Order Changes and Cancellations
Because we aim to get your order with you as soon as possible, 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 an online or telephone 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 – see “Statutory Cancellation Rights” below. This cancellation right does not apply to products listed as exclusions in our returns policy unless they are faulty.
For click and collect purchases, if you've changed your mind and no longer wish to go ahead with the order, please allow your order to expire and your refund will be processed automatically after 7 days.
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.
Items cannot be added to an order once it has been placed. You will need to place a new order for the additional items.
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.
For security and fraud prevention the delivery address cannot be changed once the order has been placed.
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.
Statutory Cancellation Rights
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.
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.
- Live plants
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
- 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.