Frequently asked questions

Ordering

What communication will I receive after placing my order?

Once you have placed your order you will immediately see an on screen Order Summary. You will also receive email updates through every stage of your order. Please click here for an explanation on each status.

Can I change my order?

Once you have submitted your order we are unable to amend it.

How do I cancel my order?

To cancel your order please contact our Online Customer Service Team within 30 minutes on 0844 800 88 77. We are unable to cancel your order after the 30 minute window has passed. Please refer to our Returns & refunds section for further details.

Lines are open Monday to Friday 9am to 10pm, Saturday 9am to 8pm and Sunday 10am to 6pm.
Calls cost 5p from a BT phone line however other networks may vary, calls from mobiles may be significantly higher.

The item I ordered is out of stock. Why was it on the website?

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. If this is the case, we will let you know as soon as possible.

Why has my payment been refused?

For details on why your card was refused, please contact your card issuer.


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Payment

What payment options do you accept?

We accept the following methods of payment and can only accept one payment type per order:

• Debenhams Gold Account card
• Debenhams Account card
• Debenhams Shareholder Account card
• Debenhams giftcard
• Visa
• Mastercard
• American Express
• Delta/Connect
• Maestro

What is Payment Authentication?

Verified by Visa (VbV) and MasterCard®, Secure Code (MSC), (often referred to as 3-D Secure or Payment Authentication), is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. Both schemes work in the same way by using personal passwords, set by you the cardholder, to add an extra layer of protection when you shop online. The instructions that you see on the pages within our site are coming direct from your card issuing bank (eg, Halifax, Barclays, Sainsbury's) and any information that you submit on these authentication screens are securely passed to your card issuing bank, no information will be captured, stored or viewed on any debenhams.com system.

For more information please click here

When will I be charged?

Payment is charged immediately after security checks from your bank issuer and Debenhams have been authorised.


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Delivery

How much will I be charged for delivery?

View a summary of our Delivery charges.

Do you deliver to British Forces Postal Office addresses (BFPO)?

Yes, we offer a delivery service on most products to all British Forces Post Office (BFPO). For weight limitations and mail prohibitions please visit the BFPO website.

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

When will my order be delivered?

Our estimated delivery times are shown on each product page.

View a summary of our Delivery Times.

How do I track my parcel?

You can track most items on your order by clicking on the parcel reference link which will be on your order update email. If there is no reference number and you have not received your order within the delivery times stated, please email our Online Customer Service Team or telephone 0844 800 8877.

Lines are open Monday to Friday 9am to 10pm, Saturday 9am to 8pm and Sunday 10am to 6pm.
Calls cost 5p from a BT phone line however other networks may vary, calls from mobiles may be significantly higher.

What happens if I am out when you deliver?

If you are not available to accept delivery the courier will leave a card to advise that delivery has been attempted. Please follow the instructions on the card.

Can I change my delivery address?

We regret that that once you have submitted your order we are unable to amend the address. Please ensure you enter your address carefully.

Why have I not received all of my order?

If you have ordered more than one item your goods may be packed separately and may possibly be delivered at different times. Please contact our Online Customer Services Team on 0844 800 8877 if you have not received all the items listed on your despatch note.

Lines are open Monday to Friday 9am to 10pm, Saturday 9am to 8pm and Sunday 10am to 6pm.
Calls cost 5p from a BT phone line however other networks may vary, calls from mobiles may be significantly higher.

My order has arrived damaged, what should I do?

We are sorry that your order is damaged, please contact our Online Customer Services Team on 0844 800 8877 and explain to one of our agents that your order is damaged. The agent will arrange for a replacement order to be processed for you.

Lines are open Monday to Friday 9am to 10pm, Saturday 9am to 8pm and Sunday 10am to 6pm.
Calls cost 5p from a BT phone line however other networks may vary, calls from mobiles may be significantly higher.

I have received the wrong goods, what should I do?

We are sorry that we sent you the wrong goods, please contact our Online Customer Services Team on 0844 800 8877 and explain to one of our agents that you have received the wrong product. The agent will arrange for a replacement order to be processed for you.

To return the product simply pack the goods into their original packaging, enclosing the completed returns form, and follow the instructions on the returns note; or refer to our Returns & refunds information.

Lines are open Monday to Friday 9am to 10pm, Saturday 9am to 8pm and Sunday 10am to 6pm.
Calls cost 5p from a BT phone line however other networks may vary, calls from mobiles may be significantly higher.

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International delivery

What countries do you deliver to?

We offer a delivery service to the following countries, subject to Terms & Conditions:

France, Germany, Spain, Sweden, United States, Australia & New Zealand.

How much will I be charged for international delivery?

Our delivery charges differ per country. Please view our Delivery times & charges for further details.

When will my order be delivered?

View a summary of our International delivery times.

Can I change my delivery address?

We regret that that once you have submitted your order we are unable to amend the address. Please ensure you enter your address carefully.

The goods I have ordered have arrived damaged/incorrect, what should I do?

Please email our Online Customer Service team and explain that the product you have received is damaged or incorrect.


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Returns & refunds

What is Debenhams’ refund policy?

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

View our full refund policy.

How do I return an item?

