Frequently Asked Questions
You can track your order either by logging into your account or by clicking the link found in your order dispatch email.
Some orders may be sent in more than one parcel and from different locations and sellers, please allow the full delivery timeframe for all parcels to arrive. Please note deliveries take place 7 days a week between 8am to 9pm.
Click here for all of the delivery information you'll need including delivery timeframes as well as costs.
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.
You have 28 days to send an item back starting from the day you receive it. Please note a one off return fee of £1.99 will be deducted from your refund amount.
If you have ordered an item from one of our concessions, please use the label sent with your parcel to send the item back to the seller. If you have ordered multiple items from different sellers then you will need to send each of these back separately to the individual sellers. If there was no label in your parcel please contact us for the best way to return your items.
For all non-concession items to start a return simply follow the steps below and click here to start a return, if you don’t have a printer please don’t worry, our portal has printerless options available.
- Repack your items into their original packaging.
- Log into our returns portal using your email address and order number.
- Select your preferred option.
- Post your return back to us, make sure you keep or take a picture of your postage receipt (you can delete this once you have received your refund)
- We’ll send you an email once we have received your returns followed by another email shortly after to confirm your refund.
You will now have the option to choose refund to gift card, instead of a refund to your original payment method for items that show 'Return this item to us' in the returns portal. Just use the returns portal as usual and select 'Refund to Gift Card' as your chosen refund method. Customers who choose this option, will experience a quicker refund process. Sorry, this option is not available for goods that are faulty, you must contact customer services as usual to return these items. This option is also not currently available for items sold by our DBZ brand partners, to return these items, please follow the instructions in the returns portal
If the item you want to return isn’t showing on our portal then this likely means that it’s an item from one of our concessions. You may have received an invoice in your parcel along with returns instructions, this item will need to be returned back to the concession.
As soon as we receive your order back we get to work on processing your return and issuing the refund back to the refund method that was selected when logging the return
If you chose refund to original payment method, this will be processed back to the payment method used when placing the order.
If you chose refund to gift card, once your return has been processed, you'll receive an email containing the gift card.
For any DBZ brand partner returns, refunds will be processed back to the original payment method used when placing the order
We’re really sorry to hear that you’ve received an item that’s not in perfect condition or that is different to what you ordered. Please head over to our contact us page and our team will be happy to help.
To help get this fixed ASAP please include the following information when contacting us:
• Your name • Order number • Product name or code of the faulty item (this can be found on your order confirmation email) • Product name or code of the item received - if you've received an incorrect item. • Picture or video of the fault OR incorrect item. • Part number (for Furniture items - please obtain this from the instruction manual)
We don't offer an exchange facility on our orders. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.
Our Subscribe & Save service allows you to set up recurring deliveries for your favorite products at a discounted price. You’ll save money, enjoy convenience, and never run out of essentials.
Simply select the product you want, choose your preferred delivery frequency (e.g. once per month), and we’ll handle the rest. Your items will be automatically delivered to your door, and you’ll receive a discount on every subscription order.
• Exclusive discounts on subscription orders
• Flexible delivery schedules
• Easy management of your subscriptions
• Hassle-free, automatic deliveries
You can manage your subscriptions by logging into your account. From there, you can see delivery dates or cancel your subscription.
Not at this moment in time.
You can cancel your subscription at any time through your account dashboard by giving us 30 days notice. There are no cancellation fees, and you can easily restart your subscription whenever you’d like. See the Terms & Conditions for more information on cancelling your subscription.
You’ll be charged automatically upon order confirmation. The exact billing date will match the timeline you’ve chosen for your deliveries.
Subscribe & Save discounts can be combined with additional promo codes.
If your payment doesn’t go through, we’ll notify you and retry the payment after a short period. If it continues to fail, your subscription may be cancelled until the issue is resolved.
If an item is temporarily unavailable, we’ll notify you and cancel the subscription.
As a Debenhams Unlimited customer, you’ll enjoy free Next Day Delivery (NDD) on your first purchase and free delivery on all future orders. Customers who are not members of Debenhams Unlimited will incur delivery charges from their first order, with standard delivery applied to all subsequent orders. Delivery timelines will be clearly outlined in your account.
This isn’t possible at the moment.
Our customer support team is here to assist you. Please head over to our contact us page our team will be happy to help.
When you select InPost at checkout, they will let you know when your parcel arrives at your chosen location. To open the locker, scan your QR code or open the door remotely in our app. If you’re using a shop just show your QR code to a staff member.
Once your parcel has landed in your locker of choice, you’ve got 3 days to pick it up. InPost will send you a nudge when there are 24 hours left.
You can find your tracking details in the InPost app, or check your inbox for an email from InPost where there’s a handy link to track your parcel.
InPost will send you an email the moment your parcel arrives. If you’ve got the app, you’ll also get a notification from them. Most of their lockers are 24/7 so you can pick up whenever it works for you – just make sure you pick up within 3 days.
Yes they can - just send them a screenshot of your QR code. Alternatively, they can use your collection code (sent to you via email) and mobile number to grab your goodies.
No you don’t. If you have ordered your parcel to an InPost Shop simply show your QR code to the staff member for them to scan, this contains a pin that can only be used for your parcel.
Take a look at InPost’s help page if you need a hand, their blog is also filled with handy info.
These delivery instructions can guide your customers once they’ve made a purchase and selected InPost.
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InPost will send you an email and a text with your collection code. If you have the InPost app, you can track the progress of your parcel, and your collection code will pop up on the app when it’s available at your chosen location.
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Orders are held at the collection location for 3 days from the day they arrive before being returned to the retailer. You will receive SMS reminders from InPost before the parcel is returned. Find your nearest InPost location here.
Please include your order number or email address along with a brief description of how we can help when contacting us. Our team are available between 8am - 10pm 7 days a week.