Safe & Secure Payments

Creation is Creation Consumer Finance Limited. 

Creation issues personal loans and retail finance directly to customers on behalf of Dunelm and many other high street retailers. 

For Creation to consider your application 

You need to be: 

• 18 or over 

• a UK resident for a minimum of 3 years 

You need to have: 

• an annual income of £10k or more* 

• a valid email address  

• a mobile phone number 

• a valid ID such as a UK driving licence, passport or recent utility bill dated in the last 3 months 

• a UK bank account which accepts direct debits 

*Creation will take into consideration joint income if you’re married, living with a partner or in a civil partnership. Acceptable forms of income are employment salary, self-employed salary and dividends, pension, disability living allowance, employment and support allowance and personal independence payment. 

No – there are no hidden costs, interest charges or arrangement fees.

Yes. You have up to 30 days to sign your contract so the delivery dates you may have seen during your purchase may now be in the past. When you do e-sign your contract, you will then receive a confirmation email that will show accurate delivery date(s).

If you choose to apply for credit, credit and identity checks will be carried out on you, using one or more credit reference agencies. If you check your eligibility (but before you would be offered credit) Creation will carry out a soft credit check or ‘soft search’. This will allow Creation to see details from your credit report to allow them to make a decision based on your financial situation. This will not affect your credit score. If you are eligible and you continue your application, a hard credit check will be carried out. This will be seen by other lenders and may affect your credit score.

Yes you can – there’s a 14-day cooling off period during which time you have the right to cancel the credit agreement. Please refer to Creation directly to discuss your rights to cancel your agreement. If you use your right of withdrawal from the agreement this will not cancel your purchase and therefore you will still be required to pay for goods already dispatched.

Selected products that cost £300 or more each (excluding any delivery charges) can be purchased if you are eligible for interest free credit from Creation. In addition, if you spend £300 or more on selected products that cost £100 or more each, these can also be purchased if you are eligible for interest free credit.   

If your basket contains items that cost less than £100 each, the option to check your eligibility and apply for credit from Creation will not be available. In this situation, to be able to apply for interest free credit, please remove any items that cost less than £100 from your basket, ensure your basket total is £300 or more and continue to check out. 

The amount you can borrow is subject to eligibility checks by Creation Finance.

Yes – you have the option to repay the credit early in full or in part at any point during the contract.

After a successful application, you’ll be sent details so you can register online with Creation to access their Online Account Management service, so you can: 

• Make payments 

• See your balance 

• View a statement 

• Make additional payments 

• Pay off your balance early 

• Update your contact details 

• Change your direct debit date 

You can also pay by phone and by bank transfer. 

If you fail to make one of your repayments you will incur an additional £30 fee. This will also apply if you pay late or your direct debit fails. The maximum late fees you will incur are £60 in any 12 month rolling period. No interest will be applied to fees. Fees are applied to customer accounts within the first 30 days of the account falling into arrears.

Full details on fees and charges are set out in your credit agreement.

The interest free credit will be repaid over 12 months.

Creation will collect your first payment around one month after you place your order, using the Direct Debit details you provided when applying. Equal monthly payments will then be taken for the length of the agreement. If your delivery takes longer than one month to arrive, your first repayment will be at the end of the month in which you receive your goods.

And it’s important to note that you will not be charged additional fees or any type of interest if all payments remain up to date.

Yes - If your item is faulty or damaged you can use our Replacement Process.

Please note that should you return or exchange items, for any reason, or should Dunelm cancel items due to stock availability the remaining value of your order must be higher than 10% of the original credit agreement.  

If the item you request a refund for makes up less than 90% of the order total or outstanding balance, a refund can be issued for just that item.  If the item you request a refund for accounts for 90% or more of the order total or outstanding balance of the credit agreement, Dunelm will ask you to either:

1. Pay by another means for the remaining item(s) you wish to keep that make up 10% or less of the total order value.

Or

2. Return eligible items purchased using that credit agreement in order to receive a refund. This is due to our credit provider Creation not being able to honour the original credit agreement in this scenario.

When you return part of an order, your refund will appear as a cost reduction to your Creation agreement. You’ll be able to see this by accessing your Creation account online. Depending on the amount that’s been refunded and your monthly payments, you will find that the number of months remaining on your agreement is reduced, rather than your monthly payment amount. The refund will also be reflected in your remaining balance. 

You will receive a full refund for the items that haven’t been supplied. The refund will appear as a cost reduction to your credit agreement. Your monthly repayments will stay the same, but the length of your credit agreement will be reduced to reflect your refund. 

To check your balance and view your monthly payments, you can access your Creation account online. 

To return a complete order, you can use our usual returns process. 

When we’ve received your returns, your credit agreement will be cancelled and any payments you’ve made will be refunded. 

If you'd like to exchange what you’ve ordered, you’ll need to follow the returns process, then place a new order and start a new credit agreement. You can’t exchange one product type for another as part of the same order or under the same credit agreement. 

This won’t affect your credit history, as long as you arrange your new order and credit agreement within 30 days of your original order. 

