Customer Returns Information

This Returns Policy applies to goods ordered online at www.debenhams.com under a contract with DBZ Marketplace Online Limited ("Debenhams") and goods ordered under a contract with a third party seller that sells goods on our website www.debenhams.com or in store (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) and you order an item online, 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.

For the avoidance of doubt, your right to cancel does not apply to:

1. perishable items (including but not limited to food, alcohol or flowers);
2. unwrapped computer software (including CDs and DVDs);
3. custom-made items and personalised items; and vitamins or supplements where the seal has been broken.
4. If you receive faulty goods, you may also have a right to return these goods and/or to ask us to repair or replace them or get a refund.

Items must be returned within 21 days of receipt. When you purchase Debenhams Deliver+, you will have an extra 14 days on top of our stanard 21-day window to initate a return.

For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty. Items of footwear and/or clothing must be unworn and unwashed with the original labels attached. Footwear must be tried on indoors. Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original unopened packaging. Camping equipment including tents, shelters, sleeping bags, airbeds, camping pillows and sleeping mats must be unused and in their original unopened packaging. Large appliances must not have been installed, unused and in original packaging. This does not affect your statutory rights.”

For furniture returns, items must be in new and unused condition, unassembled and in their original packaging. We do not offer any refund or return in respect of:

1. products which are not returned in a saleable condition;
2. perishable items (including but not limited to food, alcohol or flowers);
3. unwrapped computer software (including CDs and DVDs);
4. custom-made items and personalised items; and vitamins or supplements where the seal has been broken.

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.

Please note that a returns charge from £2.49 per parcel will be deducted from your refund amount. The process for returning your products is dependant on whether the individual item was supplied by Debenhams or by a Concession Brand. For selected large appliances an additional £50 will be subtracted from your refunded amount to cover the cost of collection.

Returns Fees:

• InPost £2.49
• ASDA £2.49
• Evri £2.99
• Royal Mail £2.99

Items labelled ‘Sold & Delivered by Debenhams’ are non-concession products fulfilled directly from our distribution centre. All other items are considered concession purchases and are managed by the individual brand.

For the avoidance of doubt, Beauty store purchases must be returned to the store, and cannot be returned online. Products purchased online can only be returned online and will not be accepted in the Beauty store.

Products bought from Debenhams labelled ‘Sold & Delivered by Debenhams’

Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

You've got 21 days to send something back to us from the day you receive it. When you purchase Debenhams Deliver+, you will have an extra 14 days on top of our stanard 21-day window to initate a return.

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.

1. Login to our returns portal. You will need your order number and email/postcode.
2. Select your preferred return option (Print returns label at home or in store options).
3. Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!
4. Keep an eye on your return tracking. You'll get an email once we receive your returned item.

Start a return now

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 (including beauty products), pierced jewellery, swimwear or lingerie (if the hygiene or product 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.

Cash Refunds for returns can take up to 14 days from the date they were posted back. 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.

Products bought from Debenhams labelled 'Sold & Delivered By a Concessionaire Partner.'

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 or via this link

Please note a one off return fee from £2.49 will be deducted from your refund amount. For selected large appliances an additional £50 will be subtracted from your refunded amount to cover the cost of collection.

You will receive a confirmation email once the Concessionaire Brand has received your parcel and a refund has been processed by the Concessionaire Brand.

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.

If you have ordered from multiple different concession partners, any items you’d like to return will need to be returned to the relevant concession partner.

For the avoidance of doubt, your right to cancel does not apply to:

1. perishable items (including but not limited to food, alcohol or flowers);
2. unwrapped computer software (including CDs and DVDs);
3. custom-made items and personalised items; and vitamins or supplements where the seal has been broken.
4. If you receive faulty goods, you may also have a right to return these goods and/or to ask us to repair or replace them or get a refund.

Items must be returned within 21 days of receipt. When you purchase Debenhams Deliver+, you will have an extra 14 days on top of our stanard 21-day window to initate a return.

