Principles Frequently Asked Questions

If you have received your dispatch email then this means that your order is on the way, simply enter the order number above and hit find order to track your order.

If you have not yet received your dispatch email or don't know your order number then please either email us here and provide the order number (if known), order date, name on the order & also the email you ordered from or contact us via Facebook here

Some deliveries to Northern Ireland will be shipped via the Republic of Ireland, this is nothing to worry about and happens due to the ferry connection that our carrier uses.

Most of our deliveries can take place between 8am to 9pm. If its after 9pm on your expected delivery date then your order is late. On rare occasions deliveries can be delayed due to events out of our control, when this happens we work with our couriers to get your order moving a quickly as possible. Most delayed deliveries are delivered on the following day.

If your delivery date has passed and you would like us to investigate this further, please either email us here and provide the order number, order date, name on the order & also the email you ordered from or contact us via Facebook here

Click here for all of the delivery information you'll need including delivery timeframes as well as costs.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

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 within 30 days of receiving your order.

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

-Your name

-Order number

-Product name and code

-Picture of the fault

-Description of the fault

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

If you contact us via email please have an image of the faulty item ready, provide the order number, order date, name on the order & also the email you ordered from.

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

This does not affect your statutory rights.

Ready to return?

Click here to return an order which has an order number starting DUX

We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!

On average a refund will take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

What is the Subscribe & Save service? Our Subscribe & Save service allows you to set up recurring deliveries for your favourite products at a discounted price. You’ll save money, enjoy convenience, and never run out of essentials.

How does Subscribe & Save work? Simply select the product you want, choose your preferred delivery frequency (e.g. once per month), and we’ll handle the rest. Your items will be automatically delivered to your door, and you’ll receive a discount on every subscription order.

What are the benefits of using Subscribe & Save? • Exclusive discounts on subscription orders • Flexible delivery schedules • Easy management of your subscriptions • Hassle-free, automatic deliveries

Subscription Management

How do I manage my subscriptions? You can manage your subscriptions by logging into your account. From there, you can see delivery dates or cancel your subscription.

Can I modify my delivery schedule? Not at this moment in time.

How do I cancel my subscription? You can cancel your subscription at any time through your account dashboard by giving us 30 days notice. There are no cancellation fees, and you can easily restart your subscription whenever you’d like. See the Terms & Conditions for more information on cancelling your subscription.

Billing & Payments

When will I be charged for my subscription? You’ll be charged automatically upon order confirmation. The exact billing date will match the timeline you’ve chosen for your deliveries.

Can I use discount codes with my subscription? Subscribe & Save discounts can be combined with additional promo codes.

What happens if my payment fails? If your payment doesn’t go through, we’ll notify you and retry the payment after a short period. If it continues to fail, your subscription may be cancelled until the issue is resolved.

Products & Availability

What if the product I subscribed to is out of stock? If an item is temporarily unavailable, we’ll notify you and cancel the subscription.

Shipping & Delivery

How does shipping work for Subscribe & Save orders? As a Debenhams Unlimited customer, you’ll enjoy free Next Day Delivery (NDD) on your first purchase and free delivery on all future orders. Customers who are not members of Debenhams Unlimited will incur delivery charges from their first order, with standard delivery applied to all subsequent orders. Delivery timelines will be clearly outlined in your account.

Can I change my delivery address? This isn’t possible at the moment.

Support & Assistance

How can I get help with my subscription? Our customer support team is here to assist you. Reach out via customerservices@debenhams.co.uk for any questions or concerns.