Harrods Parcel Not Delivered or Refund Refused? UK Guide
Harrods ships high-value goods, often on its own delivery service or a specialist carrier. The Consumer Rights Act 2015 makes Harrods responsible until you take physical possession, and the order values involved usually bring Section 75 into play alongside it.
Who delivers your Harrods order?
Harrods typically uses: Harrods own delivery, DPD, UPS, specialist white-glove carriers. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Harrods, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Harrods to deliver into your physical possession.
Harrods contact and returns
- How to contact
- Harrods on 020 3626 7911, customer.service@harrods.com, or WhatsApp. Quote the order number, because Harrods uses different carriers depending on the item's value and size.
- Returns policy summary
- Harrods offers a returns window on most items, with exclusions for personalised, perishable and certain fine goods. Those exclusions do not apply to an order that never arrived.
How to claim a refund from Harrods
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Harrods via Harrods on 020 3626 7911, customer.service@harrods.com, or WhatsApp. Quote the order number, because Harrods uses different carriers depending on the item's value and size. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Harrods refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Harrods delivery FAQs
Is Harrods legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Harrods) is responsible for the goods until you take physical possession. Harrods cannot redirect you to the courier because your contract is with Harrods, not the courier.
How long does Harrods have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My Harrods order was expensive. What is my strongest route?
Usually two routes at once. Claim from Harrods under Section 29 of the Consumer Rights Act 2015, and if you paid any part on a credit card with a cash price over £100, your card issuer is jointly liable under Section 75.
A fragile item arrived damaged despite specialist delivery.
Photograph the packaging and item together before moving anything. Paying for a premium delivery service raises what counts as reasonable care, and within 30 days you can reject for a full refund under Section 20.
Harrods says the item was signed for at my address.
Ask who signed and for a copy of the signature. A signature from someone you did not authorise, including a concierge or building reception you did not nominate, does not transfer the risk to you.