How can we help you?


How do I pay for my order online?

We accept the following methods of payment:

  • Visa
  • Mastercard
  • American Express
  • Delta/Connect
  • Maestro
Can I use a Debenhams giftcard online?

Yes, we accept Debenhams giftcards online. If your giftcard balance is more than the amount of your order, we will deduct the total from your giftcard, and leave any remaining balance on the giftcard. Please remember to keep hold to your giftcard until you are happy with your order.

When will I be charged?

Payment is charged immediately after security checks from your bank issuer and Debenhams have been authorised.

How do I use a promotion code?

Please enter your promotion code in the box when you are checking out. The applicable discounts will then be applied and deducted from the total due.

My promotion code does not work.

Our promotion codes all have strict rules, and some products can be excluded. Please check the terms and conditions of the code.

I forgot to apply my promotion code.

Sorry, but we cannot add discounts to orders once the order is confirmed.

What security do you provide for online purchases?

Yes, we use 'secure socket layer' (SSL) technology to encrypt your payment card to ensure your details are safe. We also use Verified by Visa (VbV) and MasterCard®, Secure Code (MSC) (3D Secure).

Why has my card been declined?

There can been several reasons why your card has been refused. For further details please contact your card issuer.

What is 3D secure?

Verified by Visa (VbV) and MasterCard®, Secure Code (MSC), often referred to as 3-D Secure or Payment Authentication, is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. Both schemes work in the same way by using personal passwords, set by you the cardholder, to add an extra layer of protection when you shop online. The instructions that you see on the pages within our site are coming direct from your card issuing bank (eg, Halifax, Barclays, Sainsbury's) and any information that you submit on these authentication screens are securely passed to your card issuing bank, no information will be captured, stored or viewed on any system.

Can I get a VAT refund?

All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.

Can I get a VAT receipt?

If you are a VAT registered trader, we can provide a VAT receipt in respect of the items purchased from Debenhams.

For purchases from a store, please send a copy of the till receipt to: Tax Team, Bedford House, Park Street, Taunton TA1 4DB (or email to

For purchases from, please quote your order number and send your request to Tax Team, Bedford House, Taunton TA1 4DB (or email to Any VAT receipts will be made out to the name and address used when the order was placed.


1. How do I get an e-Receipt?

As a Debenhams customer you will now be offered the option of receiving your receipt electronically when you shop in one of our stores. If you have chosen to opt-in, the e-Receipt will be sent to the email address that you provide our advisor at the till.

As well as having the option to ask for an e-Receipt you will still be able to receive a printed paper receipt.

2. Do I need to provide my details for an e-Receipt every time I make a purchase at a Debenhams store?

The adviser at the till will ask for your email address and from that all your details will be retrieved. You will not have to provide them all again as they are stored for future purchases.

3. If I have lost, deleted or haven’t received my e-Receipt, what should I do?

Please contact our customer services team. Please make sure you have the following readily available to provide to our customer service representative: Store name and date of purchase.

4. Can I have my e-Receipt sent to multiple email addresses?

Unfortunately an e-Receipt can only be sent to the individual email address. This will be the email address you provide to the adviser when you purchase your items.

5. I’m receiving e-Receipts from purchases I haven’t made, what should I do?

If you are receiving e-Receipts from purchases that you haven’t made, please contact our customer services team.

6. What should I do if the information on my e-Receipt is incorrect?

If any of the information is incorrect on your e-Receipt, please return with a copy of your receipt to the store where you made the original purchase.

7. Can I send a gift receipt as an e-Receipt?

Unfortunately we cannot send out gift e-Receipts but if you would like to receive a paper gift receipt, simply ask the sales adviser when you purchase an item.

8. Can I return items using my e-Receipt?

You can return your items in store by presenting your e-Receipt to one of our sales advisers. You can either print off your e-Receipt email or you can bring the email along on a device to show proof of purchase for your items.