Click & Collect

Are stores open?

The majority of our stores are open with social distancing and safety measures in place. However, in line with local restrictions our stores in Wales have temporarily closed until the Government says it’s safe to re-open. This also means our Pausa Coffee Shops in this area are closed, and our Click & Collect service is not available for this area at the moment. Our home delivery service is still available to bring your home comforts to your doorstep with safe, contact-free home deliveries.

The rest of our stores in England, Scotland and Northern Ireland remain open for all Tiers as we are classed as an essential retailer. If your local store is open, you will have the option to claim your Click & Collect order from our internal collection desk, as well as our external collection point or delivery to car option. 

For opening times please check here.

What are the options for collection? 

To use contact-free Click & Collect, place your order online as usual and wait for your 'ready to collect' email to arrive. Once your order is ready, head to the store and join our line for contact free collection or call the store (the number will be on your email or can be found on our store pages here) and we will deliver to your car, contact free.

How long between ordering and collecting?

We’re experiencing a high volume of click & collect orders, please wait for your collection confirmation email, this may take up to 3 hours.

Can someone else collect my order for me?

Yes, absolutely. If someone else is collecting your order, forward the ready to collect email or text to them and they’ll be able to use the barcode to collect the order. To keep your order safe, we won’t let anyone collect your order unless they have your ready to collect confirmation.

I’ve lost my order confirmation and ready to collect email and text: What can I do?

Please check your junk folder as sometimes emails can end up in there by mistake. If you still can’t see it, please ensure you bring some photo ID that matches the payment name on the order, and you’ll be able to collect your items with either of our contact-free collection services.

Can I return an item?

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 up to 28 days after purchase. 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.

Can I add items onto my order when I collect?

Not right now, but we’re working on making this a possibility in the future. If you realise you've forgotten something, you can always place another free Click & Collect order.

How long do I have to collect my item?

If you can’t collect your order straight away, don’t worry. You have up to 7 days to pick up Click & Collect items. If you don’t collect your order within 7 days we will issue a refund. 

Why are some items not available for Click & Collect?

If you find an item that doesn’t qualify for Click & Collect, it’s probably because it’s a bit big, heavy or funny shaped, or maybe it’s stored at one of our fantastic suppliers’ facilities. We’re looking into ways to bring our full range to you through Click & Collect, but for now you can rely on our Home Delivery teams to bring them right to your door.

Do statutory cancellation rights apply to Click & Collect orders?

You can return or exchange unwanted items up to 28 days after purchase. We just ask that you provide your Click & Collect order confirmation as proof of purchase, and that the items are unused and in their original packaging.

I’ve changed my mind, how do I cancel?

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. 

What if I can’t get through to my local store on the phone?

If you can't get through, we are probably on the line with another customer who has come to pick up their order. We'll try to keep things moving as swiftly as we can, so please keep trying.

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