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Frequently Asked Questions

Frequently Asked Questions

Delivery


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?

Yes. For security reasons we require a signature for all deliveries that don't fit through your letterbox. If you are not available to receive your products, our courier will leave a card with details on where your delivery is and what your options are.

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.

If you were logged in as a registered customer to place your order, you can track its progress by logging in to your account.

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.

Product availability


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

Payments


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.

Cancellations


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


Return to store The quickest and easiest way to return an item is to take it to one of our stores. You can do this even if the item was bought online and delivered to you. We have stores in most areas of the country, so if it's convenient for you to get to a nearby store with your item, an in-store return will usually be the best option

Return via Collect+  If your items weighs less than 10kg, and measures less than 60cm x 50cm x 50cm, you can return it for free by taking it to a Collect+ point. First you'll need to complete the returns form provided with your delivery and enclose with your parcel. Write your order number in the space provided and the Collect+ label supplied and stick it on your parcel ensuring the original delivery address is covered. Simply take your parcel to your local store offering this service. If your parcel weighs more than 10kg and is larger than 60cm x 50cm x 50cm, please contact us to arrange a return.

Returning a furniture item To return a piece of furniture or a large item please contact us so that we can arrange for collection.

Full details of our returns policy can be found here.

What do I need for an in-store refund?

You need the item, the payment card used to place the order, and your dispatch note. Take these to the tills at your local store and we’ll deal with your return immediately.

Damaged or faulty items: What can I do?

If an item arrives damaged and the courier is still present, ask them to take it away. If the courier is no longer present, our usual returns options apply. You can return the item to your local store for a refund or return via Collect+ if the item is less than 10kg and no bigger than 60cm x 50cm x 50cm, or request a collection for large and heavy items.

If you can't get to a store or the item you want is not in stock, contact us and we will arrange for a replacement to be sent to you.

Click & Collect


Click & Collect is FREE from Dunelm stores with no minimum order value.

Which stores offer Click & Collect?

Most of our stores nationwide can be used for Click & Collect orders, so you can choose from the store closest to home, on your way to work, or near friends and family when you’re paying them a visit. The details of your chosen store will appear in your email confirmation. Unfortunately, we are currently unable to offer C&C in our Jersey store.

When can I collect my Click & Collect order in store?

  • You will receive a ready to collect email and text once your order is ready and waiting for you.
  • This should be within 3 hours of placing the order, providing the store is open, and will often be much quicker.
  • Check the opening hours of your chosen store before you pop over, as opening hours do differ slightly. You can find them here.

Collecting my order: What do I do?

As you've already paid for your items, all you need to do is show us your ready to collect text or email at the till point in your chosen store. If you have a smartphone then you can show us the email or text on your phone instead of printing it out. If you don’t have this, you can either quote the order number or give your name along with some photo ID.

Can someone else collect my order for me?

Yes, absolutely. If someone else is collecting your order, forward the ready to collect email or text to them and they’ll be able to use the barcode to collect the order. To keep your order safe, we won’t let anyone collect your order unless they have your ready to collect confirmation. 

I can't collect today: What happens to my order?

We'll hold on to your Click & Collect order for 7 days, so if you can't pick it up when you first receive your ready to collect confirmation, you've still got a few days to pop into store. After 7 days, we'll return the order to stock and refund the order. Please note refunds can take up to 3-5 working days to process.

I’ve lost my order confirmation and ready to collect email and text: What can I do?

Please check your junk folder as sometimes emails can end up in there by mistake. If you still can’t see it, go into store with some photo ID that matches the payment name on the order, and you’ll be able to collect your items.

Why are some items not available for Click & Collect?

If you find an item that doesn’t qualify for Click & Collect, it’s probably because it’s a bit big, heavy or funny shaped, or maybe it’s stored at one of our fantastic suppliers’ facilities. We’re looking into ways to bring our full range to you through Click & Collect, but for now you can rely on our Home Delivery teams to bring them right to your door.

Do statutory cancellation rights apply to Click & Collect orders?

Yes, your statutory rights apply for Click & Collect orders, and you can return unwanted items to any Dunelm store. We just ask that you provide your Click & Collect order confirmation as proof of purchase, and that the items are unused and in their original packaging.

How can I return my Click & Collect order?

Please click here for details of how to return your Click & Collect order.

Gift Cards


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. Instead, pop into any of our 170 stores to pick one up and treat your special someone.

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. If your card expires, contact us and we can issue a replacement with the remaining balance.

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.

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