Terms & Conditions

When you register or place an order on our website, we gather a little information about you to help us provide a better service to you now and in future:

When you order we ask your name, address, email address, telephone number, delivery address, credit/debit card number, expiry date and security code. Without this information we would be unable to process your order or notify you of our acceptance of your order.

When you place a reservation, we ask for your name, email address and telephone number.

We use your information only for the following purposes:

• Processing your order or reservation;

• Updating you about the progress of your delivery or collection;

• To serve personalised content to you;

• To contact you about leaving a review on a product once your order has been completed;

• If you consent, to notify you of products or special offers that may be of interest to you

Your details may be disclosed to other businesses within the Dunelm Group and to reputable third parties who will help process your order. Dunelm requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation. We will not release your details to any company outside of the Dunelm Group for marketing purposes.

We keep a record of your orders with us, so that we can deal with any issues with your order and so that we know what interests you and can tailor future offers to suit you.

We also keep a record of any emails you send us so that we can provide you with an excellent standard of customer care should you need to contact us at any time.

The information, which you supply to us, is treated with the highest level of confidentiality. All information such as your name, address, payment details, email address is stored on secure servers. We confirm that any Personal Information which you provide to us and any User Information from which we can identify you, is held strictly in accordance with the registration we have with the Information Commissioner's Office.

It is vital that the information you to provide when you register as a customer is true, accurate, current and complete in all respects. And that you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Please contact us immediately of any changes.

Use of cookies and your preferences.

By responding to our request to share your image(s) with the hashtag #yesdunelm you are agreeing to the following: User Content - As between you and us, you own all content and information you post or share using our website (referred to as “User Content”), such as posting or sharing comments, photos, videos, username, social media handle or account name, real name, likeness, caption, location or other identifying information in connection with any use of your User Content. You give Dunelm (Soft Furnishings) Limited (‘Dunelm') permission to use your User Content as follows: you grant to Dunelm and its affiliates a license to reproduce, display, modify, adapt, perform, publish, distribute, translate, create derivative works from and/or sell and/or incorporate or otherwise use your User Content on or in connection with our website and for other Dunelm marketing purposes, including without limitation in Dunelm catalogues, email and other customer communications, store materials and other marketing into any form, medium or technology throughout the world. We may display advertisements in connection with your User Content or on pages where your User Content may be viewed by you or others, and we may use your User Content to advertise and promote Dunelm, or our website. Our license to your User Content is non-exclusive, meaning you may use the User Content for your own purposes or let others use your User Content for their purposes. Our license to your User Content is fully-paid, transferable and royalty free, meaning we do not owe you anything else in connection with our use of your User Content. Finally, our license is perpetual and irrevocable. You represent and warrant that: You are at least 18 years old; You are the sole author and owner of all rights to your User Content and that you have the right to give Dunelm the rights described above; All moral rights that you may have in such content have been voluntarily waived by you; Use of the content you supply does not violate these terms of use and will not cause injury to any person or entity; and Your User Content does not infringe the intellectual property rights, privacy rights, publicity rights, or other legal rights of any third party.

You further agree and warrant that you will not submit any content that: includes any information that references other persons, websites, addresses, email addresses, contact information or phone numbers; or that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold Dunelm (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Olapic, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable lawyers' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

With the exception of any personal data, the use of which is covered by our Privacy Policy, all User Content may be used at Dunelm's sole discretion. Dunelm reserves the right to change, condense or delete any User Content placed by you on Dunelm's website that Dunelm deems, in its sole discretion, to violate the content guidelines or any other provision of these terms of use. We may refuse to accept or transmit User Content for any reason. We may remove User Content from our website for any reason.

If you believe that a user of our website has infringed on your intellectual property rights, or if we have taken down your materials due to suspicion of copyright infringement, and you would like to dispute the alleged infringement, please click here.

Orders placed online are an offer to purchase made by you and may be accepted by us subject to availability. You must be 18 or over to order from us. We endeavour to display all items in our current internet range. Goods are subject to availability and if available online, may nevertheless be unavailable for delivery to your location if local legal or regulatory restrictions apply. In the event that we are unable to supply the item(s), we will either automatically highlight this as being out of stock or as unavailable for delivery to your location at check-out, as applicable.

A series of basic online steps is required to create a contract between you and us:

• You confirm your order for products on our website by pressing the confirm order button at the end of the checkout process.

• You will receive an order acknowledgment detailing the item/s you have ordered provided the email address we hold for you has been entered correctly. If the email address is wrong you will not receive an email. This is not an order acceptance from Dunelm.

• For items being delivered to you (as opposed to Click & Collect), when your order is shipped from our warehouse we will send you a dispatch confirmation email.

• Order acceptance and the completion of the contract between you and Dunelm will take place on the dispatch of the products ordered from our warehouse, unless we have notified you that we do not accept your order or you have cancelled it in accordance these Terms and Conditions.

• If an order is placed by a business or retail site and we have reason to believe the order is being placed with the intention of directly reselling goods purchased from us, we reserve the right to cancel this order pre dispatch. We also reserve the right to cancel any bulk order (for over 50 units of the same item) where we suspect that such goods may be being purchased for the purposes of resale.

• Risk of loss and damage of products passes to you when the products are delivered.

• If due to technical errors in pricing and/or details incorrectly shown on our website, inability to gain authorisation on your payment or your product being unavailable from stock, we reserve the right not to accept orders.

Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including Product Descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. All sizes and measurements are approximated; however we do try to make sure that they are as accurate as possible.

Child Safety – read more about blinds and child safety in our Blinds Safety Guide.

The price you pay is the price displayed on this website at the time we receive your order with the following exception:

• While we try and ensure that all prices on our website are accurate, errors may occur. Your order is only accepted by Dunelm and a contract formed at the point of dispatch and therefore if a pricing error is discovered we reserve the right to cancel the order up until the point of dispatch (in line with our Order Acceptance policy). If we discover an error in the price of goods you have ordered, we will cancel the order and inform you as soon as possible. You will receive a full refund for any item(s) cancelled due to a price error. 

• If the on-line price of the goods is reduced after you have placed your order, but before you have received the goods, we will happily honour this price reduction. Please contact us.

Where we show a price discount on our website, the saving is calculated against the non-discount price that the product has been offered at for at least 28 days in the previous six months, or occasionally a discount to the price that will be used after the end of the promotion if this does not apply. Our intention is always to reinstate the price to at least the non-discount price shown at the end of the promotion.  The duration of the discount offer on any product is never longer than the time the product has been or will be available at the non-discount price.

The ownership of any products you order on this website shall pass to you on delivery of the products provided that we have processed and received payment in full for the products.

