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Frequently Asked Questions

At Dunelm, we’ve always strived to Do The Right Thing, and that isn’t changing. We are paying close attention to the latest Government guidance and reviewing the way we do things regularly, so please check back here for the most up-to-date information.


Covid-19

Here’s the headline news: 

  • All stores are now open with full safety measures and extended opening times.
  • All of our in-store Pausa Cafes are closed until further notice. 
  • 'Room of choice’ deliveries are paused for now, this service will safely resume once we feel it's safe to do so.
  • Resumed contact-free Furniture and large item collections from your doorstep.
  • We’ve extended our returns policy for anything bought on or after 19th October 2020 up until the 31st January 2021.

There won’t be any impact to your order whether you’ve placed it already or were planning to. We are still using contact-free home delivery and Click & Collect for all orders to keep you and our colleagues safe, and the only difference that might affect your delivery is that we have paused our ‘room of choice’ option for delivering large items. Room of choice delivery will resume again once lockdown restrictions are lifted and we can ensure this service poses no risk to our customers and colleagues. If there are any issues with your order, we will contact you.


Sadly not. We know it’s convenient, but in the name of safety we’re pausing this option for a while until lockdown restrictions have been lifted and we can be sure this service poses no risk to our customers or colleagues. Instead we’ll place your order at your doorstep, so you can safely take it inside. Please make sure you’ll be able to move it inside yourself, or let us know in advance if you can’t and we can rebook your delivery.


For online purchases - If you purchased online you can make a return to our external collection point, or via Hermes drop off or collection.

For in-store purchases - These can be returned to any of our UK stores. We've extended our returns policy to give you more flexibility - find out more here.

Contact-free Furniture and large item collections have now resumed. For further information, please click here.


We're hitting pause on Pausa...

As much as we love hosting you for catch-ups and your favourite food and drinks, we have decided to close our Pausa Cafes for the benefit of customer and colleague safety. We'll be back soon, and we hope to see then.


Top Questions

All stores across England, Scotland, Wales and Northern Ireland are open with full safety measures in place, plus we've extended our opening hours to 9pm. For more information, you can view your local store times here.

If you're self-isolating or don't feel comfortable coming to store, we're still operating contact-free home deliveries straight to your door.


Yes it’s available from all stores across the UK. You can find out more about the contact-free Click & Collect services we offer here.

Please wait for your collection confirmation email before arriving at your store. It may take up to 3 hours.


Yes, nothing has changed here. If it’s in stock and you love it, order away! 

All of our deliveries are completely contact-free so we’ll place your order at your doorstep and won’t ask for a signature.

To read more about our delivery service, click here.


Our priority remains protecting the health, safety and wellbeing of our colleagues. Earlier this year we developed a number of safety measures with the help of external consultants, and these safety measures are still in place to protect all colleagues and customers. We’d like to thank our colleagues and suppliers for their continued support in bringing these changes in and adapting so quickly. 

Our safety measures include:

  • 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
  • Putting marshals in place to ensure all new protocols are being followed.
  • When carrying the item to your home, our drivers will wear facemasks to ensure their safety when 2 metre distancing is not possible.

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.


We've made a few changes to our deliveries to make them safer for everyone. 

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, 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 (instead of asking for a signature).

For furniture and large items, we have paused our ‘room of choice’ option and instead we will 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. 


In line with Government guidance we won’t be able to make any ‘room of choice’ deliveries for large items, or remove packaging. This service will safely resume once lockdown restrictions have been lifted and we can ensure it poses no risk to our customers or colleagues. Instead we’ll make a contact-free delivery to your doorstep, which you can then take into your home safely. If moving your delivery isn’t an option for you, just let us know and we’ll reschedule your delivery. To read more on delivery, read here.


We hope you’re happy with your Dunelm purchase, if you decide it isn’t right for you,  you can return or exchange unwanted items up to 28 days after purchase*. Items must:

  • Be unused and in their original condition (including all packaging and tags intact)
  • Have proof of purchase such as receipt or order confirmation
  • There are some items that we can't return or exchange unless faulty. Read our returns policy to find out more.

*We have extended our returns policy to give you more flexibility. If you made a purchase between 19th October - 24th December 2020 your items can be exchanged until 31st January 2021. Read more here.


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.


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.


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 ouronline formand one of our colleagues will be in touch as soon as possible.


