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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 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 24hours to provide us with the required information.

Orders

How do I place an order?

Ordering from Miss Selfridge couldn't be easier! Just follow these simple steps:

 
1.Browse using the clothing options or enter a product description or number in the search box. To take a closer look at a product just click on the product image for more information.

2.When you are ready to buy, choose your size and colour and simply click on add to bag. Look out for any matching or complementary items underneath your selection.

3.Click on continue shopping or proceed to the checkout.

4.Make and update any changes to your order and remember to enter and verify your promotional code if you have one.

5.Click on continue shopping or continue to checkout.

6.Select new customers and fill in your details to register with us. Make a note of your password, as you will need it to keep track of your order and to shop with us again.

7.Check your order and choose your delivery option.

8.Select your method of payment, enter the details then click on confirm and pay.

9.Make a note of your order number.

10.We will send you a confirmation email to confirm that we are processing your order and another one when your order has been despatched to our couriers.

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 for contact details.

 

 


 

 


 


What payment methods do you accept?

We accept our Arcadia Group (Topshop, Topman, Dorothy Perkins, Wallis, Evans, Burton, Miss Selfridge) Account Cards and Gift Cards, Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, Amex, PayPal.

Can I pay for my order using my Gift Card?

Yes you can pay with Sterling Gift Cards online. Please select the Gift Card option at the checkout and enter the 16-digit card number.

The full balance will be taken off the card before any other payment method will be used. You can use up to 5 Gift Cards per transaction.

Please ensure to retain your Gift Card after placing your order, in case any items are sent back to us for a refund, as the refund will be processed on to the Gift Card before any other payment method.

Unfortunately, we are unable to accept Gift Cards in other currencies on our UK site at present.

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 0844 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, return your order using the Freepost returns label enclosed with your parcel. 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.

Alternatively, if you are a UK or Republic of Ireland customer, just return your order to your local store along with your despatch note and they will refund the order for you.

 

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?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered here.  For full details of why the payment was declined, please contact your card issuer.

Why have you cancelled my order?

Please click here to contact our Customer Care team.

I have a query relating to overseas orders

You can only order from countries to which we deliver.  Click here to see the countries that we deliver to.

All charges are made for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

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 3 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 we send you the wrong item and you live in the UK, you can return it to us free of charge.

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.

If you are an International customer including the Republic of Ireland you will need to pay for your return. If you let our Customer Care team know how much you paid, 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 that you should have received as the item you are returning.

 

 

 

 

 

My items are for business purposes, how do I get a VAT receipt?

Please click here to contact our Customer Care Team if you purchased your item online.

I am an International customer and I am having problems placing my order, can you advise?

Please ensure that the security code (CV2) you are entering in the card details section is the one on the back of your card.

Your bank may have given you a different code to use when placing an order online, but the system will only accept the last three digits of the code on the signature strip on the back of your card.

Promotions and Discounts

Can I get student discount online?

Yes you can, simply click here to find out how.

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.

Can I use a promotional code obtained from a promotions code website?

Unfortunately not. You can only use promotion codes that have been supplied to you directly by the Brand or via your account card.

Delivery

Which couriers do you use for UK and International deliveries?

UK Standard Delivery
We use Hermes for our UK Standard deliveries, to track your order click here and use the tracking number provided in your despatch email or click the link in your despatch email.

UK Nominated Day Delivery
Yodel provides our Nominated day delivery service, to track your order click here and use the tracking number provided in your despatch email or click the link in your despatch email.

International Delivery
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 with DPD 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 do I track my order?

For Standard deliveries within the UK - Hermes

Standard delivery orders to most areas of Mainland UK should arrive within 4 working days.  Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland.  Deliveries to these areas will take 5-7 working days to arrive.
If you wish to track the current whereabouts of your order, please click here and enter your tracking number in the space provided. Please allow 36 hrs from receipt of the email before tracking your order. Unfortunately, we are unable to query the delivery before the expected delivery time.

