How Do I Report a Damaged Item to Debenhams?

If you have purchased an item from Debenhams and it's damaged or defective, return the item to the store, return it by post, or contact the customer support team who can help find a suitable solution for the situation, including a refund or exchange when appropriate.

If you've purchased an item from Debenhams, either in store or online, and it's damaged or defective, there are a few steps you should take to report the problem and receive a replacement or refund.

In-Store Purchases

If you've made a purchase in-store and arrive home to find that the item is damaged or defective:

  • Return the item to the store where the purchase was made with the receipt.
  • The retailer will work with you to exchange the product for one of equal value if available, offer a replacement if they no longer stock the same item, provide compensation in cash or vouchers up to £100, or refund your money back in full via your original payment method if none of these options are suitable for you.
  • Alternatively, contact Debenhams' customer service team by phone or email. They will assist you with your claim and find the most suitable outcome for the situation at hand.

Purchases Received by Mail

To report a damaged or defective item received by mail via an online order or otherwise, contact customer service by phone or email. In most instances, you should be entitled to a refund or exchange, as long as the item is eligible. Conditions that may affect eligibility include final-sale status and if sales tags are still attached. Customer service will instruct you on how to return the item by post or to a local store.

Full Refunds

Whether or not a refund is possible in the case of an in-store or online purchase may depend on how long ago the purchase was made. If it's within 30 days of purchase, the store typically allows for a full refund.

If it has been more than 30 days, your best option will be to get in touch with Debenhams' customer support team, who will resolve the situation for you.

How Will I Get a Refund?

You can expect to receive the following: cash refunds up to £100 (inclusive of postage costs), vouchers for use in-store, alternative items if available based on your original order, or a refund to your payment method if none of these options are suitable for you.

Why Did GetHuman Write "How Do I Report a Damaged Item to Debenhams?"?

After thousands of Debenhams customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Report a Damaged Item to Debenhams? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Debenhams if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.

Why does GetHuman Write How-to Guides for Debenhams Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like Debenhams in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Report a Damaged Item to Debenhams? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.


Asked 9 months ago
Updated 9 months ago
Viewed 632,639 times
Debenhams damaged item
Debenhams return
Debenhams refund

What customers are saying about this and similar problems

I am returning an item but it doesn't recognise my last * digits of my phone number.*Wh...
Debenhams order no DUX***********This order had ** dresses totalling just over...
When will I receive my item. ***Shiny
Order DUX********* was two items but I only received one.*Payment has been taken and I...
Order DUX********* was two items but I only received one.*Payment has been taken and I...
Was this page helpful? If so, please share!
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!