Frequently Asked Questions
At Dunelm, we’ve always strived to Do The Right Thing, and that isn’t changing. We did the right thing by closing all of our stores and online operations, whilst we fully evaluated the situation and considered our next steps.
Over the last few weeks we’ve worked hard to carefully reintroduce home delivery. We took the necessary time to review how we work and how we needed to change, and added in new precautionary measures to make sure every step of the process is safe for all of our colleagues. We’re confident that we’ve made the right choices, and we’re pleased to say that now we are able to offer almost our full range.
After taking the time to work out a safe solution, we have re-introduced our two-person delivery service, for furniture and larger items. For the safety of you and our colleagues these deliveries are completely contact-free, so we will place your order on your doorstep and confirm delivery verbally instead of taking a signature.
We have looked extensively into the way we work, and reviewed our processes to make our Click & Collect service completely contact-free and safe for our colleagues and customers. The Government has been supportive of Click & Collect services as long as they are doing their part to protect the health and wellbeing of the country. We're happy to say that we are carefully rolling out 2 new ways to use Click & Collect, as well as fully reopening all of our stores in England and Northern Ireland as part of a careful and gradual process. Stores are reopening with a few changes to the way we work to ensure everyone is able to shop safely with social distancing and hygiene measures in place.
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 we have reviewed health & safety guidelines for our Pausa cafes and selected cafes have now reopened. To find out if a Pausa near you has reopened, please check your local store information here.
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?
As 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 once you've received your confirmation email 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. You can now contact us on 0345 165 6565. 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.
Furniture & Large Item FAQs
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?
In order for us to follow Government guidelines on social distancing, when a delivery needs 2 people they will travel in separate vehicles to reach your location. Both colleagues will then wear medical grade protective masks and gloves to remove your item from the delivery vehicle and place it on your doorstep.
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?
Not at the moment. In line with current Government guidelines, our deliveries are now contact-free and designed to maintain social distancing measures. To protect the safety of our customers and colleagues, we will only deliver to your doorstep. 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?
We’ve introduced safe, contact-free collections for furniture and large items. To arrange a collection you’ll need to contact us, and make sure your item is placed on your doorstep at the agreed time and date.
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.
We’ll knock on your door and step at least 2m away, so we can verbally confirm the collection is taking place and then you can leave the rest to us.
If moving the item to the doorstep isn’t possible, don’t worry, you’ll still be able to return it. Our returns policy has been extended, so it’s just a matter of waiting until normal service resumes.
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.
Made to Measure FAQs
Can I make an appointment to order new Made To Measure curtains and blinds?
Yes, while our stores are closed you can book an appointment with one of our Made to Measure consultants by completing the online form. Within 48 hours we will email you a confirmation of your booking and an exact time for your appointment. One of our Made To Measure consultants will then get in touch via email to share a phone or video call link.
Is it safe for your colleagues to be working?
To ensure we are following the Government’s advice about social distancing, we’ve reduced the number of colleagues inside of our manufacturing centre at any one time so everyone has the space they need to work safely.
What products are available to order?
Our consultant can discuss the options in detail with you, however curtains, roman blinds, tie backs and cushion covers can all be ordered during your consultation. Our suppliers for hard blinds, track, poles, shutters and voiles are currently closed.
How long will my order take?
Your order should be ready within 4 weeks. Once it’s complete, we will pass your items on to our courier, who will send you an email with an estimated delivery date.
Are you still offering a fitting service?
We’re sorry, but for the safety of our customers and colleagues we’ve temporarily closed our home fitting service until further notice.
What has happened to my outstanding order?
If you’ve already placed your Made To Measure 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 our stores reopen, or home delivery is possible for your order. As soon as we have an update on this, we will be in touch with you.
What’s happened to my fitting appointment?
As a safety precaution for you and our colleagues, we have paused our home fitting service until further notice. If you have arranged for a fitting, we will contact you when home visits are possible again to rescheduled your appointment.
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.
Virtual Shopping FAQs
What is Virtual Shopping?
Our Virtual Shopping service provides you with a one on one appointment with our in-store Shopping Companions. They'll be able to show you our latest products and top trends, as well as any products you're interested in.
How does the Virtual Shopping service work?
1. Book your appointment online and tell us a little bit about your style and what items you're interested in. Your email confirmation will contain a link to join the call. 2. On the call, we’ll discuss ideas and pick out options, helping you with whatever you're looking for. 3. After your appointment, we’ll send you a shopping list of all the items we discussed on the call. 4. You can shop online and order your products for Click & Collect at your nearest store.
How long will appointments last?
Your booking is for a 45-minute session with your personal shopper, but you don't need to use all the time if you don't need it.
How will you call me?
We use Microsoft Teams for the appointment. Joining the call is simple and all you need is the click the 'Join Teams Meeting' link on your booking confirmation or reminder email.
How do I join the call and use Microsoft Bookings on a mobile or tablet device?
1. Go onto the App Store or Play Store on your device, then search for and download Microsoft Teams. 2. Before the appointment, click on the 'Join Teams Meeting' link on your booking confirmation or reminder email. 3. Once the Microsoft Teams app opens, select 'Join as a Guest'. The app will prompt for microphone access, so just select 'OK'. 4. Enter your name in the name field. 5. Once you click 'Join Meeting', you will connect and wait for the Shopping Companion to allow you into the meeting room. Once in the room, you can click on the camera button in the app and grant access for the Shopping Companion to see you. You will see a preview of yourself in the bottom right of the screen. If you don't want the Shopping Companion to see you, you can keep your camera turned off.
