The strength of 2019 performance helped Selfridges face the challenge of 2020
Selfridges announces a strong financial performance for the year ending 2 February 2020. The year delivered £1.97 billion in sales, up 7% on the previous year. Sales growth was delivered against a challenging retail backdrop and a significant investment across the business, in both stores and across its digital channels. Selfridges operating profit was £88m, which was down 10% on the previous year, reflecting the level of investment made.
In 2019 Selfridges lived up to its commitment to be more than a shop by bringing exciting destinations, experiences and collaborations to its customers.
Launch of a 22,000 sq foot toy destination in London, including a custom-made giant walk-on piano made famous by the movie ‘Big’ (1988).
An expanded luxury Accessories Hall with 170 brands available was launched to deliver Manchester Trafford customers a new experience, alongside the new San Carlo Champagne Bar.
The Cinema at Selfridges opened in London, enabling customers to enjoy state-of-the-art sound and vision entertainment instore.
New services included the introduction of a Beauty Concierge across its London, Trafford and Exchange stores, offering customers a beauty destination and the opportunity for beauty advice and information from dedicated team members.
Selfridges became the first department store to stop selling product from exotic animal skins and pledged to remove all plastic-based cosmetic glitter by 2021.
Continued to invest across all customer digital channels, including digital stock systems
Investment and roll out of Microsoft Teams and digital tools.
Commenting on business performance, Anne Pitcher, Managing Director, Selfridges Group said: “I am very pleased with our strong and resilient performance in 2019. It was a year of creativity and innovation which brought exciting new experiences to our customers and set us on the path to change the future of retail.”
Selfridges planned to deliver a Christmas like no other for customers whether instore or online through curated products and sustainable edits, services and offers (e.g. Elfridges virtual gift advice, bookable Click-And-Collect, hampers concierge) and, festive entertainment and inspirational advice (e.g. Dial-a-Santa, the Christmas Market in the Mews). Despite new restrictions being put in place in November and again the week before Christmas, Selfridges moved swiftly to ensure Christmas was delivered and even its youngest customers got the Christmas they expected by moving their meeting with Santa online. Throughout the period customers continued to shop online with strong digital performance and, as expected, instore trading was challenging.
Anne Pitcher comments further: “2020 has been an exceptionally difficult year but thanks to the financial performance during 2019 we entered 2020 in a strong position. Throughout the pandemic, our key priority has been the health and wellbeing of our customers and team members and that has been the focus of much of our activity over the past few months. We have remained agile and flexible all while delivering the very best.
experience, destination and products for our customers within the guidelines set by the government. We are pleased with the growth in digital this year and our ability to deliver to over 130 countries has helped offset the lack of international travel.
“After two years of planning and over a decade of impactful sustainability initiatives, we are particularly proud to have successfully launched Project Earth putting sustainability at the heart of the business with stretching sustainability targets to deliver our commitment to change the way we shop and the way we do business. We acknowledge that recovery will be slow, with sales this year forecast to be significantly less than they were in 2019 however Selfridges is set up for a long, sustainable future.”
Notes to Editors:
Key Christmas highlights:
Selfridges launched its greenest ever Christmas Shop, with half of all products including decorations, crackers, cards and wrapping paper boasting one or more sustainable attributes in line with the retailer’s Project Earth commitments
A record number of customers purchased gift wrapped orders online, double the number vs 2019
Elfridges appointments via video call were introduced as an additional service, accounting for 22% of all gifting appointments
Sales of hampers were up 50% on last year with the Classic Christmas Hamper being the best seller
Selfridges London took Santa online, providing 245 families with a complimentary dial-a-Santa appointment. Manchester Exchange, Trafford and Birmingham stores provided socially distanced meet-and-greet photo opportunities with Santa for more than 2,000 families.
Although the usual Christmas festivities and celebrations are up in the air this year, Selfridges has curated a collection of the most unique and extraordinary gifts to help spread the festive cheer and make celebrations special.
Discover the gifts that friends and family are wishing for in store and at Selfridges.com.
See below carousel of images for this week’s top ten gifts, or download all our previous edits beneath.
Today, two iconic British brands come together to launch ‘Royal Mail at Selfridges’, an immersive experience spanning store and online, which offers customers an opportunity to reinforce personal connections with friends, family and even Santa!
‘Royal Mail at Selfridges’ offers customers a one-stop shop designed to help customers get their Selfridges purchases gift wrapped, shipped and delivered by Royal Mail as well as send Letters to Santa.
Shoppers can also see their face on their mail! The space includes a built-in booth, which enables customers to take photos then print them out as a label, which can be included on parcels, cards and letters.
A special Santa postbox and writing station will be available in the London store for the littlest of Selfridges customers to post Letters to the Big Man. The postboxes are also stationed in the Birmingham and Manchester stores
A Royal Mail-themed product range is also available to buy in the London, Manchester and Birmingham stores, as well as on Selfridges.com.