For Express deliveries within the UK - Yodel
If you have selected a specific delivery day please click here and use the tracking number provided in your despatch email or click the link in your despatch email. Please allow 24 hours from receipt of the email before tracking your order. Our couriers will send you a text on your actual day of delivery, on completion of the delivery or if they are unable to complete the delivery.

Please note that your order can arrive at any time between 7am and 9pm on your Nominated Delivery Day, however, they can deliver later in the evening during busier periods. Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland, which will arrive on the next working day. If you haven't got your tracking number, please contact our Customer Care team by clicking here.

For International deliveries
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 this time has passed and you have still not received your parcel please click here to contact our Customer Care team.

If you request a specific delivery day, there is a space for you to leave special delivery instructions for the courier if you are out. You will need to complete these delivery instructions prior to confirming your order.

Delivery and Tracking to the Channel Islands

We now offer a Tracked Service delivered within 5 working days to Jersey and Guernsey for £5.95 per order.


You can track your order by using the links below and entering your tracking number in the space provided.

Orders under £240 please click here

Orders over £240 please click here

How long will my order take to arrive?

Standard delivery orders to most areas of Mainland UK should arrive within 4 working days.  Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland.  Deliveries to these areas will take 5-7 working days to arrive.

 

WHEN WAS YOUR ORDER PLACED BETWEEN? MAINLAND UK STANDARD DELIVERY DAY
12pm Fri and 12pm Mon Fri
12pm Mon and 12pm Tues Mon
12pm Tues and 12pm Wed Tues
12pm Wed and 12pm Thurs Wed
12pm Thurs and 12pm Fri Thur


If your order was placed on Nominated Day Delivery, please note that your order can arrive at any time between 7am and 9pm on your Nominated Delivery Day, however, they can deliver later in the evening during busier periods.

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 a minimum of 2 weeks for your parcel to reach you to account for any postal delays within your country.

For full details on all our delivery times, including International, 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.

I have selected a specific delivery day; is it possible to change this?

Unfortunately it is not possible for us to change the selected delivery date once the order has been placed. After three unsuccessful delivery attempts the parcel will be returned back to us. Once we have received the parcel at our warehouse a refund will be processed to which you will receive an email to confirm this.

How can I contact your couriers?

We will contact our couriers on your behalf, but we are unable to query the delivery until the expected delivery date has passed.

As our International parcels are delivered by the local postal service in the country of delivery it is not possible to query your International parcel.

Please click here to contact our Customer Care team.

Do I need to sign for my delivery?

If you are in when we deliver, our driver will ask you to sign for your delivery.

If you are out and if they can, our couriers will leave your parcel in a secure location at your property or with a neighbour. The driver will leave a card to notify you as to where your parcel is, or to rearrange the delivery.

We will try to deliver two more times after which time your parcel will be held at your local depot for 5 days prior to being returned to us for a refund.

Can I change the delivery address for my order?

Unfortunately our courier companies are unable to change the delivery address. Please let us know when you will be available for delivery to the address on the order or we can request that the parcel be returned to us for a refund.

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

Do you deliver to BFPO addresses or PO Box addresses?

We do not deliver to BFPO or PO Box addresses in the UK at this time, but we can deliver to an international BFPO and PO Box addresses.

Can I specify a time for delivery?

Unfortunately we are unable to specify a specific time for delivery. As stated in our Terms & Conditions, our couriers Hermes deliver between the hours of 7am and 7pm , our couriers Yodel deliver between 7am and 9pm.

Common Hermes UK Tracking Statuses

Examples of common tracking statuses;

Pre advice loaded - The parcel has been despatched from the brand warehouse and is currently travelling to the courier depot.

Hub trailer Via sorter - The parcel is currently at the sorting office so that it can be packed and sent to your local depot.

Manifested for delivery - The parcel is now ready to be delivered, it should be with you in the next 48 hours.

MOD - This can be due to the parcel needing a label re-print or if the parcel is being passed to a 3rd party courier as our couriers are unable to deliver to the designated area.

