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Frequently asked questions

Stores

Account Card - How do I open a Selfridges Account?

You can open a Selfridges Account by visiting one of the following areas in store:

  • London: Services Lounge (Lower Ground Floor)
  • Birmingham: Information Desk (Level 4)
  • Manchester Trafford Centre: Ask at any till point on the Lower Level
  • Manchester Exchange Square: Information Desk (Lower Ground Floor) or ask at any till point.

You will need to produce two of the following forms of identification:

  • Full UK driving licence
  • Credit card or store card

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 an enquiry please call them direct on 0845 122 2503 and they will be happy to assist you further (calls charged at local rate).

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 Services Lounge on the lower ground floor and on the third floor by the Ladies' toilets. 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?

We are very keen to support community-based charities in Manchester, Birmingham, London and Leicester - the cities in which our stores and offices are based. Unfortunately we cannot support charities outside of these areas. If you wish to make a request, please write to the relevant store and allow up to three weeks for a reply. We do try to reply to every request we receive.

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 Service department on the Lower Ground floor. 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).

Engraving / Personalisation - Do you offer an engraving service?

Engraving is available at Timpson's (Lower Ground Floor) in our London store. Call 020 7318 3717.

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

Returns - What is the Christmas Gift Policy?

We extend our online and store refund policy over Christmas for gift purchases. Please check back in November for further details.

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
    Services Lounge (Lower Ground Floor)
  • 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

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.

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 14 days of delivery. See our Refunds and Returns page for more information.

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 goods to you?

If for any reason you are not happy with your purchase, you can return it within 14 days of delivery. Sign in to your account, go to My Orders, and select the items for return. You will then be able to print out an address label.

Goods must be returned in their original packaging, with their labels still attached and in a saleable condition.

How do I return goods to you?

If for any reason you are not happy with your purchase, you can return it within 14 days of delivery. Sign in to your account, go to My Orders, and select the items for return. You will then be able to print out an address label.

Goods must be returned in their original packaging, with their labels still attached and in a saleable condition.

Some items - for example, cosmetics, lingerie and hampers - cannot be returned. See our Refunds and Returns page for more information.

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).

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).

Returns - What is the Christmas Gift Policy?

We extend our online and store refund policy over Christmas for gift purchases. Please check back in November for further details.

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 4pm and you will be able to collect your order first thing the next day or simply select a collection date that suits you up to 14 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.

If you have placed a Cartier Click & Collect order, please go directly to the boutique in the Wonder Room, in our Oxford Street store to collect.

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 14 days from the collection date you've selected. After 14 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 the 'ready for collection' email. Don't worry if you don't have a printer, you can show us on your phone or tablet.
  • The card you used to pay for your order or valid photo ID.

You will be required to sign for your order on collection.

Cartier orders
If you have placed a Click & Collect order with Cartier and would like someone else to collect the order on your behalf, you need to email Cartier at cuk.selfridges@cartier.com with the name of the person who will be collecting the order. They then must bring your ID and their own valid photo ID. For any questions on Cartier Click & Collect orders, please contact + 44 207 318 3964.

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 14 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 14 days to collect your order from the collection date you've selected. After 14 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:

  • Your own valid photo ID along with a copy of their 'ready for collection' email. Don't worry if you don't have a printer, you can show us on your phone or tablet.

If you have placed a Cartier Click & Collect order and would like would someone else to collect the order on your behalf, you need to email cuk.selfridges@cartier.com with the name of the person who will be collecting the order. They then must bring your ID and their own valid photo ID. For any questions on Cartier Click & Collect orders, please contact + 44 207 318 3964.

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?

We only offer payment in pounds sterling, with the prices shown on the website. We are still able to process internationally registered credit cards for our accepted payment types. Please note that your card issuer may charge additional fees or exchange commission on Selfridges orders.

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. This is presented on the prices on the website.

If you are buying goods for delivery to a non-EU address, UK VAT is not applicable. We will deduct this at checkout from the price presented and add local taxes and duties.

What local tax and duties are charged?

If you are buying goods for delivery to an EU address, then there are no applicable local taxes or duties other than UK VAT which is already included in product prices.

If you are buying goods for delivery to a non-EU address, after deducting VAT at checkout, we will add local tax and duties that are applicable in order to deliver the goods to your country. Selfridges - along with our delivery partner - will then handle payment of local tax and duties to customs on your behalf. You will not be charged any additional amount on receipt of your goods.

The amount of local taxes and duties charged to you at checkout is dependent on a number of factors. These include your delivery address, what the products are, what they are made of and how much they cost.

We will calculate your local taxes and duties so you don't need to worry about additional fees when you receive.

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.

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

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.