G. Selfridges Unlocked Terms and Conditions
WHAT IT IS, AND HOW IT WORKS
“Selfridges Unlocked” is Selfridges Retail Limited’s (“Selfridges”) membership programme called “Selfridges Unlocked” the (“Membership Programme”). Customers that sign up to the Membership Programme (“Keyholders” or “you”) will receive a unique digital QR code (“Selfridges Key”) that unlocks the ever-expanding Selfridges universe at every level of the Membership Programme.
Join now to unlock access to products, experiences and services – your key to a whole new level of Selfridges. The more you spend and engage with us, the higher up the levels you go, and each level offers richer perks to our Keyholders.
OVERVIEW
From February 5 2025 our new Selfridges Unlocked program replaces any previous membership or VIP programs meaning that any perks or rewards, such as Christmas gifting, under these programs are no longer available.
Here is a summary of the perks you are eligible for at each of the Selfridges Unlocked levels, all subject to the full terms and conditions set out below.
Keys are collected in real time, so if you return any items purchased at Selfridges (whether in-store or online), your key balance will adjust accordingly.
SIGN UP
Selfridges Unlocked is free to join and available to customers aged 18 or over. You can become a Keyholder at any time.
To enjoy the perks and enable easy access to your Selfridges Key, you must set up a Selfridges account on Selfridges.com via the sign-up page here. During sign-up, you will need to provide a valid email address and create your password, and it is your responsibility to ensure that your details are kept up to date.
To access your Selfridges Key, you can either go to your account via Selfridges.com or download the Selfridges app, where you can add it to your wallet.
Selfridges Unlocked is for personal use only and is not available for business, resale or wholesale purposes.
Team members can still sign up to the Unlocked programme and opt in to marketing – however please note team members will not earn any keys for any spend at Selfridges or gain access to any perks offered under Selfridges Unlocked. Team members can also continue to download the Key onto their mobile phone, helping to speed up the point of sale experience in store.
EARN KEYS
Once you become a Selfridges Keyholder, you will earn keys as you shop and engage with Selfridges. The higher your key balance, the higher your level.
When signed in to Selfridges.com or mobile app, your keys will be reflected under the “My Account” section.
Earning keys through spend
Every time you spend £50 (cumulative) in store and online, you will collect one (1) key as long as you:
- Complete an online transaction on Selfridges.com or mobile app whilst signed in to your account and/or
- Ensure your Selfridges Key is scanned at the till point, or provide your email address at the till point, before completing a transaction in store at one of our Selfridges stores.
An additional key can be earnt by completing your birthday and phone number on the ‘My Account’ section on Selfridges.com or on the Selfridges mobile app.
Earning keys through engagement
You can also earn keys by tapping your Selfridges Key on the yellow check-in device at the till point when visiting the following Selfridges destinations.
- Attending selected Selfridges bookable events
- Watching a film at The Cinema at Selfridges;
- Dining at one of our included restaurants;
Brasserie of Light (London);
Alto (London);
The Fount (London);
Din Tai Fung (London);
Fumo (Birmingham);
San Carlo (Manchester Exchange Square);
San Carlo Champagne Bar (Manchester Trafford);
- Attending a session at the The Bowl; and
- Redeeming an experience via our Beauty and/or Experience Concierge.
When visiting a destination, you can only collect one key per destination within 24 hours. For example, you can collect a key each time you visit the cinema, restaurant and skate bowl – even if it's all on the same day. However, you cannot get more than one if you visit the same destination multiple times within one day (24 hours).
You will not earn any keys on purchases when:
- You do not scan your Key at the till point for an in-store purchase or provide your email address at the till, or;
- You complete an online purchase as a guest user rather than signed into your account.
Please note it will not be possible to redeem keys after your purchase has taken place.
