Key information for our customers

Our website's running as usual
We're still accepting gift cards & processing online returns

Our Standard home delivery service is operating as usual. We've suspended our Next Day home service

Like many others, our business has been impacted by the Coronavirus pandemic. We'll be sharing any changes we make to our stores and online services through this page.

Recent Media Coverage

You may have seen recent news reports about Debenhams. We'd like to reassure you that we're continuing to trade as usual. We're still taking & delivering orders. We're still accepting Gift Card payments & processing online returns.

If you'd like to know more about the current situation you can read our latest press release here.

How Coronavirus Is Impacting Our Business

During this difficult time our number one priority is keeping our customers and colleagues safe.
To do this we're following government guidance and will adapt our business to reflect the latest recommendations.


Your Queries

Unfortunately our Customer Service team has been severely disrupted by the Coronavirus pandemic & we only have a very small team answering emails. If you can't find the answer to your query on this page or within our FAQs and need to email us, we apologise, but the waiting time for a response will be substantial.

We'll be prioritising the most urgent queries. This means we won't be able to respond to any queries relating to delivery unless your order is yet to arrive and it's more than 48 hours past than the maximum delivery timeframe (5 working days for our Standard home service).

Returns are being processed within 24hours of receipt but delays in the delivery network means your return may take longer than usual to reach us.

We appreciate your patience and request that you avoid sending additional emails unless requested.

To help answer your queries as fast as possible we've put the answers to the most frequent questions on this page and will be keeping it updated to reflect any changes.


Online Orders

Our website and standard home delivery service are running as usual.

Our Next Day home delivery service is currently unavailable.

We're still accepting Gift Cards as a payment option but we're not currently selling new Gift Cards.

To check the balance of an existing Gift Card click here.


Deliveries

We want to reassure you that we're working hard to ensure orders are delivered as quickly as possible.

Standard home delivery orders are being delivered in the usual timeframe of up to 5 working days (working days are Mon-Friday & exclude public holidays)

The fastest way to check the status of your order is to enter your order number - which can be found in your order confirmation email - in our order tracker here.


Returns

Unfortunately, following the announcement on the 9th April the majority of our ROI stores are unlikely to reopen.
As soon as we have more clarity on this, and what it means for customers who have in store purchases that they wish to return, we'll be updating this page.

Online purchases can be sent back to us for a refund, subject to our usual exceptions.
If you've sent an online purchase back to us for a refund, this will be processed within 24hrs of receipt and you'll receive an email to confirm this has been actioned. Please note: we've seen some delays within the postal networks so it may take a little longer than usual for your return to reach us. Please bear with us while postal companies work under the current constraints to return your order in a timely manner.

It will take your bank 3-5 days to credit the refund to your account once we have processed it.

For more information about returns click here.


Stores Closures

Following Government guidance we closed all of our retail stores on the 23rd March.

Unfortunately, following the announcement on the 9th April the majority of our ROI stores are unlikely to reopen.
As soon as we have more clarity on this, and what it means for unused reward vouchers, gift experiences & the return of in store purchases we'll be updating this page.

Customers with uncollected Click & Collect orders have been refunded and contacted by email.


Contact Us

Our Customer Service team has been severely disrupted by the Coronavirus pandemic and we only have a very small team answering emails. We apologise, because this means, the waiting time for our response will be substantial.

If you didn't find the answer to your query above, you can email our Customer Service team.
Just click the button below that best relates to your query and, if prompted, click 'Allow' to proceed:

Please note we won't be able to respond to any queries relating to deliveries unless your order is yet to arrive and more than 48 hours later than the maximum delivery timeframe quoted.

We'd like to thank you for your continued loyalty & support and assure you that we'll continue to offer the best service we can.