Other FAQs

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.


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 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 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.


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.


About our Textile Recycling service It's new, it's exciting, and we can't wait to tell you all about it. Here are some answers to questions you might have. 

Can I recycle anything?

Textiles only please! We're only accepting textiles because that's what our recycling partner, First Mile, specialise in turning into something new. If you have any of the below textiles, please drop them off at in-store textile bins:

  • Duvet covers
  • Sheets
  • Pillowcases
  • Bedding protection
  • Towels
  • Fabric tablecloths
  • Fabric runners
  • Fabric place mats
  • Fabric oven gloves
  • Tea towels
  • Aprons
  • Curtains
  • Throws
  • Blankets
  • Cushion covers

Do the textiles have to be clean? Yes please, and this part really matters. We'd like only clean items so we can make sure every last bit of the textiles can be recycled. If anything is soiled we won't be able to recycle it, and dropping dirty goods into our collection points could make any clean goods already inside unusable too, so please take the time to give it a wash before you donate. 

What if my textiles are ripped?

That's totally fine. As long as your items are clean, we're happy to take back ripped textiles, as we plan to shred them and turn them into something new.

What happens to the textiles after they've been donated? We will fully recycle as much as we can. Your textiles could be shredded and live life in the fast lane as car seat fillings, or help people get fit as boxing bag fillings, right here in the UK. Any textiles that can't be recycled right now will be used to produce renewable energy for the National Grid. The best part is, nothing will go to landfill!

Can I take my recyclable textiles to any store? Not at the moment. We're offering this service in the below stores, but we'll let you know when we expand to other stores, so please check back

  • Bristol Cribbs
  • Chichester
  • Cheltenham
  • Chesterfield
  • Dartford
  • Dunstable
  • Durham
  • Nottingham
  • Stockton
  • Trafford

Do you make any money from this? No, we don't. We're not doing this for profit, it's just the right thing to do. We want to get better at caring for the environment and helping to make recycling easier for you, and a normal part of our products' lifecycles. 

Who are you working with on this? We're working with a great company called First Mile, who focus on a 'zero to landfill' way of doing things. You can read all about them here: https://thefirstmile.co.uk/


Installation Services T&Cs

We want to take the effort out of fitting by providing you with an easy installation service for all of our ready-made curtains, blinds, associated accessories and gallery items.

How does the service work?

When you purchase new gallery items, curtains, blinds, curtain poles, tracks and other accessories from Dunelm in-store or online, you now have the option to have them fitted by our team of installation experts, with prices from only £30. If you are in-store, we recommend you speak to a colleague prior to purchasing your item. If you have already purchased your item, simply call or visit your local store and have them organise your appointment.

Is this service available in all your stores?

This service is currently only available in our Cramlington and Telford stores. You must make your booking in store.

How is payment made?

Payment will be taken in-store, either before or after you have purchased the item(s) you would like us to fit. 

What items will you fit?

We will fit any of the following ready-made window items, as long as they are new and have been purchased from Dunelm. We will not cut any items down:

Window Treatment

  • Curtain Poles
  • Tracks
  • Curtains + Hooks
  • Venetian Blinds
  • Roman Blinds
  • Vertical Blinds
  • Pelmets
  • Tie Backs
  • Hold-backs
  • Net Wire

Gallery

  • Mirrors
  • Pictures
  • Frames
  • Clocks
  • Wall Art 

Will you fit non-Dunelm products?

No, for safety reasons we can only fit products purchased from Dunelm.

How much does the installation service cost?

Prices start from £30 for a standard fit, but some fits are more complicated so the price will depend on what you’d like to have fitted and where. Our in-store colleagues will be able to give you an accurate price before you book your appointment.

Do I need to take my products home if I purchased them in-store and require a fit?

Yes please. The fitter will simply fit the Dunelm product you have purchased. Please ensure this is ready to be fitted 

What happens when my Fitter arrives?

When your fitter arrives, they will ask you to confirm the proof of purchase (receipt, dispatch note, email confirmation) for your item. After they have checked this, they'll inspect the wall or window where the work needs to be carried out. If there any are problems, they'll let you know, otherwise they'll get to work on your fitting.

I need the fitter to measure my window, will they do this?

