FAQs
Shopping
How do I find the products I am looking for?
There are a number of ways to find the product you are looking for. You can use the search box in the top right hand corner of the page. Select a top navigation item ie Women and then a category ie dresses.
There are further filters to narrow your search select Brands to view in apathetical order the brands that we sell in store and online.
How do I shop online?
Once you have found the product you want to buy, select the relevant colour and size (if applicable) and then add the item to your shopping bag. A drop down from the top right hand side of the screen will show that your product has been added to your bag. From here you will be given the option to checkout.
How do I pay for my order?
Once you have finished shopping you can view the products in your Shopping Bag by moving your mouse over the Shopping Bag tab in the top right-hand side of the screen. To see a more detailed view of your shopping basket click on ‘Go to bag’. Then to proceed with your purchases click on the checkout button. If you are experiencing difficulties with your payment or order please contact our web customer services team on webcustomerservices@harveynichols.com or telephone 0845 604 1888 overseas customers please call +160 466 2788 who will be happy to guide you through our payment screen on-line.
Can I create an account with Harvey Nichols?
Yes, you can create an online account. Log in as a new customer and complete the relevant details which will enable you to: Proceed through checkout faster when making a purchase; check the status of orders; view past orders; make changes to your account information; change your password; add alternative addresses (for shipping to multiple family members and friends).
Can I shop without creating an account?
Yes, when you have placed the goods into your bag and started the check out process you can click on Guest Checkout which means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.
Can I collect from one of your stores?
Yes, if you wish to collect your goods from one of our stores in the delivery address section please click on the drop down under delivery address and choose the store you wish to collect from. This is a free of charge service. You will receive an e-mail when the goods are ready to be collected from your preferred store normally within 3-5 working days.
How will I know my order is placed?
Once your order has been placed and payment has been accepted you will see on the order acknowledgement screen your order number plus an order acknowledgement e-mail will be sent to the e-mail address you provided.
Can I add a different delivery address to my order?
Yes, you can send your goods to a different UK delivery address to your billing address under step 2 Delivery Address in the checkout by clicking on + Add a new delivery address.
Our delivery options are:
| Delivery Option | Service | Location | Price | Notes |
|---|---|---|---|---|
| UK Deliveries | ||||
| Standard 3-5 Working Days | Mon – Fri 9am – 6pm |
Mainland United Kingdom only | £5.50 | Order before noon |
| Other Deliveries | ||||
| Scottish Highlands & Islands | 3-7 Day service | Channel Islands, the Isle of Man, the Scottish Islands and the Isle of Wight | £5.50 | Order before noon for delivery in 3-7 working days. Ordering after noon will result in delivery in 4-8 working days. |
| Northern Ireland | 3-7 Day service | Northern Ireland only | £5.50 | Order before noon for delivery in 3-7 working days. Ordering after noon will result in delivery in 4-8 working days. |
| Eire | 3-7 Day service | Eire only | £5.50 | Order before noon for delivery in 3-7 working days. Ordering after noon will result in delivery in 4-8 working days |
Do you deliver outside the UK?
For non Hamper products we currently only deliver to the UK and Eire, including the Channel Islands the Isle of Man, the Scottish Highlands & Islands & the Isle of Wight.
If you would like information on our overseas stores http://www.harveynichols.com/stores/stores-abroad
Can I add a Gift message?
Yes, you can add a gift message with your parcel in option 3 Delivery and Gift options section. Click on the tick box provided and then type a message in the box provided on the page, this will be printed as you have written it, onto a Harvey Nichols gift card (limited to 250 characters).
You can request a blank gift card by ticking the appropriate box on the same page, Harvey Nichols gift boxes are free of charge.
Please note we are unable to refund gift boxes, please do not return a gift box if you return any of the goods you have purchased.
How do I see what I’ve placed in my Shopping Bag?
To see what is currently in your shopping bag simply click on your Shopping Bag in the top right-hand side of the screen and your bag contents will be shown.
How do I remove something from my Shopping Bag?
The Shopping Bag is editable click on Go to Bag where you can click on the remove button to remove an item, or change the quantity by clicking on the + or – and select update.
“Which methods of payment do you accept online?
We accept the following cards in payment for purchases made online: Mastercard, Visa, Visa Delta, Maestro, Solo, Electron and American Express.
Customers will be temporarily unable to use their Harvey Nichols Store Card or MasterCard to shop at www.harveynichols.com. However, you can continue to use your Harvey Nichols Card for purchases in our stores and restaurants as normal.
