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Frequently Asked Questions

At Dunelm, we’ve always strived to Do The Right Thing, and that isn’t changing. We did the right thing by closing all of our stores and online operations, whilst we fully evaluated the situation and considered our next steps.

收菜电竞Over the last few months we’ve worked hard to carefully reintroduce home delivery. We took the necessary time to review how we work and how we needed to change, and added in new precautionary measures to make sure every step of the process is safe for all of our colleagues. We’re confident that we’ve made the right choices, and we’re pleased to say that now we are able to offer almost our full range.

After taking the time to work out a safe solution, we have re-introduced our two-person delivery service, for furniture and larger items. Where it’s safe to do so,we have reintroduced our ‘room of choice’ delivery option. This means that if you would like them to, our 2 person teams will be able to bring large delivery items inside your home and to any room, and can take away packaging too. Please note, we are still following Government guidelines, so if your address is currently affected by local lockdown rules, if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to offer room of choice delivery. Instead we’ll make a contact-free delivery to your doorstep. 

收菜电竞We have looked extensively into the way we work, and reviewed our processes to make our Click & Collect service completely contact-free and safe for our colleagues and customers. The Government has been supportive of Click & Collect services as long as they are doing their part to protect the health and wellbeing of the country. We're happy to say that we are carefully rolling out 2 new ways to use Click & Collect, as well as fully reopening all of our stores in England and Northern Ireland as part of a careful and gradual process. Stores are reopening with a few changes to the way we work to ensure everyone is able to shop safely with social distancing and hygiene measures in place. 

We really appreciate your support and understanding at this time, and we will continue to respond as the situation develops and share any further changes with you. For more information, please see our FAQs and if we've missed anything, please contact us.


Coronavirus

Are stores open?

All of our stores have now fully reopened with social distancing and safety measures in place.

For opening times please check here.

Please be aware that we have reviewed health & safety guidelines for our Pausa cafes and selected cafes have now reopened. Opening times for our Pausa cafes have changed, . To check your local store information please click here.

Can I still use Click & Collect?

We have introduced contact-free Click & Collect at every store, with a choice of collection methods: store collection at the till, door or delivery to your car. You can find out more here.

We’re experiencing a high volume of click & collect orders, please wait for your collection confirmation email, this may take up to 3 hours.

Why is Dunelm.com open for orders, is this safe?

Our priority remains protecting the health, safety and wellbeing of our colleagues. As part of our revised ways of working, we have introduced a number of measures which we have developed in conjunction with external consultants. We’d like to thank our colleagues and suppliers for their continued support in bringing these changes in and adapting so quickly. 

  • Improved communication around the importance of health and safety in the current situation
  • Reorganised processes right through the business to guarantee 2 metre social distancing in all areas
  • Staggered start times and breaks with reduced numbers of colleagues on site at any time to avoid unnecessary contact
  • Introduced a one way system for colleagues arriving and exiting
  • Given personal hygiene equipment to every colleague
  • Enhanced our cleaning regime and hygiene protocols for all personal employee equipment and across all common areas
  • Closed off locker areas and brought in extra toilets to ensure they can be regularly cleaned
  • Dedicated senior managers responsible for implementing all new protocols; and
  • Put marshalls in place to ensure all new protocols are being followed.
  • When carrying the item to your home, our drivers will wear facemasks to ensure their safety when 2 metre distancing is not possible.

Colleagues will receive full training on these new measures when they come back to work.

收菜电竞We will of course continue to monitor the situation closely and will follow all government advice and guidelines as they develop in the coming days and weeks. 

收菜电竞If, however, you work for us, a supplier or agency and do not feel these steps have been taken, please contact us and we will follow up on this immediately.

Can I track my online order?

You can now track online orders here收菜电竞 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.

How do I return my order?

Store returns are now available in all stores and you have 28 days from the date of purchase to return or exchange unwanted items.

