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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 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 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.

What is your Christmas returns policy?

Items purchased as gifts can be exchanged until 31st January 2015. Exclusions apply.

How can I return items?

If you have purchased online you can return items in store, in the post via Royal Mail, through Parcelshops 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
debenhamstailoredshirts.com
debenhamsflowers.com
Visit each site for details

For Litecraft lighting, flooring, tiles, mobile telephones, cameras & camcorders, tablets, Cross trainers, Treadmills, Exercise bikes and Home gyms 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 the member of staff will be more than happy to help. Unfortunately if you do not have the original payment card with you, the adviser can only offer you an exchange or a refund onto a Debenhams gift card. Please note we are unable to process a refund onto a card without the cardholder present, even if it is their spouse who is presenting it.

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, debenhamstailoredshirts.com, debenhamsflowers.com. For further details visit the returns section of each site. You will need to check the return instructions on the paperwork enclosed within the individual parcel.

If in doubt, please call our customer services line on 0844 800 8877 or 0344 800 8877.

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.


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 by ParcelShop?

Majority of items can be returned for free via a local ParcelShop drop-off point (please see the A-Z list below for excluded brands) – this can be found within a range of local convenience stores. Find a location and opening times here.

When your items are despatched, a returns label is included with your order. Alternatively, you can print a returns label from the parcel return website here.  In order to return via this method, you will need the 16 digit barcode number on the carrier label attached to the parcel's original packaging.

Simply repackage the goods in the original packaging (or a suitable alternative), attach the returns label and complete the returns form on your despatch note, indicating your reason for return. Simply enclose this in your parcel and drop it off at your local collection point. Please note returns are restricted to a maximum of 15kg in weight and a maximum of 120cm in length.

Items returned via Parcelshops can take up to 10 working days to reach us and it can take a further 3 – 5 days for your card provider to credit the refund to your account.

Note: Parcelshop returns are not available for products purchased from the following Debenhams partnership websites - debenhamsplus.com, debenhamstailoredshirts.com, debenhamsflowers.com. For further details visit the returns section of each site. You will need to check the return instructions on the paperwork enclosed within the individual parcel.

If in doubt, please call our customer services line on 0844 800 8877 or 0344 800 8877.

