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Welcome back! Our stores are now open -Shop safely in-store, online or with contact-free Click & Collect >
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Returns and Refunds

Returns Policy

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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. 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.

Our stores in Scotland, England and Wales are now open. Stores in Northern Ireland have resumed contact-free Click & Collect, however they remain closed for in-store browsing. We have extended our returns policy to 10th May 2021 to return anything purchased in-store since 28th November 2020.


Returns Options

If you purchased online, you can make an in-store return across shops in England, Scotland and Wales. Alternatively, you can return via Hermes drop off or Home collection. See options further down this page for details.

Please note, we cannot currently accept in-store returns for online purchases at stores in Northern Ireland, which are closed for in-store browsing in-line with Government guidelines. You can however return via an external Click & Collect collection point.


These can only be returned in-store when your local store has reopened. We have extended our returns policy to give you 28 days after your local store reopens to return anything purchased in-store since 28th November 2020. Our stores in Scotland reopened on Monday 5th April and stores in England and Wales reopened on Monday 12th April.

Please note, furniture and large items are not eligible for store return. For large item returns please see the 'Furniture, Large Rugs and Goods' section below.


If you purchased via Click & Collect, you can make an in-store return across shops in England, Scotland and Wales or at one of our contact-free Click & Collect external points across the UK.


Each Made To Measure item is one of a kind and made just for you (and your window), so we can only accept returns if they're faulty, damaged, or they haven't been made to the correct specification (allowing for a 1cm tolerance). This goes for online and in-store purchases, so we encourage you to try samples and ask any questions before you buy to make sure you'll be happy with the results.

We hope it never happens, but if you do have a faulty, damaged or incorrectly made item, please get in touch with our Customer Services Team.


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

Contact-free Furniture and large item collections have now resumed. If you would like to return an unwanted or faulty item, you can call us on 0345 165 6565 or fill out the contact form and one of our colleagues will be in touch to arrange your collection. Due to restrictions, our drivers cannot enter your home therefore we will collect the item from your doorstep. If you cannot move the item to your doorstep, a colleague will contact you once normal service resumes.

We have extended our returns policy to 10th May 2021 to return anything purchased in-store since 28th November 2020. Full details can be found here.


Refunds and Exchanges

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

In store - 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.


If you believe any sofa, mattress or furniture item is faulty, please contact us on 0345 165 6565 as soon as you become aware of a fault. If your order was over £199 the agent you contact will ask for photos of the damage. To save time it’s best to take these before contacting us.

Please leave mattresses sealed and unopened in their original packaging until you are sure you wish to keep it. For health & safety reasons, once mattresses have been unwrapped, they cannot be returned unless they are faulty. This does not affect your legal rights.

If your sofa, mattress or furniture item is deemed to be faulty within 30 days of receipt, where possible we will offer for the item to be repaired or replaced, however you are also able to reject the item and receive a full refund.

After 30 days from delivery you have the right to a repair or replacement of a faulty item. We will request images of any damage or fault reported and inspect the item in the home to assess whether the item should be repaired or replaced under the Consumer Rights Act.

We will arrange for an independent expert to contact you to arrange to inspect the item in your home. Where possible they will arrange for the fault to be repaired. Full details can be found here.

Please note that in accordance with our privacy policy, in order to facilitate a repair, your details will be shared with the independent repair company.

If the item cannot be repaired, we will arrange to collect the item free of charge and issue a replacement or full refund if you choose to reject the item as applicable under the Consumer Rights Act. 


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.

*Extended returns policy applies.

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.


If any item that we deliver to you arrives damaged or faulty, we will happily replace or refund it.

Refunds and replacements - 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, large items and live plants.

Please contact us within 30 days of delivery to return a live plant that has arrived damaged or is defective. Refunds on live plants  can only be given in accordance with your legal rights We cannot accept returns of live plants in-store or via Hermes. To arrange a return of these items, please contact us via our online form or you can speak to one of our Customer Service colleagues on 0345 165 6565.  

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.


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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