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Returns

What is the returns, exchange and refunds policy?

Subject to exceptions, Debenhams is happy to exchange or refund your purchase within 28 days of delivery, for Collect From Store 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 giftcard 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. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

How can I return items?

If you have purchased online you can return items in store, in the post via Royal Mail or via courier.

If you have purchased in store you can only return items back to store.

Can I return items to a store?

You can exchange or refund your online order at any UK or N. Ireland Debenhams store immediately. Once your refund has been processed it can take your card provider 3 to 5 days working days to credit your account. Refunds will be processed to the original payment card.

To return to store simply present your goods and despatch note at any service centre and one of our advisers will process your exchange or refund or help you order a new item. If you do not have the original payment card with you, the adviser will offer you an exchange or a refund onto a Debenhams gift card.

We regret we cannot offer returns to store on products purchased from the following Debenhams partnership websites:
debenhamsplus.com
debenhamscurtains.com
debenhamstailoredshirts.com
debenhamsflowers.com
Visit each site for details

For Litecraft lighting, flooring, tiles, mobile telephones see Return by courier

For Clarity & Swesky branded jewellery please call 01656 785 302 or email sales@swesky.co.uk for their insured Royal Mail returns service.

How do I return items to store?

To return to store simply present your goods and despatch note at any service centre and one of our advisers will process your exchange or refund or help you order a new item. If you do not have the original payment card with you, the adviser will offer you an exchange or a refund onto a Debenhams gift card.

How do I return by post?

You can return items to us via Royal Mail using the Royal Mail returns address label with your despatch. Items returned by post can take up to 10 working days to reach us once you have posted the parcel. When your refund has been processed it can take your card provider 3 to 5 days working days to credit your account.

Note: postal returns are not available for products purchased from the following Debenhams partnership websites - debenhamsplus.com, debenhamscurtains.com, debenhamstailoredshirts.com, debenhamsflowers.com. For further details visit the returns section of each site.

In order to avoid unnecessary delays in processing your refund, ensure you use the correct label and follow the instructions carefully.


How to return items using the Freepost label:

  1. Print out the correct Freepost Royal Mail label (see below). If it is sent to the wrong address, it may delay your refund.
  2. Repackage the goods into the original packaging.
  3. Complete the returns form enclosed in your parcel, indicating your reasons. Enclose within the parcel.
  4. Attach the Freepost returns label to the outside of the parcel. Take the parcel to a Post Office and obtain a proof of posting.
  5. Retain your proof of posting until you have received your refund.

Download and print your returns label:

By clicking on the relevant returns label link below, a document will open which you can print. You will need Adobe Acrobat Reader installed on your computer to be able to open the file. If you do not have this installed download it here.


Fashion & Home

To return Womenswear, Women's Accessories, Lingerie, Home, Menswear, Men’s accessories, Kidswear, Toys and Gifts, Gift food, Sportswear, Small electricals - Download returns label 1.


Health & Beauty

To return Health and beauty - cosmetics, fragrance - Download returns label 2.

Is there anything I can't return in the post?

You can return most products by post excluding the following which must be return via courier. Click on the product type below to view further courier information:

How do I return via courier?

We offer a free courier collection service to UK & N. Ireland addresses for the majority of our products (see A-Z guide below for excluded brands) however, our collection service can vary so follow the instructions on your despatch note and the information below carefully.

Items returned by courier can take up to 10 working days to reach us once the parcel has been collected. Once your refund has been processed it can take 3 to 5 working days for your card provider to credit your account.

The quickest way to arrange a collection for fashion and home products is to call the courier. You will find the courier's telephone number on the outside of your packaging.

Click on the product type below to view further courier information:

