This Returns Policy applies to goods ordered under a contract with Debenhams.com Online Limited ("Debenhams") and goods ordered under a contract with a third party seller that sells goods on our website (a "Concessionaire Brand"). References in this Returns Policy to "we", "us" or "our" shall be deemed to refer to the relevant Concessionaire Brand where your order relates to a contract with such Concessionaire Brand or, alternatively, to Debenhams where your order relates to a contract with Debenhams.
If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) under the “How to return an item” heading below.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
• Items must be returned within 28 days of receipt.
• Items must be unworn, unwashed and unused with the original labels still attached.
• Pierced jewellery cannot be returned for health and hygiene reasons, unless in a sealed and unopened packet.
• Underwear and swimwear can only be returned if the hygiene seal has not been removed.
• Beauty products, accessories and fashion facemasks cannot be returned for hygiene reasons.
• Shoes must be tried on indoors.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
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.
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 form here 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.
If you’re a customer in the UK or EEA, you have the legal right to cancel your contract if you change your mind until 14 days after you receive (or someone you nominate receives) the products, unless the products are split into several deliveries over different days. In this case you will have until 14 days after the day you (or someone you nominate) receives the last product ordered under that contract.
If you wish to cancel a contract under this section, you just need to communicate this to us within the timescale set out above. If you wish to cancel a Contract with Debenhams.com Online Limited and/or the Concession Brand, the easiest way to do this is to contact us by email at email@example.com. If you wish to cancel a Contract with Debenhams.com Online Limited, You may use a copy of the cancellation form available here, but you are not required to do so.
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.
Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.
All returns are quality checked – items should be returned in a new and unused condition with labels and tags attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
Please note that the return process is different depending on the product you wish to return. The process for returning your products is dependant on whether the individual item was supplied by Debenhams or by a Concession Brand. In order to check if your individual item is from Concession Brand, please check the Concession Name and Brand on your order confirmation e-mail against our Concession Brand list here before returning the products in line with our two processes below.
For items supplied under a contract with a Concessionaire Brand:
Please return the item direct to the Concessionaire Brand that supplied the item by using their returns process. To do so, please follow the instructions provided to return your item that are set out in the delivery note enclosed in your parcel.
You will receive a confirmation email once the Concessionaire Brand has received your parcel and a refund has been processed by the Concessionaire Brand.ㅤ
For items supplied under a contract with Debenhams:
How do I return? ㅤ
UK returns are FREE using the returns portal.
Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
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 over to our Contact Us section 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.
Repack your items.
Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
Select your preferred return option (Print returns label at home or in store options).
Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!
Keep an eye on your return tracking. You'll get an email once we receive your returned item.
<-START A RETURN->
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.
Once a refund has been approved by us we will refund your payment to your original payment method (i.e. card, etc) within 14 days. Please be aware that the refund can then take up to 5 days to appear in your bank depending on who you bank with.
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.