Have you ever bought something online or in a store, only to get home and realize it’s not quite right? Perhaps the colour looks different in your living room light, the fit is a little off, or you simply had a change of heart. It happens to the best of us. Knowing you can easily return an item brings a huge sense of relief and confidence when you’re shopping. For anyone who has shopped at the beloved British department store, getting familiar with the debenhams return policy is a key part of a stress-free shopping experience.
While the Debenhams we knew from the high street has undergone significant changes, its online presence continues through new ownership. This shift means that the rules for sending things back have also evolved. Whether you’re dealing with a recent purchase or navigating an older one, understanding the current process will save you time and ensure you can shop with peace of mind. Let’s walk through everything you need to know about making a return.
What is the Current Debenhams Return Policy?
Since the Debenhams brand was acquired by Boohoo, the return policy now aligns with the standard practices of an online retailer. The most important thing to remember is that you have a generous 28-day window to return items for a full refund. This period starts from the day you receive your order. This policy is designed to give you plenty of time to try on your items, check they’re perfect, and decide if you want to keep them.
It’s worth noting that this policy applies to items purchased from the Debenhams website post-acquisition. For a return to be valid, the items should be in their original, unworn condition, with all tags still attached and in the original packaging. This ensures that the products can be resold and helps keep the process smooth for everyone.
Items That Have Special Return Conditions
While most things can be sent back without any issue, some product categories have specific rules. It’s always a good idea to double-check these before you proceed, as they can differ from the standard policy.
Beauty and fragrance items, for instance, can usually only be returned if they are unopened and in their original, sealed packaging. This is for clear hygiene and safety reasons. Similarly, pierced earrings and other intimate apparel like swimwear must be returned with the hygiene seal intact. For larger items like furniture or electrical goods, the process might be slightly different, and it’s best to consult the specific product information on the website at the time of purchase.
A Simple Guide to Returning Your Items
Returning an item to Debenhams is a straightforward process, especially if you follow these steps. The goal is to make it as easy and hassle-free as possible for you.
First, you’ll need to initiate the return through your Debenhams online account. Log in, find your order history, and select the item or items you wish to send back. The system will guide you through the reason for the return and then generate a returns note for you to print. This note is crucial, as it contains your unique returns barcode. Pack the item securely in its original packaging, attach the returns note to the outside of the parcel, and then you can drop it off at any designated drop-off point, which is often a local Post Office or a Hermes ParcelShop.
How and When Will You Get Your Refund?
Once Debenhams receives your returned parcel and processes it at their warehouse, your refund will be issued. This processing time can take a few working days, so it’s normal not to see the refund in your account immediately. The money will be returned to the original payment method you used for the purchase. For example, if you paid with a credit card, the refund will go back to that same card. The time it takes for the funds to actually appear in your bank account can vary depending on your bank’s own processing times, but it’s typically within 3 to 5 working days after the refund is issued.
If you used a gift card or a promotional discount, the refund will usually be issued in the form of a gift card or voucher to be used on a future purchase. It’s helpful to keep your returns tracking number safe until you have confirmation that your refund has been processed, just in case you need to follow up.
What If Something is Faulty or Damaged?
Receiving a faulty or damaged item is always disappointing. The good news is that your statutory rights are protected. If an item is faulty, not as described, or damaged upon arrival, you are entitled to a full refund, even after the standard 28-day return period has passed. In these situations, it’s best to contact the Debenhams customer service team directly as soon as you discover the issue.
Be ready to provide your order number and photos or a description of the fault. They will guide you through the specific process for faulty items, which may differ slightly from a standard change-of-mind return. Acting quickly helps resolve the problem faster.
Helpful Tips for a Smooth Return Experience
A little preparation can make the return process incredibly smooth. Always try on your items as soon as possible after they arrive. This gives you the full 28 days to decide and act. Keep the original packaging and tags on the items until you are sure you are going to keep them. When you’re packing the item to send back, make sure it’s secure to prevent any damage in transit—this is especially important for fragile goods. Finally, always keep a copy of your returns tracking number or your Post Office receipt until you have received confirmation that your refund is on its way.
Navigating returns doesn’t have to be a source of anxiety. The key takeaways are clear: you have 28 days to return items in their original condition, the process is managed online through your account, and your refund will go back to your original payment method. By keeping your packaging and acting within the time frame, you can shop at Debenhams with the confidence that you’re covered if your purchase isn’t exactly what you hoped for. Happy shopping!