Customer Help & Information
Top Frequently Asked Questions
You can track your online order using 'My Account'. If you checked out as a guest when placing your order, you can track your order here - simply enter the 10-digit order number found on your confirmation email.
Made to Measure item orders cannot be cancelled however, if you inform the consultant you placed the order with before closing on the same day you placed the order, we may at our discretion be able to cancel the order.
For Made to Order furniture, we provide a 7 day goodwill order change period during which you can contact us via Live Chat to make changes to your order. Once this time has passed, we can no longer amend the order. Your Statutory Cancellation Rights are unaffected.
If you wish to cancel a Click & Collect order, simply wait 7 days until the order expiries and this will trigger a cancellation and refund.
You can speak to one of our colleagues through our Live Chat service. Available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.
Unfortunately, we cannot give back in stock dates on specific items at this time. We often continue to show out of stock products online so that you have access to the product details, for when they are back in stock.
Gift cards are available to purchase from stores across the UK. Please note, our gift cards can only be used for in-store purchases made at the tills and only for items that can be taken home that day. This means they cannot be used for in-store purchases made on tablets with the help of our colleagues, as this is an online transaction.
We hope you're happy with your item(s), however if you do need to return an item, there are a few ways you can do this:
- The quickest way to return an item and to receive a refund is via store return. Please note, this currently excludes large furniture and large items. To find your local store, click here.
- You can also return an item(s) to an Evri Parcel shop. If you were logged in to your Dunelm account at the time of purchase, you can raise a return here. If you don't have a Dunelm account, you raise a return here, just have your 10-digit order number and email address ready.
- If you would like to return a large item or large furniture item, you can contact us via our Live Chat service to arrange a collection with one of our colleagues.
For more information on returns and refunds, click here.
The time to receive a refund depends on when and how an item was returned.
If you purchased an item online and returned it via our home collection service, your refund will be processed when the item is back with us and has been logged. At the moment this can take up to 21 days. We'll send you an email to confirm once your refund has been processed, and it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.
Refunds for online purchases: how long do they take?
The time it takes to get your refund depends on when we receive the item at one of our stores or store support sites. Here’s how it works:
- In-store returns (eligible items only, including Click & Collect): 3-5 days depending on your card provider
- Evri parcel shop returns (eligible items only): 3-5 days once the items arrives at our depot
- Home collection returns (furniture and large items): 3-5 days once the item arrives at our depot
Please allow a few days for parcel shop drop-offs and home collection items to reach us and be processed. We’ll let you know as soon as this happens.
Please note that all refunds will be made to the original payment method. For in-store purchases where mixed payment methods have been used, we will need to process the refund in order of Gift Cards, then Credit/Debit Card and cash will be the last amount to be refunded.
Your order may have been split into several deliveries and therefore may have different delivery dates. Please check your order using 'My Account' or 'Track My Order'.
For small items, you can request a replacement when arranging a return on 'My Account' or ‘Track My Order’. When your product arrives back to us, we’ll issue the replacement item. For large items, please contact us via Live Chat and we'll arrange a collection and replacement. Live Chat is available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.
All you need is your 10-digit order number and email address. You'll find your order number at the top of your confirmation email
TRACK IT HERE