This site ships to the United States

Frequently Asked Questions

Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter.

If you do sign up, you can ask to be taken off our mailing list at any time by clicking the unsuscribe link at the bottom of our newsletter.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you've forgotten your password we'll need to reset it for you. Simply follow the Forgotten Password instructions, or click here to change it.

For security reasons, we cannot send you your password via email.  Once you have requested a new password you must allow up to 30 minutes to receive this via email. 

If your new password does not work please click here to contact our Customer Care Team for assistance.

 

How do I create an account?

Creating a Miss Selfridge account means that you can easily shop with us. To create yours now simply click here and follow the new customer instructions to create your account.

What is your online security policy?

We want to make sure that you're safe and secure when you're shopping with us online. As part of our commitment to this, we perform random checks on orders and this means that you may need to prove your identity. Customers will be contacted by phone or email and will have up to 24 hours to provide us with the required information.
 

Orders

How do I place an order?

Click here to see our guide on how to order.

How secure is your website?

As safe as it possibly can be.

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order?

Our Customer Care team are here to help with any problems. Click here to contact us.

 

 


 

 


 


What payment methods do you accept?

We accept Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, Amex and PayPal.


Payment Cards

 

Can I pay for my order using my Gift Card?

Unfortunately we are not able to accept Gift Cards as a method of payment online at this time.

Can I cancel my order or an item from my order?

We may be able to cancel your order or an item from your order but we can only do this by telephone.

You need to call us as soon as possible on 00 44 844 984 0263 after you have placed your order otherwise it may be too late.
Please note - we are unable to cancel your order by email.

If it is too late for us to cancel your order, you may be able to return your order in accordance with our returns policy. Click here for information on our returns policy.

Simply log into  your account and follow the returns process there. Once we have received the goods back, we will process a refund for you. You will still need to request a Returns Number if you return the order.

 

 

 


 

 


 


Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

Your bank will be able to let you know why your card has been declined.

Why have you cancelled my order?

Please click here to contact our Customer Care team.

I have a query relating to overseas orders

On this site you can only order with a US billing address, and all orders must be delivered within the US.  If both your billing and delivery address are in another country please visit our UK site by clicking the flag.

All prices on our site are in US Dollars so no exchange rate is used.

All orders are shipped from the UK and are subject to checking by US customs. Customers are responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

 You can only claim back VAT on Internet purchases if your items are for business purposes.

 Please click here to contact our Customer Care Team if you have any further questions.

My order did not go through but I think you have charged me

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your bank.

This usually takes around 5-10 working days but the exact timeframe does depend on your card issuer and your bank.

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact our Customer Care Team by clicking here.

Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

However, we regularly update our site so it's worthwhile checking again.

I have received my order but one of the items is missing, what do I do?

Please click here to contact our Customer Care team who will investigate this matter with our warehouse

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available. 

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item. Therefore this item will not be sent out to you once it is back in stock.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If you would like to replace the item you would then need to make a replacement order. Simply send us the details of the original order, incorrect item and the replacement order number and we will be happy to refund the delivery charge for you.

As an International customer, you will need to pay for your return. But if you let our Customer Care Team know how much you paid and provide a receipt, they will reimburse you. Click here to contact our Customer Care Team.

Please ensure that you keep your proof of postage when you return this item along with any receipts so that we can reimburse you the correct amount on receipt of the goods.

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning.

 

Promotions and Discounts

Can I get student discount online?

Unfortunately we do not offer a stduent discount on the site at this time.

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

Why doesn't my promotional code work?

Please check that the code/link you are using is still valid and not out of date.

For further assistance, please click here to contact our Customer Care team.

Delivery

Which couriers do you use for your deliveries?

We offer two delivery services internationally: Standard and 'Tracked and Faster'.

The 'Tracked and Faster' service is delivered by DPD couriers. To track your order please click here.

Standard International Delivery
Parcels which are under 2kg are sent via Standard Royal Mail delivery. Once your Standard Delivery order has reached your country it will be delivered by your local postal service. The tracking number for these parcels which cannot be tracked will begin with 'RML'.

Other parcels that can be tracked will begin with the following tracking characters 'EK' or 'CK'. Click here to track these parcels which are delivered by Parcelforce.

How long will my order take to arrive?

Generally our international parcels will arrive within 10 working days. However if you have selected standard delivery and your parcels tracking ID begins with RML we advise that you allow up to 3 weeks to account for any postal delays within your country. Please note that UK Bank Holidays, Saturday and Sunday are not classed as working days.

For full details on all our delivery times, please click here.

Can I check for myself how my order is progressing?

Yes, you can check exactly how your order is progressing through our system by simply logging in to your account.

Please click here to log in to your account.

How do I track my order?

In order to track your order with us, you will need to have your tracking number with you. This can be located on your despatch confirmation email.

If your tracking number begins with RML, unfortunately, we are unable to track these parcels at present. Most parcels will reach their destination within 2 weeks, however, some destinations may require additional time allowed for parcels to arrive.

If your tracking number begins with 1550, please click here to track your parcel.

If your tracking number begins with an E, please click here to track your parcel.

As most parcels will reach their destination within 2 weeks, we are unable to query your parcel before this time. If this time has passed and you have still not received your parcel please click here to contact our Customer Care Team.

 

Can I change the delivery address for my order?

Unfortunately, we are unable to change the delivery address on International orders.

Do you ship to PO Box addresses?

Yes, we should be able to deliver to a PO Box address.

What do I do if there is a problem with my delivery?

Our Customer Care team are here to help with any problems. 

Please click here to contact our Customer Careteam.

Returns and Refunds

What is your Returns policy for internet purchases?

You can return unworn Internet purchases via post within 14 days of receiving your item.

