Returns

If you change your mind about an item that you've ordered, you are welcome to return it inline with our 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging where applicable. You’ll also need your order number as proof of purchase.

To start a return, you can contact us at online@debra.org.uk. Please note that returns will need to be sent to the following address: 

DEBRA Merrow
209 Epsom Road
Guildford
Surrey GU1 2RB

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  If you are returning an item due to a change of mind, you will need to pay the returns postage.

You can always contact us for any return questions at online@debra.org.uk.

Please inspect your order on receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at online@debra.org.uk.