Returns & Refunds

How to return
Store refund policy
Online refund policy
Refund policy exclusions
Online cancellation policy
International customers

How to return

The method of return varies for certain products so please follow the appropriate instructions carefully. We offer three return options:

Return to store
Courier collection service
Royal mail postage service

Return to store

You can exchange or refund your online order at any UK Debenhams store. Unfortunately, we cannot offer return to store in our international stores including Republic of Ireland branches.

To return to store simply present your goods and despatch note at any service centre and one of our advisors will be happy to process your exchange or refund.

Refunds will be processed to the original payment card, if you do not have the original payment card with you, the advisor will offer you an exchange or a refund on to a Debenhams giftcard.

We regret that we cannot offer return to store services on products purchased on the following Debenhams Partnerships websites:

• Debenhams Kitchen Appliances
• Debenhams Electricals
• Debenhams Personalised Cards
• Debenhams Flowers
• Debenhams Designer Flowers
• Debenhams Personalised Art
• Debenhams Made to Measure Curtains
• Debenhams Tailored Shirts
• Debenhams Entertainment

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Courier collection service

We offer a Courier Collection Service for the majority of our products, however, our collection service can vary so please follow the instructions on your despatch note carefully to avoid delay.

Fashion & Home

To arrange a collection please call the courier directly (you will find the courier’s telephone number on your parcel), alternatively, call our Online Customer Service Team on 0844 800 8877. Lines are open Monday to Friday 9am to 10pm, Saturday 9am to 8pm and Sunday 10am to 6pm.

In preparation for the courier collection please follow the instructions below:

1. Complete the return note and enclose in your parcel
2. Repackage the goods into the original packaging. If you received your order in more than one parcel, please ensure you repackage the item(s) separately enclosing the corresponding paperwork.
3. Peel off the Returns Label and affix to the outside of your parcel
4. Please ensure you obtain a signed Return Reference Number form from the courier as proof of collection for future reference

Just a reminder - For large and heavy goods, collections will be made via a carrier; the carrier will contact you by telephone to arrange a collection date that is convenient to you.

Tripp Luggage

To arrange a collection for Tripp Luggage please call the Tripp Customer Service Team on 0844 264 1614. Lines are open Monday to Thursday 8.30am to 6.30pm, Friday 8.30-5.30pm, Saturday and Sunday closed.


We regret that we are unable to offer this service on the following concessions/brands:

Womenswear Alexon Ann Harvey Coast Dash Eastex Jacques Vert Kaliko Minuet Phase Eight Planet Précis Home Arthur Price Litecraft Montgomery Sheridan Yankee Candle

Womens accessories Betty Jackson Black jewellery Butterfly by Matthew Williamson jewellery Jasper J Conran jewellery Jon Richard jewellery Mood Principles by Ben De Lisi jewellery Simply Silver Star by Julien Macdonald jewellery Health & beauty Cosmetics Fragrance

Footwear Carvela Dune Easy Spirit French Connection Head Over Heels Miss KG Nine West Radley Shoes Roberto Vianni Roland Cartier

Menswear Bear Grylls Ben Sherman suits Centaur Big and Tall suits Craghoppers J by Jasper Conran suits Jeff Banks London suits Karl Jackson suits Limehaus suits Melka Piscador suits Raging Bull Red Herring suits Rocha John Rocha suits St George by Duffer suits Stvdio by Jeff Banks suits

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Royal Mail Postal Returns

Due to our extensive range of products we have three different addresses to return products. In order to avoid unnecessary delays in processing your refund, please ensure that you use the correct Royal Mail Returns label and follow the instructions below carefully.

1. Please use the correct Royal Mail returns label (see details below)
2. Repackage the goods into their original packaging
3. Complete the return label enclosed in your parcel, indicating your reasons for the return, detach and enclose with your parcel
5. Affix the Returns Label to the outside of your parcel
6. Take the parcel to your local Post office and obtain a proof of postage

Returns Label 1 - Debenhams

Womenswear Home Small Electricals Gifts

Download Returns label 1

Having problems downloading the label? Click here

Returns Label 2 - Debenhams

Menswear Kidswear Sportswear

Downloaded Returns label 2

Having problems downloading the label? Click here

Returns Label 3 - Brands & concessions

Womenswear Alexon Ann Harvey Coast Dash Eastex Jacques Vert Kaliko Minuet Phase Eight Planet Précis Home Arthur Price Litecraft Sheridan Yankee Candle

Womens accessories Betty Jackson Black jewellery Butterfly by Matthew Williamson jewellery Jasper J Conran jewellery Jon Richard jewellery Mood Principles by Ben De Lisi jewellery Simply Silver Star by Julien Macdonald jewellery Health & beauty Cosmetics Fragrance

Footwear Carvela Dune Easy Spirit French Connection Head Over Heels Miss KG Nine West Radley Shoes Roberto Vianni Roland Cartier

Menswear Bear Grylls Ben Sherman suits Centaur Big and Tall suits Craghoppers J by Jasper Conran suits Jeff Banks London suits Karl Jackson suits Limehaus suits Melka Piscador suits Raging Bull Red Herring suits Rocha John Rocha suits St George by Duffer suits Stvdio by Jeff Banks suits

Download Returns label 3

Having problems downloading the label? Click here

Download and printing your returns label

By clicking on the above Returns labels links a document will open which you can print. You will need Adobe Acrobat Reader installed on your computer to be able to open the file. If you do not have this installed download it here


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Store refund policy

Should you wish to return an item we will be happy to exchange or refund it within 28 days. We reserve the right to refuse an exchange or refund if the item(s) are returned in a non-saleable condition or are damaged.

