Returns and Refunds
The fastest way to receive a refund or exchange your item is by returning to your local store (eligible items only). Please see our returns options below.
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 within 28 days of purchase.
Proof of purchase is required. Usually, we ask for the cardholder to be present, but if you are self-isolating, we will accept returns from someone else as long as they have the receipt.
Please note, 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. Without proof of purchase, we are unable to provide a refund or exchange. This does not affect your statutory consumer rights.
- There are some items that we can't return or exchange unless faulty. Read our returns policy to find out more.
If you purchased online, there are a few ways you can return to us*:
You can make an in-store return to any store across the UK.
If you have a Dunelm account and you were logged in at time of purchase, you can arrange a return here.
If you don't have a Dunelm account, you can arrange a return here using your order number and the email address used for purchase.
These can only be returned in-store, all of our stores across the UK have reopened and items must be returned within 28 days of purchase.*
Please note, furniture and large items are not eligible for store return. For large item returns please see the 'Furniture, Large Rugs and Goods' section below.
If you purchased online, you can make an in-store return to any store across the UK or via an Evri drop off or home collection.
Each Made To Measure item is one of a kind and made just for you (and your window), so we can only accept returns if they're faulty, damaged, or they haven't been made to the correct specification (allowing for a 1cm tolerance). This goes for online and in-store purchases, so we encourage you to try samples and ask any questions before you buy to make sure you'll be happy with the results.
We hope it never happens, but if you do have a faulty, damaged or incorrectly made item, please get in touch with our Customer Services Team.
We hope you love this product. But if you decide it’s not right, please return to your nearest Dunelm store in its original, unopened condition within 28 days of purchase*. Proof of purchase will be required at the till point.
Please note, our online return routes are not available for this product, this item can only be returned to store.
For any queries please contact our customer care centre via our online form or call us on 0345 165 6565.
Contact-free Furniture and large item collections have now resumed. If you would like to return an unwanted or faulty item, you can call us on 0345 165 6565 or fill out the contact form and one of our colleagues will be in touch to arrange your collection. We have resumed 'room of choice' collections, therefore our drivers can enter your home and collect the item if you so wish, or we can collect from your doorstep.
We are still following Government guidelines, so if you are self-isolating, or you are experiencing any symptoms of Covid-19, we will not be able to collect the item from your room of choice. Instead we’ll make a contact-free collection from your doorstep.
Refunds and Exchanges
The time to receive a refund depends on when and how an item was returned. If you return:
In store - Please allow up to 7 days, we’ll email you once your refund has been processed.
MyHermes drop offs and collections - Once we have received the item(s) your refund will be processed, please allow up to 21 days for the funds to appear in your bank. You will receive an email once it's processed.
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.
If you believe any sofa, mattress or furniture item is faulty, please contact us on 0345 165 6565 as soon as you become aware of a fault. If your order was over £199 the agent you contact will ask for photos of the damage. To save time it’s best to take these before contacting us.
Please leave mattresses sealed and unopened in their original packaging until you are sure you wish to keep it. For health & safety reasons, once mattresses have been unwrapped, they cannot be returned unless they are faulty. This does not affect your legal rights.
If your sofa, mattress or furniture item is deemed to be faulty within 30 days of receipt, where possible we will offer for the item to be repaired or replaced, however you are also able to reject the item and receive a full refund.
After 30 days from delivery you have the right to a repair or replacement of a faulty item. We will request images of any damage or fault reported and inspect the item in the home to assess whether the item should be repaired or replaced under the Consumer Rights Act.
We will arrange for an independent expert to contact you to arrange to inspect the item in your home. Where possible they will arrange for the fault to be repaired. Full details can be found here.
If the item cannot be repaired, we will arrange to collect the item free of charge and issue a replacement or full refund if you choose to reject the item as applicable under the Consumer Rights Act.
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.
*Extended returns policy applies.
For online purchases, you can also place a new order for the desired product and return the unwanted item.
There are some items that we can’t exchange unless faulty. Read our return policy to find out more.
If any item that we deliver to you arrives damaged or faulty, we will happily replace or refund it.
Refunds and replacements - 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 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.
Faulty items can also be returned to your local store for a refund or exchange. Please note this excludes furniture, large items and live plants.
Please contact us within 30 days of delivery to return a live plant that has arrived damaged or is defective. Refunds on live plants can only be given in accordance with your legal rights We cannot accept returns of live plants in-store or via Hermes. To arrange a return of these items, please contact us via our online form or you can speak to one of our Customer Service colleagues on 0345 165 6565.
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. This does not affect your statutory rights.
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).
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.
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 here.