This tool from Citizens Advice can help you work out what you’re earning and spending:

Work Out Your Budget.

If you have a query or complaint about your credit agreement, you can contact Creation Consumer Finance directly: 

By phone: 0371 402 8905  

(Lines open 8.30am-5.30pm Monday to Friday, 8.30am-5.00pm Saturday)  

Calls may be recorded. Calls are charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator. 

In writing:  

Creation Customer Resolution 

Chadwick House 

Blenheim Court 

Solihull  

B91 2AA 

At Dunelm, we’re committed to giving you the best service we possibly can. If there’s something you’re not happy with, please let us know so we can try to put things right.  

We take all complaints seriously, and we welcome customer feedback so we can keep improving the service we give you. We aim to investigate any complaints quickly and identify the root causes so we can stop the same thing happening again. 

If you have any support needs, please let us know so we can help you as needed throughout your complaint. 

If we receive a complaint about our 12 months’ interest-free credit product, provided by Creation Consumer Finance, we’ll forward your concerns to Creation in writing. We’ll also contact you to confirm that your complaint has been referred to Creation, and we’ll provide you with Creation’s contact details. 

If your complaint is about 12 months’ interest-free credit, you can call Creation direct on 0371 402 8905. Their lines are open Monday–Friday 08:30–17:30 and Saturday 08:30–17:00.   

If you’d like to email Creation directly about your 12 months’ interest-free credit complaint, you can use the following email address: complaints@creation.co.uk.  For more information about interest-free credit, please visit creation.co.uk. 

On the rare occasion your complaint isn’t resolved within 8 weeks of it being received, you’ll be contacted by Creation to explain the reasons for the delay, and they will give you an indication of when you can expect a resolution. 

If you aren’t satisfied with Creation’s response, or if you haven’t received a reply, you have the right to refer the matter to the Financial Ombudsman Service. You must contact them within 6 months of the date of the final response letter sent to you by Creation. 

If your complaint is about a product you’ve ordered using interest-free credit, you can contact us using any of the following methods: 

By phone: 0344 3460020 

By live chat: /contact-us            

By email: consumercredit@dunelm.com  

By post: Customer Service Address, Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED  

A VAT receipt can be requested from Dunelm when your order has been completed and payments on your credit agreement have begun. 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. 

You can contact us via our Contact Form.

If you would like to contact Dunelm about an order you have made with a credit agreement from Creation Consumer Finance:  

By phone: 0344 3460020

By email: consumercredit@dunelm.com 

By post: 

Customer Service Address 

Dunelm Direct 

Green Street 

Radcliffe 

Manchester 

M26 3ED 

Dunelm Registered Office 

Dunelm (Soft Furnishings) Ltd 

Watermead Business Park 

Syston 

Leicestershire 

LE7 1AD 

Dunelm (Soft Furnishings) Ltd, acts as a credit broker and not as a lender and is authorised and regulated by the Financial Conduct Authority, registration number 740239. Credit is provided by the lender Creation Consumer Finance Ltd. Subject to status. Credit subject to status for UK residents aged 18 or over.

If you have a query or complaint about your credit agreement, you can contact Creation Consumer Finance directly: 

By phone: 0371 402 8905  

(Lines open 8.30am-5.30pm Monday to Friday, 8.30am-5.00pm Saturday)  

Calls may be recorded. Calls are charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator. 

In writing:  

Creation Customer Resolution 

Chadwick House 

Blenheim Court 

Solihull  

B91 2AA 

Klarna is a payments service that helps you buy the things you want or need. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores.

Klarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3 instalments. When you choose Klarna they will also check the information you provide and your financial situation.

Yes, you can. If you see Klarna Pay in 3 instalments when you go to an online checkout then Pay in 3 instalments is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.

Klarna offers Pay in 3 instalments based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 3 instalments before does not mean it will be offered for every order. In turn, if your application for Pay in 3 instalments is denied, it does not mean it will be denied for future orders.

If you want to purchase something using Klarna’s Pay in 3 instalments, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

When you use Pay in 3 instalments, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.

Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Payment information is processed securely by Klarna. No card details are transferred to or held by Dunelm. All transactions take place through connections secured with the latest industry standard security protocols.

Klarna will notify you by email and push notication when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

Pay in 3 instalments is a credit product and you are required to make your scheduled payments to Klarna. If Klarna is unable to collect your payment on the scheduled due date Klarna will make a further attempt to automatically collect payment seven days later. Should this next payment attempt fail, Klarna will make a final attempt to collect payment seven days later. They may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.

If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future.

Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

If you have not received your goods please call Dunelm to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as Dunelm has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.

Refunds will be issued back to the debit or credit card which was originally used at checkout.

Once Dunelm has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

Once Dunelm has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

You can log in the Klarna app or at www.klarna.com/uk, where you will see all of your orders and payment schedule information.

Visit the Customer Service page in your Klarna app for a full list of FAQs, live chat and telephone options.

Klarna’s Pay in 3 instalments credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.