The dedicated space on the lower ground of Selfridges’ London store, aims to help the nation prepare their letters and parcels for Christmas. The stunningly designed space is a loose and playful interpretation of a postal destination through a Selfridges lens; complete with trolleys, mail bags and other post-themed paraphernalia.
A Royal Mail-themed product range is also available to buy in the London, Manchester and Birmingham stores, and online at Selfridges.com.
Nick Landon, Chief Commercial Officer at Royal Mail, said: “We are delighted and truly excited to launch ‘Royal Mail at Selfridges’. It marks the perfect pairing of two iconic British brands. Christmas is a special time and this year, in particular, we want to help make it as special as possible. Our postmen and postwomen will be delivering even more of the nation’s most treasured gifts this festive season, so we want to make the whole experience as magical as we can. Doing this in partnership with Selfridges is guaranteed to add the Christmas sparkle to top this off. From everyone at Royal Mail, stay safe and get ready for a very merry Christmas with Royal Mail at Selfridges”.
Meave Wall, Selfridges Stores Director said: “We’re delighted to welcome this bespoke Royal Mail space within our London store. This launch is an outstanding addition to the variety of services we’ve set up to ensure our customers have the easiest, most efficient and most fun time ticking off their Christmas list – including sending parcels to loved ones they may not be able to see this year.”
The partnership will officially run until early January 2021.
Please contact the Selfridges press office for pricing details and images for the product range.
Notes to Editors:
1) A One-Stop-Shop For Parcels And Letters
Customers can take to the Royal Mail at Selfridges any purchases they’ve made for loved ones within the store and wish to have professionally wrapped, and take advantage of the bespoke postal service on offer with delivery by Royal Mail .
Customers are also be able to write and send letters directly to Santa via an in-store Santa Mail service. Until the 13th December, pillar boxes will be available in the London, Manchester and Birmingham stores for the littlest of customers to post letters to Santa, along with a special writing station in the London store for tiny wordsmiths.
Finally, developed exclusively for the Royal Mail at Selfridges experience, shoppers are now able to see their face on the mail they send. A sensor-activated booth enables customers to take photos and record video messages of festive wishes for loved ones. The created content is then printed onto a stamp-like label which can be posted on to parcels and letters, or simply dropped into gifts. The label contains a QR code, which recipients can scan to receive the personalised message. The service is free and available in Selfridges London.
2) A Very Royal Mail Product Collection
‘Royal Mail at Selfridges’ offers customers a beautiful Royal Mail-themed product range, designed exclusively for the partnership.
It features many gift ideas, including mugs and festive baubles, a unique fashion capsule collection, including designs by emerging label Studio Alch, alongside limited-edition collaborations with British brands such as teapigs and Biscuiteers.
The gift selection is available in the London, Manchester and Birmingham stores, as well as on Selfridges.com until early January 2021.
With both real and artificial trees, bespoke wreaths and stunning festive bouquets, Selfridges has everything needed to make a home ready for a visit from Father Christmas.
This year, for the first time, Selfridges is offering real Christmas trees from Moyses Stevens which are graded with the highest form of accreditation for forest friendly farming methods. Prices start at £55 and trees can be adorned in white and gold, silver and green or traditional red decorations and delivered directly to any London destination.
Shop at Selfridges
From small toys to luxury jewellery see our edit of everything your family and friends are wishing for in their stocking this Christmas.
Shop at Selfridges
As we prepare for a Christmas like no other, we’re looking for gifts that are sure to brighten up our loved ones’ celebrations. Thoughtfully chosen, expertly crafted and made to cherish, our personalised gifts are the perfect way to show them that you’re thinking of them
Shop at Selfridges
ROYAL MAIL AND SELFRIDGES ANNOUNCE CHRISTMAS PARTNERSHIP
Bringing customers a truly Selfridges experience with Royal Mail, in store and at Selfridges.com, the partnership offers a one stop shop and ship service for parcels, with Letters To Santa included, and exclusive Royal Mail brand collaborations.
- ‘Royal Mail at Selfridges’ will be a unique partnership between two iconic British brands, which will offer customers a one-stop shop designed to help customers send Letters To Santa and ship their Selfridges purchases.
- The partnership will launch to the public on the 12th November, and run through to January 2021.
- Selfridges Oxford Street store will have a dedicated Royal Mail pop up space designed to make it easy to send their Selfridges purchases. Customers can get their presents beautifully gift wrapped and delivered by Royal Mail*.
- Pillar boxes will be also available in the London, Birmingham and Manchester Selfridges stores, for the littlest of Selfridges customers to post Letters to Santa.
- ‘Royal Mail at Selfridges’ will also offer customers a beautiful Royal Mail-themed product range, designed exclusively for the partnership. It will feature many gift ideas, including mugs and festive baubles, alongside limited-edition designer collaborations.
