Cancellations

Can I change or cancel my order?

If your order is due to be delivered within the next 5 days, it’s unlikely we will be able to cancel your order. However, 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. This cancellation right does apply to products listed as exclusions in our returns policy unless they are faulty. See Statutory Cancellation Rights section below.

During this busy period, we will not be cancelling Click and Collect orders, however if you don’t collect your order this will automatically expire after 7 days. Once expired you order will be cancelled.

When cancelled, your refund will be with you within 3-5 working days.

My order has been delayed, can I cancel it?

Subject to the status of your order, we may be able to cancel it. Contact us on www.dunelm.com/contact-us and one of our colleagues will look into this for you. Please be aware we are experiencing a high volume of customer queries, so we appreciate your patience at this time.

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?

Made to Order Furniture:  We provide a 7-day ‘cooling-off’ period for Made To Order furniture orders, during which time you can contact us to cancel or amend your order. Once the cooling-off period has passed, cancellations and amendments are no longer possible as we will begin creating your custom made item/s immediately.

Made to Measure Curtains and Soft Blinds: For Made To Measure Curtains and Soft Blinds, if you change your mind and wish to amend or cancel any part of your order, you must inform your consultant you placed the order with before closing on the same day you placed the order.

For more information please read our Terms and Conditions.

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 and duvet covers

• Pillows and pillowcases

• Throws & Blankets

• Mattresses

• Bedsheets

• Toilet seats

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.