Not Received by courier - The parcel has not been received by the driver and therefore the parcel will not be delivered on that day.

Address query - The courier is unable to locate the delivery address, please supply us with more details so that we are able to locate the destination.

Courier received - The parcel is with the driver and our for delivery on the date of this status update.

If a parcel has no status update for 5 days please notify us so that we can investigate this further for you. 

If you need to contact us please click here.

What do I do if I miss my nominated day delivery?

If you have placed an order for nominated delivery this will be delivered by our courier company Yodel.

If Yodel are unable to complete your delivery with a neighbour or leave your parcel in a secure location they will leave a card to inform you that they have attempted the delivery. This provides a parcel reference number on it. With this number you can find out where your parcel is and re-arrange a delivery over the phone or through the Yodel online tracking system.

If your card shows the letter 'N' in the bottom left hand corner, you will also find a mobile phone number of our courier on the card. Please ring that number to arrange a redelivery directly with your Yodel courier.

Can I collect my order from your depot?

You can for nominated day deliveries by our courier Yodel, if you miss your delivery on the scheduled date. You'll need to let Yodel know at least 24 hours in advance so we can get your parcel ready for collection and make sure no further delivery attempts are made.

You can do this by using the Yodel online tracking system or automated call system.

Details will be on the card left by the driver, including further details like the opening times of your local service centre.

Please note that for security reasons, Yodel ask that you bring in two forms of identification.
1. Photographic (e.g. passport, driving licence)
2. Utility bill or similar, including name and address.

Returns and Refunds

What is your Returns policy for internet purchases?

You can return unworn Internet purchases via post within 2 weeks of receiving your item, or to a store within one month of receipt. 

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

International missselfridge.com purchases can only be returned by post.

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

This does not affect your Statutory Rights.

Some items are excluded from our Returns Policy.

In the interests of hygiene we do not offer refunds on pierced jewellery or underwear or swimwear if the hygiene seal has been removed, 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.

 

What is your Christmas returns policy?

Our stores will be happy to exchange your Christmas purchases you make until 31 January 2014 for the full purchase value. Simply ask for a Gift Receipt when making your purchase and ask the recipient to present this when returning any items. Our stores will also be happy to offer a Gift Card as an alternative to an exchange.

Items presented for return with the original purchase receipt may be exchanged or refunded in line with our normal refund policy.

You can return Internet purchases via post or to your local store until 31 January 2014, along with your order invoice, and a member of our team will be happy to offer an exchange or refund your items onto a Gift Card.

In the interests of hygiene, we are unable to accept returns of pierced jewellery, underwear, swimwear where the hygiene strip has been removed, cosmetics or toiletries where the seal has been broken. For health and safety reasons we are unable to exchange or refund products that contain items of food or drink unless they are defective.

Please note that our normal returns policy applies to all Christmas purchases.

What is your Returns policy for store purchases?

Bring your unworn item and your receipt to any of our stores (excluding those within department stores) within 31 days of purchase and we will exchange or refund it via the original method of payment. Without a receipt we will exchange your unworn purchase for an alternative product at the current selling price.

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 freepost returns label sent with your order.

Peel off the freepost 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.

If you are 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

How can I return an internet order using Collect+?

COLLECT+ for UK orders only

You can return your order via the Collect+ service. Collect+ has parcel drop points in 5000 local convenience stores, open early 'til late and 7 days a week, so you can return items at a time and place that suits you.
 
Go through the same process detailed in our 'Returns by post' section to obtain your returns number. Write this and your order number onto the prepaid label inserted into your order. If you no longer have this leaflet, click here to print off a new Collect+ label.

Take your parcel to any of the stores offering Collect+ services. You'll receive proof of postage and a code to track your return online.

Please retain your proof of postage in case of any furture enquiries are needed to locate the return.

Please note: You cannot return a parcel via Collect+ to your local Miss Selfridge store.
 
