines are 75cl and all spirits and liquors 70cl unless otherwise stated.4.2
We cannot sell the following Products to anyone under the age of sixteen (16): chocolate containing liquor, Christmas crackers or cracker snaps or party poppers.4.3
Games or DVDs cannot be sold to anyone under the age certificate specified on the Product.4.4
By placing an Order for age-restricted Products such as the above, you warrant that you meet the age requirement for that Product and, in any event, you are at least sixteen (16) years old and the information you provide is truthful and correct. It is an offence to buy or attempt to buy age-restricted Products if you are under age or to purchase such Products for someone else who is under age.4.5
We reserve the right not to sell or deliver any age-restricted Product to anyone who is, or appears to be, under the required age.4.6
If you have purchased an age-restricted Product and have ordered it using the Selfridges' 'Click & Collect' service, proof of ID may be requested upon collection of that Product.
5. Order process5.1
The technical steps to place your Order and create a contract of sale between you and Selfridges are, as follows:
a) You place an Order on the Website by pressing the 'Buy Now' button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the Website.
b) We will send you an email confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email does not constitute an acceptance of your Order by us.
c) As your Order is shipped by us we will send you a despatch confirmation email. Please note, that we may also send you an SMS to notify you that your Order has been despatched. Alternatively, in relation to our 'Click & Collect' service, we will send you an email (as well as possibly an SMS) to confirm that your Order is ready for collection. Upon sending either of these emails, your Order will be taken to have been accepted by us unless we have notified you that we do not accept your Order, or you have cancelled it.
d) Subject to us having accepted your Order, we will then arrange for delivery of it to you at your nominated address or make it available for collection on the date and time nominated by you.5.3
The contract between you and Selfridges will be concluded in English and subject to the laws of England and the jurisdiction of the English courts. The contract will complete and title in the Product(s) of your Order (and so risk of loss or damage to such) will pass to you on the later of:
a) the date on which we receive payment in full for the Product(s); or
b) the date and time of collection of it from a 'Click & Collect' collection point or delivery by us to your nominated address.5.4
We shall be entitled to supply Products ordered as part of one Order in instalments and each instalment shall be deemed to constitute a separate contract between you and us. This may mean that Products are dispatched or available for collection separately. We also reserve the right to supply only part of an Order.5.5
Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:
a) A Product you ordered is out of stock;
b) We are unable to obtain authorisation for your payment;
c) We have identified an error with a Product Description;
d) You are not eligible to order a Product, as set out in clause 4 above;
e) There is a system or procurement failure;
f) You fail our customer validation checks; or
g) There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you.
6. Payment and payment methods on the Website6.1
You can currently pay in British Pounds, US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars or Singapore Dollars.6.2
We accept payment for Orders by Maestro, MasterCard, Visa, Visa Debit, American Express, Solo, Electron, PayPal, Alipay, gift cards and e-vouchers. Gift cards and e-vouchers can only be used for orders in British Pounds.6.3
If you choose to pay for your Order using a payment card with a currency denominated account that is different from the currency you are paying in, your payment card will be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your Order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.6.4
By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.
7. VAT and Non-EU Customs
All Product prices shown on the Website are inclusive of any applicable UK VAT.7.2
Where you have requested delivery of your Order to an EU country, the total cost of your Order will include UK VAT.7.3
Where you have requested delivery of your Order to a non-EU country, the total cost of your Order will not include UK VAT. However, it will include any taxes, duties, fees, levies or other charges levied by that non-EU country, which will be added to your Order at checkout and paid on your behalf by Selfridges to the relevant local customs authorities.7.4
You will be the importer for the international delivery of your Order (i.e. any Order delivered to a country other than the UK). Therefore, before placing an Order, it is your responsibility to check that the Products you are planning to import comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your Order. If any customs requirements apply or charges are due, you agree to be responsible for these.
