FAQs

Returns and exchanges

Extended Christmas returns period

Extended Christmas returns period

To make it easier for you to shop early for Christmas gifts we have extended our returns period for online purchases.

ROI and UK orders (excluding large items of furniture) placed from the 21st October 2017 can be returned either in-store for an exchange/refund or for refund only when received to our Online Returns Centre by the 8th January 2017.

Spain: Online orders placed from 31 October 2017 to be delivered to a Spanish address can be returned in-store for an exchange/refund or for refund only if received by our Online Returns Centre by Saturday 13 January 2018

Rest of the world: Online orders placed from 31 October 2017 can be returned or a refund if posted to our Online Returns Centre and received by Saturday 8 January 2018

How do I cancel, exchange or refund an online purchase?

Cooling off period

You have a legal right to cancel your order within 14 days of receiving your goods. Click here  for further details on how to cancel your order pursuant to Clause 7 (Cooling off period for online order cancellation) of our General Terms & Conditions. Please see Clause 13 of our General Terms & Conditions for a list of items which cannot be returned. 

General Refund and Exchange Policy

If you are unhappy with your online purchase you can receive an exchange or refund within 28 days of purchase.  If returning items for a refund we recommend that you use a tracked postal service to return your order to us.

In-store exchange or refund

You can exchange an item or receive a refund in store within 28 days of purchase on presentation of the dispatch note at the store Customer Service desk. The item must be in saleable condition, in the original packaging with swing tags attached. Please contact Customer Service if you have lost or mislaid your dispatch note.

Returns by post (refund only) 
If you wish to return your online purchase by post for a refund, please return by post the item(s) along with the dispatch note within 28 days of purchase. Please contact Customer Service if you have lost or mislaid your dispatch note.

Orders paid for using PayPal
Orders paid for using PayPal as the payment method can be returned or exchanged in a store within 28 days of purchase or sent to the Online Returns Centre for a refund only. 

Postal Returns - Republic of Ireland

Please return your order to the below address within 28 days of purchase, preferably using a fixed price tracked service such as DPD.ie  or returnmyshopping.ie.
Please retain the proof of posting for your records

Dunnes Stores Online Returns,  
Pulse Logistics,
Gateway Building,
Clonshaugh Business Park,
Dublin 17, 
D17 AH90

Postal Returns - UK and NI orders

Please return your unwanted items within 28 days of purchase, preferably using a tracked service such as Collectplus in England, Scotland and Wales or DPD.ie in Northern Ireland.
Please retain a proof of posting for your records. 

Dunnes Stores Online Returns,
Unit 1 Boughton Industrial Estate, 
Boughton, 
Newark 
NG22 9LD
UK

Postal Returns - Spain

To return items purchased online with delivery to a Spanish address please use the below return method. 

BY POST: If you are returning an online order for refund within 28 days of purchase please post to the below address along with the dispatch note sent with the order. Please contact Customer Service if you have lost or mislaid your dispatch note.

Dunnes Stores Andalucia S.A., Camino de La Depuradora S/N, 29651 Mijas Costa (Málaga).

Postal Returns - All Other Countries

To return your items for refund please post back to the following address along with the dispatch note for a refund within 28 days of purchase. Please contact Customer Service if you have lost or mislaid your dispatch note or if the delivery of your order was delayed.

Dunnes Stores Online Returns,  
Pulse Logistics,
Gateway Building,
Clonshaugh Business Park,
Dublin 17, 
D17 AH90
Ireland

Returning online purchases to a store

If you are unhappy with your online purchase you can exchange the item in-store or receive a refund within 28 days of purchase (or within 14 days of your receipt of the item in accordance with Clause 7 (Cooling off period for online order cancellation) of our General Terms & Conditions.  

To receive a refund or exchange you will need to present the online dispatch note included with the order. Please contact Customer Service if you have lost or mislaid your dispatch note.

Items will need to be in saleable condition including swing tags and the original packaging. Refunds are made to the same form of payment as used to make the purchase (delivery charges are non-refundable). The VALUEclub points earned from the online purchase will be deducted.

Returning purchases to the Online Returns Centre

Items purchased online under the General Refund Policy- Clause 13 (excluding some items of furniture delivered by DHL Supply Chain) can be returned for a refund to our Online Returns Centre within 28 days of purchase with the dispatch note (or within 14 days of receipt of the item in accordance with the Clause 7 (Cooling off period for online order cancellation). 

Please contact Customer Service if you have lost or mislaid your dispatch note.

Items returned under the General Refund Policy - Clause 13) need to be in saleable condition including swing tags and the original packaging.

