Customer FAQs

Harvey Nichols Group Limited ("HNG"), Harvey Nichols and Company Limited ("HNC"), Harvey Nichols (Own Brand) Stores Limited ("HNOB Stores"), Harvey Nichols Regional Stores Limited ("HN Regions"), Harvey Nichols Restaurants Limited ("HNRest") and Harvey Nichols.com Limited ("HN.com"), all in administration (together, the "Companies" or the "HN Group").

Background

On 13 August 2026, Lindsay Kate Hallam, Matthew Boyd Callaghan and Andrew James Johnson were appointed as Joint Administrators of the Companies.

Immediately following their appointment, a sale of certain business operations and assets of HNC, HNG, HN.com, HN Regions and HNOB Stores was completed to Frasers Group Trading Limited, a wholly owned subsidiary of Frasers Group Plc. A separate sale of the business and assets of HNRest was completed to Fallow Media Limited.

General FAQs

1. What is administration?

Administration is an insolvency process in which the administrator, who is a licensed insolvency practitioner and an officer of the court, attempts to:

• Rescue the company as a going concern; or, failing that;
• Achieve a better result for the company's creditors as a whole than would be likely if the company were wound up; or, failing that;
• Realise property in order to make a distribution to one or more secured or preferential creditors.

The administrator assumes control of a company from its current directors and manages its business from that point onwards.

2. What is an administrator?

An administrator is an officer of the court and is qualified to manage the affairs of a business when it is insolvent. The administrators act as agents of the company and without personal liability.

3. Why have the Companies gone into administration?

Like many UK retailers, Harvey Nichols has faced challenging economic conditions that have negatively impacted trading performance, including a structural decline in high street footfall, intensified competition and rising operating costs.

In light of these difficult trading conditions, the Board explored a sale of the business to seek new investment. That sale process resulted in:

• Frasers Group Trading Limited, a wholly owned subsidiary of Frasers Group Plc ("Frasers"), acquiring certain business operations and assets of the Harvey Nichols Group; and
• Fallow Media Limited ("Fallow") acquiring the OXO Tower Restaurant, Bar and Brasserie at OXO Tower London.

Both businesses were acquired through a pre-packaged administration process on 13 August 2026, with FTI Consulting appointed as Joint Administrators to complete the sale transactions.

4. What will happen next?

Both businesses will continue to trade as usual under new ownership.

Frasers acquired the UK store network, comprising Knightsbridge, Edinburgh, Manchester, Leeds, Birmingham and Bristol, as well as the e-commerce platform and international franchise rights, amongst other assets.

Order FAQs

5. I haven't received my order from Harvey Nichols. What should I do?

5a. Orders placed prior to 13 August 2026

Orders placed prior to 13 August 2026 which had not been fulfilled at the date of the administration were cancelled and will therefore not be completed.

Payment is only taken for orders at the point of dispatch. Therefore, you should not have incurred any charge relating to an order that was not dispatched.

You may have a pre-authorisation charge showing on your payment card. If so, you should contact your card provider to ensure that you are not charged for the order.

If you believe your order was processed and you have been charged for it, please contact the Harvey Nichols Customer Care team at customerservices@harveynichols.com with your order details. The Customer Care team will be able to assist with tracking your item or items.

5b. Orders placed on or after 13 August 2026

Orders placed on or after 13 August 2026 will be processed as usual under Harvey Nichols' standard terms and conditions.

You can contact Harvey Nichols staff in store to check the status of your order. Alternatively, you may contact the Harvey Nichols Customer Care team at customerservices@harveynichols.com with any queries.

Exchanges and Returns

6. Can I return items I bought in a Harvey Nichols store prior to the Administration?

Items purchased prior to the commencement of the administration on 13 August 2026 are not eligible for a refund or exchange from Harvey Nichols stores.

If an item is faulty and you have valid proof of purchase, you may be entitled to seek a refund from your card provider. You should contact your card provider in the first instance.

If this is not possible, you may be able to submit an unsecured claim against the relevant company in administration. Please email HNCreditors@fticonsulting.com and provide the following information:

• Your full name;
• Your address;
• Details of the order and the refund amount claimed; and
• Details of the fault with the product purchased.

Please see the information below regarding the timing and amount of any potential payment to unsecured creditors.

Gift Cards and Refunds

7. Am I still able to use my gift card?

Gift cards purchased prior to 13 August 2026 are no longer accepted in store or online.

If you have a valid gift card purchased before 13 August 2026 but after 14 August 2025, you may be able to submit an unsecured claim against the relevant company in administration.

Please email HNCreditors@fticonsulting.com and provide the following information:

• Your full name;
• Your address; and
• The gift card reference, the remaining balance and the date on which the gift card was purchased.

8. I was owed a refund from Harvey Nichols. What should I do?

Unfortunately, because of the Companies' entry into administration, any amounts outstanding to customers in respect of refunds as at 13 August 2026 will not be paid in full by the Companies.

You may be entitled to seek a refund from your card provider. You should contact your card provider in the first instance.

If this is not possible, you may submit an unsecured claim against the relevant company in administration. Please email HNCreditors@fticonsulting.com and provide the following information:

• Your full name;
• Your address; and
• Details of the order and the refund amount claimed.

9. I have provided my details to the Administrators. When will I receive my refund?

Once you have provided your details and registered as an unsecured creditor in the Administrations, you will be added to the relevant creditor list. You will then be provided with portal login details so that you can submit your claim against the relevant company in administration.

Due to the nature of the Administrations, a significant amount of work is required before any payments are likely to be made to creditors.

While the Joint Administrators currently anticipate that there may be a payment to unsecured creditors in the future, the amount and timing of any such payment remain uncertain. Any payment is unlikely to represent the full value of your claim.

Contacting your card provider in the first instance may provide a more immediate route to recovery.

Lindsay Hallam, Andrew James Johnson and Matthew Boyd Callaghan of FTI Consulting LLP ("FTI") were appointed as Joint Administrators of the Companies on 13 August 2026. The affairs, business and property of the Companies are being managed by the Joint Administrators. The Joint Administrators act as agents of the Companies and without personal liability.

Lindsay Hallam, Andrew James Johnson and Matthew Boyd Callaghan are licensed in the United Kingdom to act as insolvency practitioners by the Institute of Chartered Accountants in England and Wales under section 390A(2)(a) of the Insolvency Act 1986. The Joint Administrators are bound by the Insolvency Code of Ethics, which can be found at Insolvency Practitioner Code of Ethics - GOV.UK .

FTI Consulting LLP uses personal information in order to fulfil the legal obligations of its insolvency practitioners under the Insolvency Act and other relevant legislation, and to fulfil the legitimate interests of keeping creditors and others informed about the insolvency proceedings.

You can find more information about how FTI uses your personal information in its Data Privacy Statement: Creditors Portal | UK | FTI Consulting .