8. Promotional discounts, e-vouchers and gift cards
Selfridges endeavours to ensure that all Products on the Website are available at the same price in all our stores (Oxford Street, London; Bullring, Birmingham; Exchange Square, Manchester; and The Trafford Centre, Manchester). However, from time to time we may offer additional discounts for purchases made via the Website that do not apply in-store, or vice versa. Additionally, Products offered as sets on the Website may not be offered as part of a set in-store and individual prices may apply.8.2
Any coupon, discount, offer or promotional discount offered on the Website is valid only for use as part of a purchase made via the Website, unless otherwise stated and subject to availability.8.3
Selfridges' gift cards can be exchanged for products in all Selfridges' stores and can also be used to purchase Products via the Website or over the telephone. Selfridges' e-vouchers can only be used to purchase Products via the Website. E-vouchers are not available for use in any of Selfridges' stores.8.4
A gift card or e-vouchers cannot be exchanged for cash or refunded.8.5
If the Products purchased online total less than the value of your gift card, any balance will be left as credit for you on your gift card. If the Products purchased online total less than the value of your e-voucher, then it will not be possible to process your Order and you will receive an error message. In order to use your e-voucher please make sure that the total value of the Products you are purchasing is equal to or greater than the value of the e-voucher.8.6
When redeeming a gift card via the Website or over the telephone, you will be required to give the serial number on the gift card, and the online security code which is revealed by scratching off the holographic panel on the gift card. In relation to an e-voucher, in order to redeem this via the Website, you will need to enter both the registered email address to which the e-voucher was originally sent, as well as the serial number appearing on the e-voucher itself.8.7
If you want to return Products that you purchased via the Website using either a gift card or e-voucher, then if you return the Products to one of our stores, your refund will be placed on a gift card. If you return the Product via post, then your refund will be placed on an e-voucher and emailed to you. This does not affect your statutory rights.8.8
If your gift card becomes accidentally damaged or if you have any issues with using your gift card or e-voucher, please contact Selfridges' Customer Services or call 0800 123 400 (+44 113 369 8040 from overseas).8.9
Gift cards and e-vouchers can only be used for orders in British Pounds.
9. Gift message9.1
A gift message facility is available on certain Orders and is available for your own personal and strictly non-commercial use. We do not take any responsibility for the contents of messages communicated by you to a third party. Where you use this facility you agree that your message will not include any material that could be construed as defamatory, abusive, obscene, racist, offensive, harassing, threatening, vulgar or which could cause embarrassment or distress to any person. You agree not to impersonate any person, including but not limited to any of our employees or customers. The gift message facility is currently only available in the Latin alphabet with standard characters.
You must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We cannot be liable for the delivery of your Order to the wrong address or the wrong person as a result of you supplying us with incomplete or inaccurate information.10.2
All parcels will be delivered by us and will require a signature on delivery.10.3
Please note, if you choose to use any of our delivery partners’ personalised services (including but not limited to having your parcel delivered to a neighbour or left in a safe place), Selfridges shall not be held liable for any items which are lost, damaged or delayed.10.4
Please note that delivery of your Order may take longer during sale or other busy periods, but you will be notified if this is the case.
Deliveries within the UK10.5
In relation to Orders delivered within the UK only, you can have Products from the same Order shipped to multiple addresses. Select this option at checkout and click on the 'Edit' buttons in your shopping basket to select an address for each Product.
The Wonder Room Fine Jewellery and Watches Brands – Delivery10.6
Customers who purchase De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products on the Website have the option of either collecting the Products from their respective boutiques in our London, Oxford Street store or (where the customer has a UK address) having them delivered via our complimentary courier service.10.7
For those customers who have chosen to have their De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products delivered via our complimentary courier service you will be required to:
a) Nominate an appropriate date to have your De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products delivered to your UK delivery address. Please note that our authorised courier deliver Products on a nominated day pre 10:30am service. For next day delivery of De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products customers will be required to place their Order in advance of the following times:
Weekdays – 5pm;
Saturdays – 3pm; and
Sundays – 2pm
Whilst our authorised courier will make every effort to deliver your Order within the estimated timescales delays occasionally occur and in such circumstances Selfridges shall not be liable.
b) Upon the De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products being delivered to your UK delivery address please make sure that either you or a relative with the same surname are available to receive and sign for the Products and that you or your appointed relative have suitable identification in the form of a passport or photo driving licence. In the event that you or your appointed relative cannot provide our authorised courier with a suitable form of identification then our Customer Service Team will contact you to arrange an alternative delivery date to receive your Order of De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products.
International Delivery Destinations10.8
You may request international delivery of your Order. For the purposes of these Terms and Conditions, we consider "international delivery" to relate to the delivery of your Order to a country outside of the UK. For the full list of countries that we currently deliver to, please see our international delivery section. You may select the international delivery option at the end of the checkout process, and by specifying a delivery address outside of the UK.
International Delivery Charges10.9
We will notify you of the international delivery charge(s) applicable to your Order at checkout and the amount will be added to the total amount of your Order.
International Delivery Lead Times10.10
Delivery lead times of your Order to an international address will vary according to its destination. Please see our Dispatch and Delivery section for more information.10.11
We will make every effort to deliver your Order within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher than anticipated demand. Selfridges shall not be liable for any delay or failure by us to deliver your Order within the estimated timescales as a result of such delays.
