Frequently asked questions
I've seen an item in store but I want it delivered, is this possible?
Not at the moment. All home delivery items come from our central distribution centre, we don't collect items from stores, so there may be times when a product is available to reserve in store but unavailable for delivery. Once stock of that item is replenished in our central warehouse, home delivery will be available.
Can you transfer stock between stores?
Maybe in the future, but we don't offer this service at the moment.
Can I get a home delivery item delivered to a store?
For security reasons, no. Home delivery orders are sent from our central distribution centre to your specified address only. This is to provide a consistent and secure delivery service for all of our orders, and protect customers from having their items intercepted. Additionally, some of our home delivery items are large and/or heavy, so we prefer to let professional couriers bring them to you safely.
I've seen an item in-store, why can't I find it online?
We offer a wide range of products so it isn't always possible for our online store to match the availability of our in-store range. The same is true of the reverse, as we offer an expanding range of products that are exclusively available online.
If you've seen an item at your local Dunelm, get in touch with the store to check if it's still available. Use our store locator to find the right contact details.
How can I pay for my order?
You'll need a credit or debit card registered to a UK address to pay for your items online. We accept the following cards: Maestro, Visa Debit, Visa Credit and MasterCard. We also accept payment via UK registered PayPal accounts.
How do I pay with PayPal?
Check out as normal and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment. Once you have completed this, you will be returned to dunelm.com to view our confirmation order page.
We'll send you an email with the details of your order, and you should also receive two emails from PayPal firstly to notify you that a payment has been authorised to us, and then to let you know payment has been sent to us once we have dispatched the order.
Is the website secure?
Yes. Our website is secured using an SSL EV certificate, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are a great priority to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see the security section on our Privacy & Cookies page.
My credit card is registered abroad, can I place an order to be delivered in the UK?
We only accept payments from cards registered to a UK address at present, regardless of the delivery destination.
Can I change or cancel my order?
Our orders are dispatched promptly, therefore we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods. With the exception of custom made items, this cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty.
Home delivery: How much does it cost and when will it arrive?
We offer more than one delivery type, so the cost and timeframe for your delivery depends on what you want to have delivered. For full details of the different delivery charges and options, check our delivery information. The kinds of delivery available for each product are displayed on individual product pages, but we'll also remind you when you get to the checkout.
Is international delivery available?
Not at the moment, but we're looking at expanding our horizons in the future to bring Dunelm closer to international customers.
Delivery dates: Can I choose a specific day?
Not for standard and express delivery, but certain pieces of furniture and large items are available via Nominated Day delivery. With Nominated Day, you can choose your delivery date during checkout (some remote areas are excluded - see exclusions). For items that are delivered directly from one of our suppliers, the courier will contact you to arrange a delivery date.
Do I need to sign for my delivery?
Yes. For security reasons we require a signature for all deliveries that don't fit through your letterbox. If you are not available to receive your products, our courier will leave a card with details on where your delivery is and what your options are.
When will I get my order?
This depends on what you've ordered. Once you reach the basket page you'll see a delivery date beside each item. For Standard Delivery items this will be an approximate date, but for Express Delivery this is a fixed date on which you can expect to receive your parcel.
For furniture or large items delivered via Nominated Day delivery you will be able to choose a delivery date during checkout, and if your large item is not eligible for Nominated Day delivery we will call you to arrange a convenient date.
It's possible you may see separate delivery dates on the basket page. This is because different products require different delivery types, or they might come from different storage locations.
How will I know my items are on their way?
Whatever items your order contains, you'll receive an email telling you what will happen next. This may include a link that will allow you to track the progress of your order. If you gave us your mobile number when you ordered online, you may also receive a text message from our couriers with more information about your delivery.
If you were logged in as a registered customer to place your order, you can track its progress by logging in to your account.
Nominated Day items require a scheduled arrival date, which you select during checkout. We’ll send you an email confirmation once you’ve placed your order, and the evening before your delivery is due, we’ll send you an SMS confirming a 4 hour time slot.
If you need to discuss or change your delivery date, please contact us.
Incomplete order: When will the rest arrive?
You'll find out during checkout if your order will be divided into different deliveries, and we'll keep you updated on the progress of each delivery using separate dispatch emails. That way you'll know what to expect when.
Missed delivery: what happens next?
If a courier attempts to deliver when no one is home, they'll leave a card to let you know what you should do next. In many cases they may get a neighbour to sign for your items, or try to deliver the following day, but all your choices will be listed on the card along with a contact number.
Can I change delivery details after my order is placed?
No, as a security precaution you can't change your delivery address once you've placed an order. This protects customers from address fraud and orders being redirected to a different unauthorised address after the purchase has been made.
Changing a Nominated Day delivery date: How do I do it?
If you are no longer able to accept a delivery on your chosen day, please contact us to discuss a more convenient delivery date.