For online orders, check our returns policy for our available options. If you purchased an item online or by phone and returned it via our collection service, your refund will be processed when the item is back with us and has been logged. At the moment this can take up to 21 days. We'll send you an email to confirm once your refund has been processed, and it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.

To return furniture or other large items, you can request a contact-free collection by contacting us. If it’s safe to do so and you are comfortable with it, our team will collect the item from your room of choice. If you are isolating or don’t feel comfortable with an in-home collection, we ask that you place the item on your doorstep for a contact-free collection. Where possible our drivers will aim to maintain the recommended 2m social distancing guidelines for the safety of you and our colleagues.

If moving the item to the doorstep isn’t possible, don’t worry, you’ll still have 28 days from the date of purchase to return it. Please read our full returns policy for more information.

If you’ve already spoken to us about arranging a collection you don’t need to get in touch again, we have your details and we will call you to make arrangements.

What if I wish to cancel my order?

Please contact us if you wish to cancel your order. Please be aware we are dealing with a high volume of contacts and will respond to you as quickly as possible.

What if my gift card is about to expire? 

If your gift card has expired after 1st March 2020 or you have one that is due to expire before our stores reopen, let us know via our contact form and we will replace it for you.

I’m concerned about accepting my home delivery order, what do I do?

收菜电竞We've made a few changes to our deliveries to make them safer for everyone. 

收菜电竞If possible, we will place your order in a safe place, and post a note through your letterbox to let you know where to find it. If we can't find a safe place, we'll place the package on your doorstep, knock on your door, and stand at a safe distance while we verbally confirm your name and delivery. This is instead of asking for a signature.

For furniture and large items, we have carefully reintroduced ‘room of choice’ deliveries* where safe to do so. We will call you before your delivery to ask if you’d like delivery to a room or you would prefer a contact-free doorstep delivery, so just let us know what you would prefer. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

*We're still following government guidance, so if you're self-isolating, have symptoms, or are currently under local lockdown, this service might not be available to you yet. Instead we’ll make a contact-free delivery to your doorstep.

Will my home delivery take longer?

收菜电竞Our delivery drivers are an integral part of our team, so to keep them safe we may need to reduce or pause our delivery service. This could mean your delivery takes longer to get to you, but we will let you know on individual product pages and in your shopping basket if we expect any delays. We’d like to thank you for your patience during this time. 

For deliveries requiring a 2 person team, colleagues have resumed travelling together in vehicles where necessary. This is in accordance with the revised Government guidelines on social distancing, and they will continue to wear medical grade protective masks and gloves when bringing items to your home.

Can I order large items for home delivery?

Yes you can. We took a small break at the start of lockdown to look carefully at how we could offer this option safely, and we’re confident in the precautions we have reintroduced our large item delivery service.

Can large items be delivered to my room of choice?

Yes, we have safely reintroduced delivery to your room of choice for furniture and large items. We’ll call you ahead of time to ask if you’d prefer delivery to a room or a doorstep delivery. 

收菜电竞Please note, we are still following Government guidelines, so if your address is currently affected by local lockdown rules, if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to offer room of choice delivery. Instead we’ll make a contact-free delivery to your doorstep. 

What if my order is cancelled?

We will let you know by email if we need to cancel your order for any reason. You will receive a cancellation and refund notification by email.

I have a question about my order and need to contact someone

We're still here for you. We have arranged for our customer support colleagues to work remotely to answer your questions. You can now contact us on 0345 165 6565, though due to the volume of enquiries it may take us a little longer to respond. Alternatively, you can contact us using our online form and one of our colleagues will be in touch as soon as possible.