As identified in clauses 4 and 7.4 above, there may be instances where due to restrictions (legal or otherwise) or practices in relation to a Product, we are prevented from being able to deliver it to you. Selfridges shall not be held liable in relation to any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. In the event that a restriction is enforced after you have placed your Order with us, we will do our utmost to notify you as soon as reasonably practicable.
11. Selfridges 'Click and Collect'11.1
Selfridges 'Click & Collect' is a complimentary collection service available in all our stores.11.2
The Selfridges 'Click & Collect' service allows you to choose a collection date up to fourteen (14) days in advance of when you would like to collect your Order. You can choose your date for collection at checkout. We can only offer next day collection from 12pm on Orders placed before 10pm on the previous day. However, please note that for certain Products or during busy periods, it may not always be possible to offer you next day collection. In such circumstances, we will show you the earliest available collection date for your Order at checkout.11.3
We will make every effort to make your Order available for collection within the estimated timescales. However delays are occasionally inevitable during sale or other busy periods or due to unforeseen factors or events outside our control, for example, extreme weather, a flood or fire. Selfridges shall not be liable for any delay or failure to make your Order available for collection within the estimated timescales.11.4
After you have received an email from us notifying you that your Order is ready for collection, please collect your Order from the designated collection point in the relevant store where you asked for your Order to be sent. Please see your 'ready for collection' email for details of where the collection point is located.11.5
When collecting your Order from a store please make sure that you bring the payment card that you used to place the Order and your 'ready for collection' email.11.6
With the exception of the circumstances listed in clause 11.7, you can ask a friend to collect an Order on your behalf, but please make sure that they have a copy of your 'ready for collection' email as well as their passport or photo driving licence.11.7
If you paid for your Order using PayPal or if your Order contains Boucheron, Bulgari, Cartier, Chanel (Fine Jewellery & Watches), Chaumet, Chopard, De Beers or Tiffany Products then you must collect your Order yourself. Furthermore, if your Order contains Boucheron, Bulgari, Cartier. Chanel (Fine Jewellery & Watches), Chaumet, Chopard, De Beers or Tiffany Products then you will be required to collect your Order from the relevant boutique itself.11.8
We are unable to offer the 'Click & Collect' service on certain Products including, but not limited, to any Products stocked by the following suppliers:
a) The Real Flower Company;
b) Philippa Craddock Flowers;
c) Compu b – Apple Premium Reseller;
d) Tek Zone;
f) Astley Clarke;
g) The Watch Gallery; and
h) Selfridges' hampers.11.9
Orders placed using our 'Click and Collect' service will be treated as a UK Order and will include UK VAT.11.10
If you fail to collect your Order within seven (7) days of your collection date, your Order will be returned to our distribution centre and will no longer be available for collection. Please note that in relation to certain Products this period may be shorter and we would advise that you check a Product's Description for further details. If you fail to collect your Order within the set period of time then we will automatically refund the original purchase price of your Order. Please refer to our Refund Policy below for more information.
12. Contract cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
If you are an EU customer, you have the right to cancel your contract at any time up to 28 days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your 28 days will start the day after you receive the last Product on your Order.
Cancellation before dispatch or notification of collection12.2
If, for any reason, you wish to cancel your contract before your Order has been dispatched or you have been notified that it is available for collection, then you need to let us know. In order to do so, you can either complete our online cancellation form by logging into your Selfridges Account. Alternatively, you can let us know by contacting Selfridges' Customer Services team here or by calling 0800 123 400 (+44 113369 8040 from overseas). Once we have received notification from you of your wish to cancel your contract, subject to any monies having been taken from you, we will refund you the original purchase price and delivery charge for your Order within fourteen (14) days. For more information, please see our Refunds Policy below. To cancel a Selfridges Selection hamper order you will need to contact the supplier Virginia Hayward directly on 0800 138 8141. All cancellations must be made prior to dispatch.