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9 Degrees
Ador Air Hogs Airstep Alan Hannah Devoted Alex Alexon Alice & You Almari Anatomic Gel women's & men's Androidz Animagic Ann Harvey Anna Smith Annabell Tween Anne Klein Anne Michell Aqua Beads Aquadoodle Armouron Arthur Price Aspen Atelier 61 Aynsley China Azor
Baby Alive Baby Annabell Baby Born Babycham Badge It! Bakugan Bamboo Barbie children's footwear Barbie footwear & toys Bardot Barker Barratts Barratts Wide Fit Bata Batman footwear Battle Strikers Bear Grylls Belle & Mimi Belle Beaux Belleek Living Belvia Beloved Ben & Holly Ben 10 footwear & toys Ben Sherman Suits Bendaroos Best Friends Club Ink Betty Jackson Jewellery Betula Beyblade toys Birkenstock women's & children's Birthday Black Gardenia Bladez Blink Bob The Builder children's footwear Bob the Builder toys Bourne Boutique9 Boxfresh bags Brakeburn Bratz Brenda J Brio Bronx Buckle My Shoe Bugatti Bullboxer Bunker Butterfly by
Matthew Williamson Jewellery
Buzz Bee Toys
Camel Active Camminare Camp Rock Caprice Captain America toys Caran D'ache Carlton London Carvela Casdon Cassidy Bros plc Caterpillar Centaur Big & Tall Character Building Chatham Chicco Chipie Chipmunk Chou Chou Christy Chuggington Cicciobello Clarity Jewellery Clarks men's & children's Cliimo Closet Club Penguin Coast Colorific Comfees Slippers women's & children's Converse women's footwear Cool Cardz Core Craghoppers Crayola Crocs Cross Curtina Cushe women's & men's Cushion Walk women's & men's Cutie
D is for Diamond Daddy's Money Damsel in a Dress Dare 2b Darling Dash Deva Dickie Dickies Disney Club Penguin toys Disney Fairies toys Disney Pixar Cars 2 toys Disney Pixar Cars toys Disney Princess footwear & toys Disney Special Agent OSO Dispair Doctor Who toys Dolcis Dora footwear Dora the Explorer toys Dorndorf Dreams N Drapes Dr Martens women's & men's Dr Martens women's footwear Drumond Park DSUK Dune Dunlop women's & children's Duplo
Earth Spirit Eastex Easy Spirit Ecco Ecoiffier Emu English Pewter Enzo Anglolini Everything's Rosie
Family Guy footwear Fancy Flats Fifi and the Flowertots toys Fifi footwear Filofax Fireman Sam toys Firetrap footwear Fisher Space Pen Flair Flatmates Flufflings Fly London Follow Me women's & children's Frank Wright men's footwear Freestep French Connection footwear Front Front Up Rugby FurReal Friends Fuzzoodles
Gabor women's & children's Galt Galway Living Gaventa Geomag Geox Gisele Bundchen Glitterati Gluv Gola Golddigga women's & children's Goody 2 Shoes Goodyear Graf von Faber Castell Grafix Guppy Love women's & children's
H.M. Armed Forces toys Halo Hama Handy Manny Hannah Montana footwear Happy Feet 2 toys Harewood Harumika Hasbro Games Havianas Head over Heels Heelys Hello Kitty footwear & toys Hexbug Hey Dude Shoes High School Musical children's footwear & toys Hi-Tec Hobos Hornby Horrible Science Hot Squash Hush Puppies
i-Carly Ice Of London In My Pocket In the Night Garden toys Ipanema women's Iron Fist Iron Man 2 Irregular Choice bags Izabel London
J by Jasper Conran Suits Jacobson women's & children's Jacques Vert James Galt Jasmine Jasper Conran Jewellery JCB Jeff Banks Home Jessica Simpson Jigs Joe Browns John Adams Jolie Moi Jon Richard Josef Seibel men's & children's Jumbo Jungle Junction Just Sheepskin Justin Bieber toys
Kachooz! Kaliko Kangaroos women's & children's Karl Jackson Kasceva Keds women's & men's Kenneth Cole footwear KG Kurt Geiger Kickers women's & children's Kidscape Kingsley Pens K'Nex KRE-O Krush
Lalaloopsy Lambretta Lamy Lands' End Lark and Finch Laser Stunt Chasers Laurence Llewelyn-Bowen cutlery Lazy Lu LC Designs LeapFrog LED Lenser Lego Lelli Kelly Letts Lifestyle Lily J Limehaus Lipsy footwear Lite Sprites Little Bees Little Charley Bear Little Tikes Littlest Pet Shop Liv London Olympics 2012 toys London Rebel Lonsdale women's & men's Lotus Lotus bags Lunar LYDC
Madden Girl Maisie Moo Mai Tui Manas Mandi Manfield Marco Tozzi women's & children's Mark Ecko Marta Jonsson Maverick Meccano Mega Bloks Mel Melissa & Doug Melka Casualwear Merrell Mickey Mouse Clubhouse Minuet Miss KG Mitre Mitre MiMi by Morah Morah Mirage MobiGo Mondo Monopoly Montegrappa Montgomery Mood Mookie Moon Dough Moon Sand Morbs Moshi Monsters Moxie Girlz Mr KG MSE UK My Little Pony
National Geographic toys Natural Fit Naturalizer Natures Own Nerf New Balance Nine West Noddy Nordikas women's & men's North Star
Oak Hill Oasis Odeon Olly's Orchard Toys Orla Kiely Ossie Clark London
Paco Milan Padders Pajar Panama Jack Parfois Paper Jamz Parker Paul Green Peppa Pig children's footwear Peppa Pig toys Perfect Petals Peter Kaiser Phase Eight Picnic Pierre Cardin Pikolinos Pink Sugar Pippa Dee Pipps Piscador Planet Play-Doh Playgro Playmobil Playskool Pod men's & children's Pokemon toys Posh Wellies Postman Pat toys Power Rangers Praslin Precis Principles by Ben de Lisi Jewellery Pussycat London
Qube Queen Of The Catwalk Quiz
Racing Green Menswear Racing Green Suits Radley Footwear Raging Bull Rascal Ravel Ravensburger Real Construction Rectella Red Herring Suits Red Tape Red Tape men's & children's Regatta Reflex Relax Slippers women's & men's Rieker women's & men's Roary the Racing Car Roberto Vianni Rocket Dog women's & children's Rockport Rockport women's footwear Rockwood men's & children's Rohde women's & men's Roland Cartier Rombah Wallace Romika women's & children's Ruby Rocks
Saints of Fashion Samson XL Samson XL women's & men's Saxone Scalextric Scape men's & children's Scooby Doo toys Scott & Taylor Sebago Sesame Street toys Sheaffer Shellys Sherbert Sheridan Sight Station Simply Dinny by Dinny Hall Simply Silver Sirco Sister Moon Skechers Shape-ups Skechers Tone-ups Skechers women's & children's Skye Skylander Smith & Canova Sonic Sophie Conran Sperry Spider Man footwear & toys Sponge Bob women's & children's footwear Spongebob Squarepants Spot On Spy Gear Spynet Squinkies Star by Julien Macdonald Jewellery Star Wars Storm Storm bags Strawberry Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugar Sundour Sunlover Superga Super Soaker Swesky Jewellery Swish Curtain Poles Swiss Gear Sylvanian Families
Tamaris Tech Deck The Entertainer Thomas Thomas & Friends toys Thundercats Timberland women's footwear Timeless Timmy Time TKSteel Todd Barnes Tog 24 Tomy Touch Ups Toy Story children's footwear & toys Toy Story TP Activity Toys Transformers Transit Tron Legacy Trueform Truffle Truth Tuffking women's & men's TUK
Umi Urban
Van Dal Vans Venture Photography Vicenza (Refills only) Victorinox Bags Vintage America Vintage VT Vortex Voulez Vous VT Collection VTech VTech Baby
W.Barratt Wallis Warehouse Waterman Wedge Welly Whiteheads Whooga Windsmoor Winnie the Pooh toys Wrangler footwear WWE
XTI
Yankee Candle Yard O Led
Zapf Zhu Zhu Zibits Zodiaco Zoobles Zubber
What products are excluded from your refund 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 the original packaging is unopened, 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.
  • Designer products no exchange or refund on grounds of Health & Safety unless faulty or purple security tag is in place

