Returns, refunds and order information

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Order changes and cancellations

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.

Can I add items to my order?

Items cannot be added to an order once it has been placed. You will need to place a new order for the additional items.

Can I remove items from my order?

It is not possible to remove items from an order once it has been placed. Once you have received your order you will need to follow our returns process for the unwanted items.

How do I change my delivery address?

For security and fraud prevention the delivery address cannot be changed once the order has been placed.

Can I change or cancel my order for Made To Order furniture or Made To Measure curtains and blinds?

Both of our bespoke services have a cooling off period which starts once your order has been placed. For Made To Measure curtains and blinds there is a 24 hour cooling off period, and Made To Order furniture orders include a 48 hour cooling off period, during which time you can contact us to cancel your order. In both cases, once the cooling off period has passed, cancellations are no longer possible as we will begin creating your custom made item/s immediately.

Returns policy

Dunelm is committed to selling only high-quality products but we understand there may be a time when you need to exchange or return something you've bought.

We will willingly refund or offer an exchange within 28 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. Exclusions apply.

Please note that all refunds will be made back to the original tender type. For your protection, in store refunds to credit or debit cards will only be processed if the cardholder is present.

If you don't have your receipt, we will still be happy to exchange any product you have purchased from us, or to offer you a credit note. The exchange or credit note will be to the value of the returned product's lowest retail price in the last twelve months.

If you have a gift receipt, we will exchange your product or offer you a credit note. The exchange or credit note will be to the value of the product’s purchase price.

Please note that credit notes are valid for two years and are redeemable at any Dunelm store, and that they may not be used for the purchase of gift vouchers.

Exclusions from Dunelm’s returns policy

We are unable to offer refunds or exchanges on the following items, unless faulty:

  • Custom made items: made to measure curtains, blinds and accessories
  • Cut to length fabric
  • Made to order sofas and upholstery items
  • Food, drink and other perishable items

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:

  • Mattress toppers
  • Mattress and bedding protectors
  • Duvets
  • Pillows
  • Throws and blankets
  • Mattresses

Your statutory rights are not affected.

For more information on how to return an item, please select from the options below.

Returning an online purchase

You can return an online or telephone order in the following ways:

Return to store The quickest and easiest way is to return your order to a Dunelm store.
  • Step 1: Simply use our Store Locator to locate your nearest store
  • Step 2: Take the product(s) and despatch note, with the payment card used to purchase, to the Customer Services desk where your purchase will be refunded or an exchange arranged. If you return a product that was ordered using PayPal, you will be issued with a credit note for the value of the item.
Return via Collect+  

Collect+ has parcel drop points in over 5,000 local convenience stores across the UK. Most are open early until late, 7 days a week, so you can return items for free at a time and a place that suits you.

To return an item to Dunelm for FREE using Collect+ follow these 3 simple steps:

  • Step 1: Complete the returns form provided with your delivery and enclose with your parcel. Wrap your parcel securely.
  • Step 2: Write your order number in the space provided on the Collect+ label supplied and stick it on your parcel ensuring that the original delivery address is covered.
  • Step 3: Simply take your parcel to one of over 5,000 local stores offering the Collect+ service. You can find your local store by visiting www.collectplus.co.uk/Dunelm You'll receive proof of postage and a code to track your return online.

To be eligible for Collect+ returns your parcel must weigh less than 10kg and be no larger than 60cm x 50cm x 50cm. If your parcel is not eligible please contact us so we can arrange a collection.

Returning a furniture item To return a piece of furniture or an item too large for Collect+, please contact us so that we can arrange for collection.

Returning an in-store purchase (including Reserve & Collect reservations)

We will willingly refund or offer an exchange within 28 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. Exclusions apply.

Please note that all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.

If you don't have your receipt, we will still be happy to exchange any product you have purchased from us, or to offer you a credit note. The exchange or credit note will be to the value of the returned product's lowest retail price in the last twelve months.

If you have a gift receipt, we will exchange your product or offer you a credit note. The exchange or credit note will be to the value of the product’s purchase price.

Consumer Contracts Regulations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). Please note that this does not apply to orders placed on our website in a Dunelm store with the assistance of a colleague.

Exclusions

This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:

  • Made to Measure curtains, blinds and accessories. These products are made to your specification and we strongly recommend that you follow our Made to Measure Buying Guide before committing to your order.

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:

  • Mattress toppers
  • Mattress and bedding protectors
  • Duvets
  • Pillows
  • Throws & Blankets
  • Mattresses

If you wish to cancel your order please follow our returns procedure set out above. You must return the goods to us within 14 days of cancelling your order. Alternatively you may post us this form to us at Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED within the 14 day period.

We will refund the cost of the goods including the standard delivery charge. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.

Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.

Faulty or damaged items

Dunelm has a legal obligation to sell goods to you in accordance with the contract we have agreed with you.

Online or telephone orders

If any item that we deliver to you arrives damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item. Please note that we will only refund the delivery charge if the whole order is damaged or faulty.

In store purchases

If any item we sell is damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item.

Refunds

Please note that all refunds will be made back to the original card used to make the purchase.

For items bought on-line or via the telephone, and returned via Collect+ or a collection, your refund will be processed when the product is received back into our fulfilment centre. This normally takes up to 2 weeks.

For items returned to a Dunelm store, the refund usually takes around 3-7 working days to reach your account, depending on how quickly your credit/debit card company processes the refund.

For items purchased online using PayPal and returned to store for a refund you will be issued with a credit note.

If you don't have your receipt or despatch note, we will still be happy to exchange any product you have purchased from us, or to offer you a credit note. The exchange or credit note will be to the value of the returned product's current selling price. Please note that credit notes are valid for two years and are redeemable at any Dunelm store, and that they may not be used for the purchase of gift vouchers.

ADR - Alternative Dispute Resolution

If you have made a complaint and have exhausted all the options provided by Dunelm, or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution. You can find a list of Trading Standards approved ADR providers at here

Alternatively there is an EU wide ADR mechanism available to consumers which can be accessed here