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Returns

Returning UK orders to any UK Debenhams store is free and easy. If you need to return your purchase, we offer a full refund or exchange within 28 days of delivery or collection – exclusions apply.

To send items back to us you'll need a returns form. You should have received one in your parcel. If you're looking for a replacement returns form or our returns address, you can print these here. To print a Hermes ParcelShop Freepost label click here

You can return most items to us for Free through My Hermes or by paying the postage for any other postal service of your choice. Click the links below for more information:

  • Return using the FREE Hermes ParcelShop service
  • Return using other postal services (delivery charges apply)
  • There are some items, like furniture, rugs and art that you'll need to send back to us by courier or the DPD delivery system; and may incur a delivery charge. You can read more about these items and how to return them by clicking here.

    Our returns policy

    This section tells you which items we'll give you an exchange, refund or gift card for. And which ones we won't. It also explains why, and tells you about your rights as a customer. Click on the links below for a longer or shorter version of our policy.


    Our policy in a nutshell

    We'll give you a full refund as long as:

  • It's been less than 28 days since you received your item
  • You haven't damaged it
  • It's in resalable condition e.g. tags still attached, packaging is unopened, item has not been stained or marked.
  • You have proof of purchase, such as your receipt, e-receipt, delivery note, or your order confirmation email.
  • You have the card you paid with.
  • Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Things that aren't included in our returns policy' section below.

  • Please note, we reserve the right to refuse an exchange or refund if goods are damaged or aren't returned in a saleable condition.


    If you don't have proof of purchase, we can't offer you a refund but we'll offer you an exchange in any of our UK stores as long as your item's included in our returns policy & still has its tags on or an internal label that shows you bought it from us.


    If you paid by card and have your proof of purchase but don't have the card you paid with we can't offer you a refund, but we'll give you an exchange or a gift card for the same amount.

    Our policy in full – what's included and what's not

  • Some items are excluded from our returns policy. You can read about them in the 'Things that aren't included in our returns policy' section below.
  • If your item isn't in our exclusions list, we'll give you a refund or exchange. You just need to make sure that you return your item within 28 days of buying it, receiving it in the post, or collecting it from your chosen Click & Collect location and you have proof of purchase, such as your receipt, e-receipt, delivery note, or your order confirmation email.
  • We'll put the money straight back onto the card you paid with and it should show in your account within 3-5 days. If you paid with a gift card or beauty club card, we'll put the money back onto that instead.

  • If you're returning something because you don't want it (rather than because it's faulty) we must be able to resell it. That means that it should have its original tags on and shouldn't be damaged in any way. Damage can include things like make-up stains, deodorant marks, or strong smells from perfumes.
  • If we don't think the item is in a good enough condition to resell, we're allowed to say no to giving you a refund or an exchange.
  • If you don't have your proof of purchase but your item still has its tags on or something that shows you bought it from us (like an internal clothes label) we'll offer you an exchange in any of our UK stores.
  • Our policy doesn't affect any of your normal statutory rights. Those rights cover you for things like faulty items, or items that are different from how we described them. They also let you cancel orders. You can find more information about statutory rights from your local trading standards department or citizens advice bureau.

  • Things that aren't included in our returns policy

    There are certain items that we can't give you a refund or exchange for, unless they're faulty or different from how we described them. You can check the product page of your item on our website to see whether you can return it. But we've also listed the items you can't return here:


  • Altered items (like clothing we've tailored to fit you)
  • Beds and bedding (like duvets, pillows and bedspreads) that have had their original packaging opened or damaged
  • Cosmetics and fragrances that have had their original packing opened
  • Custom-made, personalised and made-to-measure items
  • Earrings for pierced ears, and other pierced body jewellery
  • Gift food (such as hampers, chocolate or alcohol)
  • Swimwear that has had its tags removed or original packaging opened. You must also keep the hygiene strip in place or we won't be able to give you a refund or exchange.
  • Underwear, lingerie, control wear and hosiery (things like tights and stockings) that has had its tags removed or original packaging opened.
  • Gift Cards, e-Gift Cards or vouchers

  • We also can't refund or exchange anything that was damaged while someone was handling it on your behalf, for example somebody from a freight forwarding, storage or relocation company, or from a hotel or B&B.


