Returns Information

You now have the option to choose store credit instead of cash for your returns. Just use the returns portal as usual and select “store credit” as a method of return. Customers who choose store credit will experience a quicker refund process. Sorry, this is not available for goods that aren’t perfect so please contact customer services as usual. For any goods ordered from our Concessionaire Partners, refunds will be processed in the usual way as set out below.

Any customers who opt for credit return will receive 20% extra on their refund price. The cost of your returns amount will be deducted from the full amount of your refund. We are sorry but any customers who made their purchase using store credit or a gift card will not receive the 20% extra on their refund price. Please note that store credit will only be valid for a period of 90 days from the date you receive it. Once you select to receive a credit refund you cannot alter this selection. If you are returning multiple items from one order, under separate returns, the choice you make for your first return will apply to all other returns from the same order regardless of when you return this. For example, if you select “credit return” for the first item from this order, you will receive credit on all additional returns you make from this order.

You can select a credit refund for items returned to our Concessionaire Partners however, please note that you will only receive credit for Dorothy Perkins and not for the Concessionaire Partner.

Once you make your return and its received by us, we will get to work on processing your return as soon as we can and issue any refunds due to you back to your original payment method unless you opted for a credit refund.

Please note a returns charge of £1.99 per parcel will be deducted from your refund amount. The process for returning your products is dependent on whether the individual item was supplied by The Brand Room or by a Concession Brand.

Concession brands are labelled Sold & Delivered By. In order to check if your individual item is from a Concession Brand, please check our Concession Brand list here before returning your Products.

For the avoidance of doubt, Beauty store purchases must be returned to the store, and cannot be returned online. Products purchased online can only be returned online and will not be accepted in the Beauty store.

Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

You've got 28 days to send something back to us from the day you receive it.

If you’ve received an item that’s not in perfect condition please head over to our  Contact Us section so we can get this fixed for you.

No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. Items must be unwashed, unworn and with the original labels still attached

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

Start your return now

We've gone paperless! You'll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, swimwear or lingerie (if the hygiene or product seal has been broken or is no longer in place). Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.

Cash Refunds for returns can take up to 14 days from the date they were posted back. Please be aware that the refund can then take up to 5 days to appear in your bank depending on who you bank with.

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

Products bought from The Brand Room labelled Sold & Delivered By Debenhams

Please return the item direct to the Concessionaire Brand that supplied the item by using their returns process. To do so, please follow the instructions provided to return your item that are set out in the delivery note enclosed in your parcel or via this link

Please note a one off return fee of £1.99 will be deducted from your refund amount.

You will receive a confirmation email once the Concessionaire Brand has received your parcel and a refund has been processed by the Concessionaire Brand.

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

If you have ordered from multiple different concession partners, any items you’d like to return will need to be returned to the relevant concession partner.

In the event of a single order consisting of multiple items in which some items are delivered by The Brand Room and some by our Concession Partners, a £1.99 fee will be charged per parcel for any The Brand Room items returned. A one off fee of £1.99 will be charged for any concession items (regardless of the number of parcels or number of partners you are returning to)

What happens when I make a return?

Once you make your return and its received by us, we will get to work on processing your return as soon as we can and issue any refunds due to you back to your original payment method.

Returns Policy

This Returns Policy applies to goods ordered online at www.debenhams.com under a contract with DBZ Marketplace Online Limited ("The Brand Room") and goods ordered under a contract with a third party seller that sells goods on our website www.debenhams.com  or in store (a "Concessionaire Brand"). References in this Returns Policy to "we", "us" or "our" shall be deemed to refer to the relevant Concessionaire Brand where your order relates to a contract with such Concessionaire Brand or, alternatively, to The Brand Room where your order relates to a contract with The Brand Room.

If you are a customer in the European Economic Area (EEA) and you order an item online, you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) under the “How to return an item” heading below. For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.

For the avoidance of doubt, your right to cancel does not apply to:

If you receive faulty goods, you may also have a right to return these goods and/or to ask us to repair or replace them or get a refund.

Items must be returned within 28 days of receipt. Items bought in store can only be returned direct to the store. Any The Brand Room products including beauty which were purchased online can only be returned online and will not be accepted in store.

For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty. Items of footwear and/or clothing must be unworn and unwashed with the original labels attached. Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original unopened packaging. This does not affect your statutory rights. Also, footwear must be tried on indoors.

For furniture returns, items must be in new and unused condition, unassembled and in their original packaging. We do not offer any refund or return in respect of:

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

(The product name and code can be found on your order confirmation email).

Can I have an exchange instead of a refund?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

Cancelling a contract under the consumer contracts regulations

If you’re a customer in the UK or EEA, you have the legal right to cancel your contract if you change your mind until 14 days after you receive (or someone you nominate receives) the products, unless the products are split into several deliveries over different days. In this case you will have until 14 days after the day you (or someone you nominate) receives the last product ordered under that contract.

For the avoidance of doubt, your right to cancel does not apply to:

If you wish to cancel a contract under this section, you just need to communicate this to us within the timescale set out above. If you wish to cancel a Contract with Debenhams.com Online Limited and/or the Concession Brand, the easiest way to do this is to contact us by email at customerservices@debenhams.co.uk. If you wish to cancel a Contract with DBZ Marketplace Online Limited. You may use a copy of the cancellation form available here, but you are not required to do so.

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.

Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie (if the hygiene seal is not in place or has been broken).

All returns are quality checked – items should be returned in a new and unused condition with labels and tags attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.