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Easy Returns

Do You Need to Return an Item? 


No problem, we have a number of fast and convenient return options for you to choose from.

Before you do, 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)

Please ensure that your item is packaged securely. 

If you don’t have the original product packaging, use a sturdy box and include some padding such as packing bubbles or newspaper.

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

Returning an In-Store Purchase


To return in-store, please bring the item(s) into a store, along with your receipt.

We will willingly refund or offer an exchange within 28 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. 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).

Order Changes and Cancellations


Can I change or cancel my order?

Our home delivery orders are dispatched promptly, therefore we are unable to amend or cancel 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. This cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty.

We are able to cancel Click & Collect orders if they haven’t yet been collected and you can do this by contacting our Customer Contact Centre on 0345 165 6565.

Once cancelled you should receive your refund within 3-5 working days.

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 on 0345 165 6565 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 the store you placed the order in before closing on the same day you placed the order.

Made to Measure Hard Blinds: Since all items are made to order, cancellations or changes to your order are not possible once the order has been placed. If, for any reason, you want to make changes immediately after placing your order, please call our Customer Services team on 0345 165 6565 to see if this is possible. Please note that we cannot guarantee to cancel or amend your order as your blinds may have already gone into production.

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 willingly refund or offer an exchange within 28 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. Exclusions apply – please see below.

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.

Extended Returns Policy

Anything bought between 1st November - 24th December 2019 can be returned or exchanged until 31st January 2020 as long as proof of purchase is provided. If purchased as a present, please ask for a gift receipt.

Exclusions from Dunelm’s returns and refund policy

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

  • 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 back to the original card used to make the purchase.

For items bought online or via the telephone, and returned via Collect+ or a collection, your refund will be processed when the product is received back into our fulfilment centre. This normally takes up to 2 weeks.

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.

Fogarty Sleep Trial Returns Policy


Please note, the Fogarty 100 night sleep trial only applies to our Fogarty Halo and Fogarty Aura mattresses.

When purchasing your mattress you will need to activate your 100 night sleep trial online within 10 days of delivery or collection from store. You can activate your trial by filling in this registration form.

We recommend that you use a mattress protector or mattress topper throughout your 100 night sleep trial, as we cannot offer refunds on soiled mattresses.

If for some reason you find that the mattress is not for you, simply let us know within the trial period by contacting us via our customer services team. We will arrange for a collection from the original delivery address. A 2-person collection team will remove the mattress from your bedroom for you. Please make sure there is suitable access for this.

You do not need proof of purchase or to have kept the packaging.

Please note that the trial is limited to one trial per household. We reserve the right to refuse orders from households who have previously had the benefit of a 100 night sleep trial.

We will process your refund after collection has taken place. Your refund will be processed via the original payment method used to place the order. This may take up to 7 days to appear in your account.

We are sorry but we do not accept mattress returns in our stores.

This offer is not available to business/commercial users.

Nothing in this 100 night sleep trial affects your statutory rights.

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