Returns and Refunds
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 within 28 days of purchase* under our Change of Mind policy. Please note that all refunds will be made back to the original tender type. For online or in-store purchases, where mixed payment methods have been used, we will need to process the refund in order of Gift Cards, then Credit/Debit Card and cash will be the last amount to be refunded. Where any discount code has been used for any order, the discount amount will apply equally across all products purchased in that order, unless stated otherwise when placing the order. Where any refund is given, this will be up to the amount paid for the order only and will not include any amount saved using any discount code.
Please note, items must:
- Be unused and in their original condition (including all packaging and tags intact)
- Have your Dunelm receipt or order confirmation. Without a Dunelm issued proof of purchase, we are unable to provide a refund or exchange under our Change of Mind policy. This does not affect your statutory consumer rights.
*There are some items that we can't return or exchange unless faulty. Read our returns policy to find out more.
Returns Methods
Returning a small item
Anything that weighs less than 15kg and measures under 120cm in every direction* (*Includes small furniture items that weigh less than 15kg and measures under 120cm in every direction)
Returning furniture or a large item
Home collections are available for items that weigh more than 15kg and measure over 120cm in any direction. You can also return large items, including large furniture, to most of our stores (store exclusions apply)*
*You can return large items, including large furniture, to most of our stores. There are some stores that can’t accept large returns, which are: Basildon, Boston, Brighton, Carmarthen, Crawley, Didcot, Feltham, Greenwich, Grimsby, Halifax, Horsham, Isle of Wight, Jersey, Leeds Thorpe Park, Loughborough, Nuneaton, Peterborough, Scarborough, Westfield and Bracknell. For these locations, we recommend a home collection.
Returns FAQs
The time it takes to receive a refund depends on how your item is returned and what method you used to pay.
Refunds: how long do they take?
Please note that all refunds will be made to the original payment method.
If you purchased an item online and returned it via our drop off or home collection service, when the item(s) has arrived, been inspected and processed, you will receive an email to confirm your refund has been issued. Please allow 7-10 working days to receive your email. Where mixed payment methods have been used (Gift Cards and Credit/Debit Cards, for example), we will need to process the refund in the order of Gift Cards, then Credit/Debit Card and then cash.
Gift Card refunds will be issued to a new Gift Card or added to an existing Gift Card in store.
The time for the refund to reach you will depend on your method of payment:
Card Payment – 3-5 working days once the item has arrived with us.
Klarna – The refund will be issued to Klarna within 3-5 working days of the item arriving with us. Please visit Klarna to track your refund from them.
PayPal – The refund will be issued to PayPal within 3-5 working days of the item arriving with us. Please visit PayPal to track your refund from them.
Creation – Credit - The refund will be issued to Creation Finance within 3-5 working days of the item arriving with us. Creation Finance will apply the refund to your account within 5-10 working days. Please visit Creation Finance or your Creation Portal for further information.
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 statutory 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.
For store purchases, 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 may apply at certain times of the year.
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.
Please note, faulty items can be returned to your local store for a refund (excluding furniture and large items) but cannot be exchanged.
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. Items can take 7-10 working days to arrive with us and be processed. We'll send you an email to confirm once item has arrived, been inspected and your refund has been processed. For refund timescales, please see ‘Refund FAQs’
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 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 may refer your dispute to Alternative Dispute Resolution (‘ADR’). A list of Trading Standards approved ADR providers is available here. Please contact us for the details of the ADR provider with whom Dunelm is registered. There is no obligation on Dunelm to agree to ADR and any request will be considered on a case-by-case basis.