Exclusions for earning keys
You will not earn keys when you spend on, in or at:
- Selfridge’s restaurants, bars and The Cinema at Selfridges, where you are already awarded a key for attending;
- All other Selfridges restaurants;
- Fresh counters in our food halls;
- Nespresso within Selfridges stores or online;
- Selfridges Rental online platform;
- Dr Vali London;
- RESELFRIDGES Buyback online;
- Tobacco purchases;
prescription purchases at Selfridges’ pharmacy;
delivery charges or import duties applied to your in-store or online purchase;
purchase and/or use of gift cards/vouchers; and
any donations you make as part of our charity partnerships, whether online or in store.
Selfridges reserves the right to amend, delete or add to this list of exclusions at any time during the provision of the Membership Programme.
LIFECYCLE
Customers already signed up to our Membership Programme will retain their membership status from the Membership Programme launch date in 2025.
Beyond the launch date, keys accumulate over the course of the year and reset to zero on 31st January each year (“Reset Date”).
- During any membership year following Reset Date, you will move up a level as soon as you hit the qualifying amount (it may take 24 hours to show in your account).
- You will remain in this level for the remainder of the membership year in which you graduated levels and the following year, unless you reach the next level during that time period.
- If over the course of a subsequent year, you do not collect enough keys to qualify for your existing level you will move down to the relevant level on the following Reset Date. If you leave, you will no longer have access to the Selfridges Unlocked perks.
If you would like to rejoin later, you will join at Level 1, with zero keys in your balance and would need to work your way up again.
Terminating your Selfridges Unlocked membership
We reserve the right to deactivate your Selfridges Key and terminate your Selfridges Unlocked membership if at any time we reasonably believe that you may be: (i) acting fraudulently, (ii) abusing or misusing the perks and benefits under Selfridges Unlocked or (iii) are otherwise in breach of these terms and conditions.
GENERAL
At our sole discretion, we reserve the right to change, modify, add, amend or remove any part of these terms and conditions, including the Selfridges Keyholder perks, from time to time. It is your responsibility to check them for changes or updates. In addition to these terms and conditions, Selfridges.com terms and conditions shall apply to all your online orders.
The perks available under each level of Selfridge Unlocked are only available: (i) on a singular basis; and (ii) to the individual signed up as a Keyholder. Your membership under the Selfridges Unlocked programme is non-transferable.
Selfridges Unlocked and the perks offered to Keyholders under Selfridges Unlocked are for personal use only and the perks are not available for business or resale purposes.
By signing up to Selfridges Unlocked, you hereby accept and acknowledge that: (i) you will only use the perks offered to you under Selfridges Unlocked for personal use only; (ii) that your usage of the benefits and perks under Selfridges Unlocked, shall be fair, reasonable and proportionate to that of the average customer using the perks and benefits under Selfridges Unlocked for personal use; and (iii) Selfridges may at its sole discretion suspend or terminate your membership to Selfridges Unlocked in the event that you are (in Selfridges sole discretion), making excessive use of the Selfridges Unlocked perks and benefits.
These terms and conditions are governed by English law and subject to the English courts' exclusive jurisdiction.
By signing up to Selfridges Unlocked and by using your Selfridges Key, you accept these terms and conditions. For more information about how we use and protect your personal information in relation to Selfridges Unlocked, please refer to our privacy & cookie policy, which can be found here.
If you have any questions about Selfridges Unlocked or your Selfridges Key, please contact our customer services team by calling 0800 123 400 (+044 113 369 8040 from overseas) Monday through Saturday, 9am-10pm, and Sundays, 10am-6pm.
REDEEMING PERKS
Details of the latest Selfridges Unlocked perks can be found here, and this will be updated from time to time, so be sure to check in frequently to see what perks are on offer. Exclusions may apply, and the perks are subject to change.
WELCOME GIFTS
You will receive a welcome gift every time you enter into Levels 2, Level 3 and VSP, but only when you upgrade to these levels from a lower tier. Welcome gifts are not applicable when you move down a tier or your status within the same tier is renewed on the Reset Date.
Welcome gifts are processed and will be emailed to you up to 30 days after your qualifying purchase has taken place (once the returns period for your last qualifying purchase has passed). The welcome gifts are relevant to each level and must be redeemed within three (3) months of issue.