All prices shown on our website are in £Sterling and are inclusive of VAT and other local applicable sales taxes at the current rate. Prices exclude delivery charges, unless expressly stated otherwise. We reserve the right to change prices if there is a change to the rate of VAT and we will endeavour to ensure that prices are correctly shown. As part of our commitment to low prices we check prices daily to ensure our simply value for money offer.

The Channel Islands are not part of the UK for VAT purposes, so orders going to the Channel Islands are treated as zero-rated exports. However, the total amount you pay for your order will not change; we consider the costs of doing business across all the markets we operate in and price our products based on a variety of commercial market factors.

Orders from outside Great Britain may be subject to import duties and taxes depending on your location. You may need to complete a customs declaration form and/or provide identification when receiving an imported delivery. All applicable duties, fees and any additional charges for customs clearance levied by the importing country at the time the shipment arrives in your country are your sole responsibility.

We accept payment by credit or debit cards registered to a UK address, or PayPal accounts registered to a UK address. We accept the following cards: Visa Debit, Visa Electron, MasterCard, Solo and Visa Credit.

To ensure that your credit or debit card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third part databases. By accepting these terms and conditions you consent to such checks being made. We confirm that any Personal Information which you provide to us and any User Information from which we can identify you, is strictly held in accordance with the registration we have with the Data Commissioner's Office.

We will take all reasonable care to keep your order and payment details secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website.

• We accept online payment in a secure environment and we accept all major credit and debit cards registered to UK addresses with the exception of American Express.

• We also accept payment via UK registered PayPal accounts.

• We do not accept payment by cheque or cash.

• We will only charge postage once per order, no matter how many parcels we need to dispatch.

• You confirm that the credit/debit card that is being used is yours.

• All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

If the issuer of your payment card refuses to authorise payment, we will not be liable for delay or non-delivery.

3D security

Our customer's security is of highest priority so we have invested in the latest fraud prevention initiative (3D Secure) to give you an increased level of payment card security for complete peace of mind.

3D Secure is a new security measure now required by most banks. Similar to chip and pin but for online purchases it gives additional security by asking for a secret password. This allows your card issuer to fully authenticate the cardholder during the payment process.

When you click on the "confirm" button you will see a window open up entitled '3D Secure Authentication'. When submitting your card details, depending on the card type, you will be redirected to a secure Visa or MasterCard page on your bank's secure servers. Dunelm cannot see or access this information. If you have already registered your card for 3D Secure, you will be asked to enter your 3D secure password.

If you have not registered your card before, you will have the option to do so. If you have not registered your card and do not wish to do so you may have the option to bypass the process depending on your card type and your bank.

Some banks are forcing mandatory sign up to the scheme to upgrade your security to the highest level with immediate effect. This new security initiative is for your protection online and will soon become the standard for all websites.

For the latest developments in 3D security please contact your bank or contact us.

For full details on costs and timings visit our Delivery Information page.

• We try to fulfil orders as quickly as possible. We will inform you if an item is temporarily out of stock. We do not ship part orders, and we may cancel out of stock items from your order to enable us to ship the remaining items.

• Next day delivery is only available on selected products, and only applies when an order is placed before 8pm Monday to Thursday. Some remote areas are excluded from next day delivery. See our delivery page for a list of remote post codes.

• All deliveries must be deliverable to the address stated, however, special instructions can be given i.e. deliver to your office, neighbour, etc. All delivery instructions must be agreed at the time of placing the order.

• For furniture deliveries we provide a 4 hour time slot the day before your confirmed delivery date. We are currently trialling a flexible morning and afternoon delivery service. For full details, see our Delivery FAQ.

• If you need a VAT invoice, you can request one via Live Chat or the Contact Us form on our website. If you are registered with Dunelm, you can download a VAT invoice - go to ‘My Account,’ ‘All Orders’, select the relevant order and click the ‘Download VAT Receipt’ link at the top of the order. Your invoice will be downloaded to your device in PDF format.

View our Returns Policy

Find out more about Recycling and Waste Electrical and Electronic Equipment (WEEE) Regulations.

All rights including copyright in this website are owned by or licensed to Dunelm. Any use of this website or its contents, including copying or storing in whole or part, other than for your own personal, non commercial use is prohibited without the written consent of Dunelm. You may not modify, distribute or re-post anything on this website for any purpose without express permission.

Intellectual property

You acknowledge and agree that all copyright, trademarks and all other intellectual rights in all materials and/or content made available as part of your use of dunelm.com remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by our licensors or us. The website is made available for your personal non-commercial use only and you may download and print the content of the website for such purpose as making a purchase. Any other use of the website (including, without limitation, linking to or framing the website) without our prior written consent is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) modify, copy, reproduce, transmit, publish, display, distribute, perform, license, commercially exploit or create derivative works of material and content. You may not use this website, or its content, to further any commercial purpose, including any advertising or advertising revenue generation activity.

By submitting your video content to Dunelm, you hereby accept and agree to abide by the terms and conditions below. If you do not agree to these terms, please do not provide your Content to Dunelm.

• By submitting Content to Dunelm, through Dunelm’s website, you represent that you have all necessary rights to such Content and you hereby grant Dunelm a perpetual, worldwide, non-exclusive, royalty-free and transferable licence to reproduce, copy or broadcast (as appropriate) the whole or any portion of the provided Content in or through any channels, including on Dunelm’s website(s), through its social media or email channels or in its stores at any time, and for any  commercial or non-commercial purposes in all and any media, including, without limitation, in Dunelm's printed publications, presentations, promotional materials, in the advertising of Dunelm's goods or services, in its original format or edited or altered in any way which Dunelm deems appropriate.

• Dunelm will review all Content submitted and will have the right, at Dunelm’s sole discretion, to decide whether or not to use any Content submitted. If Dunelm decides that it does not wish to use your Content, Dunelm will delete such Content and will inform you within 28 days by email.

• In the event that Dunelm elects to use your Content, Dunelm will send you a credit voucher to be spent online at Dunelm for use of your Content, subject at all times to your compliance with these Terms. The value of the credit voucher will be advised to you by Dunelm and may vary from time to time. No other compensation or royalty will be paid by Dunelm to you for the use of your Content.

• You confirm that you will not submit (and Dunelm will not accept) any Content which is defamatory, inappropriate, offensive, abusive, of a sexual nature, advertises the products of a third party or contains personal information of a third party. Dunelm reserves the right to block any further Content you try to submit if you have already submitted Content of this nature.

• You further confirm that the Content created is an original work and will not infringe the copyright or other intellectual property rights of any third party and  you waive all moral rights that may exist in relation to the Content.

• You may submit Content as many times as you choose. However, please do not submit again Content that Dunelm has already rejected.

• Where your Content contains an image of a child or children, you confirm that you are either the parent or legal guardian of such child or children, or that you have obtained the consent of the parent or legal guardian to Dunelm’s use of such image. Dunelm may require you to provide such consent in writing before accepting such Content for use.

