RETURNING YOUR ORDER
PURCHASES MADE ONLINE
Should you wish to return your order, we'll be pleased to offer a refund of full priced items within 28 days of receiving your parcel. You can return the item(s) to us by either using one of our postal options (see below) or by taking the item to one of our standalone stores. Unfortunately, at this time, we cannot accept returns of items at our concessions within John Lewis, House of Fraser, Selfridges, Top Shop, Dorothy Perkins or Debenhams.
Discounted and sale items purchased online can also be returned to our warehouse or stores for a refund within 28 days of receipt of the parcel. Please note that online orders purchased with Paypal cannot be refunded in store.
This policy does not affect your statutory rights.
HOW TO RETURN TO THE WAREHOUSE
To help ensure efficient processing of returns and exchanges, please ensure the product is unworn or unmarked, with the box in a saleable condition. Where possible, please use the original packaging to return the item to us.
Before returning items to our warehouse, please complete the returns paperwork that will arrive with your purchase, detach and include it in your parcel.
All returns should be sent to: Website Returns, The Dune Group, 6-11 Elms Depot, Cambridge Road, Whetstone LE8 6AB
FREE RETURNS FROM THE UK
Orders delivered to UK addresses can be returned using one of the methods below.
Return using Collect+
Simply attach the Collect+ label to the front of your parcel and take it to one of the over 5800 local stores. For more information and to find your nearest Collect+ store visit www.collectplus.co.uk/dune/
Return using Royal Mail
A Royal Mail returns label can be downloaded here
Simply print off the label, attach to the front of your parcel and take it to any Post Office Counter. Obtain a free Certificate of Posting and keep in a safe place – this is your proof of posting which we will require if your parcel does not reach us. There is a limit of 2kg for this service (roughly 3 items in 1 box). If you need further information, please do not hesitate to call Customer Services at 0333 240 73 06.
Return to store – We are pleased to accept returns of items to UK Standalone Dune stores (excluding our outlet stores). Please take the delivery note supplied with your parcel as a proof of purchase.
The following restrictions apply:
Orders purchased using Pay Pal cannot be returned to a store
Items cannot be returned to a concession.
FREE RETURNS - from selected countries
We are able to provide a free returns service for customers returning parcels from: Ireland, France, Germany, Belgium, Netherlands, Austria, Spain, Canada* and the United States of America*.
* a small number of zip codes are excluded, please check with the Customer Service team.
To obtain a free returns label please contact Customer Services on the numbers below with the details of your order:
Ireland: 01 526 9767
France: 01 73 44 32 30
Germany: 069 25 73 77 456
USA: +1 646 568 7745
Other: +44 333 240 73 06
Please note – parcels can take up to 20 days to be received by our warehouse but will be processed within 3 days of receipt. Funds can then take up to 5 working days to appear in your bank account from the date the parcel arrives in our warehouse.
RETURNING FROM OTHER COUNTRIES
For customers outside of the areas listed above, please return items back to the address found on your returns form. Unfortunately, at this time, we are unable to offer a free returns service for parcels delivered to countries outside of the list above and return postal costs are the responsibility of the customer.
I've lost my Free Returns Label, what do I do?
You can download the Royal Mail label or generate a new Collect+ label by clicking on the links below, printing and attach to your package: Royal Mail Collect+ Can I exchange an item? Yes, simply fill in the form that comes with your order, stating the size you now require and return in the normal manner.
How long does it take for refunds to be processed?
Please allow up to 14 working days from when we receive the item back for your refund to be processed. It may then take 2-3 additional working days for the refunded amount to appear in your account. Please note during SALE periods, this can take a little longer.
FOR PURCHASES MADE IN STORE
For purchases made in store, we are pleased to offer returns of full priced items to any Dune store within 28 days of purchase along with the original receipt for an exchange or a full refund. Please ensure the items are unworn, unmarked and in the original packaging.
On sale items, we offer an exchange on goods returned within 14 days of purchase. Unfortunately, we are unable to provide a refund for sale items purchased in store at this time.
Purchases made at our in-Airport Gatwick and Stansted stores are excluded from the above terms and will need to be sent back to the airport itself to one of the related addresses below:
DUNE GATWICK (NORTH), International Departure, North Terminal, Gatwick, Gatwick Airport, UK RH6 OPJ
DUNE STANSTED, Unit ASB 14, Stansted Airport, CM24 1QW. Contact number: +44 (0)1279 681 725.
For more advice on this matter, please contact our Customer Services team.
This policy does not affect your statutory rights.