If you sign up and enter directly into Level 2, Level 3 or VSP, you will receive the welcome gift relevant to the level you entered and are not entitled to the welcome gifts of the levels you skipped.
Selfridges reserves the right to change/remove the welcome gift at any point.
LEVELS
Here is a summary of the perks you are eligible for at each of the Selfridges Unlocked levels, all subject to the full terms and conditions set out above.
Level 1 Perks - 0–39 keys
Complimentary UK delivery on online orders over £150
All Selfridges Keyholders signed in to an online account can enjoy complimentary standard or nominated-day UK delivery on orders of £150 or more via the Selfridges website. Once signed in to your Selfridges Keyholder online account, the complimentary delivery code will automatically apply to your basket when you meet the £150 threshold.
Sales and offers exclusively for Keyholders
As a Level 1 Selfridges Keyholder, you will receive access to Selfridges’s exclusive sales and promotions (e.g. Designer Preview). Exclusive sales will have their own terms and conditions, and access is restricted to the Selfridges Keyholder only for the duration of the sale.
Early access to book experiences
As a Level 1 Selfridges Keyholder, you will be the first to hear about and book Selfridges events and experiences (via email and accessing information on ‘My account’ ).
Level 2 Perks - 40–99 keys
A welcome gift when you become a Level 2 Keyholder
See above
Entry into our monthly prize draw
Every time Keyholders from Level 2 (and above) shop using their Selfridges Key, they will be entered into a monthly prize draw to win a day out at Selfridges up to the value of £1,000.
The full terms and conditions for the win big draw are set out below:
1) Win Big draw (“Win Big”) is run by Selfridges Retail Limited of 400 Oxford Street, London W1A 1AB (“Selfridges”).
2) These terms and conditions are the rules that apply to Win Big (the “Rules”). By using your Selfridges Key, you agree to be bound by these Rules.
Entrants
3) Win Big is open to Selfridges Level 2 Keyholders aged 18 years or older, excluding employees of Selfridges and any of its affiliates and any other persons or employees associated with these companies (“Related Persons”). Related Persons accept and agree that they are not eligible to win any prize in Win Big and agree to notify Selfridges that they are a Related Person should they be contacted as a winner.
4) Selfridges reserves the right to disqualify any entrant if it has reasonable grounds to believe that the entrant has breached any of the Rules.
Entries
5) Selfridges Level 2 Keyholders will receive one entry to Win Big draw each time they are identified as a Selfridges Keyholder when completing a transaction in one of the following ways;
a) Scanning their Selfridges Key at the till when completing a transaction in-store;
b) Providing the email address linked to their Selfridges Key when completing a transaction in-store;
c) Ordering online (on Selfridges.com or the Selfridges App) through the Selfridges account linked to a Selfridges Key or;
d) Ordering online (on Selfridges.com or the Selfridges App) using an email address associated with a Selfridges Key.
(each a “Qualifying Entry”).
6) Qualifying Entries will be entered into the prize draw according to;
a) The location where the transaction was made falls into one of the following four categories:
i. London (for transactions at Selfridges Oxford Street store);
ii. Birmingham (for transactions at Selfridges Bullring store);
iii. Manchester (for transactions at both Selfridges Manchester Trafford and Selfridges Manchester Exchange stores); or
iv. Online (for transactions on Selfridges.com and the Selfridges App)
(each a “Location”); and
b) When the transaction was made, each 4- or 5-week period ending at midnight on the last Saturday in a calendar month was a draw period (“Draw Period”).
i. Qualifying Entries will be entered only for the Draw Period in which the transaction was made and will not roll over to subsequent Draw Periods.
ii. Return of an item purchased during the transaction will not affect the Qualifying Entry, which will remain in the prize draw for the relevant Draw Period.
Winners
7) One winner will be randomly selected for each Location in each Draw Period (4 x winners in total each Draw Period). Winners will be selected in the week following the end of the Draw Period.
8) Winners will be notified by email (using the email address associated with the Selfridges Key) within two weeks of the Draw Period's end. Selfridges' decision is final, and no correspondence or discussion will be entered into regarding it.
