Debenhams parcel returns are free and easy. If you are not happy with your purchase, the Debenhams returns team will provide you with a full refund or exchange within 28 days of your delivery or collection.
To return a parcel in line with the Debenhams returns policy, you will need to complete the refund form which arrived with your delivery note, this should explain your reason for returning your purchase. The item should then be repackaged in the original packaging with the returns label attached. The Debenhams returns label would have been on the delivery note. Please ensure that the label is easy to see and is not obscured by any parcel tape, as the courier will need to scan the barcode. If you no longer have the Debenhams returns label or it was missing you can download a form from the Debenhams website.
There are a number of items which are excluded from the Debenhams returns policy for health and hygiene reasons, these include earrings and other pierced body jewellery, duvets, pillows and bedspreads no longer in their original packaging, underwear/lingerie, control wear, hosiery and swimwear with hygiene strips and tags removed, and also hats and hair accessories with packaging opened.
If you are returning furniture which has not yet been unpacked, please keep the packaging sealed in order to ensure that you are keeping to the Debenhams returns policy. Until the collection has taken place you will be responsible for keeping the item in a re-saleable condition. If Debenhams find any signs of damage to the furniture once it arrives in their warehouse, they will make deductions from the refund given. This does not apply to any ‘eve’ mattresses which are being returned under the company’s own 100-night mattress trial, and the Debenhams parcel returns team will take this into account when processing your return.
Return Your Debenhams Parcel
Once your parcel arrives back into the warehouse the refund will be processed. This can take between 3 and 5 working days to show in your account. You should retain any proof of postage until you are sure the refund is in your account. Any refund can only be sent to the original credit or debit card used when the order was placed. If you no longer have access to this, you will be offered an exchange or a refund to a Debenhams gift card which you can use as credit within the store, which is important to keep in mind when scheduling Debenhams parcel returns.
For furniture returns the refund will be processed once the courier has delivered the items back into the Debenhams warehouse. You should allow up to 14 days for the refund to be credited to your account. A refund for an ‘eve’ mattress within its trial period will be carried out within 1-3 days after assessment by the company’s own quality control team.
If you would rather exchange your item, you should contact the Debenhams customer service department before sending the item to be returned.
Any returns you make will not affect your statutory rights.
The fastest method of return is to take the item straight to your local Debenhams store. You will need to take the proof of purchase with you such as the order confirmation email, delivery note or e-receipt. The refund will be processed instantly but can take between 3 and 5 working days to appear in your account.
Debenhams work with both Royal Mail and Hermes to collect parcel returns. If you do not want to wait in for a courier collection and have no Debenhams store nearby, the Post Office will be a convenient alternative. Simply, drop your parcel off to them and ask for a proof or postage, you will be charged standard Royal Mail postage prices. If the parcel gets lost and does not arrive into the Debenhams warehouse, you will still receive a refund if you have your proof of postage. The Post Office can only accept parcels which do not weigh more than 5kg and are smaller than 61cm x 46cm x 46cm in size.
If you are planning on returning your parcel via Hermes you can either drop the item to a ParcelShop or arrange a free courier collection from your door. To use this service you will need access to a printer. There will be a 12-digit order number on your delivery note which you will need to arrange for the return. The courier pick up service is very flexible and you will be able to pick a collection date convenient to you over the course of the next seven days. Hermes can only accept returns which weigh less than 15kg each and have a length less than 120cm, with a combined length and circumference of less than 225cm.
If you are trying to return a large item, such as furniture and garden accessories, you will not be able to return these directly to a store. On these items, a refund is available within 14 days of your taking the delivery, although a courier collection charge may apply. On the following items, there will be a £25 charge: outdoor furniture, chimeneas, barbeques, headboards, bean bags, office chairs, desks, bed frames, television stands, mirrors, bar stools and hi-fi stands. There is an increased charge of £75 for
large parcels, such as sofas, armchairs, dining tables, sofa-beds, wardrobes, shelves, side tables, cupboards, cabinets, chairs, cupboards, recliners, storage, mattresses, ottomans, dressing tables, coffee tables, pedestals and filing cabinets. There is no charge for rugs although you will need to return the item via the designated courier. If you have purchased an ‘eve’ mattress, there is a free courier collection service available via the company directly, and you will need to contact them by email at firstname.lastname@example.org to arrange it. A courier collection for large furniture items can take up to 21 days to be processed within the courier’s network.
If it is alcohol which you wish to return there are a number of brands sold by Debenhams in which the manufacturer needs to be contacted directly for a return, these include 88 Delicious, Black Leaf, Chase Distiller, Fifty Pounds, Hendricks, Moet & Chandon, Monkey Gin and Thunder Vodka. The customer service team can be contacted via email at email@example.com.
If you are returning wall art or wallpaper this should be returned in a resalable condition via a DPD courier. Within the parcel there will be a DPD returns label, this should be attached to the outside of the parcel and you should then take it to your nearest DPD drop off point.
If you are not located within the UK, it is possible to return the item for free if it is damaged upon arrival, this is up to a maximum postage cost of £7.50 per kg. If it is a general return within the EU, the sender will need to pay the cost of postage although the original purchase delivery cost will be refunded with the rest of the refund. If you are returning an item from outside the EU, unfortunately, Debenhams cannot cover the cost of returning the parcel or refund the original delivery charge.
Tracking Your Debenhams Order
You should ensure that you keep all proof of postage receipts as these will enable you to track your return. If something does happen and the parcel does not arrive safely into the Warehouse, the courier is not responsible for this, it is the retailer’s responsibility. Therefore, Debenhams should be contacted in the first instance.
If the courier does not offer a tracking facility, you will still be alerted to the parcel arriving into the warehouse as you will receive an email from the retailer with an estimated date of refund. To find out more about the returns policy at Debenhams, use Parcel Delivery today.