No, unfortunately not. Our installation service is only for pre-purchased items, so you’ll need to have measured up already. If you do need help measuring, please speak to a colleague in-store before purchasing your items or try our Made To Measure service.

What happens if I need to rearrange my appointment?

If you need to move your booking, please get in touch with the store where you booked your appointment and they will re-arrange it for you. Please give us as much notice as you are able if you wish to re-arrange your appointment.

I need to cancel my appointment, what do I do?

To cancel your appointment, please let us know at least 24 hours before your appointment. You must cancel your appointment using the cancellation link on your booking confirmation email, as well as get in touch with the store you booked at. You will be advised to come into store at your earliest convenience to process a refund. The store will cancel your appointment and arrange for a full refund to be processed or re-arrange your appointment if necessary. If you wish to cancel your appointment and do not give us at least 24 hours’ notice, we reserve the right not to refund your installation charge.

What happens if I need a refund?

If you require a refund, you will need to visit your local store so the refund can be processed on in store through our tills. Unfortunately, we cannot do this over the phone or online.

Do I have to have the child safety feature fitted?

All applicable products (typically blinds) come with child safety features that must be legally installed by the fitter. If for any reason you insist that we do not install these safety features, unfortunately we will not be able to complete the installation. We will leave the products with you and we will not be able to offer a refund on the fitting service.

What if something goes wrong during the fit or with the workmanship?

If, when our fitter attends your property, they find that your product cannot be fitted due to the nature of the property (e.g. there is a problem with the wall), we will cancel the installation and refund your fitting charge in full, at the fitter's discretion. If, in the unlikely event that our fitter causes any damage to your property due to their negligence when fitting your products, we will be responsible for putting this damage right at our cost. We will do this at your convenience and to your reasonable satisfaction. However, we will not be liable for any consequential or other loss.

We offer a 12-month warranty on the service. If you detect any defects in the workmanship within this warranty period, we will arrange to take a look, and if we decide there is a fault with the the services, we will either repair or replace the defective workmanship, free of charge. Please note, for this to apply the item(s) which are the subject of the services cannot have been mis-used or modified. To the fullest extent permissible under applicable law, we disclaim any and all other warranties of any kind, whether express or implied, in relation to the service. This does not affect your consumer rights.

What if I purchased the wrong size product and my fitter is here?

If you purchased the wrong size product, you will need to exchange your item for the correct one - your fitter will make you aware of this. You will then need to speak to an in-store colleague to rebook your fitting free of charge. Please note that our fitters will not take stock back to store or bring alternative products out with them.

What if my fitter cannot attend the appointment?

We will get in touch with you as soon as we become aware that your fitter cannot attend. We will rearrange your appointment or issue a refund for the fitting charge, if necessary.

What happens if I don't like the finished look, even though there was no problem with the product or the installation?

We hope this isn't the case, however if it is, you will need to purchase additional products and pay for another installation charge.

How long will the job take?

When you book your installation, you will be informed of the approximate length of time that the job will take to complete, and you will receive plenty of communication to ensure you stay up to date.

What will appointment availability be like?

Because our fitters are so great, they're often very busy. We will do our best to ensure that the most suitable date and time is booked, dependent on your availability and that of our fitters.

Covid-19: What precautions will your fitters take when they come to carry out the fitting?

We're taking lots of precautions to ensure that our installations are done as safely as possible, whilst adhering to social distancing and government guidelines. Prior to your appointment, we will ask to you to confirm that neither you nor any of your family (if relevant) have/had Covid-19 or any symptoms in the past 14 days. We may have to re-schedule your appointment if we have any concerns that either you or our fitters may be at risk.

How will you look after my personal data?

We promise that we will collect, use, process and store the personal data you provide in relation to this service , including the payment details you provide, properly and securely. We will always use and maintain your personal data in line with legal requirements and honour any legal rights afforded to you with regard to any personal data we hold. We will never sell your data or share your data or transfer it outside of the Dunelm Group to anyone to use for their own marketing purposes. Our privacy policy explains what personal data we collect about you, how and why we use it, to whom we disclose it, and how we protect your privacy. You can find it at www.dunelm.com/info/help/privacy-and-cookies.

- use and maintain your personal data in line with legal requirements.

- be transparent about what data we collect about you and how we use it.

- keep your data private at all times.

- honour any legal rights afforded to you with regard to any personal data we hold.


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