Shopping
How do I find the products I am looking for?
There are a number of ways to find the product you are looking for. You can use the search box in the top right hand corner of the page where you can enter a specific brand or product name, or a general search term such as ‘belt’. Clicking the Go button will display all the products matching the search term to you on the results page. Alternatively you can search by using the navigation lists on the left hand side of the page – by category such as skincare or by brand such as Alexander McQueen.
How do I shop online?
Once you have found the product you want to buy you can click on the View button to get more information on the product including a full description, further view of the product, chose the colour and size of the product (if applicable) and the facility to email the product details to a friend or add to your Wish List. If you want to buy the product you could click on the Buy button. For products having a colour or size you will be asked to choose which colour or size you want and then click on the Add to basket button. After adding an item to your bag you will remain on the same page so that you can continue shopping.
How do I pay for my order?
Once you have finished shopping you can view the products in your Shopping Bag by moving your mouse over the Shopping Bag area in the top right-hand side of the screen. To see a more detailed view of your Shopping Bag click on the View Bag link or, alternatively to proceed to payment, click on the Checkout link and follow the procedure below:
Step 1 – Welcome
If you are an existing customer you can enter your email address and password and continue to Step 2 by clicking on the Sign In button. If you are a new customer, you will need to enter your personal details here including your title, name, email address and phone number and click on the Proceed button to continue to Step 2. As a new customer you do not have to register with us to shop, merely provide the information we require to process your order. You will have the opportunity to register with us once you have completed your order should you wish. This will give you a faster shopping experience for repeat visits and allow us to retain your address book and send you our ENewsletter, HNews, full of great fashion information.
Step 2 – Delivery
Here you select your delivery options. If you are an existing customer your billing address will be shown here automatically as your delivery address, but you can add another address or select any previously saved address as the delivery address if you prefer. If you are a new customer we ask you to enter your delivery address here. We have provided a quick postcode lookup function for you although you can still enter your address in full if required. Irish customers will need to click on the link to enter their full address as there are no postcodes to lookup in Eire. Alternatively you may decide to collect your order from one of our stores. If you wish to do this simply click on the Collection from store radio button and choose your store from the dropdown list. Press the pink button to go to Step 3.
Step 3 – Delivery & Gift options
Choose which delivery option and gift option you would like for the order and enter a gift message if required. Click on the Proceed to Order Summary to check your order before payment. Please note that, depending on your address, you may have a choice of delivery options or be offered the only available service.
Step 4 – Order Summary
Your order details will be summarised clearly for you here and you will be able to change the gift options and delivery or collection address by clicking on the appropriate link. Clicking on the Proceed to Payment button will take you to the payment page where you can key in your credit or debit card details and complete your order.
Step 5 – Payment
If you are a new customer you will be asked to either confirm your billing address is the same as your delivery address (default), enter a new billing address, or provide a billing address (if you have previously chosen Collect from store we will not yet have any address details from you). You will be asked to enter your card details for payment. We accept Harvey Nichols Account Cards, Visa, Mastercard, Switch (Maestro), Solo, Electron, and American Express. It is important that you read and agree to our Terms and Conditions before we can accept your order. Once you are ready to complete your order click on the Place Order button. At this point a message will be displayed requesting that you wait while your order is processed. Please do not press any buttons on your browser whilst your order is being processed or the transaction may fail. If there is a problem with any of your details this will be pointed out to you and you will have an opportunity to amend them. Please call our Web Customer Services team on 0845 604 1888 fax +44 160 466 2781 overseas customers please call +44 160 466 2788 if you experience any difficulties and they will be able to assist you.
Step 6 - Thank You
The Thank You page appears once you have placed your order successfully on the payment page. It summarises your order and provides you with an order number and a link to track your order online. You will have the opportunity to create an account with us if you wish by simply providing a password with which to log in for future purchases. You will also receive an order acknowledgement email from us. This is not an acceptance of your order. Acceptance of your order will occur when we despatch the goods to you. We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment or that the item ordered is out of stock.
