Terms & Conditions

Welcome to our website. Dunelm's website, products and services are made available to you via dunelm.com. If you wish to use dunelm.com you must read and agree to be bound by our policies which are detailed below in our Terms & Conditions, along with any other rules on our website.

By visiting dunelm.com you are accepting and agreeing to the practices described. From time to time, we may modify our Terms & Conditions and your continued use of dunelm.com signifies your agreement to be bound by our modified Terms & Conditions. Make sure you read the Terms & Conditions and return to this page to check frequently. If you do not agree to be bound by these Terms & Conditions you may not use or access dunelm.com.

To view our competition Terms & Conditions, click here.

When you register or place an order on our website, we gather a little information about you to help us provide a better service to you now and in future:

When you order we ask your name, address, email address, telephone number, delivery address, credit/debit card number, expiry date and security code. Without this information we would be unable to process your order or notify you of our acceptance of your order.

When you place a reservation, we ask for your name, email address and telephone number.

We use your information only for the following purposes:

• Processing your order or reservation;

• Updating you about the progress of your delivery or collection;

• To serve personalised content to you;

• To contact you about leaving a review on a product once your order has been completed;

• If you consent, to notify you of products or special offers that may be of interest to you

Your details may be disclosed to other businesses within the Dunelm Group and to reputable third parties who will help process your order. Dunelm requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection and consumer legislation. We will not release your details to any company outside of the Dunelm Group for marketing purposes.

We keep a record of your orders with us, so that we can deal with any issues with your order and so that we know what interests you and can tailor future offers to suit you.

We also keep a record of any emails you send us so that we can provide you with an excellent standard of customer care should you need to contact us at any time.

The information, which you supply to us, is treated with the highest level of confidentiality. All information such as your name, address, payment details, email address is stored on secure servers. We confirm that any Personal Information which you provide to us and any User Information from which we can identify you, is held strictly in accordance with the registration we have with the Information Commissioner's Office.

It is vital that the information you to provide when you register as a customer is true, accurate, current and complete in all respects. And that you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Please contact us immediately of any changes.

Use of cookies and your preferences.

Sharing of images

By responding to our request to share your image(s) with the hashtag #yesdunelm you are agreeing to the following: User Content - As between you and us, you own all content and information you post or share using our website (referred to as “User Content”), such as posting or sharing comments, photos, videos, username, social media handle or account name, real name, likeness, caption, location or other identifying information in connection with any use of your User Content. You give Dunelm (Soft Furnishings) Limited (‘Dunelm') permission to use your User Content as follows: you grant to Dunelm and its affiliates a license to reproduce, display, modify, adapt, perform, publish, distribute, translate, create derivative works from and/or sell and/or incorporate or otherwise use your User Content on or in connection with our website and for other Dunelm marketing purposes, including without limitation in Dunelm catalogues, email and other customer communications, store materials and other marketing into any form, medium or technology throughout the world. We may display advertisements in connection with your User Content or on pages where your User Content may be viewed by you or others, and we may use your User Content to advertise and promote Dunelm, or our website. Our license to your User Content is non-exclusive, meaning you may use the User Content for your own purposes or let others use your User Content for their purposes. Our license to your User Content is fully-paid, transferable and royalty free, meaning we do not owe you anything else in connection with our use of your User Content. Finally, our license is perpetual and irrevocable. You represent and warrant that: You are at least 18 years old; You are the sole author and owner of all rights to your User Content and that you have the right to give Dunelm the rights described above; All moral rights that you may have in such content have been voluntarily waived by you; Use of the content you supply does not violate these terms of use and will not cause injury to any person or entity; and Your User Content does not infringe the intellectual property rights, privacy rights, publicity rights, or other legal rights of any third party.

You further agree and warrant that you will not submit any content that: includes any information that references other persons, websites, addresses, email addresses, contact information or phone numbers; or that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold Dunelm (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Olapic, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable lawyers' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

With the exception of any personal data, the use of which is covered by our Privacy Policy, all User Content may be used at Dunelm's sole discretion. Dunelm reserves the right to change, condense or delete any User Content placed by you on Dunelm's website that Dunelm deems, in its sole discretion, to violate the content guidelines or any other provision of these terms of use. We may refuse to accept or transmit User Content for any reason. We may remove User Content from our website for any reason.

If you believe that a user of our website has infringed on your intellectual property rights, or if we have taken down your materials due to suspicion of copyright infringement, and you would like to dispute the alleged infringement, please click here.