Covid -19 – Government contact tracing

收菜电竞If you are visiting our Pausa coffee shops, we are currently asking you to provide your details in accordance with the Government’s contact tracing scheme. The personal data collected for this scheme is limited to that specified in the relevant government guidance. It’s in our legitimate interests as a business to support public health efforts and care for our staff and our customers. In Scotland and Wales, it is a legal requirement that we collect this information. We will keep this information secure and access to this data will be restricted to a limited number of our colleagues.  We will retain this data for 21 days, and then it will be securely deleted. The data you provide to us will not be used for any purpose other than the government contact tracing scheme.  We will only share the information we have collected for contact tracing purposes when we are asked to do so by a legitimate public health authority. We won’t use the details we’ve collected for contact tracing for any other purpose.


Furniture & Large Item FAQs

What is considered to be a large item delivery?

We base this on the weight and dimensions of the item, so anything that needs a 2 person team to safely lift and move it around.

How do I know if the item I am ordering requires a 2 person delivery?

If an item says it costs £9.95 to get it delivered, it’s usually because the item is large enough or heavy enough to need a 2 person delivery. 

How are you keeping your colleagues safe if 2 people are needed to make deliveries?

During the last few months, where deliveries have required a 2 person team, our drivers have travelled in separate vehicles to maintain social distancing. We have since reviewed this in line with updated government advice, and our drivers have resumed travelling together where necessary. For everyone’s safety, both colleagues will continue to wear medical grade protective masks and gloves while bringing items to your home. Where safe to do so, we have carefully reintroduced room of choice delivery, and our drivers will aim to maintain the recommended 2m social distancing guidelines for the safety of you and our colleagues.

Do I need to be at home for my delivery?

收菜电竞Our drivers will knock on your door to confirm someone is inside to accept the delivery before placing the item at your doorstep or carrying the item to your room of choice. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

Can the item still be delivered to a room of choice?

Yes, we have safely reintroduced delivery to your room of choice for furniture and large items. We will call you before your delivery to ask if you’d like delivery to a room or you would prefer a contact-free doorstep delivery, so just let us know what you would prefer. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

收菜电竞We're still following government guidance, so if you're self-isolating, have symptoms, or are currently under local lockdown, this service might not be available to you yet. Instead we’ll make a contact-free delivery to your doorstep.

收菜电竞For doorstep deliveries, please make sure you are able to bring your item inside, or let us know in advance if you don’t think this is possible.

What if I need a large item collection?

To return furniture or other large items, you can request a contact-free collection by contacting us. If it’s safe to do so and you are comfortable with it, our team will collect the item from your room of choice. If you are isolating or don’t feel comfortable with an in-home collection, we ask that you place the item on your doorstep for a contact-free collection. Where possible our drivers will aim to maintain the recommended 2m social distancing guidelines for the safety of you and our colleagues.

If moving the item to the doorstep isn’t possible, don’t worry, you’ll still have 28 days from the date of purchase to return it. Please read our full returns policy for more information.

Will you be able to take my packaging away?

收菜电竞If you’d like us to take your packaging, let us know and we will be happy to take it away for recycling. We’ll need to either unwrap at your doorstep or for you to bring the packaging to us after you unwrap inside. We don’t recommend the removal of flat pack furniture packaging until you’re ready to construct it.


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收菜电竞 as an alternative way to get in touch. 


Made to Measure FAQs

Can I make an appointment to order new Made To Measure curtains and blinds?

Yes, you can book an appointment with one of our Made to Measure consultants by completing the . Within 48 hours we will email you a confirmation of your booking and an exact time for your appointment. One of our Made To Measure consultants will then get in touch via email to share a phone or video call link.

Is it safe for your colleagues to be working?

To ensure we are following the Government’s advice about social distancing, we’ve reduced the number of colleagues inside of our manufacturing centre at any one time so everyone has the space they need to work safely.

What products are available to order?

Our consultant can discuss the options in detail with you, however curtains, roman blinds, tie backs and cushion covers can all be ordered during your consultation. Our suppliers for hard blinds, track, poles, shutters and voiles are currently closed.

How long will my order take?

收菜电竞Your order should be ready within 4 weeks. Once it’s complete, we will pass your items on to our courier, who will send you an email with an estimated delivery date.

Are you still offering a fitting service?

