Delivery

Delivery options
Delivery times & charges
Order tracking information
Collect from store
International delivery
Made to Measure Furniture deliveries
British Forces Post Office (BFPO)

Delivery options

The delivery options available to you are shown in your ‘Shopping bag’ using the following icons:

	UK standard delivery within 4 working days for £3.99 (*exceptions apply)
	Free delivery to your local store for collection within 4 working days.
	Delivery to France, Germany, Spain, Sweden, Australia, New Zealand and United States within 10-14 working days from £7

These icons will be shown in your ‘Shopping bag’ as follows:

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Delivery times & charges

We deliver the majority of our orders within 4 working days* for £3.99 (exceptions apply, see table below).

• Deliveries to UK addresses are made Monday to Friday between 9am to 6pm, excluding Bank Holidays.
• Deliveries to the Scottish Highlands and Islands, offshore locations and Northern Ireland may take a little longer.
• Multiple items may be delivered in more than one parcel and at different times.
• For Debenhams Gold cardholders UK standard delivery is free of charge. Simply enter the code from your welcome pack into the promotional code field in your ‘Shopping bag’.

*Please note that the following delivery exceptions apply:

Product Type	Delivery Charge	Delivery Time*
Home & furniture	£3.99 standard delivery	2-4 working days *For large and heavy items, the carrier will contact you to confirm a date for delivery. Please allow up to 10 working days for delivery of these products.
Alexon Dash Minuet Eastex Ann Harvey Kaliko	£3.99 standard delivery	5 working days
Made to order furniture	£3.99 standard delivery	Up to 12 weeks (see below for further details)
BBQ & Garden Furniture	£3.99 standard delivery	2 weeks
Debenhams Kitchen Appliances	Please click here for information on delivery charges & times for these goods By clicking this link you will be directed to debenhamskitchenappliances.com
Debenhams Electricals	Please click here for information on delivery charges & times for these goods By clicking this link you will be directed to debenhamselectricals.com
Debenhams Curtains	Please click here for information on delivery charges & times for these goods By clicking this link you will be directed to debenhamscurtains.com
Debenhams Flowers Debenhams Hampers Debenhams Wine	Please click here for information on delivery charges & times for these goods By clicking this link you will be directed to debenahamsflowers.com
Debenhams Designer Flowers	Please click here for information on delivery charges & times for these goods By clicking this link you will be directed to debenhamsdesignerflowers.com
Debenhams Personalised Art	Please click here for information on delivery charges & times for these goods By clicking this link you will be directed to debenhamspersonlisedsart.com
Debenhams Personalised Cards	Please click here and then select ‘Card FAQs’ for information on delivery charges & times for these goods. By clicking this link you will be directed to hallmark.co.uk/debenhams

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Order tracking information

We will send you email updates through every stage of your order. In each email your current order’s status will be shown. Each order status is explained in the table below.

We deliver most parcels via our courier. You can track these parcels by clicking on the parcel reference link on your email. Once you have clicked on the link you will be directed to the courier website. For information on courier statuses please click here.

Status	Description
Processing	Your order is being processed.
Despatched	Your order has been despatched to the courier. For heavy and large products your order is ready to be despatched by our carrier. The carrier will contact you to arrange a suitable date for delivery. For Collect from store orders you will receive a further order status update when your item(s) are ready to collect (see below for more information on collect from store statuses)
Cancelled Unable to fulfill 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, due to goods being addressed to the incorrect warehouse there may be a short delay in your refund being processes 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.

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Courier status information

Status	Description
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 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.

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Collect from store

Our new Collect from store delivery option means you can now place an order online at debenhams.com for delivery to your local store within 4 working days*.

• 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:

*Please note you will need to wait until you receive an email from us informing you that your order is ready for collection before you collect your item.

Collecting your order from store

• 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.
• To collect your order you must bring your order update email (or order number) and your payment card for customer verification. 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 licence, bank card, cheque guarantee card, pension book or proof of age card.
• Details of each store’s collection point location can be found on the individual store pages. Find your local store
• Please note you must collect your order within 14 days of receiving your notification email.

Returning your Collect from store order

• You can return your order within 28 days of receiving your notification that your order has arrived in store. See Returns and refunds for more information.

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• If your item(s) is not available via this option, the ‘International delivery’ icon in your ‘Shopping bag’ will be crossed out as follows:

International delivery policy:

Delivery duty
All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer.

Please note: Before placing an order it is the customer’s responsibility to check that any products ordered from debenhams.com comply with state and federal government import regulations.

