Search all help topics
Orders and delivery
- Free Delivery
Free delivery applies to orders of £30 and over placed online at debenhams.com, excluding international orders and Next Day Home deliveries. This offer is not available on debenhamsplus.com, debenhamscurtains.com, debenhamstailoredshirts.com, debenhamsflowers.com, Debenhams Gift Vouchers and Giftcards, Debenhams Personalised Wedding Stationery, Debenhams Wedding Gift Lists, and Financial Services. Delivery is normally charged at £3.99 per delivery address irrespective of the number or type of items. We deliver to any UK address.
- General terms & conditions
These terms apply to products ordered via the Internet, Debenhams mobile phone app and over the phone except Wedding Gifts, Debenhamsplus.com, Debenhamsflowers.com, Debenhamstailoredshirts.com, Debenhamsbathrooms.com and Furniture. Internet offers relate to internet transactions only and may not be available in store. Likewise, temporary or local special offers in store do not apply to internet prices unless expressly specified.
1.1 The Seller is Debenhams Retail plc. a member of the Debenhams plc Group of Companies. Registered in England and Wales at Companies House No. 83395. Registered Office 10 Brock Street, Regent's Place, London, NW1 3FG. VAT registration number 698797922.
1.2 Please note that Debenhams Retail plc facilitates the sale of certain products on Debenhams.com as agent for various retailers. By making an order on this site you enter into a contract with the relevant retailer itself rather than with us. A full list of such retailers can be found by following this link.
2. Order process
2.1 Our display of products on our website is an invitation and not an offer to sell those products to you.
2.2 An offer is made when you place the order for your products. However, we will not have made a contract with you unless and until we accept your offer (see point 2.5 below).
2.3 We take payment from your card, when we process your order and have checked your card details. Products are subject to availability. If we are unable to supply the products, we will inform you of this as soon as possible. A full refund will be given if you have already paid for the products.
2.4 If you enter a correct e-mail address we will send you an order acknowledgement e-mail and order update e-mail(s). These are not order confirmation or order acceptance from us.
2.5 Unless we have notified you that we do not accept your order or you have cancelled it, order acceptance and the creation of the contract between you and us (or the relevant retailer in relation to certain sales which are facilitated by us) will take place at the point the products you have ordered are dispatched from our warehouse to be delivered to the address you have given us. It does not take place until that stage, even though we may have debited your card (see 2.3 above) or we have sent acknowledging e-mails (see 2.4 above). Very occasionally an error may occur resulting in the products described on our website not being the products actually available for sale. If this occurs your order will not be or have been accepted. We may ask you whether you wish to purchase other products we may have available or the products which may have been dispatched to you in error. If so your order will be amended. Otherwise, we will treat any order as cancelled and any incorrect products dispatched will be collected for full refund.
2.6 The contract will be formed at the place of dispatch of the products.
2.7 All orders that you place on this website will be subject to acceptance in accordance with clause 2.5 of these terms and conditions.
2.8 We do not file details of your order for you to access please print out these terms and conditions and the order acknowledgement for your own record.
3.1 Payment may be made by the methods indicated on our website. We do not accept gift card payment for international delivery to France, Germany, Spain and Sweden. If paying by gift card for delivery elsewhere, where your gift card balance is more than the amount of your order, we will deduct the total from your gift card, and leave any remaining balance on the gift card.
3.2 You will be charged the current price for buying products from our website at the date you place your order. All prices are displayed on our website and are inclusive of VAT (where applicable). We reserve the right to amend prices if there is a change in the rate of VAT All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For delivered to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.
3.3 A delivery charge will be applied at checkout, please view our delivery charges.
3.4 We do our best to make sure that prices are correctly shown but very occasionally an error may occur. If this should happen, we will correct the price and ask you to confirm whether you still wish to purchase the products at the correct price. If we are unable to contact you, we will treat the order as cancelled. We will not accept an order if there is a pricing error.
4.1 We deliver to any UK address including most British Forces Post Offices. Alternatively, we are able to arrange for many products to be delivered to a Debenhams store of your choice for collection no later than 14 days after receiving your 'Order Ready for Collection' update email; order details and proof of identity must be produced. For further information on our delivery service including our Click & Collect Service please see Delivery Information. We also offer international delivery to a number of countries, please see International Delivery for list of countries we can deliver to. All orders for international deliveries are subject to our International Terms and Conditions. We do not deliver to PO Boxes, orders placed for these addresses will be cancelled and a full refund will be given if you have already paid for the products. We also deliver to the Republic of Ireland, please visit our website at debenhams.ie.
4.2 Where products are delivered to your home directly by the manufacturer, the manufacturer will call you to discuss a delivery date. The description of an item on our website will indicate whether the delivery is made to your home directly by the manufacturer. Deliveries of these products will generally take a minimum of 15 working days. Delivery of larger products is made between Monday to Friday during normal working hours.
4.3 Orders may generally require a signature to acknowledge delivery. The signature of the person accepting delivery at the delivery address will be proof that delivery has been received by you or the person, to whom the order is addressed. If no one is available to accept the delivery you will receive a card to advise that a delivery has been attempted. and that the product(s) have [either been left with a neighbour or] returned to the warehouse.
4.4 For Click & Collect orders you must collect your order no later than 30 days after receiving your 'Order Ready for Collection' update email. We will hold your uncollected parcel for 30 days. After this date we will refund your purchase. Please note this may take 10 working days for your uncollected parcel to reach our refund point, plus 3 – 5 working days for the card provider to credit your account. Order details and proof of identity must be produced upon collection. For further information please view Click & Collect Service.
