|Sales Line||9am - 7pm||9am - 7pm||9am - 5pm||10am - 4pm|
|Customer Service Line||8.30am - 5pm||8.30am - 5.30pm||8.30am - 5pm||9am - 5pm||10am - 4pm|
Sales Line open 9am to 5pm.
Customer Service open 9am to 2pm.
Christmas Day, Boxing Day, New Year's Day, Easter Sunday: Closed
Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we'll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms.
We accept all major credit and debit cards including Visa, Mastercard, American Express, Switch, Delta, Maestro, and Solo for delivery to the card registered address. If you need to deliver to a family or work address we can help, additional proof of identity will be required to help avoid malicious use of your card.
In order to ensure we can despatch your goods as quickly as possible, credit and debit card payments are taken at the point of order.
We can only accept gift cards from the UK. Unfortunately we cannot accept Debenhams store cards.
Order processing is subject to stock availability, cleared funds and customer address verification.
Deliveries can take place from 7am till 8pm, excluding weekends and bank Holidays. If you have ordered IT equipment and have requested add on services such as a Pre Delivery Inspection, fitting of additional memory or a Recovery DVD, your order may be delayed.
For delivery schedules and cut-off times, please click here.
The majority of orders can be tracked online however for some couriers we are unable to offer you tracking details. If this is the case and your delivery has not arrived by 8pm on the due delivery date, please contact us using our eMessage system. Many customers ask us for an update on delivery time – unfortunately we are unable to provide this information and request that you contact the couriers directly if this is needed.
For larger items we use two-man delivery teams to ensure that your goods arrive safely in one piece. As part of the high quality service our drivers will deliver your new appliance to the room of your choice, unpack it, allow you time to check for any damage before asking you to sign for the goods and then take all the packaging away with them. Please note – we can only deliver to ground floor.
NB All items should be inspected upon delivery and damaged goods should be refused. If you notice damage after goods are delivered you must report this to us within 5 days of delivery – please see section below on Damaged / Missing Items / Wrong Items.
All orders are processed and shipped as quickly as possible. In instances where our stock is fully allocated we may ship direct from the manufacturers to you. If for any reason the product or promotion you've ordered is no longer available, or there's been a price change or pricing error on the site, we will notify you within 5 days and offer a full refund, the option to pay the difference or choose an alternative. Order acceptance takes place on despatch of your products
Please note that any product dimensions do not include handles, controls or any other protruding features. The product dimensions we offer only represent the casing of an appliance.While we endeavour to be as precise as possible; any measurements or dimensions present on our websites should be treated as approximates. Images displayed on our websites are offered for illustrative purposes. We can’t guarantee that images displayed on screen will appropriately reflect the colour of the product you order. Please note that manufacturers may offer varying colours.We do our utmost to make sure that our product specifications are accurate and due to regular research and product development we may change information, as required, without notice.
If you sign up to our latest offers we will send you promotional codes from time to time.
How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "recalculate" this will add the discount which will be visible on your order. If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout process.
Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date. We reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice. If you exploit a promotional code we have the right to contact you to return any items which were obtained that didn't meet the criteria of the promotion
At Debenhams Plus, we operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.
Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer's specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. At Debenhams Plus we aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.
Most of the purchases you make have lifetime technical support directly with the manufacturer*. As we sell over 15,000 products from more than 450 manufacturers it is not possible for us to provide you with the same level of technical expertise as the manufacturers. To find the contact details of their dedicated helpline, please click here.
If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.
*Technical support is for diagnosing hardware faults only. They do not provide training, setup assistance of in the case of PCs and Laptops, help with software.
If your goods haven't arrived as expected, please follow the link in your email to use our online tracking service.
We understand that sometimes you will not be available to receive your goods. For all items our couriers will attempt redelivery once. After which you will be charged for any further redelivery attempts. If you have ordered a small item, it may then be left at your local post office for you to collect. For large items, if the courier has contacted you prior to delivery and you are not available to receive your goods, there will be a redelivery charge. Refused deliveries will be charged the return delivery fee to our warehouse.
PLEASE CALL IMMEDIATELY TO REPORT DAMAGE
Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. If damage is noticed at point of delivery the order can be refused and returned with the driver. For very large items that are delivered by HiWay, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.
As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible we consider it reasonable that your items will have been checked and reported within 5 days. If you do not intend to use your goods immediately, please open and inspect them before storing. Damage requests reported too late will be refused.
NOTE: Do not try to fit an item/appliance if it is damaged without calling for advice first. If you cause further physical damage by fitting an item you know to be a damaged we may be unable to accept the item for return.
In order to help us resolve issues arising from these problems, please log into the Order Tracking System and create a Return within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss further.
If you are a consumer based in the UK and not a business or organisation then this section applies to you. For Business Terms and Conditions please refer to our Commercial Terms
We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are able to cancel, regardless of the reason and you will receive a full refund. For all large 2 man delivery items we require cancellation at least 3 working days before delivery is due for the full refund and for smaller 1 man delivery items cancellation can happen any time before dispatch. Please call us for more information.
You can also cancel your order within 14 working days from the day following delivery. Click here for details about how to cancel your order and return your goods to us.
On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.
All new goods we sell to UK consumers have at least 6 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer's local service centre to confirm this.
Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK and to the Channel Islands.
Faults Occurring Within 30 Days of Receipt: If any of our products develop a fault within the first 30 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large item it is much faster to call the manufacturer direct in the first instance who will arrange for a onsite visit from an engineer. To contact the manufacturer, click here for their contact details. If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).
Faults Occurring Within 1 year: If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.
Faults Occurring After 1 year but within manufacturer's warranty period: Please contact the manufacturer directly to arrange a repair. You can also contact us for further advice and suggestions as other repair options may be available.
Faults Occurring Outside Manufacturer's warranty period: As an additional service we are able to quote on repairs for some items such as Laptops and TVs. This does not affect your statutory rights. Please contact us by eMessage for more details.
Please note a handful of manufacturers include a warranty registration form in the box - don't forget to complete this and send it off within the specified time period. If you have purchased a Laptop or PC for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. Please refer to our Commercial Terms for more information
For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer's warranty. Please call our Sales team on 0871 984 1922 (Calls to this number cost 13p per minute plus your telephone company’s access charge) or send us an eMessage to enquire about warranty extensions.
These terms do not affect to your statutory rights.
We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128bit encryption.
If you have any questions or comments about privacy or security please contact us via the eMessaging service.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfillment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.
In addition, we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.
The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy a new Electrical or Electronic product from us.
For example, if a customer bought a new appliance from us we would accept their old appliance back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at £15 for mainland UK addresses and £25 for Out of Areas (CI, IoM, IoW, NI, SI); this service must be requested at the time of ordering your new appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances if they have been fully defrosted.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
Under the Waste Battery Regulations, Debenhams Plus are now offering a take back scheme for all portable waste batteries; these, including rechargeable batteries, may be taken back to any Debenhams store, or any other retailer operating an in-store take back scheme, for recycling free of charge. There is no obligation to purchase when returning an old battery.
You can also find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.
For customers in the UK and Republic of Ireland, we offer a take-back scheme for your electrical products. For example, if you buy a laptop from us we can also collect and dispose of your old laptop. Irish customers can call us on 0818 274 084 and UK customers on 0871 984 1922 after placing your order to arrange the collection and disposal service. For UK customers, there will be a small charge to arrange the collection but for Irish customers this service is free of charge.
For any enquires regarding purchases for commercial use please read our terms.