Frequently Asked Questions

You can track your online order using 'My Account'. If you checked out as a guest when placing your order, you can track your order here - simply enter the 10-digit order number found on your confirmation email.

Once an order for Home Delivery is placed, these cannot be cancelled. We advise you to refuse delivery and apologise for any inconvenience.

For Made to Measure item cancellations, we ask that you inform your consultant you placed the order with before closing on the same day you placed the order. For Made to Order furniture, we provide a 7 day 'cooling off' period during which you can contact us via Live Chat. Once this time has passed, we can no longer cancel or amend.

If you wish to cancel a Click & Collect order, simply wait 7 days until the order expiries and this will trigger a refund.

You can speak to one of our colleagues through our Live Chat service. Available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.

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.

Unfortunately, we cannot give back in stock dates on specific items at this time. We often continue to show out of stock products online so that you have access to the product details, for when they are back in stock.

Gift cards are available to purchase from stores across the UK. Please note, our gift cards can only be used for in-store purchases made at the tills 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.

We hope you're happy with your item(s), however if you do need to return an item, there are a few ways you can do this:

• The quickest way to return an item and to receive a refund is via store return. Please note, this currently excludes large furniture and large items. To find your local store, click here.

• You can also return an item(s) to an Evri Parcel shop. If you were logged in to your Dunelm account at the time of purchase, you can raise a return here. If you don't have a Dunelm account, you raise a return here, just have your 10-digit order number and email address ready.

• If you would like to return a large item or large furniture item, you can contact us via our Live Chat service to arrange a collection with one of our colleagues.

For more information on returns and refunds, click here.

For an item(s) returned to store, your refund will be with you in 3-5 working days. This is the quickest way to receive a refund.

If you returned your item(s) via Parcelshop or via Collection, your return may take up to 2 weeks to reach us and be processed. You will receive an email confirmation when your refund been actioned.

Your order may have been split into several deliveries and therefore may have different delivery dates. Please check your order using 'My Account' or 'Track My Order'.

For small items, you can request a replacement when arranging a return on 'My Account' or ‘Track My Order’. When your product arrives back to us, we’ll issue the replacement item. For large items, please contact us via Live Chat and we'll arrange a collection and replacement. Live Chat is available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.

For furniture and large items, we have offer a ‘room of choice’ option, so our drivers can place the item in your home if you wish or instead we can make a contact-free doorstep delivery.

We will call before we arrive, and if you aren’t 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. 

You can contact us using live chat (which can be located in the bottom right-hand corner on the Contact Us page) or you can use our online form, and one of our colleagues will be in touch as soon as possible.

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.

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.

Can I find out when a product will be back in stock?

Unfortunately we cannot give dates on specific items at this time. We continue to show out of stock products online so that you have access to the product details. Please bear with us and we'll do everything we can do to get the item(s) back in.

• What should I do if my furniture has been delivered damaged?

If you believe any sofa, mattress or furniture item is faulty, please contact us on 0345 165 6565 as soon as you become aware of a fault. If your order was over £199 the agent you contact will ask for photos of the damage. To save time it’s best to take these before contacting us.

• What are my options?

If your sofa, mattress or furniture item is deemed to be faulty within 30 days of receipt, where possible we will offer for the item to be repaired or replaced, however you are also able to reject the item and receive a full refund.

After 30 days from delivery you have the right to a repair or replacement of a faulty item. We will request images of any damage or fault reported and inspect the item in the home to assess whether the item should be repaired or replaced under the Consumer Rights Act.

• Which company carry out the repairs?

We will arrange for an independent expert to inspect the item in your home. Where possible they will arrange for the fault to be repaired. Full details can be found here.

Please note that in accordance with our privacy policy, in order to facilitate a repair, your details will be shared with the independent repair company.

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.

Please visit our returns section Dunelm.com/returns to view the returns options available to you.

If you wish to arrange a replacement item, please contact us.

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, 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.

Can I recycle anything?

Textiles only, please! We’re currently only accepting textiles because this is what our partner specialises in re-using and turning into something new. If you have any of the below textiles, please drop them off in the take back areas in store

• Duvet covers

• Sheets

• Pillowcases

• Bedding protection

• Duvets

• Pillows 

• Towels

• Bath mats

• Shower curtains

• Fabric tablecloths

• Fabric runners

• Fabric placemats

• Tea towels

• Fabric aprons

• Throws

• Blankets

• Cushions and covers

• Curtains

Do the textiles have to be clean?

Yes please, We’d like only clean items so we can make sure as much as possible gets reused, promoting a circular economy, and doing more for the environment. Please take the time to give your items a wash before you donate them.

What if my textiles are ripped?

That’s totally fine. We’ll be doing as much as we can to reuse items, but where this isn’t possible, we’ll also be recycling the items to give them a new life.

What happens to my textiles after they’ve been donated?

The items will be sorted by our fabulous re-use partner. They will reuse as much as they can, ensuring that the items promote a circular economy and second life. All feather filled items will be turned into a new product, and where items cannot be reused, they’ll be recycled - nothing goes to landfill!

Can I take my recyclable textiles to any store?

Yes! 165 of our 175 stores are offering this service. The excluded stores are:

• Carmarthen

• Crawley

• Harrow

• Jersey

• Kidderminster

• Llanelli

• Loughborough

• Rugby

• Scarborough

• Yeovil

Customers who have purchased a new electrical item from 18th January 2021 onwards are eligible to bring their old like for like electrical item back.

What does the electricals take back scheme cover? The electricals take back scheme covers the free recycling of old, like for like electricals, when a new electrical purchase is made. 

Do I have to buy a new electrical item to bring back my old electrical item? Yes - in order to qualify, customers must purchase a new like for like electrical item, then return their old electrical item to their nearest Dunelm store within 28 days.

How does it work? If you’re buying a new electrical item from us, we'll recycle the one you’re replacing for free. Everything with a plug, battery or cable can be recycled and turned into something new. Simply bring your old electrical item back to your nearest Dunelm store along with your proof of purchase within 28 days of purchasing your new item.

For in-store purchases, the following process applies:

• The new electrical item must be purchased at a Dunelm store.

• The old electrical item can be returned at the time of purchase, or within a maximum period of 28 days from purchase.

• Proof of purchase for the new item will need to be provided.

• Items returned must be: clean, dry and free from any food waste contamination; and restored to factory settings with all personal data removed if applicable.

For online purchases, the following process applies:

• The new electrical item must be purchased via www.dunelm.com.

• Once the order has been delivered, the old electrical item must be returned to a Dunelm store within 28 days of delivery of the new item.

• Proof of purchase for the new item will need to be provided in the form of a dispatch note, dispatch email or confirmation email.

• Items returned must be: clean, dry and free from any food waste contamination; and restored to factory settings with all personal data removed if applicable.

Can I return any electrical item? Like for like electrical items will be accepted only - the old item must be similar to the new item being purchased and have the same primary function. We are not required to accept electrical items we do not sell or products that are larger than products we currently retail.

Will you accept any brand of electrical? Yes, we will accept old like for like electrical items from any brand.

Are light bulbs accepted? Yes, light bulbs are accepted, however filament light bulbs specifically are excluded from this scheme (reg 7c).

What if I am outside the 28 day period? Any items returned after the 28 day period may be accepted at the discretion of the individual store.

We reserve the right to refuse an item that is too heavy to be picked up by one person or for health and hygiene reasons.