Orders placed online are an offer to purchase made by you and may be accepted by us subject to availability. You must be 18 or over to order from us. We endeavour to display all items in our current internet range. Goods are subject to availability and if available online, may nevertheless be unavailable for delivery to your location if local legal or regulatory restrictions apply. In the event that we are unable to supply the item(s), we will either automatically highlight this as being out of stock or as unavailable for delivery to your location at check-out, as applicable.

A series of basic online steps is required to create a contract between you and us:

• You confirm your order for products on our website by pressing the confirm order button at the end of the checkout process.

• You will receive an order acknowledgment detailing the item/s you have ordered provided the email address we hold for you has been entered correctly. If the email address is wrong you will not receive an email. This is not an order confirmation or order acceptance from Dunelm.

• For items being delivered to you (as opposed to Click & Collect), when your order is shipped from our warehouse we will send you a despatch confirmation email.

• Order acceptance and the completion of the contract between you and Dunelm will take place on the despatch to you of the products ordered from our warehouse, unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions given for contract cancellation.

• If an order is placed by a business or retail site with the intention of directly reselling goods purchased from us, we reserve the right to cancel this order pre dispatch. We also reserve the right to cancel any bulk order (for over 50 units of the same item) that may be placed by a business and /or where delivery is to be made to a business premises.

• Risk of loss and damage of products passes to you on the date when the products are delivered.

• If due to technical errors in pricing and/or details incorrectly shown on our website, inability to gain authorisation on your payment or your product being unavailable from stock, we reserve the right not to accept orders.

Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including Product Descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. All sizes and measurements are approximated; however we do try to make sure that they are as accurate as possible.

Child Safety – read more about blinds and child safety in our Blinds Safety Guide.

The price you pay is the price displayed on this website at the time we receive your order with the following exception:

• While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of re confirming your order at the correct price or cancelling it. Therefore we cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy. If we are unable to contact you within 48 hours we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

• If the on-line price of the goods is reduced after you have placed your order, but before you have received the goods, we will happily honour this price reduction. Please contact us.

Where we show a price discount on our website, the saving is calculated against the non-discount price that the product has been offered at for at least 28 days in the previous six months, or occasionally a discount to the price that will be used after the end of the promotion if this does not apply. Our intention is always to reinstate the price to at least the non-discount price shown at the end of the promotion.  The duration of the discount offer on any product is never longer than the time the product has been or will be available at the non-discount price.

The ownership of any products you order on this website shall pass to you on delivery of the products provided that we have processed and received payment in full for the products.

All prices shown on our website are in £Sterling and are inclusive of local applicable taxes at the current rate. Prices exclude delivery charges, unless expressly stated otherwise. We reserve the right to change prices if there is a change to the rate of VAT and we will endeavour to ensure that prices are correctly shown. As part of our commitment to low prices we check prices daily to ensure our simply value for money offer.

Orders from outside Great Britain may be subject to import duties and taxes depending on your location. You may need to complete a customs declaration form and/or provide identification when receiving an imported delivery. All applicable duties, fees and any additional charges for customs clearance levied by the importing country at the time the shipment arrives in your country are your sole responsibility.

We accept payment by credit or debit cards registered to a UK address, or PayPal accounts registered to a UK address. We accept the following cards: Maestro, Visa Debit, Visa Electron, MasterCard, Solo and Visa Credit.

To ensure that your credit or debit card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third part databases. By accepting these terms and conditions you content to such checks being made. We confirm that any Personal Information which you provide to us and any User Information from which we can identify you, is strictly held in accordance with the registration we have with the Data Commissioner's Office.

We will take all reasonable care to keep your order and payment details secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website.

• All prices shown on our website are in £Sterling and are inclusive of local applicable taxes at the current rate.

• We accept online payment in a secure environment and we accept all major credit and debit cards registered to UK addresses with the exception of American Express.

• We also accept payment via UK registered PayPal accounts.

• We do not accept payment by cheque or cash.

• We will only charge postage once per order, no matter how many parcels we need to dispatch.

• You confirm that the credit/debit card that is being used is yours.

• All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

• If the issuer of your payment card refuses to authorise payment, we will not be liable for delay or non-delivery.

Our customer's security is of highest priority so we have invested in the latest fraud prevention initiative (3D Secure) to give you an increased level of payment card security for complete peace of mind.

