Key information for our customers
We've reopened all our stores & look forward to welcoming you back.
Our website & home delivery services are running as usual
Like many others, our business has been impacted by the Coronavirus pandemic. Our number one priority is keeping customers & colleagues safe. As we continue to adapt you'll find our latest updates on this page.
ONLINE ORDERS
Our website and home delivery services are running as usual.
Click the relevant button below to find out more about:
STORES REOPENING
We have now opened all stores across the UK.
For a small number of stores we've taken the difficult decision to permanently close. Our store finder is up to date with which stores are open & the services that are available.
We're excited to be able to start welcoming you back into our stores and want to reassure you that the safety of our customers & staff remains our highest priority.
You can read more about the safety measures we've implemented below.
STEPS WE'VE TAKEN TO IMPLEMENT SAFER SHOPPING
If you're planning to visit one of our stores you can find information about the safety measures we've put in place, which services will remain closed & other useful information to help plan your visit below.
IN STORE SAFETY
Social Distancing
We'll be limiting the number of customers in store at any one time. There'll also be clear signage & our staff will be on hand to help everyone maintain a safe distance.
Extra Cleaning & Hand Sanitiser
To make our stores as safe as possible we'll be cleaning frequently and providing hand sanitiser for staff & customers to use.
Till Point safety
We've fitted Perspex screens at our checkouts & we'll be asking customers to use contactless payment if possible so we've increased our contactless limit to £45.
SERVICES CURRENTLY UNAVAILABLE
Following Government Guidance the following services will remain closed until further notice:
Dressing rooms
Toilets
Beauty services & make-overs
Bra fitting
In store Ordering
OTHER USEFUL INFORMATION
In Store Returns
We've extended our returns window. For more information about returns please click here.
Payment
Whilst we'll be encouraging the use of contactless payment we'll also still be accepting cash or gift cards.
Reward vouchers
Debenhams Storecard reward vouchers that expired whilst our stores were closed will now be accepted up until the 31st August.
Accessibility
Our lifts will be in use, with clear guidance to support social distancing. Washroom facilities will be available for disabled customers on request.
DELIVERIES
Click & Collect delivery is now available in the majority* of our stores. Your parcel will be ready to collect in store within 2 - 4 days.
Standard home delivery orders are being delivered in the usual timeframe of up to 5 working days (working days are Mon-Friday & exclude public holidays).
Next Day home delivery orders should be delivered within the expected timeframe. If your order arrives late we'll be happy to refund the delivery charge.
The fastest way to check the status of your order is to enter your order number - which can be found in your order confirmation email - in our order tracker here.
To deliver orders safely our delivery partner Hermes have introduced a contact free service. If your order requires a signature, the courier can sign on your behalf from a safe distance but they'll need you to answer the door and give permission. For more information click here.
*we are currently unable to offer Click & Collect to Aberdeen, Dundee, Inverness & Perth.
RETURNS
To help at this uncertain time, we've extended our returns policy. We're now accepting late returns of items bought in store or online from the 24th February onward. Our usual exceptions apply.
Late returns are based upon when the majority of stores open per country:
England and Northern Ireland - late returns will be accepted up until 30th June.
Wales - late returns will be accepted up until 7th July.
Scotland - late returns will be accepted up until 27th July.
If you've sent an online purchase back to us for a refund, this will be processed within 24hrs of receipt and you'll receive an email to confirm this has been actioned.
It will take your bank 3-5 days to credit the refund to your account once we have processed it.
For more information about returns click here.
CONTACT US
Our Customer Service team has been severely disrupted by the Coronavirus pandemic and we only have a very small team answering emails. We apologise, because this means, the waiting time for our response will be substantial.
We're prioritising the most urgent queries. For queries relating to delivery, this means we won't be able to respond unless you order is yet to arrive and it's more than 48 hours after the maximum delivery timeframe for the service you chose (5 working days for our Standard service and next working day for our Next Day service).
If you didn't find the answer to your query above, you can contact us by clicking the button below that best relates to your query. If prompted, please click 'Allow' to proceed:
If the reason for your query isn't listed above please click here.
We'd like to thank you for your continued loyalty and assure you that we'll continue to offer the best service we can.