Key information for our customers
Our website's running as usual
We're still accepting gift cards & processing returns
Our Standard and Next Day home delivery service is operating as usual
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.
If you'd like to know more about the current situation you can read our latest press release here.
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.
Unfortunately our Customer Service team has been severely disrupted by the Coronavirus pandemic & we only have a very small team answering emails. If you can't find the answer to your query on this page or within our FAQs and need to email us, we apologise, but the waiting time for a response will be substantial.
We'll be prioritising the most urgent queries. This means we won't be able to respond to any queries relating to deliveries unless your order is yet to arrive and it's more than 48 hours later than the maximum delivery timeframe for the service you chose (5 working days for Standard service and next working day for our Next Day service).
Returns are being processed within 24 hours of receipt but delays in the delivery network means your return may take longer than usual to reach us.
We appreciate your patience and request that you avoid sending additional emails unless requested.
Our website and home delivery services are operating as usual.
We're still accepting Gift Cards as a payment option but we're not currently selling new Gift Cards.
To check the balance of an existing Gift Card click here.
Standard home delivery orders will be delivered within 5 working days (working days are Monday-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. 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.
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 will be processed within 24hrs of receipt and you'll receive an email to confirm this has been actioned. Please note: we've seen some delays within the post office and Parcel Shop network so it may take a little longer than usual for your return to reach us and for us to process it. Please bear with us while postal companies work under the current constraints to return your order in a timely manner.
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.
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.
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, you can email our Customer Service team.
Just click the button below that best relates to your query and, if prompted, click 'Allow' to proceed:
If your query relates to Furniture please click here
If your query relates to Insurance or Travel Money please click here
If your query relates to the Debenhams credit card please contact NewDay on 03332202519*
If your query relates to Large electricals or Laptops please call us on 01484481361*
Please note we won't be able to respond to any queries relating to deliveries unless your order is yet to arrive and more than 48 hours later than the maximum delivery timeframe for the service you've chosen.
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.
*Calls to 01 and 03 numbers from private telephones & mobiles, are charged at local rate but may be included as part of any inclusive minutes your phone operator provides.