RATINGS AND REVIEWS POLICY

1.  INTRODUCTION  

As our founder, Harry Gordon Selfridge, said when he opened our first store in 1909, ‘Everyone is welcome’, and to this day, these words ring true. We welcome feedback from all our customers, whether you have had an extraordinary experience, or we can do better. Your product ratings and reviews (“Reviews”) help us to create a bright future for everyone.  

We are committed to communicating transparently with the world, including through the Reviews that we publish. This Policy sets out how we collect Reviews, and how we ensure that they are genuine, relevant and accurate. It also sets out the guidelines that we ask you to follow if you wish to submit a Review. 

“You/you” means a potential or actual customer of our products and services.  

2.  HOW WE COLLECT REVIEWS  

We display Reviews on our Platforms for certain Beauty and Home & Tech products. By “Platforms”, we mean any digital way of accessing the Selfridges store and includes the website located at www.selfridges.com, or any subsequent URL which may replace it, and the Selfridges app accessed using a mobile device. 

We may invite you to submit a Review after you purchase a relevant product. The request will usually be sent by email from our third-party provider, Yotpo (who assists us with collecting Reviews). If your Review is published on our Platforms, the Review will be labelled with the phrase “Verified buyer”. This is how we identify Reviews that have been submitted by our own customers.  

We may also publish Reviews that are submitted to our brands by their customers.  

3.  OUR GUIDELINES  

When you submit a Review, you agree to: 

•       only include information about your genuine experience and opinion; 

•       be honest, whether positive or negative; 

•       be respectful and avoid offensive, inappropriate or discriminatory language; 

•       keep your review focused solely on the relevant product;  

•       not include any personal data; and 

•       not include any fake reviews or claims that may mislead other customers. 

You should not submit a Review if you have been incentivised.  

By submitting a Review, you confirm your agreement to this Policy, and that your Review is accurate and honest. 

4.  INCENTIVES 

We do not offer incentives in exchange for Reviews.  

We recognise that our brands may offer incentives for Reviews and we ask them to take extra care to ensure that these are not shared with us. If we are aware that a brand offers incentivised Reviews, we will take additional measures to ensure that we do not publish these. 

5.  HOW WE MANAGE AND MAINTAIN REVIEWS  

Reviews are monitored to ensure compliance with this Policy and will not be published if they are noncompliant. We do not alter or edit the content, or disregard a Review solely based on negative feedback. 

We mitigate the risk of fake Reviews by only inviting submissions from our verified customers. A text field is provided for each product to encourage a focussed Review.  

Products with at least one rating will usually display an overall rating. The overall rating is an average score based on the aggregation of the total ratings for that product. The overall rating will update immediately if a rating is added or removed to ensure its accuracy. 

Before publishing any Reviews shared by our brands, we require: 

•       all Reviews are genuine reviews of products purchased by their genuine customers, are specific to a relevant product, and are not misleading (and the brand takes all reasonable and proportionate steps as are necessary to ensure this); and 

•       none of the Reviews have been incentivised. 

6.  COMPLIANCE  

If we determine that a Review violates this Policy, we reserve the right to remove it. We will also consider whether further action is required. 

We reserve the right to update this Policy from time to time to reflect any changes to our systems, processes and monitoring procedures. We may also make changes, as required, to comply with changes in legal or regulatory requirements. 

7.  COMPLAINTS 

We do not encourage our customers to submit a complaint instead of leaving a Review. However, we recognise that you may not intend to have your feedback published on our Platforms. If, instead, you wish to submit a complaint, you can contact our Customer Services team. For up-to-date information on how to contact us, please visit our Contact Us page. 

8.  CONTACT 

If you would like to report any suspicious or inappropriate Reviews, you can contact our Customer Services team, who will be happy to help.  Please visit our Contact Us page for contact details. 

We take any reports seriously and will take any actions required. 

(Last reviewed and updated August 2025)