How can we help you?

Track your order

To track your order please enter the following details and select search. Unfortunately we cannot track Furniture, Concessions, Health and Beauty, or Click & Collect orders.

AND EITHER

OR

Returning your order

Popular Questions

Where is my order?
Where is my order?

You can track your order here

If you chose Next Day Home delivery and placed your order before 2pm, your order should arrive the following working day between 9am and 6pm. You will be advised via a text message or e-mail should there be a delay.

When is my order coming?

Most orders despatched from a Debenhams warehouse can be tracked however orders sent from some concession brands, furniture/home items and external suppliers may be unavailable to track.

Click & Collect/Collect from store orders cannot be tracked however you will receive an e-mail message informing you when your order is ready for collection. To access our tracking system please click here

Can I track my order?

Most orders despatched from a Debenhams warehouse can be tracked however orders sent from some concession brands, furniture/home items and external suppliers may be unavailable to track.

Click & Collect/Collect from store orders cannot be tracked however you will receive an e-mail message informing you when your order is ready for collection. To access our tracking system please click here.


Status Description
Created Your order has been created on our system and will be processed shortly
Supplier Order - In Progress Your order has been created on our system and passed to our fulfilment centre for processing
Routed to courier Your order has been routed to the courier.
Cancelled Your order has been cancelled
Cancelled - unable to fulfil - payment reversal Your order has been cancelled due to stock availability, no payment has been taken.
Cancelled - unable to fulfil - payment refunded Your order has been cancelled due to stock availability. We have processed a refund to your payment card.
Return received Your return has been received. However, if goods have been addressed to the incorrect warehouse there may be a short delay in your refund being processed while the goods are being re-directed.
Order ready for collection Your order is ready for collection at your chosen store.

Please note: You must collect your order within 14 days of receiving your notification email.
Collected Your order has been collected.
Return in progress We are processing your return.
Return refund complete We have processed your return.

Please note: Some banks may take longer than others to process refunds.

Carrier Tracking Statuses


Status Description
Pre-Advice Loaded Our fulfilment centre has received your order
Manifested for Delivery We have informed our courier to expect your order and plan it in to their delivery route
Courier Received Our courier has received your order and will plan their delivery
Order generated Your order is ready for delivery and has entered into the courier system.
Receipt at depot Your parcel has been received at the depot.
Processed at depot Your parcel has processed through the depot operation and is ready for onward despatch to the courier.
Out for delivery to courier Your parcel has left the depot for delivery to the courier.
Courier to re-attempt The courier has attempted to deliver your parcel and will try again. You will receive a card to confirm delivery has been attempted.
Delivered to Your parcel has been delivered.
My UK order is late, what should I do?

You can track your order here. Sometimes things do go wrong, and if your parcel has not arrived as expected please accept our apologies.

If your parcel is more than 2 days after the estimated delivery date, please contact our customer services team here.

If you chose Next Day Home delivery please contact the customer service team if your item(s) do not arrive by the date specified on your confirmation email.

My international order is late, what should I do?

Sometimes things do go wrong, and if your parcel has not arrived as expected please accept our apologies. If your parcel is more than 2 days after the estimated delivery date, please contact us.

My furniture order is late, what should I do?

Please check the expected delivery date on your confirmation email. If it is after that date, please contact our Customer Care team here.

What is your Christmas returns policy?

Items purchased online or in store from 20th November 2014 as gifts can be exchanged in store until 31st January 2015, Exclusions apply. Our standard returns and refund terms & conditions also apply.

Last order dates for Christmas delivery

To see last order dates before Christmas and deliveries during the festive period, please click here.

Returns
I want to return my order

Please follow our returns process, for details see here.

What products can be returned?

Subject to the exceptions here, Debenhams is happy to exchange or refund your purchase within 28 days of delivery, for Click & Collect orders the 28 days starts after you have received your 'Order Ready for Collection' email. Your refund will be credited to the original payment card, if you have used a Debenhams gift card your refund will automatically be credited to the original gift card.

Unwanted goods must be returned in a fully resaleable condition and any tags must be intact. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

Can discounted or sale products be returned?

Yes, subject to the overall returns policy, with the following exceptions.

  • If an item is returned to store within seven days of delivery, we will refund the purchase price to your payment card.
  • Between 7 and 28 days we will refund the purchase price onto a giftcard.
  • When returning your item to a store, any items purchased at a discount of 50% or more can only be exchanged or refunded onto a Debenhams giftcard
  • If you paid with a Debenhams credit card, we will refund the purchase price as long as the item is returned within 28 days.
  • Alternatively, please return via courier or Royal Mail for a full refund onto your payment card.
What is your online refund policy for furniture?

Should you wish to return furniture you must inform us within 7 working days from delivery of goods. A £75 charge will be made for the cost of collection. For outdoor furniture, barbecues and chimeneas, rugs, bean bags, headboards, bed frames, office chairs and desks, lighting, television stands, hi-fi stands, dining and bedroom mirrors, the cost of collection will be £25.

Please ensure goods are repackaged in their original packaging. Until the collection has taken place you will be required to keep the item in the same condition in which it was delivered. Once a delivery has been made and the 7 working day approval has expired, refunds and exchanges can only be given in accordance with your legal rights.

What products are excluded from your returns policy?

We are unable to offer an exchange or refund on gift experiences, furniture, beds, custom made and altered items unless they are mis-described or are faulty.

For reasons of health and hygiene we are unable to exchange or refund the following products:

  • Cosmetics/fragrance once the original packaging has been opened, unless faulty.
  • Pierced earrings and other pierced body jewellery unless faulty.
  • Quilts, duvets, pillows and mattresses, no exchange or refund once the original packaging has been opened or damaged unless faulty.
  • Gift food and products containing alcohol, no exchange or refund, unless faulty.
  • Underwear/lingerie, control wear, hosiery and swimwear, no exchange or refund unless the hygiene strips and tags are still in place and packaging remains unopened and undamaged unless faulty.
  • Hats and hair accessories unless tags are still in place and packaging remains unopened and undamaged unless faulty.
  • Fascinators, no exchange or refund unless faulty.

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MIS-DESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.

Damaged/Faulty goods
My product is faulty what should I do?

Please accept our apologies. Please follow our returns process, for details see here.

The security tag has been left on my purchase, what should I do?

We are sorry for the inconvenience, please return to your local store with your receipt, and they will be happy to remove the tag for you.