• Any Content that you submit is made at your own discretion and Dunelm is not, and shall not be, responsible for such Content.

• Nothing in these Terms shall: (a) be construed as creating any agency, arrangement, partnership, joint venture, employer-employee relationship or any other similar relationship between you and Dunelm; (b) create or confer any rights or benefits to any third party.

• Dunelm is entitled to amend these Terms with immediate effect at any time and post the amended version on their website, and without providing any notice in advance. The changes will not be retroactive. It is your sole responsibility to review these Terms and any amendments, before submitting further Content to Dunelm. Any submission by you of any Content after making such an amendment shall be deemed as your awareness and acceptance of any amendment of these Terms.

• These Terms shall be governed by and are to be construed in accordance with the law of England and both of Dunelm and you submit to the exclusive jurisdiction of the English courts in relation to any dispute arising here-under.

• These Terms shall be deemed effective as of 23rd April 2020

Data Protection:

• Dunelm will take your name, email and telephone number when you submit Content. This enables Dunelm to contact you about your submission of Content and to arrange for the credit voucher to be sent to you.

• Your personal details and Content will be uploaded to Dunelm via a secure platform, and access to these details and the Content will only be made available to those colleagues at Dunelm who need such access to review and communicate with you about your Content. Dunelm will not share your personal details or the Content with any third party.

• If Dunelm elects to use your Content, Dunelm will securely retain the personal information that you submitted together with the Content for a period of up to 2 years. Your personal details and the Content will then be deleted.

• If Dunelm decides not to use your Content, both the Content and your personal details will be deleted on confirmation to you, within 28 days of submission

For further information about Dunelm’s Privacy policy, and your rights regarding your personal data, please follow this link

The website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.

Selected products are subject to age restrictions, as shown on individual product pages. By ordering any of these products, you are confirming that you have reached the age stated, as required by law. All parts of your order will be cancelled if we cannot verify your age using the details you provide.

The purchase of certain products from us is subject to age requirements specified by law. We

may not supply these products to individuals who do not satisfy the minimum age

requirements and, if you are under the age specified by law, you must not attempt to

purchase these products from us.

In particular, please note that age restrictions apply in the UK to the purchase of the product

below. By placing an order for any of the following products you confirm that you (and, if

different, the recipient of the product) satisfy the age requirements necessary to buy that

product:

• Knives (including sheath knives, all kitchen/cutlery knives) or bladed articles -

Knives and bladed items can only be purchased by, and for, individuals aged 18 and

over.

• Videos and DVDs - Videos and DVDs can only be purchased by, and for, individuals

who satisfy the British Board of Film Classification or other age classification criteria

applicable to the relevant video or DVD. Videos and DVDs can only be purchased by,

and for, individuals who satisfy these age classification criteria.

• Christmas crackers - Christmas crackers can only be purchased by, and for,

individuals aged 12 and over.

• Party Poppers can only be purchased by, and for individuals aged 16 and over.

• Liquors can only be purchased by, and for individuals aged 18 and over.

• Liqueur chocolates - Liqueur chocolates can only be purchased by, and for

individuals aged 18 and over.

• Firelighters can only be purchased by, and for individuals aged 18 and over.

• Scissors (Kitchen & Fabric) can only be purchased by, and for individuals aged 18

and over.

• Dyes can only be purchased by, and for individuals aged 18 and over.

• DIY & Fabric tools such as mental scraper can only be purchased by, and for

individuals aged 18 and over.

• Selected Garden tools can only be purchased by, and for individuals aged 18 and

over.

• Corrosive liquids such as Drain un-blockers and de-scalers can only be purchased

by, and for individuals aged 18 and over.

• Glues or solvents can only be purchased by, and for individuals aged 18 and over.

• Alcohol can only be purchased by, and for individuals aged 18 and over.

• Aerosol Sprays (including paints) can only be purchase by, and for individuals aged

16 and over.

If you order age restricted products for collection in store, or for home delivery we may refuse

to supply them to you if on collection / delivery as appropriate you appear to be under the

required age and cannot provide age verification. We may also make online checks to verify

your age.

We have a strict Think 25 policy in place, and we will ask for proof of age from anyone who looks under the age of 25 to ensure age restricted products are never sold to anyone underage.

We accept driving licences, passports, PASS cards and military ID’s as valid forms of identification.

While we will use reasonable endeavours to verify the accuracy of any information we place on the website, we make no warranties, whether express or implied in relation to its accuracy. The website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the products. This does not affect your statutory rights to the extent you purchase our Products as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

• any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

• any loss of goodwill or reputation; or

• any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

If you purchase our products other than as a consumer:

•   you acknowledge that our obligations to you are set out in the Conditions; and

•   our total liability to you for all losses arising under or in connection with the Conditions, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for the product(s) giving rise to any such liability under the Conditions; and

•   you hereby indemnify us in full against all claims and losses incurred or paid by us as a result of or in connection with any incorrect use or application of any products supplied by us.

Nothing in the Conditions shall exclude or limit our liability for fraudulent representations made by us or for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Severance

If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.

Waiver

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Survival

Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire agreement

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Dunelm and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.

Law

The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

All of the above does not affect your statutory rights.

Sale Terms & Conditions 

• All sale items are subject to availability 

• Selected items only 

• See individual items for details 

• Cannot be used in conjunction with any other offers other than at our discretion 

• At the end of a sale some products may move to a Clearance offer and Clearance Terms and Conditions will apply 

Clearance Terms & Conditions 

• All clearance items are subject to availability while stocks last 

• Applies to selected items only marked as ‘clearance’ 

• See individual items for details 

• Cannot be used in conjunction with any other offers other than at our discretion 

Information provided about the Airtasker UK Ltd service is shared to offer customers additional options in connection with self-assembly furniture or other home improvement tasks. There is no partnership or agency between Dunelm and Airtasker. Dunelm accept no liability for services performed by or on behalf of Airtasker and customers should satisfy themselves as to the suitability of the services for their needs. Any queries or customer service requests relating to Airtasker services should be direct to Airtasker using the contact details found on their website at: https://support.airtasker.com. Any data provided by a customer to Airtasker is governed by their data privacy policy at: https://www.airtasker.com/privacy.

Information provided about the AnyVan service is shared to offer customers additional options in connection with delivery of furniture and other large items from store. There is no partnership or agency between Dunelm and AnyVan. Dunelm accept no liability for services performed by AnyVan and customers should satisfy themselves as to the suitability of the services for their needs. Any queries or customer service requests should be direct to AnyVan by emailing customercare@anyvan.com or calling 020 3872 3050. Any data provided by a customer to AnyVan is governed by their data privacy policy at: https://www.anyvan.com/privacy-policy.

