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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. Please note if you wish to exchange your item(s), this can only be done in a Debenhams store. We are unable to offer exchanges if you return your item(s) to Debenhams via the post, through Parcelshops or via a courier.


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, 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
debenhamscurtains.com
debenhamswines.com
debenhamshampers.com
debenhamspersonalisedgifts.com
Visit each site for details

For Litecraft lighting, flooring, rugs, 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 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. All Furniture items are also excluded from this service. 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".

*Calls to 03, 02, & 01 numbers mean that all calls from private telephones, including mobiles, will only be charged at local rate. They will also be included as part of any inclusive call minutes provided by your phone operator.
** Calls to our 0844 numbers cost 7p per minute plus your telephone company's access charge.

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 - Download returns label here.
    The returns label is available for the following departments:
    Womenswear, Women's Accessories, Lingerie, Health & Beauty, Home, Menswear, Men’s accessories, Kidswear, Toys and Gifts, Gift food, Sportswear and Small electricals.
  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.
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. To track the progress of your return please click here.

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".

*Calls to 03, 02, & 01 numbers mean that all calls from private telephones, including mobiles, will only be charged at local rate. They will also be included as part of any inclusive call minutes provided by your phone operator.
** Calls to our 0844 numbers cost 7p per minute plus your telephone company's access charge.

