Can I track my order?

You can track orders online by clicking the 'Track Orders and Returns' link at the top of the page or click here.

We will send you email updates throughout, you will have the option to 'Track your order' by clicking the button on your 'Despatched' update email, and further carrier tracking updates will be available for most orders.

If you are not able to track your parcel please contact our Customer services team.

Carrier Tracking Statuses

Standard delivery orders

Generally you should receive your order within 2-4 working days. You can track your order here. For your information on your courier status please click here.

If you have not received your order and more than 5 working days have passed since ordering, please contact our Customer services team.

International customer

International delivery times vary, to find out more read our International delivery information. If your order is more than 5 days late please contact our Customer services team.

Important: please remember to include your order number.

Republic of Ireland - approximately 3-5 working days. For delivery to ROI addresses please visit our Irish website at debenhams.ie.

Are you collecting your order from a Debenhams store?

Your order should normally be ready to collect within 2-4 working days. We will send you an 'Order ready for collection' update email when your order is ready to collect. If you have not received this email and it has been 5 working days since placing your order, please contact our Customer services team.

o find out where the collection points are for each store please visit our Store finder page.

Furniture orders

For furniture orders with an expected delivery time of 2-8 weeks, the furniture team will contact you to confirm a date for delivery to the address specified. You should expect to hear from the furniture team 2-3 weeks before the estimated delivery. Please see furniture deliveries for further information. For all other furniture, delivery will made between 2-4 working days once you have received your 'Despatched' update email. If you have not received your order and it's been 5 working days since placing your order, please contact our Customer services team. Please see furniture deliveries for further information.

For all other furniture, delivery will made between 2-5 working days once you have received your 'Despatched' update email. If you have not received your order and it's been 6 working days since placing your order, please contact our Customer services team.

Litecraft lighting orders

Generally delivery will be made within 2-4 working days once you have received your 'Despatched' updated email.

If you have not received your order and it's been 5 working days since placing your order, please contact our Customer services team.

Luggage orders

Generally delivery will be made within 2-4 working days once you have received your 'Despatched' updated email.

If you have not received your order and it's been 5 working days since placing your order, please contact our Customer services team.

Debenhams plus website (large electricals, air conditioning, nursery, laptops & PCs, TV & home cinema, bikes etc)

For more information on your order, please contact our Debenhams Plus Team.

Curtains website (made to measure curtains, blinds, accessories & fabric)

For more information on your order, please contact our Curtains Customer Service Team.

Flowers website

For more information on your order, please contact Debenhams Flowers.

We are always happy to help with any query that you may have.

Whether you would like to make an amendment or have a query or complaint about an order that you've already placed or have a general query about our products or services please contact our Customer Services Team on 0843 523 6121.

Our Customer Service Contact Centre opening hours are:

• Monday to Friday 9am to 5pm

If you would prefer to contact us via email, you can contact us on support@debenhamsflowers.com. We will respond as quickly as we can, but please bear with us during busy periods, when we might need a little longer to send you a reply. Please also note that you can place orders online at www.debenhamsflowers.com 24 hours a day.

Contact us

My order is late

Most UK orders are delivered within 4 days*.

You can track you orders online by clicking the 'Track Orders and Returns' link at the top of the page, or click here. We will send you email updates throughout, you will have the option to 'Track your order' by clicking the button on your 'Despatched' update email. For information on your courier status, please see the bottom of this page.

France, Germany, Spain, Sweden - within 6 working days
United States - within 10 working days
Australia, New Zealand - within 14 working days
Republic of Ireland - within 5 working days

If you have not received your order within the delivery times below, or you are unable to track your order, please contact our Customer services team.

Carrier Tracking Statuses

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

I am missing an item from my order

Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times. Please check the items listed on your despatch note. If you are missing an item that is not listed please allow longer for it to be delivered.

If you are missing an item listed on the despatch, please contact our Customer services team.

I have received the wrong item(s)

We are sorry we sent you the wrong item(s), please accept our apologies for any inconvenience this may have caused. Please contact our Customer services team to arrange a replacement order.

To return the product(s) simply pack the goods into their original packaging, enclose the completed returns form, and follow the instructions on the returns note. For more information, see 'How do I return'.

My order has arrived damaged

We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please contact our Customer services team who will organise a replacement to be sent.

My order has been cancelled

There may be several reasons why your order has been cancelled and we apologise for any inconvenience this may have caused. If you would like to check if the item(s) is available in your local store please contact our Customer services team.

This service is only available for UK & N. Ireland stores.

I haven't received my refund

You should expect to see your refund in your account within 5 working days once you have received the 'Return refund complete' update email, please note some banks may take longer than 5 working days to process refund payments.

If you have not received your refund and it has been 10 working days since receiving your 'Return refund complete' update email, please contact our Customer services team.

I have paid more than the price tag states

We are sorry you have had this problem, please contact our Customer services team.

Can I cancel my order?

To cancel your order please contact our Customer services team.

Unless cancellation takes place within 30 minutes of your order, your order cannot be stopped and will be delivered to you.

My order has arrived faulty

You can exchange or refund your online order at any UK or N. Ireland Debenhams store immediately. (Once your refund has been processed it can take your card provider 3 to 5 days working days to credit your account. Refunds will be processed to the original payment card).

To return to store simply present your goods and despatch note at any service centre and one of our advisers will process your exchange or refund or help you order a new item. If you do not have the original payment card with you, the adviser will offer you an exchange or a refund onto a Debenhams gift card.

We regret we cannot offer returns to store on products purchased from the following: Litecraft lighting, flooring, tiles, mobile telephones and Clarity & Swesky branded jewellery.

Litecraft lighting
To arrange a collection for Litecraft lighting products please contact our customer service team on 0161 484 3140. Lines are open Monday to Friday 08.30 to 17.00, alternatively email Debenhams@litecraft.co.uk.

Flooring
Westco Flooring, Floormaker, Klikka, Kronotex
To arrange a collection for any of these brands please contact the customer service team on 02920 376700 or email customerservices@westcodiy.co.uk. Lines are open Monday to Friday 09.00 to 17.00.

Wall and floor tiles
British Ceramic Tiles, Conran, Grupo Halcon, Johnson Tiles, Keros Ceramica, La Fabricca, Laura Ashley, Marazzi, Pavigres, Porcelanosa, Versace, Villeroy and Boch
To arrange a collection for any of these brands please contact the customer service team on 01536 419977. Lines are open Monday to Friday 09.00 to 17.00.

Mobile telephones
To arrange a collection for mobile phones contact our customer service team on 0844 543 2141. Lines are open Monday to Friday 09:00 to 18:00, alternatively email custsup@mobiles.co.uk.

Swesky & Clarity jewellery
Due the high value of these products please call 01656 785 302 or email sales@swesky.co.uk for their insured Royal Mail returns service.

Contact us

Can I track my order?

You can track orders online by clicking the 'Track Orders and Returns' link at the top of the page or click here.

We will send you email updates throughout, you will have the option to 'Track your order' by clicking the button on your 'Despatched' update email, and further carrier tracking updates will be available for most orders.

If you are not able to track your parcel please contact our Customer services team.

