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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.
All stores in the UK are now open with full safety measures in place. We have extended our returns policy to 10th May 2021 to return anything purchased in-store since 28th November 2020.
For online purchases - If you purchased online, you can make an in-store return to any store across the UK, at one of our contact-free Click & Collect external points or via Hermes drop off or Home collection.
For in-store purchases - These can only be returned in-store. We have extended our returns policy to 10th May 2021 to return anything purchased in-store since 28th November 2020. 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 to any store across the UK or at one of our contact-free Click & Collect external points.
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.
Where is my order?
Fastest way to get in touch?
Live chat is the fastest way to contact one of our agents for support. Using the tab on the right hand side of this page, fill in your details and one of our agents will be with you as soon as possible.
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. We have resumed 'room of choice' collections, therefore our drivers can enter your home and collect the item if you so wish, or we can collect from your doorstep.
We are still following Government guidelines, so if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to collect the item from your room of choice. Instead we’ll make a contact-free collection from your doorstep.