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Activity Superstore Adesso Adidas Fitness Equipment Aerosoles Aftershock London Alan Hannah Devoted Alexon Alice + You Almari Amaya Amblers Amblers Safety Amy Butler Anatomic Gel Anmol Ann Harvey Anne Klein Ariella Arthur Price Ashley Wilde AS by Anna Smith A Star is Born Atelier 61 Aurora Ayarisa Aynsley China Azor
Babycham Ballentina Bamboo Banyan Barbara Hulanicki Barneys Bear Grylls Bedeck Belle by Badgley Mischka Belleek Living Beloved Belvia Ben Sherman Suits Benjamin Adams Betty Jackson Jewellery Birkenstock Birkenstock Kids Binky Felstead Blowfish Bosideng London Branded Ego British Ceramic Tiles Bronx Buckley London Bugatti Burton Butterfly by Matthew Williamson Jewellery
Camel Active Camper Canon Caran D'ache Carvela Carvela Comfort Centaur Big & Tall Chase 7 Chatham Christy Chipmunks Clarity Jewellery Clean Heels Cliimo Closet Coach Coast Conkca London Conran Contour Converse Cotswold Craghoppers Crocs Cross Cultured London Curtina Cutie
D is for Diamond Dalvey Damned Delux Damsel in a Dress Daniele Donati Dare 2b Darling Dash Dex by Kingsley DKNY Diamonfire Disney Divaz Dolce & Gabbana Dolcis Dorothy Perkins Dr Martens Dreams n Drapes Dune Dunlop Dunlop Wellies
Earth Spirit Eastex Ecco El Naturalista Emporio Armani English Pewter Enrico Benetti Evans
Fable Faber Castell Fantasy Featuring Fendon 1919 Ferrari Feverfish Filofax Fisher Space Pen Floormaker Fly London Frank Wright Freestep Fresco Front Front Up Rugby Fuji
Gabor Galway Living Gaventa GBS Genuine Gemstone Gionni Accessories Girls on Film Goddiva Gola Graf von Faber Castell Graham & Brown Graham & Brown Kids Graham & Brown Platinum Grupo Halcon Gucci
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
Ice Of London Ikon Indulgence Iska Izabel London
J by Jasper Conran Suits Jacques Vert Jailbird Jasmine Jasper Conran @ Tripp Jasper Conran Jewellery Jeff Banks Home Jessica Wright JML Joe Browns Johnson Tiles Jolie Moi Jon Richard Josef Seibel Joshua Thomas Julien McDonald Wallpaper Jumpo Julie Dodsworth JVC
Kaliko Kangaroos Karl Jackson Keen Kelly Hoppen Kennett Timepieces Keros Ceramica KG Kurt Geiger Kingsley Pens Klikka Koo-Ture Kronotex Kyoto Pearl
La Fabricca LaBante London Laced In Love Lamy Lands' End Lascana Laura Ashley Laurence Llewelyn-Bowen LC Designs Le Creuset LED Lenser Lemon Ribbon Letts Lexar lexibook Limehaus Lipsy Footwear Lipstick Boutique Litecraft Little Misdress Little Mistress Lonsdale Lotus Lotus Lotus Since 1759 Lotus Slippers Love Story
Madam Rage Made by Stitch Mandi Maranda Marazzi Marcel Wanders Marco Tozzi Maria Lya Marta Jonsson Marvel Melka Casualwear Mephisto Merrell Michael Kors Mikey London Minuet Miss KG Miss Selfridge Moissanite Monsoon Home Montegrappa Montgomery Mood Moshi Monsters Mr Freedom MSE UK
n AND willow Naturalizer Neon Rose Nicole Lee Nikon Nine West Nordikas Norvic
Oasis Oakley Occasions Olympus Orien Love Ossie Clark London
Paco Milan Padders Panama Jack Panasonic Parador Parfois Parker Paper Dolls Pavigres Pawprints Peacock Blue Loft Collection Pentax Petals Peter Kaiser Phase Eight Pierre Cardin Pikolinos Pineapple Jewellery Pineapple Fitness Equipment Pineapple Womenswear Pink by Paradox London Piscador Pixie Planet POD Polo Ralph Lauren Poppy Lux Porcelanosa Portobello W11 Porsche Design Prada Prada Linea Rossa Praslin Precious Moments Precis Primehide Premier Principles by Ben de Lisi Jewellery Pure Luxuries London Pussycat London
Racing Green Menswear Racing Green Suits Ragged Rose Raging Bull Ralph Ralph Lauren Ravel Ray Ban Ray Ban Polar Rebecca Rectella Red Herring Jewellery Red Herring Suits Reebok Fitness Equipment Regatta Relax Slippers Remonte Rieker Riva Roberto Vianni Rock-a-Bye Rosie Rockport Rohde Roland Cartier Rollasole Rosie Fortescue Ruby Rocks Ruby Ray
Sanderson Samsonite Samsung Samya Scion Scott & Taylor Secrid Selected Homme Series by Helena Springfield Shark Sheaffer Sheridan Sight Station Simply Dinny By Dinny Hall Simply Silver Sistaglam Skechers Sony Sophie Conran Sovereign Star by Julien Macdonald Jewellery Story by Kranz & Ziegler Stratton Studio 8 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 The Flexx Thomas Nash Threads Timberland Tog 24 Travel Blue Travel Insurance Trespass Tripp Troika Trollied Dolly Tru Living Tru Virtu Truth
Urban Junk Ultimo Uttam Boutique Uttam Kids
V & A Van Dal Vans Venture Photography Versace Villeroy and Boch Vince Camuto Voodoo Vixen Voulez Vous
Wallis Wallace Sacks Walltastic Warehouse Waterman Westco Flooring Whiteheads Widdop Bingham Windsmoor Wolf & Whistle Wooltimate
Xti
Yankee Candle Yard O Led Yumi Yumi Girl
Zaxy Ziba Zibi London 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 Aerosoles Aftershock London Alan Hannah Devoted Alexon Alice + You Almari Amaya Amblers Amblers Safety Anatomic Gel Anmol Ann Harvey Anne Klein Ariella Arthur Price Atelier 61 AS by Anna Smith A Star is Born Aurora Ayarisa Aynsley China Azor
