Coronavirus Information and Update
Over the last few weeks we've gone from normal service to closing our stores and website, to changing the way our warehouse colleagues work, slowly reintroducing online shopping with contact-free deliveries, and most recently we've rolled out contact-free collections too.
At the start of May, the Government gave their approval for homeware stores to re-open, but we've waited until we feel ready and confident in our safety measures. During this time we've enlisted the help of experts from the NHS, Government and Trading Standards to advise us of what we needed to do, and what we must continue doing to ensure that we are helping everyone stay safe and well. After much planning and preparation, we know we can safely begin to re-open our stores.
As with everything we've done so far we have approached this carefully. We started by re-opening just a few stores in the Midlands first, then expanded to a group of 39 stores covering more of the UK. We are very happy to now be re-opening all stores in England, Scotland, Wales and Northern Ireland.
Of course we're very happy to welcome back our colleagues and customers, but we will continue to take hygiene and safety very seriously. Our stores are re-opening with guidelines in place to make sure we can all stay safe, from limiting the amount of people in-store at once, to social-distancing guidance, protective equipment for all colleagues, and rigorous cleaning of all areas.
We know that many of you are looking forward to visiting your local store again, but we also understand that some people might feel uncertain about it. For those of you who feel more comfortable staying in your own space, we've introduced contact-free ways to shop, and with options that include deliveries to your car to virtual appointments with a personal shopper, we hope there's something for everyone.
So we're back, we're safer than ever, and we can't wait to see you again soon.
We really appreciate your support and understanding at this time, and we will continue to respond as the situation develops and share any further changes with you. For more information, please see our FAQs and if we've missed anything, please contact us.
Are stores open?
All of our stores have now fully reopened with social distancing and safety measures in place.
For opening times please check here.
Please be aware that our Pausa Coffee Shops will remain closed until we feel it's safe to resume operating again.
Can I still use Click & Collect?
We’re experiencing a high volume of click & collect orders, please wait for your collection confirmation email, this may take up to 3 hours.
Why is Dunelm.com open for orders, is this safe?
Our priority remains protecting the health, safety and wellbeing of our colleagues. As part of our revised ways of working, we have introduced a number of measures which we have developed in conjunction with external consultants. We’d like to thank our colleagues and suppliers for their continued support in bringing these changes in and adapting so quickly.
- Improved communication around the importance of health and safety in the current situation
- Reorganised processes right through the business to guarantee 2 metre social distancing in all areas
- Staggered start times and breaks with reduced numbers of colleagues on site at any time to avoid unnecessary contact
- Introduced a one way system for colleagues arriving and exiting
- Given personal hygiene equipment to every colleague
- Enhanced our cleaning regime and hygiene protocols for all personal employee equipment and across all common areas
- Closed off locker areas and brought in extra toilets to ensure they can be regularly cleaned
- Dedicated senior managers responsible for implementing all new protocols; and
- Put marshalls in place to ensure all new protocols are being followed.
- When carrying the item to your doorstep, our drivers will wear facemasks to ensure their safety when 2 metre distancing is not possible.
Colleagues will receive full training on these new measures when they come back to work.
We will of course continue to monitor the situation closely and will follow all government advice and guidelines as they develop in the coming days and weeks.
If, however, you work for us, a supplier or agency and do not feel these steps have been taken, please contact us and we will follow up on this immediately.
Can I track my online order?
You can now track online orders here for information on how long your parcel will take. Just enter the 10-digit order number found on your confirmation email to view expected delivery dates.
We are currently experiencing a high volume of contacts into our Customer Services team, so it may take us a little longer to respond to enquiries. If you have any questions on the status of your order, we would politely request that you wait to contact us to check the status of your order until the confirmed delivery date found on the tracking order page or in your order confirmation email has passed.
How do I return my order?
Store returns are now available in all stores in England and Northern Ireland which have safely reopened. If you made a purchase from 1st March 2020 you'll be able to return or exchange items for up to 56 days after our stores reopened.
