FAQs

CONTACT US

Our Customer Service team is available from Monday to Friday, 9am-6pm GMT.
You can contact us by emailing customerservice@harrysoflondon.com, using our live chat feature or calling us at +447876140870 
We aim to respond to your enquiry within one business day.


Locating a store

We have stores in London and New York and stockists and wholesale partners throughout the world. Please visit our store locator page for further details.


Press/trade enquiries

For press enquiries please email: press@harrysoflondon.com
For trade enquiries please email: info@harrysoflondon.com


ORDERS & DELIVERY


How do I place an order online?

Firstly, select the items you wish to purchase. Then, following the prompts on the screen click ‘add to bag’, and ‘proceed to check out’.


Can I place an order over the phone?

Unfortunately, we do not take telephone orders, but if you need any assistance with placing your order online, please call Customer Service which will be able to assist you.


Do I need an account to place an order?

You don’t need an account to place an order, but if you do open a Harrys London account you will be able to do the following:

  • Track your purchases

  • Save your address and card details for faster checkout

  • Save your size and preference details for future reference

Do you offer in-store collection?

You can collect your online purchases in-store at no extra cost. During the checkout process select ‘Pick up in Store’ and choose which store (at the moment we only offer collection from our Motcomb Street store in London) you would like to collect your order from.

You will receive an email as soon as your order is ready to be collected. In order to collect your order, you will need to bring the following:

  • A valid ID

  • The email confirming that your order is ready for pick up (printed or on a mobile device) 

If someone is collecting an order on your behalf, they must bring:

  • A copy of your valid ID

  • Their own valid ID

  • The email confirming that the order is ready for collection (printed or on a mobile device)

If the order is not collected within 15 days of being delivered to the store, it will be returned and we will issue a refund.


Can I amend or cancel my order?

Depending on the status of your order, it may be possible to cancel or amend it.
If you need to make any amendments to your order, please contact Customer Service as soon as possible and we’ll do everything that we can to help.

Please note that we are unable to add an item to an existing order. If you require an additional item, you will need to place a new order.


Methods of payment

We currently accept:

  • Visa

  • Mastercard

  • American Express

  •  Apple pay

  • Google pay

  • PayPal

For security, the billing name and address must match that used for the payment method. For your protection, all orders go through a vigorous fraud-checking process, and if necessary we will contact you to provide further details.

Harrys London reserves the right to cancel any order that does not comply with our security criteria.


Taxes & Duties 

Taxes and duties are calculated according to your shipping destination and the items listed on your Order Summary page. Make sure you select your location to view the correct pricing, delivery times and shipping costs.

We ship on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.


Order Payment currency

UK and Rest of the World orders will be accepted in GBP.
USA orders will be accepted in USD.


When will I receive my order?

After you have placed your order, you will receive an email acknowledging that we have received it.

If any of your items are unavailable, we will quickly inform you and offer you either an alternative or an instant refund.

We process orders within one business day of receipt, and you will receive shipping confirmation once your order has been sent.

We offer next-day shipping for select locations, if the order is placed before 12pm GMT from Monday to Thursday. Any order placed after this time will be processed the following business day.

Please note that despatch times can take longer during sale periods or UK public holidays.
All orders will require a signature on delivery. Please be aware that anyone at the designated delivery address may sign for your delivery. We will not be liable for lost or missing orders that have been signed for in a building, such as an office address that has been provided for delivery.

Track my order

You will receive a tracking number in your shipping confirmation email. If you have created one, you can also track your order in your Harrys London account.


Shipping destinations

We ship globally and you can select your shipping country in the top right-hand corner of our website homepage. If your country is not shown here, please contact Customer Service for assistance.


Shipping restrictions

Due to international trading agreements and regulations, Harrys London must adhere to specific shipping restrictions.

We are unable to ship any exotic skin items out of the UK without obtaining a CITES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) certificate. Obtaining this will cause a delay in the processing of your order. For further information please contact Customer Service.

Please note that we do not ship to PO boxes and military bases.

We don't currently ship to the following countries: Russia and Ukraine.

Do you offer price adjustments on sale items?

We offer a price adjustment on items purchased up to 3 days prior to the commencement date of seasonal sales. Please be aware that the exact style, colour and size of your item must be available for purchase at the time your request is made before any adjustment to the sale price can be approved.

All approved price changes will be credited to your Harrys London account as store credit.
Please note, that we are unable to offer a price adjustment for any special promotion items that are temporarily reduced in price.

If you do notice a change in the price of an item you purchased, please call Customer Service and we will do what we can to help.

Repair Service

For some of our products, we offer a resoling service at our London and New York stores. We offer resoling for all of our shoes with Vibram soles (Downing, Basel, Tweed...). The price for this is £95, and it can take up to 3 weeks.

If you aren’t based in London or New York or if you require any further assistance, please contact Customer Service.

Can I return a faulty item?

You have the right to return items with defects or quality issues. Please contact Customer Service through the usual channels. We will then provide you with full instructions on how to return your items. Upon receipt, we will carefully examine your item/s and if any damages or defects are identified, we will repair or replace them free of charge. If we are unable to repair or replace your item/s, we will offer you a full refund.

Please note that if your items are not deemed defective or damaged, have been damaged due to misuse, or have been returned to us outside the return period, you will not be entitled to a repair, replacement or refund, and we will return them to you at your own expense and without liability. Please also note that we only deal with purchases made on our website or at our own stores in London and New York.

Where are your products made?

All our products are sourced and produced in Europe.


My size is out of stock, when will it become available?

We regularly receive new stock at our online and London and New York stores. Please contact Customer Service for further assistance.