Giveaway terms and conditions can be found here.

Promotions terms and conditions can be found here.

What happens once you've placed an order? 

Your order will be forwarded to our manufacturers and will be made to your specifications. 

Your made to order product will be with you within 5-10 weeks, and our courier will call before your order is dispatched to arrange a convenient delivery date and time. 

Additional terms of purchase

Before placing your order, check the measurements of the product to ensure the size is suitable for your home and needs. 

After placing your custom made order with us, there is a 7 day goodwill order change period during which you may amend your custom made order by contacting us via Live Chat, available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.

After the 7 day goodwill order change period, we will begin to create your made to order furniture. We cannot offer any further amends to your order after this date.

Fabric colours may vary due to different dye batches, therefore we strongly advise ordering any matching items at the same time. Dunelm cannot accept responsibility for  colour and shade variations and will not accept returns on this basis. 

Delivery will take up to 10 weeks.

Made to Order fitted wardrobes

Our Made to Order fitted wardrobes are supplied and fitted by our supplier, Wiemann UK, who are experts in the design, supply and assembly of fitted wardrobes.

Once you have ordered your Made to Order wardrobe from us, you will be contacted directly by our supplier, Wiemann UK, to arrange delivery and installation. Please carefully read the Ordering Guide and Terms and Conditions which are applicable to your Made to Order fitted wardrobe order.

Cancellations, amendments and returns

As outlined above, Made To Order furniture orders include a 7 day goodwill order change period, during which time you can contact us to amend your order. Once this 7 day period has passed, we will begin creating your custom made item(s) immediately and so your order cannot then be changed. Please note, the Dunelm 28 day “change of mind” returns policy will not apply to Made to Order items. Your Statutory Cancellation Rights are unaffected.

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 from the moment you place your order until 14 days from the day of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). 

Exclusions

This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:

• Personalised items or custom made products such as our Made to Measure products including curtains, blinds and accessories. These products are made to your specification and we strongly recommend that you follow our Made to Measure Buying Guide and consult our Personalised Goods Terms and Conditions before committing to your order. 

• Live plants 

• Food hampers

In addition, unless faulty, damaged, missing or otherwise not in accordance with specification, 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 and, if the item has a hygiene or security seal, with that seal intact:

• 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. Where goods have been received, 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 once the correct item(s) have been received by us. 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.

Our online Returns Outlet  

Products available for purchase on our online Returns Outlet page are products which have been returned. These products are checked, tested if applicable and re-packaged to be in good-as-new condition but will are sold at a discount to you. As these products will only be available in limited and variable numbers, if you want to return an item because it is faulty, we can only offer a refund or repair and cannot offer replacements. If a product on our Returns Outlet is sold at a discount due to minor damage or defects, we will clearly mark it as such and you are not able to return it as faulty unless the damage or fault is different to that which was made known to you at purchase. Please see our Returns Policy for more details. 

In addition to our standard terms and conditions, Made to Measure curtains and roman blinds are covered by the following terms:

We take full payment on order. For online orders, these cannot becancelled or amended once the order is confirmed. If your order was placed via a store or virtual consultant booked online, to cancel or amend your order you must contact the store where the order was placed or the consultant you spoke to on the same day as you placed the order. Images shown are for display purposes only and may not represent the final look of your Made to Measure item(s).

Child Safety – Read more about blinds and child safety

Our Made To Measure service is only available on fabric purchased from Dunelm. A Dunelm quotation is valid on the day issued and the price may change thereafter.

Measurements & Returns: Using your specifications some minor adjustments may need to be made based on what our expert teams think will work best. Please note, if the width of your curtains or blinds is wider than the width of the fabric requested, our team will need to join the fabric together to provide the correct measurements which will result in a visible seam. This means that if the measured width of your curtains is over 124cm your curtains will come with a fabric join and if the measured width of your blinds is over 130cm your blinds may come with a fabric join. As our Made To Measure products are made to order, we cannot sell them to other customers. This means returns are only allowed if the product is; faulty or damaged, missing items or goods which are not supplied, or have not been made to the specification provided (allowing for a 1cm tolerance). Because of this, it is very important that you are sure about the sizing, colouring and styling before you place your order.

Curtain Sizing We manufacture curtains to your specified track/pole size and not the window width. It is important that this is the measurement provided as we’ll use this to calculate the required amount of fabric for your curtains (often referred to as fullness). We recommend you check your preferences by viewing samples in store or using our free sample service. Colour cannot always be truly represented due to variations in PC monitors. For measuring advice,please refer to our buying guides; How To Measure For Curtains or How To Measure For Blinds. Always double check your order to make sure the products, fabrics and measurements are correct, as we cannot accept returns based on reasons outside of those listed above. For more information on returns and cancellations click here.

Linings We offer 3 lining choices for your Made to Measure purchase; Standard, Thermal and Blackout. Blackout lined roman blinds will show stitch marks where the lining and fabric are stitched together. You may see light coming through this is an unavoidable part of the manufacturing process and is not considered a flaw.

Pattern and Batch Matching: Our curtain patterns run horizontally from curtain to curtain, but we cannot match from one curtain edge to the other i.e. the curtains will not create a matching pattern when drawn between the two panels of fabric. Due to the print design of some patterned fabrics, we cannot guarantee the design will match perfectly where products meet. All fabric within your order will be batch matched, but we cannot guarantee any subsequent orders will come from the same batch of fabric. It is not unusual for natural fibres to contain some variations in colour and texture, so any fabrics made from natural fibres might contain these variations too. These small variations are part of the natural beauty of the source material, and to be expected. While we go to great lengths to ensure the Goods sold and installed match any samples or descriptions that have previously been shared with you, some slight variation in colour and pattern can occur. Because of this, you will not be entitled to reject items based on any minor or insignificant differences to samples and descriptions, or claim any compensation for the variations.

Limits on free samples We offer free samples to help you find a colour and pattern you like for your Made To Measure products, and to make sure there's enough samples to go around we limit orders of samples to five at a time across all Made To Measure products (including curtains, all blinds and shutters). If you don’t find your favourite you can always order more, however, to keep things fair to other customers we will cancel any repeat orders amounting to more than 15 samples to any one person or address.

Curtain Take Back We offer a free “take back” service during the fitting appointment for your new Made to Measure curtains. Your fitter can take away the curtains that are being replaced and send these to our selected third party for the curtains to be repurposed or recycled. Please note the fitter is only able to take away curtains and not any other window treatment such as pelmets, shutters or blinds that are replaced.

Fitting Our fitters will only carry out fitting services on products purchased from Dunelm. You may purchase fitting separately to the Dunelm product that you would like to be fitted, so long as you purchase the fitting service within 6 months from the date upon which you purchased the relevant product.