3D Secure is a new security measure now required by most banks. Similar to chip and pin but for online purchases it gives additional security by asking for a secret password. This allows your card issuer to fully authenticate the cardholder during the payment process.

When you click on the "confirm" button you will see a window open up entitled '3D Secure Authentication'. When submitting your card details, depending on the card type, you will be redirected to a secure Visa or MasterCard page on your bank's secure servers. Dunelm cannot see or access this information. If you have already registered your card for 3D Secure, you will be asked to enter your 3D secure password.

If you have not registered your card before, you will have the option to do so. If you have not registered your card and do not wish to do so you may have the option to bypass the process depending on your card type and your bank.

Some banks are forcing mandatory sign up to the scheme to upgrade your security to the highest level with immediate effect. This new security initiative is for your protection online and will soon become the standard for all websites.

For the latest developments in 3D security please contact your bank or contact us.

For full details on costs and timings visit our Delivery Information page.

• We try to fulfil orders as quickly as possible. We will inform you if an item is temporarily out of stock. We do not ship part orders, and we may cancel out of stock items from your order to enable us to ship the remaining items.

• Next day delivery is only available on selected products, and only applies when an order is placed before 8pm Monday to Thursday. Some remote areas are excluded from next day delivery. See our delivery page for a list of remote post codes.

• All deliveries must be deliverable to the address stated, however, special instructions can be given i.e. deliver to your office, neighbour, etc. All delivery instructions must be agreed at the time of placing the order.

• We cannot offer timed deliveries, with the exception of Furniture deliveries where a 4 hour time slot will be provided the day before your confirmed delivery date.

• If you need a VAT invoice, you can request one via Live Chat or the Contact Us form on our website. If you are registered with Dunelm, you can download a VAT invoice - go to ‘My Account,’ ‘All Orders’, select the relevant order and click the ‘Download VAT Receipt’ link at the top of the order. Your invoice will be downloaded to your device in PDF format.

View our Returns Policy

Find out more about Recycling and Waste Electrical and Electronic Equipment (WEEE) Regulations.

All rights including copyright in this website are owned by or licensed to Dunelm. Any use of this website or its contents, including copying or storing in whole or part, other than for your own personal, non commercial use is prohibited without the written consent of Dunelm. You may not modify, distribute or re-post anything on this website for any purpose without express permission.

You acknowledge and agree that all copyright, trademarks and all other intellectual rights in all materials and/or content made available as part of your use of dunelm.com remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by our licensors or us. The website is made available for your personal non-commercial use only and you may download and print the content of the website for such purpose as making a purchase. Any other use of the website (including, without limitation, linking to or framing the website) without our prior written consent is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) modify, copy, reproduce, transmit, publish, display, distribute, perform, license, commercially exploit or create derivative works of material and content. You may not use this website, or its content, to further any commercial purpose, including any advertising or advertising revenue generation activity.

By submitting your video content to Dunelm, you hereby accept and agree to abide by the terms and conditions below. If you do not agree to these terms, please do not provide your Content to Dunelm.

• By submitting Content to Dunelm, through Dunelm’s website, you represent that you have all necessary rights to such Content and you hereby grant Dunelm a perpetual, worldwide, non-exclusive, royalty-free and transferable licence to reproduce, copy or broadcast (as appropriate) the whole or any portion of the provided Content in or through any channels, including on Dunelm’s website(s), through its social media or email channels or in its stores at any time, and for any  commercial or non-commercial purposes in all and any media, including, without limitation, in Dunelm's printed publications, presentations, promotional materials, in the advertising of Dunelm's goods or services, in its original format or edited or altered in any way which Dunelm deems appropriate.

• Dunelm will review all Content submitted and will have the right, at Dunelm’s sole discretion, to decide whether or not to use any Content submitted. If Dunelm decides that it does not wish to use your Content, Dunelm will delete such Content and will inform you within 28 days by email.

• In the event that Dunelm elects to use your Content, Dunelm will send you a credit voucher to be spent online at Dunelm for use of your Content, subject at all times to your compliance with these Terms. The value of the credit voucher will be advised to you by Dunelm and may vary from time to time. No other compensation or royalty will be paid by Dunelm to you for the use of your Content.

• You confirm that you will not submit (and Dunelm will not accept) any Content which is defamatory, inappropriate, offensive, abusive, of a sexual nature, advertises the products of a third party or contains personal information of a third party. Dunelm reserves the right to block any further Content you try to submit if you have already submitted Content of this nature.