Carrier Tracking Statuses

Do you deliver to all UK and Northern Ireland addresses?

Yes we do, however delivery service for furniture does not include deliveries to offshore islands including isle of wight, Isle of Man, Channel Islands and Scottish Isles.

Do you deliver to my country?

To find out if we deliver to your country please read our International delivery information.

We also offer a delivery service to the Republic of Ireland. For delivery to ROI addresses please visit our Irish website at debenhams.ie

Will I need to pay 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.

How much will I be charged for delivery?

UK, N. Ireland - FREE on all orders. Delivery is normally charged at £3.99 (exceptions apply).

Collect from store - FREE on all orders.

In store ordering - FREE on all orders.(some exceptions apply).

Shop online at debenhams.ie

For charges on international delivery, please click here.

If you are a Debenhams Gold cardholder, standard UK delivery is free of charge. To deduct the delivery charge simply enter the code from your welcome pack in the promotion code box on the 'Shopping bag' page.

How long do you take to deliver?

UK, N. Ireland - approximately within 4 working days, exceptions apply*

For information regarding the international delivery dates, please click here.

Republic of Ireland - approximately 3-5 working days.

Shop online at debenhams.ie

*Furniture deliveries vary

*Bank holidays

• Furniture deliveries may take up to 12 weeks
• Deliveries to Scottish Highlands and Islands, off shore locations and Northern Ireland may take a little longer

What happens if I'm out when you deliver?

If you are not available to accept delivery the courier will leave a calling card to advise that delivery has been attempted (please follow the instructions on the calling card). Please note that the courier may leave your parcel with a neighbour, or a secure location - you, will be advised of this on the calling card.

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

Yes, we offer a delivery service on most products to British Forces Post Office (BFPO). Please refer to the BFBO website for more information on weight limitations and mail prohibitions. We aim to deliver to the relevant BFPO collation centre within 2-5 working days. Delivery timescales to the final destination will vary depending on the BFPO timetable, but it is usually within 30 days. Please refer to the BFPO enquiries team for more information.

We are unable to offer this service on selected concessions/brands, any orders placed will be cancelled.

Contact us

Return to store - The fastest way

You can exchange or refund your online order at any UK or N. Ireland Debenhams store immediately. (Once your refund has been processed it can take your card provider 3 to 5 days working days to credit your account. Refunds will be processed to the original payment card).

We regret we cannot offer returns to store on products purchased from the following Debenhams partnership websites debenhamsplus.com, debenhamscurtains.com, debenhamstailoredshirts.com, debenhamsflowers.com, (visit each site for details), Litecraft lighting, flooring, tiles, mobile telephones and Clarity & Swesky branded jewellery, see Return by courier and Return by Royal Mail section.

To return to store simply present your goods and despatch note at any service centre and one of our advisers will process your exchange or refund or help you order a new item. If you do not have the original payment card with you, the adviser will offer you an exchange or a refund onto a Debenhams gift card.

Return by courier - up to 10 working days

We offer a free courier collection service to UK & N. Ireland addresses for the majority of our products*(see excluded brands below) however, our collection service can vary so follow the instructions on your despatch note and the information below carefully.

Items returned by courier can take up to 10 working days to reach us once the parcel has been collected. Once your refund has been processed it can take 3 to 5 working days for your card provider to credit your account.

The quickest way to arrange a collection for fashion and home products is to call the courier. You will find the courier's telephone number on the outside of your packaging.

Alternatively you can call our customer services team on 0844 800 8877. Lines are open: Monday to Friday 08:00 to 23:00, Saturday & Sunday 08:00 to 20:00.

Some of our suppliers offer a separate courier service, listed below, or do not offer courier collections. Click on the relevant letter below to see these brands#

If the brand is on the list, return to stores or by Royal Mail.

In preparation for the courier collection follow the instructions below:

1. Complete the return form enclosed in your parcel, indicating your reasons for the return, detach and enclose with your parcel

2. Repackage the goods into the original packaging. As our product comes from different warehouses it is important that you repackage the item in the original packaging using the correct returns label otherwise your refund may be delayed

3. Peel off the returns label and affix to the outside of your parcel

4. Ensure you obtain a signed return reference number from the courier as proof of collection for future reference

5. Retain your proof of collection until you have received your refund.

Note: for large and heavy goods, collections the courier will contact you by telephone to arrange a collection date with you.

#Excluded brands

Furniture
To arrange a collection for furniture please contact the customer service team on 0844 800 8877. Lines are open Monday to Friday 09.00 to 17.00. Terms and conditions apply.

JML
To arrange collection for items for JML products, weighing more than 5kg, contact the customer service team on 0800 781 7831 to arrange collection. Lines are open Monday to Friday 08.00 to 18.00.

Luggage
Jasper Conran @ Tripp, Nautica, Samsonite, Travel Blue, Tripp, Tripp GT, Velorbis.
To arrange a collection for luggage please contact the customer service team on 0844 264 1614. Lines are open Monday to Thursday 08.30 to 18.30, Friday 08.30 to 17.30.

Litecraft lighting
To arrange a collection for Litecraft lighting products please contact our customer service team on 0161 484 3140. Lines are open Monday to Friday 08.30 to 17.00, alternatively email Debenhams@litecraft.co.uk.

Mobile telephones
To arrange a collection for mobile phones contact our customer service team on 0844 543 2141. Lines are open Monday to Friday 09:00 to 18:00, alternatively email custsup@mobiles.co.uk.

Montgomery curtains
To arrange collection for items from Montgomery curtains or Swish curtain poles, weighing more than 5kg, contact the customer service team on 0800 085 2141 to arrange collection. Lines are open Monday to Friday 09.00 to 17.00, alternatively email debenhamscurtains@montgomery.co.uk.

Walls and floor tiles
British Ceramic Tiles, Conran, Grupo Halcon, Johnson Tiles, Keros Ceramica, La Fabricca, Laura Ashley, Marazzi, Pavigres, Porcelanosa, Versace, Villeroy and Boch
To arrange a collection for any of these brands please contact the customer service team on 01536 419977. Lines are open Monday to Friday 09.00 to 17.00.

Flooring
Westco Flooring, Floormaker, Klikka, Kronotex
To arrange a collection for any of these brands please contact the customer service team on 02920 376700 or email customerservices@westcodiy.co.uk. Lines are open Monday to Friday 09.00 to 17.00.

Wallpaper/wall art/paint
Amy Butler, Barbara Hulanicki, Graham & Brown, Graham & Brown Platinum, Kelly Hoppen, Laurence Llewellyn-Bowen, Marcel Wanders, Monsoon Home, Reggie Yates Photography, Superfresco, Superfresco Easy, Superfresco Paintables.

To arrange a collection for any of these brands please contact the customer service team on 01254 291020. Lines are open Monday to Friday 09.00 to 17.00.

*Return instructions vary for products purchased from Debenhams partnership websites including: debenhamscurtains.com, debenhamsplus.com, debenhamsflowers.com, debenhamstailoredshirts.com, visit the returns section of each website for further details.

Return by Royal Mail - up to 10 working days

UK & Northern Ireland customers

Items returned by post can take up to 10 working days to reach us once you have posted the parcel. Once your refund has been processed by us it can take your card provider 3 to 5 days working days to credit your account.