收菜电竞We’re sorry, but for the safety of our customers and colleagues we’ve temporarily closed our home fitting service until further notice.

What has happened to my outstanding order?

收菜电竞If you’ve already placed your Made To Measure order, it has either been made or is in the process of being made. We will look after your items in one of our stores or our manufacturing centre until our stores reopen, or home delivery is possible for your order. As soon as we have an update on this, we will be in touch with you.

What’s happened to my fitting appointment?

收菜电竞As a safety precaution for you and our colleagues, we have paused our home fitting service until further notice. If you have arranged for a fitting, we will contact you when home visits are possible again to rescheduled your appointment.  

I have a question about my order and need to contact someone

We're still here for you. We have arranged for our customer support colleagues to work remotely to answer your questions, though due to the volume of enquiries it may take us a little longer to respond. Alternatively, you can contact us using our online form收菜电竞 and one of our colleagues will be in touch as soon as possible.


Installation Services FAQs

Installation Services T&Cs

We want to take the effort out of fitting by providing you with an easy installation service for all of our ready-made curtains, blinds, associated accessories and gallery items.

How does the service work?

When you purchase new gallery items, curtains, blinds, curtain poles, tracks and other accessories from Dunelm in-store or online, you now have the option to have them fitted by our team of installation experts, with prices from only £30. If you are in-store, we recommend you speak to a colleague prior to purchasing your item. If you have already purchased your item, simply call or visit your local store and have them organise your appointment.

Is this service available in all your stores?

This service is currently only available in our Cramlington and Telford stores. You must make your booking in store.

How is payment made?

Payment will be taken in-store, either before or after you have purchased the item(s) you would like us to fit. 

What items will you fit?

收菜电竞We will fit any of the following ready-made window items, as long as they are new and have been purchased from Dunelm. We will not cut any items down:

Window Treatment

  • Curtain Poles
  • Tracks
  • Curtains + Hooks
  • Venetian Blinds
  • Roman Blinds
  • Vertical Blinds
  • Pelmets
  • Tie Backs
  • Hold-backs
  • Net Wire

Gallery

  • Mirrors
  • Pictures
  • Frames
  • Clocks
  • Wall Art 

Will you fit non-Dunelm products?

No, for safety reasons we can only fit products purchased from Dunelm.

How much does the installation service cost?

收菜电竞Prices start from £30 for a standard fit, but some fits are more complicated so the price will depend on what you’d like to have fitted and where. Our in-store colleagues will be able to give you an accurate price before you book your appointment.

Do I need to take my products home if I purchased them in-store and require a fit?

Yes please. The fitter will simply fit the Dunelm product you have purchased. Please ensure this is ready to be fitted 

What happens when my Fitter arrives?

When your fitter arrives, they will ask you to confirm the proof of purchase (receipt, dispatch note, email confirmation) for your item. After they have checked this, they'll inspect the wall or window where the work needs to be carried out. If there any are problems, they'll let you know, otherwise they'll get to work on your fitting.

I need the fitter to measure my window, will they do this?

No, unfortunately not. Our installation service is only for pre-purchased items, so you’ll need to have measured up already. If you do need help measuring, please speak to a colleague in-store before purchasing your items or try our Made To Measure service.

What happens if I need to rearrange my appointment?

If you need to move your booking, please get in touch with the store where you booked your appointment and they will re-arrange it for you. Please give us as much notice as you are able if you wish to re-arrange your appointment.

I need to cancel my appointment, what do I do?

收菜电竞To cancel your appointment, please let us know at least 24 hours before your appointment. You must cancel your appointment using the cancellation link on your booking confirmation email, as well as get in touch with the store you booked at. You will be advised to come into store at your earliest convenience to process a refund. The store will cancel your appointment and arrange for a full refund to be processed or re-arrange your appointment if necessary. If you wish to cancel your appointment and do not give us at least 24 hours’ notice, we reserve the right not to refund your installation charge.

