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Returns and Refunds

Returns Policy

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.

Store returns are currently available in all of our stores in England, Scotland and Northern Ireland and you have 28 days from the date of purchase to return or exchange unwanted items.

Unfortunately, returns cannot be made in-store in Wales due to temporary store closures as part of local restrictions. Don't worry though, you will have until 31st January 2021 to return items to stores in Wales from the point they reopen.

Please note we have paused home collections in areas under Tier 2 and Tier 3 restrictions until Government guidelines say it is safe to resume. We ask that you call us to arrange a collection only once your address is categorised as being in Tier 1 in accordance with Government guidelines. We apologise for any inconvenience.


Small & Medium Parcels

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

You can return items bought online or in-store at any of our branches nationwide, which is the fastest way to receive a refund

Please bring your receipt or order confirmation, as well as your original payment method for us to process your refund or exchange.  We ask that you read our returns policy to make sure that your item is returnable.

To use the Hermes drop-off or collection service you will require a printer.

Please note, furniture and large items are not eligible for store return.

Returns are currently unavailable at stores in Wales as our shops are closed as part of local restrictions. Don't worry, you will have from store reopening until 31st January 2021 to return an item to our stores in Wales. Find more information on returns here.


Furniture, Large Rugs and Goods

Weighs more than 15kg or is longer than 120cm

Items should be returned in original packaging for home collections.

To arrange a collection, please contact us via our customer service team. You can fill out our online form or call our team on 0345 165 6565, please note due to a high volume of calls it may take us a little longer to respond.

If it’s safe to do so and you are comfortable with it, our team will collect the item from your room of choice. If you are isolating or don’t feel comfortable with an in-home collection, we ask that you place the item on your doorstep for a contact-free collection.

Please note - We are still following the latest Government guidelines, so the availability of this service may vary due to local restrictions.


Refunds

The time to receive a refund depends on when and how an item was returned. If you return via:

Instore - Please allow up to 7 days, we’ll email you once your refund has been processed.

MyHermes drop offs and collections - Once we have received the item(s) your refund will be processed, please allow up to 21 days for the funds to appear in your bank. You will receive an email once it's processed.

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.

Find out more about refunds here.


Exchanges

To make an exchange, bring your item into a Dunelm store for the product you want (subject to availability). We can exchange an item up to 28 days after purchase if it meets the conditions of our returns policy listed above.

For online purchases, you can also place a new order for the desired product and return the unwanted item.

There are some items that we can’t exchange unless faulty. Read our return policy to find out more.


Faulty Items

If any item that we deliver to you arrives damaged or faulty, 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. Please contact us to organise a refund or replacement. You can fill out our online form or call our team on 0345 165 6565, please note due to a high volume of calls it may take us a little longer to respond.

Faulty items can also be returned to your local store for a refund or exchange. Please note this excludes furniture and large items.

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. This does not affect your statutory rights.

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, 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.


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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