Frequently Asked Questions
Top Frequently Asked Questions
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.
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.
*Please note, our drivers can deliver an item(s) to your room of choice up to the 3rd floor of a building, however, deliveries above the 3rd floor will require a service lift as long as the item(s) fits. For any delivery addresses deemed as unsafe, our colleagues unfortunately won't be able to deliver the items to a room of choice and it will be placed on your doorstep or our drivers will call you to discuss a safe location to leave the item(s).
Unfortunately, we do not allow dogs into any of our Dunelm stores, unless they are an assistance dog.
Assistance dogs are permitted in all public locations within our stores including our in-store cafes.
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.
Can I have a VAT Receipt for my order?
If you require a VAT receipt this can be downloaded by navigating to 'All Orders' within 'My Account', selecting the order you require a VAT receipt for and selecting the 'Download VAT Receipt' link at the top of the order. Your invoice will be downloaded to your device in PDF format. If you have not registered with Dunelm, please try live Chat and have your order number at hand.
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.
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.
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? We’re happy to accept any clean home textiles, including all clothing
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. Soiled items should not be donated, so please keep this in mind
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
Do the textiles have to be bagged? Yes please. This is really important, because it means it is much easier to manage for our colleagues in store. Please ensure all textiles all bagged up before dropping these off into the fixture in store
What happens to my textiles after they’ve been donated? After textiles get dropped off to our stores, they’re sent onto our supplier to sort. Our aim to keep products in use for as long as possible, but everything you bring back will be reused or recycled
What happens to textiles that can’t be reused?
Anything that can’t be reused gets repossessed and recycled into new items, either being turned into recycled yarn for new products, or being turned into rags and wipes
Can I take my textiles to any Dunelm store?
Our Textile Take Back Scheme is available in most of our stores. The excluded stores are listed below. Please do not drop your textiles off at these stores
Where is the Textile Take Back fixture located in store? This varies from store to store, but the Textile Take Back fixture can usually be found at the entrance, under the stairs, or at the exit. Please speak to a colleague in store, who will direct you to the unit
Some of the textiles get turned into new products, how does this work? Transforming old textiles into new ones takes a few steps
1. After initial checks we send the textiles to our recycling suppliers
2. Textiles are thoroughly sorted before chopping eligible items into fine pieces
3. Those fine pieces are then combined and spun into recycled yarn to create new fabric
4. That fabric is dyed, finished, and stitched to create a new product
What is Home to Home?
Our Home to Home project is in made in collaboration with Hubbub, and focuses on passing on pre-loved homewares products to familes and individiuals in your local community.
How does it work?
The process is really simple. Take a look at the items we need donations of, then visit one of the participating stores to donate your items. Simply donate good quality items that you no longer need or want. Just ask a colleague where to find the drop-off station.
Where can I pass on homeware?
Right now, you can only pass on eligible items at specific stores. We’re looking to expand to other stores soon. The participating stores include:
- Ashton Under Lyne
- Sefton Liverpool
- St Helens
Where do I drop my donations off in store?
Ask a colleague when you arrive and they’ll let you know where to find our drop-off point.
Do I have to give Dunelm branded products?
No, we’ll accept any branded or unbranded homeware, as long as they’re on our list of accepted items. All we ask is that you ensure all items are in good, clean and safe condition – something you’d be happy to gift to a friend or receive yourself.
I want to pass on my pre-loved homeware, can it be anything?
Currently we are accepting the following items:
- Faux Plants
- Wall Art
- Small Storage Items
- Cushions and Cushion Covers
Currently, we are unable to accept the following, so please ensure these are not passed on:
- Bathroom Textiles
- Knives and other sharp items
Bulky items (e.g. an item you wouldn’t be able to carry alone)
Do the items have to be clean?
Yes please. This is really important, because the items will live a second life and be used by someone else. We’d really appreciate you taking the time to make sure the items are of a suitable quality and condition for donation and reuse.
Can I gift more than one item of homeware?
Yes, of course! If you’re happy to part with multiple items, we’ll happily accept them and find them loving new homes.
Are Dunelm profiting from this?
No, not a penny. We saw a way to support our local communities while helping keep perfectly good homewares in use and away from landfills... and Pass It On With Purpose was born!
I work at an organisation that would really benefit from donations – how can we get involved?
Each participating store has committed to supporting a specific community expert, but where there are enough resources to support additional organisations, stores are doing so. We’re also looking to include more stores in the near future, so it’s always worth asking. If you’re interested, please contact email@example.com.
When you make a charity donation during checkout on Dunelm.com these terms apply. The donation follows an initial purchase and reuses the payment details you used to make that purchase. The donation is one-off. By confirming on the Dunelm.com that you wish to make a donation, you agree to be bound by these terms for that donation. 100% of the amount donated goes directly to MIND.
Mind (National Association for Mental Health) (further referred to as ’MIND’) is a registered charity in England under registration number 219830. MIND’s registered office is 2 Redman Place, London, E20 1JQ.
Refunds of Donations
Under charity law, charities are not permitted to refund donations, other than in specific circumstances such as where a donor lacks mental capacity, MIND can establish that the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.
If you make an error in your donation, please contact MIND either by email at firstname.lastname@example.org, by phone at 020 8215 2243 or by post at 2 Redman Place, London, E20 1JQ and if applicable, a full refund will be made to you. Evidence of the original transfer must be submitted to MIND for a full or partial refund. (As above, MIND is only permitted to return donations in limited circumstances if MIND can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.)
Jurisdiction and Applicable Law of Mind Donation Terms
We reserve the right to amend these terms at any time. These terms are governed by England and Wales law and are subject to the exclusive jurisdiction of the England and Wales courts.
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.