Babycham Ballentina Bamboo Banyan Barneys Bear Grylls Bedeck Belleek Living Beloved Belle by Badgley Mischka Belvia Ben Sherman Suits Benjamin Adams Betty Jackson Jewellery Binky Felstead Birkenstock Birkenstock Kids Blowfish Bosideng London Branded Ego Bronx Buckley London Bugatti Burton Butterfly by Matthew Williamson Jewellery
Camel Active Camper Caran D'ache Carvela Carvela Comfort Centaur Big & Tall Chase 7 Chatham Christy Chipmunks Clarity Jewellery Clean Heels Cliimo Closet Coach Coast Conkca London Converse Cotswold Craghoppers Crocs Cross Cultured London Curtina Cutie
D is for Diamond Dalvey Damsel in a Dress Damned Delux Daniele Donati Dare 2b Darling Dash Dex by Kingsley Diamonfire Divaz DKNY Dolce & Gabbana Dolcis Dorothy Perkins Dr Martens Dreams n Drapes Dune Dunlop Dunlop Wellies
Earth Spirit Eastex Ecco El Naturalista Emporio Armani English Pewter Enrico Benetti Evans
Fable Faber Castell Fantasy Fendon 1919 Ferrari Featuring Feverfish Filofax Fisher Space Pen Fly London Frank Wright Freestep Front Front Up Rugby
Gabor Galway Living Gaventa GBS Genuine Gemstone Gionni Accessories Girls on Film Goddiva Gola Graf von Faber Castell Gucci
Hailey Hailey Logan Hammond & Co Harlequin Harlequin Momentum Havianas Head over Heels Heavenly Feet Helena Springfield Hey Dude Shoes Hispanitas Hoofprints Hot Squash Hotel
Ice Of London Ikon Indulgence Iska Izabel London
J by Jasper Conran Suits Jacques Vert Jailbird Jasmine Jasper Conran @ Tripp Jasper Conran Jewellery Jeff Banks Home Jessica Wright JML Joe Browns Jolie Moi Jon Richard Josef Seibel Julie Dodsworth Jumpo
Kaliko Kangaroos Karl Jackson Keen Kennett Timepieces KG Kurt Geiger Kingsley Pens Koo-Ture Kyoto Pearl
Lamy LaBante London Laced In Love Lands' End Lascana Laurence Llewelyn-Bowen LC Designs LED Lenser Le Cruset Letts Limehaus Lipstick Boutique Lipsy Footwear Little Misdress Little Mistress Lonsdale Lotus Lotus Lotus Since 1759 Lotus Slippers Love Story
Madam Rage Made by Stitch Mandi Maranda Marco Tozzi Maria Lya Marta Jonsson Melka Casualwear Michael Kors Mikey London Mephisto Merrell Minuet Miss KG Miss Selfridge Moissanite Montegrappa Mood Mr Freedom MSE UK
n AND willow Naturalizer Neon Rose Nicole Lee Nine West Nordikas Norvic
Oasis Oakley Occasions Orien Love Ossie Clark London
Paco Milan Padders Panama Jack Parfois Parker Paper Dolls Pawprints Peacock Blue Loft Collection Petals Peter Kaiser Phase Eight Pierre Cardin Pikolinos Pineapple Jewellery Pineapple Fitness Equipment Pineapple Womenswear Pink by Paradox London Piscador Pixie Planet POD Polo Ralph Lauren Poppy Lux Portobello W11 Porsche Design Prada Prada Linea Rossa 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 Ragged Rose Ralph Ralph Lauren Ravel Ray Ban Ray Ban Polar Rebecca Red Herring Jewellery Red Herring Suits Regatta Relax Slippers Remonte Rieker Riva Roberto Vianni Rock-a-Bye Rosie Rockport Rohde Roland Cartier Rollasole Rosie Fortescue Ruby Rocks Ruby Ray
Sanderson Samsonite Samya Scion Scott & Taylor Secrid Selected Homme Series by Helena Springfield Shark Sheaffer Sheridan Sight Station Simply Dinny By Dinny Hall Simply Silver Sistaglam Skechers Sophie Conran Sovereign Star by Julien Macdonald Jewellery Story by Kranz & Ziegler Studio 8 Stratton Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugarhill Boutique Swesky Jewellery
Tamaris Tenki The Flexx Thomas Nash Threads Timberland Tog 24 Travel Blue Travel Insurance Trespass Tripp Troika Trollied Dolly Tru Living Tru Virtu Truth
Ultimo Uttam Boutique Uttam Kids
V & A Van Dal Vans Venture Photography Versace Vince Camuto Voodoo Vixen Voulez Vous
Wallis Wallace Sacks Walltastic Warehouse Waterman Widdop Bingham Whiteheads Windsmoor Wolf & Whistle Wooltimate
Xti
Yankee Candle Yard O Led Yumi Yumi Girl
Zaxy Zibi London 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. We are also unable to offer an exchange or refund on orders delivered to freight forwarding companies, Hotels, B&Bs, storage and relocation companies, where the product was damaged following acceptance by these locations on your behalf.


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.

How do I return furniture?

To book a courier for collection - call our Customer Services team here.

For items where unwrapping and assembly is not carried out in your home by our delivery agent please ensure the returned 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.

The refund will be processed once goods have been collected. However, a collection charge will also be applied as detailed in the “Furniture Returns Policy”. Please allow 14 days for the refund to be credited to your account.

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 and we are unable to offer a refund on orders delivered to freight forwarding companies, Hotels, B&Bs, storage and relocation companies, where the product was damaged following acceptance by these locations on your behalf.

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.