Please click here for details on how to return an item.

How long will it take for my refund to be processed?

If you return your order to a Debenhams store your refund with be immediate, otherwise once we have received your returned item(s) in our warehouse we will process and make a refund within five working days (this may take longer depending on how long your card provider takes to process the payment). We will send you an update email with the status ‘Return refund complete’ once we have processed your return.

Can I return goods purchased online to my local Debenhams store?

You can return goods to any UK Debenhams store, please click here for further information on our returns policy.

How do I arrange for my order to be collected?

We offer a Courier Collection Service for the majority of our products. Please click here for further information, including exclusions.

Can I exchange an item?

Yes, you can exchange your goods but only in a UK Debenhams store. Simply present your despatch note to the store advisor as proof of purchase.


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Collect from store

Can I place an order and have it delivered to my local store?

Yes you can place an order online at debenhams.com for delivery to your local store.

• Delivery is free and collection is available from ALL stores.
• Delivery within 4 working days.
• If your item(s) is not available via this option, the ‘Collect from store’ icon in your ‘Shopping bag’ will be crossed out as follows:

How will I know when my order is ready to collect?

After placing your online order you will need to wait until you receive an email from us informing you that your order is now ready for collection.

How long will I have to collect my order?

You must collect your order within 14 days after receiving your ‘Order Ready for Collection’ update email.

Where should I go to collect my order?

Details of each store’s collection point locations can be found on the individual store pages, see Find a store.

What do I need to bring when collecting my order?

To collect your order you must bring your order update email (or order number) and your payment card for customer verification.

Can someone else collect my order on my behalf?

Yes, if someone else is collecting the order on your behalf, they must bring a copy of your update email (or order number) and additional ID in the form of: passport, driving license, bank card, cheque guarantee card, pension book or proof of age card.


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My details

What is My Details?

By registering My Details your shopping experience on debenhams.com is made quicker as you only have to enter your details once and they will be remembered next time you shop. Once you are registered, you can sign up for emails and be the first to hear about all our great offers, new products, special promotions and exciting events.

What information will be stored?

Information stored within My Details will be your home address, delivery address, your email address and your payment details. You can access and amend your details at any time.

Will my personal information be saved securely?

Yes, all the information you provide is protected using the latest encryption software. Whenever you access My Details you will be asked for your password. In the event that you forget your password, we'll email you a new one that you must use to login. Once you have logged in you will be prompted to change it to something you can remember. For additional peace of mind, you can change your password as often you wish.

Do I need to be registered to shop with debenhams.com?

No, you don't have to be registered to shop online, but if you do you'll find that it makes shopping online with us quicker.

I have forgotten my password, how can I request a new one?

Simply click on Login/Register at the top of the page, click ‘Forgotten Your Password’ and enter your Login ID email in the box provided, your new password will be sent to your contact email address. Once you have logged in with your new password you will be prompted to change it to something more memorable.

Can I change information that is stored in My Details?

Yes, to change any information stored in My Details, login and click on the area that you wish to change and amend accordingly. Once you have finished, click update and always remember to logout so others cannot access your personal data. Logout closes My Details, but still allows you to browse the site.

Please note: If you amend your email address your Login ID remains unchanged. Please continue to login with your original email address. Future correspondence will however be sent to your new email address.


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Promotional codes

How do I use a promotion code?

You will find the below promotion code box on your ‘Shopping bag’ page. To apply the discount, enter the promotion code into the designated field and click ‘Apply’. The total price displayed at checkout is inclusive of discount (where applicable).



Promotional codes cannot be used against handling and delivery charges, Gift Vouchers, Giftcards, Personalised Wedding Stationery, Flowers, Hampers, Wine, Financial Services, Debenhams Kitchen Appliances, Debenhams Electricals, Debenhams Made to Measure Curtains, Debenhams Flowers, Debenhams Designer Flowers, Debenhams Personalised Cards, Debenhams Personalised Art, Debenhams Tailored Shirts, Debenhams Entertainment.

I am a Debenhams Gold Cardholder, how do I receive free delivery?

In order to deduct the postage and packaging charge from your order you need to enter the Gold Card free delivery promotion code in the designated field. The postage and packaging promotional code is printed in your welcome pack and also quoted in your monthly statements.

The promotion code I entered is invalid, why is this?

The promotion code you have entered may have expired, or the start of the promotion may not have started. Please refer to the terms and condition of the offer for more details.

Can I use more than one promotional code?

Yes, providing it’s a free delivery promotion code and a promotion code (i.e. 10% off etc). Please refer to the terms and conditions of the offer for more details.


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Product information

What are Debenhams size guides?

At Debenhams we offer a broad range of different styles and brands and as a result sizes can vary depending on the cut, fabric and style of clothes. Similarly, homeware items such as bedlinen can also vary in measurement. We have put together some useful size guides to help you understand the sizes we offer so that you can find the perfect fit.

View our size guides

What are Debenhams buying guides?

We understand that as a customer you want to buy with confidence. That's why we have put together useful guides that give you expert advice on technical jargon and a whole host of handy tips about what to consider before you buy.

View our buying guides

Privacy & security

Please see our Privacy & security policy for further details.


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