Where you, or a third party on your behalf, have taken the measurements, we are not liable for those measurements. If the product to be fitted cannot be fitted because the measurements were incorrect, the fitter may refuse to carry out the fitting service and we will refund to you 50% of the cost of the fitting service. Child safety regulations require that the chain or string for roman blinds is at least 1.5 metres above the floor. If the product that is being fitted does not meet this requirement, we may refuse to fit the product and we will refund to you the cost of the fitting service. If, in our fitter’s judgment, a p-clip is required to be fitted for the purpose of complying with child safety regulations, then our fitter will only fit the blind if you agree for the p-clip to be installed. We reserve the right to refuse to carry out fitting services without a refund if you refuse to have a p-clip installed.

In addition to our standard terms and conditions, Made to Measure Venetian, Roller & Vertical Blinds and Shutters are covered by the following terms:

We take full payment on order. For online orders, these cannot be cancelled or amended once the order is confirmed. If your order was placed via a store or virtual consultant booked online, to cancel or amend your order you must contact the store where the order was placed or the consultant you spoke to on the same day as you placed the order. Images shown are for display purposes only and may not represent the final look of your Made to Measure item(s).

Child Safety – Read more about blinds and child safety. Our Made To Measure service is only available on materials purchased from Dunelm. A Dunelm quotation is valid on the day issued and the price may change thereafter.

Measurements & Returns: Using your specifications some minor adjustments may need to be made based on what our expert teams think will work best. We work to a maximum tolerance of 1cm on the width and drop to ensure the best fit possible. As our Made To Measure products are made to order, we cannot sell them to other customers. This means returns are only allowed if the product is; faulty or damaged, missing items or goods which are not supplied, or have not been made to the specification provided (allowing for a 1cm tolerance). Because of this, it is very important that you are sure about the sizing, colouring and styling before you place your order.We recommend you check your preferences by viewing samples in store or using our free sample service. Colour cannot always be truly represented due to variations in PC monitors. For measuring advice, please refer to our buying guides; How To Measure For Blinds or How to measure for shutters. Always double check your order to make sure the products and measurements are correct, as we cannot accept returns based on reasons outside of those listed above. For more information on returns and cancellations click here.

Light Bleed Please be aware that all of our hard blinds offer a light reduction solution and will not fully prevent light from entering the room. With shutters, venetians & rollers, there is a possibility that there will be light ingress.

Pattern and Batch Matching: Our roller blinds are not pattern matched. While we go to great lengths to ensure the Goods sold and installed match any samples or descriptions that have previously been shared with you, some slight variation in colour and pattern can occur. Because of this, you will not be entitled to reject items based on any minor or insignificant differences to samples and descriptions, or claim any compensation for the variations.

Limits on free samples We offer free samples to help you find a colour and pattern you like for your Made To Measure products, and to make sure there's enough samples to go around we limit orders of samples to five at a time across all Made To Measure products (including curtains, all blinds and shutters). If you don’t find your favourite you can always order more, however, to keep things fair to other customers we will cancel any repeat orders amounting to more than 15 samples to any one person or address.

Shutters All of our Shutters are measured and installed by one of our expert fitting team. Our consultation and measuring service is free but fitting is chargeable.

Fitting Our fitters will only carry out fitting services on products purchased from Dunelm. You may purchase fitting separately to the Dunelm product that you would like to be fitted, so long as you purchase the fitting service within 6 months from the date upon which you purchased the relevant product. Where you, or a third party on your behalf, have taken the measurements, we are not liable for those measurements. If the product to be fitted cannot be fitted because the measurements were incorrect, the fitter may refuse to carry out the fitting service and we will refund to you 50% of the cost of the fitting service.

Child safety regulations require that the chain or string for vertical blinds is at least 1.5 metres above the floor. If the product that is being fitted does not meet this requirement, we may refuse to fit the product and we will refund to you the cost of the fitting service.

Child safety regulations require that the chain or string for roller blinds is at least 60cm above the floor. If the product that is being fitted does not meet this requirement, we may refuse to fit the product and we will refund to you the cost of the fitting service.

If, in our fitter’s judgment, a p-clip is required to be fitted for the purpose of complying with child safety regulations, then our fitter will only fit the blind if you agree for the p-clip to be installed. We reserve the right to refuse to carry out fitting services without a refund if you refuse to have a p-clip installed.

Where a guarantee is offered for a product, the terms of each guarantee will vary depending on the item concerned. However, in each instance for a guarantee to be valid:

• Product care instructions must have been followed;

• Product must only have been used for domestic purposes within England, Scotland, Wales, Northern Ireland and Jersey. Guarantees do not cover commercial use of products or products used in a commercial setting;

• Any claim must be made by the original purchaser of the item; and

• Proof of purchase will be required.

In order to make a claim under a guarantee:

• For smaller items such as bedding and towels please take your item and proof of purchase into store;

• For larger items such as furniture or mattresses please contact our Customer Care Centre on 0345 165 6565 or get in touch via our contact form.

Please note statutory rights to the extent you purchase our Products as a consumer are not affected. For further details of individual guarantee terms please see below.  

Please note statutory rights are not affected. For further details of individual guarantee terms please see below.  

Upholstery Frame Guarantee - Terms & Conditions

We offer a 10-year guarantee on our Made to Order Sofas & Chairs as well as selected upholstered items. The Edited Life Made to Order Sofa ranges come with a 25-year guarantee.

Please read the “Overview” section of the product page before purchasing or product packaging in store to see whether your item comes with a guarantee.

What the guarantee covers

Where the product you have purchased from Dunelm is provided with a 10-year or 25 year Upholstery Frame Guarantee  this is valid from the date of delivery. Please keep your proof of purchase issued by Dunelm (such as your e-receipt, paper receipt or order confirmation) as we will need to see this to validate your guarantee. This guarantee applies only when the product has been used in your own home within England, Scotland, Wales, Northern Ireland and Jersey.

Your guarantee covers you against manufacturing faults and defects on the following:

• Loose joints

• Timber breakage

• Spring rails breaking

• Springs and webbing coming loose

• Broken legs

What the guarantee does not cover

Your guarantee does not cover:

• Accidental damage

• If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment.

• If the care instructions haven’t been followed (see below or product instruction manual).

• If the timber is exposed to extreme moisture within the home.

• If the product is in unsanitary condition, or damage has been caused by pets.

• It does not apply to fabric, fillings, cushions and mattresses including sofa beds.

• Normal wear and tear (dents and scratches).

• Items which are sold as ex-display or clearance are excluded.

• The metal mechanism for a recliner chair or sofa bed is not included. This includes electric recliners.

The guarantee only applies to the original purchaser of the item, any second-hand products that are still within their 10-year or 25 year guarantee period are excluded.

