FREQUENTLY ASKED QUESTIONS
General
Please Visit our Store Locator page here to find a store nearest to you.
Payments made via the website are encrypted, and are carried out by external and secure payment agencies Peach Payments.
We do not have access to any of your details relating to debit or credit cards or other banking information.
We respect your privacy and assure you that we only share your information if you have given us permission to do so.
We do reserve the right to disclose information in certain circumstances, as is clearly set out in our Privacy Policy.
Please read the Policy and feel free to Contact Us if you have questions.
Once you've created an account, shopping with us will be an easy process and you will benefit from:
- Fast and easy checkout.
- Storage of your various delivery addresses.
- Tracking your order.
- Looking at past orders.
- Latest drops and promotions via our newsletter.
It's therefore important that you read and understand the Terms and Conditions before you purchase and if you have any queries about them please Contact Us.
We won't pass your details onto anyone else.
If you have opted to receive emails and our newsletter and you change your mind, you can remove yourself from our mailing list whenever you like.
We will send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
If you have forgotten your password, simply follow the "Forgot your password?" link when trying to log in.
We will then send you an email with a link to set up a new password but please make sure that you check your junk email folder in case our email makes its way there.
You will find the measurements and sizes when clicking "size guide" while viewing a specific product
We do our best to make sure that the products are presented as accurately as possible in the photos on our website, but please remember that minor variations may be caused by certain conditions, such as the equipment used to view the website.
Payments
Please Visit our Store Locator page here to find a store nearest to you.
Your card will be charged before we despatch your ordered products.
You will immediately receive an email from us to confirm which products have been purchased and the exact amount being charged to your card.
Please note that the order confirmation email/SMS/Whatsapp is only a confirmation that your payment has been accepted.
As part of our service, we will keep you up to date on the progress of your order. You will receive an email confirming that your products have been picked, packed and have left our warehouse.
The card payment process involves both our systems and your bank. If a card payment fails, please double check that you have entered all the card details correctly and that you are using a card which has not expired.
If the payment continues to fail then please try an alternative card for payment.
The card payment process involves both our systems and your bank, and there are various circumstances under which a card payment may be declined.
If your payment is declined and you do not know the reason for this, please contact your bank with your query.
You may wish to try an alternative card for payment.
Shopping
However if you don't have your own credit card or store card or are not of the legal contracting age, you will need to ask a family member or friend to help you by shopping on your behalf.
They will need to register an account in their own name, and submit their card details for payment, but they can select your address for delivery, if different to their account address details, and agree that you accept delivery of the order.
Don't worry though, you can easily return any unwanted products to us for a refund either in-store or online.
You will need to place a new order to purchase additional products. If the second order is received in the same day, we will do our utmost to combine your orders and send to you in 1 delivery.
However, you can easily return any unwanted products to us for a refund. Orders purchased online can also be returned at your nearest Dunns store.
If any product fails to give reasonable wear - due to either defective workmanship or materials we will refund you the purchase price.
For details on how to return your faulty products please see our Returns page.
Please also remember to include your order number within your message as this will help us to quickly identify your order.
Please also remember to include your order number within your message as this will help us to quickly identify your order.
To track your order please Click on the link above and enter in your tracking number that can be found on the order confirmation email that was mailed to you.
Alternatively please contact our Customer Services Team and they will be able to help you track your order.
NB: You will need to have registered an online profile in order to access your order history & invoice. If you checked out as guest you must create an online profile/account with the same email address you used to check out with and your order will be loaded to your profile.
Once you’ve registered your profile, click on the profile icon & navigate through all your orders to find your order number & details.
Click on View and it will load your order number.
You can either print one for the store staff or you can show them your device in-store as proof of purchase and payment.
Promotional FAQS
Please visit the Delivery & Returns Policy page to view a list of Rates depending on your region.
We are however unable to deliver to certain addresses, including Post Office Boxes, Hospitals, Airports, and Prisons.
If you're not around when your order is delivered then the delivery company will return your order to our warehouse and we will make arrangements to deliver again.
Please be aware that you may be charged for delivery for a second or subsequent delivery attempt.
Remember that you can select a delivery address that is different to your address on the account registration form - it may be easier for delivery to take place at your work address rather than your home address, as we do not deliver after normal working hours.
Please remember to include your order number within your message as this will help us speed up the search for your parcel.
However, if you ever need to return a product you can do so within 30 days of receipt either at your nearest store or online.
Simply follow the process below:
When processing an online return please ensure all products remain in their original condition and packaging.
- Click Returns located at the footer of the website.
- Enter the email address used to purchase the original order as well as the order number.
- Please be sure to include the # symbol when entering your Order number.
- Follow the on-screen prompts
Please note that it may take up to 7 working days for a return to be processed once we have received your parcel.
For reasons of health and hygiene we cannot offer refunds pierced jewellery, and underwear/Swimwear
You will be entitled to a refund if the product has not been worn or damaged, and is returned in its original condition, with the original packaging.
Please see the Delivery & Returns Policy .
Please allow up to 14 working days for the amount to appear on your payment card, and if after this time you have not received your refund please contact our Customer Service Team and we will investigate further.
The lay buy is valid for 3 months and you are required to pay a 10% deposit when taking out your lay buy.
Please note Lay-bys are only available in-stores & not online.
Find your nearest Dunns store here.
Account cards can be used online & in-store.
We cannot refund you on a debit card and will need to issue you with cash.
Technical
To help us solve the problem, please include as much information as possible about the difficulties you are experiencing.
Alternately you can contact us via our contact page - click here
If the problem persists please get in touch with our Customer Services Team, via live chat, who will be able to assist you.
Alternately you can contact us via contact page - click here
However, our website is fully Mobile responsive and will work on most mobile devices.