What happens if I need a refund?

If you require a refund, you will need to visit your local store so the refund can be processed on in store through our tills. Unfortunately, we cannot do this over the phone or online.

Do I have to have the child safety feature fitted?

收菜电竞All applicable products (typically blinds) come with child safety features that must be legally installed by the fitter. If for any reason you insist that we do not install these safety features, unfortunately we will not be able to complete the installation. We will leave the products with you and we will not be able to offer a refund on the fitting service.

What if something goes wrong during the fit or with the workmanship?

If, when our fitter attends your property, they find that your product cannot be fitted due to the nature of the property (e.g. there is a problem with the wall), we will cancel the installation and refund your fitting charge in full, at the fitter's discretion. If, in the unlikely event that our fitter causes any damage to your property due to their negligence when fitting your products, we will be responsible for putting this damage right at our cost. We will do this at your convenience and to your reasonable satisfaction. However, we will not be liable for any consequential or other loss.

收菜电竞We offer a 12-month warranty on the service. If you detect any defects in the workmanship within this warranty period, we will arrange to take a look, and if we decide there is a fault with the the services, we will either repair or replace the defective workmanship, free of charge. Please note, for this to apply the item(s) which are the subject of the services cannot have been mis-used or modified. To the fullest extent permissible under applicable law, we disclaim any and all other warranties of any kind, whether express or implied, in relation to the service. This does not affect your consumer rights.

What if I purchased the wrong size product and my fitter is here?

If you purchased the wrong size product, you will need to exchange your item for the correct one - your fitter will make you aware of this. You will then need to speak to an in-store colleague to rebook your fitting free of charge. Please note that our fitters will not take stock back to store or bring alternative products out with them.

What if my fitter cannot attend the appointment?

收菜电竞We will get in touch with you as soon as we become aware that your fitter cannot attend. We will rearrange your appointment or issue a refund for the fitting charge, if necessary.

What happens if I don't like the finished look, even though there was no problem with the product or the installation?

收菜电竞We hope this isn't the case, however if it is, you will need to purchase additional products and pay for another installation charge.

How long will the job take?

收菜电竞When you book your installation, you will be informed of the approximate length of time that the job will take to complete, and you will receive plenty of communication to ensure you stay up to date.

What will appointment availability be like?

Because our fitters are so great, they're often very busy. We will do our best to ensure that the most suitable date and time is booked, dependent on your availability and that of our fitters.

Covid-19: What precautions will your fitters take when they come to carry out the fitting?

We're taking lots of precautions to ensure that our installations are done as safely as possible, whilst adhering to social distancing and government guidelines. Prior to your appointment, we will ask to you to confirm that neither you nor any of your family (if relevant) have/had Covid-19 or any symptoms in the past 14 days. We may have to re-schedule your appointment if we have any concerns that either you or our fitters may be at risk.

How will you look after my personal data?

收菜电竞We promise that we will collect, use, process and store the personal data you provide in relation to this service , including the payment details you provide, properly and securely. We will always use and maintain your personal data in line with legal requirements and honour any legal rights afforded to you with regard to any personal data we hold. We will never sell your data or share your data or transfer it outside of the Dunelm Group to anyone to use for their own marketing purposes. Our privacy policy explains what personal data we collect about you, how and why we use it, to whom we disclose it, and how we protect your privacy. You can find it at markshiao.com/info/help/privacy-and-cookies.

收菜电竞- use and maintain your personal data in line with legal requirements.

收菜电竞- be transparent about what data we collect about you and how we use it.

收菜电竞- keep your data private at all times.

- honour any legal rights afforded to you with regard to any personal data we hold.


Textile Recycling FAQs

About our Textile Recycling service收菜电竞 It's new, it's exciting, and we can't wait to tell you all about it. Here are some answers to questions you might have. 

Can I recycle anything?