9) Winners will have one month from the date of the email to contact Selfridges Concierge (via the details provided in the email) to accept the prize. The winner’s day out must be arranged within one year of the date of the email.
10) Unredeemed prizes will be lost, and no further winners will be drawn for that location during that draw period.
11)Winners will be ineligible to win future Win Big draws for a period of 12 months from the date of their win.
The Prize
12) The prize is a day of experiences at a Selfridges store up to the value of £1000 (“Prize Day”). It is non-exchangeable and non-transferable, and no cash alternative is offered. Selfridges reserves the right to replace the prize with an alternative prize of equal or higher value if necessary.
13) Winners must plan their Prize Day in advance with the Selfridges Concierge team. They can choose from a range of experiences available in the chosen store (subject to availability on the chosen date and any exclusions as advised by the Selfridges Concierge team).
14) Winners can choose to experience their Prize Day on any day of the week, subject to availability.
15) Winners can choose to experience their Prize Day at any of the 4 Selfridges stores (London Oxford Street, Manchester Trafford, Manchester Exchange or Birmingham Bullring), noting that some stores may offer a greater range of experiences.
16) The Prize Day can only be redeemed at one store (it cannot be split across stores).
17) The Prize Day must be taken across one date (it cannot be split across different days).
18) Winners must arrange and pay for their own travel to and from the store on their Prize Day. Selfridges is not responsible for any travel costs.
19) Winners can share their Prize Day with up to 3 people, but this does not increase the Prize Day value cap of £1,000.
20) Selfridges reserves the right to request written proof of age and proof of identity of each Winner at any time and for any reason.
21) If winners have enjoyed a Prize Day that has not reached the prize cap of £1,000, any remaining balance (up to a maximum of £500) may be provided on a Selfridges Gift Card at the end of the Prize Day for the winner to spend in any Selfridges store or online at their leisure.
General Terms
22) Selfridges reserves the right to cancel or amend The Win Big or these Rules at any time and without prior notice.
23) Selfridges and any of their affiliates or any other persons or employees associated with these companies/persons will not be liable to any Qualifying Entrant, each winner or any other person if all or any part of Win Big or Rules is cancelled or amended in any way.
24) In the event of any dispute regarding these Rules and all other matters relating to Win Big, Selfridges' decision shall be final, and no correspondence or discussion shall be entered.
25) Selfridges does not accept any responsibility for any damage, loss, injury, or disappointment suffered howsoever arising from Win Big or the Prize Day, whether due to any errors or omissions or other cause by Selfridges, its employees, agents or others to the fullest extent permitted by law. Nothing shall exclude Selfridges’ liability for death or personal injury due to its negligence. Selfridges will not be liable for its inability to contact a winner or award the Prize Day due to any mistakes or errors in the contact details a winner provides.
26) Selfridges does not warrant that The Win Big will be free from errors or omissions. Win Big may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons reasonably beyond Selfridges' control.
Data Protection
27) Personal data supplied during Win Big shall be processed to run Win Big and fulfil, deliver, and arrange the Prize Day. Any personal data shall be stored and processed per Selfridges’ privacy policy.
Jurisdiction
28) Win Big will be governed exclusively by English law, and all Qualifying Entrants (including the winners) will submit to the jurisdiction of the English courts.
Contact Us
You can contact Selfridges regarding The Win Big by contacting our Customer Services team at 0800 123 400 (or +44 (0)207 160 6222 if calling from outside the UK).
Level 3 Perks - 100–199 keys
A welcome gift when you become a level 3 keyholder
See above
Complimentary tea or coffee
Level 3 (and above) Keyholders have access to complimentary tea or coffee in our participating restaurants listed below. This perk is only available to Keyholders in Level 3 (and above) and cannot be shared or extended or used by another Keyholder or customer on behalf of the Level 3 Keyholder.
This perk can only be redeemed once a day in the restaurants listed below.
You must scan your Selfridges Key at participating restaurants to redeem this perk.
