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Customer Help & Information
We hope you’re happy with your Dunelm purchase, if you decide it isn’t right for you, you can return or exchange unwanted items. Items must:
- Be unused and in their original condition (including all packaging and tags intact)
- Have proof of purchase such as receipt or order confirmation
- There are some items that we can't return or exchange unless faulty. Read our returns policy to find out more.
Our stores in Scotland safely reopened on Monday 5th April, with stores in England and Wales reopen from Monday 12th April. Stores in Northern Ireland have resumed contact-free Click & Collect however remain closed for in-store browsing. We have extended our returns policy to give you 28 days after your local store reopens to return anything purchased in-store since 1st November 2020.
For online purchases - If you purchased online, you can make an in-store return across shops in England, Scotland and Wales, at one of our contact-free Click & Collect external points, or via Hermes drop off or Home collection.
Please note, we cannot currently accept in-store returns for online purchases at stores in Northern Ireland, which are closed for in-store browsing in-line with Government guidelines. You can however return via an external Click & Collect collection point.
For in-store purchases - These can only be returned in-store where your local store has reopened. We have extended our returns policy to give you 28 days after your local store reopens to return anything purchased in-store since 1st November 2020. Our stores in Scotland reopened on Monday 5th April and stores in England and Wales reopen from Monday 12th April.
Please note, furniture and large items are not eligible for store return.
For Click & Collect purchases - If you purchased via Click & Collect, you can make an in-store return across shops in England, Scotland and Wales or at one of our contact-free Click & Collect external points across the UK.
For Made to Measure purchases - Each Made To Measure item is one of a kind and made just for you (and your window), so we can only accept returns if they're faulty, damaged, or they haven't been made to the correct specification (allowing for a 1cm tolerance). This goes for online and in-store purchases, so we encourage you to try samples and ask any questions before you buy to make sure you'll be happy with the results.
We hope it never happens, but if you do have a faulty, damaged or incorrectly made item, please get in touch with our Customer Services Team.
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Products showing as out of stock
Due to Covid-19 we are experiencing some delays in getting your favourite items back in stock. Unfortunately we cannot give dates on specific items at this time. We continue to show out of stock products online so that you have access to the product details. Please bear with us and we'll do everything we can do to get the item(s) back in.
Contact-free large item collections
Contact-free Furniture and large item collections have now resumed. If you would like to return an unwanted or faulty item, you can call us on 0345 165 6565 or fill out the contact form and one of our colleagues will be in touch to arrange your collection. Due to restrictions, our drivers cannot enter your home therefore we will collect the item from your doorstep. If you cannot move the item to your doorstep, a colleague will contact you once normal service resumes.
We’re extending our returns policy so anything bought from 1st November 2020 can be returned or exchanged until 28th February 2021 as long as you can provide proof of purchase. Full details can be found here.