• You further confirm that the Content created is an original work and will not infringe the copyright or other intellectual property rights of any third party and  you waive all moral rights that may exist in relation to the Content.

• You may submit Content as many times as you choose. However, please do not submit again Content that Dunelm has already rejected.

• Where your Content contains an image of a child or children, you confirm that you are either the parent or legal guardian of such child or children, or that you have obtained the consent of the parent or legal guardian to Dunelm’s use of such image. Dunelm may require you to provide such consent in writing before accepting such Content for use.

• Any Content that you submit is made at your own discretion and Dunelm is not, and shall not be, responsible for such Content.

• Nothing in these Terms shall: (a) be construed as creating any agency, arrangement, partnership, joint venture, employer-employee relationship or any other similar relationship between you and Dunelm; (b) create or confer any rights or benefits to any third party.

• Dunelm is entitled to amend these Terms with immediate effect at any time and post the amended version on their website, and without providing any notice in advance. The changes will not be retroactive. It is your sole responsibility to review these Terms and any amendments, before submitting further Content to Dunelm. Any submission by you of any Content after making such an amendment shall be deemed as your awareness and acceptance of any amendment of these Terms.

• These Terms shall be governed by and are to be construed in accordance with the law of England and both of Dunelm and you submit to the exclusive jurisdiction of the English courts in relation to any dispute arising here-under.

• These Terms shall be deemed effective as of 23rd April 2020

Data Protection:

• Dunelm will take your name, email and telephone number when you submit Content. This enables Dunelm to contact you about your submission of Content and to arrange for the credit voucher to be sent to you.

• Your personal details and Content will be uploaded to Dunelm via a secure platform, and access to these details and the Content will only be made available to those colleagues at Dunelm who need such access to review and communicate with you about your Content. Dunelm will not share your personal details or the Content with any third party.

• If Dunelm elects to use your Content, Dunelm will securely retain the personal information that you submitted together with the Content for a period of up to 2 years. Your personal details and the Content will then be deleted.

• If Dunelm decides not to use your Content, both the Content and your personal details will be deleted on confirmation to you, within 28 days of submission

For further information about Dunelm’s Privacy policy, and your rights regarding your personal data, please follow this link

The website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.

Selected products are subject to age restrictions, as shown on individual product pages. By ordering any of these products, you are confirming that you have reached the age stated, as required by law. All parts of your order will be cancelled if we cannot verify your age using the details you provide.

The purchase of certain products from us is subject to age requirements specified by law. We may not supply these products to individuals who do not satisfy the minimum age requirements and, if you are under the age specified by law, you must not attempt to purchase these products from us.

In particular, please note that age restrictions apply in the UK to the purchase of the product below. By placing an order for any of the following products you confirm that you (and, if different, the recipient of the product) satisfy the age requirements necessary to buy that product:

• Knives (including sheath knives, all kitchen/cutlery knives) or bladed articles - Knives and bladed items can only be purchased by, and for, individuals aged 18 and over.

• Videos and DVDs - Videos and DVDs can only be purchased by, and for, individuals who satisfy the British Board of Film Classification or other age classification criteria applicable to the relevant video or DVD. Videos and DVDs can only be purchased by, and for, individuals who satisfy these age classification criteria.

• Christmas crackers - Christmas crackers can only be purchased by, and for, individuals aged 12 and over.

• Liqueur chocolates - Liqueur chocolates can only be purchased by, and for individuals aged 16 and over.

If you order age restricted products for collection in store, or for home delivery we may refuse to supply them to you if on collection / delivery as appropriate you appear to be under the required age and cannot provide age verification. We may also make online checks to verify your age.

While we will use reasonable endeavours to verify the accuracy of any information we place on the website, we make no warranties, whether express or implied in relation to its accuracy. The website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

• Any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

• any loss of goodwill or reputation; or

• any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.

No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Dunelm and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.

The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

All of the above does not affect your statutory rights.