All returns must be made by post.

Please note, we are unable to accept back unsuitable items via post after this time.

This does not affect your Statutory Rights.

To return an item, log into your account and follow the onscreen instructions. Click here to log into your account.  

Some items are excluded from our Returns Policy. In the interests of hygiene, we do not offer refunds on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, or cosmetic products if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose. Underwear is returnable as long as unworn and with all the barcode tags. This may not apply if there is a fault with your item.

How do I return an item to you by post?

Log in to your account and select 'Request a return' from the 'My Orders' section.

Click the order number containing the items you want to return and follow the 'Create Return' link next to the order number.

Select the items you wish to send back to us with a reason for each.

Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number.

Please only use one Returns Authorisation Number for each parcel being returned.  If you are returning items from more than one order these will need to be packaged and returned separately. 

Write this number along with your name and address in the areas provided on the returns label sent with your order.

Peel off the label, stick it to the parcel and post it to us within 14 days of receipt of your delivery.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference.

As an International customer you will not be sent a pre-paid label and and you will need to return any unwanted items at your own cost.

You can log in to your account here

Download a return label here

I returned my order, how long will my refund take?

Please allow 28 days from the day the parcel is posted for your refund to be processed.

Please note that some banks may take slightly longer to process your refund.

What do I do if there is a problem with my return?

Our Customer Care team are here to help with any problems.

Click here to contact our Customer Care team.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs. 

If you have kept any items on your order, we will not be able to refund your postage.

Will my postage be refunded if I return my whole order as unsuitable?

Unfortunately not, if your items are unsuitable you will receive a refund minus the delivery charge.

Do I have to pay for returns?

Free returns are only available to customers sending items back to us from within the UK using the Freepost returns label included in your parcel. Unfortunately, we do not currently offer a free returns service to customers outside of the UK. This is stated in our Terms and Conditions.

International customers need to pay to return your purchase, if your item is faulty, we will reimburse this charge if you contact our Customer Care team and provide them with a copy of your proof of postage and the receipt of payment.

Please click here to contact our Customer Care Team.

I have received an incorrect item or my item is faulty, will I have to pay to return it?

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Care team know how much you paid and provide them with a valid proof of posting certificate, they will reimburse you for these return postage costs.

Please click here to contact our Customer Care team.

 

Product and General Information

How can I select the correct site to shop on?

We've recently launched new international sites and made some changes to the way you should shop. Please select your shipping destination and language from the drop downs within our site selector tool at the top of the page to ensure you are shopping from the site which ships to your country.

If you can't find the country you live in on the drop down within our site selector tool at the top of the page, it unfortunately means that we do not deliver to where you live you right now. We are adding new delivery destinations all the time so make sure you check back soon.

 

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Or use the clothing links down the left hand side of the homepage.

Where can I buy an item I have seen?

In order to locate this item for you, we may need to speak to our Buyers. Please click here to contact our Customer Care Team providing as much detail as possible about the item featured.

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list.

If you're having any difficulties please contact the Customer Care team who will be pleased to help.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please contact the Customer Care team who will be pleased to help.

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

I bought an item online but it is now faulty, what can I do?

Please click here to contact our Customer Care team.

How do I find out the sizes of products?

Click here to view our size guide

New international sites

Placing an order to be delivered to France/Germany/US

We've recently launched new sites for our French, German and US customers. You will now only be able to place orders to be delivered to France, Germany or the US from these new sites. You will no longer be able to place orders to be delivered to France, Germany and the US from the UK site. Choose site to visit by using the site selector at the top of the page.

My Account

If you are an existing registered customer you will be able to log-in to the new sites using your existing username and password. Unfortunately, you will only be able to access information about your previous orders placed on the UK site from the My Account section of that site.

 

Returning an order

If you are a French, German or US customer looking to organise a return from a recent order on our UK site please log-in to the UK site and click on Request a Return from My Account.

New international sites

Placing an order to be delivered to France/Germany/US

We've recently launched new sites for our French, German and US customers. You will now only be able to place orders to be delivered to France, Germany or the US from these new sites. You will no longer be able to place orders to be delivered to France, Germany and the US from the UK site. Choose site to visit by using the site selector at the top of the page.

My Account

If you are an existing registered customer you will be able to log-in to the new sites using your existing username and password. Unfortunately, you will only be able to access information about your previous orders placed on the UK site from the My Account section of that site.

 

Returning an order

If you are a French, German or US customer looking to organise a return from a recent order on our UK site please log-in to the UK site and click on Request a Return from My Account.

Business Contacts

I have a business enquiry, how do I contact you?

Please call our Switchboard on 00 44 844 243 0000.

I am a customer, how do I contact you?

Click here to contact our Customer Care Team.

What is your ethical policy?

Please click here to see our ethical policy.

I am a student and would like some information for a project.

The only company information we are able to provide is on our corporate website.

Please click here to visit the site.

What is WEEE Compliance?

UK Waste Electrical and Electronic Equipment (WEEE) Regulations (SI 2006 No. 3289)

So that you can get your old electrical products recycled, Arcadia have contributed toward the development of recycling collection points (known as ‘Designated Collection Facilities) throughout the UK through our membership of the Distributor Take Back Scheme (DTS).

UK households dispose of over 1.2 million tonnes of electrical and electronic waste every year. This is the equivalent of 150,000 double decker buses and would be enough to fill the new Wembley Stadium 6 times over. Much of the UK's electronic waste ends up in landfill sites, where toxins put communities at risk.

To remind you to recycle, all new electrical products are marked with a crossed out wheeled bin symbol.

Not all council sites are suitable to collect all types of waste electrical goods. To find out your nearest participating site and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk

Please remember to have your postcode to hand.