How can we help you?

Where is my order?

Where is my order?

You can track your order by clicking here.

When is my order coming?

You can track your order by clicking here.

Can I track my order?

Most orders despatched from a Debenhams warehouse can be tracked however orders sent from some concession brands, furniture/home items and external suppliers may be unavailable to track.

Click & Collect/Collect from store orders cannot be tracked however you will receive an e-mail informing you when your order is ready for collection. To access our tracking system please click here.


Status Description
Created Your order has been created on our system and will be processed shortly
Supplier Order - In Progress Your order has been created on our system and passed to our fulfilment centre for processing
Routed to courier Your order has been routed to the courier.
Cancelled Your order has been cancelled
Cancelled - unable to fulfil - payment reversal Your order has been cancelled due to stock availability, no payment has been taken.
Cancelled - unable to fulfil - payment refunded Your order has been cancelled due to stock availability. We have processed a refund to your payment card.
Return received Your return has been received. However, if goods have been addressed to the incorrect warehouse there may be a short delay in your refund being processed while the goods are being re-directed.
Order ready for collection Your order is ready for collection at your chosen store.

Please note: You must collect your order within 14 days of receiving your notification email.
Collected Your order has been collected.
Return in progress We are processing your return.
Return refund complete We have processed your return.

Please note: Some banks may take longer than others to process refunds.

Carrier Tracking Statuses


Status Description
Pre-Advice Loaded Our fulfilment centre has received your order
Manifested for Delivery We have informed our courier to expect your order and plan it in to their delivery route
Courier Received Our courier has received your order and will plan their delivery
Order generated Your order is ready for delivery and has entered into the courier system.
Receipt at depot Your parcel has been received at the depot.
Processed at depot Your parcel has processed through the depot operation and is ready for onward despatch to the courier.
Out for delivery to courier Your parcel has left the depot for delivery to the courier.
Courier to re-attempt The courier has attempted to deliver your parcel and will try again. You will receive a card to confirm delivery has been attempted.
Delivered to Your parcel has been delivered.
My UK order is late, what should I do?

Please use the tracking order by clicking here. Sometimes things do go wrong, and if your parcel has not arrived as expected please accept our apologies.

If your parcel is more than 2 days after the estimated delivery date, please contact our customer services team here.

If you chose Next Day Home delivery please contact the customer service team if your item(s) do not arrive by the date specified on your confirmation email.

My international order is late, what should I do?

Sometimes things do go wrong, and if your parcel has not arrived as expected please accept our apologies.

If your parcel is more than 2 days after the estimated delivery date, please contact us.

My furniture order is late, what should I do?

Please check the expected delivery date on your confirmation email. If it is after that date, please contact our Customer Care team here.