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Refunds

Refunds information
When will I receive my refund?

In-store Returns

Your account will be credited instantly to the original card used for payment. It can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show the refund on your account. We are unable to process a refund onto a card without the cardholder present; if you do not have the card you have paid with, the refund will be applied to a gift card.


Returns via Royal mail, Hermes parcelshop or our courier service

Once we have received your return at our warehouse which can take up to 10 working days we will process your refund within 24 hours. Your refund should show on your account within 3 to 5 working days (Monday to Friday, excluding bank holidays) once you have received your 'Your return has been processed' email. Please note some banks may take longer than 5 working days to process refund payment.


International Returns

Once we have received your return at our warehouse which can take up to 10 working days we will process your refund within 24 hours. Your refund should show on your account within 3 to 5 working days (Monday to Friday, excluding global bank holidays) once you have received your 'Your return has been processed' email. Please note some banks may take longer than 5 working days to process refund payment.


Late refunds

If you have not received your refund and it has been 15 working days after you returned your item/s, please contact our customer services team.

What should I do if I haven't received my refund?

If you have not received your refund please follow the below steps:


Step 1 – Please check the refund timescales in When will I receive my refund?


Step 2 – If you have received 'Your return has been processed' email: please check the date the refund is expected to show in your account by, as shown below.



If you haven't received ‘Your return has been processed’ email: Please see step 4.


Step 3 – If you have not received your refund into the account you paid with 5 days after the refund date in 'Your return has been processed' email, please contact your bank.


Step 4 – If after 10 days you do not receive email confirmation that 'Your return has been processed' please contact our customer services team.


What is the returns and refunds policy?

To view our refund policy, please see What is the returns and refunds policy

What products are excluded from the returns and refunds policy?

To view our exclusions list for refunds, please see What products are excluded from the returns and refunds policy

Can I get a VAT refund?

All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to an EU address this price includes VAT (or VAT equivalent) at the relevant rate of VAT in force at the time of purchase. Although this price is the same for deliveries to customers who reside outside of the EU (including the Channel Islands), where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.


For VAT refund requests, please quote your order number, the reason you are entitled to a refund and copies of any supporting documentation (i.e. a certificate of entitlement) to Tax Team, Bedford House, Taunton TA1 4DB (or email to taxteam@debenhams.com).

Can I get a VAT receipt?

If you are a VAT registered trader, we can provide a VAT receipt in respect of items purchased from Debenhams.


In-store purchases
For purchases from a store, please send a copy of the till receipt to: Tax Team, Bedford House, Park Street, Taunton TA1 4DB (or email a scanned copy to VatTeam@contactdebenhams.com) and confirm your VAT-registered business name and address

Online purchases
For purchases from Debenhams.com, please quote your order number and send your request to: Tax Team, Bedford House, Taunton TA1 4DB (or email to VatTeam@contactdebenhams.com). Any VAT receipts will be made out to the bill-to name and address used when the order was placed.

As a Non-EU resident visiting the UK, can I get a VAT refund?

Store purchases

The Retail Exports Scheme requires a Tax Refund Form to be completed in person on the retailer’s premises. If you require one of these forms when purchasing Debenhams items, please ask at the Debenhams tills at the time of purchase.
You will need to bring a form of ID and documentation proving your residency outside the EU (i.e. your foreign passport and a student/working visa if applicable).
Once you have the completed form, you will need to give this form to Customs upon departing the EU for your VAT refund to be processed. Note that they may wish to see the purchased items before validating the Tax Free Form.
This VAT refund process is provided by Global Blue, so please visit their website www.globalblue.com for details on their terms and conditions.



Online purchases

The Retail Exports Scheme legislation specifically prohibits such refunds on internet sales. Therefore, we regret to inform you that we will be unable to offer a VAT refund for your online purchases.