Returns Policy

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 contact our Customer Services Team if any of your purchases have been delivered without the Harvey Nichols 'Please Do Not Remove' tags.

All items should be returned along with the completed Returns Note to allow easy identification and prompt processing.

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 must be returned unused, unopened and in their original packaging otherwise we may not accept them and return them to you.

Non-returnable items

We are unable to refund or exchange the following products, unless they are faulty:

  • Sale items (purchased in store)
  • 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

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 6 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

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 gifts in one of our stores at the current selling price within 14 days of receipt. Christmas gifts purchased online between Thursday 15th November and Sunday 23 December are subject to an extended returns period and may be sent back for a refund or returned in store for a refund or exchange, with a valid receipt until Monday 7th January. Christmas gifts purchased in-store are subject to exchange only.

Instore Purchases

Purchases made in-store will be offered an exchange for a gift card or a full refund credited to the card used in the original sales transaction. All goods must be returned in perfect condition along with proof of purchase. The following items purchased in-store are exempt from refund or exchange, unless faulty:

  • Sale items (purchased in store)
  • 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
  • Hair accessories
  • Cosmetics
  • Fragrances
  • Toiletries
  • Nightwear
  • Bodysuits and shapewear
  • Pierced earrings

Please note that our Returns Policy applies to our free returns service, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013. This right is dealt with separately in our Cancellations section.

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