Participating restaurants include:
Aubaine (London);
Hive (London);
EL&N (London) House classics only;
The Corner (London);
The Brass Rail (London);
The Selfridges Lounge (London);
Medicine Bakery (Birmingham);
San Carlo Gran Café (Exchange); and
San Carlo Champagne Bar (Trafford).
A birthday gift for you
If you have provided us with your birthday information, you will receive an email stating that you qualify for a birthday gift that will be issued during your birthday month, as long as your birthday month starts at least 30 days after your qualifying purchase into that level, and that you have provided your birthday information 30 days before the 1st day of your birthday month.
You have three (3) months from receipt of the email to redeem your birthday gift. This perk may be subject to additional terms and conditions as set out in the email containing your birthday gift. Selfridges reserves the right to change/remove the birthday gift at any point.
Complimentary gift-wrap
Level 3 (and above) Keyholders can access our complimentary gift-wrapping service, which is available in-store only, for products bought at Selfridges only (upon presentation of a receipt detailing such purchase) and upon presentation of your Selfridges Key at our Gift Wrap service points during non-sale periods only.
This perk only applies to brands using Selfridges gift wrap materials only.
VSP Perks
As a Very Selfridges Person (VSP) Keyholder, you can enjoy access to exclusive perks, personalised services and unique experiences.
VSP Birthday Gift
If you have provided us with your birthday information, you will receive an email stating that you qualify for a birthday gift that will be issued during your birthday month, as long as your birthday month starts at least 30 days after your qualifying purchase into that level, and that you have provided your birthday information 30 days before the 1st day of your birthday month.
You have three (3) months from receipt of the email to redeem your birthday gift. This perk may be subject to additional terms and conditions as set out in the email containing your birthday gift. Selfridges reserves the right to change/remove the birthday gift at any point.
A welcome gift when you become a VSP Keyholder
See above
Priority access to book experiences
VSP Keyholders will have priority access to exclusive Selfridges events. We will inform you of super exclusive events at Selfridges that you have access to. The location of these events will vary and access to these events is always subject to availability and following our bookings process. You must be signed in to your Selfridges account to book these experiences.
Access to the Selfridges Lounge at Selfridges London
VSP Keyholders have access to the Selfridges Lounge. To access, present your Selfridges VSP Key on arrival. You can spend time in the space and benefit from a fully stocked bar, light snacks, and bookable entertainment and events nights. On occasion, the Selfridges Lounge is closed for events, refurbishment or any other business reason and during those times this benefit will not be available to access.
You are welcome to bring a guest(s) to the Selfridges Lounge, but the number of guests is at the discretion of the host. The Selfridges VSP Keyholder must be in attendance in order for guests to access.
Complimentary delivery on all order
Complimentary delivery will be automatically applied to all online orders made when signed in to your account with a minimum order value of £25 required.
Complimentary delivery is available when shopping in store via Clientelling or Personal Shopping appointments only, a minimum order value of £25 is required for UK delivery, and £200 for international delivery..
Complimentary alterations
Selfridges VSP Keyholders have access to a complimentary basic alterations service in all four of our stores. Notify a team member in store and they will arrange for our alterations team to meet you at the nearest fitting room.
Only products purchased by the Keyholder at Selfridges and linked to the Keyholder’s account transactions history can benefit from the complimentary basic alterations perk.
A basic alteration may include a plain hem on trousers, skirts, dresses, dress shirts, jackets or the shortening of straps, however exceptions apply in our regional stores, whereby alterations may be offered on a more limited basis.
This benefit of complimentary basic alterations is only available to the individual Keyholder classified in the VSP of our Membership Programme. It cannot be shared or extended or used by another Keyholder or customer on behalf of the level 4 Keyholder.
Complimentary Parking
Selfridges VSP Keyholders have access to three (3) hours of complimentary parking at all of our stores.
Complimentary parking can be redeemed as follows:
- Selfridges London – go to Personal shopping or the VIP Concierge at the end of your visit to have your parking validated;
- Selfridges Birmingham – speak to your Clienteling representative or personal shopper to redeem complimentary parking on the day you shop at Selfridges.
- Selfridges Manchester Exchange Square visit Click & Collect at the end of your visit to have your parking validated
This perk may vary during peak seasons, and Selfridges will inform you accordingly about any restrictions on using this perk.
