Helpful questions & answers

Placing & managing orders


What does it mean if only this symbol shows next to the item I want?
If only the reserve & collect icon shows beside your product, this means it is not available for home delivery but will be available to reserve online and collect in store where stock is available. If you click the 'Check Stock' button and enter your postcode we can tell you if the item is at your local store.


What does it mean if only this symbol shows next to the item I want?
As long as the item is in stock, it is only available for home delivery and not in store collection. We sell so many products our stores simply don't have the space to stock them all, so some items are only sold online and distributed from our central distribution centre for home delivery.


Both symbols are showing, but I can't reserve at my local store: Why?
This normally means that whilst there is stock available in some stores across the country, it is not in stock in your local store. We don't currently ship items available for home delivery to stores for collection.

My item is available in store but not available for home delivery: Why?
All of our home deliveries are sent to customers from our central distribution centre. We don't redistribute items from stores to be delivered to homes, so there may be occasions when an item is available to reserve in store but not for delivery. Once stock of that item is replenished in our central warehouse, home delivery will be available.

Can you transfer stock between stores?
We may look at ways to make this an option in the future, however this is not a service we currently offer.

My item is available for home delivery, can I have it delivered to a store?
Home delivery orders are sent from a central distribution centre to your nominated home address only. The main reason for this is to provide a consistent and secure delivery service for all of our orders, that protects our customers from having their orders intercepted by fraudulent individuals. Additionally, some of our home delivery items are large and/or heavy, so we prefer to let our professional couriers get your order to you safely.

I can't find an item online but I've seen it in store: Where is it?
It isn't always possible for our online store to match the availablity of our in-store range. Our stores stock a huge range of products, and while the website includes a very large number of those items, there may be times when you can't find something you've seen in store. The same is true in the reverse, as we offer an expanding range of products that are exclusively online.

If you've seen an item and would like to check if it's still available in your local store you can find the store contact details here

I saw an item in store but I want it delivered and can't find it online. What do I do?
Our stores are not able to accept payments over the phone, and our customers service team are not able to take payments for items not featured on the website. However, you can find out if your item is still available by using our online stock checker before heading out to your local store.

How can I pay for my order?
You'll need a credit or debit card registered to a UK address to pay for your items online. We accept the following cards: Maestro, Visa Debit, Visa Electron, MasterCard, Solo and Visa Credit. We also accept payment via UK registered PayPal accounts.

How do I pay with PayPal?
Check out as normal and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment. Once you have completed this, you will be returned to dunelm.com to view our confirmation order page.

We'll send you an email with the details of your order, and you should also receive two emails from PayPal firstly to notify you that an payment has been authorised to us, and then to let you know payment has been sent to us once we have dispatched the order. As with all online orders, we will only take payment of your order when we have sent it out to you.

Is the website secure?
Yes. Our website is secure site using an SSL EV certificate, and all the information transmitted between you and us is encrypted for maximum security. It's of great importance to us that you feel you can shop online with confidence, so for full details of our online safety measures please see the security section in our Terms & Conditions.

My credit card is registered abroad; can I place an order to be delivered in the UK?
At present we only accept payments from cards registered to a UK address, but we are looking at expanding our delivery and payment areas in the future.

How do I cancel my order?
If we haven't yet dispatched your order contact us and we can cancel all or part of your order. If it has been dispatched then the easiest thing to do is to refuse the delivery when our courier arrives and we will refund your account when your order is returned back to us. You can find out if your order has been dispatched by logging into your account and checking the order status.

Made to order upholstered sofas and chairs cancellations
After placing your custom made order with us, you have a 48 hour 'cooling off' period. During this time your order will not be processed and you may cancel your order by calling our Customer Services team on 0844 346 0022. After the 48 hour 'cooling off' period, we will begin to create your made to order furniture. If you wish to cancel after this point, you will be charged 100% of the total value of the order.

Delivery

Home delivery: how much does it cost and when will it arrive?
We offer more than one delivery type, so the cost and timeframe for your delivery depends on what you want to have delivered. For full details of the different delivery charges and options, click here.

Is international delivery available?
This isn't a service we offer at the minute, but we're looking at expanding our horizons in the future to bring Dunelm closer to international customers.

Delivery dates: can I choose a specific day?
We don't offer a specific delivery day service at the moment.

We try to dispatch all orders as soon as possible, however we offer an estimated 'latest delivery date' during the checkout to give you an indication of how long we think we might need.

Do I need to sign for my delivery?
For security reasons we require a signature for all deliveries. If you are not available to receive your products, our courier will leave a card with details on where your delivery is and what your options are.

When will I get my order?
It's possible to check the delivery availability of any of our products by clicking 'check stock' on any product page, and we'll tell you when you'll get your order. When you go through the online checkout to make your purchase we estimate the date you'll receive your item/s.

We call this the 'latest date' as we hope we'll be able to get your order to you sooner. We'll keep you informed during the delivery process by emailing you once it's been dispatched. .

If you ordered a furniture/large item our couriers will call you to arrange a delivery date that suits you. We use external courier services, so should you need to check or change your delivery date, please get in touch with our couriers using the contact details they have given to you.