Unfortunately at present, we do not currently accept Harvey Nichols Gift Vouchers online.
When will my credit / debit card be debited?
Your credit / debit card will be debited on despatch of your order.
Hamper orders - payment will be taken as soon as you have placed your order.
Are my personal details secure?
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. To check you are in a secure area of our site you can look at the bottom right of your browser window and you will see a closed padlock or an unbroken key. This indicates that SSL is enabled and your transaction is secure.
Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank.
How do I contact Harvey Nichols Web Customer Services team?
You can contact the Harvey Nichols Web Customer Services team from Monday – Friday, 9.00am – 5.30pm
By email: webcustomerservices@harveynichols.com
By phone: 0845 604 1888
Overseas customers should call +44 160 466 2788
If you wish to write to the Web Customer Services team, the postal address is:
Harvey Nichols Web Customer Services
c/o Clipper Logistics
Liliput Road
Brackmills
Northampton
NN4 7DT
Do you have a Sale on-line?
We have seasonal sales on the shopping website to match the dates of our seasonal sales in store. These only occur bi-annually, to be the first to know when our online sales occur please sign up to Hnews.
What if an item is out of stock?
If an item is out of stock on the website an Email Me When Back in Stock will appear on the Product Detail screen. Please select your colour and size then click on the e-mail when back in stock button then when the item comes back into stock we will send you a mail informing you the item is back online.
Can I deliver my order to multiple addresses?
At present you can only have your order delivered to one address for non-hamper orders. If you wish to send items to several addresses please place separate orders for each address.
If you are placing an order for multiple Hampers you can select a named day delivery option using our calendar function, and have your Hamper sent to individual delivery addresses.
Should you require assistance please contact our Web Customer Services team who will help you put your order through on 0845 604 1888 overseas customers please call +44 160 466 2788. Or email webcustomerservices@harveynichols.com
Can online orders be tracked?
If you believe your order is late and you have not yet received a card from the delivery company, please call our Web Customer Services team on 0845 604 1888 9am - 5.30pm Monday to Friday, or e-mail webcustomerservices@harveynichols.com and we'll follow it up on your behalf. Overseas customers should call +44 160 466 2788.
What should I do if I haven’t received all the items I ordered?
Please check your order as soon as you receive it. All the items in the box should match the items listed on the despatch note. If there is an item missing, please e-mail our webcustomerservices@harveynichols.com team or call 0845 604 1888 overseas customers should call +44 160 466 2788. Please quote your order number.
Will I have to sign for my delivery?
Yes, all our delivery options must be signed for. If you are not there to sign for your delivery, our delivery company will leave a card and telephone number for you to call to make alternative arrangements. However, to ensure the safe and undamaged delivery of your order, our delivery company will not be able to leave your order 'hidden' at the address.
Can I track the delivery status of my order?
Yes. When you receive your confirmation email it will include a link to our delivery company’s website where you can track your order using your consignment number. Please note the tracking link will only take effect midnight on the day you receive the email to confirm that your order has been despatched. Alternatively please contact our Web Customer Services team on webcustomerservices@harveynichols.com or on 0845 604 1888 overseas customers should call +44 160 466 2788.
What if I’m not in when you deliver?
If you are not there to receive and sign for your delivery, then our delivery company will leave a card and telephone number for you to call to make alternative arrangements. If the delivery company is unsuccessful in delivering to you a second time, we will contact you to arrange a suitable alternative time for delivery.
Do you deliver to post office boxes or aramex addresses?
Unfortunately we do not deliver to PO box numbers, BFPO addresses, mail forwarding addresses and temporary residence addresses.
How do I know you have received my order?
After you have placed your order you will receive an acknowledgement email confirming that your order has been received. When your order has been processed and despatched you will receive another e-mail confirming this and your credit / debit card will be charged.
For Hamper orders your credit / debit card will be charged immediately after placing your order.
Can I change or cancel my order after it’s been placed?
We generally process and prepare your order for despatch immediately, so you may not be able to make any amendments or cancel your order as it could have already been despatched. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy. Please email our webcustomerservices@harveynichols.com team or telephone 0845 604 1888, overseas customers should call +44 160 466 2788 9am to 5.30pm Monday to Friday to discuss the status of your order, please remember to quote your order number.
My order is damaged – what should I do?
Please check your order as soon as you receive it. If an item(s) are damaged, please contact our webcustomerservices@harveynichols.com team or call 0845 604 1888 overseas customers should call +44 160 466 2788 straight away quoting your order number and listing the item(s) that have been damaged.