This perk should only be used while shopping at Selfridges, during an in-store experience, or when visiting for an appointment.
This offer is limited to one car per visit and per day (subject to availability in the relevant car park) and is only available to the named VSP customer. Standard parking charges may apply if your stay exceeds (three) 3 hours from time of entry into the relevant car park.
Note: Parking is complimentary for all customers in Selfridges Manchester Trafford, regardless of VSP status.
Access to VSP Keyholder experiences
Booking for an Event
- An invite from Selfridges to a VSP Event is extended only to the named VSP invitee for such VSP Event. Invites for VSP Events are non-transferrable and the named VSP must be present at the relevant VSP Event.
- Where Selfridges have specified in the invite to a VSP Event, that the VSP is permitted to bring guests along, a VSP may only book tickets for and bring a quantity of guests that equate to the number that have been allocated to the event by the VSP team. Any additional guests will not be granted entry.
- VSPs are allowed to make one booking per person for the maximum amount of tickets outlined on the VSP Events invite received.
- Multiple bookings for a VSP Event made by a single VSP user may result in cancellation of all event bookings under the VSP’s name.
- When signing up to attend a VSP Event, VSPs must use the email address associated with their VSP account only so that you can be verified as a VSP member at Selfridges. Please note, use of an alternative email address, may result in your booking for an Event being cancelled.
- Spaces at VSP Events are subject to availability and allocation of spaces at a VSP Event are completed on a first-come first served basis.
Confirmation of your Booking
- Once your request to attend a VSP Event has been received, we will confirm that your booking request has been accepted by sending an e-mail to the e-mail address you provideassociated with your VSP account.
- Appointment and tickets for VSP Events are for the specified date on your ticket or confirmation email only.
Cancellation policy
- If you wish to cancel your attendance at a VSP Event, you must provide us with 48 hours’ notice of your cancellation.
- If you are repeatedly not showing up to a VSP Event where you have booked a place, without providing cancellation notice, or without the required 48 hours’ notice, on more than three occasions, we reserve the right to deny you access to any future VSP Events.
- If you are late for a VSP Event which is an appointment, then your appointment time may be reduced or altered to accommodate this, but in some cases we may not be able to carry out some or all parts of the appointment at all and/or you may be asked to re-book your appointment (subject to availability).
How to Reschedule or Cancel Your Appointment or Attendance at an Event
You can reschedule or cancel your attendance at a VSP Event (provided that rescheduling or cancellation is not prohibited by these terms and conditions) by contacting the VSP Concierge - (details for the concierge are in all your communications). or, by replying directly to your confirmation email.
For any other queries about a VSP Event, please contact VSP Concierge Team as directed above.
Waitlists
- Waitlists are in place when a VSP Event is at capacity.
- An invite will be extended to those VSPs on the waitlist if or when spaces become available following another VSP cancelling their allocation to such an Event.
- Available spaces will be allocated on a first come first serve basis to those VIPs that joined the waitlist.
- When a VSP is allocated a space for the VSP Event from the waitlist, you will be informed via email. VSPs have 24 hours to respond and accept the space for the VSP Event.
- Failure to respond in this time frame will mean the next VSP on the waitlist will be automatically allocated the space and you will re-added to the waitlist until the next space becomes available.
Event Behaviour
- VSPs are responsible for themselves and their guest at VSP Events.
- Guests must be compliant with the Selfridges no anti-social behaviour policy including responsible alcohol consumption and a no drug policy.
- Certain VIP Events have an age restriction, where age and ID verification shall be required.
- Guests must only consume alcohol if they are above the legal age limit in the country of the event (UK, 18).
- For external events, guests are required to adhere to the behaviour policy of the venue as well as these Unlocked VSP Event T&Csterms and conditions.
- Selfridges has a zero tolerance of abusive behaviour towards staff.
- Selfridges reserves the right to refuse entry to any attendee and to remove any individual from the premises of any of its VSP Events, for any breach of these terms and conditions or for any other reason.