Sale Terms & Conditions

• All sale items are subject to availability

• Selected items only

• See individual items for details

• Cannot be used in conjunction with any other offers other than at our discretion

Clearance Terms & Conditions

• All clearance items are subject to availability while stocks last

• Applies to selected items only marked as ‘clearance’

• See individual items for details

• Cannot be used in conjunction with any other offers other than at our discretion

Dunelm Summer Sale 2023

• Sale Terms and Conditions above apply

• The Summer Sales starts on 25/05/2023 and ends at midnight on 25/06/2023

• At the end of the Summer Sale some products may move to a Clearance offer and Clearance Terms and Conditions will apply

Information provided about the Airtasker UK Ltd service is shared to offer customers additional options in connection with self-assembly furniture or other home improvement tasks. There is no partnership or agency between Dunelm and Airtasker. Dunelm accept no liability for services performed by or on behalf of Airtasker and customers should satisfy themselves as to the suitability of the services for their needs. Any queries or customer service requests relating to Airtasker services should be direct to Airtasker using the contact details found on their website at: https://support.airtasker.com. Any data provided by a customer to Airtasker is governed by their data privacy policy at: https://www.airtasker.com/privacy.

Information provided about the AnyVan service is shared to offer customers additional options in connection with delivery of furniture and other large items from store. There is no partnership or agency between Dunelm and AnyVan. Dunelm accept no liability for services performed by AnyVan and customers should satisfy themselves as to the suitability of the services for their needs. Any queries or customer service requests should be direct to AnyVan by emailing customercare@anyvan.com or calling 020 3872 3050. Any data provided by a customer to AnyVan is governed by their data privacy policy at: https://www.anyvan.com/privacy-policy.

Competition terms and conditions can be found here

What happens once you've placed an order? 

Your order will be forwarded to our manufacturers and will be made to your specifications. 

Your made to order product will be with you within 5-10 weeks, and our courier will call before your order is despatched to arrange a convenient delivery date and time. 

Additional terms of purchase

Before placing your order, check the measurements of the product to ensure the size is suitable for your home and needs. 

After placing your custom made order with us, there is a 7 day goodwill order change period during which you may amend your custom made order by contacting us via Live Chat, available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page.

After the 7 day goodwill order change period, we will begin to create your made to order furniture. We cannot offer any further amends to your order after this date.

Fabric colours may vary due to different dye batches, therefore we strongly advise ordering any matching items at the same time. Dunelm cannot accept responsibility for  colour and shade variations and will not accept returns on this basis. 

Delivery will take up to 10 weeks.

Cancellations, amendments and returns

As outlined above, Made To Order furniture orders include a 7 day goodwill order change period, during which time you can contact us to amend your order. Once this 7 day period has passed, we will begin creating your custom made item(s) immediately and so your order cannot then be changed. Please note, the Dunelm 28 day “change of mind” returns policy will not apply to Made to Order items. Your Statutory Cancellation Rights are unaffected.

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 from the moment you place your order until 14 days from the day of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). 

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 products including 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.

• Live plants

In addition, unless faulty, damaged, missing or otherwise not in accordance with specification, 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. Where goods have been received, 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 once the correct item(s) have been received by us. 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.

In addition to our standard terms and conditions, Made to Measure products are covered by the following terms:

We take payment on order. For online orders, these cannot be cancelled or amended once the order is confirmed. If your order was placed via a store or virtual consultant booked online, you must contact the store where the order was placed or the consultant you spoke to on the same day as you placed the order. If a refund is needed after you have received your item(s), we will process it as quickly as possible, no later than 14 days after we have received the item(s) back from you. Images shown are for display purposes only and may not represent the final look of your Made to Measure item(s). Child Safety – Read more about blinds and child safety. Our Made To Measure service is only available on fabric purchased from Dunelm. Selected styles and fabrics can be made and delivered in 14 days from the date of ordering. This time frame is not applicable to certain materials, alterations to our ready-made curtains or pelmets.

A Dunelm quotation is valid for a period of 7 days. Lowest price guarantee gives you the opportunity to check the cost of your comparable made to measure order at Dunelm against our main UK competitors. If we are not the cheapest and you order from us we will price match the competitors price. To ensure your Made To Measure order is eligible for the lowest price guarantee, you will need to have a like for like comparison (taking account of all equivalent product and service provided by us) from a recognised national UK online or high street retailer. Take your like for like comparison into your local Dunelm store or call our customer service team (you must have the ability to email your quote to us for our verification). If you can demonstrate that the total cost of the comparable order is cheaper and you place the order with us, we will price match the competitors price. Your comparative quote must be dated within 28 days of your Dunelm quote. We reserve the right to withdraw the offer at any time before the expiry date of your Dunelm quotation.

