Important Customer Information

Key information for our customers

Our website and home delivery services are running as usual

We're still accepting gift cards & processing online returns

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

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.

Recent Media Coverage

You may have seen recent news reports about Debenhams. We'd like to reassure you that our online business continues 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.


Online Orders

Our website and home delivery services are running as usual.

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

Home delivery orders are now being delivered in the usual timeframe of up to 5 working days for our Standard service & the Next working day for our Next Day service. (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.


Extended Christmas Returns

Items purchased between Thursday 19th November 2020 and Thursday 17th December 2020, can be returned until Friday 15th January 2021. Please check here for more details and exceptions. For any purchases made after the 17th December 2020, the standard 28 day refund policy applies.


Returns of items purchased in store

Unfortunately, following the announcement on the 9th April we will not be re-opening our stores in the Republic of Ireland. This means we won't be able to offer a refund for any items purchased in one of our ROI stores.

This applies to all in store purchases and all reasons for return, including faulty or damaged items and items that are under warranty.

If you were hoping to return something you purchased in one of our ROI stores you can submit a claim with the liquidators by writing to them at the following address:

Kieran Wallace and Andrew O'Leary of KPMG,
1 Stokes Place, St Stephen's Green, Dublin 2

Please note, if the item is faulty or damaged, you can submit a claim for a refund or for the cost of repair of the item.


Stores Closures

Following Government guidance relating to the Coronavirus pandemic, we closed all of our retail stores on the 23rd March.

Unfortunately, following the announcement on the 9th April we will not be re-opening our stores in the Republic of Ireland.

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.

We'll be prioritising the most urgent queries.
For queries relating to delivery, this means we won't be able to respond unless you order is yet to arrive and it's more than 48 hours after the maximum delivery timeframe for the service you chose (5 working days for Standard service and next working day for our Next Day service).

If you didn't find the answer to your query above, you can contact us by clicking the button below that best relates to your query. If prompted, please click 'Allow' to proceed:

If the reason for your query isn't listed above please click here.

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