Textiles only please! We're only accepting textiles because that's what our recycling partner, First Mile, specialise in turning into something new. If you have any of the below textiles, please drop them off at in-store textile bins:

  • Duvet covers
  • Sheets
  • Pillowcases
  • Bedding protection
  • Towels
  • Fabric tablecloths
  • Fabric runners
  • Fabric place mats
  • Fabric oven gloves
  • Tea towels
  • Aprons
  • Curtains
  • Throws
  • Blankets
  • Cushion covers

Do the textiles have to be clean?收菜电竞 Yes please, and this part really matters. We'd like only clean items so we can make sure every last bit of the textiles can be recycled. If anything is soiled we won't be able to recycle it, and dropping dirty goods into our collection points could make any clean goods already inside unusable too, so please take the time to give it a wash before you donate. 

What if my textiles are ripped?

收菜电竞That's totally fine. As long as your items are clean, we're happy to take back ripped textiles, as we plan to shred them and turn them into something new.

What happens to the textiles after they've been donated?收菜电竞 We will fully recycle as much as we can. Your textiles could be shredded and live life in the fast lane as car seat fillings, or help people get fit as boxing bag fillings, right here in the UK. Any textiles that can't be recycled right now will be used to produce renewable energy for the National Grid. The best part is, nothing will go to landfill!

Can I take my recyclable textiles to any store? Not at the moment. We're offering this service in our Nottingham and Stockton stores for now, but we'll let you know when we expand to other stores, so please check back.

Do you make any money from this? No, we don't. We're not doing this for profit, it's just the right thing to do. We want to get better at caring for the environment and helping to make recycling easier for you, and a normal part of our products' lifecycles. 

Who are you working with on this?收菜电竞 We're working with a great company called First Mile, who focus on a 'zero to landfill' way of doing things. You can read all about them here: 


Virtual Shopping FAQs

What is Virtual Shopping?

收菜电竞Our Virtual Shopping service provides you with a one on one appointment with our in-store Shopping Companions. They'll be able to show you our latest products and top trends, as well as any products you're interested in.

How does the Virtual Shopping service work?

1. Book your appointment online and tell us a little bit about your style and what items you're interested in. Your email confirmation will contain a link to join the call. 2. On the call, we’ll discuss ideas and pick out options, helping you with whatever you're looking for. 3. After your appointment, we’ll send you a shopping list of all the items we discussed on the call. 4. You can shop online and order your products for Click & Collect at your nearest store.

How long will appointments last?

收菜电竞Your booking is for a 45-minute session with your personal shopper, but you don't need to use all the time if you don't need it.

How will you call me?

收菜电竞We use Microsoft Teams for the appointment. Joining the call is simple and all you need is the click the 'Join Teams Meeting' link on your booking confirmation or reminder email.

How do I join the call and use Microsoft Bookings on a mobile or tablet device?

收菜电竞1. Go onto the App Store or Play Store on your device, then search for and download Microsoft Teams. 2. Before the appointment, click on the 'Join Teams Meeting' link on your booking confirmation or reminder email. 3. Once the Microsoft Teams app opens, select 'Join as a Guest'. The app will prompt for microphone access, so just select 'OK'. 4. Enter your name in the name field. 5. Once you click 'Join Meeting', you will connect and wait for the Shopping Companion to allow you into the meeting room. Once in the room, you can click on the camera button in the app and grant access for the Shopping Companion to see you. You will see a preview of yourself in the bottom right of the screen. If you don't want the Shopping Companion to see you, you can keep your camera turned off.

Is the Virtual Shopping service free?

Yes, it's totally free and there's no obligation to buy anything.

How do I purchase the products I was interested in?

Within a few hours of the call, we'll send you an email listing any products that were discussed. The list of products will contain links so you can easily shop them online, then order them for Home Delivery or Click & Collect.

Can I buy the products in-store?

Yes, you can visit any of our stores or you can place an order for Click & Collect if you would like to save time.

I haven't received the booking confirmation email, what do I do?