The guarantee has no cash value and is non-transferable.

How do you make a claim?

If something should happen with your upholstery furniture item that falls under the criteria, please visit our help pages at www.dunelm.com/info/help. We will need a description and photos of the fault or defect from you along with proof of purchase. Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

What do we offer?

We will arrange for an independent service technician to visit you to assess whether your item can be fixed. We will endeavour to always repair your item within your own home.

We reserve the right to use alternative materials to repair your item, but we will try to find the closest match at all times.

Dunelm gives no warranty as to how quickly a technician will be able to attend your home or how long any repairs may take.  On occasion the repair may not be carried out on the same day as the technician attends to assess your item.  The technician is an expert and will ascertain whether the item has been treated in such a way that the Dunelm Upholstery Frame Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dunelm Upholstery Frame Guarantee does apply but your item can’t be repaired, you will be offered a replacement or a like-for-like replacement in the first instance. Where a replacement is unavailable you will be offered a credit to the value of your original purchase price for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dunelm Upholstery Frame Guarantee.

Updated: October 2022

The above conditions relating to Dunelm’s Upholstery Frame Guarantee do not affect your statutory rights.

Upholstery care advice

Regular care advice Vacuum clean your upholstery at least once a week, dust removal may be improved by pre-brushing with a soft cloth. All reversible cushions should be turned daily and their positions switched, this will help prevent excessive soiling and even out wear

Cushion care It is essential that all fibre cushions are given a vigorous plumping by shaking and squeezing to redistribute the fibre on a daily basis. This will add air back into the fibres to prevent the fibre from going flat and lumpy.

General care advice

For items with wooden legs/ feet never place on a damp floor. Keep upholstery out of direct sunlight to avoid discolouring. Do not place the furniture in a conservatory, excessively dry or humid conditions. Avoid sharp items such as toys, jean rivets and buckles coming into contact with the upholstery as these can easily snag, tear or pull the fabric. To maintain the appearance and durability of your suite, restrain children and pets from climbing and jumping on the sofa. Leather is a natural product and can display natural marks and characteristics such as healed scars, grain directions and creases. These are natural features not faults. Please dust leather regularly and clean with a damp cloth.

For accidental spills or stains

Don’t rub or scrub with a cloth as this could damage the fabric and remove the colour. Don’t use washing up liquid, detergents or bleach to remove stains. Don’t soak or allow fabric to become wet. Do blot or soak up spills immediately using a dry soft colourfast cloth. Do use specialist upholstery cleaner if needed, always follow the manufacturer’s instructions and always test on a hidden area to check colour fastness. Allow the test patch to completely dry first. If the fabric colour is affected, do not use this cleaner on the rest of your product and consult a specialist.

Finally, we hope you enjoy your furniture for many years to come and thanks again for your purchase.

Lighting guarantee

Two-year lighting guarantee

We offer a two-year guarantee on of the Dunelm own-brand lighting products, excluding light bulbs and integrated LED products.

What the guarantee covers:

Where the product you have purchased from Dunelm is provided with a two-year guarantee this is valid from the date of purchase. Please keep your Dunelm issued proof of purchase as we will need to see this to validate your guarantee. This guarantee applies only when the product has been used in your own home within England, Scotland, Wales, Northern Ireland and Jersey.

Your guarantee covers you against manufacturing faults and defects

Your guarantee does not cover:

·       Accidental damage.

·       If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment.

·       If the appliance has not been installed or used in accordance with the instruction manual.

·       Normal wear and tear (dents and scratches) or consumable parts (such as lightbulbs).

·       Any replacement of parts or repairs completed after purchase which have improperly completed or taken place outside of the guidance within the instruction manual.

·       Items which are sold as ex-display or clearance are excluded.

The guarantee only applies to the original purchaser of the item, any second-hand products that are still within their two-year guarantee are excluded.

The guarantee has no cash value and is non-transferable.

Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

How do you make a claim?

The following is required if you would like to make a claim:

i)  Proof of purchase (this can be a receipt, order confirmation from Dunelm)

ii)  The product – to allow us to fully investigate your claim and arrange a like-for-like or similar product as a replacement (dependent on availability).

To make a claim under the guarantee:

iii) if you purchased the item instore, please bring the product and proof of purchase into your local Dunelm store; or

iv) if you purchased the item online, please visit our help pages at www.dunelm.com/info/help. We will need a description and photos of the fault or defect from you along with proof of purchase.

What do we offer?

Dunelm may submit any returned items for assessment by a Dunelm Technologist who will ascertain whether the item has been treated in such a way that the Dunelm Two Year Lighting Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dunelm Two Year Lighting Guarantee does apply you will be offered a replacement or like-for like replacement in the first instance. Where a replacement is unavailable you will be offered a credit to the value of your original purchase price for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dunelm Two Year Lighting Guarantee. 

Dated: September 2022

The above conditions relating to Dunelm’s Two Year Lighting Guarantee do not affect your statutory rights.

Five-year lighting guarantee

We offer a five-year guarantee on of the Dunelm own-brand integrated LED products.

What the guarantee covers:

Where the product you have purchased from Dunelm is provided with a five-year guarantee this is valid from the date of purchase. Please keep your Dunelm issued proof of purchase as we will need to see this to validate your guarantee. This guarantee applies only when the product has been used in your own home within England, Scotland, Wales, Northern Ireland and Jersey.

Your guarantee covers you against manufacturing faults and defects.

Your guarantee does not cover:

·       Accidental damage.

·       If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment.

·       If the appliance has not been installed or used in accordance with the instruction manual.

·       Normal wear and tear (dents and scratches) or consumable parts (such as fuses but excluding lightbulbs).

·       Any replacement of parts or repairs completed after purchase which have improperly completed or taken place outside of the guidance within the instruction manual.

·       Items which are sold as ex-display or clearance are excluded.

The guarantee only applies to the original purchaser of the item, any second-hand products that are still within their five-year guarantee are excluded.

The guarantee has no cash value and is non-transferable.

Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

How do you make a claim?

The following is required if you would like to make a claim:

i)  Proof of purchase (this can be a receipt or order confirmation issued by Dunelm); and

ii)  The product – to allow us to fully investigate your claim and arrange a like-for-like or similar product as a replacement (dependent on availability).

To make a claim under the guarantee:

iii) if you purchased the item instore, please bring the product and proof of purchase into your local Dunelm store; or

iv) if you purchased the item online, please visit our help pages at www.dunelm.com/info/help. We will need a description and photos of the fault or defect from you along with proof of purchase.

What do we offer?

