How can we help you?

Track your order now

Track your order


We can't track furniture, concessions, health and beauty, Click & Collect and international orders.


If you don't have your order number handy...

Have a look at the email we sent you called 'Your order is on the way'. Next to each item you bought, you'll find a link that will take you to your courier's tracking page.

We might use different couriers to deliver each of your items, so make sure you click on each link separately to find out where your items are.

If your confirmation email doesn't include a link, it means that we can't track that item. But we’ll always give you an estimated delivery date for the items, so you know when to expect them. You’ll find that in your confirmation email, too.

Items we can't track

We’re sorry, unfortunately there are some orders that we can't track.
These include:

  • Click & Collect orders – we'll send you an email when your items are ready to pick up.
  • Furniture orders – we'll send you regular emails about how your order’s progressing. And our furniture team will contact you when your delivery date's coming up to book a specific time slot.
  • Concessions (these are brands that aren't owned by us and manage their own delivery to you)
  • Health and beauty orders
  • International orders
  • Items ordered from one of our partner sites such as Debenhamsplus.com, Debenhams-formalhire.com, Debenhamswedding or stationery.co.uk



What you'll see on your tracking page


If we can track your order, you'll be able to see each stage of its journey on your tracking page.
Below are the descriptions we use for each stage of an order’s journey, and more detail about what those words mean.


Click-and-collect orders
What you’ll see on the tracking page What it means
Created We've got your order and are waiting to process it
Processing We're about to pass your order to our warehouse
Supplier order – in progress Our warehouse is getting your order ready
Routed to courier Your parcel has left our warehouse and is with our courier
Order ready for collection Your parcel is ready to collect at your chosen store. You must collect your parcel within 14 days of getting your confirmation email
Collected You've collected your parcel
Deliveries
What you’ll see on the tracking page What it means
Pre-advice loaded Our warehouse is preparing your order
Manifested for delivery We've told our courier to expect your order and to plan it into their delivery route
Courier received Our courier has got the details of your order
Order generated Your items are ready for delivery
Receipt at depot Your parcel is at the depot
Processed at depot Your parcel is waiting to be sent to our courier
Out for delivery to courier Your parcel is on its way to our courier
Out for delivery to courier Your parcel is on its way to our courier
Courier to re-attempt The courier missed you and will try again. If the courier tried to deliver your parcel but wasn’t able to you should have received a slip to say the courier attempted delivery. This should also state the date they will re-attempt delivery.
Delivered to We've delivered your parcel
Returns
What you’ll see on the tracking page What it means
Return received Your returned item has arrived at our warehouse
Return in progress We're getting your return and refund sorted
Return refund complete Your return is complete and we’ve refunded your money.
Remember: some banks might take longer than others to process your refund.
If something goes wrong, you’ll see one of these messages:
What you'll see on the tracking page What it means
Cancelled – unable to fulfil – payment reversal We're out of stock so we’ve had to cancel your order. We haven't taken any money from your card.
Cancelled – unable to fulfil – payment refunded We're out of stock so we've had to cancel your order. We’ve sent you a full refund.
Cancelled We’ve had to cancel your order. Click here to find out more