Measurements & Returns:

Using your specifications some minor adjustments may need to be made based on what our expert teams think will work best. Please note, if the width of your curtains is wider than the width of the fabric requested, our team will need to join the fabric together to provide the correct measurements. As our Made To Measure products are made to order, we cannot sell them to other customers. This means returns are only allowed if the product is; faulty or damaged, missing items or goods which are not supplied, or have not been made to the specification provided (allowing for a 1cm tolerance). Because of this, it is very important that you are sure about the sizing, colouring and styling before you place your order. We recommend you check your preferences by viewing samples in store or using our free sample service. Colour cannot always be truly represented due to variations in PC monitors. For measuring advice, please refer to our buying guides; How To Measure For Curtains or How To Measure For Blinds. Always double check your order to make sure the products, fabrics and measurements are correct, as we cannot accept returns based on reasons outside of those listed above. For more information on returns and cancellations click here.

Pattern and Batch Matching:

Our curtain patterns run horizontally from curtain to curtain, but we cannot match from one curtain edge to the other i.e. the curtains won’t meet up when drawn to create a matching pattern between the two panels of fabric. Due to the print design of some patterned fabrics, we cannot guarantee the design will match perfectly where products meet. All fabric within your order will be batch matched, but we cannot guarantee any subsequent orders will come from the same batch of fabric. It is not unusual for natural fibres to contain some variations in colour and texture, so any fabrics made from natural fibres might contain these variations too. These small variations are part of the natural beauty of the source material, and to be expected. While we go to great lengths to ensure the Goods sold and installed match any samples or descriptions that have previously been shared with you, some slight variation in colour and pattern can occur. Because of this, you will not be entitled to reject items based on any minor or insignificant differences to samples and descriptions, or claim any compensation for the variations.

Limits on free fabric samples

We offer free fabric samples to help you find a colour and pattern you like for your Made To Measure curtains and blinds, and to make sure there's enough samples to go around we limit orders to five swatches at a time. If you don’t find your favourite you can always order more, however, to keep things fair to other customers we will cancel any repeat orders amounting to more than 15 swatches to any one person or address.

Curtain Take Back

We offer a free “take back” service during the fitting appointment for your new Made to Measure curtains. Your fitter can take away the curtains that are being replaced and send these to our selected third party for the curtains to be repurposed or recycled. Please note the fitter is only able to take away curtains and not any other window treatment such as pelmets, shutters or blinds that are replaced.

Where a guarantee is offered for a product, the terms of each guarantee will vary depending on the item concerned. However, in each instance for a guarantee to be valid:

• Product care instructions must have been followed;

• Product must only have been used for domestic purposes within England, Scotland, Wales, Northern Ireland and Jersey;

• Any claim must be made by the original purchaser of the item; and

• Proof of purchase will be required.

In order to make a claim under a guarantee:

• For smaller items such as bedding and towels please take your item and proof of purchase into store;

• For larger items such as furniture or mattresses please contact our Customer Care Centre on 0345 165 6565 or get in touch via our contact form.

Where a valid claim is made under a guarantee we will endeavour to repair or replace the relevant item as applicable and at our sole discretion in the first instance.

Please note statutory rights are not affected. For further details of individual guarantee terms please see below.  

We offer a 10-year guarantee on our Made to Order Sofas & Chairs as well as selected upholstered items. The Edited Life Made to Order Sofa ranges come with a 25-year guarantee.

Please read the “Overview” section of the product page before purchasing or product packaging in store to see whether your item comes with a guarantee.

What the guarantee covers

Where the product you have purchased from Dunelm is provided with a 10-year or 25 year Upholstery Frame Guarantee  this is valid from the date of delivery. Please keep your proof of purchase issued by Dunelm (such as your e-receipt, paper receipt or order confirmation) as we will need to see this to validate your guarantee. This guarantee applies only when the product has been used in your own home within England, Scotland, Wales, Northern Ireland and Jersey.

Your guarantee covers you against manufacturing faults and defects on the following:

• Loose joints

• Timber breakage

• Spring rails breaking

• Springs and webbing coming loose

• Broken legs

What the guarantee does not cover

Your guarantee does not cover:

• Accidental damage

• If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment.

• If the care instructions haven’t been followed (see below or product instruction manual).

• If the timber is exposed to extreme moisture within the home.

• If the product is in unsanitary condition, or damage has been caused by pets.

• It does not apply to fabric, fillings, cushions and mattresses including sofa beds.

• Normal wear and tear (dents and scratches).