Dunelm may submit any returned items for assessment by a Dunelm Technologist who will ascertain whether the item has been treated in such a way that the Dunelm Five Year Lighting Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dunelm Five Year Lighting Guarantee does apply you will be offered a replacement or like-for like replacement in the first instance. Where a replacement is unavailable you will be offered a credit to the value of your original purchase price for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dunelm Five Year Lighting Guarantee. 

Dated: September 2022

The above conditions relating to Dunelm’s Five Year Lighting Guarantee do not affect your statutory rights.

Dorma Bedding – 10 Year Guarantee

The Dorma Bedding Guarantee applies to products identified by labelling or packaging as described below. Items under the Dorma Bedding Guarantee have been tested to a minimum number of washes at 40 degrees to ensure they meet our extended quality and performance requirements listed under “What the Guarantee covers”.

The 10 Year Guarantee is valid from the date of purchase. Please keep your proof of purchase as we will need to see this to validate your Guarantee.

This Guarantee applies only when the product has been used for domestic use only within England, Scotland, Wales, Northern Ireland and Jersey.

What the Guarantee covers:

•       Fabric manufacturing defects such as fabric flaws, holes, or excessive bobbling*.

•       Excessive shrinkage leading to poor fit.

•       Tearing or broken seaming.

*any dispute as to whether bedding has excessive bobbling are to be determined by a Dunelm Technologist (below). 

What the Guarantee does not cover:

•       Accidental damage or that caused by unforeseen use or unexpected wear and tear

•       Product abuse, misuse or contact with animals

•       Deliberate damage or neglect of the product

•       Any cost of laundering or repair

•       Any associated/co-ordinating products – the guarantee covers only the affected product, not any other co-ordinating items purchased together within the range.

In order for your Guarantee to be honoured the product care and laundering instructions must be followed.

The Guarantee only applies to the original purchaser of the item, any second-hand products that are still within their 10 Year Guarantee are excluded.

The Guarantee has no cash value and is non-transferable.

The following is required if you would like to make a claim:

• Proof of purchase (this can be a receipt, order confirmation or a copy of your bank statement)

• The product - to allow us to fully investigate your claim and arrange a like-for-like or similar product as a replacement (dependent on availability). Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

To make a claim under the Guarantee please bring the product and proof of purchase into your local Dunelm store.

What do we offer?

Dunelm may submit any returned items for assessment by a Dunelm Technologist who will ascertain whether the item has been treated in such a way that the Dorma Bedding Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dorma Bedding Guarantee does apply you will be offered a replacement or like-for-like replacement in the first instance. Where a replacement is unavailable you will be offered a credit for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dorma Bedding Guarantee. 

How do you know if a product is covered by the 10 Year Guarantee?

Look out for the 10 Year Guarantee labelling on the outer packaging or against the product online and on the care label, this signifies that the product is covered.

The above conditions relating to the Dorma Bedding Guarantee do not affect your statutory rights.

Dated January 2023

Additional Terms of Purchase

In addition to our standard terms and conditions, personalised products are covered by the following terms.

• The content on a personalised product will be produced exactly as you enter it, including spelling and capitalisation.  We will allow you to preview the personalisation on the product.  Once you have submitted the personalisation, it will be uploaded onto the production system.  Please double-check your order on screen and your acknowledgement carefully to make sure that all the details, especially the personalised text you have requested, are correct before you submit it. It is your responsibility to ensure that content you have requested for inclusion in a personalised product is correct.

• You cannot cancel or amend an order once it has been confirmed and your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to personalised products unless they are faulty, damaged, missing or otherwise not in accordance with specification (see below).

• If we do not receive your personalisation within 3 days, the order will be cancelled.

• We will dispatch your personalised products within 3 working days from the date that your personalisation requirements have been submitted.  If you order a non-personalised product as well as a personalised product in the same order these will be delivered separately and the non-personalised product will be delivered in accordance with our standard Terms and Conditions.

• Please ensure you have read and understand our Content Rules below. By purchasing a personalised product, you are confirming that you agree to and will comply with our Content Rules. We reserve the right to refuse any order which is not in line with our Content Rules.

• If your personalised product is faulty, damaged, missing or otherwise not in accordance with specification, we will happily replace or refund it in accordance with the “Faulty Items” section of our returns and refunds policy.  However, refunds cannot be given if the fault is as a result of your own actions such as if personalisation is spelt incorrectly.

• By ordering a personalised product, you are agreeing that your details (name and contact details, including address) and the details that you provide of any other party, such as the recipient of the personalised product, can be shared with our third party supplier who provides the personalisation service only for the purposes of completing the personalisation service and delivering the product to you or the recipient.  Our Privacy Policy is here: Privacy Policy | Dunelm.

Content Rules

We do not permit personalised products to include any content which:

• Infringes anyone's copyright;

• Infringes any other rights, such as a trade mark, of any person or entity or a duty owed to any person or entity, such as a duty of confidentiality;

• Contains an emoji;

• Contravenes any applicable law (including, without limitation, any criminal law) or regulation;

• Is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or that might cause needless annoyance, inconvenience or distress to any person;

• Misrepresents identity or impersonates any person;

• Includes any material containing personally identifying information about another person, such as their address, phone number, or email address, except with the written approval of that person;

• Contains an image of a child, unless you are the parent or legal guardian of such child or you have obtained the consent of the parent or legal guardian to the use of such image. Dunelm may require you to provide such consent in writing before accepting the order for the personalised product.

• Contains material which is pornographic, obscene, indecent or offensive, which promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group;

• May harass, upset, embarrass or alarm any person;

• Gives the impression that it emanates from or has been approved by us; or

• Advocates, promotes or assists any unlawful act.

British Heart Foundation

• Dunelm take no responsibility for the services offered by British Heart Foundation, and any queries or customer service requests should be directed to British Heart Foundation by emailing customerservice@bhf.org.uk or calling 01372 541000

• Date Protection: Any data provided by the Customer to British Heart Foundation  is governed by the data privacy policy at:  https://www.bhf.org.uk/what-we-do/our-policies/our-privacy-and-cookies-policy

Clearabee

• Dunelm take no responsibility for the services offered by Clearabee, and any queries or customer service requests should be directed to Clearabee at:  https://www.clearabee.co.uk/contact

• Any customer service matters relating to the services provided by Clearabee should be made to Clearabee directly at: https://www.clearabee.co.uk/contact

• Date Protection: Any data provided by the Customer to Clearabee limited is governed by the data privacy policy at: https://www.clearabee.co.uk/privacy-policy 

Purchasing and spending Dunelm Gift Cards and e-Gift Cards. 

These terms and conditions apply to physical Gift Cards purchased online or within a Dunelm store or in any other participating UK retailer after 24th June 2024. These terms and conditions also apply to e-Gift Cards purchased online via www.dunelm.com or at other participating Gift Card retail websites.