You can return most products by post# (see exclusions below)

Note: postal returns are not available for products purchased from the following Debenhams partnership websites - debenhamsplus.com, debenhamscurtains.com, debenhamstailoredshirts.com, debenhamsflowers.com. Visit the returns section of each site for further details.

You are required to print off a Freepost returns address label below otherwise you will incur a charge.

In order to avoid unnecessary delays in processing your refund, ensure you use the correct label and follow the instructions carefully.

Return instructions:

1. Print out the correct Freepost Royal Mail label (see below)
2. Repackage the goods into the original packaging. Our products can come from different warehouses. If it is sent to the wrong address, it may delay your refund
3. Complete the returns form enclosed in your parcel, indicating your reasons. Enclose within the parcel
4. Attach the Freepost returns label to the outside of the parcel
5. Take the parcel to a Post Office and obtain a proof of posting
6. Retain your proof of posting until you have received your refund.

Swesky & Clarity jewellery

Due the high value of these products please call 01656 785 302 or email sales@swesky.co.uk for their insured Royal Mail returns service.

#The following products cannot be returned by post, please see the courier section or follow the instructions below:

Flooring

Litecraft lighting

Luggage

Mobile telephones

Walls and floor tiles

Wallpaper, wall art & paint

Montgomery: Most products can be returned by post, but products heavier than 5kg will be labelled with a sticker to indicate they can only be collected by courier service.

JML: Most products can be returned by post, but products heavier than 5kg will be labelled with a sticker to indicate they can only be collected by courier service.

Arthur Price: Most products can be returned by post, but products heavier than 5kg will be labelled with a sticker to indicate they can only be collected by courier service.

Travel insurance: Returns can only be made by calling the travel insurance customer service number on 0844 888 1587

Download and print your returns label

By clicking on the relevant returns label link below, 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.

Returns Label 1
To return products to the following departments: Womenswear*, Women's Accessories*, Lingerie* - Download returns label 1
*Excludes certain brands. See 'Returns label 4' for more details.

Returns Label 2
To return products to the following departments: Home*, Menswear*, Men?s accessories, Kidswear*, Toys and Gifts*, Gift food, Sportswear*, Small electricals Download returns label 2
*Excludes certain items and brands. See 'Returns label 4' for more details.

Returns Label 3
To return products to the following departments: Health and beauty - cosmetics, fragrance - Download returns label 3

Returns Label 4
Download returns label 4 to return products for the following concessions/brands

How do I return a product?

You can return unwanted items via your local postal service. Please note our free return service does not apply for international orders.

Please follow the instructions below:

1. Repackage the product into the original packaging.
2. Complete the return label enclosed in your parcel, indicating your reason for the return, detach and enclose with your parcel.
3. Affix the returns label to the outside of your parcel.
4. Take the parcel to your local postal service and obtain a proof of postage.

If a product is faulty or damaged please contact our Customer services team to obtain a returns authorisation code before returning faulty goods.

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. For products delivered within the EU, we will refund the original delivery charge for any product returned to us in accordance with the Distance Selling Regulations up to the same maximum cost, but we will not refund the cost of returning such goods. Please retain proof of postage and customs documentations including any details of any taxes paid.

*We will only refund the delivery charge if the complete order is faulty or damaged otherwise we will make a pro-rata payment.

Your rights under Distance Selling

UK & N. Ireland customers

Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 7 working days starting the day after you have received your delivery to cancel your order. This does not apply to certain "exceptions" specified at section 13 of the DSRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

If you wish to cancel your order within 30 minutes of placing it, call customer services on 0844 800 8877. If more than 30 minutes have elapsed we will be unable to stop the delivery of your order.

Please refuse any delivery of cancelled goods, alternatively, you can return them to your local Debenhams store, post them back to us, or contact customer services to arrange for them to be collected. During this period you must take reasonable care of the goods. You will not be charged for collection or Royal Mail returns in accordance with our returns policy.

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

Contact us

Telephone: 0844 800 8877
Lines are open: Monday to Friday 08:00 to 23:00, Saturday and Sunday 08:00 to 20:00

International customers

Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 7 working days starting the day after you have received your delivery to cancel your order. This does not apply to certain "exceptions" specified at section 13 of the DSRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This can be done via email - Important: please remember to include your order number on the email. Further details of your right under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.

What is your online refund policy?

Subject to the below exceptions, Debenhams is happy to exchange or refund your purchase within 28 days of delivery, for Collect from Store orders the 28 days starts after you have received your 'Order Ready for Collection' email. Your refund will be credited to the original payment card, if you have used a Debenhams gift card your refund will automatically be credited to the original gift card.

Unwanted goods must be returned in a fully resaleable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

UK & N. Ireland customers
Telephone: 0844 800 8877
Lines are open Monday to Friday 08:00 to 23:00, Saturday and Sunday 08:00 to 20:00.

International customers
If you are an international customer, please click here to contact our customer services team. Important: Remember to include the order number on the email.

Items reduced by 50% or more

Option 1 - You can return your purchase (see Return to Store section) to any Debenhams store within 7 working days following the date of delivery for a full refund. Thereafter we will be happy to provide you with an exchange or refund on to a giftcard within 28 days of delivery.

Option 2 - You can return via our courier network (see Return by courier section) or via the Post Office (see Return by Royal Mail section) for a full refund on to your original payment card.

Option 3 - If you are a Debenhams cardholder, you can have a full refund credited to your Debenhams card via any of the above routes, providing the reduced items were originally purchased on your Debenhams card.

Travel insurance

Debenhams is happy to exchange or refund your purchase within 14 days after you have received your 'activation' email. Your refund will be credited to the original payment card, if you have used a Debenhams gift card your refund will automatically be credited to the original gift card. If you no longer have the original gift card please contact our customer services team (see contact details below).

UK & N. Ireland customers
Telephone: 0844 888 1587
Lines are open Monday to Friday 08:00 to 20.00 Saturday and Sunday 09.00 to 17.30.
Important: Please remember to include your order number.

What is your online refund policy for furniture?

Should you wish to return furniture you must inform us within 7 working days from delivery of goods. A £75 charge will be made for the cost of collection. For outdoor furniture, barbecues and chimeneas, rugs, bean bags, headboards, bed frames, office chairs and desks, lighting, TV stands, hi-fi stands, dining and bedroom mirrors, the cost of collection will be £25.

Please ensure 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 working day approval has expired, refunds and exchanges can only be given in accordance with your legal rights.

*Excludes FURNITURE TO GO products

What products are excluded from your refund policy?

We are unable to offer an exchange or refund on gift experiences, furniture, beds, custom made and altered items unless they are mis-described or are faulty. For reasons of health and hygiene we are unable to exchange or refund the following products:

- Cosmetics/fragrance once the original packaging has been opened, unless faulty.
- Pierced earrings and other pierced body jewellery unless faulty.
- Quilts, duvets, pillows and mattresses, no exchange or refund once the original packaging has been opened or damaged unless faulty.
- Gift food and products containing alcohol, no exchange or refund unless the original packaging is unopened, unless faulty.
- Underwear/lingerie, control wear, hosiery and swimwear, no exchange or refund unless the hygiene strips and tags are still in place and packaging remains unopened and undamaged unless faulty.
- Hats and hair accessories unless tags are still in place and packaging remains unopened and undamaged unless faulty.
- Fascinators, no exchange or refund unless faulty.