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED 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.

What is the returns 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, TV 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.

*Excludes FURNITURE TO GO products

I am an international customer, how do I return a product?

You can return unwanted items via your local postal service. Please note our free return service does not apply for international orders.

Please follow the instructions below:

1. Repackage the product into the original packaging.

2. Complete the return label enclosed in your parcel, indicating your reason for the return, detach and enclose with your parcel.

3. Affix the returns label to the outside of your parcel.

4. Take the parcel to your local postal service and obtain a proof of postage.


If a product is faulty or damaged please contact our Customer services team to obtain a returns authorisation code before returning faulty goods. We will refund the original delivery charge* and the cost of returning the goods via your local postal service up to a maximum cost of £7.50 per kg. For products delivered within the EU, we will refund the original delivery charge for any product returned to us in accordance with the Distance Selling Regulations up to the same maximum cost, but we will not refund the cost of returning such goods. Please retain proof of postage and customs documentations including any details of any taxes paid.

*We will only refund the delivery charge if the complete order is faulty or damaged otherwise we will make a pro-rata payment.

Can I get a refund on my Travel Insurance?

Debenhams is happy to exchange or refund your purchase within 14 days after you have received your activation 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. If you no longer have the original gift card please contact our customer services team.

Can I return an item that was reduced by 50% or more when I purchased it?

Option 1 - You can return your purchase (see Return to Store section) to any Debenhams store within 7 working days following the date of delivery for a full refund. Thereafter we will be happy to provide you with an exchange or refund on to a giftcard within 28 days of delivery.

Option 2 - You can return via our courier network (see Return by courier section) or via the Post Office (see Return by Royal Mail section) for a full refund on to your original payment card.

Option 3 - If you are a Debenhams cardholder, you can have a full refund credited to your Debenhams card via any of the above routes, providing the reduced items were originally purchased on your Debenhams card.

What are my rights under Distance Selling?
UK & N. Ireland customers

Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 7 working days starting the day after you have received your delivery to cancel your order. This does not apply to certain "exceptions" specified at section 13 of the DSRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded. If you wish to cancel your order within 30 minutes of placing it, call customer services on 0844 800 8877. If more than 30 minutes have elapsed we will be unable to stop the delivery of your order. Please refuse any delivery of cancelled goods, alternatively, you can return them to your local Debenhams store, post them back to us, or contact customer services to arrange for them to be collected. During this period you must take reasonable care of the goods. You will not be charged for collection or Royal Mail returns in accordance with our returns policy. Further details of your rights under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.

International customers

Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 7 working days starting the day after you have received your delivery to cancel your order. This does not apply to certain "exceptions" specified at section 13 of the DSRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This can be done via email - Important: please remember to include your order number on the email. Further details of your right under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.