    And finally we cannot refund anything without a proof of purchase. (Your proof of purchase can be your receipt, e-receipt, delivery note, or your order confirmation email.)


    Returning your item to us

    Before you read about how to return different items to us, it's worth checking that you'll definitely be able to get an exchange or refund. The items listed here aren't covered by our returns policy. Otherwise, click on the links below to find the best way to return your item.


    Check whether you need to return your item in a certain way

    Most items can be returned to us in-store, sent back to us free-of-charge using the Hermes delivery service or can be sent back using a postal service that you've paid for. But the items we've listed below have to be returned to us in a certain way and this may be a service that you'll need to pay for. Click on each item for more details.


  • Items you bought in store – you'll need to return these in-store, too
  • Furniture, Rugs and Eve products
  • Luggage
  • Wallpaper, wall art & paint

  • Some of our partnership websites also have special processes for returning items or do not accept returns. If you ordered your item online and your confirmation email had a message from one of the following websites, please click on the link to find out whether you can and how to return your items.


  • debenhamsplus.com
  • debenhams-formalhire.com
  • mydebenhamsgiftcards.com
  • debenhamsstoreuk.wgiftcard.co/personalize/debenhams_uk
  • vectr.voucherexpress.co.uk/debenhamsbusiness/Products/Vouchers.aspx
  • youngshirewear.com
  • Returning something you bought in one of our stores

    If you bought your item in a store, you'll need to return it to a store. It's free and the quickest way to get the money back into your account, or to get hold of a gift card or exchange.

    Click here to find your nearest store. You'll need to bring the card you paid with and your proof of purchase.


    Getting a refund

    We'll put the money straight back onto your card, but it could take 3 to 5 working days to show in your account. If you don't have the card you used to purchase with you, we'll give you an exchange or a gift card for the same amount.


    Making an exchange

    If the item you want to take home in exchange is less expensive than your original item, we'll refund the difference onto your card. If you don't have the right card with you, we'll put the money onto a gift card.

    Returning something you bought online in the UK

    There are a few ways you can return your item.


    There are some items you need to send back to us in a certain way. They're listed here. If your item isn't on that list, the quickest way to get a refund is to bring it into one of our stores. To find your nearest store click here.


    You can also send items back to us through the Free Hermes Parcelshop service or via any other postal service. If you want to use one of these options just follow the steps below.


    Return a UK order through Hermes - FREE

    Returning your purchase through a Hermes ParcelShop is fast, FREE and really easy. There are thousands of locations throughout the UK, open early until late 7 days a week.


    Before you get started, please note that there are some items that you won't be able to return through Hermes. You can find the details of these items and how to return them in the section above called 'Check whether you need to return your item in a certain way'.


    You can also find this information on your delivery note. If you've lost your delivery note, please click here to find out how to return your item.


    To return through a Hermes Parcelshop:

  • Put your item(s) in the original delivery packaging (or something similar), along with your completed returns form. If you didn't receive a delivery note with the returns form inside your order you can print one here.
  • Attach the Hermes returns label to the outside of your parcel. You should have received a delivery note in your parcel which included this label. If you didn't, please visit the Hermes Debenhams webpage and follow the steps to get confirmation that your return has been accepted, and print a Free returns label.
  • Drop your parcel off at your nearest Hermes Parcelshop or, if you've arranged for them to collect it, wait for your booked slot. Please note courier collection times are not guaranteed. Please keep hold of your Hermes proof of return until you've got your refund.
  • We'll process your return as soon as your item arrives at our warehouse, but it can take 3 to 5 working days for your bank to show the refund in your account.

  • We do not offer exchanges for items bought online. If the item(s) you ordered arrived damaged or faulty please call us on 0344 800 8877. If we have more stock of the item(s) we'll send you a replacement.


    Return a UK order through any Postal Service

    Before you get started, please note that there are some items that you won't be able to post back.

    You can find the details of these items and how to return them in the section above called 'Check whether you need to return your item in a certain way'.

    You can also find this information on your delivery note. If you've lost your delivery note, please click here to find out how to return your item.


