How can we help you?

Where is my order?

My UK home order is late, what should I do?

Please note that at busy periods standard deliveries may arrive up until 8pm.


Step 1. Please check your 'Thank you for your order' email for the expected delivery time scales per product(s).


Step 2. If you have received your 'Your order is on its way' email: You can use the 'track item' link in the email, to track each product in your order with the courier delivering your item. For tracking status meanings please see What does my order tracking status

If you haven't received your 'Your order is on its way' email: If by the expected delivery date (please see step 1 above) you have not received your 'Your order is on its way' email, please skip to step 4.


Step 3. Please check our delivery disruptions to make sure that your order has not been delayed by adverse weather conditions.


Step 4. If your parcel is more than one day after the expected delivery date, please contact our customer services team.

My UK Click & Collect order is late, what should I do?

Step 1. Please check your order confirmation email for expected collection date.


Step 2. If there is a delay with your Click & Collect order, we will email or send you a text message advising of the delay.


Step 3. A 'ready for collection' email will be sent once your order is available in your chosen store for collection.


Step 4. If you are still concerned about the status of your order, please contact

My international order is late, what should I do?

Step 1. International delivery times may vary depending on your chosen delivery country.

Please check the delivery times for your country below:

Country Andorra
Delivery Times (Working Days) 5 - 7

Step 2. Please check our delivery disruptions to make sure that your order has not been delayed by adverse weather conditions.


Step 3. If you are still concerned about the status of your order, please contact our customer services team.

When should my standard UK delivery arrive?

The below guide will help you identify when you should receive your standard delivery order:

My order has been cancelled

Please accept our apologies, occasionally we have to cancel orders for a number of reasons:


Product unavailability: We try to get as much choice as possible onto our website, and occasionally we have to cancel orders when we have sold out of the relevant products during busy periods.

Failed security checks: Orders may also be cancelled if security checks are failed; there are multiple reasons this can occur. Please contact our Customer services team for further details.

Customer cancellation: If you have requested to cancel part or all of your order.

If your order has been cancelled you will be sent one of four emails:


Part of your order can not be fulfilled Unfortunately we were unable to supply all the items in you ordered. You will receive a full refund to the original payment method used for the cancelled items.
Your order cannot be fulfilled Unfortunately we have had to cancel your order as the items are no longer available. You will receive a full refund to the original payment method for the cancelled order.
We've received your request to cancel part or all of your order We are sorry to hear you’ve cancelled your order with us. Your request has been processed and you have not been charged for the item/s in your order.
You order has failed our security checks Unfortunately the order you recently placed with us has been cancelled because the details associated with the order have failed our internal security checks. You will not be charged for your item/s. Please contact our Customer services team for further details.

If you placed an order using a Debenhams temporary payment card, please see Placing orders using a Debenhams online or in store payment card for additional reasons to the above for why your order may have been cancelled.