Cancellation after dispatch or notification of collection12.3
As it is our policy to try to process your Order immediately it may not always be possible to stop an Order from being dispatched or made available for collection. If you decide to cancel your contract and your Order has already been despatched or you have been notified that it is ready for collection, then you need to let us know within 28 days after the day on which you receive or collect your Order. You can notify us by using any one of the options identified in clause 12.2 above. Please refer to "How to return an Item" in our Returns Policy below.12.4
If you are a Non-EU customer, then clauses 12.1 to 12.3 (inclusive) do not apply to you. In the event that you do not wish to keep your Order, you need to send this back to us within 28 days after the day on which you receive your Order. For more information on how to do this, please see our Returns Policy.13.1
Products must be returned in a saleable condition meaning that they must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.13.2
Please note that your right to cancel or return a Product does not apply to personalised, perishable or time critical Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:
a) Products which have been made to measure, altered, or personalised to your specification;
b) Newspapers, periodicals or magazines (with the exception of a subscription contract for such publications);
c) Event tickets;
d) Hampers, food, beverages and other perishable goods, such as flowers. Should you have any issues with an Order for flowers, please see below for more information;
e) Unsealed audio or video recordings (such as CDs, DVDs) or unsealed computer software; and
f) Unsealed beauty items including toiletries and cosmetics which have been opened, tested or partially used.
g) Fragrance when delivered outside the UK cannot be returned due to restrictions on delivering hazardous products.13.3
Where lingerie, swimwear, cosmetics and earrings are protected by hygiene seals, you are required to take reasonable care by not removing the hygiene seals. Items will not be refunded or exchanged if the hygiene seals have been removed, broken or tampered with.13.4
Some of our brands, including watches, jewellery, technology and furniture, have their own policies: Apple, Technology, Conran Shop, The Watch Gallery, Rolex, Bulgari, Vertu, Van Cleef et Arpels, Theo Fennell, Cartier, De Beers, Hermes, Chanel, Tiffany, Boucheron, Chaumet and Chopard; however this may be subject to change from time to time. Please ask in-store or contact Customer Services on 0800 123 400 (+44 113 369 8040) for further details.
Please note that clauses 13.2 and 13.3 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.
How to return an item
Process and payment for returning a UK Order by post13.5
We will pay for the cost of returning any order delivered to you within the UK. If you now wish to return your order then please follow the steps below:
a) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return.
b) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).
c) Please use the returns address label (found at the bottom of your delivery note) and attach it to the outside of your returns package. Please note that Selfridges' cannot be liable for any Products that go missing as a result of your failure to use this label.
Process and payment for returning an EU Order (other than a UK Order) by post13.6
Orders relating to Fine Jewellery & Watches can either be returned to their respective boutiques in our London, Oxford Street store or (where the customer has a UK address) via our complimentary courier service.13.7
For those customers returning Fine Jewellery & Watches via our complimentary courier service please follow the steps below:
a) Contact our Customer Service Team by calling 0800 123 400 (+044 113 369 8040 from overseas) in order to arrange for our authorised courier to collect your Fine Jewellery & Watches on a nominated day pre 10:30am service
b) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return.
c) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).
d) On the nominated collection date our authorised courier shall collect the Fine Jewellery & Watches from you and will ask for you to sign and confirm that the Products have been successfully collected.13.7
We will pay for the cost of returning any Order that was originally delivered to an EU country provided you follow the process outlined in clause 13.6 above.13.8
Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you.
Process and payment for returning a Non-EU Order by post13.9
If your Order was delivered to you outside the EU and you now wish to return it, in your Order's original delivery parcel you will find a delivery note and a clear plastic envelope. Please be aware that this delivery note asks for information in order for UK customs to pass your Order through as a return, so it is really important that you complete it accurately and in full. To complete the delivery note, please that ensure you:
a) Identify which Product(s) in your Order you want to return.
b) Cross out any Product(s) you are not returning.
c) For the Product(s) you are returning, fill in the 'Quantity returned' and 'Return value' fields which are left blank for you (this is in case you purchased a multiple number of the same Product).
d) Fill in the 'Return code' field which can be found on the reverse of the delivery note.13.10
After you have filled in the delivery note, place it in the clear plastic envelope that you received your Order and attach it to the outside of your returns package.13.11
If the steps outlined above are not followed, in particular if the delivery note is not completed in full and attached to the outside of your returns package using the enclosed clear document envelope (as described in clause 13.10), this may result in a loss or delay to us receiving your returned Product(s). We will not be able to process a refund until we have received your returns package.13.12
We will pay for the cost of returning any Order that was originally delivered to a non-EU country provided you follow the process outlined in clauses 13.9 and 13.10 above.13.13
Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order will be at your own liability.
For complimentary returns via DHL, take the pre-paid 'DHL Returns Form' and clear plastic envelope (both included in your original Order package), complete section 2 of the DHL Returns Form, place it inside the clear plastic envelope and attach the clear plastic envelope together with the returns address label (found at the bottom of your delivery note) to the outside of your returns package. Then call your local DHL express courier to arrange a collection at a time that suits you. In order to find your local DHL express courier, visit www.dhl.com and select your location.
