Help
Menu
Search
Close
Garden
Furniture
Beds
Bedding
Curtains
Blinds
Rugs
Decor
Lighting
Cushions
Kitchen
Bath
Baby & Kids
Storage
Coronavirus
The latest information & updates
We're back delivering to your homeMore items added daily, although delivery of our larger items is currently paused until we can get these safely to you >
Home/About

Coronavirus Information and Update


Since Dunelm was founded over forty years ago, we’ve always strived to Do The Right Thing, and that isn’t changing.

These are extraordinary times and we know, like all of us here at Dunelm, many of you are concerned about coronavirus. Our thoughts are with those affected and the people caring for them. 

With our stores and website closed it's been a bit quiet around here, but we've used that time to make and execute a very careful plan that allows us to follow Government advice, keep our teams safe, and provide our customers with the home items they need.

In light of that, our stores remain closed but we are now able to take orders online. We’ve made selected items available for delivery and we'll be adding more regularly, so we'll be able to offer you lots more choice in no time. Sadly, as our larger items need a two-person team for deliveries they present more of a challenge, so, for now, furniture and large pieces won't be available.

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.

FAQs


Why are Dunelm stores closed?

Following the Government's announcement, we have temporarily closed all of our stores to keep our colleagues and customers safe and help fight the spread of Covid-19. You will continue to be able to browse and shop our range via our website and have items delivered directly to you. All our deliveries are contact free.

Do you know when the stores will re-open?

Our physical stores will stay closed until the experts tell us it's safe to reopen, and we'll let you know when we're ready to welcome you back.

Why is Dunelm.com open for orders, is this safe?

We paused online shopping so we had time to make sure we can offer a safe and reliable service. We used the time to review the latest Government advice and make a few changes to provide a safe working environment for our colleagues and safe shopping for you.

We're carefully reintroducing home delivery with help from some of our longest-running suppliers, many of whom have worked with us from our early days on a market stall in Leicester. They are very much a part of the Dunelm family, which is why we are confident that they're the people to help us get back up and running first.

Can I still use Click & Collect?

We're sorry, but while our stores are closed we can't complete any Click & Collect orders. We'll make this option available again once stores re-open.

What will happen to my Click & Collect order?

If you placed a Click & Collect order but were not able to collect it before our stores closed, we have cancelled the items and you should have received a refund notification. If you haven't seen a refund email from us,  please let us know so we can sort it out.

What will happen to my Made to Measure order?

As you've already placed your custom order, it has either been made or is in the process of being made. We will look after your items in one of our stores or our manufacturing centre until we re-open our stores and collection or home delivery is possible. We will be in touch to update you on this, but if you have an urgent question please contact us.

How do I make a return?

As our stores are closed, we are unable to make any refunds at this time. We apologise for any inconvenience this causes, and we will be extending our returns policy so you will be able to return any items purchased from 1st March 2020 for up to 28 days after your store reopens.

How do I return my online order?

As our stores are closed, in-store refunds are not possible at the moment, however, we are extending our in-store returns policy for when store re-open. If you made a purchase from 1st March 2020 you'll be able to return or exchange items for up to 28 days after our stores reopen. 

For online orders, check our returns page for our available options. Online returns work as usual, with the exception of not being able to make returns to stores.

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 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. Sadly, as our larger items need a two-person team for deliveries they present more of a challenge, so, for now, furniture and large pieces won't be available.

For our standard deliveries, we have made changes to make them contact free. If possible, we will place your parcel in a safe place, and post a calling card through your letterbox to let you know where you'll find it. If we can't find a safe place, we'll knock on your door to make the delivery, but we won't ask for a signature. Instead, we'll just ask for your name to make sure we've got the right home.

Can I still shop online?

We're carefully reintroducing home delivery with help from some of our longest-running suppliers, many of whom have worked with us from our early days on a market stall in Leicester. They are very much a part of the Dunelm family, which is why we are confident that they're the people to help us get back up and running first.

In light of that, our stores remain closed but we are now able to take orders online. We’ve made selected items available for delivery and we'll be adding more regularly, so we'll be able to offer you lots more choice in no time.

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.

Why can't I order large items for home delivery?

We have decided to stop all two person deliveries for larger items while we explore safe ways to do them. We need more time to do this so we cannot offer this service temporarily. We are sorry for any inconvenience caused and hope you can understand this decision to keep you and our colleagues safe.

Will my order be delayed?  What happens if it is?

All orders have been affected as a result of the urgent need to respond to changes to safety requirements. Orders have been delayed and we are working closely with our distribution teams to get these to you as quickly and safely as possible. You will receive a dispatch email when your order is on its way. If for any reason, we are unable to fulfil your order, you will be contacted as a priority. We apologise again for any inconvenience caused.

What if my order is cancelled?

We will let you know by email if we need to cancel your order for any reason, and we’ll tell you what happens next, including how refunds work. If your query is urgent, please contact Customer Services

What happens if I have a Made to Measure fitting appointment scheduled?

We’re sorry, we’ve temporarily closed our home fitting service until further notice for the safety of our colleagues and our customers. We will call you to let you know about the cancellation, and once it is safe to go ahead we will be in touch to rearrange your appointment.

I have a question about my order and need to contact someone

We're still here for you. We have arranged for a number of 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.

Dunelm uses cookies to improve your experience and our business. See our privacy policy, or continue browsing to accept our use of cookies.