Key information for our customers

ONLINE ORDERS

We are accepting orders and processing refunds and returns as normal. We continue to accept credit cards, store cards, digital loyalty rewards and beauty club rewards as forms of payment.

We are no longer accepting gift cards, e-gift cards or vouchers online or in store.

Due to high order volumes our standard home delivery service is taking slightly longer than usual, orders should arrive within 10 working days.

Standard home delivery is now only £2.99 on all orders.

We are currently unable to deliver orders to Northern Ireland or Internationally.

Click the relevant button below to find out more about:

RECENT MEDIA COVERAGE

You may have seen recent news reports about Debenhams. We'd like to reassure you that our business continues to trade as usual. We're still taking & delivering orders on our website.

PAYMENT METHODS

Credit Cards
You can continue to pay online and in store with your Credit or Debit Cards as normal.

Debenhams Credit Cards & Store Cards
You can continue to pay online and in store with your Debenhams Credit Cards & Store Cards as normal. Digital Loyalty rewards that have already been accrued on a Debenhams Credit Card or Store Card are also still able to be used as a form of payment. Unfortunately new Loyalty rewards will no longer be accrued when using a Debenhams Credit Card or Debenhams Store Card as a form of payment.

Gift Cards
We are no longer accepting gift cards, e-gift cards or vouchers online or in store.

Beauty Cards
You can continue to pay online and in store with Beauty club rewards. Unfortunately new Beauty Club points will no longer be accrued when placing an order.

STORES INFORMATION

All UK stores are now temporarily closed.

We will re-open stores as soon as the Government advises that it is safe to do so.

Our store finder is up to date with the latest store closures.

We are focused on the safety of our customers and staff and want to reassure you that the safety measures currently in place remain our highest priority.

IMPACT ON RETURNS POST-BREXIT

From 1 January 2021 all International (EU & Rest of World) returns, may be eligible for duty and VAT charges, regardless of when you purchased the goods and how you wish to return them.

We will continue to pay the cost for returning faulty or misdescribed goods from these locations.

For more information click here.

EXTENDED CHRISTMAS RETURNS

ONLINE

Items purchased between Thursday 19th November 2020 and Thursday 17th December 2020, can be returned until close of business on Friday 15th January 2021. For any purchases made after the 17th December 2020, the standard 28-day refund policy applies.

IN STORE

Items purchased between Thursday 19th November 2020 and Thursday 17th December 2020, can be returned until close of business on Friday 15th January 2021. Any purchases made between the 17th December 2020 and the 25th December 2020 (inclusive), the standard 28-day refund policy applies.

Due to the national lockdown you will now have one week after store reopening to return any item that you have been unable to return due to temporary store closures. This date will vary as each store is likely to have a different date for reopening.

Please check here for more details and exceptions.

REFUNDS OF IN STORE PURCHASES FROM & INCLUDING 26th DECEMBER 2020

We will no longer be accepting any returns or exchanges for non-faulty items, change of minds or excluded items purchased on or after 26th December 2020.

Returns of online purchases will still be accepted in store on or after 26th December 2020.

Refunds or exchanges will be accepted where proof of purchase is present for faulty or misdescribed items, or items covered under warranty.

Once a store permanently closes, faulty or misdescribed items, or items covered under warranty, may still be returned to any other Debenhams store that is still trading.

All extended returns policies are subject to our usual exceptions.

REFUNDS

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.

DELIVERIES

We are currently unable to deliver orders to Northern Ireland, For more information click here

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.

^Working days are Mon-Friday & exclude public holidays.
*We will do our absolute best to meet our stated delivery times, but they cannot be guaranteed - this is subject to stock, courier availability and demand.

CONTACT US

If you have been unable to find the answer to your query above, you can visit our FAQS or contact us for more information.

You can contact us via Email or Live Chat.

Email 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.