How do I see what I’ve placed in my Shopping Bag?
To see what is currently in your shopping bag simply move your mouse over the Shopping Bag area in the top right-hand side of the screen and the bag contents will be shown on the screen. When your bag is not open you are still able to see how many items there are in and the total value while you are browsing.
How do I remove something from my Shopping Bag?
The Shopping Bag is fully editable so that you can simply click on the remove button to remove an item, or change the number in the quantity box and click on update. This can be done up to the final stage before payment.
Which methods of payment do you accept online?
We accept the following cards in payment for purchases made online: Harvey Nichols Account Card, Mastercard, Visa, Switch (Maestro) Solo, Electron and American Express. Unfortunately, we do not currently accept Harvey Nichols Gift Vouchers online.
When will my debit or credit card be debited?
Your card will be debited on despatch of your order.
Is it safe for me to give my personal and credit card details on this website?
Please refer to our Privacy Policy in our Terms and Conditions.
How do I contact Harvey Nichols Web Customer Services team?
You can contact the Harvey Nichols Web Customer Services team from Monday – Friday, 9.00am – 5.30pm
By email: webcustomerservices@harveynichols.com
By phone: 0845 604 1888
By fax: +44 160 466 2790
Overseas customers please call +44 160 466 2788
If you wish to write to the Web Customer Services team, the postal address is:
Harvey Nichols Web Customer Services
c/o Clipper Logistics
Liliput Road
Brackmills
Northampton
NN4 7DT
Can I order by phone?
Yes you can order by phone by calling our web customer services team on 0845 604 1888 Monday – Friday between 9.00am – 5.30pm. Overseas customers please call +44 160 466 2788. There is no extra charge for placing an order over the phone and if you have an e-mail address we will be able to send you an email confirmation in the usual way. If not this will be posted to you.
Do you have a Sale on-line?
We have seasonal sales on the shopping website to match the dates of our seasonal sales in store. These only occur bi-annually.
What if an item is out of stock?
If an item is out of stock on the website an Email Me When Back In Stock button will appear in place of the Add to Bag button on the Product Detail screen. On rare occasions an item may be found to be out of stock in our distribution centre even though it is shown as available on the website and you have placed an order for it. In this case you will receive an email to let you know the item is out of stock and your order will be cancelled. If only part of your order is unavailable, we will fulfil the remaining part of it. Payment for your order is not taken until your product has been despatched so you will not be charged for goods unless we are able to fulfil your order.
Delivery
Can I deliver my order to multiple addresses?
At this time you can have your order delivered to only one address. If you wish to send items to several addresses please place separate orders for each address. Should you require assistance please contact our Web Customer Services team who will help you put your order through.
What are the delivery options?
Please see our Delivery Policy for full details.
When do I have to order to qualify for next day and Saturday delivery?
Mainland United Kingdom orders must be received by 12 noon, Monday to Friday, to be dispatched the same day for both next day and Saturday delivery options. If an order is placed for a Saturday delivery after 12 noon on a Friday it will be delivered the following Saturday rather than the next day. Saturdays, Sundays and Bank Holidays do not count as normal working days and therefore the next day delivery options will be dispatched on the next normal working day.
What gift options are available?
Different gift options can be selected in the second stage of the payment process – Delivery. If you wish to send a gift card with your order, you can type a message in the box provided on the page and this will be printed as you have written it, onto a Harvey Nichols gift card. If you would like to request a blank gift card to write yourself, this is also possible by ticking the appropriate box on the same page.
Gift boxes are available to add to your order for an additional £3.50. These white, glossy gift boxes have a magnetic construction and silver Harvey Nichols logo on the top. The gift boxes are complimentary on orders over £300. To add a gift box to your order click on the Buy Gift Box button. If your order is over £300, the cost of the gift box will be removed from your shopping bag.
What should I do if my order is late?
