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FAQs

CONTACT US

Contacting us

Our Customer Care team are available Monday to Friday 9am-6pm GMT.

Please email customerservice@harrysoflondon.com ,use our live chat feature or call us at +44 (0)20 3696 7878

We aim to respond to you within 1 business day.

 

Locating a store

We have stores in London and New York. As well as global locations and wholesale partners. Please visit our store locator page to find your nearest.

 

Press/trade enquiries

For any press enquiries please email press@harrysoflondon.com

For any trade enquiries please email info@harrysoflondon.com

 

ORDERS & DELIVERY

How do I place an order?

Simply select your items along with the size, click “add to bag” and then “proceed to checkout” and follow the straight forward prompts on the screen.

 

Can I place an order over the phone?

Unfortunately, we do not take telephone orders, however, if you would like assistance with placing your order online please call our customer service team and they 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, however, if you register with us you receive the following benefits with your Harrys of London account:

-          Track your previous purchases

-          Save your address and card details for faster checkout next time

-          Save your size details to help you shop next time

 

Can I amend or cancel my order?

Depending on the status of your order, it may be possible to cancel an item or amend the size for an item.

Please note, we’re unable to add an item to an existing order. A new order would need to be placed for this.

If you need to make any amendments to your order, please contact our customer service team as soon as possible and we’ll see what we can do.

 

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 on the payment method. For your protection, all orders go through vigorous fraud-checking, therefore, we may contact you to provide further details if necessary.

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

 

Payment currency

We all UK and ROW orders will be accepted in GBP.

US orders will be accepted in USD.

 

How much duty and tax will I have to pay?

UK, European Union member countries and US clients will not be required to pay any export tax or duties.

All other countries are shipped to on a Delivery Duty Unpaid basis (DDU), this means that the receiver of the goods will be liable for any local sales taxes or import duties, which may be charged by the customers' local customs authority.

Unfortunately, we have no control over these charges and cannot advise what they may be. For more information, we recommend contacting your local customs office.

The customer takes full liability for all shipping charges, return shipment costs, customs charges and handling fees should they refuse to accept a package due to import duties and taxes.

Please note, we cannot undervalue orders, or mark them as a gift.

 

When will I receive my order?

After you place your order, you will receive an email acknowledging that your order has been received.

If any of your items are unavailable, you will be quickly informed and offered either an alternative or instant refund.

We process orders within 1 business day of receipt, and you will receive a shipping confirmation once the order has been sent.

We offer next day shipping for select locations, this is only applicable if the order is placed Monday to Thursday before 1pm GMT. Any order placed after this time will be processed the following business day for next day delivery.  Click here for further detail on delivery times.

Please note, this could 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 a lost or missing order that has been signed for in a building, for example, an office address that has been provided for delivery.

 

Track my order?

You will receive a tracking number in your shipping confirmation email or can track in your account.

 

Shipping destinations

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

 

Shipping restrictions

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

We are unable to ship any exotic skin items out of the UK without obtaining a CITIES (Convention on International Trade in Endangered Species of Wild Fauna and Flora). This will cause a delay in the processing of your order. For further information please contact our customer care team for assistance.

 

Can I collect in-store?

We offer a collect in-store service in our London and New York stores.

We offer this as a complimentary service to arrive in store within 2-3 working days.

Once your order has arrived in store you will receive a notification to collect your items. We will keep your item in-store for 10 days, if your order is not collected after this point the item will be returned and a full refund will be issued to you.

When collecting your items please ensure that you bring a copy of your order confirmation and government-issued photographic ID such as a driving licence or passport. If you need someone to collect your order on your behalf, please email our customer service team with the details.

 

RETURNS

How to return an item?

You need to request a return via your account or our guest return, your request will then be approved by a member of our team.

Once your return request is approved, double check to make sure all items are in their original packing and are unworn. All UK and US customer will receive a returns label for free returns. Harrys of London will cover the cost of one return per order.

For all orders outside the UK or US returns need to be shipped back by the customer at their own cost. If your order has been sent to a destination within the EU or USA, all customs duties and sales taxes will be refunded. 

Outside the EU or USA, customs duties and sales taxes are non-refundable through Harrys of London. However, you may be able to recover these by contacting your local customs office directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

The original shipping charges are not refundable.

Also, please note, Harrys of London is not responsible for gift products and items delivered to incorrect addresses supplied by the sender, so triple-check that info. We also encourage you to handle your shoes with care, as a damaged product caused by improper handling by the recipient is also not our responsibility.

In the case of items damaged during shipment, please contact our customer care team at customerservice@harrysoflondon.com

 

Return conditions

We accept returns within 20 days of the order date, provided the return conditions listed below are met.

Within this time frame you need to: create your exchange/return, book a collection and send your purchase back to us.

Items returned must be in their unused original condition with all packaging.

Incomplete, damaged, worn, soiled or altered items will not be accepted for a refund and will be sent back to the customer.

Exchange requests made after 20 days from the order date may be accepted at Harrys of London discretion. The customer is responsible for any shipping, taxes and duty fees incurred by themselves or Harrys of London on exchanges outside of the 20-day timeframe.

If you're returning or exchanging an item because of a mistake on the part of Harrys of London or because of quality issues, Harrys of London will pay the shipping costs for you to return the item to us and to send a replacement item back to you if required.

Receiving a refund

Refunds will be credited to the original purchaser’s method of payment.

The refund can take up to 3 business days to be processed from delivery receipt, once refunded the credit can take 7-10 days to appear on your statement depending on your bank provider.

Please note, this could take longer during sale periods or UK public holidays.

Please ensure that you keep all return tracking proof until you have received your refund.

 

Exchanges

We offer size exchanges for the same item that was ordered online, however for a style swap you would need to place a new order and refund the original order.

There is no charge to exchange items (except where there is a price difference), however, all exchanges are based on stock availability and therefore availability of replacement items is not a guarantee.

We offer one free exchange per order.

OTHER

Can I claim a tax refund online?

No, purchases made on harrysoflondon.com cannot be recovered through the VAT retail export scheme.

 

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 a seasonal sale. Please be aware that the exact style, colour and size 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 of London account as store credit.

Please note, we are unable to offer a price adjustment of further reductions or on 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 our customer care team and we’ll see what we can do.

 

Repair service

For some of our products, we offer a resoling service in our London and New York stores. Please contact the stores directly for assistance with this.

If you aren’t based in London or New York, please contact a member of our customer care team for further assistance.

 

How can I care for my shoes?

Please find our shoe care guide here, we offer a selection of shoe care products to assist keeping your shoes looking their best.

 

Where are your products made?

All our products are sourced and produced in Europe.

 

Purchasing a gift?

We offer a gift-wrapping service, please select this during checkout. Unfortunately, we do not offer gift receipts. Our normal returns policy applies to any gifts purchased and will be credited to the original purchaser’s card. Alternatively, we offer a Gift Card for purchase that can be used online or in-store.

 

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

We frequently get new stock in, please contact our customer care team for further assistance on this.

 

How do I know my size?

This is a difficult one, as everyone’s feet are different! We offer a size guide on our products, which should give you a good guideline on what to choose.