You can also return your Order to a Selfridges' store. Please ensure that you bring the delivery note that you got with your Order and your payment card (unless you paid by gift card, e-voucher or PayPal or Alipay) when returning an Order to one of our stores. 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.13.15
Please note we will not reimburse any costs incurred by you in returning your Order to one of our stores.
The Wonder Room Fine Jewllery and Watches Brands - Returns13.16
Orders relating to De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches): products can either be returned to their respective boutiques in our London, Oxford Street store or (where the customer has a UK address) via our complimentary courier service13.17
For those customers returning De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) products via our complimentary courier service please follow the steps below:
a) Contact our Customer Service Team by calling 0800 123 400 (+044 113 369 8040 from overseas) in order to arrange for our authorised courier to collect your De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products on a nominated day pre 10:30am service.
b) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return.
c) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).
d) On the nominated collection date our authorised courier shall collect the De Beers, Bulgari, Chopard and/or Chanel (Fine Jewellery & Watches) Products from you and will ask for you to sign and confirm that the Products have been successfully collected.
14. Returns to third party suppliers
The Real Flower Company or Philippa Craddock Flowers or Flowerbx14.1
The Real Flower Company and Philippa Craddock Flowers and Flowerbx guarantee bouquets for five (5) days from delivery provided that the care instructions are followed. In the unlikely event that your flowers have been damaged in transit please keep the flowers and contact our Customer Services Team or call 0800 123 400 (overseas callers +44 113 369 8040) within 24 hours. They will not be liable for claims reported outside of this time. Where possible we will replace the damaged flowers or offer a full refund to you or the purchaser.
Refunds on UK and EU Orders15.1
Within fourteen (14) days of us receiving your Order back by post, or receiving proof from you that your Order was returned to us, we will refund you the original purchase price and delivery charge for your Order, provided that you return the Product(s) to us in a saleable condition.15.2
Refunds will be issued back to you as follows:
a) If you paid for your Order using a credit or debit card then your refund will be made back to the same card irrespective of whether you return your Order via post or to one of our stores. This will appear in your account within five (5) days depending on your card issuer.
b) If you paid for your Order using your Alipay account then your refund will be made back to your Alipay account irrespective of whether you return your Order via post or to one of our stores. If you pay using your PayPal account then your refund will be made back to your PayPal account when ordering online, or on a Selfridges gift card if returning in store.
c) If you paid for your Order using a gift card or e-voucher and returned it to us via post, then the refund will be made back to you via an e-voucher. Alternatively, if you paid for your Order using a gift card or e-voucher and returned it to one of our stores, then your refund will be given back to you on a gift card.
d) If you paid for your Order using a gift card or e-voucher as well as your credit or debit card, then any refund for that Order will be made back in the same amounts to the same payment methods that you used when originally placing your Order with priority given to your credit or debit card. This means that if you placed an Order for £100 but used a £50 gift card, with the remainder paid for using your debit card, then you will receive a £50 refund to your debit card and a £50 refund to a gift card (if you returned your item to store) or e-voucher (if you returned your item via post). Alternatively, if you bought two items totalling £100 (one being £60 and the other £40) and you paid for these using a £50 gift card, with the remainder paid for using your debit card, then if you wanted to return the item worth £60 this would mean that you would receive a £50 refund to your debit card and a £10 refund to a gift card or e-voucher (subject to how you returned the item to us).15.3
Subject to the delivery option that you selected when first placing your Order (for more information, see Dispatch and Delivery), we will also refund you one of the following:
a) If you chose and paid for Standard Delivery of your Order, then we will refund you the full cost of this.
b) If you chose and paid for either Nominated/Next Day or Same Day delivery of your Order, then it is at our sole discretion as to whether we refund you this delivery charge. At the very least you will be refunded the cost of what the Standard Delivery for your Order would have been.
c) Please note that if you chose our 'Click & Collect' service, there would have been no delivery charge for your Order and so no refund for delivery will be necessary.
d) If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery.15.4
In order to arrange for a refund of an original delivery charge (as outlined above), please contact our Customer Services Team or call 0800 123 400 (overseas callers +44 113 369 8040).
Refunds on a Non-EU Order15.5
If you placed your Order online and paid for it to be delivered to a Non-EU country, then within fourteen (14) days of receiving your Order back by post we will refund you the original purchase price for your Order, provided that you return the Product(s) to us in a saleable condition. Please note that we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.
Promotional discounts and refunds15.6
If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related.
Please note that when shopping online, reduced items follow the same 28 day refund policy. Items purchased in store may be returned in a saleable condition within 7 days of purchase for an exchange only (rather than the normal 28 day policy).