Is the Virtual Shopping service free?
Yes, it's totally free and there's no obligation to buy anything.
How do I purchase the products I was interested in?
Within a few hours of the call, we'll send you an email listing any products that were discussed. The list of products will contain links so you can easily shop them online, then order them for Home Delivery or Click & Collect.
Can I buy the products in-store?
Yes, you can visit any of our stores or you can place an order for Click & Collect if you would like to save time.
I haven't received the booking confirmation email, what do I do?
Your booking confirmation and reminder emails may be filtering into your junk folder. Please remember to check this folder and move it to your inbox.
I entered the wrong details, what do I do?
Don't worry, just click on the 'Manage Booking' link in your booking confirmation email, click reschedule, edit your details, then click on 'Update Booking'. If you do not want to edit the date or time, don't amend these parts.
I want to cancel my appointment, what do I do?
Your booking confirmation email has a link in it for just that. Click on the 'Manage Booking' link, then click 'Cancel Booking'.
I can't connect to the video call, what do I do?
Don't worry if you can't get in touch - your Shopping Companion will call you on the number you have provided if they cannot reach you on the video call link.
Do I have to use a video call?
If you would rather have your call without video, simply keep your camera/ video off during the call
Is Virtual Shopping only available at your Redditch and Erdington stores?
Right now we're only using our Redditch and Erdington stores for Virtual Shopping appointments. We'll be looking to launch Virtual Shopping across the rest of our stores soon.
Can I select which store I want to have my Virtual Shopping appointment in?
Unfortunately not. Right now we're only using our Redditch and Erdington stores for Virtual Shopping appointments, which means your appointment could be at either of the stores, regardless of your location.
Do all of your stores have the same products?
Our stores have many of the same products, but sometimes there are differences due to store sizes or stock. If your local store doesn't have something you're looking for, try our biggest store at Dunelm.com instead.
I have a question about an existing order, can I book an appointment to talk about it?
The aim of our Virtual Shopping service is for our Shopping Companions to show you our latest products and top trends, as well as any products you're interested in. Unfortunately, our Shopping Companions will not be able to deal with any specific order queries. If you have a question about a Click & Collect order, please contact your local store - you can view our store information and contact details here. If you have a question about a Home Delivery order, please contact us 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, check our delivery information. 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). 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 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.
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.
I've seen an item in store but I want it delivered, is this possible?
Not at the moment. All home delivery items come from our central distribution centre, we don't collect items from stores, so there may be times when a product is available to reserve in store but unavailable for delivery. Once stock of that item is replenished in our central warehouse, home delivery will be available.
Can you transfer stock between stores?
Maybe in the future, but we don't offer this service at the moment.
Can I get a home delivery item delivered to a store?
For security reasons, no. Home delivery orders are sent from our central distribution centre to your specified address only. This is to provide a consistent and secure delivery service for all of our orders, and protect customers from having their items intercepted. Additionally, some of our home delivery items are large and/or heavy, so we prefer to let professional couriers bring them to you safely.
I've seen an item in-store, why can't I find it online?
We offer a wide range of products so it isn't always possible for our online store to match the availability of our in-store range. The same is true of the reverse, as we offer an expanding range of products that are exclusively available online.
If you've seen an item at your local Dunelm, get in touch with the store to check if it's still available.
How can I pay for my order?
You'll need a credit or debit card registered to a UK address to pay for your items online. We accept the following cards: Maestro, Visa Debit, Visa Credit and MasterCard. We also accept payment via UK registered PayPal accounts.
How do I pay with PayPal?
Check out as normal and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment. Once you have completed this, you will be returned to Dunelm.com to view our confirmation order page.
We'll send you an email with the details of your order, and you should also receive two emails from PayPal firstly to notify you that a payment has been authorised to us, and then to let you know payment has been sent to us once we have dispatched the order.
Is the website secure?
Yes. Our website is secured using an SSL EV certificate, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are a great priority to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see the security section on our Privacy & Cookies page.
My credit card is registered abroad, can I place an order to be delivered in the UK?
We only accept payments from cards registered to a UK address at present, regardless of the delivery destination.
Can I change or cancel my order?
Our orders are dispatched promptly, therefore we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods. With the exception of custom made items, this cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty.
Returns, refunds and exchanges
Can I buy gift cards online?
We're sorry for any inconvenience, but it isn't possible to buy a gift card online at the moment.
Can they be used online?
Sorry - but we can't offer this at the moment. Our gift cards can only be used for in-store purchases made at the tills once our stores have reopened, and only for items that can be taken home that day. This means they cannot be used for in-store purchases made on tablets with the help of our colleagues, as this is an online transaction.
How long are gift cards valid for?
2 years from the point of purchase, or the most recent top up. Once your card expires, it can no longer be used.
Can I top up my gift card?
Yes, you can top up and re-use your gift card as many times as you like by adding to its value whenever you are in a Dunelm store.
What do I do if I've lost my gift card?
If your gift card hasn't already been used and you still have your receipt with the gift card number printed on it, contact us and we'll be able to cancel your original and send out a reissued gift card.