Debenhams Frequently Asked Questions

You can track your order either by logging into your account or by clicking the link found in your order dispatch email.

Some orders may be sent in more than one parcel and from different locations and sellers, please allow the full delivery timeframe for all parcels to arrive. Please note deliveries take place 7 days a week between 8am to 9pm.

Click here for all of the delivery information you'll need including delivery timeframes as well as costs.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

You have 28 days to send an item back starting from the day you receive it. Please note a one off return fee of £1.99 will be deducted from your refund amount.

If you have ordered an item from one of our concessions, please use the label sent with your parcel to send the item back to the seller. If you have ordered multiple items from different sellers then you will need to send each of these back separately to the individual sellers. If there was no label in your parcel please contact us for the best way to return your items.

For all non-concession items to start a return simply follow the steps below and click here to start a return, if you don’t have a printer please don’t worry, our portal has printerless options available.

If the item you want to return isn’t showing on our portal then this likely means that it’s an item from one of our concessions. You may have received an invoice in your parcel along with returns instructions, this item will need to be returned back to the concession.

If you didn’t receive paperwork in your parcel or no longer have the paperwork from your parcel please head over to our contact us page and the team will be happy to help.

Once you have posted your return back to us it can take up to 21 days to receive your refund. That’s 14 days for the carrier to return your parcel to us and for our warehouse to process your return and then a further 7 days for the refund to reach your account.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition or that is different to what you ordered. Please head over to our contact us page and our team will be happy to help.

To help get this fixed ASAP please include the following information when contacting us:

• Your name • Order number • Product name or code (this can be found on your order confirmation email) • Picture of the fault or Video of the fault • Part number (for Furniture items - please obtain this from the instruction manual) 

We don't offer an exchange facility on our orders. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

What is the Subscribe & Save service?

Our Subscribe & Save service allows you to set up recurring deliveries for your favorite products at a discounted price. You’ll save money, enjoy convenience, and never run out of essentials.

How does Subscribe & Save work?

Simply select the product you want, choose your preferred delivery frequency (e.g. once per month), and we’ll handle the rest. Your items will be automatically delivered to your door, and you’ll receive a discount on every subscription order.

What are the benefits of using Subscribe & Save?

• Exclusive discounts on subscription orders

• Flexible delivery schedules

• Easy management of your subscriptions

• Hassle-free, automatic deliveries

Subscription Management

How do I manage my subscriptions?

You can manage your subscriptions by logging into your account. From there, you can see delivery dates or cancel your subscription.

Can I modify my delivery schedule?

Not at this moment in time.

How do I cancel my subscription?

You can cancel your subscription at any time through your account dashboard by giving us 30 days notice. There are no cancellation fees, and you can easily restart your subscription whenever you’d like. See the Terms & Conditions for more information on cancelling your subscription.

Billing & Payments

When will I be charged for my subscription?

You’ll be charged automatically upon order confirmation. The exact billing date will match the timeline you’ve chosen for your deliveries.

Can I use discount codes with my subscription?

Subscribe & Save discounts can be combined with additional promo codes.

What happens if my payment fails?

If your payment doesn’t go through, we’ll notify you and retry the payment after a short period. If it continues to fail, your subscription may be cancelled until the issue is resolved.

Products & Availability

What if the product I subscribed to is out of stock?

If an item is temporarily unavailable, we’ll notify you and cancel the subscription.

Shipping & Delivery

How does shipping work for Subscribe & Save orders?

As a Debenhams Unlimited customer, you’ll enjoy free Next Day Delivery (NDD) on your first purchase and free delivery on all future orders. Customers who are not members of Debenhams Unlimited will incur delivery charges from their first order, with standard delivery applied to all subsequent orders. Delivery timelines will be clearly outlined in your account.

Can I change my delivery address?

This isn’t possible at the moment.

Support & Assistance

How can I get help with my subscription?

Our customer support team is here to assist you. Reach out via customerservices@debenhams.co.uk for any questions or concerns.

Please include your order number or email address along with a brief description of how we can help when contacting us. Our team are available between 8am - 10pm 7 days a week.