Secure Online Payment
- All prices include VAT (where applicable).
- We accept online payments in a secure environment by credit/debit card, or via UK-registered PayPal accounts. We accept all major credit and debit cards, with the exception of American Express.
- When your order’s confirmed, only the last four digits from your credit/debit card will be revealed.
- Customer security is our highest priority, and we’ve invested in 3D Secure to give you complete peace of mind.
- 3D Secure is a security measure that gives online payments an additional layer of protection. This extra step before you complete your order protects your card from fraudulent use online.
- When you submit your card details, you may be directed to an authentication page on your card provider’s website. Authentication could be via a one-time password or a face/fingerprint scan (if you’re using a mobile). Authentication pages are on your card provider’s secure servers, and Dunelm won’t be able to see or access this information at any stage.
Interest-Free Credit from Creation
- Available when you spend £300 or more online, on products priced at least £100 each*
- No hidden charges
- No arrangement fees
- No deposit required
- Dunelm is a credit broker not a lender.Credit is subject to status.Credit is provided by the lender Creation Consumer Finance Ltd.
- T&Csapply
*To be able to apply for interest-free credit, every item in your basket must be priced £100 or more, with a minimum basket value of £300. If your basket contains items that cost less than £100 each, you’ll need to buy these separately.
Representative examples of interest-free credit:
Creation Interest-Free Credit: Frequently Asked Questions
Who is Creation?
Creation is Creation Consumer Finance Limited.
Creation issues personal loans and retail finance directly to customers on behalf of Dunelm and many other high street retailers.
Who can apply?
For Creation to consider your application
You need to be:
- 18 or over
- a UK resident for a minimum of 3 years
You need to have:
- an annual income of £10k or more*
- a valid email address
- a mobile phone number
- a valid ID such as a UK driving licence, passport or recent utility bill dated in the last 3 months
- a UK bank account which accepts direct debits
*Creation will take into consideration joint income if you’re married, living with a partner or in a civil partnership. Acceptable forms of income are employment salary, self-employed salary and dividends, pension, disability living allowance, employment and support allowance and personal independence payment.
Application process
Are there hidden costs, other interest charges or arrangement fees when applying for credit with Creation?
No – there are no hidden costs, interest charges or arrangement fees.
If I don’t e-sign the Creation agreement immediately, could my initial delivery dates change?
Yes. You have up to 30 days to sign your contract so the delivery dates you may have seen during your purchase may now be in the past. When you do e-sign your contract, you will then receive a confirmation email that will show accurate delivery date(s).
Could my credit score be affected by applying for credit?
If you choose to apply for credit, credit and identity checks will be carried out on you, using one or more credit reference agencies.If you check your eligibility (but before you would be offered credit) Creation will carry out a soft credit check or ‘soft search’. This will allow Creation to see details from your credit report to allow them to make a decision based on your financial situation. This will not affect your credit score.If you are eligible and you continue your application, a hard credit check will be carried out. This will be seen by other lenders and may affect your credit score.
Can I cancel the agreement?
Yes you can – there’s a 14-day cooling off period during which time you have the right to cancel the credit agreement. Please refer to Creation directly to discuss your rights to cancel your agreement. If you use your right of withdrawal from the agreement this will not cancel your purchase and therefore you will still be required to pay for goods already dispatched.
What products can I buy from Dunelm using interest free credit from Creation?
Selected products that cost £300 or more each (excluding any delivery charges) can be purchased if you are eligible for interest free credit from Creation. In addition, if you spend £300 or more on selected products that cost £100 or more each, these can also be purchased if you are eligible for interest free credit.
If your basket contains items that cost less than £100 each, the option to check your eligibility and apply for credit from Creation will not be available. In this situation, to be able to apply for interest free credit, please remove any items that cost less than £100 from your basket, ensure your basket total is £300 or more and continue to check out.
How much can I borrow?
The amount you can borrow is subject to eligibility checks by Creation Finance.
Managing my credit agreement
Can I make larger monthly payments and/or pay the loan off early?
Yes – you have the option to repay the credit early in full or in part at any point during the contract.
How can I see and manage my payments and credit agreement?
After a successful application, you’ll be sent details so you can register online with Creation to access their Online Account Management service, so you can:
- Make payments
- See your balance
- View a statement
- Make additional payments
- Pay off your balance early
- Update your contact details
- Change your direct debit date
You can also pay by phone and by bank transfer.
What happens if I miss a repayment, or a repayment is late?
If you fail to make one of your repayments you will incur an additional £30 fee. This will also apply if you pay late or your direct debit fails. The maximum late fees you will incur are £60 in any 12 month rolling period. No interest will be applied to fees. Fees are applied to customer accounts within the first 30 days of the account falling into arrears.
Full details on fees and charges are set out in your credit agreement.
What important information do I need to know about repayments?
The interest free credit will be repaid over 12 months.
Creation will collect your first payment around one month after you place your order, using the Direct Debit details you provided when applying. Equal monthly payments will then be taken for the length of the agreement. If your delivery takes longer than one month to arrive, your first repayment will be at the end of the month in which you receive your goods.
And it’s important to note that you will not be charged additional fees or any type of interest if all payments remain up to date.