• Items which are sold as ex-display or clearance are excluded.

• The metal mechanism for a recliner chair or sofa bed is not included. This includes electric recliners.

The guarantee only applies to the original purchaser of the item, any second-hand products that are still within their 10-year or 25 year guarantee period are excluded.

The guarantee has no cash value and is non-transferable.

How do you make a claim?

If something should happen with your upholstery furniture item that falls under the criteria, please visit our help pages at www.dunelm.com/info/help. We will need a description and photos of the fault or defect from you along with proof of purchase. Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

What do we offer?

We will arrange for an independent service technician to visit you to assess whether your item can be fixed. We will endeavour to always repair your item within your own home.

We reserve the right to use alternative materials to repair your item, but we will try to find the closest match at all times.

Dunelm gives no warranty as to how quickly a technician will be able to attend your home or how long any repairs may take.  On occasion the repair may not be carried out on the same day as the technician attends to assess your item.  The technician is an expert and will ascertain whether the item has been treated in such a way that the Dunelm Upholstery Frame Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dunelm Upholstery Frame Guarantee does apply but your item can’t be repaired, you will be offered a replacement or a like-for-like replacement in the first instance. Where a replacement is unavailable you will be offered a credit to the value of your original purchase price for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dunelm Upholstery Frame Guarantee.

Updated: October 2022

The above conditions relating to Dunelm’s Upholstery Frame Guarantee do not affect your statutory rights.

Upholstery care advice

Regular care advice Vacuum clean your upholstery at least once a week, dust removal may be improved by pre-brushing with a soft cloth. All reversible cushions should be turned daily and their positions switched, this will help prevent excessive soiling and even out wear

Cushion care It is essential that all fibre cushions are given a vigorous plumping by shaking and squeezing to redistribute the fibre on a daily basis. This will add air back into the fibres to prevent the fibre from going flat and lumpy.

General care advice

For items with wooden legs/ feet never place on a damp floor. Keep upholstery out of direct sunlight to avoid discolouring. Do not place the furniture in a conservatory, excessively dry or humid conditions. Avoid sharp items such as toys, jean rivets and buckles coming into contact with the upholstery as these can easily snag, tear or pull the fabric. To maintain the appearance and durability of your suite, restrain children and pets from climbing and jumping on the sofa. Leather is a natural product and can display natural marks and characteristics such as healed scars, grain directions and creases. These are natural features not faults. Please dust leather regularly and clean with a damp cloth.

For accidental spills or stains

Don’t rub or scrub with a cloth as this could damage the fabric and remove the colour. Don’t use washing up liquid, detergents or bleach to remove stains. Don’t soak or allow fabric to become wet. Do blot or soak up spills immediately using a dry soft colourfast cloth. Do use specialist upholstery cleaner if needed, always follow the manufacturer’s instructions and always test on a hidden area to check colour fastness. Allow the test patch to completely dry first. If the fabric colour is affected, do not use this cleaner on the rest of your product and consult a specialist.

Finally, we hope you enjoy your furniture for many years to come and thanks again for your purchase.

Two-year lighting guarantee

We offer a two-year guarantee on of the Dunelm own-brand lighting products, excluding light bulbs and integrated LED products.

What the guarantee covers:

Where the product you have purchased from Dunelm is provided with a two-year guarantee this is valid from the date of purchase. Please keep your Dunelm issued proof of purchase as we will need to see this to validate your guarantee. This guarantee applies only when the product has been used in your own home within England, Scotland, Wales, Northern Ireland and Jersey.

Your guarantee covers you against manufacturing faults and defects

Your guarantee does not cover:

·       Accidental damage.

·       If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment.

·       If the appliance has not been installed or used in accordance with the instruction manual.

·       Normal wear and tear (dents and scratches) or consumable parts (such as lightbulbs).

·       Any replacement of parts or repairs completed after purchase which have improperly completed or taken place outside of the guidance within the instruction manual.

·       Items which are sold as ex-display or clearance are excluded.

The guarantee only applies to the original purchaser of the item, any second-hand products that are still within their two-year guarantee are excluded.

The guarantee has no cash value and is non-transferable.

Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

How do you make a claim?

The following is required if you would like to make a claim:

i)  Proof of purchase (this can be a receipt, order confirmation from Dunelm)

ii)  The product – to allow us to fully investigate your claim and arrange a like-for-like or similar product as a replacement (dependent on availability).

