FAQs

Before you place an order with us, especially if it's for the first time, there may be some details you would like to know which you haven't found in our Expert Guides. We've included some of the questions we are often asked to help you know more about the Dorma home shopping experience. If you still can’t find the answer then please Contact Us.

Using a promotional code?
To redeem your promotional code enter the code on the payment page page when prompted. Make sure you type in your promo code exactly as it appears, our system is case sensitive If you do not complete the details of your promo code correctly you won't be able to claim your discount or promotion. You will see details of your saving on your order summary page.

How and when can I contact Dorma?
We're always delighted to answer your questions and our friendly and knowledgeable Customer Service Advisors are available to you on 08449 80 00 11 8am–6pm Monday–Friday, 9am–5pm Saturday and Sunday.

How can I find my nearest Dorma Stockist?
Our Store Finder is really easy to use and it will give you the number to call your chosen store directly, or you can call 08449 80 00 11 to ask for details of your nearest stockist.

I live overseas. Does Dorma deliver outside the UK?
Unfortunately, we are not currently able to deliver our products overseas, however, we are working towards making this service possible for our customers in the coming months.

I live in the Channel Islands so can I claim VAT back?
To make it really easy for you, simply call 08449 80 00 11 to place your order and the VAT will be deducted at the time of ordering. Or if you have already ordered online please call us and we will arrange for your card to be credited with the VAT.

How can I pay for my order?
We accept the major credit and debit cards: Maestro, Visa Debit, Visa Electron, MasterCard and Visa Credit.

How do I use a promotion code on your site?
If you have a promotion code to use on the Dorma website, simply shop as normal on the site, and when you reach the basket page before going through our online checkout, enter your code in the promotion code box at the top of the page and press the green 'Apply' button. Providing the promotion code you have entered is still valid, and your order qualifies for the promotion, the code will be applied to your order and the relevant discount or offer will be applied to your order. Please note that promotion codes are case sensitive, so enter them with care.

Can I change or cancel my order?
Once placed, your order cannot be changed, however, if you call 08449 80 00 11 immediately, we can cancel the order if it has not already been sent to despatch and if it is not ‘Payment Approved’. You can check the status of your order at any time by clicking ‘My Account’ and entering your registered Username and Password. Click 'Continue' and then click on ‘Order Status’. You'll find an explanation of what the order status means on our Order Tracking page. You can then re-order with any changes you wish to make.

Where is my order and when will it arrive?
Our Delivery page will give you full details of the delivery process. Our Standard Delivery is within 5–7 working days from placing your order, beds and furniture orders are within 14 working days. There may be exceptions to this depending on where you live. For full detailed delivery information, please see our Terms & Conditions.

Will my parcel be left if I am not at home?
To ensure the safety of your order, all our deliveries require a signature. If you are not available at the time of delivery a card will be left for you to arrange a more suitable date and time.

What delivery services does Dorma offer?
We offer Standard Delivery (5-7 working days) for most items. For larger items we send a 2 man delivery service, who will carry large items such as beds and furniture to a room of your choice. We will require your phone number (mobile) to arrange a suitable day for delivery.

How much does delivery cost?
Standard Delivery is £3.95, Beds & large furniture £24.95.

Who will contact me to arrange delivery?
Once you have received an email confirming the despatch of your order, our courier will deliver within 48 hours. No further contact will be made, except in the case of Beds & Furniture when we will call you on your mobile to arrange a suitable day for our 2 man delivery team to deliver and carry the items to the room of your choice.

I've not received all of my order?
When we despatch your order we send you a confirmation email which will list any outstanding items which are to follow. If there are no outstanding items indicated on your email please contact us on 08449 80 00 11 so we can check for you.

What should I do if I need to make a return?
We hope you will be delighted with all your purchases from Dorma but if you do need to return any items, you will find full details of how to do so on our Returns page which also explains which items are exempt from our standard returns policy. Before returning any item, please contact our Customer Service Advisors on 08449 80 00 11 for a returns authorisation number and instructions on how to make your return.

Are returns free?
Yes. Unlike many home shopping and online retailers, we do not charge for returns. It is FREE to make a return to Dorma so you can order online, any time with absolute confidence.

