TOP FREQUENTLY ASKED QUESTIONS
Track Your Order here.
If you have received your dispatch email then this means that your order is on the way, simply enter the order number above and hit find order to track your order.
If you have not yet received your dispatch email or don't know your order number then our virtual agent Layla will be able to check on the status of your order.
Some deliveries to Northern Ireland will be shipped via the Republic of Ireland, this is nothing to worry about and happens due to the ferry connection that our carrier uses.
Most of our deliveries can take place between 8am to 9pm. If its after 9pm on your expected delivery date then your order is late. On rare occasions deliveries can be delayed due to events out of our control, when this happens we work with our couriers to get your order moving a quickly as possible. Most delayed deliveries are delivered on the following day.
If your delivery date has passed and you would like us to investigate this further, please use the contact us links below.
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section within 30 days of receiving your order.
To help us get this fixed for you ASAP, when you first contact us please include the following information;
• Your name
• Order number
• Product name and code
• Picture of the fault
• Description of the fault
(The product name and code can be found on your order confirmation email).
If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
Please note, we cannot offer refunds on cosmetics, pierced jewellery and fashion facemasks or on swimwear and lingerie if the hygiene seal is not in place or has been broken
This does not affect your statutory rights.
UK returns are FREE using the returns portal.
You've got 28 days to send something back to us from the day you receive it.
If you’ve received an item that’s not in perfect condition please head down to our Contact Us section below so we can get this fixed for you.
No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. Items must be unwashed, unworn and with the original labels still attached
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
1 Repack your items.
2 Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
3 Select your preferred return option (Print returns label at home or in store options).
4 Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!
5 Keep an eye on your return tracking. You'll get an email once we receive your returned item.
Good to know...
We've gone paperless! You'll no longer receive a delivery note in your parcel.
For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.
This does not affect your statutory rights.
We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!
Ready to Return? Click here.
Please note we've extended our returns to 28 days so a typical refund may take longer than usual.
A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.
The “Debenhams” brand has been sold by Debenhams Retail Limited (in administration) (“DRL”) and is now owned by an entity that forms part of the boohoo group. DRL continues to trade through physical “Debenhams” stores as part of its wind down strategy. Please click here to be redirected to the “Debenhams” stores website which contains information in relation to store locations and opening hours, customer returns and in-store promotions.