For online orders, check our returns policy for our available options. If you purchased an item online or by phone and returned it via our collection service, your refund will be processed when the item is back with us and has been logged. At the moment this can take up to 21 days. We'll send you an email to confirm once your refund has been processed, and it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.
To return furniture or other large items, you can request a contact-free collection by contacting us. Please bear in mind that you’ll need to place the item on your doorstep so we can safely pick it up without entering your home.
If you’ve already spoken to us about arranging a collection you don’t need to get in touch again, we have your details and we will call you to make arrangements.
For any items purchased before March 1st 2020, our usual returns policy of 28 days applies. Exclusions apply, please see our Returns Policy for full details.
What if I wish to cancel my order?
Please contact us if you wish to cancel your order. Please be aware we are dealing with a high volume of contacts and will respond to you as quickly as possible.
What if my gift card is about to expire?
If your gift card has expired after 1st March 2020 or you have one that is due to expire before our stores reopen, let us know via our contact form and we will replace it for you.
I’m concerned about accepting my home delivery order, what do I do?
We've made a few changes to our deliveries to make them safer for everyone.
All of our deliveries are now contact free. If possible, we will place your order in a safe place, and post a note through your letterbox to let you know where to find it. If we can't find a safe place or it’s a large item, we'll place the package on your doorstep, knock on your door, and stand at a safe distance while we verbally confirm your name and delivery. This is instead of asking for a signature. To protect the health and safety of you and our colleagues we will not be able to bring any items into your home, we will only deliver to the doorstep.
Will my home delivery take longer?
Our delivery drivers are an integral part of our team, so to keep them safe we may need to reduce or pause our delivery service. This could mean your delivery takes longer to get to you, but we will let you know on individual product pages and in your shopping basket if we expect any delays. We’d like to thank you for your patience during this time.
For deliveries requiring a 2 person team, colleagues have resumed travelling together in vehicles where necessary. This is in accordance with the revised Government guidelines on social distancing, and they will continue to wear medical grade protective masks and gloves when bringing items to your doorstep. We will not enter your home, so please make sure you are able to bring the item inside yourself.
Can I order large items for home delivery?
Yes you can. We took a 3 week break to look carefully at how we could offer this option safely, and now we’re confident in our new precautions we have reintroduced our large item delivery service. These deliveries will be completely contact-free to your doorstep, and won’t require a signature. To protect the health and wellbeing of you and our colleagues we will not be able to enter your home, so please bear in mind that you will need to bring your item inside without our assistance.
What if my order is cancelled?
We will let you know by email if we need to cancel your order for any reason. You will receive a cancellation and refund notification by email. Please be aware that due to some of our suppliers being closed, some cancellations are taking longer to process than usual, however you will receive notification when your refund has been processed.
I have a question about my order and need to contact someone
We're still here for you. We have arranged for our customer support colleagues to work remotely to answer your questions, though due to the volume of enquiries it may take us a little longer to respond. Alternatively, you can contact us using our online form and one of our colleagues will be in touch as soon as possible.
Live Chat FAQs
What is Live Chat?
This instant messaging service connects you to a member of our customer team who will be able to answer your questions and give assistance there and then.
How does it work?
Live Chat is available between 9am – 4pm. To help us answer your queries as efficiently as possible, please have any order details and address details ready. Once you're chatting to us, please don't refresh your Live Chat page.
Where can I find Live Chat?
What are the opening hours for Live Chat?
You can use Live Chat between 9am and 4pm Monday-Friday. If you are in the queue or are talking to a colleague when the clock strikes 4pm, don't worry! We'll stay on and get to the bottom of your query.
Why does it say, ‘We’re unable to start a chat at this time’?
We don't want to keep you waiting in a long queue (and you probably don't want that either), so we'll show this message when all of our colleagues are already in chats with other customers. Please try again later, or use the Contact Us form as an alternative way to get in touch.