收菜电竞Your booking confirmation and reminder emails may be filtering into your junk folder. Please remember to check this folder and move it to your inbox.

I entered the wrong details, what do I do?

Don't worry, just click on the 'Manage Booking' link in your booking confirmation email, click reschedule, edit your details, then click on 'Update Booking'. If you do not want to edit the date or time, don't amend these parts.

I want to cancel my appointment, what do I do?

收菜电竞Your booking confirmation email has a link in it for just that. Click on the 'Manage Booking' link, then click 'Cancel Booking'.

I can't connect to the video call, what do I do?

收菜电竞Don't worry if you can't get in touch - your Shopping Companion will call you on the number you have provided if they cannot reach you on the video call link.

Do I have to use a video call?

If you would rather have your call without video, simply keep your camera/ video off during the call

Is Virtual Shopping only available at your Redditch and Erdington stores?

Right now we're only using our Redditch and Erdington stores for Virtual Shopping appointments. We'll be looking to launch Virtual Shopping across the rest of our stores soon.

Can I select which store I want to have my Virtual Shopping appointment in?

Unfortunately not. Right now we're only using our Redditch and Erdington stores for Virtual Shopping appointments, which means your appointment could be at either of the stores, regardless of your location.

Do all of your stores have the same products?

Our stores have many of the same products, but sometimes there are differences due to store sizes or stock. If your local store doesn't have something you're looking for, try our biggest store at Dunelm.com instead.

I have a question about an existing order, can I book an appointment to talk about it?

The aim of our Virtual Shopping service is for our Shopping Companions to show you our latest products and top trends, as well as any products you're interested in. Unfortunately, our Shopping Companions will not be able to deal with any specific order queries. If you have a question about a Click & Collect order, please contact your local store - you can view our store information and contact details here. If you have a question about a Home Delivery order, please contact us here.


Delivery

Home delivery: How much does it cost and when will it arrive?

We offer more than one delivery type, so the cost and time frame for your delivery depends on what you want to have delivered. For full details of the different delivery charges and options, check our delivery information收菜电竞. The kinds of delivery available for each product are displayed on individual product pages, but we'll also remind you when you get to the checkout.

Is international delivery available?

收菜电竞Not at the moment, 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?

Not for standard and express delivery, but certain pieces of furniture and large items are available via Nominated Day delivery. With Nominated Day, you can choose your delivery date during checkout (some remote areas are excluded - see exclusions收菜电竞). For items that are delivered directly from one of our suppliers, the courier will contact you to arrange a delivery date.

Do I need to sign for my delivery?

收菜电竞We've temporarily paused the requirement for a signature on delivery to protect you and our delivery team. For our standard deliveries, we will place your parcel in a safe place if possible, and post a calling card through your letterbox to let you know where you'll find it. If we can't find a safe place, we'll knock on your door to make the delivery, but we won't ask for a signature. Instead, we'll just ask for your name to make sure we've got the right home.

收菜电竞For furniture and large items, we have carefully reintroduced ‘room of choice’ deliveries* where safe to do so. We will call you before your delivery to ask if you’d like delivery to a room or you would prefer a contact-free doorstep delivery, so just let us know what you would prefer. If you are not available, the item will be returned to the depot and a card will be left to allow you to rebook your delivery. We cannot leave your order in a safe place. 

收菜电竞*We're still following government guidance, so if you're self-isolating, have symptoms, or are currently under local lockdown, this service might not be available to you yet. Instead we’ll make a contact-free delivery to your doorstep.

When will I get my order?

This depends on what you've ordered. Once you reach the basket page you'll see a delivery date beside each item. For Standard Delivery items this will be an approximate date, but for Express Delivery this is a fixed date on which you can expect to receive your parcel.

For furniture or large items delivered via Nominated Day delivery you will be able to choose a delivery date during checkout, and if your large item is not eligible for Nominated Day delivery we will call you to arrange a convenient date.

