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Home/About

Delivery

Over the last few weeks and months we’ve worked hard to carefully reintroduce home delivery, taking our time to review what needed to change to make them safer for everyone. 

We re-introduced our two-person delivery service, for furniture and larger items. After a period where our 2 person team travelled in separate vehicles to maintain social distancing, we have since reviewed this in line with updated Government advice and our drivers will return to travelling together where necessary. For everyone’s safety, both colleagues will continue to wear medical grade protective masks and gloves when bringing items to your home.

Where it’s safe to do so, we have reintroduced our ‘room of choice’ delivery option. This means that if you would like them to, our 2 person teams will be able to bring large delivery items inside your home and to any room, and can take away packaging too. 

We’ll call you in advance to ask where you’d like your delivery, so you’ll have the option of having your order taken to a specific room or we can make a contact-free delivery to your doorstep and take a verbal confirmation instead of a signature.

Please note, we are still following Government guidelines, so if your address is currently affected by local lockdown rules, if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to offer room of choice delivery. Instead we’ll make a contact-free delivery to your doorstep. 

We're currently experiencing a high number of queries to our customer care team, please check the delivery date on your order confirmation before reaching out to us. Please only contact us if your delivery date has passed and you have not received your order, or you have an issue with your order that needs our help.


 





Delivery FAQs

 To find out the latest info and advice relating to the Coronavirus outbreak, please click here

Home delivery: How much does it cost and when will it arrive?

We offer more than one delivery type, so the cost and time frame for your delivery depends on what you want to have delivered. For full details of the different delivery charges and options, please see below. The kinds of delivery available for each product are displayed on individual product pages, but we'll also remind you when you get to the checkout.

Is international delivery available?

Not at the moment, but we're looking at expanding our horizons in the future to bring Dunelm closer to international customers.

Delivery dates: Can I choose a specific day?

Not for standard and express delivery, but certain pieces of furniture and large items are available via Nominated Day delivery. With Nominated Day, you can choose your delivery date during checkout (some remote areas are excluded - see exclusions below). For items that are delivered directly from one of our suppliers, the courier will contact you to arrange a delivery date.

Do I need to sign for my delivery?

We've temporarily paused the requirement for a signature on delivery to protect you and our delivery team. For our standard deliveries, we will place your parcel in a safe place if possible, 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.

For furniture and large items, we have carefully reintroduced ‘room of choice’ deliveries* where safe to do so. We will call you before your delivery to ask if you’d like delivery to a room or you would prefer a contact-free doorstep delivery, so just let us know what you would prefer. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

*We're still following government guidance, so if you're self-isolating, have symptoms, or are currently under local lockdown, this service might not be available to you yet. Instead we’ll make a contact-free delivery to your doorstep.

When will I get my order?

This depends on what you've ordered. Once you reach the basket page you'll see a delivery date beside each item. For Standard Delivery items this will be an approximate date, but for Express Delivery this is a fixed date on which you can expect to receive your parcel.

For furniture or large items delivered via Nominated Day delivery you will be able to choose a delivery date during checkout, and if your large item is not eligible for Nominated Day delivery we will call you to arrange a convenient date.

It's possible you may see separate delivery dates on the basket page. This is because different products require different delivery types, or they might come from different storage locations.

How will I know my items are on their way?

Whatever items your order contains, you'll receive an email telling you what will happen next. This may include a link that will allow you to track the progress of your order. If you gave us your mobile number when you ordered online, you may also receive a text message from our couriers with more information about your delivery.

Nominated Day items require a scheduled arrival date, which you select during checkout. We’ll send you an email confirmation once you’ve placed your order, and the evening before your delivery is due, we’ll send you an SMS confirming a 4 hour time slot.

If you need to discuss or change your delivery date, please contact us.

Incomplete order: When will the rest arrive?

You'll find out during checkout if your order will be divided into different deliveries, and we'll keep you updated on the progress of each delivery using separate dispatch emails. That way you'll know what to expect when.

Missed delivery: what happens next?

If a courier attempts to deliver when no one is home, they'll leave a card to let you know what you should do next. In many cases they may get a neighbour to sign for your items, or try to deliver the following day, but all your choices will be listed on the card along with a contact number.

Can I change delivery details after my order is placed?

No, as a security precaution you can't change your delivery address once you've placed an order. This protects customers from address fraud and orders being redirected to a different unauthorised address after the purchase has been made.

Changing a Nominated Day delivery date: How do I do it?

If you are no longer able to accept a delivery on your chosen day, please contact us to discuss a more convenient delivery date.

Can large items be delivered to my room of choice?

Yes, we have safely reintroduced delivery to your room of choice for furniture and large items. We’ll call you ahead of time to ask if you’d prefer delivery to a room or a doorstep delivery. 

