We are happy to offer a refund on unsuitable items returned in accordance with our Returns Policy. If you wish to return your items you will need to notify us of your return within 14 days of receiving the item and then return the items within 14 days of your notification in order to receive a refund.  Original shipping costs will not be refunded.  

We will credit your refund to the payment method you used when purchasing the returned items. The cost of our returns service will not be credited to you and you may be responsible for reclaiming duty directly from your local customs office.  

• Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method. 
• Card refunds can take up to 10 working days to be processed by your bank. This varies greatly between card issuers and unfortunately we are unable to influence this. 

Please note that our Returns Policy applies to our free returns service, which is separate from and an alternative to any right that our EU customers may have to cancel orders under the Consumer Rights Directive. This right is dealt with separately in the Cancellation section of our Terms and Conditions of Sale.

Condition of returns 
All items should be returned new and unused, with the Harvey Nichols tag intact and with the original packaging within 14 calendar days from the day after you receive your order. Any authenticity cards, dust bags and leather tags provided as part of the original packaging should also be returned. Returns that are damaged, soiled, worn or altered may not be accepted and could be sent back to you. 

Please note that we will not accept liability for goods that are not returned by the Harvey Nichols free Royal Mail return service. 

Shoes 
All shoes should be tried on a carpeted surface before wear. Shoes should be returned unmarked and in their original, undamaged shoe box. Shoes that are returned without their original packaging or with marks may not be accepted and returned to you. 

Swimwear 
Swimwear should be tried on over underwear without removing the hygiene strips. Returns will not be accepted if this strip is removed or if the items are soiled, they may be returned to you. 

Beauty 
Cosmetics, fragrances, nail products, personal grooming products and pillows cannot be returned unless faulty. 

Non-returnable items 
We are unable to refund or exchange the following products, unless they are faulty: 

• Sale items (purchased instore). 
• Jewellery for pierced ears. 
• Food and drink, including wine and all perishable goods. 
• Hampers, both bespoke and non-bespoke. 
• DVDs and CDs, where the packaging has been removed or unsealed. 
• Hosiery. 
• Ladies briefs. 
• Men's underwear. 
• Gift boxes. 
• Magazines. 
• Gift Cards. 
• Hair accessories. 
• Cosmetics. 
• Fragrances. 
• Bodysuits and shapewear. 
• Books. 
• Pillows. 
• Face masks. 

If you are not sure whether a specific item falls into any of the categories above, please contact our Customer Services Team. 

Faulty goods 
Items are classified as faulty if they are received damaged or if a manufacturing fault occurs. If any item you purchase is faulty, you have the right to reject the goods and have them replaced or refunded within 30 days or if the fault occurs within six months you have the right to claim a free repair or replacement. 

Please contact our Customer Services Team should you wish to return a faulty item. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. All our orders are quality controlled and checked before being dispatched. However, if an item you receive is damaged or faulty, please contact our Customer Services Team who will be happy to assist you. 

Late Returns 
Returns we receive outside of our 14 days returns policy without prior notification will only be accepted in the case of faulty, missing, incomplete or damaged orders. 

Gift Returns – Online 
If you would like to return an unwanted gift purchased online, please note that the refund will be made to the person who made the purchase, via the original payment method. Unfortunately, no refund or exchange can be made to the person who received the gift when the order is returned by post. However, you are welcome to exchange gifts in one of our stores at the current selling price within 14 days of purchase.  

Please note that if you return an item, the taxes will be refunded to you if they were originally included in the purchase price. Any duties you will be responsible for reclaiming duty directly from your local customs office.

What is your Returns Policy? 
Please click here for full details of our Returns Policy. 

Can I change or cancel my order after it’s been placed? 
We generally process and prepare your order for dispatch immediately, so you may not be able to make any amendments or cancel your order if it has already been processed. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy. If you wish to discuss the status of your order, please contact our Customer Services Team, quoting your order number. 

My order is damaged – what should I do? 
Please check your order as soon as you receive it. If any of the items are damaged, please contact our Customer Services Team straight away, quoting your order number and listing the item(s) that have been damaged. 

How long will it take to receive a refund? 
Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method, excluding shipping costs, within 30 days of our distribution centre receiving the returned goods. Card refunds can take up to 10 working days to be processed by your bank. This varies greatly between card issuers, and unfortunately, we are unable to influence it. 

Can I return products to a Harvey Nichols store? 
Yes, please take your product to the relevant department at your nearest store, together with your Dispatch Note. Refunds can only be requested by the Purchaser and will be made via the original payment method. 

Can I exchange an order? 
If you would like to exchange your order, please visit one of our UK stores (excluding Beauty Bazaar, Harvey Nichols, Liverpool) and we’ll be happy to offer you an alternative size or style, subject to availability. Please take the item you’d like to return, along with your Returns Note and original payment card, to your nearest store within 14 working days of receiving your order. If you are not able to visit one of our stores, please purchase any replacement items in a separate online order, then return your initial order for a refund. 

Can I exchange an order I received as a gift? 
If you would like to return an unwanted gift, please note that the refund will be made to the person who made the purchase, via the original payment method. Unfortunately, no refund or exchange can be made to the person who received the gift when the order is returned by post. However, you are welcome to exchange the gift in one of our stores at the current selling price within 14 days of receipt. 

Online purchases:

If you would like to return an unwanted gift, please note that the refund will be made to the person who made the purchase, via the original payment method. Unfortunately, no refund or exchange can be made to the person who received the gift when the order is returned by post.

However, you are welcome to exchange the gift in one of our stores at the current selling price within 14 days of receipt.  

Please contact Online Support if any of your purchases delivered without the Harvey Nichols 'Please Do Not Remove' tags.