Gift receipts

If you are buying an item for another person we will be happy to provide you with a gift receipt – how? Simply ask the advisor at time of purchase that the item is a gift and they will issue you with a Gift receipt along with your normal receipt.

Without proof of purchase

You may exchange (for products only) at the current selling price.

Merchandise reduced by 50%

Items may only be exchanged for product(s) or a Debenhams giftcard. Exclusively for cardholders: You may have a full refund credited to your Debenhams card provided that reduced items you are returning were purchased using a Debenhams card.


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Online refund policy

Should you wish to return an item we will be happy to exchange or refund it within 28 days of delivery. If you have used our Collect from Store service, the 28 days start after you have received your ‘Order Ready for Collection’ email. We reserve the right to refuse an exchange or refund if the item(s) are returned in a non-saleable condition or are damaged.

Refunds will be credited to the card used for the original payment. If you have used a Debenhams giftcard your refund will automatically be credited to the original giftcard, if you no longer have the original giftcard please contact Customer Services on 0844 800 8877. Lines are open Monday to Friday 9am – 10pm, Saturdays 9am – 8pm, Sundays 10am – 6pm.

Made to order furniture refund policy

If you wish to return made to order furniture you must inform us within 7 working days from delivery of goods. A £75.00 charge will be made for the cost of collection. Please ensure the 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 day approval has expired, refunds and exchanges can only be given in accordance with your legal rights.

For information on refund polices for Debenhams Partnerships websites, please click on the links below.

Debenhams Kitchen Appliances (By clicking this link you will be directed to debenhamskitchenappliances.com)
Debenhams Electricals (By clicking this link you will be directed to debenhamselectricals.com)
Debenhams Personalised Cards (By clicking this link you will be directed to hallmark.co.uk/debenhams)
Debenhams Flowers (By clicking this link you will be directed to debenhamsflowers.co.uk)
Debenhams Designer Flowers (By clicking this link you will be directed to debenhamsdesignerflowers.com)
Debenhams Personalised Art (By clicking this link you will be directed to debenhamspersonalisedart.com)
Debenhams Made to Measure Curtains (By clicking this link you will be directed to debenhamscurtains.com)
Debenhams Tailored Shirts (By clicking this link you will be directed to debenhamstailoredshirts.com)
Debenhams Entertainment (By clicking this link you will be directed to debenhamsenterainment.com)


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Refund policy exclusions

We are unable to offer an exchange or refund on gift experiences, furniture, beds, custom made and altered items unless they are misdescribed or are faulty.

Health and hygiene

For reasons of health and hygiene we are unable to exchange or refund the following products once worn or once the packaging has been opened or damaged: Cosmetics, pierced earrings and other pierced body jewellery, hats, hair accessories, fascinators, quilts, duvets, pillows, mattresses, gift food, products containing alcohol, underwear/lingerie, control wear, hosiery and swimwear (unless the hygiene strips and tags are still in place).

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.


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Online cancellation policy

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of goods made to your specification, clearly personalised or unsealed audio or video recording or computer software). Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

To cancel your order, email or telephone our Online Customer Services Team on 0844 800 8877.

If you have contacted us to cancel your order before you have received your goods, unless cancellation takes place within 30 minutes of your order, your cancelled order cannot be stopped and will be delivered to you. Please refuse any delivery of cancelled goods, alternatively, you can return them to your local Debenhams store, post them back to us, or contact our Customer Services department to arrange for them to be collected. In the meantime you must take reasonable care of them. You will not be charged for collection or Royal Mail returns in accordance with our returns policy.

Please see our How to return section for a full breakdown of our returns process.

Further details of your rights under Distance Selling Regulations are available from your local Trading Standards Department or Citizens Advice Bureau.


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International customers

How to return
Refund Policy
Cancellation Policy

How to return

Our free return service does not apply for International orders.

To return your order via your local postal service, please follow the instructions below:

• If a product is faulty or damaged, customers must email Online Customer Services to arrange a refund before posting the goods back. Our Customer Service Team will issue you with a Returns Authorisation code.
• Repackage the product into the original packaging.
• Complete the return label enclosed in your parcel, indicating your reasons for the return, detach and enclose with your parcel.
• Affix the Returns Label to the outside of your parcel.
• Take the parcel to your local postal service and obtain a proof of postage.


Policy

• If a product is faulty or damaged 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.
• Please retain proof of postage and customs documentations including any details of any taxes paid.

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Refund Policy

If you wish to return a product* you have purchased on debenhams.com you may do so providing you cover the postage costs and the item is unused and in a saleable condition. Returns must be made within 28 days of receipt. If the product returned is not in fully saleable condition or the packaging is damaged, we reserve the right to refuse a refund.

Where a product is faulty or damaged 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.

*Products we are unable to refund or exchange
In the interests of hygiene the following products are non-returnable:

• Underwear/lingerie, control wear, hosiery and swimwear unless the hygiene strips and tags are still in place.
• Hats and hair accessories unless unworn and the tags still in place.
• Pierced earrings and pierced body jewellery.
• Quilts, duvets and pillows unless the original packaging remains undamaged and unopened.

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 YOUR LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.


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Cancellation Policy

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order. (other than in respect of goods made to your specification, clearly personalised or unsealed audio or video recording or computer software). This can be done via email. Further details of your right under Distance Selling Regulations are available from your local Trading Standards Department or Citizens Advice Bureau.


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