银河沙巴体育

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Returns and Refunds

Returns Policy


银河沙巴体育We hope you’re happy with your Dunelm purchase, if you decide it isn’t right for you,  you can return or exchange unwanted items up to 28 days after purchase. Items must:

  • Be unused and in their original condition (including all packaging and tags intact)
  • Have proof of purchase such as receipt or order confirmation
  • There are some items that we can't return or exchange unless faulty. Read our to find out more.

How do I return an item?


Store

You can return items bought online or in-store at any of our branches nationwide. 

Please ensure you bring your receipt or order confirmation, as well as your original payment method for us to process your refund or exchange. 

Find your nearest store here.

We ask that you read our to make sure that your item is returnable.

Please note, large items are not eligible for store return.

Hermes parcel shop

To organise a return via our parcel shop drop off service, we need some information about the order and item to be returned, once we have this you will then be able to organise the drop off at your local Hermes drop off point.

Click to organise a Hermes drop off.

Home Collection

银河沙巴体育Items should be returned in original packaging for home collections.

Small Items 银河沙巴体育(Weighs less than 15kg or is shorter than 120cm)- to organise a home collection via Hermes, please click .

Furniture & Large Item Collection (Weighs more than 15kg or is longer than 120cm)- To arrange a collection, please contact us via our customer service team. You can fill out our online form银河沙巴体育 or call our team on 0345 165 6565, please note due to a high volume of calls it may take us a little longer to respond.

Refunds


The time to receive a refund depends on when and how an item was returned. If you return via:

Instore - Please allow up to 7 days, we’ll email you once your refund has been processed.

MyHermes drop offs and collections - Please accept this can take a little longer, you will receive an email once it's processed.

银河沙巴体育Please note that all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.

Find out more about refunds here.

Exchanges


To make an exchange, bring your item into a Dunelm store for the product you want (subject to availability). We can exchange an item up to 28 days after purchase if it meets the conditions of our returns policy listed above.

For online purchases, you can also place a new order for the desired product and return the unwanted item.

银河沙巴体育There are some items that we can’t exchange unless faulty. Read our return policy to find out more.

Faulty Items


If any item that we deliver to you arrives damaged or faulty, we will happily replace the item for free or refund the item. Please note that we will only refund the delivery charge if the whole order is damaged or faulty. Please contact us to organise a refund or replacement. You can fill out our online form银河沙巴体育 or call our team on 0345 165 6565, please note due to a high volume of calls it may take us a little longer to respond.

For in-store purchases, we will happily exchange the item (subject to availability) or refund via the original payment method. This does not affect your statutory rights.

Please note that all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.

If you are unable to return in-store, then please contact us so we can agree the best way for you to return your item(s).

Returning an Online Order (including Click & Collect)

You can return online and Click & Collect purchases in-store, but please note we will only accept returns if the item is in its original packaging. 

For any items purchased online that require a two-person collection, please include the original packaging if possible, or use a sturdy box and packaging materials (like bubble wrap or newspaper) instead. 

银河沙巴体育Please note, 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.

Order Changes and Cancellations


Can I change or cancel my order?

银河沙巴体育Because we aim to get your order with you as soon as possible, if your order is due to be delivered within the next 5 days, it’s unlikely we will be able to cancel your order. However, 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. This cancellation right does apply to products listed as exclusions in our returns policy unless they are faulty.

During this busy period, we will not be cancelling Click and Collect orders, however if you don’t collect your order this will automatically expire after 7 days. Once expired you order will be cancelled.

When cancelled, your refund will be with you within 3-5 working days.

My order has been delayed, can I cancel it?

Subject to the status of your order, we may be able to cancel it. Contact us on markshiao.com/contact-us银河沙巴体育 and one of our colleagues will look into this for you. Please be aware we are experiencing a high volume of customer queries, so we appreciate your patience at this time.

Can I add items to my order?

Items cannot be added to an order once it has been placed. You will need to place a new order for the additional items.

Can I remove items from my order?

It is not possible to remove items from an order once it has been placed. Once you have received your order you will need to follow our returns process for the unwanted items.

How do I change my delivery address?

银河沙巴体育For security and fraud prevention the delivery address cannot be changed once the order has been placed.

Can I change or cancel my order for Made To Order furniture or Made To Measure curtains and blinds?

Made to Order Furniture:  We provide a 7-day ‘cooling-off’ period for Made To Order furniture orders, during which time you can contact us to cancel or amend your order. Once the cooling-off period has passed, cancellations and amendments are no longer possible as we will begin creating your custom made item/s immediately.

Made to Measure Curtains and Soft Blinds: For Made To Measure Curtains and Soft Blinds, if you change your mind and wish to amend or cancel any part of your order, you must inform your consultant you placed the order with before closing on the same day you placed the order.

For more information please read our .

Statutory Cancellation Rights


Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). 

Please note that this does not apply to orders placed on our website in a Dunelm store with the assistance of a colleague.

Exclusions

银河沙巴体育This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:

  • Made to Measure curtains, blinds and accessories. These products are made to your specification and we strongly recommend that you follow our Made to Measure Buying Guide before committing to your order.

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:

  • Mattress toppers
  • Mattress and bedding protectors
  • Duvets and duvet covers
  • Pillows and pillowcases
  • Throws & Blankets
  • Mattresses
  • Bedsheets
  • Toilet seats

If you wish to cancel your order please follow our returns procedure set out above. You must return the goods to us within 14 days of cancelling your order. Alternatively, you may post us this  to us at Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED within the 14 day period.

银河沙巴体育We will refund the cost of the goods including the standard delivery charge. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.

Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.

ADR - Alternative Dispute Resolution


If you have made a complaint and have exhausted all the options provided by Dunelm, or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution. You can find a list of Trading Standards approved ADR providers at .

Alternatively, there is an EU wide ADR mechanism available to consumers which can be accessed .

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