Debenhams Return

borb12

Placed an order with Debenhams online. I'm trying to return the order but when inputting the order number and my email address it says 'Order Number, Email or Last 4 digits of your phone number provided cannot be found'. I've double checked that they are correct details.

There is no number to call so have emailed and tweeted the problem but get no response. I know I'm allowed to return order within 14 days as online purchases but worry I might miss that and be lumbered with the items. Also, need the money refunded  promptly so I can place order elsewhere (they're school shoes). Any advice? Or experience from others.

jon81uk

They give 28 days to return and by law I think as long as you have notified them in writing within the 14 days you are fine.
When did you email? States will take 24hrs to respond also "Please do not chase your first message to us as this will cause it to go to the back of the queue."

Did you order from a concession brand as listed here Concessionaire Brands | Debenhams
Check the paperwork in the box for details.

Manxman_in_exile

Why are you returning the item?  It might make a difference to what rights you have.

borb12

Manxman_in_exile said:

Why are you returning the item?  It might make a difference to what rights you have.

They don't fit. I know my rights, that I can return with 14 days as online purchase. Just don't know how to if their online process isn't picking up the order number

The problem is that I need the money back for those as can't afford to order more elsewhere until then. 

jon81uk

borb12 said:

Manxman_in_exile said:

Why are you returning the item?  It might make a difference to what rights you have.

They don't fit. I know my rights, that I can return with 14 days as online purchase. Just don't know how to if their online process isn't picking up the order number

The problem is that I need the money back for those as can't afford to order more elsewhere until then. 

When did you email?

Is the order definitely direct from Debenhams and not from a concession?

borb12

jon81uk said:

borb12 said:

Manxman_in_exile said:

Why are you returning the item?  It might make a difference to what rights you have.

They don't fit. I know my rights, that I can return with 14 days as online purchase. Just don't know how to if their online process isn't picking up the order number

The problem is that I need the money back for those as can't afford to order more elsewhere until then. 

When did you email?

Is the order definitely direct from Debenhams and not from a concession?

I placed the order on their website, there was nothing to say it was from a third party

jon81uk

borb12 said:

jon81uk said:

borb12 said:

Manxman_in_exile said:

Why are you returning the item?  It might make a difference to what rights you have.

They don't fit. I know my rights, that I can return with 14 days as online purchase. Just don't know how to if their online process isn't picking up the order number

The problem is that I need the money back for those as can't afford to order more elsewhere until then. 

When did you email?

Is the order definitely direct from Debenhams and not from a concession?

I placed the order on their website, there was nothing to say it was from a third party

What does the paperwork in the delivery state?
Is it one of these brands https://www.debenhams.com/page/concessionaire-brands
The return policy pages state there will be a label in the box if thats the case.
Looking at a few pairs of school shoes it does state "Sold & delivered by Gardiner Bros & Co. (Leathers) Limited" so I expect you did buy from a concession and therefore should have return paperwork in the box.


Otherwise you will need to wait for the email response, how long has it been?
Returns Information | Debenhams

Manxman_in_exile

borb12 said:

Manxman_in_exile said:

Why are you returning the item?  It might make a difference to what rights you have.

They don't fit. I know my rights, that I can return with 14 days as online purchase. Just don't know how to if their online process isn't picking up the order number

The problem is that I need the money back for those as can't afford to order more elsewhere until then. 

If you already know your rights you will know that all you need to do to exercise your right to cancel the contract under the legislation is to inform the seller clearly that you are doing so before the end of 14 days after you received the goods.  You then have a further 14 days in which to send the goods back.  The seller must then reimburse you no later than 14 days after either (a) they receive the goods back, or (b) you supply proof to the seller that you have returned them.

So if you want your refund ASAP, the questions are (a) have you clearly informed them that you are exercising your statutory right to cancel the contract, and (b) have you returned the goods to them and do you have proof of returning them?  Your aren't really entitled to the refund any sooner than 14 days after you've returned the goods.

It's all in Part 3 here:  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

Just clearly inform the seller (Debenhams or whoever) that you are cancelling the contract and send the shoes back.  Get proof of posting (or whatever) and send that to the seller too.  You are entitled to a refund within 14 days.

You don't have to do it via an online form if it won't recognise your order details etc.  You just need to clearly inform the seller that you are cancelling the contract.  Didn't the shoes come with any details about how to return them?  Didn't the T&Cs give any details as to how to return unwanted items?

If there is a form to accompany return, make sure you tell them you are returning in exercise of your right to cancel under the legislation linked to above.