Harrods customer service — comprehensive professional guide

Overview and core contact information

Harrods is one of the world’s best-known department stores, founded in 1834 and located in Knightsbridge, London. The primary store address is 87–135 Brompton Road, Knightsbridge, London SW1X 7XL. The official website is https://www.harrods.com and the general switchboard is +44 (0)20 7730 1234; for many customer queries the email address published for Customer Care is [email protected]. Refer to Harrods’ Customer Care page (https://www.harrods.com/en-gb/customer-care) for the latest policies and seasonal opening hours.

Harrods operates a centralised Customer Care team that handles enquiries for in-store purchases, online sales, delivery, returns and VIP services. Typical service-level expectations used across luxury retail apply here: immediate acknowledgement by phone, an initial email response within 24–48 hours, and longer investigations (authentication, repair estimates) completed within 7–28 days depending on complexity. Harrods also maintains active social channels for fast enquiries — response windows on Twitter/Instagram Messenger often fall within business hours.

• Main switchboard: +44 (0)20 7730 1234
• Customer Care email: [email protected]
• Website & customer-care hub: https://www.harrods.com/en-gb/customer-care
• Store address: 87–135 Brompton Rd, Knightsbridge, London SW1X 7XL

In-store services, private shopping and concierge

Harrods offers structured in-store services: Personal Shopping (private appointments and styling), a Concierge desk for reservations and event tickets, and product-specific specialists (watches, jewellery, fragrance, home). Personal Shopping appointments are bookable online or by phone and typically provide access to private suites, overnight hold options and cross-floor styling. For high-value purchases Harrods can arrange secure private viewings and out-of-hours appointments — expect additional charges or minimum-spend conditions for exclusive after-hours access.

Concierge services extend beyond buying: Harrods can arrange restaurant reservations (in-house restaurants include The Georgian and several cafés), city experiences and bespoke gift-wrapping. For business or corporate clients there are account managers who can set up invoicing, monthly statements and tailored corporate gifting programs; these arrangements are formalised via the Customer Care team and usually require a signed account agreement with agreed credit terms.

Online orders, delivery, taxes and returns

Harrods operates an online store that mirrors many in-store categories. Delivery options commonly include standard UK delivery, timed (premium) delivery slots and same-day delivery within the London area for qualifying orders; cut-off times and fees vary by product category and season. If you are shipping internationally, Harrods displays duties and VAT at checkout for many destinations; non-UK visitors should check tax-free shopping eligibility and gateways — Harrods has historically worked with tax-free providers for VAT reclaim, but rules changed post-2020, so confirm current procedures at point of sale.

Returns policy: always keep your receipt and the original packaging. Harrods’ public policies typically allow returns for full-price items within a set window (commonly 14–28 days depending on sale channel and product) provided the item is unused and in original condition. Exceptions include personalised items, perishables and certain beauty products — fragrances and cosmetics may be non-returnable for hygiene reasons once opened. For luxury goods requiring authentication (e.g., designer handbags, watches, jewellery), returns often involve an inspection that can take several business days; refunds are issued after the inspection is complete.

Practically, if you need to return an item bought online: contact Customer Care with your order number, arrange a courier or follow Harrods’ return portal instructions, and retain tracking until the refund posts. Refund timing depends on payment method: card refunds typically appear within 3–14 business days after processing; credit to store account is usually immediate once accepted.

Repairs, warranties and authentication procedures

Harrods facilitates repairs and aftercare for many departments but does not always execute warranty work in-house — brand-authorised service centres perform manufacturer warranty repairs for watches, jewellery and electronics. When Harrods provides repair estimates, allow up to 7–28 days for diagnostic assessments and longer (6–12 weeks) for complex or brand-serviced work. Always request a written estimate and an itemised invoice for any service performed; this protects you for insurance and resale purposes.

Authentication is a core part of Harrods’ luxury resale and return checks. High-value returns may be sent to a specialist team to verify provenance, serial numbers and condition. Customers returning authenticated items should expect an inspection report; any discrepancy with the original purchase (e.g., missing tags, aftermarket parts) can affect refund eligibility. If you are buying a high-value item, ask for the certificate of authenticity, serial number and original warranty card at point of sale — Harrods records these details to speed future service requests.

Accessibility, complaints handling and practical tips

Harrods publishes accessibility details for the store, including step-free entrances, lifts, accessible toilets and hearing loops in customer-service areas; for specific mobility needs contact Customer Care in advance to arrange assistance. For visitors with visual impairment, Harrods staff can provide guided shopping and tactile descriptions upon request. If you require language support, Harrods frequently can provide multi-lingual advisors or interpreters for pre-booked private appointments.

If you need to escalate a complaint: use Customer Care in writing (email), include order/reference numbers, dates, receipts and photographs. Harrods aims to acknowledge formal complaints swiftly and provide a resolution timetable; unresolved matters can be referred to trading standards or alternative dispute resolution in the UK. For data and privacy queries, cite the Data Protection Act / UK GDPR and contact Harrods’ Data Protection Officer via the Customer Care channel for subject-access or data-erasure requests.

• Practical tips: keep receipts and photograph items on arrival; check serial numbers and warranty cards before leaving the store; for international visitors request VAT-free paperwork at checkout and present passports when required.
• When booking Personal Shopping or concierge services, confirm cancellation terms, any minimum spends and whether service charges apply; request written confirmation with times, locations and staff contacts.

What is Harrods

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

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.

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].

How do I track my Harrods order?

If you have purchased through our personal shopping service or directly with the Harrods shopfloor team, the sales associate who helped place your order will update you until the order is passed over to the carrier, at which point you will receive text message updates directly from the carrier that you can use to track …

Does Harrods ship to the US?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, Harrods ships to the US, but some items like beauty, grooming, food, wine, and hampers are restricted and cannot be shipped internationally. For these or other items, you can use a package forwarding service such as MyUS.com or Reship to receive your order in the US.
  How to Ship to the US

1. Check for Restrictions: Before placing an order, review Harrods’ restricted items list for items that cannot be shipped to the US. 
2. Use a Package Forwarder: If an item is restricted or if you want a different shipping option, use a package forwarding service like MyUS.com or Reship. 
3. Get a UK Address: Sign up for a package forwarding service to get a UK shipping address. 
4. Order from Harrods: Use this UK address when you check out your Harrods order. 
5. Forward Your Package: The package will be sent to the forwarding service’s warehouse in the UK, and they will then forward it to your address in the US. 

Tax-Free Shipping 

• You can also use Harrods’ tax-free shipping service when shopping in-store at Harrods Knightsbridge or through their Personal Shopping service.
• This service removes UK VAT (Value Added Tax) from your purchase, and you are responsible for any local taxes and duties upon delivery.

AI responses may include mistakes. Learn moreHow to Shop Harrods and Ship Internationally in 3 Easy StepsJan 23, 2024 — Even though Harrods doesn’t ship directly to all countries, MyUS has helped millions of online shoppers buy from Harro…MyUS.comTax-Free Shipping – HarrodsShop at Harrods with complete peace of mind when shipping to an international address. Our tax-free shipping service allows you to…Harrods US(function(){
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Does Harrods accept refunds?

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.