You can find your nearest local convenience store offering Collect+ services at www.collectplus.co.uk.

Can I return an item I bought online to one of your stores?

Yes, if you live in the Mainland UK or Republic of Ireland.

Simply take the item to your local Miss Selfridge Store, excluding those within Department Stores. You can return your item to them within one month after purchase. Please take your despatch note with you as proof of purchase. This excludes items identified on our website as being only returnable to our website, such as concession brands and online exclusives.

Click here to read our full Returns Policy.

Please click here to find your nearest store.

Can I return an item bought overseas to my local store?

Unfortunately items purchased from an overseas store cannot be returned to a local store.

Can I return an item bought in the UK to an overseas store?

Unfortunately not, overseas stores are operated as separate companies.

I didn't get a Returns Label, how can I return something?

Please click here to download a Returns Label or take the item to your local Miss Selfridge store excluding those within department stores if you live within the Mainland UK or Republic of Ireland.

Please take with you your despatch note and the card that you used for payment.

How do I create a returns number?

Simply login to your account and select the order, which contains the item you wish to return then follow the onscreen instructions.

You can only request a Returns number within 14 days of receiveing your order, as this is the time limit on our Returns Policy.

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

Click here to log into your account.

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

Please allow 14 working days for your parcel to reach us, and a further 3-5 working days for your account to be credited.

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 for contact details.

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?

If you live in the EU and return your whole order within 7 days of receipt your postage will automatically be refunded. 

Customers outside of the EU will not be refunded their postage costs for unsuitable items.

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.

UK customers can also take unwanted items back to your local store, excluding those in Department stores.

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.

 

My item is faulty but I can't raise a returns number as the 14 days has passed, what do I do?

If you are a UK or Republic of Ireland customer, you can take the item to your local store excluding those in department stores and our staff will be happy to examine the item for you within one month of purchase.

Alternatively, click here to contact our Customer Care team, who will raise a returns number for you so that you can send it back in the normal way.

My parcel is over 5kg and the Post Office will not accept it, what can I do?

Please download a second returns label by clicking here

You will need to split your order so that each returned parcel weighs under 5kg and put a returns label and number on each of them. 

To ensure that your refund reaches you quickly, please raise a separate returns number for each parcel.

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 are a French or German customer and you wish to access your past order history or request a return please select the ‘United Kingdom' as your shipping destination from the drop down within our site selector tool at the top of the page and login to your account. If you're still having problems, please contact our Customer Care Team.

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.

Alternatively your local store may be able to order the item in for you from our main warehouse. Please click here to find out the contact details of your local store.

Please note that our Customer Care Team are unable to search for items in store.

The item I want is out of stock online, can Customer Care locate it for me?

Your local store may be able to order the item in for you from our main warehouse, unfortunately we are not able to transfer stock between stores.

If you would like to collect the item from a store our store availability checker can be found on any product page below the product details. This will provide details of your local stores stock availability and their contact details.

Alternatively if you would like to contact your local store, please click here for contact details.

Please note that our Customer Care Team are unable to search for items in store.

 

How do I add my details to your mailing list?

Please enter your email address in the box at the bottom of the page and we will add you to our mailing list.

If you're having any difficulties please click here to contact Customer Care 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 click here to contact Customer Care 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?

Either take the item to your local store for inspection or click here to contact Customer Care.

How do I find out the sizes of products?

Click here to view our size guide

Gift Cards - Mainland UK and ROI Only

Where can I buy a Gift Card?

Just click here to buy a Gift Card online.

You can also buy them from our stores as well as other retailers such as BP petrol stations, WH Smiths, Sainsburys, Coop stores and Morrisons.

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Why should I register my Gift Card?

If your Gift Card is lost or stolen, we will only be able to transfer the balance from it if you have registered it in your name. You can register online by clicking here.

How do I top up my Gift Card?

If you visit your local store, a member of staff will be happy to top up your Gift card with the required amount, up to £300.

