Refund policy
RETURN & REFUND POLICY
Last updated: July 2026
At Department Store UK, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.
Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
You then have a further 14 days to return the item to us.
To exercise your right to cancel, please email:
Return Conditions
Returned items must:
- Be unused and in their original condition.
- Include all original packaging, tags and accessories where applicable.
- Be suitable for resale.
We reserve the right to make a deduction from any refund if an item has been handled beyond what is necessary to establish its nature, characteristics or function.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of:
- Opened cosmetics
- Opened skincare or haircare products
- Fragrances with broken seals
- Personal care products once opened
- Gift cards
This does not affect your statutory rights if an item is faulty or not as described.
Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery where possible.
Email:
Please include:
- Your order number
- A description of the issue
- Photographs where appropriate
We'll resolve the matter as quickly as possible.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
Approved refunds are issued to your original payment method.
Please allow 5–10 business days for your bank or card provider to process the refund.
Return Shipping Costs
If you're returning an item because you've changed your mind, you are responsible for return postage costs.
If we've sent the wrong item or your order is faulty, we'll arrange or reimburse reasonable return postage costs.