It's possible you may see separate delivery dates on the basket page. This is because different products require different delivery types, or they might come from different storage locations.

How will I know my items are on their way?

收菜电竞Whatever items your order contains, you'll receive an email telling you what will happen next. This may include a link that will allow you to track the progress of your order. 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.

收菜电竞Nominated Day items require a scheduled arrival date, which you select during checkout. We’ll send you an email confirmation once you’ve placed your order, and the evening before your delivery is due, we’ll send you an SMS confirming a 4 hour time slot.

If you need to discuss or change your delivery date, please contact us.

Incomplete order: When will the rest arrive?

You'll find out during checkout if your order will be divided into different deliveries, and we'll keep you updated on the progress of each delivery using separate dispatch emails. That way you'll know what to expect when.

Missed delivery: what happens next?

If a courier attempts to deliver when no one is home, they'll leave a card to let you know what you should do next. In many cases they may get a neighbour to sign for your items, or try to deliver the following day, but all your choices will be listed on the card along with a contact number.

Can I change delivery details after my order is placed?

No, as a security precaution you can't change your delivery address once you've placed an order. This protects customers from address fraud and orders being redirected to a different unauthorised address after the purchase has been made.

Changing a Nominated Day delivery date: How do I do it?

If you are no longer able to accept a delivery on your chosen day, please contact us收菜电竞 to discuss a more convenient delivery date.


Product availability

I've seen an item in store but I want it delivered, is this possible?

Not at the moment. All home delivery items come from our central distribution centre, we don't collect items from stores, so there may be times when a product is available to reserve in store but unavailable for delivery. Once stock of that item is replenished in our central warehouse, home delivery will be available.

Can you transfer stock between stores?

Maybe in the future, but we don't offer this service at the moment.

Can I get a home delivery item delivered to a store?

For security reasons, no. Home delivery orders are sent from our central distribution centre to your specified address only. This is to provide a consistent and secure delivery service for all of our orders, and protect customers from having their items intercepted. Additionally, some of our home delivery items are large and/or heavy, so we prefer to let professional couriers bring them to you safely.

I've seen an item in-store, why can't I find it online?

收菜电竞We offer a wide range of products so it isn't always possible for our online store to match the availability of our in-store range. The same is true of the reverse, as we offer an expanding range of products that are exclusively available online.

If you've seen an item at your local Dunelm, get in touch with the store to check if it's still available.


Payments

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 Credit and MasterCard. We also accept payment via UK registered PayPal accounts.

How do I pay with PayPal?

收菜电竞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 a payment has been authorised to us, and then to let you know payment has been sent to us once we have dispatched the order.

Is the website secure?

Yes. Our website is secured using an SSL EV certificate, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are a great priority to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see the security section on our Privacy & Cookies page.

My credit card is registered abroad, can I place an order to be delivered in the UK?

收菜电竞We only accept payments from cards registered to a UK address at present, regardless of the delivery destination.


Cancellations

Can I change or cancel my order?

收菜电竞Our orders are dispatched promptly, therefore we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods. With the exception of custom made items, this cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty.


Returns, refunds and exchanges

Please visit our returns section Dunelm.com/returns to view the returns options available to you.

If you wish to arrange a replacement item, please contact us


Gift Cards

Can I buy gift cards online?

We're sorry for any inconvenience, but it isn't possible to buy a gift card online at the moment.

Can they be used online?

收菜电竞Sorry - but we can't offer this at the moment. Our gift cards can only be used for in-store purchases made at the tills once our stores have reopened, and only for items that can be taken home that day. This means they cannot be used for in-store purchases made on tablets with the help of our colleagues, as this is an online transaction.

How long are gift cards valid for?

2 years from the point of purchase, or the most recent top up. Once your card expires, it can no longer be used.

Can I top up my gift card?

Yes, you can top up and re-use your gift card as many times as you like by adding to 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收菜电竞 and we'll be able to cancel your original and send out a reissued gift card.


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