E-Gift Cards purchased online will be dispatched by email to the designated email address you provide (once payment has cleared). e-Gift Cards cannot be purchased in-store. 

Physical cards purchased online will be delivered by Royal Mail. If you select 1st class post than delivery can be expected within 1-3 working days to most UK addresses but will not be tracked. Alternatively you can select a tracked service that will deliver in 2-5 working days.

Please note that we cannot guarantee delivery dates on weekends, Bank Holidays or to International addresses.

If you have any questions, email dunelm@buyatab.com or call our Gift Card partner Buyatab on 0800 208 1349

Gift Cards and e-Gift Cards purchased from Dunelm directly can be loaded with any amount from £1 to £999.   

Gift Cards and e-Gift Cards purchased from other retailers can be loaded with variable amounts as displayed on the card or website at the point of purchase. 

Gift Cards purchased after 24th June 2024 and e-Gift Cards can be used as full or part payment for eligible items in any Dunelm store or online at www.dunelm.com, provided the Gift Card or e-Gift Card is redeemed before the applicable expiry date (see ‘owning’ subsection below). Gift Cards purchased prior to 24th June 2024 can only be used in Dunelm stores, they cannot be used online. These cards can be identified by a barcode that starts with the number 9.  

Gift Cards or e-Gift Cards cannot be used for Made to Measure purchases using ‘Pay by Link’ or for the purchase of other Gift Cards or vouchers. Dunelm Gift Cards and e-Gift Cards cannot be redeemed against purchases using credit payment options such as, but not limited to, Creation, Klarna and PayPal. Gift Card and e-Gift Card purchases and redemption are not eligible for cashback or other loyalty points incentive or donation schemes when redeemed at Dunelm or through any other third party service. When paying with a Gift Card or e-Gift Card in combination with another payment method, the other payment method may still qualify for cashback, please check the relevant service terms. Other exclusions may apply as notified to you by Dunelm.  

If you do not have enough funds on your Gift Card or e-Gift Card to cover the total cost of your order (including delivery, where applicable), you will need to cover the balance with another accepted payment method. 

To use Gift Cards or e-Gift Cards in-store simply present your Gift Card or e-Gift Card to the cashier at the till. There is no upper limit on the number of Gift Cards or e-Gift Cards that may be used in a single transaction for purchases made in-store. 

To use Gift Cards or e-Gift Cards online, simply input the 19-digit card number and 4-digit PIN number displayed on the Gift card or e-Gift Card at the payment stage of your transaction. The maximum number of e-Gift Cards or Gift Cards that may be used in a single transaction for online purchases is limited to 1.  

If you do not spend the entire balance of a Gift Card or e-Gift Card the remaining balance will be available for the remainder of the validity period detailed below. If spent in-store, the remaining balance will be displayed on your printed till receipt. 

Owning Dunelm Gift Cards and e-Gift Cards 

Gift Cards or e-Gift Cards cannot be ‘topped-up’. You can perform a ‘balance enquiry’ at any Dunelm store by taking your card to the till point. Balance enquiries for Gift Cards purchased after 24th June 2024 or for e-Gift Cards can also be actioned online at www.dunelm.com/info/gift-cards. 

Gift Cards or e-Gift Cards are valid for a period of 24 months from the last transaction (which includes the initial card load, spending funds or balance enquiries). A Gift Card or e-Gift Card cannot be used after the relevant expiry date and any remaining balance will be cancelled and lost and the card will become invalid and no longer available for use. Dunelm has no obligation to remind or inform you of your Gift Card’s/ e-Gift Card’s expiry date and it is your sole responsibility to ensure that any balance is used in full prior to expiry. Dunelm will not refund or replace any balance remaining at expiry.  

Gift Cards or e-Gift Cards are not credit, debit or cheque guarantee cards, cannot be redeemed for cash or returned under Dunelm’s “Change of Mind” policy and cannot be sold or re-tendered. This will not affect any rights which you may be entitled to by law.  

Gift Cards or e-Gift Cards must be treated like cash. You are solely responsible for the safe keeping and security of your Gift Card or e-Gift Card. In cases where your gift card is lost, damaged or stolen, Dunelm is unable to replace unused cards or reimburse any remaining balance on a part-used card.  Dunelm cannot be held responsible for any balance lost on a Dunelm gift card as a result of theft or fraud or you losing your gift card. Dunelm cannot be held responsible for any unauthorised use where the card number and/ or PIN number have become known to another party. Gift cards and e-Gift Cards added to mobile wallets remain active in their original purchased format. They remain your responsibility for safe keeping and must be treated with the same care even after adding them to your mobile wallet. 

Where any item(s) purchased with a Gift Card or e-Gift Card are subsequently exchanged for an item of a lower price or refunded, any money owing to you by Dunelm will be credited in the form of another Gift Card or e-Gift Card. Where part payment was taken from a Gift Card or e-Gift Card, any money owing to you for exchanged or refunded items will be also be credited in the form of another Gift Card or e-Gift Card (as applicable) in the first instance. You should retain an expired Gift Card or e-Gift Card should you wish to return items which you have purchased using a Gift Card or e-Gift Card.  

Dunelm reserves the right to decline or withdraw Gift Cards or e-Gift Cards at any time and to take appropriate action, including the cancellation of Gift Cards or e-Gift Cards, if, in its discretion, it deems such action necessary (including in circumstances where Dunelm deems that a Gift Card or e-Gift Card has been tampered with, duplicated or which Dunelm suspects has been affected by fraud).  

Dunelm reserves the right to update and change these terms and conditions from time to time, where Dunelm considers it reasonable and necessary to do so. This does not affect your legal rights. By purchasing or using a Dunelm Gift Card or e-Gift Card, you accept the terms and conditions then in force and Dunelm therefore strongly recommends that you read the terms and conditions carefully. It is your responsibility to check the Dunelm gift card terms and conditions from time to time to ensure you are aware of any changes which may have been made.  

Personal data relating to your purchase or use of a Gift Card or e-Gift Card will be used in accordance with applicable data protection and privacy laws and Dunelm’s privacy policy which can be found at: www.dunelm.com/info/help/privacy.   

These terms and conditions are governed by and construed in accordance with the laws of England. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts. 

Dunelm’s Customer Services team can be contacted by filling out our online form or you can speak to one of our colleagues through our Live Chat service. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us Page found here: /contact-us. Live Chat is available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. 

Dunelm (Soft Furnishings) Ltd Watermead Business Park, Syston Leicestershire  LE7 1AD

VAT No: GB818 2-840 21

Registration No: 2129238

Terms and conditions will apply to all promotional voucher codes issued by us or on our behalf and will be made available with the relevant promotion. The terms will include a start and end date during which the code will be valid and may be used. Please note the end date for voucher codes, as codes automatically expire at the end date and cannot be extended.