Debenhams

Debenhams' order tracking tool lets you check the status of your order in real time, including dispatch updates, expected delivery dates, and tracking information for both UK and international deliveries.

Debenhams' returns policy allows customers to return most items for a refund within 21 days of receipt. A one-off return fee of £1.99 is deducted from the refund. Exchanges are not offered: a returned item must be sent back and a new order placed. Different rules apply for items sold by third-party Concessionaire Brands on the Debenhams website.  

Debenhams does not have a customer service phone line. Customers can contact Debenhams by email at customerservices@debenhams.com and should allow 1 to 3 business days for a response. The customer service team is available from 8 a.m. to 10 p.m., 7 days a week. Other contact options include the virtual chat agent on the website and Debenhams' social media channels, including Facebook and Instagram. If you are not getting results by email, the executive contacts listed on this page may be the next step.

First, check whether your item is sold and delivered by Debenhams or by a Concessionaire Brand, which is a third-party seller on the Debenhams website, as the return process differs. For Debenhams items, log in to the returns portal, choose your return method, and send the item back. A one-off return fee of £1.99 will be deducted from your refund. Refunds can take up to 14 days after the return is received, plus up to 5 additional days for the refund to appear in your bank account. For Concessionaire Brand items, returns must be sent directly to the brand using the label included in your parcel. Exchanges are not offered, so items must be returned and reordered instead.

Visit the website and submit a support ticket, or email customerservices@debenhams.com.

No, Debenhams does not have a customer service phone number. Support is handled through email at customerservices@debenhams.com, the virtual chat agent on the website, and social media channels. The customer service team is available from 8 a.m. to 10 p.m., 7 days a week, and responses by email can take up to 3 business days. If you are not getting a response, you can try contacting one of the executives listed on this page.

Debenhams sells items both directly and through third-party sellers known as Concessionaire Brands. If your parcel says “Sold & Delivered by [Brand Name]” or includes a separate packing note from another brand, it is a concessionaire order and the return must be sent back to that brand, not to Debenhams. You can check which type of order you have on the Returns Information page on the Debenhams website. If a concessionaire item is returned to the Debenhams warehouse by mistake, your refund may be delayed.

This is a common complaint mentioned in a number of recent reviews. Each time you contact support, you may be connected with a different agent who has not seen your previous messages. When contacting Debenhams, include your full name, order number, a short summary of the issue, and copies of any earlier correspondence. If you have sent three or more emails without a resolution, you can contact a customer-facing manager using the executive contacts listed on this page and copy the original email thread. If you are still stuck, the Elliott Advocacy team may also be able to help. Click “Get Help” above.

You must give 30 days’ notice to cancel. Log in to your Debenhams account, go to your subscriptions dashboard, and select "Cancel." You will still be charged for any orders that have already been confirmed before the 30-day notice period ends. There is a 14-day cooling-off period if you change your mind shortly after signing up. You cannot change your delivery address or delivery frequency once you have subscribed, so it is worth checking these details before you commit.

In most cases, no. Debenhams’ standard process is that you must return the incorrect item first and provide proof of return before a replacement is sent or a refund is issued. If you are working to a deadline, such as for a gift or event, contact customer service as soon as possible and include a photo of the incorrect item. You may also need to escalate the issue to a manager if it is not resolved quickly. There is no clearly published fast-track process for this. If that does not work, you can try the executive contacts listed on this page.