Please note, we are still following Government guidelines, so if your address is currently affected by local lockdown rules, if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to offer room of choice delivery. Instead we’ll make a contact-free delivery to your doorstep. 

How is my M2M order delivered and fitted? For everyone's safety, we've made some changes to the way we make our delivery and fitting service. This includes things like minimising contact with shared surfaces, and bringing our own cleaning supplies to sanitise the are we'll be working in. You can find out more right here.


Free Standard UK Delivery over £49

*Excludes furniture and large items

  • FREE delivery applies to standard orders of £49 and over, delivered to UK addresses.
  • Furniture and large items are excluded.
  • Standard delivery is only £3.95 for orders under £49.
  • Estimated delivery dates are shown on individual product pages and during checkout.
  • Our delivery estimates don't apply to remote areas. Scroll down to see if this will affect you, and how long your delivery will take.
  • Deliveries take place between 7am and 8pm, Monday to Saturday.

Express Delivery - £5.95, GB only (excluding Highlands & Islands)

* Excludes furniture and large items

  • Estimated delivery dates are shown on individual product pages and during checkout.
  • Orders placed between 8pm Thursday and 8pm Friday will be delivered the following Monday.
  • Orders placed after 8pm Friday will be delivered the following Tuesday.
  • Only available on eligible items, so please check individual product pages.
  • We're sorry, but we can't offer our express option for remote areas. Scroll down to see if this will affect you.

Royal Mail

  • 4-5 working days (some remote areas excluded - please scroll down to see exclusions).
  • We deliver between 7am and 8pm, Monday to Saturday.
  • When you checkout we'll provide an estimated delivery for your entire order.

Furniture delivery - £9.95

Delivered on your day of choice from Monday to Saturday between 7am and 8pm, available dates are shown during checkout.

  • Please provide your mobile phone number. Not only are they handy if we need to get in touch with you, but some of our couriers will use it to text you a 4-hour time slot on the day of your delivery, so you'll be able to plan your day better.
  • If you have other items in your basket that display a delivery lead-time they will be delivered separately. This is because the items will be dispatched from different warehouses.
  • If you live in a remote area, we will not allow you to select a delivery day of your choice on our website. Instead you will see a delivery lead-time in the checkout. As soon as we have received an order confirmation from our supplier we will call you to arrange a delivery date that’s convenient for you. The earliest available date will be within the delivery lead-time shown in checkout. For a list of postcodes in remote areas, please scroll down.
  • We have safely reintroduced room of choice delivery for furniture and large items
  • We will contact you before delivery to check if you or anyone in your home is self-isolating, and if so we'll discuss how best to deliver your order.

Furniture and Large Item FAQ's

What is considered to be a large item delivery?

We base this on the weight and dimensions of the item, so anything that needs a 2 person team to safely lift and move it around.

How do I know if the item I am ordering requires a 2 person delivery?

If an item says it costs £9.95 to get it delivered, it’s usually because the item is large enough or heavy enough to need a 2 person delivery. 

How are you keeping your colleagues safe if 2 people are needed to make deliveries?

During the last few months, where deliveries have required a 2 person team, our drivers have travelled in separate vehicles to maintain social distancing. We have since reviewed this in line with updated government advice, and our drivers have resumed travelling together where necessary. For everyone’s safety, both colleagues will continue to wear medical grade protective masks and gloves while bringing items to your home. Where safe to do so, we have carefully reintroduced room of choice delivery, and our drivers will aim to maintain the recommended 2m social distancing guidelines for the safety of you and our colleagues.

Do I need to be at home for my delivery?

Our drivers will knock on your door to confirm someone is inside to accept the delivery before placing the item at your doorstep. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

Can the item still be delivered to a room of choice?

Yes, we have safely reintroduced delivery to your room of choice for furniture and large items. We will call you before your delivery to ask if you’d like delivery to a room or you would prefer a contact-free doorstep delivery, so just let us know what you would prefer. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

We're still following government guidance, so if you're self-isolating, have symptoms, or are currently under local lockdown, this service might not be available to you yet. Instead we’ll make a contact-free delivery to your doorstep.

For doorstep deliveries, please make sure you are able to bring your item inside, or let us know in advance if you don’t think this is possible.

What if I need a large item collection?

To return furniture or other large items, you can request a contact-free collection by contacting us. If it’s safe to do so and you are comfortable with it, our team will collect the item from your room of choice. If you are isolating or don’t feel comfortable with an in-home collection, we ask that you place the item on your doorstep for a contact-free collection. Where possible our drivers will aim to maintain the recommended 2m social distancing guidelines for the safety of you and our colleagues.

If moving the item to the doorstep isn’t possible, don’t worry, you’ll still have 28 days from the date of purchase to return it. Please read our full returns policy for more information.