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Activity Superstore Adesso Adidas Fitness Equipment Aftershock London Alan Hannah Devoted Alexon Alice + You Almari Amaya Amy Butler Anatomic Gel Anmol Ann Harvey Anne Klein Ariella Arthur Price Ashley Wilde Atelier 61 Aurora Ayarisa Aynsley China Azor
Babycham Bamboo Barbara Hulanicki Bear Grylls Bedeck Belleek Living Beloved Belvia Ben Sherman Suits Benjamin Adams Betty Jackson Jewellery Birkenstock Birkenstock Kids Bosideng London Brakeburn Branded Ego British Ceramic Tiles Bronx Buckley London Burton Butterfly by Matthew Williamson Jewellery
Camel Active Camper Canon Caprice Caran D'ache Carvela Carvela Comfort Ccilu Centaur Big & Tall Chase 7 Chatham Christy Chipmunks Clarity Jewellery Cliimo Closet Coast Conkca London Conran Contour Converse Craghoppers Crocs Cross Cultured London Curtina Cutie
D is for Diamond Damsel in a Dress Dare 2b Darling Dash Dex by Kingsley Disney Dolcis Dorothy Perkins Dr Martens Drapers Dreams n Drapes Dune Dunlop
Earth Spirit Eastex Ecco El Naturalista English Pewter Enrico Benetti Evans
Faber Castell Ferrari Feverfish Filofax Fisher Space Pen FitFlop Floormaker Fly London Frank Wright Freestep Fresco Front Front Up Rugby Fuji
Gabor Galway Living Gaventa Geox Gerry Weber Gionni Accessories Girls on Film Goddiva Gola Graf von Faber Castell Graham & Brown Graham & Brown Kids Graham & Brown Platinum Grupo Halcon
Hailey Hailey Logan Hammond & Co Harlequin Harlequin Momentum Havianas Head over Heels Heavenly Feet Helena Springfield Hello Kitty Hemmingway Designs Hey Dude Shoes Hispanitas Hoofprints Hot Squash Hotel Hush Puppies
Ice Of London Ikon Indulgence Iron Fist Iska Izabel London
J by Jasper Conran Suits Jacques Vert Jailbird Jasmine Jasper Conran @ Tripp Jasper Conran Jewellery Jeff Banks Home Jessica Simpson JML Joe Browns Johnson Tiles Jolie Moi Jon Richard Josef Seibel Joshua Thomas Julien McDonald Wallpaper Jumpo JVC
K Swiss Kaliko Karl Jackson Keen Kelly Hoppen Kennett Timepieces Keros Ceramica KG Kurt Geiger Kickers Kingsley Pens Klikka Koo-Ture Kronotex
La Fabricca Lamy Lands' End Laura Ashley Laurence Llewelyn-Bowen LC Designs Le Creuset LED Lenser Lelli Kelly Lemon Ribbon Letts Lexar lexibook Limehaus Lipsy Footwear Litecraft Little Misdress Little Mistress Lonsdale Lotus Lotus Lotus Since 1759 Lotus Slippers Love Story
Madam Rage Madden Girl Made by Stitch Mai Tui Manas Mandi Marazzi Marcel Wanders Marco Tozzi Maria Lya Marta Jonsson Marvel Melka Casualwear Mephisto Merrell Minuet Miss KG Miss Selfridge Moissanite Monsoon Home Montegrappa Montgomery Mood Moshi Monsters MSE UK
Naturalizer Neon Rose Nikon Nine West Nordikas Norvic
Oasis Occasions Olympus Orien Love Ossie Clark London
Paco Milan Padders Panama Jack Panasonic Parador Parfois Parker Paper Dolls Pavigres Pawprints Pentax Petals Peter Kaiser Phase Eight Pierre Cardin Pikolinos Pineapple Jewellery Pink by Paradox London Piscador Pixie Planet POD Poppy Lux Porcelanosa Porsche Design Praslin Precious Moments Precis Primehide Premier Principles by Ben de Lisi Jewellery Pure Luxuries London Pussycat London
Racing Green Menswear Racing Green Suits Raging Bull Ravel Rectella Red Herring Jewellery Red Herring Suits Reebok Fitness Equipment Regatta Relax Slippers Remonte Rieker Roberto Vianni Rock-a-Bye Rosie Rocket Dog Rohde Roland Cartier Rollasole Romika Ruby Rocks
Sabrinas Samsonite Samsung Samya Scion Scott & Taylor Series by Helena Springfield Shark Sheaffer Sheridan Sight Station Simply Dinny By Dinny Hall Simply Silver Skechers Sony Sophie Conran Sovereign Star by Julien Macdonald Jewellery Story by Kranz & Ziegler Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugarhill Boutique Sundour Sunlover Superfresco Superfresco Easy Superfresco Paintables Swesky Jewellery Swish Curtain Poles
Tamaris Tenki Thomas Nash Threads Timberland Tog 24 Travel Blue Travel Insurance Trespass Tripp Trollied Dolly Tru Living Tru Virtu Truth TUK
Urban Junk Ultimo Uttam Boutique Uttam Kids
V & A Van Dal Vans Venture Photography Versace Villeroy and Boch Vince Camuto Voulez Vous
Wallis Warehouse Waterman Westco Flooring Whiteheads Windsmoor
Yankee Candle Yard O Led Yumi Yumi Girl
Ziba Zodiaco Zooligans
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.

To book a courier collection you can either call the number on the outside of the parcel or click here. You will need the 16 digit barcode number on the carrier label attached to the parcel's original packaging to book a collection online.

