Returns & Refunds

 

How do I return an item?

You can return items for free with in 28 days of receiving them. Log in to your DEICHMANN account. Under My Orders you can see items you have ordered. Mark all articles you want to return with a check mark and provide the reason for your return. With your return confirmation you will receive a returns label to print out for your parcel. You can then take your parcel to your nearest Collect plus point/Post office branch:

Alternatively, raise and print a free post returns label, from either link below, as shown on your order paperwork – with either option you are required to fill out and send back the Returns Form you received with your order.

Royal Mail returns label

https://www.royalmail.com/track-my-return/create/353

Collect + returns label

www.collectplus.yodel.co.uk/Deichmann

For full instructions, please log into the website of your choice.  


What if I am unable to print a label at home?

Please use the Royal Mail option to produce your returns label, the email you receive from them will contain a QR code (like a barcode approximately halfway down the email) which the Post Office are able to scan from your smart phone to process your return.

Returns for guest orders:
If you've ordered as a guest you can arrange a return here. The return postage is also free. 
Just enter your order number (Enter without the "#", order number can be found in the order confirmation E-mail you were sent) and the E-mail that you made the order with.
 

What should I do when sending a return?

Please take note of the following:

• Items must be completely unused, in original condition and in original packaging.     
• Each returned item must have its correct individual Return Slip with it.     
• Please return the item(s) within 28 days.       
• Please allow up to 14 working days for delivery to us, internal processing, and then transfer of funds to original payment.     
• Please keep safe the 'Proof of Postage' (Royal Mail), or 'Parcel Receipt' (Collect Plus). These will be needed in the event of a claim.     
• You can ring our Call Centre on 01858 468546, should you have any issues. (Mon - Thurs 8:30 - 17:00, Fri 8:30 - 16:30)
 

How will I know my return has arrived?

We will send you an email as soon as your return has been processed. 

Do I have to pay for the return?

No, returning items to Deichmann is completely FREE when you use our Post Office and Collect Plus services.
Alternatively, you can return your item to any Deichmann store for a full refund or exchange.  Please ensure you take a copy of the Returns Form along with you.  Find your nearest store here:
https://stores.deichmann.com/gb-en/index.html
 

Can I exchange an item when I am returning using Royal Mail or Collect Plus? 

No, the only way to exchange your item is to return it to a store; our warehouse is unable to process exchanges.
 

How and When will I get my money back?

Returns can take up to 14 working days from dropping your parcel off, to be received, checked, and processed through our warehouse. Please keep safe the Proof of Postage Parcel Receipt you will receive from the Post Office or Collect Plus as this will be needed in the event of a claim. If you check tracking and your parcel has been received at our warehouse, please still allow the standard time for your refund to be processed. You will receive email confirmation when your refund has been processed. Your refund will be paid back into the account of your original payment method.
 

What if my item is faulty?

For online orders - If an item has developed a fault within 28 days of purchase, please use the same returns process as above and mark the returns paperwork that the item is faulty for a refund.  If the fault arises after 28 days, please email service-uk@deichmann.com or call our UK based customer service team on 01858 468546 between 9am and 5.15pm Monday to Friday.

For items purchased in store – please return the item to any Deichmann store ensuring you have your original receipt or a copy of your proof of payment for the store to assess. Find your nearest Deichmann store here: https://stores.deichmann.com/gb-en/index.html
 

Where can I find a returns label?

Please raise and print a free post returns label, from either link below, as shown on your order paperwork – with either option you are required to fill out and send back the Returns Form you received with your order.

Royal Mail returns label

https://www.royalmail.com/track-my-return/create/353

Collect + returns label

www.collectplus.yodel.co.uk/Deichmann