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Easy Returns

Small & Medium Parcels

Less than 15kg and no larger than 120cm in any direction

Furniture, Large Rugs and Goods

Weighs more than 15kg or is longer than 120cm

Do You Need to Return an Item? 


Store returns are now available across all stores in England, Scotland, Wales and Northern Ireland.

We ask that you read our returns policy (see below) to make sure that your item is returnable.

Returning an Online Order (including Click & Collect)

You can return online and Click & Collect purchases in-store, but please note we will only accept returns if the item is in its original packaging. 

For any items purchased online that require a two-person collection, please include the original packaging if possible, or use a sturdy box and packaging materials (like bubble wrap or newspaper) instead. 

Please note, if you purchased an item online or by phone and returned it via our collection service, your refund will be processed when the item is back with us and has been logged. At the moment this can take up to 21 days. We'll send you an email to confirm once your refund has been processed, and it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.

Furniture & Large Item Returns


We’ve introduced safe, contact-free collections to help you return your furniture and large items.

If you’ve already spoken to us about arranging a collection you don’t need to get in touch again, we have your details and we will call you to make arrangements.

To arrange a collection you’ll need to get in touch with our customer service team, and make sure your item is placed on your doorstep at the agreed time and date.

We’ll knock on your door and step at least 2m away, so we can verbally confirm the collection is taking place and then you can leave the rest to us.

If moving the item to the doorstep isn’t possible, don’t worry, you’ll still be able to return it. Our returns policy has been extended, so it’s just a matter of waiting until normal service resumes. 

Returning an In-Store Purchase


You will be able to return items and receive a refund on purchases made from the 1st March 2020 for up until 56 days after your store re-opens. 

For any items purchased before March 1st 2020, our usual returns policy of 28 days applies. Exclusions apply, please see below for full details.

Please note that all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.

If you are unable to return in-store, then please contact us so we can agree the best way for you to return your item(s).

Please note our 56 day returns policy will vary based on the reopening dates of our stores. Please see below for final returns dates:

Returns accepted until Monday 6th July 2020: Thurmaston, Lincoln, Boston, Derby, Chesterfield, Nottingham, and Mansfield

Returns accepted until Monday 13th July 2020: Blackpool, Boston, Bournemouth, Bristol Cribbs Causeway, Cambridge, Chelmsford, Chester, Chesterfield, Coventry, Croydon, Dartford, Derby, Dunstable, Erdington, Greenford, Hastings, Hemel, Hereford, Leeds, Lincoln, Maidstone, Mansfield, Northampton, Norwich, Nottingham, Oldbury, Plymouth, Romford, Sheffield Woodseats, Stockport, Stockton, Sunderland, Swindon, Telford, Thurmaston, Trafford, Weston-Super-Mare, Worcester, York.

All other stores in England and Northern Ireland will be accepting returns on purchases made from 1st March 2020 until Friday 17th July 2020.

Our Scottish stores will be accepting returns until Tuesday 28th July 2020.

Our Welsh stores will be accepting returns until Monday 17th August 2020.

Order Changes and Cancellations


Can I change or cancel my order?

If your order is due to be delivered within the next 5 days, it’s unlikely we will be able to cancel your order. However, 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. This cancellation right does apply to products listed as exclusions in our returns policy unless they are faulty.

During this busy period, we will not be cancelling Click and Collect orders, however if you don’t collect your order this will automatically expire after 7 days. Once expired you order will be cancelled.

When cancelled, your refund will be with you within 3-5 working days.

My order has been delayed, can I cancel it?

Subject to the status of your order, we may be able to cancel it. Contact us on www.dunelm.com/contact-us and one of our colleagues will look into this for you. Please be aware we are experiencing a high volume of customer queries, so we appreciate your patience at this time.

Can I add items to my order?

Items cannot be added to an order once it has been placed. You will need to place a new order for the additional items.

Can I remove items from my order?

