Frequently Asked Questions

What will happen when I place my order online?
When you have placed your order, you will receive update emails at each of the following stages:

Order Confirmation - this lets you know we have received your order and that it's being processed.
Payment Confirmation - this is sent by the payment processing system (Sage pay), acknowledging that payment has been successfully completed.
Despatch Confirmation - this confirms that your order is on its way to you.

What if I have a problem placing my order online or I am not sure it’s gone through?
If you receive the order confirmation email then your order has gone through correctly. If you are unsure please feel free to contact our customer service team on UK - 0845 345 6085, IE - 1 800 818 624 & DK - 802 50602.

How do I know when my order will be delivered?
Once your order has been dispatched from our warehouse you will automatically receive a dispatch confirmation email that will give you an expected delivery date.

Do you deliver internationally?
No, we only deliver to mainland UK, Southern and Northern Ireland, Channel Islands, Denmark and Germany.

My order's incomplete - what should I do?
If you have more than one item on your order, please bear in mind that smaller products are nested inside the larger products.  However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please call our customer service team on UK - 0845 345 6085, IE - 1 800 818 624 & DK - 802 50602 within 3 days of receipt.

When will my goods arrive?
Depending on your geographical location, goods will arrive within 3 working days if you are based within mainland UK.  If living in UK offshore, Northern Ireland or Denmark this takes 5-7 working days.

What are your delivery times?
We deliver between 9am and 6pm; Monday to Friday (excluding bank holidays).  In some areas our courier may delivery up to 9pm and on a Saturday.

Will my parcel be left if I am not at home?
No, a signature is required as confirmation of delivery.  Should no one be available to sign for the delivery the courier will leave a card through your door advising of redelivery. 

Can I change my delivery address on a parcel?
Yes, delivery address changes can be made provided the order has not yet been dispatched from our warehouse. 

Can I amend my order?
No, we are unable to edit the actual products on the order.

Can you specify a return pick up time or slot?
Unfortunately no, collections are made by Yodel Monday to Friday between 9am and 6pm.

What is your product guarantee?
All our products come with a 5 year guarantee against manufacturing faults.  All replacement decisions are pending an inspection.

How do I return items I've bought online?
For your convenience, UK and Republic of Ireland customers can go to your nearest Debenhams store, excluding those that do not sell luggage, with your returns. Simply take the delivery note or order confirmation and the product you wish to return or exchange to the Tripp department in the shop. To arrange for the courier to collect the order returns please contact the customer service team on UK - 0845 345 6085, IE - 1 800 818 624 & DK - 802 50602.

What period of time does a refund take?
As soon as we receive the unwanted goods they will be collated in our warehouse.  Returns are processed once a week and the refund will go back to the original payment card.  It can take 5-7 working days for the refund to show on your account statement.

Can I have an exchange?
No, we can only refund your account if your unwanted goods are sent back to us. If an exchange is required, this is possible by calling into your local Debenhams branch and exchanging for the desired product.

Can I use gift vouchers online?
Unfortunately this is not possible at the moment, but we hope to be able to add these as payment types soon.

Can I cancel my order?
Yes, provided your order has not yet been dispatched from our warehouse. To check the status of your order please contact our customer service team on UK - 0845 345 6085, IE - 1 800 818 624 & DK - 802 50602.

How do I order replacement parts?
Unfortunately we do not stock or sell any spare parts.  We are also unable to recommend any repair company.

Do I need to register my purchased products to activate the guarantee?
No, just keep your receipt for store purchases or delivery note for online orders.