16. Selfridges Account, Personal Information and security16.1
When you register for a Selfridges Account, you warrant that:
a) The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
b) You will notify us immediately of any changes to the Personal Information by contacting our Customer Services team or by calling 0800 123 400 (+44 113 369 8040 from overseas).16.2
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.16.3
You are fully responsible for maintaining the confidentiality of your Selfridges Account and Personal Information, and all activities that occur in relation to your Selfridges Account and Personal Information. You agree to immediately notify us of any unauthorised use of your Selfridges Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you exit from your Selfridges Account at the end of each session if you use a shared computer. We cannot and will not be liable for any loss or damage arising from your failure to comply with this clause.16.4
17. Material and Activity Prohibited17.1
Please choose carefully the material you post on the Website and which you provide to other Users. You must not misuse the Website. You will not: send or otherwise post unauthorised commercial communications to Users (such as spam); upload viruses, trojans, worms, logic bombs or other malicious code; corrupt data; cause annoyance to other Users; post material that is hateful, threatening, pornographic, or that contains nudity or graphic or gratuitous violence; use the Website to do anything unlawful, misleading, malicious or discriminatory; facilitate or encourage any violation of these Terms and Conditions.17.2
We reserve the right, in our sole discretion, to reject, edit or refuse to post any material and to remove any material from the Website, whether or not the material is expressly prohibited by these Terms and Conditions, or to restrict, suspend, or terminate your access to all or any part of the Website or your Selfridges Account at any time, for any or no reason, with or without prior notice, and without liability.17.3
Selfridges community areas are subject to the following 'Community Area Rules':
a) Selfridges advises you not to reveal your Personal Information to anyone else that would allow you to be identified, including but not limited to: telephone number, home address, business address, delivery address or email address.
b) Selfridges reserves the right to close any Selfridges Account if we believe a User is using proxy Internet Protocol addresses as a method to hide the use of multiple accounts or to disrupt the Website in any way. If you use multiple logins for the purpose of disrupting the Website we may take action against you and close your Selfridges Account(s).
c) By submitting any material to us, you automatically grant Selfridges a royalty-free, perpetual, exclusive right and license to use, modify, edit, adapt, publish, re-use, translate, distribute, perform and display such material in whole or part worldwide and/or to incorporate it in other works in any form, media, or technology now known or later developed.
d) You acknowledge that we are not obliged to publish any material submitted by you.
e) By submitting any material to us, you agree to use the Website in accordance with these Community Area Rules and the Terms and Conditions.
f) If you fail to abide by these Community Area Rules you may be sent an email which informs you why your contribution has been refused or edited. This email will also include a warning that continuing to break the rules may result in action being taken against you or your Selfridges Account(s). Action may include any material posted by you being checked before being allowed to go on the Website or a temporary or permanent suspension of your ability to participate in any or all of the Website.
g) Selfridges reserves the right to edit or delete any contribution, or take action against any User, at any time, for any reason.
h) If you do not want to grant Selfridges the permission set out above on these terms, please do not submit or share your contribution on the Website.
18. Linking to the Website18.1
You must not establish any link to the Website to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you.18.2
The Website must not be framed on any other site, and you may not create a link to any part of the Website other than the home page.
19. Compliance with Laws19.1
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
20. Liability and Indemnity20.1
While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.20.2
We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Website.20.3
If the fulfilment of an Order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, or you fail any of our fraud detection or anti money laundering detection checks, Selfridges has the right to stop or cease to fulfil the Order (or part thereof) at any time and shall incur no liability in such circumstances.20.4
You have certain rights as a customer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the United Kingdom, contact your local authority Trading Standards Department or Citizen's Advice Bureau. Nothing in these Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these Terms and Conditions with reasonable care and skill.20.5
Any Orders delivered to you will be of satisfactory quality. However, if we deliver an Order that is not of satisfactory quality, you can:
a) contact us for a full refund within thirty (30) days of delivery; or
b) contact us for a repair or replacement.20.6
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Website, a Product, or the conduct of other Users of the Website, even if Selfridges has been advised of the possibility of such damages.20.7
The Website may also contain links to other websites, which are not operated by Selfridges. When you activate any of these you will leave the Website and we have no control over, and will not accept any responsibility or liability in respect of, the material on any website which is not under our control.20.8
You agree to fully indemnify, defend and hold us and our agents, officers, directors, employees and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms and Conditions (including Community Area Rules) by you or any other liabilities arising out of your use of the Website, or the use by any other person accessing the Website using your Selfridges Account and/or your Personal Information.20.9
We may terminate your use of the Website immediately if we consider that you have breached these Terms and Conditions.20.10
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
21. Comments and Complaints Procedure21.1
Please contact us if you have any comments or complaints by contacting our Customer Services team or by calling 0800 123 400 (+44 113 369 8040 from overseas). We will always endeavour to resolve any dispute as swiftly as possible.