It is not possible to remove items from an order once it has been placed. Once you have received your order you will need to follow our returns process for the unwanted items.

How do I change my delivery address?

For security and fraud prevention the delivery address cannot be changed once the order has been placed.

Can I change or cancel my order for Made To Order furniture or Made To Measure curtains and blinds?

Made to Order Furniture:  We provide a 7-day ‘cooling-off’ period for Made To Order furniture orders, during which time you can contact us to cancel or amend your order. Once the cooling-off period has passed, cancellations and amendments are no longer possible as we will begin creating your custom made item/s immediately.

Made to Measure Curtains and Soft Blinds: For Made To Measure Curtains and Soft Blinds, if you change your mind and wish to amend or cancel any part of your order, you must inform your consultant you placed the order with before closing on the same day you placed the order.

For more information please read our Terms and Conditions.

Returns Policy


Dunelm is committed to selling only high-quality products but we understand there may be a time when you need to exchange or return something you've bought.

We will honour all refunds on purchases from the 1st March 2020 up until 56 days after reopening of the store.

For any items purchased before March 1st 2020, our usual returns policy of 28 days applies. Exclusions apply, please see below for full details.

Usually we ask for the card holder to be present, but as many people are self-isolating at the moment, we will accept returns from someone else as long as they have the receipt.

Please note that all refunds will be made back to the original tender type. For your protection, in-store refunds to credit or debit cards will only be processed if the cardholder is present.

Exclusions from Dunelm’s returns and refund policy

We are unable to offer refunds or exchanges on the following items:

  • Custom made items: Made to Measure curtains, blinds and accessories
  • Cut to length fabric
  • Made to Order sofas and upholstery items
  • Food, drink and other perishable items

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned sealed and unopened in their original packaging:

  • Mattresses
  • Mattress toppers
  • Mattress and bedding protectors
  • Duvets and duvet covers
  • Pillows and pillowcases
  • Bedsheets
  • Throws and blankets
  • Toilet seats

Your statutory rights are not affected.

For more information on how to return an item, please select from the options below.

Statutory Cancellation Rights


Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). 

Please note that this does not apply to orders placed on our website in a Dunelm store with the assistance of a colleague.

Exclusions

This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:

  • Made to Measure curtains, blinds and accessories. These products are made to your specification and we strongly recommend that you follow our Made to Measure Buying Guide before committing to your order.

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:

  • Mattress toppers
  • Mattress and bedding protectors
  • Duvets and duvet covers
  • Pillows and pillowcases
  • Throws & Blankets
  • Mattresses
  • Bedsheets
  • Toilet seats

If you wish to cancel your order please follow our returns procedure set out above. You must return the goods to us within 14 days of cancelling your order. Alternatively, you may post us this form to us at Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED within the 14 day period.

We will refund the cost of the goods including the standard delivery charge. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.

Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.

Faulty or Damaged Items


Dunelm has a legal obligation to sell goods to you in accordance with the contract we have agreed with you.

Online or Telephone Orders

If any item that we deliver to you arrives damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item. Please note that we will only refund the delivery charge if the whole order is damaged or faulty.

In-store Purchases

If any item we sell is damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item in accordance with our returns policy above.

Refunds


Please note that all refunds will be made to the original payment method.

If you purchased an item online or by phone and returned it via our collection service, your refund will be processed when the item is back with us and has been logged. At the moment this can take up to 21 days. We'll send you an email to confirm once your refund has been processed, and once you've received your confirmation email it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.

For items returned to a Dunelm store, the refund usually takes around 3-7 working days to reach your account, depending on how quickly your credit/debit card company processes the refund.

ADR - Alternative Dispute Resolution


If you have made a complaint and have exhausted all the options provided by Dunelm, or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution. You can find a list of Trading Standards approved ADR providers at here.

Alternatively, there is an EU wide ADR mechanism available to consumers which can be accessed here.

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