Debenhams allows returns within 21 days of purchase. Most items must be returned by mail or through a carrier drop-off service, though some beauty purchases can be returned in store. Return shipping is not free, and the cost will be deducted from your refund.
How returns work
You can return items by mail using a trackable service, through carrier drop-off options including InPost, ASDA, Evri, and Royal Mail, or in store for beauty products purchased online. To start a return, log into the returns portal with your order number and email or postcode, select your preferred return method, and follow the instructions provided. Keep your proof of postage until your refund is confirmed.
Exclusions and restrictions
Debenhams does not accept returns on perishable items such as food, alcohol, and flowers; unwrapped computer software; custom-made or personalised items; and hygiene-sensitive products including cosmetics, beauty products, swimwear, lingerie, medicines, and toiletries if the seal is broken or the item has been used. Pierced jewellery, vitamins and supplements with broken seals, fashion face masks, and items in non-saleable condition also cannot be returned. Additionally, specific categories have strict conditions: clothing and footwear must be unworn with labels attached; homeware, bedlinen, mattresses, and pillows must be unused in original packaging; furniture must be new and unassembled; and large appliances cannot be installed and incur a £50 collection fee.
Refunds
Refunds are issued to your original payment method or as store credit. The refund is processed upon receipt of your return at the warehouse. Return shipping costs are deducted from your refund amount.
Frequently asked questions
How long do I have to return something to Debenhams?
You have 21 days from purchase to return most items. Specific categories such as clothing, homeware, furniture, and large appliances all follow this same 21-day window, though each has particular condition requirements.
Do I need a receipt to return an item?
You do not need the original receipt, but you do need proof of postage. This proof is required for tracking purposes until your refund is processed. You will use your order number and email or postcode to initiate a return through the portal.
Is return shipping free?
No. Return shipping is not free. The cost of the return shipment will be deducted from your refund amount. You must use a trackable service and keep proof of postage.
Can I return an online purchase in a Debenhams store?
In-store returns are available only for beauty store purchases. All other online orders must be returned by mail or through a carrier drop-off service. You cannot return non-beauty online purchases at physical store locations.
What happens if I want to exchange an item instead of returning it?
Debenhams does not offer exchanges. If you need a different item, you must return your original purchase and place a new order. Your refund will be processed once the return is received.
What condition must clothing be in to be returned?
Clothing must be unworn and unwashed with all labels attached. For footwear, it can only have been tried on indoors. Items that have been worn or washed cannot be returned.
Why can't I return cosmetics and beauty products?
Cosmetics, beauty products, swimwear, lingerie, and other hygiene-sensitive items cannot be returned if the seal has been broken or the item has been used. This restriction exists for hygiene reasons.