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.

VAT refunds

All total prices for goods and services at the checkout represent the total, VAT-inclusive price payable by the customer for those items, regardless of the address for delivery. For deliveries to the European Union (EU), this price includes VAT (or VAT equivalent) at the relevant 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.

VAT receipts

If you are a VAT registered trader, we can provide a VAT receipt in respect of the items purchased from Debenhams.

For purchases from a store, please send a copy of the till receipt to: Tax Team, Bedford House, Park Street, Taunton TA1 4DB (or email taxteam@debenhams.com).

For purchases from Debenhams.com, please quote your order number and send your request to Tax Team, Bedford House, Taunton TA1 4DB (or email taxteam@debenhams.com). Any VAT receipts will be made out to the name and address used when the order was placed.

Fashion, home & furniture products

We offer a free courier collection service for the majority of our products however, our collection service can vary so please follow the instructions on your despatch note or alternatively please follow the information below carefully.

This service is only available for UK & N. Ireland addresses

Luggage products

Brands: Design Go, Jasper Conran @ Tripp, Maisie Moo, Nautica, Orla Kiely, Samsonite, Swiss Gear, Travel Blue, Tripp, Tripp GT, Velorbis.

The quickest and easiest way to return unwanted items is to return them to your local store, or you can arrange for item(s) to be collected. To arrange a collection for Tripp Luggage please call the Tripp customer service team.

Litecraft lighting products

To arrange a collection for lighting please contact our Customer service team.

Walls and floor tiles

British Ceramic Tiles
Conran
Grupo Halcon
Johnson Tiles
Keros Ceramica
La Fabricca
Laura Ashley
Marazzi
Pavigres
Porcelanosa
Versace
Villeroy and Boch

To arrange a collection please contact our Customer service team.

To arrange a collection for mobile phones contact our customer service team on 0844 543 2141. Lines are open Monday to Friday 09:00 to 18:00, alternatively email custsup@mobiles.co.uk.

To arrange collection for items from Montgomery curtains or Swish curtain poles, weighing more than 5kg, contact the customer service team on 0800 085 2141 to arrange collection. Lines are open Monday to Friday 09.00 to 17.00, alternatively email debenhamscurtains@montgomery.co.uk.

Westco Flooring, Floormaker, Klikka, Kronotex
To arrange a collection for any of these brands please contact the customer service team on 02920 376700 or email customerservices@westcodiy.co.uk. Lines are open Monday to Friday 09.00 to 17.00.

Amy Butler, Barbara Hulanicki, Graham & Brown, Graham & Brown Platinum, Kelly Hoppen, Laurence Llewellyn-Bowen, Marcel Wanders, Monsoon Home, Reggie Yates Photography, Superfresco, Superfresco Easy, Superfresco Paintables.

To arrange a collection for any of these brands please contact the customer service team on 01254 291020. Lines are open Monday to Friday 09.00 to 17.00.

To arrange collection for items for Arthur Price items weighing more than 5kg, contact the customer service team on 01543 267350 to arrange collection. Lines are open Monday to Friday 08.30 to 17.00.

To arrange collection for items for JML products, weighing more than 5kg, contact the customer service team on 0800 781 7831 to arrange collection. Lines are open Monday to Friday 08.00 to 18.00.

Plus website (large electricals, air conditioning, nursery, laptops & PCs, TV & home cinema, bikes etc)

To arrange a collection please contact our Debenhams Plus Team

Debenhams Curtains website (made to measure curtains, blinds, accessories & fabric)

For more information on your order, please contact our Debenhams Curtains Customer Service Team.

Contact us

How much will I be charged for delivery?

Collect from store - FREE on all orders.

When will my order be ready to collect?

Delivery will normally take 2-5 working days. However, please note, you will only be able to collect your order once the you have received an email with a 'Ready for collection' status.

Where should I go to collect my order?

The collections points can vary from store to store, to check the location please visit your local store's website via our Store finder page.

How long do I have to collect my order?

Please collect your order within 14 days after receiving your 'Order Ready for Collection' update email.

What will happen if I don't collect within 14 days?

Don't worry this should not be an issue, in most cases the store will be able to hold on to your parcel for a little longer, please try and get to the store as soon as you can. Please contact the store if you are still unable to collect.

What if I can't get into the store?

Please contact the store if you are unable to collect.

What do I need to bring when collecting my order?

Please bring a copy of your 'Order ready for collection' update email. For verification you will also be required to show the payment card you used to purchase. If you did not pay by payment card or do not have this then we can accept photo ID as proof of identification.

If you do not have photo ID then you can provide 2 forms of ID, one stating your name and one stating your address such as a recent utility bill (dated within the last 3 months)

If you have any difficulty printing your 'Order ready for collection' update email then please make sure you bring your order number in with you.

Can someone else collect my order on my behalf?

Yes they can.

Ideally they must bring a copy of your 'Order ready for collection' update email, or if you are unable to print the email, your order number.

They will also be required to show a form of ID for themselves, such as a passport, driving licence, pension book or proof of age card.

Can I cancel my order?

Unfortunately after 30 minutes we are unable to cancel your order. Please visit the store and they will be happy to process your refund. Please note the store will not be able to refund your order until you have received your 'Order ready to collect' email.

Are all products available for delivery to store?

Most products can be ordered for store delivery. If a product is not available the 'Collect from store' icon will be unticked.

Contact us

I have paid more than the price tag states

We are sorry you have had this problem, please contact our Customer services team.

How do I place an order?

To view our helpful guides please visit our New customers page.

Can I change my delivery address?

In order to protect our customers from potential fraud, we are unable to amend address details once the order has been submitted.

The item I want to purchase is out of stock, can you check if it's available in my local store?

Yes, please contact our Customer services team who will do this for you.

Please note: This service is only available for UK and Ireland stores.

Can I place a telephone order and have it delivered to my store?

No, but we are looking at introducing this facility in the near future, you can however place a telephone order and have the goods delivered to your home/work address.

Please note: This service is only available for UK and Ireland stores

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

Yes, most products can be ordered for store delivery. If products are not available the 'Collect from store' icon will be unticked.

Do you have size guides?

Yes, view our size guides.

Do you have buying guides?

Yes, view our buying guides.

What payment methods do you accept?

We accept the following methods of payment:
Debenhams Gold Account card (UK & N.Ireland)
Debenhams Account card (UK & N.Ireland)
Debenhams Shareholder Account card (UK & N.Ireland)
Debenhams giftcard (all countries except Austria, Belgium, Finland, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden and Switzerland)
Visa (all countries)
MasterCard (all countries)
American Express (all countries)
Delta/Connect (all countries)
Maestro (all countries)

Please note: We are only able to accept one payment type per order.

When will I be charged?

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

Will my card details be safe?