- The product range will be available to buy online at Selfridges.com, and in the London, Manchester and Birmingham stores.
- ‘Royal Mail at Selfridges’ brings a bespoke postal service back to Selfridges’, 80 years since the last outlet closed.
Today, Royal Mail announces a special partnership with Selfridges for Christmas. ‘Royal Mail at Selfridges’, will be an immersive experience spanning store and online, which launches to the public on the 12th November.
In a year like no other, when the human touch has never been so sought-after and missed, ‘Royal Mail at Selfridges’ is an opportunity for customers to reinforce personal connections with friends, family and even Santa!
The joining of two iconic British brands will produce a dedicated space within the Selfridges London store, designed to help the nation prepare their letters and parcels for Christmas. The design for the space will be a loose and playful interpretation of a postal destination through a Selfridges lens; complete with trolleys, mail bags and other post-themed paraphernalia.
In the beautifully festive space, customers can buy loved ones presents and have them professionally wrapped, as well as take advantage of a bespoke postal service. This will enable Selfridges London customers to have the gifts they buy in store delivered by Royal Mail. Customers will also be able to write and send letters directly to Santa, with an in-store Santa Mail service.
An exclusive product range has also been created for the partnership, which includes branded mugs, festive baubles and more. The range will be available to buy in the London, Manchester and Birmingham stores, and online at www.selfridges.com.
Selfridges London is also working with brands including teapigs, Tiffany & Co. and Biscuiteers to celebrate the Royal Mail partnership in unique ways. Details of these will be announced in due course.
Nick Landon, Chief Commercial Officer at Royal Mail, said “We are delighted and truly excited to announce this partnership. It marks the perfect pairing of two iconic British brands. Christmas is a special time and this year in particular, we want to help make it as special as possible. Our postmen and postwomen will be delivering even more of the nation’s most treasured gifts this festive season, so we want to make the whole experience as magical as we can. Doing this in partnership with Selfridges is guaranteed to add the Christmas sparkle to top this off. From everyone at Royal Mail, stay safe and get ready for a very merry Christmas with Royal Mail at Selfridges”.
Meave Wall, Stores Directors at Selfridges, said: “We are excited to team up with Royal Mail and to bring such a bespoke postal service and offer to our customers right in time for the busy holiday season. More than ever, we value the decision customers are making to shop with us and, in return, we’ve done our best to bring to them a unique product offer and an array of services to make their time with us pleasurable, easy and efficient at this hectic time of year. Royal Mail at Selfridges delivers on all those benefits and we can’t wait to welcome our customers to this new service destination”.
The partnership will officially run until early January 2021.
*The parcel delivery service only applies to Selfridges London customers.
Notes to Editors:
About Royal Mail plc
Royal Mail plc is the parent company of Royal Mail Group Limited, the leading provider of postal and delivery services in the UK and the UK’s designated universal postal service provider. UK Parcels, International and Letters (“UKPIL”) comprises the company’s UK and international parcels and letters delivery businesses operating under the “Royal Mail” and “Parcelforce Worldwide” brands. Through the Royal Mail Core Network, the company delivers a one-price-goes-anywhere service on a range of parcels and letters products. Royal Mail has the capability to deliver to around 30 million addresses in the UK, six days a week (excluding UK public holidays). Parcelforce Worldwide operates a separate UK network which collects and delivers express parcels. Royal Mail also owns General Logistics Systems (GLS) which operates one of the largest ground-based, deferred parcel delivery networks in Europe.
The business was founded by American entrepreneur Harry Gordon Selfridge in 1909 and is widely regarded as the first and best example of a modern department store. Harry Gordon Selfridge ran the store himself until he retired in 1940. After several ownerships the company was de-merged from the Sears Group in 1998 and floated on the London Stock Exchange. In 2003 the Weston family purchased Selfridges and under their ownership Selfridges has become the epitome of a global destination for fashion, luxury and extraordinary retail experiences. In June 2010 Selfridges was named Best Department Store in the World by IGDS and retained the title for an unprecedented three times consecutively. In May 2016, Selfridges won the inaugural award for the World’s Best Sustainability Campaign at the IGDS world summit for its long-term commitment campaign, Buying Better Inspiring Change which it launched earlier that year. At the IGDS World Department Store Forum in Toronto in 2017, Selfridges won the Best Department Store Campaign for its themed campaign EveryBODY dealing with the beauty and strength of the body beyond conventions. The store reclaimed the best department store title again in 2018. Selfridges has four stores; in London, Birmingham and Manchester (Trafford Centre, and Exchange Square) all celebrating exciting experiences and new product destination launches. Selfridges also operates an international website that delivers within the UK and to over 130 countries, trading in 11 currencies.
Selfridges today continues Harry Gordon Selfridge’s legacy – a shopping experience that promises to constantly surprise, amaze and amuse its customers.