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Customer Help & Information



Returns

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.

Please be aware, all of our stores are now closed in-line with Government advice.

For online purchases - If you purchased online and your local store is closed, you can make a return to our external collection point, or via Hermes drop off or collection.

For in-store purchases - These can only be returned in-store, so you'll need to hold on to your receipt until stores re-open. We've extended our returns policy* to give you more flexibility.

For Click & Collect purchases - If you purchased via Click & Collect and your local store is closed, you can still make a return to your store externally at the Click & Collection point (except Northern Ireland stores).

Why are they different? As part of the Government guidelines for the closure of non-essential stores, we cannot make any transactions at those locations, and that includes using our in-store tills to process refunds. We can only process in-store purchases/refunds through our tills, but we can process refunds for online orders using a different system. We're sorry if this affects you and your order.


Where is my order?

You can now track online orders for information on how long your parcel will take. Just enter the 10-digit order number found on your confirmation email to view expected delivery dates.

You can read our frequently asked questions on order tracking here.

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. 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 between 19th October - 24th December 2020 can be returned or exchanged until 31st January 2021 as long as you can provide proof of purchase. Full details can be found here.


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