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 and Northern Ireland.
Our stores in Wales will remain closed in line with the guidance for this area, but we hope that we’ll be able to welcome customers back soon. In the meantime, you can still use Click & Collect contact-free at our Welsh stores.
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?
As part of a careful and gradual process, we slowly opened some of our stores so we could ensure our safety measures were working. We have now fully opened all of our England, Scotland and Northern Ireland stores. If your local store is open, you will have the added option of claiming your Click & Collect order from our internal collection desk, as well as our external collection point or delivery to car option.
Which stores will be open?
All of our stores in England, Scotland and Northern Ireland have fully reopened with social distancing and safety measures in place. Our stores in Wales will remain closed in line with the guidance for this area, but we hope that we’ll be able to welcome customers back soon. In the meantime, you can still use Click & Collect contact-free at our Welsh stores.
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.
Why haven't stores in Wales reopened?
Our stores in Wales will remain closed in line with the government guidelines for this area, but we hope that we’ll be able to welcome customers back soon. In the meantime, you can still use Click & Collect contact-free at our Welsh stores.
Can I still use Click & Collect?
We have introduced contact-free Click & Collect at almost every store, with a choice of collection methods: store collection at the till, at the door or delivery to your car. You can find out more here.
We’re experiencing a high volume of click & collect orders, please wait for your collection confirmation email, this may take up to 24 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.
- For large item deliveries that require a 2 person team, we are operating in two vehicles so that we can maintain social distancing.
- 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.
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, our drivers will travel to your home in separate vehicles to maintain social distancing, and will wear protective facemasks when bringing the item 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.