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Please note that Gift cards can now be used as a payment method on our website. To buy a new Gift Card online just click here.

Where can I use my Gift Card or Gift Voucher?

Your Gift Card can be used online or in any store (Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, Topshop, Topman and Wallis in the UK) excluding those within department stores.

For full details, please click here to review our terms and conditions.

Can I use more than one Gift Card as a method of payment, or in conjunction with another method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order order online as this may be required at a later date if you return your purchases.

When using gift cards in conjunction with other payment methods, the full value of the Gift Card will be taken first, and any remaining balance will be charged to your additional payment mehod.

 

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team for further help.

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.

If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Care team with your full name and postcode so we can help assist you.

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here. Alternatively your local store can check the balance for you.

Can a Gift Card or Gift Voucher be refunded?

Gift Cards and Vouchers cannot be refunded, please see the terms and conditions provided with the card for details.

I don't want my Gift Card, can I get a refund?

I am afraid that we are not able to refund Gift Cards.

Can I pay my account card balance using a Gift Card?

No.  Unfortunately this service is presently not available.

Do you still accept Gift Vouchers?

Yes, they can be used in any of the Arcadia stores listed on the reverse of the voucher.

Who do I contact about my online gift card purchase?

If you have purchased your Gift Card online you can contact us via e-mail at missselfridge@voucherexpress.co.uk or call 0871 384 3238, Mon-Fri 9am-5pm.

How will I know when my order has been confirmed?

As soon as you place your order, you will receive an e-mail, informing you that your order has been received and is being processed. Before your requested delivery date you will receive another e-mail informing you that your Gift Cards have been despatched to your chosen recipient.

If there is a problem with your order, you will be contacted via e-mail.

On some occasions we may be unable to proceed with the order. If this is the case you will be informed via e-mail. If you feel that your order has been unjustly failed, please place another order on our website using a different form of payment.

What if I’ve made a mistake on my order?

If you have made a mistake on your order, please call 0871 384 3238 and we will do our best to correct it for you.

What will appear on my credit card statement?

You credit card statement will read 'Voucher Express' and the charge will be taken in Sterling and converted into your own currency if necessary.

Can I order larger amounts of gift cards?

It is possible to order larger amounts of Gift Cards. Please call 0871 384 3238. If you require Gift Cards for business use, please call our corporate department on 0207 927 1390 or e-mail vouchers@arcadiagroup.co.uk

Gift Cards - Mainland UK and ROI Only

Where can I buy a Gift Card?

Just click here to buy a Gift Card online.

You can also buy them from our stores as well as other retailers such as BP petrol stations, WH Smiths, Sainsburys, Coop stores and Morrisons.

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Why should I register my Gift Card?

If your Gift Card is lost or stolen, we will only be able to transfer the balance from it if you have registered it in your name. You can register online by clicking here.

How do I top up my Gift Card?

If you visit your local store, a member of staff will be happy to top up your Gift card with the required amount, up to £300.

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Please note that Gift cards can now be used as a payment method on our website. To buy a new Gift Card online just click here.

Where can I use my Gift Card or Gift Voucher?

Your Gift Card can be used online or in any store (Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, Topshop, Topman and Wallis in the UK) excluding those within department stores.

For full details, please click here to review our terms and conditions.

Can I use more than one Gift Card as a method of payment, or in conjunction with another method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order order online as this may be required at a later date if you return your purchases.

When using gift cards in conjunction with other payment methods, the full value of the Gift Card will be taken first, and any remaining balance will be charged to your additional payment mehod.

 

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team for further help.

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.

If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Care team with your full name and postcode so we can help assist you.

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here. Alternatively your local store can check the balance for you.

Can a Gift Card or Gift Voucher be refunded?

Gift Cards and Vouchers cannot be refunded, please see the terms and conditions provided with the card for details.

I don't want my Gift Card, can I get a refund?

I am afraid that we are not able to refund Gift Cards.

Can I pay my account card balance using a Gift Card?