Is my order is on its way?
We'll let you know when your order has left our central distribution centre by sending you a shipping confirmation email. If you gave us your mobile number when you ordered online, you may also receive a text message from our couriers with more information about your delivery.

As long as you checked out as a registered customer you can track the progress of your order online by logging in to My Account.

Furniture/large item orders require a scheduled arrival date, so once you've placed your order you'll get a call from our courier to arrange a delivery date. You'll get an email telling you when your furniture/large item is sent from our distribution centre to the courier, but you don't need to do anything. Your order will arrive on the day you've agreed to, and the courier will call again a couple of days before to check the date still works for you.

Where is my order?
If you checked out as a registered customer you can log in to your account and see if your order has left our distribution centre. If you provided a mobile phone number you will also receive a text to let you know when your standard or express delivery order is with our courier and on its way to you.

If you checked out as a guest, you'll need to contact us. so we can check on your behalf.

If you ordered a furniture/large item our couriers will call you to arrange a delivery date that suits you. We use external courier services, therefore you won't be able to track those details online. Should you need to check or change your delivery date, please get in touch with our couriers using the contact details they gave you and they will be happy to help.

We don't currently offer a specific day delivery service, but once your order has left our distribution centre our courier will indicate when you can expect your order to arrive.

Incomplete order: When will the rest arrive?
Due to the size of some orders we sometimes need to send them in more than 1 parcel. If this is necessary, each parcel will have a separate tracking number and you will receive additional notifications from the couriers. You can log into My Account at any time to check how many parcels have been sent and when they are likely to be delivered.

If you have received all your parcels but after checking the delivery note there is a missing item, please contact us so we can investigate for you.

Missed delivery: what happens next?
If our courier attempts to deliver when you're not at home, they will leave a card to let you know and provide more information on your options. In many cases they will be able to leave your parcel with a neighbour, or they may try to deliver the following day. All this information will be left on the card they leave, so just follow the directions.

Can I change delivery details after my order is placed?
You can't change your delivery address once you've placed an order. This is a necessary security measure to protect genuine customers from the potential of address fraud and redirection of goods to unauthorised addresses after being purchased.

Can I change, add or remove items once I've placed my order?
Unless you want to cancel it, it isn't possible to alter an order after it's been placed. However, you can always place a further order, or contact us to cancel the existing order (providing it hasn't been dispatched yet) and place a new one.

We only take payment for your order once it has been dispatched, so if you cancel your order before this point no money will have been taken from your card or account.

Changing a furniture/large item delivery date: How do I do it?
When you place an order for furniture/large item delivery you'll arrange a delivery date directly with our courier. If you need to reschedule for any reason all you need to do is get in touch with the courier and you'll be able to arrange a new delivery date. The courier's contact details will have been provided when the original delivery was booked, but if you can't find them you can contact us and we'll find them for you.

Returns & exchanges

How to return an item

There are 3 ways to make a return:

1. In store

The quickest way to return a item is to take it back to one of our stores, even if the item was bought online and delivered to you. We have stores in most areas of the country, so if you live close enough that's usually the best option – you can find your nearest store by clicking here.

2. Collect Plus

If your item weighs less than 10kg, you can return it for free by dropping it off at a Collect + point. There are thousands of these collection points across the country that are open at times to suit you, and you can find your local Collect+ point at www.collectplus.co.uk/Dunelm. To return an item via Collect+ complete the returns form provided with your delivery and enclose with your parcel. If your parcel weighs more than 10kg and is larger than 50cm x 30cm x 30cm, please contact us to arrange a return.

3. Courier

We don't expect you to do handle a product if it's large or bulky. We will arrange for a courier to visit your home to collect these kinds of items contact us and we'll take you through your options.

How long do I have to return items?
In most cases our 28 day returns policy applies to all orders placed online. If your order was placed online, you have additional rights under the Consumer Protection (Distance Selling) Regulations 2000. These rights entitle you to request a full refund within 7 working days of receipt. Certain exclusions apply, for full details of our returns policy click here.

Is everything returnable?
There are a few products that cannot be returned unless faulty. These are listed below:

1. All products that are cut or made to your specification including fabric and made to measure orders.

2. Mattresses, Mattress Protectors & Toppers, Duvets, Pillows, Bedspreads, Throws, Blankets where the packaging has been opened.

Additional rights exist for you under the Distance Selling Regulations that mean for 7 days after the date of delivery, you can return any item unless it has been specifically made for you. This forms the first 7 days of our normal 28 Day Change of Mind and after the 7 days have passed the exclusions above apply until the end of the Change of mind period.

For full information on our Change Of Mind Policy, click here.


Made to order upholstered sofas and chairs
Our upholstered furniture products are custom made, therefore they can only be returned if faulty or not made to the specification given. We strongly recommend ordering a free fabric sample first to ensure colour and texture accuracy. Viewing fabrics on a screen does not offer a true representation, as monitors vary in brightness and colour saturation. For full details on returns, delivery and what to expect once you've placed your furniture order click here.

What do I need for an in-store refund?
Take the item you wish to return, the payment card used to place the order and your dispatch note. Show all these at the Customer Service Desk in store and we'll deal with your return immediately.