Yes, we use 'Secure socket layer' (SSL) technology to encrypt your payment card to ensure your details are safe. We also use Verified by Visa (VbV) and MasterCard®, Secure Code (MSC) (3D Secure).

What is 3D Secure?

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.

Why has my card been declined?

There can been several reasons why your card has been refused. For further details please contact your card issuer.

Can I pay with my giftcard?

Yes you can purchase most products with a giftcard (exclusions apply).

Please remember to keep hold to your giftcard until you are happy with your order.

Exclusions
Giftcards cannot be used as payment for the following: Personalised Wedding Stationery, Flowers, Hampers, Wine, Debenhams Plus, Debenhams Made to Measure Curtains, Debenhams Flowers, Debenhams Tailored Shirts.

In addition giftcards cannot be used as payment for international orders to the following countries: Austria, Belgium, Finland, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden and Switzerland.

Can I use two methods of payment when ordering online?

Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.

VAT Refunds

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 deliveries 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.

VAT receipts

If you are a VAT registered trader, we can provide a VAT receipt in respect of the items purchased from Debenhams.

For purchases from a store, please send a copy of the till receipt to: Tax Team, Bedford House, Park Street, Taunton TA1 4DB (or email to taxteam@debenhams.com).

For purchases from Debenhams.com, please quote your order number and send your request to Tax Team, Bedford House, Taunton TA1 4DB (or email to taxteam@debenhams.com). Any VAT receipts will be made out to the name and address used when the order was placed.

Contact us

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).




Promotion codes cannot be used against handling and delivery charges, gift vouchers, giftcards, personalised wedding stationery, flowers, hampers, wine, financial services, Debenhams Plus, Debenhams Made to Measure Curtains, Debenhams Flowers, Debenhams Tailored Shirts..

My promotion code is not working

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.

I have forgotten to use my promotion code, can I still receive the discount?

Unfortunately, once your order has been submitted we are unable to add this retrospectively.

I have a Debenhams Gold account card, what code should I enter to receive free delivery?

The free delivery promotion code is printed in your welcome pack and will also be quoted in your monthly statements. Alternatively, you can contact our Customers services team (please quote your card number to the adviser).

Contact us

How do I register?

Simply click on Create Account/Login at the top of the page and follow the instructions.

What information will be stored?

Information stored in your account 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, your account is password protected and we also use the latest encryption software. For additional peace of mind, you can change your password as often as you wish.

How do I change the details stored in my account?

Simply 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.

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.

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

Simply click on Create Account/Login 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.

I haven't received my forgotten password reminder email

Firstly, please check your 'Junk' folder, if it's not there please contact our Customer services team.

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Privacy policy

Security policy

Payment Authentication (3D Secure)

Cookies

Access to information

What is WEEE?

From 1st July 2007, all retailers of electrical goods 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.

The consumer has a significant role to play in reducing the impact of waste electrical and electronic equipment on the environment, through re-using or recycling such articles. Some of the components used in electrical and electronic equipment can contain hazardous substances that can damage the environment and present a risk to human health if not properly disposed of.

The crossed out wheelie-bin symbol on products is to remind you that Waste Electrical and Electronic products, batteries and accumulators should not be disposed of with household waste. If you are unable to re-use or recycle your article it should be disposed of at a civic amenity site/local authority recycling facilities.

Waste Batteries
Portable waste batteries, including rechargeable batteries, may be taken back to any Debenhams store, or any other retailer operating an in-store take back scheme, for recycling free of charge. There is no obligation to purchase when returning an old battery.

What is REACH?

REACH is the European Union regulation for the Registration, Evaluation, Authorisation and Restriction of Chemicals. Please click here for details on how to contact us about your 'REACH' enquiry.

Contact us

What are the opening hours for my local store?

To check opening hours for your local store please visit our Store finder.

What departments and services are available in my local store?

To check departments and service for your local store please visit our Store finder.

Do you offer suit hire?

Yes, we offer suit hire in 135 stores. You can also view the collection on debenhams.com.

To speak to one of our stores please call our customer services team on 08445 616 161 and they will be happy to transfer you.

Lines are open:
Monday to Friday 08:00 to 23:00 Saturday & Sunday 08:00 to 20:00

E-mail:
You can also e-mail us at head.office@contactdebenhams.com

The security tag has been left on my items, what should I do?

We're sorry the security tag was not removed, please return the item to your local store. Please bring your receipt so we can identify the date/time and till point this error happened.

I am missing an item , what should I do ?

We are sorry this happened, please return to the store where you made the purchase. Please bring your receipt so we can identify the date/time and till point this error happened.

My product is faulty what should I do?

Please return the faulty item(s) to your local store.

I have a lost property enquiry.

Please return to the store where you lost the item. If this is not suitable please contact our Customer services team and one of our advisers will be able to check with the lost property department for you.

Contact us

If we haven't answered your question, please contact our Customer services team.

Christmas gifts extended returns policy

Items purchased in store from Wednesday 8 November as gifts can be exchanged in store until Saturday 28 January 2012.

What is your Return Policy?

With proof of purchase
Should you wish to return an item(s) we will be happy to exchange or refund providing the return takes place within 28 days of purchase. Proof of purchase includes one of the following: your Debenhams receipt, your credit card receipt, your statement or your despatch note.

Merchandise reduced by 50%
If you are returning items reduced to half price or less you may only exchange or refund on to a Debenhams giftcard. If you are a Debenhams cardholder, you can have a full refund credited to your Debenhams card providing the reduced items were originally purchased on your card.

Without proof of purchase
If you a returning items without a proof of purchase you may exchange at the current selling price for alternative items only.

Concession products
You may only exchange or refund concession items as long as the store you are returning to has the particular concession and you have proof of purchase.

Debenhams Desire stores
Debenhams Desire stores are unable to offer an exchange or refund on items not available in store including menswear, homeware and selected concession products.

We reserve the right to refuse an exchange or refund if the item(s) are returned in a non-saleable condition or are damaged.

What products are excluded from your refund policy?

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

For reasons of health and hygiene we are unable to exchange or refund the following products:

- Cosmetics/fragrance once the original packaging has been opened, unless faulty.

- Pierced earrings and other pierced body jewellery unless faulty.

- Quilts, duvets, pillows and mattresses - no exchange or refund once the original packaging has been opened or damaged unless faulty.

- Gift food and products containing alcohol - no exchange or refund unless the original packaging is unopened, unless faulty.

- Underwear/lingerie, control wear, hosiery and swimwear - no exchange or refund unless the hygiene strips and tags are still in place and packaging remains unopened and undamaged unless faulty

- Hats and hair accessories unless tags are still in place and packaging remains unopened and undamaged unless faulty.

- Fascinators - no exchange or refund unless faulty.

Can I return an item without a receipt?

Yes you can, however you will only be able to exchange your item for other products (exclusions apply).

Contact us

If we haven't answered your question, please contact our Customer services team.

Can I reserve an item in store?

Yes you can, please contact our Customer services team.

Can I have an item delivered to store ?

Yes, most products can be ordered for store delivery. If products are not available the 'Collect from store' icon will be unticked. Please note: Collect from store orders are not available via our telephone order service.

Do you have size guides ?

Yes, view our size guides.

Do you have buying guide ?