If you believe your order is late and you have not yet received a card from the delivery company, please call our Web Customer Services team on 0845 604 1888 9am - 5.30pm Monday to Friday, or fax +44 160 466 2781 and we'll follow it up on your behalf. Overseas customers please call +44 160 466 2788. However, before you call, please read your order confirmation email to check the delivery options you chose. Please also check what time you placed your order as it be placed before 12 noon to guarantee next day delivery. Any orders placed after noon will be classed as if they were placed the next day. If you have received a card from the delivery company it will have a telephone number that you can call to arrange an alternative delivery.
Do you deliver outside the UK?
We currently only deliver to the UK and Eire, including the Channel Islands the Isle of Man, the Scottish Highlands & Islands & the Isle of Wight. If you would like information on our overseas stores please go to the main Harvey Nichols site www.harveynichols.com and click on Stores, then Stores Aboard.
What should I do if I haven’t received all the items I ordered?
Please check your order as soon as you receive it. All the items in the box should match the items listed on the despatch note. If there is an item missing, please contact our Web Customer Services team on 0845 604 1888 fax +44 160 466 2781 overseas customers please call +44 160 466 2788 and quote your order number.
Will I have to sign for my delivery?
Yes, all our delivery options must be signed for. If you are not there to sign for your delivery, our delivery company will leave a card and telephone number for you to call to make alternative arrangements. However, to ensure the safe and undamaged delivery of your order, our delivery company will not be able leave your order 'hidden' at the address.
Can I track the delivery status of my order?
Yes. When you receive your confirmation email it will include a link to our delivery company’s website where you can track your order using your consignment number. You will be able to find out if your order is awaiting confirmation, awaiting despatch, despatched or completed. Alternatively please contact our Web Customer Services team on webcustomerservices@harveynichols.com or on 0845 604 1888 fax +44 160 466 2781 overseas customers please call +44 160 466 2788.
What if I’m not in when you deliver?
If you are not there to receive and sign for your delivery, then our delivery company will leave a card and telephone number for you to call to make alternative arrangements. If the delivery company is unsuccessful in delivering to you a second time, we will contact you to arrange a suitable alternative time for delivery.
Do you deliver to post office boxes or amarex addresses?
Unfortunately we do not deliver to PO box numbers, BFPO addresses, mail forwarding addresses and temporary residence addresses.
Your Order
How do I know you have received my order?
After you have placed your order you will receive an email confirming that your order has been received. This does not mean your order has been accepted by us. When your order has been despatched from our distribution centre you will receive another e-mail confirming this and your credit card will be charged. If an item is out of stock we will contact you to inform you and arrange for another order to be placed once we have more stock or, alternatively, cancel your order.
Can I change or cancel my order after it’s been placed?
If you wish to change or cancel your order, you may be able to do so if you have not yet received an email to say that your order has been despatched. Please call our Web Customer Services team on 0845 604 1888, fax +44 160 466 2781, overseas customers please call +44 160 466 2788 9am to 5.30pm Monday to Friday, quoting your order number. However, we generally process and prepare your order for despatch immediately, so you may not be able to cancel your order. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy.
My order is damaged – what should I do?
Please check your order as soon as you receive it. If an item is damaged, please contact our Web Customer Services team on 0845 604 1888 fax +44 160 466 2781 overseas customers please call +44 160 466 2788 quoting your order number.
What is your returns policy?
You will find our Returns Policy here.
How long will it take to receive a refund?
Refunds will be made by the original payment method within 30 days of our distribution centre receiving the returned goods.
Can I return products to a Harvey Nichols store?
We have included a free of charge returns form and label to allow you to return your products in a quick and simple way. If however, you would prefer to return your products in person to a Harvey Nichols store you can do so. Take your product to the relevant department at your nearest store with your despatch note. eg. when returning a handbag please take it to the handbag department.
Can I return/exchange an order I have received as a gift?
You can only exchange an item you have received as a gift if your return it in person to the relevant department at your nearest store with your despatch note. Alternatively you could contact the purchaser to do so on your behalf. Similarly if you return the item, the refund will go to the purchaser’s credit or debit card only.