Returns, refunds and exchanges
You can return an order in the following ways:
|Return to store||
The quickest and easiest way to return an item is to take it to one of our stores. You can do this even if the item was bought online and delivered to you. We have stores in most areas of the country, so if it's convenient for you to get to a nearby store with your item, an in-store return will usually be the best option. Find your nearest store here.
|Return via Collect+||
If your items weighs less than 10kg, and measures less than 60cm x 50cm x 50cm, you can return it for free by taking it to a Collect+ point. First you'll need to complete the returns form provided with your delivery and enclose with your parcel. Write your order number in the space provided and the Collect+ label supplied and stick it on your parcel ensuring the original delivery address is covered. Simply take your parcel to your local store offering this service. You can find your local store by visiting www.collectplus.co.uk/Dunelm.
|Returning a furniture item||To return a piece of furniture or a large item please contact us so that we can arrange for collection.|
Full details of our returns policy can be found here.
What do I need for an in-store refund?
You need the item, the payment card used to place the order, and your dispatch note. Take these at the Customer Service Desk at your local store and we'll deal with your return immediately.
If you don't have the card used to pay for the item or have misplaced your dispatch note, we will issue a refund in the form of a credit note. Credit notes can be used for in-store purchases only and are valid for 2 years from the date of issue.
For PayPal purchases, your in-store refund will be issued as a credit note.
Damaged or faulty items: What can I do?
If an item arrives damaged and the courier is still present, ask them to take it away. If the courier is no longer present, our usual returns options apply. You can return the item to your local store for a refund or exchange, return via Collect+ if the item is less than 10kg and no bigger than 60cm x 50cm x 50cm, or request a collection for large and heavy items.
If you can't get to a store or the item you want is not in stock, contact us and we will arrange for a replacement to be sent to you.
Reserve & Collect
Which stores offer Reserve & Collect?
All of them! You can enjoy our free Reserve & Collect service in any of our stores nationwide. The availability of items depends on stock levels at the stores closest to you, but you can check stock of individual items using the stock checker on each product page for individual items, or check stock for all of your items at once on the basket page.
When can I collect reserved items in store?
Your order should be available to collect from 3 hours after placing your reservation. We will email or text you to let you know your order is ready to collect. If you arrive at your chosen store before you receive a 'Ready to Collect' notification, your items might not be ready.
Collecting my reservation: What do I do?
Find the reservation number on your confirmation email and take it with you to the customer service desk at your chosen store. There you'll be able to pick up and pay for your order.
I can't collect in time: What happens to my reservation?
We hold all reserved items for 2 days, but if you need extra time to make your collection we can keep them for longer if needed. Call the store directly and tell them when you will be able to collect your reservation.
You'll find the store's contact number on the confirmation email you received when placing your order, or you can find the details for your store by visiting our store locator.
An item is cheaper in store: Which price do I pay?
Whichever is the lowest. We try to make sure our online prices match those in store, but if you find a lower price while you're in store, you'll always benefit from the better offer.
My item isn't available to reserve: Why?
While we sell many of the same items online as in-store, the amount of products we offer means it isn't practical to match the product ranges exactly. Our wide range means we can't store everything in the same place, and it's just not possible to hold every item in all store locations across the UK.
Often products featured as online exclusives are large or heavy items like furniture, which are stored in a central distribution unit for home delivery only. As they're bigger and heavier than our store products, they're best delivered by professional couriers.
Do statutory cancellation rights apply if I've placed my reservation online?
You don't need to pay for the items until you collect them in-store, so you can make sure you are happy with them before you make a purchase. Statutory cancellation rights do not apply.
Do I need to create an account?
You don't need to create an account, but there are benefits to doing so. You can save your payment details for next time to make future purchases much faster and save multiple delivery addresses, plus keep track of your orders and delivery progress.
How do I log into my account?
Use the Your Account link located at the top of the website and enter your email address and password. If you don't log in before shopping we'll ask you to log in to your account when you get to the online checkout. It's not necessary that you log in to make your purchase, but if you do you can save your details for next time or use details from last time.
I've forgotten my password: What should I do?
Click the Your Account link at the top of the website, then click 'Forgotten your password' and follow the on screen instructions. You'll be prompted to enter the email address you used when you registered your account, and then we'll send you a new password. You'll be able to change this to something more memorable when you log in.
Promotional emails: How do I unsubscribe?
All of our emails have an 'unsubscribe' link at the bottom. Click on the link and confirm you'd like to be removed from our mailing list to stop receiving news, special offers and inspirational ideas via email. You can also log in to your account and unsubscribe from there.
Changing my details: How do I update my information?
Sign in to Your Account to delete old details and update your profile with new information. You can only have one billing address saved at a time, but it is possible to save multiple delivery addresses. It's also possible to enter a new billing address during the checkout process and save for future use.
Can I buy gift cards online?
Yes, gift cards can be bought online and we'll even post your gift card free of charge to any UK address.
Can they be used online?
Not at the moment. Gifts cards can't currently be used to make purchases online, but can be used at any of our stores nationwide. Visit our store locator to find your local Dunelm.
How long are gift cards valid for?
2 years from the point of purchase, or the most recent top up. If your card expires, contact us and we can issue a replacement with the remaining balance.
Sending gifts: Can I send gift cards to a different address?
Gift cards can be delivered to any UK address for free. When you go through the checkout you can enter any address you like.
Can I top up my gift card?
Yes, you can top up and re-use your gift card as many times as you like by adding to its value whenever you are in a Dunelm store.
What do I do if I've lost my gift card?
If your gift card hasn't already been used and you still have your receipt with the gift card number printed on it, contact us and we'll be able to cancel your original and send out a reissued gift card.