For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty. Items of footwear and/or clothing must be unworn and unwashed with the original labels attached. Footwear must be tried on indoors. Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original unopened packaging. Camping equipment including tents, shelters, sleeping bags, airbeds, camping pillows and sleeping mats must be unused and in their original unopened packaging. Large appliances must not have been installed, unused and in original packaging. This does not affect your statutory rights.”

For furniture returns, items must be in new and unused condition, unassembled and in their original packaging. We do not offer any refund or return in respect of:

1. products which are not returned in a saleable condition;
2. perishable items (including but not limited to food, alcohol or flowers);
3. unwrapped computer software (including CDs and DVDs);
4. custom-made items and personalised items; and vitamins or supplements where the seal has been broken.

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.

In the event of a single order consisting of multiple items in which some items are delivered by Debenhams and some by our Concession Partners, a £2.49 fee will be charged per parcel for any Debenhams items returned. A one off fee of £2.49 will be charged for any concession items (regardless of the number of parcels or number of partners you are returning to). For selected large appliances an additional £50 per item will be subtracted from your refunded amount to cover the cost of collection.

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;

1. Your name
2. Order number
3. Product name and code
4. Picture of the fault
5. Description of the fault
6. Part number (for Furniture items - please obtain this from the instruction manual) 

(The product name and code can be found on your order confirmation email).

You now have the option to choose store credit instead of cash for your returns. Just use the returns portal as usual and select “store credit” as a method of return. Customers who choose store credit will experience a quicker refund process.

Sorry, this is not available for goods that aren’t perfect so please contact customer services as usual. For any goods ordered from our Concessionaire Partners, refunds will be processed in the usual way as set out above.

Important information about your credit refund

• Any customers who opt for credit return will receive 20% extra on their refund price. The cost of your returns amount will be deducted from the full amount of your refund. We are sorry but any customers who made their purchase using store credit or a gift card will not receive the 20% extra on their refund price.

• Please note that store credit will only be valid for a period of 90 days from the date you receive it.

• Once you select to receive a credit refund you cannot alter this selection. If you are returning multiple items from one order, under separate returns, the choice you make for your first return will apply to all other returns from the same order regardless of when you return this. For example, if you select “credit return” for the first item from this order, you will receive credit on all additional returns you make from this order.

• You can select a credit refund for items returned to our Concessionaire Partners however, please note that you will only receive credit for Debenhams and not for the Concessionaire Partner.

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.

For the avoidance of doubt, your right to cancel does not apply to:

1. perishable items (including but not limited to food, alcohol or flowers);
2. unwrapped computer software (including CDs and DVDs);
3. custom-made items and personalised items; and vitamins or supplements where the seal has been broken.

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 customerservices@debenhams.co.uk. If you wish to cancel a Contract with DBZ Marketplace 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.

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.

Once you make your return and its received by us, we will get to work on processing your return as soon as we can and issue any refunds due to you back to your original payment method unless you opted for a credit refund.

When you purchase Debehams Deliver+, you can initiate returns within 14 days after expiration of Debenhams 21-day standard return window period.

Debehams Deliver+ is powered by Seel and purchase will be direct with Seel in accordance with their terms and conditions.

Seel shall issue you with return shipping labels for all Worry Free Purchase Product returns in accordance with Seel’s standard policies and procedures for processing returns. The return shipping label provided by Seel shall have Seel’s address. You must return the product within 7 days from initiating the return request.

Unless you have separately purchased the Return Shipping add-on product, you shall be solely responsible for the cost of return shipping and any other costs of returning a product under the Worry Free Purchase Product. If you purchased the Return Shipping add-on product, Seel shall cover return shipping costs in accordance with the Return Shipping terms. Seel shall take receipt of each product returned under the Worry Free Purchase Product and inspect the item.

If you are eligible for a refund under the Seel Return Policy, Seel shall initiate the refund directly to you within 2 days from when Seel approved the return and refund of the product. The refund amount shall be the entire purchase price of the returned product, plus any associated taxes paid by you, less any cost of return shipping and any other costs of returning the product.