  • Find the returns form and returns address label in your parcel. You can also print them off here.
  • Put your item in the original delivery packaging (or something similar), along with your completed returns form.
  • Attach the returns label to your parcel. Please note this is not a freepost label.
  • Post your return back via your chosen postal service.
  • We suggest asking for proof of postage, and keeping this safe until you get your refund. We'll process your return as soon as it arrives at our warehouse, but it can then take 3 to 5 working days for your bank to show the refund in your account.
  • We do not offer exchanges for items bought online. If the item(s) you ordered arrived damaged or faulty please call us on 0344 800 8877. If we have more stock of the item(s) we'll send you a replacement.

    Returning something you bought online from outside the UK

    Purchases made online from outside the UK can only be returned by post, even if there is a Debenhams store in the country your purchase was delivered to.


    How much it costs

    How much you'll pay to return something to us will depend on where you live and why you're returning your items.


    If your item is faulty or damaged

    If any part of your order arrived faulty or damaged, we'll refund your whole delivery charge. We'll also pay for you to send the items back to us through your local postal service, but we'll need you to contact us before you send anything back.


    If your item is fine but you don't want to keep it

    If you're sending us a return from within the EU, you'll need to pay for the postage, but we'll refund your original delivery charge.

    If you're sending us a return from outside the EU, you'll need to pay for the postage and we won't be able to refund your original delivery charge.


    How to send something back to us from outside the UK

    We are unable to offer exchanges on international orders. Please follow these steps to get your refund:


  • If your order is faulty, please call us on 0344 800 8877 to get an authorisation code before posting back to us. You'll need this code to get a refund for your postage costs back to us.
  • Find the returns form and address label in your parcel. You can also view and print them here.
  • Put your item in the original delivery packaging (or something similar), along with your completed returns form.
  • Attach your address label to your parcel and take it to your nearest postal service.
  • When you send the parcel, ask for a proof of postage and receipt and keep these safe until you've got your refund.
  • If you have returned something because it was faulty please call us on +442073878723 once you have your postage receipt and we'll arrange a refund of your postage costs.
  • We'll refund your money within 24 hours of our UK warehouse receiving your return and we'll send you an email to let you know your return is complete. The money should show in your account within 5 working days (although with some local banks it might take longer).
  • Return something you bought in the sale

    We'll give you a full refund as long as:


  • It's been less than 28 days since you received your item
  • You haven't damaged it
  • Your proof of purchase can be your receipt, e-receipt, delivery note, or a copy of your order confirmation email.
  • Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Our Policy in Full' section under the heading 'Things that aren't included in our returns policy'.
  • Return something you bought with a gift card

    We'll refund the cost of your item back onto the gift card you paid with, so please keep hold of it until you're sure you want to keep what you bought. To get your money back you'll need to make sure that:


  • It's been less than 28 days since you received your item
  • You haven't damaged it
  • Your proof of purchase can be your receipt, e-receipt, delivery note, or a copy of your order confirmation email.
  • Your item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Our Policy in Full' section under the heading 'Things that aren't included in our returns policy'.

  • If you've lost your gift card, please call our customer contact centre on [please insert number]. Depending on how you paid they'll either put the balance onto an e-giftcard for you, or post a physical card, out to you. Please note physical cards can take up to two weeks to arrive.

    Return something without a proof of purchase

    Your proof of purchase can be your receipt, e-receipt, delivery note, or a copy of your order confirmation email.


    If you don't have your proof of purchase but your item still has its tags on, we'll offer you an exchange in any of our UK stores. That's as long as the item is included in our returns policy. You can find a list of the items that aren't included in our policy in the 'Our Policy in Full' section under the heading 'Things that aren't included in our returns policy'.


    If you don't have your proof of purchase and there's nothing on the item that shows that you bought it from us (like a tag or an internal clothes label) we won't be able to offer you a refund or exchange.


    Track something you're sending back to us

    If you're sending something back to us through Hermes, they'll track your item for you. Unfortunately, we can't track anything you return through any other postal service, including Royal Mail. Instead, we'll send you an email once your refund has been processed. Your money should be back with you within 3-5 days of receiving this email.