How do I return something bought online?

Items bought online in the UK

There are a few ways you can return your item.

There are some items you need to send back to us in a certain way. They’re listed here. If your item isn’t on that list, the quickest way to get a refund is to bring it into one of our stores. To find your nearest store click here.

You can also send items back to us through the Free Hermes Parcelshop service or via any other postal service. If you want to use one of these options just follow the steps below.

Return a UK order through Hermes – FREE

Returning your purchase through a Hermes ParcelShop is fast, FREE and really easy. There are thousands of locations throughout the UK, open early until late 7 days a week.

Before you get started, please note that there are some items that you won’t be able to return through Hermes. You can find the details of these items and how to return them in the section above called ‘Check whether you need to return your item in a certain way’.

You can also find this information on your delivery note. If you’ve lost your delivery note, please click here to find out how to return your item.

To return through a Hermes Parcelshop:

  • Put your item(s) in the original delivery packaging (or something similar), along with your completed returns form. If you didn’t receive a delivery note with the returns form inside your order you can print one here.
  • Attach the Hermes returns label to the outside of your parcel. You should have received a delivery note in your parcel which included this label. If you didn’t, please visit the Hermes Debenhams webpage and follow the steps to get confirmation that your return has been accepted, and print a Free returns label.
  • Drop your parcel off at your nearest Hermes Parcelshop or, if you’ve arranged for them to collect it, wait for your booked slot. Please note courier collection times are not guaranteed. Please keep hold of your Hermes proof of return until you’ve got your refund.
  • We’ll process your return as soon as your item arrives at our warehouse, but it can take 3 to 5 working days for your bank to show the refund in your account.

We do not offer exchanges for items bought online. If the item(s) you ordered arrived damaged or faulty please contact us. If we have more stock of the item(s) we’ll send you a replacement.

Return a UK order through any Postal Service

Before you get started, please note that there are some items that you won’t be able to post back.

You can find the details of these items and how to return them in the section above called ‘Check whether you need to return your item in a certain way’.

You can also find this information on your delivery note. If you’ve lost your delivery note, please click here to find out how to return your item.

  • Put your item in the original delivery packaging (or something similar), along with your completed returns form.
  • Attach the returns label to your parcel. Please note this is not a freepost label.
  • Post your return back via your chosen postal service.
  • We suggest asking for proof of postage, and keeping this safe until you get your refund. We’ll process your return as soon as it arrives at our warehouse, but it can then take 3 to 5 working days for your bank to show the refund in your account.

We do not offer exchanges for items bought online. If the item(s) you ordered arrived damaged or faulty please contact us. If we have more stock of the item(s) we’ll send you a replacement.

Returning an order from outside the UK

Purchases made online from outside the UK can only be returned by post, even if there is a Debenhams store in the country your purchase was delivered to. We are unable to offer exchanges on international orders.

How much it costs

How much you’ll pay to return something to us will depend on where you live and why you’re returning your items.

 

If your item is faulty or damaged All other returns
Up to midnight, 31st December 2020
  • We’ll refund your whole delivery charge.
  • We’ll also pay for you to send the items back to us through your local postal service, but we’ll need you to contact us before you send anything back.
Returns from within the EU

  • You’ll need to pay for the return postage.
  • We’ll refund your original delivery charge, if the whole order is returned
Return from outside the EU

  • You’ll need to pay for the return postage
  • Duty and VAT charges may apply
  • We won’t be able to refund your original delivery charge
From 1st January 2021
  • We’ll refund your whole delivery charge.
  • We’ll also pay for you to send the items back to us through your local postal service, but we’ll need you to contact us before you send anything back.
Returns from within the EU & Rest of the World

  • You’ll need to pay for the return postage
  • Duty and VAT charges may apply
  • We won’t be able to refund your original delivery charge

Steps to get a refund:

  • Complete the returns form on your dispatch note or download and print a copy here.
  • Put your item in the original delivery packaging (or something similar), along with your completed returns form.
  • Attach the returns label to the outside of the parcel. Take the parcel to a Post Office and obtain a proof of postage and any documentation relating to any duty and VAT paid.
  • Retain your proof of posting and details of any duty and VAT paid until you have received your refund.
  • If you have returned something because it was faulty please contact us once you have your postage receipt and we’ll arrange a refund of your postage costs.

We’ll refund your money within 24 hours of our UK warehouse receiving your return and we’ll send you an email to let you know your return is complete. The money should show in your account within 5 working days (although with some local banks it might take longer).