What is your returns policy?
We hope that you will be delighted with your order. However, if within 7 days of receiving your goods, you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging along with your completed returns note. You will find our Returns Policy here. Please note we offer a free returns service via Royal Mail using your Returns Note provided in your parcel.
How long will it take to receive a refund?
Refunds will be made by the original payment method within 30 days of our distribution centre receiving the returned goods. Please note that goods must be returned in perfect condition, and in their original, undamaged packaging along with your completed returns note.
Can I return products to a Harvey Nichols store?
We have included a free of charge returns form and label to allow you to return your products in a quick and simple way. If however, you would prefer to return your products in person to a Harvey Nichols store you can do so. Take your product to the relevant department at your nearest store with your despatch note. Refunds can only be requested by the Purchaser and will be made to the original payment method
Can I exchange an order?
We currently do not offer any exchanges online. If you are unhappy with your purchase please return your package to us using the free post returns label and complete and include the Returns Note in your parcel. We can only process a return if the Returns Note has been fully completed. We will then refund you accordingly. Please place a new order for the item(s) you require.
Can I exchange an order I received as a gift?
You can only exchange an item you have received as a gift if you return it in person to the relevant department at your nearest store with your despatch note. Alternatively you could contact the purchaser to do so on your behalf. Refunds can only be requested by the Purchaser and will be made to the original payment method
How do I subscribe to receive updates from Harvey Nichols?
You can sign up to receive regular email updates from Harvey Nichols via our Hnews Newsletter. To do this by clicking on the Sign up for HNews link on the bottom of the left hand side of the home page. You will be asked to provide your name and email address. Or you can follow us on Facebook and Twitter
How do I create my online account?
You can create your online account from any page on the shopping website by clicking onto the Sign in / Register link on the top of your screen. You will be asked to enter your personal details including your name, email address and password. Once you have created your online account this will enable you to: Proceed through checkout faster when making a purchase; check the status of orders; view past orders; make changes to your account information; change your password and add alternative addresses for shipping to multiple family members and friends.
The online My Account function will only appear in the top tool bar once you have signed in on future visits to the Website.
How do you use the personal information that I supply?
We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To serve website content and advertisements to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.
What do I do if I’ve forgotten my password?
If you have forgotten your password, click onto the Sign in / Register link in the top right hand toolbar and click onto the ‘Forgotten your password’ button in the sign in section. You will then be asked to enter your email address, we will then email a new temporary password to you to login with. This can be amended under My Account.
How do I create my address book?
The Address Book function is only available once you have signed in to your account. Then you will be able to click onto Address Book on the left hand side under My Account to see your current addresses you can click on the edit button to edit your billing address or delivery address or click onto Add new address from here you can add new addresses to your account.
Can I view all my previous orders?
Yes under My Account click on Orders. Here you can view the order number, date raised, and the delivery address, total of the order, the status and actions. Under the Actions column you can click on view details to see a full summary of the specific order selected. You can print your order from this screen or click on recorder to see images of the products in the order selected. Click on Return to my orders to go back to the screen to review your full list of orders.
How do I create my Wish List?
When you are viewing a product in the product detail page, you can add the product to your Wish List by clicking onto the Add to Wish list link. You can view and manage your Wish List in My Account. Once you have finished looking at your Wishlist, simply click the Continue Shopping button to carry on browsing. Wishlist’s can be forwarded to your family and friends via e-mail.
How do I unsubscribe myself from receiving emails from the Marketing Department at Harvey Nichols?
Simply click on the Unsubscribe link at the bottom of any Marketing email we have sent you. You are welcome to subscribe to the HNews again at any point.
Technical
Do I need Flash to view this site?
No, but we do use flash for some animations to add to your online experience. Click here to download Flash Player for free. http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
Which browser version do I need to view this site?
This site is best viewed in any of the following browsers:
- IE8 (preferred)
- Firefox
- Safari
- Google Chrome
What are cookies and how are they used on this site?
Cookies are small pieces of information that are stored by your browser on your computer hard drive. They contain no recognisable Personal Information.We use them to identify you as you travel around our site and to provide site usage information, which will further help us improve and develop the site and services we offer. We advise you not to use cookies if your computer is shared by other people. You can accept all cookies, reject all cookies, or modify your browser to alert you of any new cookies. Cookies also protect the integrity of registered passwords and limit access to 'paid for' services.