Yes, view our buying guides.

If we haven't answered your question, please contact our Customer services team

What payment cards do you accept?

We accept the following methods of payment:
Debenhams Gold Account card
Debenhams Account card
Debenhams Shareholder Account card
Debenhams giftcard
Visa
MasterCard
American Express
Delta/Connect
Maestro

Do you offer gift receipts?

Yes, if you are buying an item for another person we will be happy to provide you with a gift receipt. When you purchase an item, simply ask the adviser for a gift receipt. The adviser will also provide you a normal receipt for your own records.

Can I purchase paper gift vouchers?

Most customers prefer to purchase giftcards, however we do stock paper gift vouchers if you prefer.

Please note: Paper gift vouchers cannot be used to purchase items online.

If we haven't answered your question, please contact our Customer services team

What is WEEE?

From 1st July 2007, all retailers of electrical goods 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.

The consumer has a significant role to play in reducing the impact of waste electrical and electronic equipment on the environment, through re-using or recycling such articles. Some of the components used in electrical and electronic equipment can contain hazardous substances that can damage the environment and present a risk to human health if not properly disposed of.

The crossed out wheelie-bin symbol on products is to remind you that Waste Electrical and Electronic products, batteries and accumulators should not be disposed of with household waste. If you are unable to re-use or recycle your article it should be disposed of at a civic amenity site/local authority recycling facilities.

Alternatively, a take-back service operates within Debenhams stores, whether you purchase instore or online. When you purchase a new electrical item from Debenhams you can exchange an old similar item for recycling (eg, a toaster for a toaster, or a similar small domestic appliance such as a kettle). Debenhams will then dispose of your product responsibly.

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.

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.

Waste Batteries
Portable waste batteries, including rechargeable batteries, may be taken back to any Debenhams store, or any other retailer operating an in-store take back scheme, for recycling free of charge. There is no obligation to purchase when returning an old battery.

What is REACH?

REACH is the European Union regulation for the Registration, Evaluation, Authorisation and Restriction of Chemicals. Please click here for details on how to contact us about your 'REACH' enquiry.

How do I book a wedding list appointment?

You can book a wedding list appointment at over 120 stores, so there is certain to be one convenient to you. Please contact our Customer services team to arrange a time that suits you. To find your local store, click here

I need to cancel my wedding list appointment - how do i do this

To cancel your appointment, please contact our Customer services team.

How do I register my wedding details?

You can register your list in store or online. After registering online we will email you with a unique password and, as a special thank you for registering with us, we'll give you a ?50 giftcard* and 10% off remaining items when your list is complete. You can also register by calling our Customer services team at a time that suits you.
*A minimum of ?250 must be spent on products or giftcards to be eligible for this free gift. Ask a member of staff for more details.

> Register online

I have registered my details online, why haven't I received my password?

Some email providers, such as Hotmail, and Yahoo, use a junk mail filter. Please make sure that you check all your folders in your email account to see if your password has been directed there. Alternatively, contact our Customer services team.

What is my login?

Your login will be the email address you entered when you registered your list.

What do I do if I've forgotten my password?

Click on ?Forgotten Your Password' on the login screen and we'll email you with a new password. It's important to keep your password in a safe place and known to only you and your partner to ensure; only the two of you will be able to access your list and make changes.

How do I change my wedding registration details?

If you wish to change any of your wedding registration details, eg, the date of your wedding, or your address, please contact your assigned Debenhams store.

What types of gift list options are available to me?

Before creating your list think about which gift list is right for you. At Debenhams we have made it as easy as possible to create your ideal gift list, with a number of gift list options for you to choose from including gift card, honeymoon and charity options. You even have the flexibility to combine the best bits of all these options so you can get exactly what you want.

View our gift list options

Can I change the date of my delivery?

Yes, you will need to contact the store that is looking after your list, please click here for contact details.

When should we compile our list?

We recommend you compile your list three months prior to your wedding, but no less than six weeks.

How do we compile our list?

You can compile your gift list in the most convenient way for you. You can either:

1) Make an appointment in store with one of our wedding experts
2) Or create it from home at debenhamsweddings.com

> Create a gift list

How do I inform my guests that my gift list has been set up?

Once you have registered with us and created your gift list we will provide you with guest cards informing them of your list number. Simply insert these with your wedding invitations. You can also spread the word via your own free personalised website.

I have seen coded letters on my list when I click on ?View my Purchases'. What do they all mean?

The different codes you see are to let you know about the status of that particular item. Below is a table illustrating what each code means:

Can prices of items change from when we first set it up?

Prices are subject to change between the time you compile your list and when the gifts are purchased. The prices on your copy of the list are a guide only; guests will be charged the current price on the day they make their purchase.

Can we manage our list online?

Yes, you can manage your list at debenhamsweddings.com once you have fully registered your wedding details with us. Once set up you'll be given a password. Login to add more items, bookmark favourites and see what gifts have been purchased and by whom.

What if we need to add more items later on?

Quantities of items already on your list can be decreased or increased online - simply follow the instructions when you login. You can add additional gifts online or contact your wedding expert for further help if you compiled your wedding list in store.

How many items should we add?

As a guide, you should aim to list two to three items for every guest attending your wedding. It's better to have too many gifts than not enough. Remember to include a wide selection of prices, and don't be put off having more expensive items on there - friends and family may want to club together. You should also include a gift card which you can spend after your wedding or use to save for larger items - we will also credit this with ?50 once ?250 is spent on your list.

Can we add larger appliances to our list?

Yes, we have a wide selection of electricals and large appliances including TVs, cookers, dishwashers and fridges as well as some online exclusives that can be added to your gift list.

How do our guests buy items?

Guests can buy items on your wedding list from any Debenhams wedding store, online or by calling our Customer services team. The gifts will either be held at the store and delivered to you for FREE, or your guests may take gifts themselves to give to you personally.

> Buy from a list

Can we buy items on our list?

Yes, Debenhams gives you the opportunity to buy any outstanding items from your list after your wedding, and our special 'Buy the Balance' offer means you'll get 10% off most purchases. *Selected concessions will not be participating.

> Manage your list

How will we receive our gifts?

You have the option for delivery before or after your wedding. We take great care to ensure your wedding gifts are packed securely and all deliveries are FREE of charge.

Why will some items not arrive until after the wedding?

If gifts are ordered within two weeks of your wedding date they might not be available immediately and may have to be placed on order. It can take up to 12 weeks for items to arrive in store so we will make a delivery to you after your wedding when all purchases have been fulfilled.

What do we need to know about delivery and returns?

If after your wedding there is an item you wish to return, please contact your store to arrange an exchange or to have the money credited to your giftcard. All your items will be delivered to your nominated address FREE of charge.

Contact us

If we haven't answered your question, please contact our Customer Services team.

How do I place an order from a wedding list?

You can place a wedding list order online, by clicking please click on the Buy from a list on our weddings page, link on the wedding's page and follow the on-screen instruction. Alternatively, you can place your order over the phone by calling our Customer services team or by visiting the Wedding Service in store.

Can I use a promotion code to purchase from a wedding list?

No, all promotion codes are excluded from wedding list orders.