No.  Unfortunately this service is presently not available.

Do you still accept Gift Vouchers?

Yes, they can be used in any of the Arcadia stores listed on the reverse of the voucher.

Who do I contact about my online gift card purchase?

If you have purchased your Gift Card online you can contact us via e-mail at missselfridge@voucherexpress.co.uk or call 0871 384 3238, Mon-Fri 9am-5pm.

How will I know when my order has been confirmed?

As soon as you place your order, you will receive an e-mail, informing you that your order has been received and is being processed. Before your requested delivery date you will receive another e-mail informing you that your Gift Cards have been despatched to your chosen recipient.

If there is a problem with your order, you will be contacted via e-mail.

On some occasions we may be unable to proceed with the order. If this is the case you will be informed via e-mail. If you feel that your order has been unjustly failed, please place another order on our website using a different form of payment.

What if I’ve made a mistake on my order?

If you have made a mistake on your order, please call 0871 384 3238 and we will do our best to correct it for you.

What will appear on my credit card statement?

You credit card statement will read 'Voucher Express' and the charge will be taken in Sterling and converted into your own currency if necessary.

Can I order larger amounts of gift cards?

It is possible to order larger amounts of Gift Cards. Please call 0871 384 3238. If you require Gift Cards for business use, please call our corporate department on 0207 927 1390 or e-mail vouchers@arcadiagroup.co.uk

Store Information

What do I do if a security tag has been left on my purchase?

Please return the purchase to the store, with your receipt.

Where is my local store and what are the opening hours?

Please click here to find your nearest store.

Can I get student discount in your store?

We offer student discount in store on presentation of a valid student identification card.

How do I make a complaint about a store?

Please speak to the Store Manager direct or click here to contact our Customer Care team.

I live abroad, how do I claim back VAT on my purchase?

Please ask the store staff for a claim form at the time of purchase.

For online purchases, please click here to contact our Customer Care team.

How can I return something if I can't get back to a store?

Please click here to contact our Customer Care team for advice on how to return your purchase.

Why are prices online and in store sometimes different?

Occasionally, prices may differ in store and online due to exclusive promotions and special offers.

I made a purchase in one of your stores abroad, can I return it in the UK?

Unfortunately our UK stores will be unable to accept returns of items purchased abroad.

What is your refund policy?

Bring your unworn item and your receipt to any of our stores (excluding those within department stores) within 31 days of purchase and we will exchange or refund it via the original method of payment. Without a receipt we will exchange your unworn purchase for an alternative product at the current selling price.

Can I still use my paper Gift Vouchers?

Your paper Gift Vouchers are still valid in all the Arcadia Group stores listed on the reverse of the voucher. Paper Gift Vouchers cannot be used online.

Can I work in one of your stores?

Click here for information on working in stores and a list of vacancies.

How do I find an item of stock in a store?

Click on the item on our website, then click 'Check Stores' under 'find this in your local store' to enter your postcode and find the nearest store stocking the item.

Account Cards

Is Santander changing to New Day?

Yes, this is correct. In May 2013 Santander Cards sold its Arcadia Group business to SAV Credit.

SAV Credit will be changing their company name to NewDay on 1st April 2014.

NewDay is one of the largest providers of new credit and store cards in the UK, and one of the UK’s fastest growing companies, welcoming over a million new customers a year. You can get more information on NewDay Ltd at www.newday.co.uk

You will be able to use your card exactly as you do now. Don’t forget your Miss Selfridge Card will continue to offer all the current benefits.

You do not need to make any changes to your standing order and you can still manage your account in exactly the same way you do now. You will receive your statement at the same time as you currently do.

If you have any questions then please call 0871 522 5322.

How can I apply for an account?

Accounts can be opened in any of our stores in Great Britain and Northern Ireland excluding those in Department stores. Click here for more information on Account Cards.

Where can I pay my account?

Please check the reverse of your account card statement for where you can pay.

Can I use my account card overseas?