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 or book online. 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
Activity Superstore Adesso Aftershock London Alan Hannah Devoted Alexon Alice + You Almari Amaya Anatomic Gel Anmol Ann Harvey Anne Klein Ariella Arthur Price Atelier 61 Aurora Ayarisa Aynsley China Azor
Babycham Bamboo Bear Grylls Bedeck Belleek Living Beloved Belvia Ben Sherman Suits Benjamin Adams Betty Jackson Jewellery Birkenstock Birkenstock Kids Bosideng London Brakeburn Branded Ego Bronx Buckley London Burton Butterfly by Matthew Williamson Jewellery
Camel Active Camper Caprice Caran D'ache Carvela Carvela Comfort Ccilu Centaur Big & Tall Chase 7 Chatham Christy Chipmunks Clarity Jewellery Cliimo Closet Coast Conkca London Converse Craghoppers Crocs Cross Cultured London Curtina Cutie
D is for Diamond Damsel in a Dress Dare 2b Darling Dash Dex by Kingsley Dolcis Dorothy Perkins Dr Martens Drapers Dreams n Drapes Dune Dunlop
Earth Spirit Eastex Ecco El Naturalista English Pewter Enrico Benetti Evans
Faber Castell Ferrari Feverfish Filofax Fisher Space Pen FitFlop Fly London Frank Wright Freestep Front Front Up Rugby
Gabor Galway Living Gaventa Geox Gerry Weber Gionni Accessories Girls on Film Goddiva Gola Graf von Faber Castell
Hailey Hailey Logan Hammond & Co Harlequin Harlequin Momentum Havianas Head over Heels Heavenly Feet Helena Springfield Hey Dude Shoes Hispanitas Hoofprints Hot Squash Hotel Hush Puppies
Ice Of London Ikon Indulgence Iron Fist Iska Izabel London
J by Jasper Conran Suits Jacques Vert Jailbird Jasmine Jasper Conran @ Tripp Jasper Conran Jewellery Jeff Banks Home Jessica Simpson JML Joe Browns Jolie Moi Jon Richard Josef Seibel Jumpo
K Swiss Kaliko Karl Jackson Keen Kennett Timepieces KG Kurt Geiger Kickers Kingsley Pens Koo-Ture
Lamy Lands' End Laurence Llewelyn-Bowen LC Designs LED Lenser Le Cruset Lelli Kelly Letts Limehaus Lipsy Footwear Little Misdress Little Mistress Lonsdale Lotus Lotus Lotus Since 1759 Lotus Slippers Love Story
Madam Rage Madden Girl Made by Stitch Mai Tui Manas Mandi Marco Tozzi Maria Lya Marta Jonsson Melka Casualwear Mephisto Merrell Minuet Miss KG Miss Selfridge Moissanite Montegrappa Mood MSE UK
Naturalizer Neon Rose Nine West Nordikas Norvic
Oasis Occasions Orien Love Ossie Clark London
Paco Milan Padders Panama Jack Parfois Parker Paper Dolls Pawprints Petals Peter Kaiser Phase Eight Pierre Cardin Pikolinos Pineapple Jewellery Pink by Paradox London Piscador Pixie Planet POD Poppy Lux Porsche Design Praslin Precious Moments Precis Principles by Ben de Lisi Jewellery Primehide Pure Luxuries London Pussycat London
Quiz
Racing Green Menswear Racing Green Suits Raging Bull Ravel Red Herring Jewellery Red Herring Suits Regatta Relax Slippers Remonte Rieker Roberto Vianni Rock-a-Bye Rosie Rocket Dog Rohde Roland Cartier Rollasole Romika Ruby Rocks
Sabrinas Samsonite Samya Scion Scott & Taylor Series by Helena Springfield Shark Sheaffer Sheridan Sight Station Simply Dinny By Dinny Hall Simply Silver Skechers Sophie Conran Sovereign Star by Julien Macdonald Jewellery Story by Kranz & Ziegler Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugarhill Boutique Swesky Jewellery
Tamaris Tenki Thomas Nash Threads Timberland Tog 24 Travel Blue Travel Insurance Trespass Tripp Trollied Dolly Tru Living Tru Virtu Truth TUK
Ultimo Uttam Boutique Uttam Kids
V & A Van Dal Vans Venture Photography Vince Camuto Voulez Vous
Wallis Warehouse Waterman Whiteheads Windsmoor
Yankee Candle Yard O Led Yumi Yumi Girl
Zooligans
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 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.

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 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 Consumer Contracts Regulations 2013?
UK & N. Ireland customers

If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, 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, unfortunately we are unable to refund delivery charges for part cancellations or returns. 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. We are unable to cancel any Next Day Home delivery or Click & Collect orders once they have passed through our payment system. 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 the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.

International customers

If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to 14 calendar days starting the day after you have received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. We will not refund the cost of returning goods unless damaged/faulty. This does not apply to certain "exceptions" specified at section 28 of the CCRs, 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 rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.