Harrods Customer Care: A Complete, Practical Guide

Key Contacts and Store Information

Flagship address: Harrods, 87–135 Brompton Road, Knightsbridge, London SW1X 7XL, United Kingdom. Main switchboard: +44 (0)20 7730 1234. Official website: https://www.harrods.com. As of 2024, typical trading hours are Monday–Saturday 10:00–21:00 and Sunday 11:30–18:00 (with browsing from 11:30–12:00). Hours can vary seasonally and on bank holidays—always check the “Visit” section on harrods.com before you travel.

Getting there: Knightsbridge Underground Station (Piccadilly Line) is the closest tube stop; the store is a short walk from the Brompton Road and Hans Crescent exits. Harrods spans multiple acres and over 300 departments, so Customer Care and Concierge staff are positioned at main entrances to direct you swiftly to services such as Returns, Click & Collect, Personal Shopping, and Tax/Shipping desks. If you’re carrying an online order number or a repair ticket, keep it handy; it speeds up triage at the door and at service counters.

Contacting Customer Care (Online and In‑Store)

For online order help, use the Help Centre on harrods.com to access live chat, secure messaging, and detailed FAQs. Live chat is typically the fastest path during trading hours, while the web form is best for attaching photos (e.g., damage-in-transit) and documents. If you prefer to call, the main switchboard on +44 (0)20 7730 1234 can route you to Online Customer Service, Personal Shopping, After‑Sales, or specific departments.

Response times vary by channel and season. As a rule of thumb, live chat resolves simple queries in minutes; web form/email responses generally arrive within 24–48 hours on business days; phone queues are shortest in the morning London time (09:00–11:00). For in‑store matters (returns, lost property, alterations), visiting the store or calling the switchboard for the relevant desk often yields same‑day outcomes. Keep your Harrods.com account email, order number (starts with H or numbers), and full billing/shipping postcodes ready.

Orders, Delivery, and Tracking

Harrods.com orders can be tracked from your account dashboard; guest orders can be tracked via the tracking link sent to your confirmation email. If your order shows “Dispatched,” you will also receive a carrier tracking number. Screenshots of tracking and the order confirmation page are helpful if you need to escalate a delay. For partial shipments (common when items come from different fulfilment points), each parcel generates its own tracking.

For UK deliveries, expect options ranging from standard (economical) to next‑day (cut‑off times apply). International checkout calculates taxes/duties at basket—many destinations are Delivered Duties Paid, which avoids customs surprises. UK VAT is 20%; orders that are shipped directly by Harrods to addresses outside the UK are typically zero‑rated for UK VAT at checkout. If you intend to export items yourself, note that the UK’s in‑store VAT Retail Export Scheme ended on 1 January 2021; ask in store about the Export & Global Shipping service to arrange compliant shipment abroad.

Returns, Exchanges, and Refunds

Online purchases from UK/EU consumers are covered by the Consumer Contracts Regulations (2013), which provide a minimum 14‑day cooling‑off period from delivery to cancel, plus a further 14 days to return the goods. Harrods’ own policy may be more generous for full‑price merchandise, but exclusions apply. Items must be unused, in resaleable condition, with all original labels, accessories, authenticity cards, and packaging (e.g., shoe boxes inside protective outer boxes). Keep the dispatch note and returns label that came with your parcel.

Common exclusions include perishable food, hampers containing chilled items, beauty products where hygiene seals are broken, personalized/monogrammed goods, made‑to‑order items, face coverings, and pierced jewellery (for hygiene reasons). In‑store purchases follow store policy, which does not fall under the distance‑selling rules. Refunds are processed to the original payment method; bank processing typically takes 3–10 business days after Harrods confirms receipt and inspection. If you are returning a faulty item, include clear photos and a concise description—Consumer Rights Act (2015) remedies may apply within 30 days for products not of satisfactory quality.

Services That Often Involve Customer Care

Click & Collect lets you buy online and pick up in store—bring photo ID and the order confirmation (digital is fine). If a third party is collecting, you usually need to nominate them in advance and they must present their ID. Personal Shopping can assist with multi‑department purchases, hard‑to‑find sizes, and gifting; appointments can be requested via harrods.com, and you can specify budgets, dates, and brand preferences so your advisor pre‑selects items before you arrive.

