Debenhams is completely closing all 118 UK shops as Boohoo buys model and web site – which implies for customers

You can still order online

Debenhams says you can still place orders online through their website. It is important to remember, however, that when a company is under management and closing, things can change quickly and there is a greater risk that orders will not show up. So if you choose to buy online, you can be extra sure of using a debit card or credit card if the item costs more than £ 100.

This gives you extra protection in case something should go wrong as you could try to reclaim your money under the Chargeback Rules or Section 75 from your card provider. Under Section 75 of the Consumer Credit Act, if something costs between £ 100 and £ 30,000 on a credit card, the card company will be equally liable if something goes wrong so you may be able to claim your money back from them.

Under chargeback – which is not a legal requirement, just a customer service promise – your bank will try to get money back from the bank of the company you bought from. (Note that even if you paid the money, the company can sometimes dispute it with the bank and have the money back later.) Please see our chargeback and Section 75 guides for full details.

Online returns can be returned for full refunds

Debenhams continues to offer full refunds for online returns as long as:

  • It has been less than 28 days since you received the item
  • You didn't damage it
  • It is in resalable condition, e.g. Tags still attached, packaging is unopened, item has not been stained or marked
  • You have proof of purchase, e.g. B. Your delivery note or your order is on the way or ready to pick up emails
  • You have the card you used to pay with
  • Your item is included in Debenhams' return policy. A list of items not included in the "Items Not In Our Returns Policy" section can be found online

However, if you have something that you want to take back, it's worth doing it ASAP – this is definitely a good general rule, but it's especially true here given the current uncertainty.

In-store returns are restricted

If you made an in-store purchase on or after December 26, 2020, you have one week to reopen the store after the lockout for a refund or exchange for faulty or misdescribed items or items for which is guaranteed. This date will vary as each store is likely to have a different reopening date. For those who simply changed their mind or whose item is not faulty – refunds are no longer available.

We asked Debenhams what the case is for items purchased in store prior to December 26, 2020 and we will update this story as we know more.

Debenham's credit cards should still work

In December 2020, Debenhams announced that their only credit card would continue to work for the time being and that users could continue to manage their account, view transactions and make payments through the Debenhams cards app, their online account manager and automated phone service. We asked if this is still the same and we will update this story as we know more.

One thing that has changed, however, is that as of December 1, 2020, shoppers were no longer able to earn Reward Points – although at the time they said points earned before December 1, 2020 were above the value of £ 2 could still be redeemed for purchases. We asked if this is still the case and we will update this story as we know more.

If you had previously used the card in participating Debenhams stores or on their website, you would receive three points for every £ 1 spent. The points were then converted into vouchers that you could use to make purchases at Debenhams at a cost of £ 1 for every 100 points earned. Given that Debenhams is about to close, your best bet is to use all of your saved coupons ASAP.

I have an insurance product with Debenhams – is it still valid?

If you have auto, pet, travel or equipment insurance with Debenhams, we were told in December 2020 that you will continue to be insured even after the closure.

This is because the insurance was taken out by a third party. Debenhams says she is unaffected by the liquidation process. We asked if this is still the case and we will update this story as we know more.

At this point, Debenhams informed us that it was unknown if customers could renew existing policies when they expired or if they would be automatically renewed. So it pays to keep an eye on your policy as it nears your renewal date and, as always, see if you can switch and save. You can find more help in our insurance section.

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