How can I exchange an item?
In the unlikely event that you receive an item that is faulty, please contact us on 08449 80 00 11 and we will arrange to exchange it for you. Unfortunately we are unable to exchange an incorrect item for an alternative item, but you may cancel your order and return the item to us for a refund in line with our Returns policy and then order the item of your choice as a new order.

How long does it take to get a refund?
We will refund the debit or credit card you used to purchase the goods within 3 working days of us receiving the goods back into our warehouse. It may take a little longer to reach your account depending on how quickly your credit/debit card company processes the refund.

I have a technical problem using the Dorma website - who can help me?
Please call 08449 80 00 11 8am–6pm Monday–Friday, 9am–5pm Saturday and Sunday and we'll be delighted to help as best we can.

Is the Dorma website secure?
Our website is a secure site using a SSL EV certificate. All the information transmitted between you and us is encrypted for maximum security. For full details see security in our Terms & Conditions.

Will my registered details be shared with anyone else?
At Dorma we do not share your details with third parties. Any time you wish to have your details removed please contact our Customer Service Advisors. For full details see our Privacy Policy.

How do I unsubscribe from emails?
Click on the 'Sign In' or 'My Account' link at the top of the page and enter your registered ‘Username and Password’, click Continue and select to change your ‘Personal Settings’. Under the email information, untick the box indicating you wish to receive updates. This will unsubscribe you from receiving any marketing emails.

I've forgotten my password. What should I do?
Click on the 'Sign In' or 'My Account' link at the top of the page.
Click on the 'Forgotten your password' link under 'Returning customers'.
Enter your Username (registered email address) and click on the 'Send me my password' button.
A Confirmation message will be displayed that a new password has been sent to your email address. Click on the 'Continue' button.
The Change password page will be displayed - For 'Current password' enter the password sent to you by email, then enter your own choice for a password in the 'Password' and 'Confirm password' boxes. Click on 'Continue'. You are ready to continue shopping and/or proceed to checkout.

How do I change my delivery address?
Click on the 'Sign In' or 'My Account' link at the top of the page.
Click on 'Address Book' from 'My Account' page.
Your list of addresses will be detailed. If the address to be changed is the default address, then click on the 'change it here' link next to the address. For all other addresses click on the 'Change this address' button next to the address to be changed.
Change the address details by either entering the postcode and clicking on 'Address Lookup' to find the address details or by typing in the details of the new delivery address. Click on 'Save changes'.
Your delivery address has been changed.

How do I update my credit card information?
Click on the 'Sign In' or 'My Account' link at the top of the page.
Click on 'Personal Information' from the 'My Account' page.
Scroll down to 'Payment Information' and change your credit card information.
Click on 'Continue'. Your card details are updated.

How do I add a new delivery address?
Click on the 'Sign In' or 'My Account' link at the top of the page.
Click on 'Address Book' from the 'My Account' page.
Your list of addresses will be detailed. Click on the 'Add a new address' button.
The 'Add Address' page will be displayed. For the address details, either enter the postcode or click on 'Address Lookup' to find and enter the address details or enter new delivery address manually. Complete all other details and click on the 'Save changes' button.
Your new delivery address has been added and means you can send gifts direct to friends and family.

How do I add a New Card?
Click on the 'Sign In' or 'My Account' link at the top of the page.
Click on 'Personal Information' from the 'My Account' page.
Change your payment details, as required.
Click on 'Continue'.
Your details are updated

How do I change my name, email or password?
Click on the 'Sign In' or 'My Account' link at the top of the page.
Click on 'Personal Information' from the 'My Account' page.
Change your details, as required.
Click on 'Continue'.
Your details are updated.

What is a wishlist?
A wishlist is a clever way of saving a list of your favourite items which you can use to send to friends and families as a hint for birthdays and Christmas, use as a really easy way to circulate a wedding list or as a reminder of items you want to pop back and purchase at a later date.

What is Dorma’s refund policy?
We are happy to refund items within 28 days of purchase if they are returned to Dorma in original, saleable condition. Refunds can only be credited to the credit card holder's account used to make the original purchase. See our Returns page for more details or call 08449 80 00 11 for advice.

Information

• FAQs