Will you be able to take my packaging away?

If you’d like us to take your packaging, let us know and we will be happy to take it away for recycling. We’ll need to either unwrap at your doorstep or for you to bring the packaging to us after you unwrap inside. We don’t recommend the removal of flat pack furniture packaging until you’re ready to construct it.


Large item delivery - £9.95

  • Delivery times vary, so check individual product pages for a better idea of when you'll receive your order.
  • We deliver between 7am and 8pm, Monday to Saturday.
  • Orders placed after 11:30am between Sunday and Thursday will be processed the next working day. Orders placed on a Friday, Saturday or Sunday will be processed on a Monday. This table should help you calculate a delivery lead time:

Order day: Monday before 11.30am Process Date: Monday Example delivery window: Wednesday – Friday

Order day: Monday after 11.30am Process Date: Tuesday Example delivery window: Thursday - Saturday

Order day: Tuesday before 11.30am Process Date: Tuesday Example delivery window: Thursday - Saturday

Order day: Tuesday after 11.30am Process Date: Wednesday Example delivery window: Friday - Monday

Order day: Wednesday before 11.30am Process Date: Wednesday Example delivery window: Friday - Monday

Order day: Wednesday after 11:30am Process Date: Thursday Example delivery window: Saturday - Tuesday

Order day: Thursday before 11.30am Process Date: Thursday Example delivery window: Saturday - Tuesday

Order day: Thursday after 11.30am Process Date: Friday Example delivery window: Monday - Wednesday

Order day: Friday before 11.30am Process Date: Friday Example delivery window: Monday - Wednesday

Order day: Saturday Process Date: Monday Example delivery window: Wednesday – Friday

Order day: Saturday Process Date: Monday Example delivery window: Wednesday – Friday

  • If you have multiple items in your basket they may be delivered separately. This is because the items will be dispatched from different warehouses.
  • Please provide your mobile phone number. Not only are they handy if we need to get in touch with you, but some of our couriers will use it text you a 4-hour time slot on the day of your delivery, so you'll be able to plan your day better.
  • It takes us a little longer to reach remote areas, once you’ve provided your postcode in the checkout we may need to adjust your delivery lead-time. For a list of remote post codes please scroll down

Made To Order furniture delivery - £9.95

  • 7-8 weeks for fabric sofas, 12-13 weeks for leather sofas (some remote areas excluded - please scroll down to see exclusions)
  • We deliver between 7am and 8pm, Monday to Saturday.
  • You'll need to provide a phone number (ideally mobile) so we can contact you to choose a convenient delivery day (Monday to Friday).
  • Due to the Government's advice on Coronavirus safety and distancing, we will not be able to enter your home. Our drivers will bring your order to your front door for a contact-free delivery.
  • We will contact you before delivery to check if you or anyone in your home is self-isolating, and if so we'll discuss how best to deliver your order.

Delivery to remote areas - Standard and Express

Unfortunately due to distance we are unable to include the following areas in our Standard Delivery time of 4 working days, however we will do our very best to get your order to you as quickly as possible. We are also unable to offer our express service to these locations:

Channel Islands Post codes GY1 - 9, JE1 - 4 Within 8 working days

Shetland & Orkney Post codes KW15 ­ 17, ZE1 ­ 3 Within 11 working days

Scottish Highlands & Western Isles Post codes PA41 - 49, PA61 - 75, 77, 78, PH41(2), 42, 43, 44 within 8 working days Post codes - HS9, PA76 Within 9 working days

Scottish Highlands Post codes IV21, 22, 23, 26, 27, IV24, 28, 63(7), IV40, 53 - 56 Within 8 working days (HS1 - 8 within 11 working days)

Isle of Man Post codes IM1 - 99 Within 11 working days

Cornwall and Scilly Post codes TR21 - 25 Within 11 working days

Northern Ireland Post codes BT1 - 99 Within 10 working days


Remote areas excluded from Furniture Delivery times

Unfortunately due to distance we are unable to include the following areas in our Furniture Delivery time of 7-14 working days, however we will do our very best to get your order to you as quickly as possible.

Northern Ireland BT

Kirkwall KW

Isle of Wight P030-41

Inverness IV

Jersey JE

Guernsey GY

Outer Hebrides HS

Isle of Man IM

Isles of Scilly TR21-25

Lerwick ZE


Extra delivery information

Public and bank holidays

Please note that we are unable to deliver on public and bank holidays.

Deliveries requiring a signature

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.

International delivery

We do not currently provide an international delivery service.

BFPO

We don't currently accept payments made using BFPO registered credit cards, nor do we offer a delivery service to BFPO addresses.

Customer services

If you have any questions regarding delivery not covered by our FAQs or Terms & Conditions please contact our Customer services team on 0345 165 6565 or submit a query through our contact form.


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