We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.22.2
We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.22.3
If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any clause of these Terms and Conditions.22.4
Selfridges reserves the right to amend, remove or vary the Website, any page of the Website, any Content on the Website, or any service offered on the Website at any time and without notice.
23. Entire Agreement23.1
These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Selfridges. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of Selfridges. You confirm that, in agreeing to accept the Terms and Conditions, you have not relied on any representation save insofar as the same has expressly been made a clause of these Terms and Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory tights are not affected by these Terms and Conditions.
24. Our details24.1
Selfridges Retail Limited is registered in England with company number 97117. Its registered office is 400 Oxford Street, London, W1A 1AB. Its call centre details are: telephone 0800 123 400 (+44 113 369 8040 from overseas) or contact us.24.2
Please note that where you have placed an Order and requested delivery of it to an EU country (other than the UK), then this shall be arranged by Selfridges EU Deliveries Limited ("SEDL") which is registered in England with company number 4318373. Its registered office is 400 Oxford Street, London, W1A 1AB. Its call centre details are: telephone 0800 123 400 (+44 113 369 8040 from overseas) or contact us.24.3
Please note that where you have placed an Order and requested delivery of it to a Non-EU country, then this shall be arranged by Selfridges Worldwide Deliveries Limited ("SWDL") which is registered in England with company number 8501028. Its registered office is 400 Oxford Street, London, W1A 1AB. Its call centre details are: telephone 0800 123 400 (+44 113 369 8040 from overseas) or contact us.24.4
Both SEDL and SWDL may instruct a third party courier or postal carrier to deliver your Order to you. Should you wish to obtain the details for the specific third party courier or postal carrier that delivered your Order, then please contact either SEDL or SWDL (as appropriate) and they will be happy to assist.
The following definitions shall apply to these Terms & Conditions:
"EU" means the following European Union nation states: Austria, Belgium, Bulgaria, Croatia, Cyprus (excluding the UN buffer zone and the part of Cyprus to the north of the buffer zone where Republic of Cyprus does not exercise effective control but including the UK Sovereign bases of Akrotiri and Dhekelia), Czech Republic, Denmark (excluding the Faroe Islands and Greenland), Estonia, Finland (excluding the Åland Islands), France (excluding Martinique, French Guiana, Guadeloupe, Reunion, St Pierre and Miquelon), Germany (excluding the island of Heligoland, and Büsingen), Greece (excluding Mount Athos (also known as Agion Oros), Hungary, Ireland, Italy (excluding Campione d'Italia, the Italian Waters of Lake Lugano and Lvigno), Latvia, Lithuania, Luxembourg, Malta, Netherlands (excluding the Antilles), Poland, Portugal (including the Azores and Madeira), Romania, Slovakia, Slovenia, Spain (excluding the Canary Islands, Ceuta, and Melilla but including the Balearic Islands), Sweden and the UK (excluding the Channel Islands, Gibraltar but including the Isle of Man).
"e-vouchers" means an e-voucher issued and emailed to you by Selfridges only;
"gift cards" means a gift card issued by Selfridges only;
"Non EU" means any other country not listed in the definition of EU above.
"Order" means an online transaction made by you via the Website for one or more Products, to which these Terms and Conditions apply.
"Personal Information" means the details you provide to us when you use the Website, such as your name, e-mail address, billing address, delivery address, telephone number, Product selections, credit card or other payment information and a password.
"Product" means a product displayed for sale on the Website.
"Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided which shall include, but not be limited to, all details, prices (cost of the Product and delivery charges), photographic representations and descriptions of a Product. It shall also include, where appropriate, specific delivery dates and times, warranties, after-sales service and guarantees about that Product.
"Selfridges Account" means your personal customer account set up by you on the Website.
"Terms and Conditions" means these terms and conditions.
"We", "us" or "Selfridges" means Selfridges Retail Limited, Selfridges EU Deliveries Limited, or Selfridges Worldwide Deliveries Limited, as the context may require. Please note, that when arranging delivery of your Order, Selfridges may instruct a third party courier or postal carrier to deliver it to you. However, Selfridges will ultimately be responsible for managing the delivery of your Order, so for the purposes of these Terms and Conditions, all references to "we", "us", or "Selfridges", will be taken to include such third parties.