Product exceptions
We do not provide international delivery on the following products:

• Products that are deemed to be hazardous
• Health & beauty
• Alcohol & food
• Selected brands

Debenhams services exceptions
We do not accept international delivery on the following services:

• Orders raised from a wedding gift list
• Orders raised by telephone
• Orders raised in one of our stores

Please view our international terms & conditions

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Furniture deliveries

Made to order furniture
Bed frame & headboard
Divan beds and mattress
BBQs & garden furniture

Made to order furniture delivery

It is your responsibility to ensure that the goods ordered can be delivered to, and will fit into, the property and any entranceways/hallways/corridors etc. are wide enough for the goods to pass through, and also that the goods will fit in the required location within the delivery premises.

The carrier will contact you to notify you that your goods are available and to confirm a date for delivery to the address specified. You are required to take delivery within 14 days of this notification on one of the dates which will be offered by the carrier, otherwise you will be charged an additional fee of £25.00 per week to cover storage costs starting from 14 days after first notification that your goods were available until delivery is made. This payment will be due before delivery.

Deliveries are normally booked at least 7 days in advance; if you need to change a delivery booking for whatever reason then this must be done with at least 48 hours notice or a £25 charge will be incurred to cover the cost of the cancellation.

The delivery service provided is to a room of your choice; we will unpack and assemble your goods and remove any packaging. All deliveries MUST be unpacked so that you can check over the condition of goods before signing the delivery note. A signature will be required to acknowledge delivery. The signature of the person accepting delivery at the delivery address will be proof that you or the person to whom the order is addressed, has received delivery.

You are responsible for checking the condition of the items delivered and must highlight any issues upon receipt with the carrier. The agent will direct all queries at this stage to the manufacturer who will agree a means of resolving the issues that are presented at this time.

Bedframe & headboard delivery information

Metal and wooden headboards and bed frames are delivered within 14 days of order by Express Courier to entrance of property only, so some self-assembly is required for which full instructions are provided. If bedroom cabinet items from the same range are also being purchased at the same time then delivery service is upgraded to "White Glove Delivery" where goods are delivered to a room of choice, unpacked and assembled, and all packaging taken away. Lead time for white glove delivery orders is typically 4 weeks.

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Divan beds and mattress

It is your responsibility to ensure that the goods ordered can be delivered, and will fit in to the property and any entranceways/hallways/corridors are wide enough for the goods to pass through, and also will fit in the required location within the delivery premises.

The carrier will contact you to notify you that your goods are available and to confirm a date for delivery to the address specified. You are required to take delivery within 14 days of this notification on one of the dates which will be offered by the carrier, otherwise you will be charged an additional fee of £25.00 per week to cover storage costs starting from 14 days after first notification that your goods were available until delivery is made. This payment will be due before delivery.

Deliveries are normally booked at least 7 days in advance; if you need to change a delivery booking for whatever reason then this must be done with at least 48 hours notice or else a £25 charge will be incurred to cover the cost of the cancellation.

The delivery service provided is to a room of your choice only, the carrier will not unpack or assemble goods and will not remove and dispose of old beds/mattresses for health and safety reasons. A signature will be required to acknowledge delivery. The signature of the person accepting delivery at the delivery address will be proof that you or the person, to whom the order is addressed, has received delivery.

You are responsible for checking the condition of the items delivered and must highlight any issues upon receipt with the carrier. The agent will direct all queries at this stage to the manufacturer who will agree a means of resolving the issues that are presented at this time.

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BBQs & garden furniture

The delivery service provided is to entrance of property/garden only, the carrier will not unpack or assemble goods. Because we aim to despatch BBQs & garden furniture orders as quickly as possible upon receipt, a delivery booking will not always be made in advance, the carrier however will normally attempt to ring the day before to notify you delivery will be attempted. A signature will be required to acknowledge delivery. The signature of the person accepting delivery at the delivery address will be proof that you or the person, to whom the order is addressed, has received delivery.

You are responsible for checking the condition of the items delivered and must highlight any issues upon receipt with the carrier. The agent will direct all queries at this stage to the manufacturer who will agree a means of resolving the issues that are presented at this time.

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British Forces Post Office (BFPO)

We deliver most items to BFPO addresses, exclusions apply. Please refer to the BFPO website for more information on weight limitations, mail prohibitions and delivery times.

We are unable to offer BFPO delivery for the below brands/concessions, any orders placed will be cancelled: