International customer

International delivery times vary please see the country list below. If your order is later than the dates specified please click here to send us an email.

Important: please remember to include your order number.

Country	Delivery times (working days)*
Andorra	5 - 7
Anguilla	7 - 9
Antigua	6 - 9
Argentina	7 - 9
Aruba	7 - 10
Australia	10 - 14
Austria	5 - 7
Bahamas	6 - 9
Barbados	5 - 9
Belgium	4 - 7
Belize	7 - 9
Bermuda	6 - 9
Bolivia	7 - 12
Brazil	5 - 10
British Virgin Islands	6 - 9
Canada	5 - 10
Cayman Islands	6 - 9
Chile	6 - 9
Colombia	7 - 11
Costa Rica	7 - 10
Cuba	7 - 11
Dominica	6 - 9
Dominican Republic	6 - 9
Ecuador	7 - 10
El Salvador	7 - 9
Falkland Islands	7 - 11
Finland	5 - 8
France	5 - 6
French Guiana	7 - 9
Germany**	5 - 6
Gibraltar	5 - 7
Guadeloupe	6 - 9
Guatemala	7 - 9
Honduras	6 - 9
Israel	6 - 9
Italy	5 - 7
Jamaica	7 - 9
Kenya	6 - 9
Liechtenstein	5 - 7
Luxembourg	4 - 7
Martinique	5 - 9
Mexico	6 - 9
Monaco	5 - 7
Montserrat	7 - 9
Netherlands	4 - 7
New Caledonia	7 - 9
New Zealand	10 - 14
Nicaragua	7 - 9
Norway	5 - 9
Panama	7 - 11
Paraguay	7 - 9
Peru	7 - 9
Portugal	5 - 8
Puerto Rico	6 - 9
San Marino	5 - 7
Singapore	5 - 9
South Africa	5 - 9
Spain	5 - 6
Sweden	5 - 6
Switzerland	5 - 7
United States	5 - 10
Uruguay	7 - 9
US Virgin Islands	6 - 9
Venezuela	6 - 9

*Delivery times are approximate. A working day is Monday - Friday and excludes Public holidays
**You can also order via our new German website. Please visit debenhams.de

Contact us

I am missing an item from my order

Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times. Please check the items listed on your despatch note. If you are missing an item that is not listed please allow longer for it to be delivered.

If you are missing an item listed on the despatch, please contact our Customer services team.

I have received the wrong item(s)

We are sorry we sent you the wrong item(s), please accept our apologies for any inconvenience this may have caused. Please contact our Customer services team to arrange a replacement order.

To return the product(s) simply pack the goods into their original packaging, enclose the completed returns form, and follow the instructions on the returns note. For more information, see 'How do I return'.

My order has arrived damaged

We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused.

Please follow the process under 'How do I return a product' to return the damaged items.

My order has been cancelled

There may be several reasons why your order has been cancelled and we apologise for any inconvenience this may have caused. If you would like to check if the item(s) is available elsewhere please contact our Customer services team.

I haven't received my refund

You should expect to see your refund in your account within 5 working days once you have received the 'Return refund complete' update email, please note some banks may take longer than 5 working days to process refund payments.

If you have not received your refund and it has been 10 working days since receiving your 'Return refund complete' update email, please contact our Customer services team.

I have paid more than the price tag states

We are sorry for the pricing error, please contact our Customer services team.

Contact us

If we haven't answered your question, please contact our Customer services team.

Where is my order?

International delivery times vary, please see the country list below. If your order is later than the dates specified, please contact our Customer services team.

Country	Delivery times (working days)*
Andorra	5 - 7
Anguilla	7 - 9
Antigua	6 - 9
Argentina	7 - 9
Aruba	7 - 10
Australia	10 - 14
Austria	5 - 7
Bahamas	6 - 9
Barbados	5 - 9
Belgium	4 - 7
Belize	7 - 9
Bermuda	6 - 9
Bolivia	7 - 12
Brazil	5 - 10
British Virgin Islands	6 - 9
Canada	5 - 10
Cayman Islands	6 - 9
Chile	6 - 9
Colombia	7 - 11
Costa Rica	7 - 10
Cuba	7 - 11
Dominica	6 - 9
Dominican Republic	6 - 9
Ecuador	7 - 10
El Salvador	7 - 9
Falkland Islands	7 - 11
Finland	5 - 8
France	5 - 6
French Guiana	7 - 9
Germany**	5 - 6
Gibraltar	5 - 7
Guadeloupe	6 - 9
Guatemala	7 - 9
Honduras	6 - 9
Israel	6 - 9
Italy	5 - 7
Jamaica	7 - 9
Kenya	6 - 9
Liechtenstein	5 - 7
Luxembourg	4 - 7
Martinique	5 - 9
Mexico	6 - 9
Monaco	5 - 7
Montserrat	7 - 9
Netherlands	4 - 7
New Caledonia	7 - 9
New Zealand	10 - 14
Nicaragua	7 - 9
Norway	5 - 9
Panama	7 - 11
Paraguay	7 - 9
Peru	7 - 9
Portugal	5 - 8
Puerto Rico	6 - 9
San Marino	5 - 7
Singapore	5 - 9
South Africa	5 - 9
Spain	5 - 6
Sweden	5 - 6
Switzerland	5 - 7
United States	5 - 10
Uruguay	7 - 9
US Virgin Islands	6 - 9
Venezuela	6 - 9

*Delivery times are approximate. A working day is Monday - Friday and excludes Public holidays
**You can also order via our new German website. Please visit debenhams.de

What status updates will I receive?

We will send you email updates throughout every stage of your order. In each email your current order status will be shown. Each order status is explained in the table below.

Status	Description
Processing	Your order is being processed
Despatched	Your order has been despatched to the courier.
Cancelled - unable to fulfill - payment reversal	Your order has been cancelled due to stock availability, no payment has been taken.
Cancelled - unable to fulfill - payment refunded	Your order has been cancelled due to stock availability. We have processed a refund to your payment card.
Return received	Your return has been received. However, if goods have been addressed to the incorrect warehouse there may be a short delay in your refund being processed while the goods are being re-directed.
Collected	Your order has been collected.
Return in progress	We are processing your return.
Return refund complete	We have processed your return. Please note: Some banks may take longer than others to process refunds.

Do you deliver to my country?

We offer a delivery service to the following countries, subject to terms and conditions:

Country	Delivery Charge	Delivery times (working days)*
Andorra	£7.00	5 - 7
Anguilla	£15.00	7 - 9
Antigua	£15.00	6 - 9
Argentina	£15.00	7 - 9
Aruba	£15.00	7 - 10
Australia	£14.00	10 - 14
Austria	£7.00	5 - 7
Bahamas	£15.00	6 - 9
Barbados	£15.00	5 - 9
Belgium	£7.00	4 - 7
Belize	£15.00	7 - 9
Bermuda	£15.00	6 - 9
Bolivia	£15.00	7 - 12
Brazil	£15.00	5 - 10
British Virgin Islands	£15.00	6 - 9
Canada	£15.00	5 - 10
Cayman Islands	£15.00	6 - 9
Chile	£15.00	6 - 9
Colombia	£15.00	7 - 11
Costa Rica	£15.00	7 - 10
Cuba	£15.00	7 - 11
Dominica	£15.00	6 - 9
Dominican Republic	£15.00	6 - 9
Ecuador	£15.00	7 - 10
El Salvador	£15.00	7 - 9
Falkland Islands	£15.00	7 - 11
Finland	£7.00	5 - 8
France	£7.00	5 - 6
French Guiana	£15.00	7 - 9
Germany**	£7.00	5 - 6
Gibraltar	£7.00	5 - 7
Guadeloupe	£15.00	6 - 9
Guatemala	£15.00	7 - 9
Honduras	£15.00	6 - 9
Israel	£15.00	6 - 9
Italy	£7.00	5 - 7
Jamaica	£15.00	7 - 9
Kenya	£15.00	6 - 9
Liechtenstein	£7.00	5 - 7
Luxembourg	£7.00	4 - 7
Martinique	£15.00	5 - 9
Mexico	£10.00	6 - 9
Monaco	£7.00	5 - 7
Montserrat	£15.00	7 - 9
Netherlands	£7.00	4 - 7
New Caledonia	£15.00	7 - 9
New Zealand	£14.00	10 - 14
Nicaragua	£15.00	7 - 9
Norway	£7.00	5 - 9
Panama	£15.00	7 - 11
Paraguay	£15.00	7 - 9
Peru	£15.00	7 - 9
Portugal	£7.00	5 - 8
Puerto Rico	£15.00	6 - 9
San Marino	£7.00	5 - 7
Singapore	£15.00	5 - 9
South Africa	£15.00	5 - 9
Spain	£7.00	5 - 6
Sweden	£7.00	5 - 6
Switzerland	£7.00	5 - 7
United States	£10.00	5 - 10
Uruguay	£15.00	7 - 9
US Virgin Islands	£15.00	6 - 9
Venezuela	£15.00	6 - 9

*Delivery times are approximate. A working day is Monday - Friday and excludes Public holidays
**You can also order via our new German website. Please visit debenhams.de

How much will I be charged for delivery?

Country	Delivery Charge	Delivery times (working days)*
Andorra	£7.00	5 - 7
Anguilla	£15.00	7 - 9
Antigua	£15.00	6 - 9
Argentina	£15.00	7 - 9
Aruba	£15.00	7 - 10
Australia	£14.00	10 - 14
Austria	£7.00	5 - 7
Bahamas	£15.00	6 - 9
Barbados	£15.00	5 - 9
Belgium	£7.00	4 - 7
Belize	£15.00	7 - 9
Bermuda	£15.00	6 - 9
Bolivia	£15.00	7 - 12
Brazil	£15.00	5 - 10
British Virgin Islands	£15.00	6 - 9
Canada	£15.00	5 - 10
Cayman Islands	£15.00	6 - 9
Chile	£15.00	6 - 9
Colombia	£15.00	7 - 11
Costa Rica	£15.00	7 - 10
Cuba	£15.00	7 - 11
Dominica	£15.00	6 - 9
Dominican Republic	£15.00	6 - 9
Ecuador	£15.00	7 - 10
El Salvador	£15.00	7 - 9
Falkland Islands	£15.00	7 - 11
Finland	£7.00	5 - 8
France	£7.00	5 - 6
French Guiana	£15.00	7 - 9
Germany**	£7.00	5 - 6
Gibraltar	£7.00	5 - 7
Guadeloupe	£15.00	6 - 9
Guatemala	£15.00	7 - 9
Honduras	£15.00	6 - 9
Israel	£15.00	6 - 9
Italy	£7.00	5 - 7
Jamaica	£15.00	7 - 9
Kenya	£15.00	6 - 9
Liechtenstein	£7.00	5 - 7
Luxembourg	£7.00	4 - 7
Martinique	£15.00	5 - 9
Mexico	£10.00	6 - 9
Monaco	£7.00	5 - 7
Montserrat	£15.00	7 - 9
Netherlands	£7.00	4 - 7
New Caledonia	£15.00	7 - 9
New Zealand	£14.00	10 - 14
Nicaragua	£15.00	7 - 9
Norway	£7.00	5 - 9
Panama	£15.00	7 - 11
Paraguay	£15.00	7 - 9
Peru	£15.00	7 - 9
Portugal	£7.00	5 - 8
Puerto Rico	£15.00	6 - 9
San Marino	£7.00	5 - 7
Singapore	£15.00	5 - 9
South Africa	£15.00	5 - 9
Spain	£7.00	5 - 6
Sweden	£7.00	5 - 6
Switzerland	£7.00	5 - 7
United States	£10.00	5 - 10
Uruguay	£15.00	7 - 9
US Virgin Islands	£15.00	6 - 9
Venezuela	£15.00	6 - 9

*Delivery times are approximate. A working day is Monday - Friday and excludes Public holidays
**You can also order via our new German website. Please visit debenhams.de

How long do you take to deliver?

International delivery times vary, please see the country list below. If your order is later than the dates specified, please contact our Customer services team.

Country	Delivery Charge	Delivery times (working days)*
Andorra	£7.00	5 - 7
Anguilla	£15.00	7 - 9
Antigua	£15.00	6 - 9
Argentina	£15.00	7 - 9
Aruba	£15.00	7 - 10
Australia	£14.00	10 - 14
Austria	£7.00	5 - 7
Bahamas	£15.00	6 - 9
Barbados	£15.00	5 - 9
Belgium	£7.00	4 - 7
Belize	£15.00	7 - 9
Bermuda	£15.00	6 - 9
Bolivia	£15.00	7 - 12
Brazil	£15.00	5 - 10
British Virgin Islands	£15.00	6 - 9
Canada	£15.00	5 - 10
Cayman Islands	£15.00	6 - 9
Chile	£15.00	6 - 9
Colombia	£15.00	7 - 11
Costa Rica	£15.00	7 - 10
Cuba	£15.00	7 - 11
Dominica	£15.00	6 - 9
Dominican Republic	£15.00	6 - 9
Ecuador	£15.00	7 - 10
El Salvador	£15.00	7 - 9
Falkland Islands	£15.00	7 - 11
Finland	£7.00	5 - 8
France	£7.00	5 - 6
French Guiana	£15.00	7 - 9
Germany**	£7.00	5 - 6
Gibraltar	£7.00	5 - 7
Guadeloupe	£15.00	6 - 9
Guatemala	£15.00	7 - 9
Honduras	£15.00	6 - 9
Israel	£15.00	6 - 9
Italy	£7.00	5 - 7
Jamaica	£15.00	7 - 9
Kenya	£15.00	6 - 9
Liechtenstein	£7.00	5 - 7
Luxembourg	£7.00	4 - 7
Martinique	£15.00	5 - 9
Mexico	£10.00	6 - 9
Monaco	£7.00	5 - 7
Montserrat	£15.00	7 - 9
Netherlands	£7.00	4 - 7
New Caledonia	£15.00	7 - 9
New Zealand	£14.00	10 - 14
Nicaragua	£15.00	7 - 9
Norway	£7.00	5 - 9
Panama	£15.00	7 - 11
Paraguay	£15.00	7 - 9
Peru	£15.00	7 - 9
Portugal	£7.00	5 - 8
Puerto Rico	£15.00	6 - 9
San Marino	£7.00	5 - 7
Singapore	£15.00	5 - 9
South Africa	£15.00	5 - 9
Spain	£7.00	5 - 6
Sweden	£7.00	5 - 6
Switzerland	£7.00	5 - 7
United States	£10.00	5 - 10
Uruguay	£15.00	7 - 9
US Virgin Islands	£15.00	6 - 9
Venezuela	£15.00	6 - 9

*Delivery times are approximate. A working day is Monday - Friday and excludes Public holidays
**You can also order via our new German website. Please visit debenhams.de

Will I need to pay delivery duty?

All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer.

Please note, before placing an order it is the customer's responsibility to check that any products ordered from debenhams.com comply with state and federal government import regulations.

Contact us

If we haven't answered your question, please contact our Customer services team.

How do I return a product?

You can return unwanted items via your local postal service. Please note our free return service does not apply for international orders.

Please follow the instructions below:

1. If a product is faulty or damaged please contact our Customer services team to obtain a returns authorisation code before returning faulty goods.
2. Repackage the product into the original packaging
3. Complete the return label enclosed in your parcel, indicating your reason for the return, detach and enclose with your parcel.
4. Affix the returns label to the outside of your parcel.
5. Take the parcel to your local postal service and obtain a proof of postage.

Policy
If a product is faulty or damaged we will refund the original delivery charge* and the cost of returning the goods via your local postal service up to a maximum cost of £7.50 per kg. For products delivered within the EU, we will refund the original delivery charge for any product returned to us in accordance with the Distance Selling Regulations up to the same maximum cost, but we will not refund the cost of returning such goods. Please retain proof of postage and customs documentations including any details of any taxes paid.
*We will only refund the delivery charge if the complete order is faulty or damaged otherwise we will make a pro-rata payment.

Debenhams regret that international orders placed online at debenhams.com cannot be returned to Magasin stores.

To return an order, simply follow the below steps:
1. Complete the returns note included in your parcel.
2. Repackage the goods in their original packaging and enclose the completed returns note.
3. Affix the returns label to the outside of your parcel.
4. Take the parcel to your nearest post office and obtain proof of postage.

Please note that our free returns service does not apply for international orders and that customers will be required to cover the cost of the postage unless the product is faulty or damaged.

If a product is faulty or damaged, please contact the Customer services team to obtain a returns authorisation code before returning faulty goods.

What are my rights under Distance Selling Regulations

Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days from the day after you receive your delivery to cancel your order (other than in respect of goods made to your specification, clearly personalised or unsealed audio or video recording or computer software). This can be done via email. Further details of your right under Distance Selling Regulations are available from your local Trading Standards Department or Citizens Advice Bureau.

What is your online refund policy?

If you wish to return a product you have purchased on int.debenhams.com you may do so providing you cover the postage costs and the item is unused and in a saleable condition. Returns must be made within 28 days of receipt. If the product returned is not in a fully saleable condition or the packaging is damaged, we reserve the right to refuse a refund.

Where a product is faulty or damaged we will refund the original delivery charge* and the cost of returning the goods via your local postal service up to a maximum cost of £7.50 per kg. Please contact our Customer services team to obtain a returns authorisation code before returning faulty goods.

For reasons of health and hygiene we are unable to exchange or refund the following products:

- Cosmetics/fragrance once the original packaging has been opened, unless faulty.

- Pierced earrings and other pierced body jewellery unless faulty.

- Quilts, duvets, pillows and mattresses, no exchange or refund once the original packaging has been opened or damaged unless faulty.

- Gift food and products containing alcohol, no exchange or refund unless the original packaging is unopened, unless faulty.

- Underwear/lingerie, control wear, hosiery and swimwear, no exchange or refund unless the hygiene strips and tags are still in place and packaging remains unopened and undamaged unless faulty.

- Hats and hair accessories unless tags are still in place and packaging remains unopened and undamaged unless faulty.

- Fascinators, no exchange or refund unless faulty.

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.

What products are excluded from your refund policy?

We are unable to offer an exchange or refund on gift experiences, furniture, beds, custom made and altered items unless they are misdescribed or are faulty. For reasons of health and hygiene we are unable to exchange or refund the following products:

- Cosmetics/fragrance once the original packaging has been opened, unless faulty.

- Pierced earrings and other pierced body jewellery unless faulty.

- Quilts, duvets, pillows and mattresses, no exchange or refund once the original packaging has been opened or damaged unless faulty.

- Gift food and products containing alcohol, no exchange or refund unless the original packaging is unopened, unless faulty.

- Underwear/lingerie, control wear, hosiery and swimwear, no exchange or refund unless the hygiene strips and tags are still in place and packaging remains unopened and undamaged unless faulty.

- Hats and hair accessories unless tags are still in place and packaging remains unopened and undamaged unless faulty.

- Fascinators, no exchange or refund unless faulty.

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.

How long will it take for my refund to be processed?

Once we have received your return at our warehouse we will process your return within 24 hours. You should expect to see your refund in your account within 5 working days once you have received your 'Return refund complete' update email, please note some banks may take longer than 5 working days to process refund payment.

If you have not received your refund and it has been 10 working days since receiving your 'Return refund complete' update email, please contact our Customer services team.

Contact us

Email us
Please click here to send us an email.

Important: please remember to include your order number.

Write to us
Customer Relations
Debenhams Retail Plc
1 Welbeck Street, London
W1G 0AA
United Kingdom

Can I cancel an order?

To cancel your order please contact our Customer services team

Can I change my delivery address?

In order to protect our customers from potential fraud, we are unable to amend address details once the order has been submitted.

What payment methods do you accept?

We accept the following methods of payment:
PayPal
Visa
MasterCard
American Express
Delta/Connect
Please note: We are only able to accept one payment type per order.

When will I be charged?

Payment is charged immediately after security checks from your bank issuer and Debenhams have been authorised.

Will my card details be safe?

Yes, we use 'Secure socket layer' (SSL) technology to encrypt your payment card to ensure your details are safe. We also use Verified by Visa (VbV) and MasterCard®, Secure Code (MSC) (3D Secure).

What is 3D Secure?

Verified by Visa (VbV) and MasterCard®, Secure Code (MSC), often referred to as 3-D Secure or Payment Authentication, is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. Both schemes work in the same way by using personal passwords, set by you the cardholder, to add an extra layer of protection when you shop online. The instructions that you see on the pages within our site are coming direct from your card issuing bank (eg, Halifax, Barclays, Sainsbury's) and any information that you submit on these authentication screens are securely passed to your card issuing bank, no information will be captured, stored or viewed on any debenhams.com system.

Why has my card been declined?

There can be several reasons why your card has been refused. For further details please contact your card issuer.

Can I use two methods of payment when ordering online?

Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.

Contact us

If we haven't answered your question, please contact our customer service team.

How do I use a promotion code?

You will find the below promotion code box on your 'Shopping bag' page. To apply the discount, enter the promotion code into the designated field and click 'Apply'. The total price displayed at checkout is inclusive of discount (where applicable).

My promotion code is not working

The promotion code you have entered may have expired, or the start of the promotion may not have started. Please refer to the terms and condition of the offer for more details.

I have forgotten to use my promotion code, can I still receive the discount?

Unfortunately, once your order has been submitted we are unable to add this retrospectively.

Contact us

If we haven't answered your question, please contact our Customer service team

How do I register?

Simply click on Create Account/Login at the top of the page and follow the instructions.

What information will be stored?

Information stored in your account will be your home address, delivery address, your email address and your payment details. You can access and amend your details at any time.

Will my personal information be saved securely?

Yes, your account is password protected and we also use the latest encryption software. For additional peace of mind, you can change your password as often as you wish.

How do I change the details stored in my account?

Simply login and click on the area that you wish to change and amend accordingly. Once you have finished, click update and always remember to logout so others cannot access your personal data.

I have forgotten my password, how do I request a new one?

Simply click on Create Account/Login at the top of the page, click 'Forgotten Your Password' and enter your Login ID email in the box provided, your new password will be sent to your contact email address. Once you have logged in with your new password you will be prompted to change it to something more memorable.

I haven't received my forgotten password reminder email

Firstly, please check your 'Junk' folder, if it's not there please contact our Customer services team.

Contact us

If we haven't answered your question, please contact our customer service team.

Privacy policy

What is Debenhams' security policy?

Cookies

What is REACH?

REACH is the European Union regulation for the Registration, Evaluation, Authorisation and Restriction of Chemicals. Please click here for details on how to contact us about your 'REACH' enquiry.