Our account cards can only be used in Great Britain and Northern Ireland.

Account Card Queries

To contact Santander please call 0871 522 5322. Santander administer your accounts including how to open an account, ways to pay your account, change of address, credit limit increases and closing your account.

Please note that Customer Care cannot access your account details, and all queries must therefore be directed to Santander Customer Services.

I have lost my Account Card, how do I cancel it and get a new one?

To contact Santander please call 0871 522 5321.

Business Contacts

I would like to work for you, what vacancies do you have?

Head Office vacancies are shown on our website. For details of current vacancies click here

For store vacancies, please contact the Store Manager direct.

Please click here to find the telephone number of your local store.

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

Please call our Switchboard on 020 7636 8040.

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.

I would like to enquire about the possibility of receiving a donation from your company for a charity event.

Please contact our switchboard on 020 7636 8040.

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.

New International Sites

I am an International Customer, which site should I purchase from?

Please ensure you are on the correct site by selecting your country at the top of this page.

Do I need a new account for your sites?

If you have an account with us, a new account does not need to be registered. If you have not shopped with us before a new account will need to be registered on the International website.

Where do I find my order history?

You can find your order history under 'my account'. Please login to your account to access the information. You will need to be on the UK site to access your old order information. Click here to access the link.

Is the returns process different?

You can return your item to us as long as it is returned to us in its original condition and within 14 days of receipt. Exceptions to this are earrings, underwear and Vintage items.  First you need to generate a Returns Number. Once you have got your Returns Number write it on the Freepost Returns Label that was enclosed with your order then stick it on your parcel. Take your parcel to the Post Office and ensure that you obtain a Certificate of Postage.

Please visit our website and log on to your account to generate a Returns Number.

Unfortunately, we are unable to offer an exchange by post.

How long will it take for my refund to be processed?

Please allow up to 28 days for a return to be processed in our warehouse, once we have received your return, it will then take your card provider up to 5 working days to credit your refund once processed.

Will any customs charges be applied?

For any orders that are shipped from the UK, customers will be 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.

If for any reason customs fees are not paid and you would like the parcel refunded please notify us and we will request the parcel be returned. It can take up to 14 working days for the parcel to reach our warehouse and then your refund will be processed. Any customers who are required to pay customs fees will be contacted by the email address or phone number provided on their order.

Collect from store

Which stores offer Collect from Store?

Collect from store is available in most Miss Selfridge stores, along with other convenient collction points such as Dorothy Perkins, Wallis, Evans, Burton, BHS and Outfit stores. Please click here to find your closest Miss Selfridge store.

What is collect from store?

You can now order products on our website and have them delivered to a store, instead of to your home. This service is available in most Miss Selfridge stores, along with other convenient collection points such as Dorothy Perkins, Wallis, Evans, Burton, BHS and Outfit stores.

We offer two collect from store options: Standard Delivery (Free) and Express Delivery (£2.95).

Collect from Store Standard Delivery* - If you select this option, we will aim to deliver your order between 3 and 7 days from the date you placed it.   However, sometimes during sale periods or other busy periods deliveries might take longer.  Your estimated delivery date will be indicated on the storefinder page within the checkout. If that timeframe has passed and you have not received an email confirming it is in store, please contact the store in the first instance. If the store cannot locate the parcel, please contact Customer Care.

*Collect from Store Standard Delivery is not available to Outfit stores.

Collect from Store Express Delivery - Order by 7pm (weekdays) or 2pm (Sunday) for next working day delivery for only £2.95.

Simply select 'Collect from store' at checkout and choose your nearest participating store. * Excludes Northern Ireland, the Republic of Ireland and some areas of the Highlands.

Is there a charge for store collection?

We offer two collect from store options: Standard Delivery (Free) and Express Delivery (£2.95).

How do I track my Collect From Store order?

If you have selected the express delivery service log on to http://www.dpd.co.uk/ and use the tracking number provided in your despatch email or click the link in your despatch email.