After‑Sales covers repairs and warranty support for categories like watches, fine jewellery, handbags, footwear, and small appliances. Manufacturer warranties commonly range from 1–5 years (e.g., Swiss watches often carry 2–5 years). Expect diagnostics to take 7–14 days for fashion repairs and longer for horology and fine jewellery (4–8 weeks is typical when items go to brand service centres). Keep your proof of purchase; for warranties, brand warranty cards/online registrations are essential.

Accessibility, Security, and Lost Property

The Knightsbridge store offers step‑free access and multiple lifts to all trading floors. If you need assistance, notify the Door Hosts on arrival; they can arrange priority lift access, loan wheelchairs (subject to availability), and direct you to accessible facilities. Weekday mornings (outside peak seasons) are generally quieter if you prefer a less crowded visit. Assistance dogs are welcome; staff can advise on suitable routes to avoid escalators.

For security, expect bag checks at entrances. Large suitcases and scooters are generally not permitted on the shop floor; ask Door Hosts for guidance. If you lose an item in store, report it as soon as possible with a precise time, department or floor, brand area (if applicable), and a description. Call the main number +44 (0)20 7730 1234 and ask for Lost Property, or submit details via the Help Centre so Customer Care can match your description against items handed in.

What to Have Ready When You Contact Harrods

• Order issues: order number, account email, delivery postcode, carrier tracking number, and clear photos (for damage/defects). Note the timeline (order date, dispatch date, latest tracking event) to speed triage.
• Returns: proof of purchase (till receipt or online dispatch note), product SKU/size, condition photos if packaging is unsealed, and whether you want refund or exchange. State if the item is faulty to ensure the right policy is applied.
• After‑Sales/repairs: original receipt and any brand warranty card/registration; include a concise fault description and when it started. For watches/jewellery, list the serial number and last service date if known.
• In‑store help: your planned arrival time, departments you need (e.g., Beauty Hall, Shoes, Home), mobility needs, and whether you require Personal Shopping. If arranging collection by a third party, add their full name and ID type.

Expert Tips for Faster, Better Outcomes

• Use live chat during UK business hours for quick fixes (address changes before dispatch, cancel requests, adding delivery instructions). Screenshot the chat transcript for your records.
• For international orders, choose Delivered Duties Paid at checkout where available to avoid border delays. If you need a VAT‑exclusive price, opt for direct shipment outside the UK; self‑export refunds are not generally available in Great Britain since 01/01/2021.
• Photograph packaging as you open high‑value items; carriers often require exterior and interior packaging photos to validate damage claims within strict windows (sometimes 24–72 hours).
• Time‑sensitive purchases (gifts, event wear): contact Personal Shopping at least 48–72 hours before you visit. Provide sizes and brands so items can be reserved where possible.
• Holiday periods (November–January) see peak volumes. Place online orders earlier, expect longer queues by phone, and use Click & Collect or in‑store purchase if you are local for guaranteed timing.

Need Immediate Assistance?

Call +44 (0)20 7730 1234 and ask to be routed to the relevant team (Online Orders, Customer Service, Lost Property, After‑Sales, or Personal Shopping). For documentation and the latest policies, go to https://www.harrods.com and open the Help Centre. Having your order number, proof of purchase, and photos ready will save you multiple back‑and‑forths and typically cuts resolution time by days.

What is Harrods

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Email Us. Please email us at: [email protected] and we will endeavour to resolve your query as soon as possible.

How do I contact Harrods Customer Service?

To receive a full refund, please contact our Customer Service team on +44 (0)20 7730 1234. Alternatively, you can email us at [email protected].

Does Harrods have good Customer Service?

Customer Service employees have rated Harrods with 4.3 out of 5 stars, based on 19 company reviews on Glassdoor. This indicates that most Customer Service professionals have an excellent working experience there.

Does Harrods do a refund?

Harrods offers a full refund (excluding delivery costs) on any items in relation to which a return was raised (in accordance with section 9.3) within 14 days from the day after the date you received the Order, and returned within 14 days thereafter (unless otherwise required by applicable law). 10.3.