How can we help you?

Payments

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 debenhams.com system.

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, UK (or email a scan to taxteam@debenhams.com ) and confirm your VAT-registered business name and address.

For purchases from Debenhams.ie please quote your order number and send your request to Tax Team, Bedford House, Taunton TA1 4DB, UK (or email to taxteam@debenhams.com ). Any VAT receipts will be made out to the bill-to name and address used when the order was placed.

Can I get a VAT refund?

For VAT refund requests, please quote your order number, the reason you are entitled and copies of any supporting documentation (i.e. a certificate of entitlement) to Tax Team, Bedford House, Taunton TA1 4DB,UK (or email to taxteam@debenhams.com ).

As a Non-EU resident visiting the ROI, can I get a VAT refund?

For VAT refunds via the Retail Exports Scheme please ask at the Customer Services desk for a Horizon card when you purchase your items in store. You can also obtain this card directly from Fexco (see below for contact details).

Any Debenhams purchases made during your visit can be loaded onto the Horizon card. Please bring a form of ID and documentation proving your residency outside the EU (i.e. your foreign passport and a student/working visa if applicable).

Present your Horizon card to a Fexco booth upon departing the EU for your VAT refund to be processed. Note that they may wish to see the purchased items before validating.

This VAT refund process is provided by Fexco, so please visit their website (http://www.fexco.com/) for details on their terms and conditions.


For Debenhams.ie purchases
The Retail Exports Scheme legislation specifically prohibits such refunds on internet sales. Therefore, we regret to inform you that we will be unable to offer a VAT refund for your online purchases.

E-Receipts

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 point 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 us. Our customer services team will be happy to help. 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 believe you have received an e-Receipt for a purchase you haven't made, we're sorry but this is most likely due to human error of mistyping a very similar email address to yours.

If you have any concerns please do not hesitate to contact us and a member of our team will be able to help, otherwise please delete the email.

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.