To make a claim under the guarantee:

iii) if you purchased the item instore, please bring the product and proof of purchase into your local Dunelm store; or

iv) if you purchased the item online, please visit our help pages at www.dunelm.com/info/help. We will need a description and photos of the fault or defect from you along with proof of purchase.

What do we offer?

Dunelm may submit any returned items for assessment by a Dunelm Technologist who will ascertain whether the item has been treated in such a way that the Dunelm Two Year Lighting Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dunelm Two Year Lighting Guarantee does apply you will be offered a replacement or like-for like replacement in the first instance. Where a replacement is unavailable you will be offered a credit to the value of your original purchase price for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dunelm Two Year Lighting Guarantee. 

Dated: September 2022

The above conditions relating to Dunelm’s Two Year Lighting Guarantee do not affect your statutory rights.

Five-year lighting guarantee

We offer a five-year guarantee on of the Dunelm own-brand integrated LED products.

What the guarantee covers:

Where the product you have purchased from Dunelm is provided with a five-year guarantee this is valid from the date of purchase. Please keep your Dunelm issued proof of purchase as we will need to see this to validate your guarantee. This guarantee applies only when the product has been used in your own home within England, Scotland, Wales, Northern Ireland and Jersey.

Your guarantee covers you against manufacturing faults and defects.

Your guarantee does not cover:

·       Accidental damage.

·       If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment.

·       If the appliance has not been installed or used in accordance with the instruction manual.

·       Normal wear and tear (dents and scratches) or consumable parts (such as fuses but excluding lightbulbs).

·       Any replacement of parts or repairs completed after purchase which have improperly completed or taken place outside of the guidance within the instruction manual.

·       Items which are sold as ex-display or clearance are excluded.

The guarantee only applies to the original purchaser of the item, any second-hand products that are still within their five-year guarantee are excluded.

The guarantee has no cash value and is non-transferable.

Please note we will only replace the affected item, not an entire set or co-ordinating items purchased together.

How do you make a claim?

The following is required if you would like to make a claim:

i)  Proof of purchase (this can be a receipt or order confirmation issued by Dunelm); and

ii)  The product – to allow us to fully investigate your claim and arrange a like-for-like or similar product as a replacement (dependent on availability).

To make a claim under the guarantee:

iii) if you purchased the item instore, please bring the product and proof of purchase into your local Dunelm store; or

iv) if you purchased the item online, please visit our help pages at www.dunelm.com/info/help. We will need a description and photos of the fault or defect from you along with proof of purchase.

What do we offer?

Dunelm may submit any returned items for assessment by a Dunelm Technologist who will ascertain whether the item has been treated in such a way that the Dunelm Five Year Lighting Guarantee will not apply.  In that case, their decision is final, and no further correspondence will be entered into.

If the Dunelm Five Year Lighting Guarantee does apply you will be offered a replacement or like-for like replacement in the first instance. Where a replacement is unavailable you will be offered a credit to the value of your original purchase price for use with Dunelm in the form of a pre-loaded Dunelm gift card. Please note that a replacement or credit will only be given strictly in accordance with the terms and conditions of the Dunelm Five Year Lighting Guarantee. 

Dated: September 2022

The above conditions relating to Dunelm’s Five Year Lighting Guarantee do not affect your statutory rights.

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.

British Heart Foundation

• Dunelm take no responsibility for the services offered by British Heart Foundation, and any queries or customer service requests should be directed to British Heart Foundation by emailing customerservice@bhf.org.uk or calling 01372 541000

• Date Protection: Any data provided by the Customer to British Heart Foundation  is governed by the data privacy policy at:  https://www.bhf.org.uk/what-we-do/our-policies/our-privacy-and-cookies-policy

Clearabee

• Dunelm take no responsibility for the services offered by Clearabee, and any queries or customer service requests should be directed to Clearabee at:  https://www.clearabee.co.uk/contact

• Any customer service matters relating to the services provided by Clearabee should be made to Clearabee directly at: https://www.clearabee.co.uk/contact

• Date Protection: Any data provided by the Customer to Clearabee limited is governed by the data privacy policy at: https://www.clearabee.co.uk/privacy-policy 

• All sale items are subject to availability

• Selected items only

• See individual items for details

• Cannot be used in conjunction with any other offers

Dunelm (Soft Furnishings) Limited Watermead Business Park, Syston Leicestershire  LE7 1AD

VAT No: GB818 2-840 21

Registration No: 2129238