"Website" means the website located at www.selfridges.com or any subsequent URL which may replace it.
"UK" means, for the purposes of these Terms and Conditions, England, Wales, Scotland and Northern Ireland.
"Users" means the users of the Website collectively.
"You" means a user of this Website.
HOTEL EXCLUSIVE SERVICES
To redeem the exclusive services you must bring the concierge card to Selfridges Customer Services Lounge on 4. All offers expire September 2016 and are non-transferable or refundable. Two-hour parking: after the allotted time, normal rates apply. Hotel deliveries: applicable for purchases in excess of £50. Cut off times for same day delivery apply, and items requiring special handling or pre-ordering are not included. Tea or coffee offer: applies to Selfridges Kitchen and entitles the bearer to a free tea or coffee and has no monetary value. Selfridges personal shopping appointments: subject to availability. Fast-track Tax Refunds: please be aware that at busy times of the year, queue times will increase.
SUPPLIER TERMS AND CONDITIONS
All our supplier guidelines, terms & conditions and ethical trading requirements are accessible through the below links
- Selfridges Ethical Trading Requirements - 2017
- Selfridges Standard Terms & Conditions for the Supply of Goods and Services - 2016
- Selfridges Supplier Guidelines - 2016
COMPLIMENTARY WIFI: TERMS AND CONDITIONS
The WiFi is provided and owned by Selfridges Retail Limited (described as "we" or "us" below), with registered office at 400 Oxford Street, London, W1A 1AB and company number 00097117. Your use of the WiFi is subject to these terms and conditions. By providing your email address, you agree to be bound by these terms and conditions and any other applicable policies in place and operated by us from time to time.
Use of the WiFi
Use of the WiFi is complimentary and available for you to use whilst in any of our premises. Every time you enter one of our premises you will be welcomed back and automatically connected to the WiFi. We will also be able to recognise and link up your different devices, subject to those devices using the same email address.
In using the WiFi, we will be able to monitor usage of the WiFi in our premises. This will not only mean that the WiFi service is continually updated and improved, but it will also mean that we will be able to send you personalised emails with details about promotions or events that we think may interest you. Please note that you will only receive these personalised emails if you have agreed to receive our weekly events and promotions emails.
In using the WiFi it is your responsibility to ensure that all your relevant devices are protected by anti-virus software.
Use of the WiFi is subject to certain restrictions and in using the WiFi you must not:1.
Act in any way that could be unlawful or encourage others to act unlawfully, infringe any intellectual property rights, reveal confidential or sensitive information, engage in any criminal offence or encourage others to do so or access illegal or inappropriate websites;2.
Undertake actions that are harassing, defamatory, threatening, obscene, abusive, racist, sexist, offensive or otherwise objectionable or inappropriate;3.
Pretend to be anyone other than yourself or attempt to enter or use an invalid email address;4.
Collect email addresses or other personal details or use the WiFi to send spam; and5.
Use the WiFi access in any way that may affect the running of the WiFi, or access sites which may cause band width issues or connect to other technology (for example, other WiFi users' devices), upload or download very large files.
Privacy and use of your personal data
In the event that you have agreed to receive our weekly events and promotions emails, then your personal data will also be added to our mailing list. If at any point you no longer wish to subscribe to this mailing list, then you can unsubscribe by following the relevant link in any of the weekly events or promotions emails sent by us.
In order to provide the WiFi and our weekly events and promotions emails, we engage with third parties in order to help give you the best possible service that we can. As such, your personal data may be disclosed to such third parties, as well as other companies within the Selfridges Group, in so far as it is necessary to provide these services.
Disclaimer of Warranties
In using the WiFi, you accept that sometimes, for technical, legal or operational reasons, the WiFi may not be available. We may also control the types of material that can be sent or received over the WiFi. We are also permitted to suspend your access at any time in our sole discretion without responsibility or explanation to you. Your use of the WiFi is at your own risk and we are not responsible to you for any damages, losses, costs or expenses you suffer because the WiFi is unavailable, does not operate as expected or causes loss or damage to any data.
Limitation of Liability
You are responsible to us for any damages, losses, costs or expenses suffered by us arising out of any breach by you of these terms and conditions.
If we or any member of the Selfridges Group are subject to a request for information about you and your use of the WiFi in accordance with any applicable laws or regulations by a governmental, regulatory, self-regulatory, or supervisory authority having jurisdiction over us, we may disclose that information.
Nothing in these terms and conditions limits or affects our responsibility to you for death or personal injury caused by our negligence or fraud.
These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and you irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.