How can we help you?

Payment issues

Why has my card not been authorised?


If you see the above error messages when paying, Your payment may have not been authorised for a number of reasons:


Debit/Credit Cards
• Please ensure that the correct billing information has been used for your payment card.
• If your billing information is correct we recommend contacting your card issuer if you are unable to complete payment.
• If your card issuer confirms that there is no issue with your bank account or card, please contact our customer service team.


Debenhams Gift cards
• Please check your balance.
• If you do have a positive balance available and your card is still being declined please contact our customer service team.


Debenhams Beauty Club card
• Please check your balance.
• If you do have a positive balance available and your card is still being declined please contact our customer service team.


Debenhams store card
• Please contact our Debenhams finance team


Debenhams Credit Card
• Please contact our Debenhams finance team.


Debenhams Temporary Card
• Please contact our Debenhams finance team.


If your chosen payment option is not working please try an alternative payment type, as listed in Online Payment Options

Why am I not eligible for free standard delivery?

Please check that no product promotions have been applied automatically to your order taking your total order value under £40.

My webpage froze when placing an order, has my order been processed?

If after entering your payment details and placing your order, you find that the page freezes and you never see confirmation that you order has been placed or your order number, please follow these steps:


Step 1 –
Wait 30 minutes and check your emails. If you receive an order confirmation email from Debenhams your order has been successfully placed.

Step 2 –
If after 30 minutes no email has been received (please make sure to check your junk mail) please contact our customer services team.

Why does my promotional code not work?

Step 1 –
Our promotional codes all have specific rules, and some products may be excluded. It is also possible that your code may have expired. Please check these exclusions and expiry dates on our Current Promotions page.

Step 2 –
If the products in your basket are not excluded, and your code has not expired, please contact our customer service team.