4.5 For Next Day Home deliveries please be aware that orders will only be delivered the next working day if the order is placed before 2pm. If the order is placed after 2pm the order will be processed but delivery will not arrive until the second working day. Working Day means all days from Monday to Saturday, but excludes Sunday. For example an order placed before 2pm on Friday will be delivered on Saturday but an order placed on Saturday will be delivered on Monday.
4.6 It is your responsibility to ensure the delivery address is ready and able to accept delivery of the product, in particular that there is space for any delivery vehicle to make the delivery.
4.7 We shall have no liability to you in respect of any delay or failure to deliver a product due to circumstances beyond our reasonable control, including (without limitation) delay or failure caused by adverse weather, strikes or transport problems.
If, for any reason, you wish to do so you have the right to cancel any order you have placed (other than in respect of products made to your specification, clearly personalised or unsealed audio or video recording or computer software). You may cancel an order at any point from placing the order up to fourteen (14) calendar days, from the day after delivery of the product(s) to you. This is in line with the Consumer Contracts Regulations 2013. We are unable to cancel any Next Day Home delivery or Click & Collect orders once they have passed through our payment system. To cancel please either refuse delivery or return via one of our return options.
The following procedures will apply:
5.1 You can either e-mail or telephone our Online Customer Services Team on ‘ 0844 800 8877 or 0344 800 8877. If you have contacted us to cancel before delivery of your products, though your order will have been cancelled, normally delivery cannot be interrupted (except possibly if cancellation takes place within 30 minutes of order). Please refuse any delivery of cancelled products or return them to us. Most products can be returned to a local Debenhams store or by post or our Customer Services department can arrange for them to be collected and in the meantime you must take reasonable care of them.
5.2 For instructions on how to return an order, please visit our Returns & Refunds section. You will not be charged for collection or Royal Mail returns in accordance with our returns process.
6.1 In addition to your cancellation rights as described in point 6 we have a 'Goodwill' policy, for further details please refer to our Returns & Refunds section.
7. Clearance section
7.1 The reductions shown are reductions from the original price charged on the website. Occasionally these prices may have applied more than six months ago.
8. WEEE (Waste Electrical and Electronic Equipment)
8.1 From 1st July 2007, all retailers of electrical products must comply with the Waste Electrical and Electronic Equipment (WEEE) legislation. This is a scheme to prevent all such waste being disposed of in general landfill sites and to promote recycling of components and materials. The legislation aims to minimise the impact of electrical and electronic equipment on the environment by creating products with recycling in mind and encouraging reuse, recycling, and recovery of WEEE.
8.2 The definition of a WEEE product is one whose primary function is dependent on electrical currents to carry out the main function, e.g., a toaster. However, some products, such as a child's soft toy with an electric circuit, is not classed as WEEE as its primary function is a toy. Read further details on product definitions.
8.3 A take-back service operates within Debenhams stores, whether you purchase in store or online. When you purchase a new electrical item from Debenhams you can exchange an old similar item (e.g. a toaster for a toaster).
8.4 In order to do this, you must take your new purchase receipt to store in order to prove that the old item you are bringing back has a new similar purchase to link to.
8.5 You have 28 days from date of purchase to bring back the old item to your local Debenhams store. This period is lengthened to 48 days for debenhams.com Telephone and In Store Ordering customers.
8.6 You may also take the item(s) to your local authority Civic Amenity Site if this is more convenient.
9.1 Certain products are subject to age restrictions as indicated on the product page. By placing your order for any of these products, you confirm that you have reached the required age. Your entire order will be cancelled if we are unable able to verify your age using the details you have submitted. Alcohol can only be purchased by and for individuals aged 18 or over and liqueur chocolates can only be purchased by or for individuals aged 16 or over.
9.2 All measurements are approximate.
9.3 The reproduction of colours is as accurate as the photographic and production process will reasonably allow.
9.4 All risk in the products we supply to you, in particular the risk of any loss or damage, shall pass to you on delivery of the products to the address you specify in your order. Ownership of the products shall not pass to you until we have received payment in full in respect of such products.
9.5 We shall not be liable for any indirect losses you may suffer, including any loss of profit, income or anticipated savings as a result of our failure to comply with these terms or our negligence. Save that our liability in respect of any death or personal injury caused by our negligence shall not in any way be restricted.
9.6 These terms, constitute the entire terms on which we will provide products to you and cancel and supersedes all prior arrangements and representations, whether verbal or written.
9.7 We may amend these terms from time to time at our discretion without notice to you. Any amends will be posted on this website and will supersede any terms and conditions previously published by us.
9.8 No delay or failure by ourselves in exercising or enforcing any of our rights or remedies under these terms shall operate as a waiver of those rights.
9.9 If any one or more of the provisions of these terms should be held by any court to be unenforceable, such provision shall be validly restated to as nearly as possible approximate the intent of the clause and, if such clause cannot be restated for any reason, shall be severable from these terms and deleted.
9.10 You may not assign or sub-contract any of your rights or obligations under these terms to any person without our prior written consent. No third party shall be entitled to enforce any of these terms whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.
9.11 All matters concerning and incidental to any offer or agreement for the purchase and sale of products from our website shall be in English and construed and governed according to English law and the English courts shall have exclusive jurisdiction in all such matters.
THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS
- Debenhams partnership websites
Debenhams plus (By clicking this link you will be directed to debenhamsplus.com)
Debenhamsflowers.com (By clicking this link you will be directed to debenhamsflowers.com)
Debenhams Tailored Shirts (By clicking this link you will be directed to debenhamstailoredshirts.com)
Debenhams Bathrooms (By clicking this link you will be directed to debenhamsbathrooms.com)
Debenhams Business Services (By clicking this link you will be redirected to voucherexpress.co.uk)