Refunds are made to the same form of payment as used to make the purchase (delivery charges are non-refundable). The VALUEclub points earned from the online purchase will be deducted.

Please ensure that the parcel is returned using a tracked service and retain your proof of postage.Returns

Please see the parcel return options by country:

Returns - Republic of Ireland


BY POST: If you are returning an online order for refund within 28 days of purchase, please use one of the below options:

DPD.ie - Return your order for €4.95 (max 20kg) - over 600 drop off locations to choose from, open early until late 7 days per week, just visit dpd.ie/pickup/returns

Returnmyshopping.ie–Return your parcel for €4.50 (max weight  - 20kg).

Visit www.returnmyshopping.ie and select Dunnes Stores from the retailer list. The return postage label will be sent to you by email once payment is made; then all you need to do is attach the label and drop off at your local post office. The post office will give you a receipt/parcel tracking code -

To track a parcel return go to https://track.anpost.ie/ 

Or - return your parcel via standard post to: 
Dunnes Stores Online Returns,  Pulse Logistics, Gateway Building, Clonshaugh Business Park, Dublin 17, D17 AH90

Dublin Only –Parcel collection from your home - €8.05 (max 20kg) 

Visit www.returnmyshopping.ie and select Dunnes Stores from the retailer list. Select the collection from home option. Once payment is completed the item for return will be collected from your home at your selected time - Monday to Friday between 9am-9pm.

Returns - Northern Ireland

By Post: If you are returning an online order for refund within 28 days of purchase, please use one of the below options:

DPD.ie - Return your order for €4.95 (max 20kg) - over 600 drop off locations to choose from, open early until late 7 days per week, just visit dpd.ie/pickup/returns 

Or return your parcel to the following address via standard post:

Dunnes Stores Online Returns,  Pulse Logistics, Gateway Building, Clonshaugh Business Park, Dublin 17, D17 AH90

Returns - England/Scotland/Wales

By Post: If you are returning an online order for refund within 28 days of purchase, please use one of the below options:

CollectPlus –Return your parcel for £4.49 (max weight 10kg).

Visit www.collectplus.co.uk  select Dunnes Stores from the retailer list and select your nearest Collectplus drop off location. A return postage label will be sent by email once payment is made and then all you need to do is attach the label and drop off the parcel at your selected location. You will receive a receipt/parcel tracking code - To track the parcel return visit https://www.collectplus.co.uk/track/new 

Or return your parcel to the following address via standard post

Dunnes Stores Online Returns,
Unit 1 Boughton Industrial Estate, 
Boughton, 
Newark 
NG22 9LD
UK

Returns - Spain 

To return items purchased online with delivery to a Spanish address please use the below return method. 

By Post: If you are returning an online order for refund within 28 days of purchase please post to the below address:

Dunnes Stores Andalucia S.A., Camino de La Depuradora S/N, 29651 Mijas Costa (Málaga)


Returns -  EU/EEA orders (excluding Ireland/UK/Spain)  

By Post: If you are returning an online order for refund within 28 days of purchase please post to the below address:

Dunnes Stores Online Returns,  Pulse Logistics, Gateway Building,
Clonshaugh Business Park, Dublin 17, D17 AH90

International Orders (Non EU/EEA)

BY POST: If you are returning an online order for refund within 14 days of receipt, please post to the below address:

Dunnes Stores Online Returns,  Pulse Logistics, Gateway Building, Clonshaugh Business Park, Dublin 17, D17 AH90, Ireland.

When will I receive my refund?

See below for details of the refund timelines:

  • In Store Return - A refund will be processed on the day the item is returned.  The refund will be processed to the payment card used to pay for the item(s). The card issuing bank may then take 3-5 working days to credit your account . 

  • Postal Return 

    For orders delivered to your selected address and returned to the Dunnes Stores Online Returns Centre for refund. Once your parcel is received and reviewed at the returns centre it usually takes 3-5 working days for a refund to be processed from the day we receive the item.

    The card issuing bank or Paypal may then take a further 3-5 working days to credit your account. Please allow 14 days from the date of return to receive your refund from Dunnes Stores. In the unlikely event that are not refunded on time, please contact our Customer Service team.

    The cost of returning the item(s) to the Dunnes Stores Online Returns Centre is not refunded. This does not affect your statutory rights

  • Returns under the Cooling Off Period  - Clause 7 

    For customers who wish to cancel their order persuant to the General Terms and Conditions Clause 7 (Cooling off period for online order cancellation). We endeavour to reimburse your without undue delay and not later than 14 days after the day on which you have informed us of your decision to cancel the contract.  We may withhold payment until we have received the goods back or suffiicient evidence from you that the goods have been returned (whichever occurs first)

How do I exchange my online purchase?