Please note, if you used PayPal to purchase your order online, your refund will be issued as a credit note.

If you don't have the card used to pay for the item or have misplaced your dispatch note, we will issue a credit note for the refund value. Credit notes can be used for in store purchases and valid for 2 years from the date of issue.

When will I get my refund?
If you return your unwanted item to a local store your refund will be processed immediately. For returns made via Collect+ or courier, we'll process your refund as soon as we receive your returned item. Your payment will arrive back in your account within 2 - 7 working days depending on the speed your payment card company processes the transaction.

How do I swap a damaged of faulty item?
If you would like to replace a damaged product and the item is in stock at your local store, you can swap the faulty item for a new item immediately. We would recommend checking the stock is available before visiting our store which can be done easily online.

If you can't get to a store or if the item you want is not in stock, just contact us and we will arrange for a replacement to be sent out to you.

My order has arrived damaged: What should I do?
If you notice some damage while the courier is still present, ask them the take the item back straight away. If the courier is no longer present, there are three options available to you:

1. Often the quickest way to return a damaged item is to take it back to one of our stores, even if the item was delivered to you and not bought in store. We have stores in most areas of the country, so if you live close enough that's usually the best option – you can find your nearest store here

2. If your item weighs less than 10kg, you can return it for free by dropping it off at a Collect + point. There are thousands of these collection points across the country, normally in corner shops, which are open at times to suit you. To return an item via Collect+ you'll need a returns authorisation number and some returns labels from us. All you need to do is to contact us and we'll be happy to arrange this for you.

3. We don't expect you to do handle an item if it's large or heavy, or the damage has made it unsafe to personally return, so we will arrange for a courier to visit your home to collect these kinds of purchases. We'll guide you through the options when you contact us

Reserve & Collect

Which stores offer Reserve & Collect?
All of our stores offer our Reserve & Collect service. The availability of items you are able to reserve online and collect in store will depend on stock levels at the stores closest to you.

When can I collect reserved items in store?
If you place a reservation before 12pm, you products will be available for collection at your chosen store from 3pm the same day. Items reserved after 12pm will be available for collection the following day.

We will email or text you to let you know when your order is ready for collection.

Collecting my reservation: What do I do?
When you place your reservation online we'll email your reservation number in a confirmation email. Print it off or show the email via your smartphone and take it to the customer service desk at your chosen store to pick up and pay for your order.

When can I collect reserved items in store?
If you place a reservation before 12pm, you products will be available for collection at your chosen store from 3pm the same day. Items reserved after 12pm will be available for collection the following day.

Your order won't be ready for collection until you receive an email or text to tell you so.

How long do you hold reservations for?
We hold all reserved items for 3 days, after which all items will be placed back on general sale in store. If there's a problem collecting your reservation within the 3 days, give your collection store a call and we will usually be able to hold items for a bit longer. You can find store contact details here

I can't collect in time: What happens to my reservation?

We hold all reserved items for 3 days, but if you need extra time to make your collection we can keep them for longer if needed. Call the store directly and tell them when you will be able to collect your reservation.

You'll find the store's contact number on the confirmation email you received when placing your order, or you can find the details for your store by clicking here.

I've changed my mind: Can I return reserved items?
Our usual returns policy applies for reserved items too. If you change your mind once you get your item home, you can get a full refund by returning the unused item and receipt to any of our stores.

If you would like more information about our Returns Policy, please click here.

An item is cheaper in store: Which price do I pay?
We try to make sure our online prices match those in store, but if you find a lower price while you're in store we will only ever charge you the lowest price.

My item isn't available to reserve: Why?
While we sell many of the same items online as in store, the wide range we offer means it isn't practical to match the product ranges exactly.

Some of the items you see online are available exclusively online, and this means they are stored at our central distribution centre for home delivery only.

Often these items are large or heavy, like our extended online only furniture range, so for your safety they're best delivered by the professional hands of our couriers.

Do Distance Selling Regulations apply if I've placed my reservation online?
You can make sure you are happy with your reserved items before you pay for them in store so Distance Selling Regulations do not apply.

Account settings

Gift Cards

Can I buy gift cards online?
Yes, gift cards can be bought online and we'll even post your gift card free of charge to any UK address.

Can they be used online?
Gifts cards can't currently be used to make purchases online, but can be used at any of our stores nationwide. You can find where your nearest store is by clicking here.

How long are gift cards valid for?
Our gift cards are valid for 2 years, from the most recent top up or purchase.

Expired gift card: What can I do?
We'll be happy to re-issue your gift card if yours has expired. Just contact us so we can cancel your old gift card and post a new one to you.

Sending gifts: Can I send gift cards to a different address?
You can have gift cards delivered directly to family and friends and we won't charge you for postage. When you go through the check out you can nominate any address you like.

Can I top up my gift card?
Yes, you can re-use your gift card as many times as you like by topping up its value whenever you are in a Dunelm store.

What do I do if I've lost my gift card?
If your gift card hasn't already been used and you still have your receipt with the gift card number printed on it, contact us and we'll be able to cancel your original and send out a reissued gift card.