If you have selected the free delivery service, please note that these deliveries are made by our internal delivery service and therefore parcels are untrackable.

How long are orders kept in store for collection?

We will keep your order in store for ten calendar days after it has arrived in store. If the order is not collected, we will assume it is unwanted, cancel the order and issue a refund to your original payment method.

What do I need to bring when I collect my order?

When you collect your order from a participating store, you will need to bring your order confirmation email and payment method. If you have paid by Paypal please bring with you the card that links to your paypal account.

What time can I collect my order from the shop?

Please wait until we have emailed you to let you know your order is ready for collection. It will not be ready until we have sent you that email.

After you have received it, you can collect your order at any time during the day, according to the store opening hours. For the store opening hours please click here.

What happens if I don't pick up my order?

If you don’t pick up your order within ten calendar days we’ll cancel and refund your order. For full details on our refund process please see the returns and refunds section in our FAQs.

What happens if I don't want to keep an order I collect from a store?

Our normal returns policy applies to Deliver to Store purchases. You can return your order in store within a month or by post within two weeks.  For full details on our returns policy please visit the returns and refunds section in our FAQs.

Can I change the collection store for my order?


Unfortunately you cannot change the collection store. If you are unable to collect your order, please contact Customer Care and let them know.

How long do I have to return an item if ordered by collect from store?

We have the same returns policy for collect from store as in-store returns. You can return your order within one month of receipt. Please note this date begins on the date that we send you an order dispatch. For full details on our returns please visit the returns and refunds section on our FAQs.

I didn’t receive any emails

If you have not received an email please check your email spam folder before contacting the store that the parcel is being delivered to, please click here to find your nearest store.

If the store have not received your parcel please click here to contact our Customer Care team who will be happy to help you.

Can I extend the time for pickup?

If you would like to extend the time period to collect your order, please click here to contact our customer service line and we can do this for you.

Can I cancel my order?

Yes you can cancel your order – the same order cancellation rules apply as for Home Delivery orders. Please read our cancellation FAQs.

How long does it take for items to be delivered to a store?

We offer two collect from store options: Standard Delivery (Free) and Express Delivery (£2.95).

Collect from Store Standard Delivery* - If you select this option, we will aim to deliver your order between 3 and 7 days from the date you placed it.   However, sometimes during sale periods or other busy periods deliveries might take longer.  Your estimated delivery date will be indicated on the storefinder page within the checkout. If that timeframe has passed and you have not received an email confirming it is in store, please contact the store in the first instance. If the store cannot locate the parcel, please contact Customer Care.

*Collect from Store Standard Delivery is not available to Outfit stores.

Collect from Store Express Delivery - Order by 7pm (weekdays) or 2pm (Sunday) for next working day delivery for only £2.95.

Where can I return my items?

Products can be returned to a Miss Selfridge store, by post or Collect+. Products cannot be returned to other listed collection points.

WEEE Recycling Policy

About WEEE Recycling Policy

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

Why recycle?

Unwanted electrical equipment is the UK’s fastest growing type of waste. 

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We’re proud to support your local authority in providing local recycling facilities for electrical equipment.

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

How are we helping?

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS). 

When customers buy our goods, we want them to be confident that they have been produced under acceptable conditions. That means that the goods must have been produced:

  • Lawfully, through fair and honest dealing
  • Without exploiting the people who made them
  • In decent working conditions
  • Without damaging the environment.

The Arcadia Group Code of Conduct applies to the manufacturer, or any other person involved in supplying goods to our companies.  The code is designed to be fair, achievable and easy to check, and to promote the ongoing development of our suppliers.

The code is based on the International Labour Organisation (ILO) conventions and recommendations, and applies to all brands underneath the Arcadia Group umbrella.


For further information:

Click here to see the Arcadia Group Responsibility Report 2011.

Click here to see the Arcadia Group Code Of Conduct.

Click here to see our ethical policy FAQs.

Click here to see the Arcadia Group Code of Conduct Guidebook.