Online Account
How do I subscribe to receive updates from Harvey Nichols?
You can sign up to receive regular email updates from Harvey Nichols via our HNews e-newsletter. To do this just click on the HNews sign up link in the top toolbar. You will be asked to provide your name and email address and optionally your phone number and address. You can also specify your preferences regarding what interests you and where you like to shop which will help us send you more targeted messages. If you give us your date of birth we can use it as a security question when you call as an additional way to prove your identity.
How do I create my online account?
You can create your online account from any page on the shopping website by clicking onto the Register link on the top tool bar. You will be asked to enter your personal details including your name, email address, phone number and billing address. You will also enter a password of your choice so that your online account can only accessed by you. Once you have created your online account this will enable you to complete the shopping process quickly, create a Wish List to email to your friends and track any orders that you make. You can edit your online account information at any time by clicking onto My Online Account and clicking on the Edit button on each of the sections – Account Details, Address Book, and Wish List. The My Online Account function will only appear in the top tool bar once you have signed in on future visits to the Website.
How do you use the personal information that I supply?
We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To serve website content and advertisements to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or user Information, we are entitled do so.
What do I do if I’ve forgotten my password?
If you have forgotten your password, click onto the Sign in link in the top toolbar and click onto the ‘Forgotten password’ button towards the bottom of the page. You will then be asked to enter your email address and we will email a new password to you to login with.
How do I create my address book?
The Address Book function is only available once you have signed in to your account. To do this all you need to do is click onto the Sign in link in the top toolbar and fill in your email address and password and click onto the Sign in button. Then you will be able to click onto the My Online Account link in the top toolbar to see your account options. Click onto My Address Book on the left-hand side of the page. From here you can add new addresses and edit and remove existing addresses.
Are my personal details secure?
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. To check you are in a secure area of our site you can look at the bottom right of your browser window and you will see a closed padlock or an unbroken key. This indicates that SSL is enabled and your transaction is secure.
Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our E-payments processor for authorisation by your bank.
Can I view all my previous orders?
Yes. In My Online Account, click onto My Order Status on the left-hand side of the page. Here you can view the order date, the order number, the order status and the date of despatch of previous orders. To further view the details of an order ie. the items it includes and the delivery options, click onto the individual order number.
How do I create my Wish List?
When you are viewing a product in the product detail page, you can add the product to your Wish List by clicking onto the Add to Wish list link to the right-hand side of the product image. You can view and manage your Wish List in My Online Account. Once you have created your Wish List you can view items, add them to your shopping bag and buy them, or email a list of the products to a friend to let them know you’re interested in them. Once you have finished looking at your Wish List, simply click the Continue Shopping button to carry on browsing.
How do I unsubscribe myself from receiving messages from Harvey Nichols?
Simply click on the unsubscribe link at the bottom of any email we have sent you. We will then send you one further email just to confirm that your unsubscribe has been successful. You are welcome to subscribe to the Newsletter again at any point.
Technical
Do I need Flash to view this site?
No, but we do use flash for some animations to add to your online experience. Click here to download Flash Player for free. http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
Which browser version do I need to view this site?
This site is best viewed in any of the following browsers:
Windows
Microsoft Internet Explorer 6.0 +
Firefox 1.0.x
Lynx 2.8.3 (text only)
Mac OS X:
Safari 1.3 (x0)
Firefox 1.0.x
What is the best monitor resolution to view this site?
The best monitor resolution to view this site 800x600.
What are cookies and how are they used on this site?
Cookies are small pieces of information that are stored by your browser on your computer hard drive. They contain no recognisable Personal Information.We use them to identify you as you travel around our site and to provide site usage information, which will further help us improve and develop the site and services we offer. We advise you not to use cookies if your computer is shared by other people. You can accept all cookies, reject all cookies, or modify your browser to alert you of any new cookies. Cookies also protect the integrity of registered passwords and limit access to 'paid for' services.