When will my order be delivered to the bride and groom?

Your gift(s) will be delivered with all gifts on a date that has been agreed by the bride and groom. Generally most bride and grooms prefer to have their gifts delivered after their wedding.

If we haven't answered your question, please contact our Customer services team.

Do you offer suit hire?

Yes, we offer suit hire in 135 stores. You can also view the suit hire collection online.

Contact us

If we haven't answered your question, please contact our Customer services team.

How do I book a Personal Shopper appointment?

You can book an appointment via our online booking service, or alternatively you can book an appointment by calling our Customer services team.

I need to change the date of my Personal shopper appointment

To change the date of your appointment, please log-in to our online booking service. Alternatively, contact our Customer services team.

I need to cancel my Personal shopper appointment

To cancel your appointment, please log-in to our online booking service. Alternatively, contact our Customer services team.

Contact us

If we haven't answered your question, please contact our Customer services team.

What are the benefits of having this card?

As a Debenhams Beauty Club member you'll benefit from the following:

- Free Delivery on all online orders
- Free beauty makeovers whenever you want them
- Exclusive gifts, samples and special offers from your favourite brands
- Earn points on any beauty or fragrance item
- Regular beauty gossip emails packed with the latest beauty news, hot products and exclusives
- Expert skincare consultations
- Tips and advice

Earn the following points on your reward card:

3 points for every £1 you spend on beauty, fragrance or beauty electricals in store or online
500 Points = £5 Reward
Maximum 1,500 points are converted per month.

What are the Beauty Card terms and conditions?

View the Beauty Club terms & conditions

How do I get FREE delivery for my beauty purchases online?

When you buy any beauty or fragrance item online you will receive FREE UK delivery. To qualify, simply type SHBC in the promotion box in your 'Shopping bag' and enter your Beauty Club Card details on the payment page and we'll automatically apply FREE delivery. Delivery of your item(s) can take up to 3-4 working days

If we haven't answered your question, please contact our Customer services team.

How many points do I get?

3 points for every £1 you spend on beauty, fragrance or beauty electrical in store and online.

Multiple items can be purchased together to earn more points

500 Points = £5 reward

Where are my points/rewards?

Online orders: Your points will not show until after despatch.

In store purchases: Your points will not show on your balance until the following day.

Bonus points: Should be added to to you balance in time for next reward conversion date, but not necessarily at the same time as your 'purchase' points.

Points will only convert to rewards at the end of each month - providing your card has been registered.

If you don't earn points on your card for a period of 12 months all existing points will expire.

Rewards will expire after 6 months.

If you have returned an item the relevant points will be removed under the terms and conditions of the offer.

Can I collect points with all beauty purchases?

You can collect points on all your beauty and fragrance purchases in store and online.
Includes personal care items, eg. hairdryers; excludes mens accessories.

Can I earn points and redeem rewards with purchases online?

You can collect points online and you can earn 3 points for every £1 spent. To collect points you need to enter the 18-digit points ID on the back of your card when you checkout on the payment details page.

You can also take advantage of FREE delivery on all your beauty purchases by entering code SHBC at in your 'Shopping bag'.

Unfortunately, you cannot currently redeem your reward £'s online, however, we are working on this so look out for future announcements.

In store you can earn points and redeem your rewards in the same transaction.

Is there a minimum spend when I redeem my reward £s?

No, you can redeem rewards against any cosmetics or fragrance product or beauty treatment, even if the product is under £5, the remaining reward £s will stay on your beauty club reward card.

How much would I have to spend to get 500 points / £5 reward?

You would need to spend approx £166.66 to earn 500 points.

Plus, you will have the opportunity to earn BONUS points from the many offers we run throughout the year.

Maximum 1,500 points are converted per month

Contact us

If we haven't answered your question, please contact our Customer services team.

How do I activate my card?

In order to become a full member of the Beauty Club you need to pick up a card in store. You can start earning points straight away, however, you must register your card online in order to convert your points into reward £s. Please note you will need a valid email address to register your card.

What if I forget to use my Beauty Club reward card when I make a purchase?

If you purchased in a store, you need to take your till receipt into your local store within two months of purchase and they will add the points on to your card.

If you made an on-line purchase, you need to take your despatch note into your local store within two months of delivery and they will add the points to your card.

How do I know how many points and rewards I've got?

When you make a purchase in store your till receipt will show how many points you have collected on that transaction.

You can also check your point / reward balance online at any time. To do this simply go to 'My Account / balance check'.

We will convert points to reward £s on a monthly basis so if you have reached or exceeded the 500 point level you will get an email notification to, show how many points you have collected and how many reward £s you have to spend.

Rewards have a six month expiry date and this will be clearly stated in this email.

What do I do if I lose my card?

If you have lost or had your Beauty Club reward card stolen, don't worry, just follow these easy steps:

- Login to your Beauty Club card account and register your card lost or stolen.
- Go to any Debenhams store and pick up a new Beauty Club reward card.
- Log into your 'My Account' to register this new card as a replacement on your existing account. Your existing points and rewards will transfer across to your newly registered Beauty Club reward card.

This transfer of points and rewards can take up to 24 hours which means you will not be able to spend any saved rewards £s until after this time. However, you will be able to start earning more points on your replacement Beauty Club reward card straightaway.

Contact us

If we haven't answered your question, please contact our customer service team.

How do I apply for a Debenhams MasterCard?

You can apply for a Debenhams MasterCard in any one of our UK stores. If your application is successful, you will receive a temporary account card which will allow you to save 10%* on the day of account opening plus you will enjoy 500 Bonus Points, which you will receive in a form a ?5 Reward Voucher in your first statement.

* Selected departments, products and services (in particular certain concessions, financial services, giftcards and vouchers) are excluded. Please ask in store for further details.

What's the difference between a Debenhams MasterCard and Debenhams Store Card?

With a Debenhams MasterCard or a Debenhams Store Card you can enjoy exclusive cardholder privileges and benefits that make shopping special. Find out more by clicking the following links
- Debenhams MasterCard
- Debenhams Store Card

What's the difference between a Debenhams MasterCard and Debenhams Store Card?

With a Debenhams MasterCard you can pay for goods at over 24 million places around the world, and you collect Reward Points every time you use it. The Debenhams Store Card is no longer being issued to new card applicants.

How often will I receive Reward Vouchers?

Every 3 months we'll automatically convert the Reward Points you've collected by shopping on your Debenhams Card into Reward Vouchers. Your Reward Vouchers can be used to treat yourself on whatever you want at any Debenhams UK store, when you pay with your Debenhams Credit Card. Reward Vouchers are sent out in January, April, July and October, so keep an eye out for them in the post.

How many Reward Points will I collect each time I use my Debenhams Card?

You'll earn 3 points for every ?1 you spend on your Debenhams Credit Card at Debenhams, and MasterCard customers will also earn 1 point for every ?2 spent anywhere else. The Debenhams MasterCard is accepted at over 24 million places around the world. The more you shop with your Debenhams Card, the more Reward Points you'll earn and the more Reward Vouchers you'll enjoy!

How often will I receive Reward Vouchers?

