How can we help you?

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.

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
debenhamsboxoffice.com
debenhamsbathrooms.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, debenhamscurtains.com, debenhamstailoredshirts.com, debenhamsflowers.com, debenhamsboxoffice.com, debenhamsbathrooms.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 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

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:

  1. 0-9
  2. A
  3. B
  4. C
  5. D
  6. E
  7. F
  8. G
  9. H
  10. I
  11. J
  12. K
  13. L
  14. M
  15. N
  16. O
  17. P
  18. Q
  19. R
  20. S
  21. T
  22. U
  23. V
  24. W
  25. X
  26. Y
  27. Z
9 Degrees
Adesso Adidas Fitness Equipment Alan Hannah Devoted Alice + You Almari Amy Butler Anmol Anne Klein Anoisa Ariella Atelier 61 Ayarisa
Babycham Barbara Hulanicki Bedeck Belvia Ben Sherman Suits Betty Jackson Jewellery Birkenstock Boutique9 Branded Ego British Ceramic Tiles Butterfly by Matthew Williamson Jewellery
Camper Ccilu Caran D'ache Carvela Centaur Big & Tall Chase 7 Chipmunks Closet Coast Conkca London Conran Contour Converse Cross Cultured London Curtina Cutie
Disney Dolcis Dreams n Drapes Dune Dunlop
Earth Spirit Easy Spirit Emu English Pewter Enzo Anglolini
Faber Castell Ferrari Feverfish Filofax Fisher Space Pen FitFlop Floormaker Frank Wright Freestep French Connection Footwear Fresco
Gaventa Gerry Weber Goddiva Gola Graf von Faber Castell Graham & Brown Graham & Brown Kids Graham & Brown Platinum Grupo Halcon
Hammond & Co Harlequin Harlequin Momentum Havianas Head over Heels Hello Kitty Hemmingway Designs Hotel Hot Squash
Ice Of London Indulgence Izabel London
J by Jasper Conran Suits Jasmine Jasper Conran Jewellery Jeff Banks Home Jessica Simpson JML Johnson Tiles Jolie Moi Jon Richard Julien McDonald Wallpaper Jumpo
Karl Jackson Kelly Hoppen Kenneth Cole Keros Ceramica KG Kurt Geiger Kids at Home Kingsley Pens Klikka Koo-Ture Kronotex
La Fabricca Lamy Laura Ashley Laurence Llewelyn-Bowen LC Designs LED Lenser Lemon Ribbon Letts Lily J Limehaus Lipsy Footwear Litecraft Lonsdale
Madam Rage Made by Stitch Madden Girl Mandi Marazzi Marcel Wanders Marta Jonsson Marvel Melka Casualwear Mephisto Miss KG Monsoon Home Montegrappa Mood Mr KG
Neon Rose Nine West
Oasis Occasions
Padders Parador Parfois Parker Pavigres Petals Pierre Cardin Pink by Paradox London Pippa Dee Piscador Poppy Lux Porcelanosa Porsche Design Praslin Premier Principles by Ben de Lisi Jewellery Pure Luxuries London Pussycat London
Racing Green Menswear Racing Green Suits Radley Footwear Ravel Red Herring Jewellery Red Herring Suits Red Label Reebok Fitness Equipment Reggie Yates Photography Remedi Remonte Roberto Vianni Roland Cartier Ruby Rocks
Samya Scion Series by Helena Springfield Scott & Taylor Shark Sheaffer Simply Dinny By Dinny Hall Simply Silver Star by Julien Macdonald Jewellery Story by Kranz & Ziegler Stvdio by Jeff Banks Shirts & Ties Stvdio by Jeff Banks Suits Sugar + Style Sugarhill Boutique Superfresco Superfresco Easy Superfresco Paintables
Thomas Nash Threads Tru Living Tru Virtu Truth
V & A Venture Photography Versace Vicenza Refills Villeroy and Boch Vintage America Voulez Vous
Wallis Warehouse Waterman Westco Flooring Whiteheads
Yard O Led
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 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 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.