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Home/About

Where Is My Order?


You can now track online orders here for information on how long your parcel will take. Just enter the 10-digit order number found on your confirmation email to view expected delivery dates.

We are currently experiencing a high volume of contacts into our Customer Services team, so it may take us a little longer to respond to enquiries. If you have any questions on the status of your order, we would politely request that you wait to contact us to check the status of your order until the confirmed delivery date found on the tracking order page or in your order confirmation email has passed.

We appreciate your continued patience and understanding at this time.

 TRACK MY ORDER 

FAQs


When will my order be delivered?

Please refer to your order confirmation and your expected delivery date will be shown for the individual items on your order. If you have multiple items on your order, you may have a number of different delivery dates. Each date will show to the right-hand side of the product on your order confirmation. You can track your order here.

I have only received part of my order. When will the rest be delivered?

Your order may have been split into several deliveries and therefore may have different delivery dates. Please refer to your order confirmation which will confirm each delivery date for the items on your order. Please contact us if items on your order have passed their individual expected delivery date and our colleagues will do our best to assist you. You can track your order here.

Can my order be delivered sooner than the date shown on my order confirmation?

To ensure we are operating our distribution centres in line with government guidelines, our delivery times may be longer than what you are used. This means we cannot bring forward your delivery date as we are working hard to ensure the safety of you and our colleagues.

My order confirmation says ‘on or before’, can I request my delivery sooner than the latest date stated?

The date on your order confirmation is the latest date your order is expected to reach you. We will notify you when your order is dispatched and provide you with tracking details. As we are working hard to ensure the safety of you and our colleagues with our revised ways of working, this means that we cannot bring forward any delivery dates.

Why is the delivery time longer than usual?

To ensure we are operating in line with government guidelines and to achieve social distancing, we have reduced colleagues in our distribution teams and therefore all deliveries will take slightly longer. The information on the website at the time of placing your order and on your order confirmation is a true reflection of date your order is expected to reach you. If the delivery date on your confirmation has passed, please contact us.

My delivery date has passed and I haven't received my order

If the final delivery date on your email confirmation has passed and you haven't received your order, then you can contact us via our online form or there is the option for a percentage of our customers to use our new Live Chat service. Please see information below. We appreciate your patience.

Live Chat FAQs


What is Live Chat?

This instant messaging service connects you to a member of our customer team who will be able to answer your questions and give assistance there and then.

How does it work?

You'll see Live Chat as an option on our Track Order page and Contact Us page.

Live Chat is available between 9am – 4pm. To help us answer your queries as efficiently as possible, please have any order details and address details ready. Once you're chatting to us, please don't refresh your Live Chat page.

Where can I find Live Chat?

The Live Chat option will be shown on our Contact Us page and Track Order page (after you have entered your details).

What are the opening hours for Live Chat?

You can use Live Chat between 9am and 4pm Monday-Friday. If you are in the queue or are talking to a colleague when the clock strikes 4pm, don't worry! We'll stay on and get to the bottom of your query.

Why does it say, ‘We’re unable to start a chat at this time’?

We don't want to keep you waiting in a long queue (and you probably don't want that either), so we'll show this message when all of our colleagues are already in chats with other customers. Please try again later, or use the Contact Us form as an alternative way to get in touch. 

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