Every 3 months we'll automatically convert the Reward Points you've collected by spending on your Debenhams Credit Card into Reward Vouchers. Your Reward Vouchers can be used to treat yourself to whatever you want at Debenhams, when you pay with your Debenhams Credit Card. Reward Vouchers are sent out in January, April, July and October, so keep an eye out for them in the post.

How do I become a Debenhams Gold Card holder?

Spend at least £500 within one year and you may be invited to become a Gold Debenhams Card customer. It is subject to status and by invitation only. Invites will be sent directly to you with a new Debenhams Gold Card welcome book to inform you of the new benefits.

Who are Santander Cards UK Limited?

The Debenhams Credit Card and Debenhams Store Card are operated by Santander Cards UK Limited - part of the global Santander Cards Division, which operates in 11 countries and has a combined portfolio of over 24 million credit cards and 48 million debit cards around the globe.

Our customers can have absolute confidence in the strength and stability of our Credit Card and Store Card products and peace of mind that they can expect the highest levels of customer service and that their personal data is kept in a safe and secure environment.

Together with Debenhams, Santander Cards is committed to offering customers innovative and great value credit products.

What is the lending code?

This is a voluntary code of practice which sets standards for financial institutions to follow when they are dealing with their personal customers in the United Kingdom. You can access the consumer guide to the code here.

Can I view my Debenhams Account card online?

Yes, you can view your Debenhams Card account online, make payments and contact our Customer services team through the account management area of Debenhams Personal Finance. Just make sure you're registered with us first (once you've registered you'll receive your details and password via email within 24 hours).

Why does the account management area sign me off after a period of inactivity?

For your security we log you out of the account management area after 10 minutes of inactivity. We do this to protect you from unauthorised access to your account details if your computer is left unattended.

I want to change my address

If you'd like to change your address, please contact Debenhams Card Customer Helpline.

How do I make an enquiry about my account?

You can either login to the account management area of the site (under 'Manage my account') and send an email to our customer services team, or alternatively you can call our Debenhams Card Customer Helpline.

What should I do if my Debenhams Card is lost, stolen or used fraudulently?

If your card has been lost or stolen you should report it to us immediately on our Lost and Stolen Card Helpline.

We will stop all transactions and will arrange for a replacement card to be sent to you as soon as possible.

What should I do if I receive a suspicious or fraudulent email about my card?

We will never ask for your security or personal details by email. If you receive such an email, follow the steps below:
- Do not click on any links or open any attachments within the email
- Forward your email to Santander Cards, at phishing@santandercards.co.uk
- Delete the email from your inbox.

Please be assured that we take these reported incidents seriously.
If you want to know more about security and banking, please visit www.banksafeonline.org.uk which has been set up for the UK banking industry.

I haven't received my statement

Please contact our Debenhams Card Customer Helpline.

I have been charged a late payment fee

To discuss the late payment charge please contact our Debenhams Card Customer Helpline.

I want to close my account

Please contact our Debenhams Card Customer Helpline.

I have a dispute with Santander

Please contact our Debenhams Card Customer Helpline.

Contact us

If we haven't answered your question, please contact our Debenhams Card Customer Helpline.

Who can I contact if I have a problem or question about my application?

If you are applying for a store-based role you can contact our Retail Resourcing team either by email at jobs@debenhams.com or by calling us on 08445 616162, selecting option 1, then option 1 again.

If you have any general queries relating to Head Office vacancies please email us at headoffice.resourcing@debenhams.com

If I have problems with my online application can I apply in another way?

For store-based roles we encourage candidates to apply online. If you have problems with your application we may be able to take your application over the phone. Please call our Retail Resourcing team on 08445 616162.

For Head Office roles, all applications should be made online. If you do have any problems with your application please call 0845 2689191 and press option 2.

Can I apply for more than one job?

Yes you can. However, please think about the most appropriate role that matches your skills and experience: only apply for suitable roles.

Will I be notified on receipt of my application?

Yes, you will receive a confirmation email that we have received your application.

Can I apply if I don't have a work permit?

No, unfortunately we are unable to accept applications from candidates who do not have a valid work permit or visa.

What can I expect from an interview?

The interview process depends on the job role that you have applied for. The process is likely to involve an initial telephone interview and then a face-to-face interview at the next stage. Some of our roles involve a second interview stage, practical exercises or attending an assessment centre. The interview process will be discussed with you in advance if you are progressed to this stage.

How should I prepare for my interview?

If you are shortlisted for interview it's important that you prepare fully in order to give the best impression possible. The following suggestions can be used as a guide:

- Read the job description so that you fully understand the role that you are applying for.

- Think about your work experience and examples of how your experience is relevant to the role.

- Do your research about Debenhams by visiting our website, visiting your local store and talking to any current employees.

- Remember to bring your passport or birth certificate to your interview as evidence of your eligibility to work in the UK.

Will I get feedback after my interview?

We will inform you of the outcome of your interview or assessment centre within two weeks. We also give all applicants the option to request specific feedback on their performance at the interview.

What training will I receive if I join Debenhams?

Your training will depend on the role that you apply for. Usually it will combine both practical and a hands on approach with technical classroom-based training sessions. Whatever your role you will always be given a thorough training as part of your induction.

Will I have to wear a uniform?

For store-based roles you may be required to wear a uniform. This will depend on your job role. If required, Debenhams will provide you with an appropriate uniform to ensure that you can project a professional image of the company and also enable customers to easily identify that you work for Debenhams.

In Head Office the dress code is business wear.

Where is your Head Office based?

We have two main Head Office locations. We have offices in the West End of London near just off Oxford Street. Our buying, merchandising, design and quality assurance functions are based here along with most of the support functions of our business

We also have a smaller Head Office location in Taunton, Somerset. Our customer contact centre and print function are based here along with parts of our information systems, HR, retail resourcing and finance teams.

I've heard that there is a new store opening close to my home, how can I apply for a role here?

All applications for new stores are online and will be advertised on our website. We usually advertise in the local press when we are starting our recruitment campaign. This is usually about five months prior to the Store opening.

Do you have any vacancies in your overseas stores?

We have many international stores around the world. Local franchise partners operate these stores and their staff are employed by them, not Debenhams.

We do have an international division in Head Office that liaises closely with our franchise partners. Many of these roles involve international travel. Any vacancies in this team will be advertised under Head Office opportunities.

When do you begin recruiting for Christmas staff in your stores?

We start recruiting for our Christmas staff from August onwards. Most of our temporary Christmas opportunities are filled by the beginning of November each year.

Do you offer work experience in your Head Office or stores?

If you are looking to gain retail experience whilst studying we offer the following opportunities:

In Head Office we have a business placement programme each year that is open to university students who wish to work during the 3rd year of their degree course. We offer up to 45 placements a year in Head Office across buying, merchandising, marketing and various support functions. This is a year's placement starting in July. It is only for students taking a sandwich degree course and a year out in industry.

Our retail resourcing team is unable to arrange any unpaid work experience in our stores. Work experience in stores is at the discretion of the store manager. You will need to put any requests in writing to the store manager.

Do you offer summer internships?

We do not offer a summer internship programme in Head Office. Some students decide to take up temporary positions throughout the summer in their local stores in order to gain some hands on experience.