You can exchange items purchased online in store within 28 days of purchase.

In order to exchange an item in store, please return in their original saleable condition, including swing tags and packaging along with the online dispatch note. Please contact Customer Service if you have lost or mislaid your dispatch note.

Please note that some items cannot be returned, for details see our Terms & Conditions-Clause 13 - General Refunds Policy

Are there any items which can't be returned?

Refunds cannot be given (save as otherwise provided) on:

  1. Underwear - if the items are returned unsealed or not in the original packaging (if applicable) or without the swing tags.
  2. Swimwear, (for hygiene reasons if seal opened/removed after delivery)
  3. Pierced jewellery (for hygiene reasons if seal opened/removed after delivery)
  4. Personal grooming products or cosmetics (for hygiene reasons if seal opened/removed after delivery)
  5. Bedding - sheets, duvet covers, pillowcases, duvets, pillows, etc. (for hygiene reasons if seal opened/removed after delivery)
  6. Curtains (in packaging opened or damaged) (Note - this does not affect your right to return curtains under Clause 7 (Cooling off period for online order cancellation)
  7. Other sealed goods which are not suitable for return for health protection and hygiene reasons and which were unsealed after delivery.
  8. Gift cards (Note - this does not affect your right to return gift cards under Clause 7 (Cooling off period for online order cancellation)  
  9. Perishable goods, fresh food and Christmas hampers containing perishable items.

    This does not apply in respect of faulty, damaged or incorrectly supplied goods where your statutory rights are unaffected.

    Can I return a gift card?

    To cancel your online purchase of gift cards, you may do so  within 14  days from the date that the card(s) were received by you.  Please refer to Clause 7 (Cooling off period for online order cancellation) of our General Terms & Conditions for details regarding how to cancel an order during the Cooling Off period. Please also see our Gift Card Terms & Conditions.

    How do I return a gift purchased online?

    Gifts can be returned in store within 28 days of purchase upon presentation of the online dispatch note. Please contact Customer Service if you have lost or mislaid your dispatch note.   The gift can be exchanged for other item(s) up to the value paid for the gift or the amount can be transsferred on to a Dunnes Stores gift card for future use.

    The original purchaser of the item may be able to cancel the order within 14 days of receipt of the item pursuant to Clause 7 (Cooling off period for online order cancellation)of our General Terms and Conditions (Cooling Off period). 

    If you return a gift by post to the Dunnes Stores Online Returns Centre the amount paid for the gift will be refunded back onto the form of payment used to pay for the item.

    How do I return a faulty item purchased online?

    In the unlikely event that your purchase is faulty, we are happy to refund you. Please return the item by post to our Online Returns Centre marking the reason for return as ‘Faulty’ on the dispatch note. Once we have confirmed that the item is faulty we will refund the amount paid to the original form of payment plus the cost of return.

    Items can be returned in store upon presentation of the dispatch note. Once we have confirmed the item is faulty we will refund the amount paid to the original form of payment or exchange it for another item in store.

    How do I return a faulty item purchased in store

    In the unlikely event that your purchase is faulty, we are happy to refund you. Items can be returned in store upon presentation of the dispatch note.

    Please contact Customer Service if you have lost or mislaid your dispatch note. Once we have confirmed that the item is faulty we will refund the amount paid to the original form of payment or exchange it for another item in store.

    The item purchased is faulty - what can I do?

    Please contact Customer Service and we will issue a refund for the item once we confirm that it is faulty.

    An incorrect item has been sent - how do I exchange it?

    Firstly, please check your online Order History  to check that you didn’t mistakenly order a different item.

    In the event that you have been sent an incorrect item please contact us and we will call or email you to resolve the situation.

    I have returned my order to the Online Returns Centre but a refund has not been processed

    It usually takes 3-5 working days for a refund to be processed from the day we receive the returned item to our Online Returns Centre. If you used a tracked postal return service, please check the date that it was received by us.

    In the unlikely event that are not refunded on time, please contact our Customer Service team.

    Returns under the Cooling Off Period - Clause 7

    For customers who wish to cancel their order persuant to the General Terms and Conditions Clause 7 (Cooling off period for online order cancellation).

    We endeavour to reimburse your without undue delay and not later than 14 days after the day on which you have informed us of your decision to cancel the contract.  

    We may withhold payment until we have received the goods back or sufficient evidence from you that the goods have been returned (whichever occurs first).