Key information for our customers

Our website's running as usual
We're still accepting gift cards & processing returns

Standard home deliveries are currently taking up to 7 working days

Like many others, our business has been impacted by the Coronavirus pandemic. We'll be sharing any changes we make to our stores and online services through this page.

Recent Media Coverage

You may have seen recent news reports about Debenhams. We'd like to reassure you that we're continuing to trade as usual. We're still taking & delivering orders. We're still accepting Gift Card payments & processing online returns.

How Coronavirus Is Impacting Our Business

During this difficult time our number one priority is keeping our customers and colleagues safe.
To do this we're following government guidance and will adapt our business to reflect the latest recommendations.


Your Queries

Unfortunately our Customer Service team is currently working with significantly reduced staffing.

To help answer your queries as fast as possible we've put the answers to the most frequent questions on this page and will be keeping it updated to reflect any changes.


Online Orders

Our website Debenhams.com is running as usual.

Due to high order volumes our deliveries are currently taking a little longer than they normally do.


Deliveries

We're sorry but there have been some delays with our courier network over the weekend. We're working hard to ensure orders are delivered as quickly as possible and thank you for your patience.

Next Day home delivery orders placed on or after Monday 6th April should be delivered within the expected timeframe. If your order arrives late we'll be happy to refund the delivery charge.

Standard home delivery orders are currently taking up to 7 working days to be delivered (working days are Mon-Friday & exclude bank holidays).

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. You can divert your order to a safe place, or the courier will do their best to find one and let you know where they've left your order.

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.


Returns

To help at this uncertain time, we've extended our returns policy. We'll now be accepting late returns up to 14 days after stores re-open. This applies to items bought in store or online and is subject to our usual exceptions.

If you've sent an online purchase back to us for a refund, this should be processed in the usual timeframe and you'll receive an email to confirm this has been actioned.

For more information about returns click here.


Stores Closures

Following Government guidance we closed all of our retail stores on the 23rd March.

We'll reopen as soon as we're told it's safe to do so.

Customers with uncollected Click & Collect orders have been refunded and contacted by email.
Reward vouchers and gift experiences that have expired whilst our stores are closed will be accepted for up to 14 days after stores reopen.


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.

If you didn't find the answer to your query above, or within our FAQs, you can contact our Customer Service team by email. Just click the link below that best relates to your query:

Delivery query Returns query Website query Other query

Alternatively please email us at head.office@contactdebenhams.com.
To help us answer your query, please include your order number & the email address used when placing your order within the email.

We'd like to thank you for your continued loyalty & support and assure you that we'll continue to offer the best service we can.