Returning an item / Refunds
Can I return or arrange a replacement for a faulty or damaged item?
Yes - If your item is faulty or damaged you can use our Replacement Process.
Please note that should you return or exchange items, for any reason, or should Dunelm cancel items due to stock availability the remaining value of your order must be higher than 10% of the original credit agreement.
What happens if I buy multiple items from Dunelm using a credit agreement from Creation and require a refund for just one of the items?
If the item you request a refund for makes up less than 90% of the order total or outstanding balance, a refund can be issued for just that item. If the item you request a refund for accounts for 90% or more of the order total or outstanding balance of the credit agreement, Dunelm will ask you to either:
1. Pay by another means for the remaining item(s) you wish to keep that make up 10% or less of the total order value.
Or
2. Return eligible items purchased using that credit agreement in order to receive a refund. This is due to our credit provider Creation not being able to honour the original credit agreement in this scenario.
What happens if I return one item from a larger order, or Dunelm can’t supply all the items I ordered after I’ve signed the credit agreement?
Creation will shorten the payment term for your loan to reflect the reduced amount owed, but the monthly payment amounts will stay the same.
Questions and concerns
Where can I get information to help me with budgeting?
This tool from Citizens Advice can help you work out what you’re earning and spending:
Who do I contact with questions or concerns about my credit agreement?
If you have a query or complaint about your credit agreement, you can contact Creation Consumer Finance directly:
By phone: 0371 402 8905
(Lines open 8.30am-5.30pm Monday to Friday, 8.30am-5.00pm Saturday)
Calls may be recorded. Calls are charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.
In writing:
Creation Customer Resolution
Chadwick House
Blenheim Court
Solihull
B91 2AA
General
When can I obtain a VAT receipt?
A VAT receipt can be requested from Dunelm when your order has been completed and payments on your credit agreement have begun. If you require a VAT receipt this can be downloaded by navigating to 'All Orders' within 'My Account', selecting the order you require a VAT receipt for and selecting the 'Download VAT Receipt' link at the top of the order. Your invoice will be downloaded to your device in PDF format.
If you have not registered with Dunelm, please try Live Chat and have your order number at hand.
How do I contact Dunelm about my order?
You can contact us via our Contact Form.
If you would like to contact Dunelm about an order you have made with a credit agreement from Creation Consumer Finance:
By phone: 0344 3460020
By email: consumercredit@dunelm.com
By post:
Customer Service Address
Dunelm Direct
Green Street
Radcliffe
Manchester
M26 3ED
Dunelm Registered Office
Dunelm (Soft Furnishings) Ltd
Watermead Business Park
Syston
Leicestershire
LE7 1AD
Dunelm (Soft Furnishings) Ltd, acts as a credit broker and not as a lender and is authorised and regulated by the Financial Conduct Authority, registration number 740239. Credit is provided by the lender Creation Consumer Finance Ltd. Subject to status. Credit subject to status for UK residents aged 18 or over.
How do I contact Creation?
If you have a query or complaint about your credit agreement, you can contact Creation Consumer Finance directly:
By phone: 0371 402 8905
(Lines open 8.30am-5.30pm Monday to Friday, 8.30am-5.00pm Saturday)
Calls may be recorded. Calls are charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.
In writing:
Creation Customer Resolution
Chadwick House
Blenheim Court
Solihull
B91 2AA
Spread the Cost Options
PayPal Pay in 3
PayPal Pay in 3 is an interest-free loan that lets you split the cost of your purchase into three payments. The first payment happens at the time of the purchase, with subsequent payments due every month on the same date. It’s a simple way to spread the cost of larger items or cover emergencies, and it’s a helpful tool to manage your budget more effectively. Please note that Pay in 3 is a form of credit, so you should carefully consider whether the repayments are affordable, and the possible impact to your credit score. Its use may make credit less accessible or more expensive for you and it may not be suitable for everyone.
Pay in 3 eligibility is subject to status and approval. 18+ UK residents only.
If you choose PayPal Pay in 3 as your payment method when you check out with PayPal, you’ll be taken through the application process. You’ll get a decision instantly. Please note, credit decisions are based on PayPal’s data and Dunelm are not responsible for any decisions regarding the issuing of credit.
PayPal Pay in 3 is an option for eligible purchases between £30 and £2,000
For more information,visit PayPal's Pay in 3 FAQ page.
Pay with Klarna
Klarna lets you split the cost of your purchases. You now can spread the cost of your orders over three payments with Pay Later in 3.
Pay in 3 instalments
You can choose to pay in 3 instalments - interest-free - using Klarna when you spend between £30 and £2000.
You will receive an email from Klarna when your payments are due, paid and your balance is settled.
Klarna Pay in 3 Terms and Conditions klarna.com/uk/terms-and-conditions.
If you choose Klarna as your payment method, you will be taken to the Klarna website. You will be taken through the application process and you will need to provide a mobile phone, email address, billing address and a debit or credit card. You’ll get a decision instantly. Please note, credit decisions are based on Klarna’s decisioning engine and Dunelm are not responsible for any decisions regarding the issuing of credit.
Please spend responsibly. Ensure you can afford to make your monthly repayments on time.
Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.klarna.com/uk/terms-and-conditions.
Klarna Frequently Asked Questions
Who is Klarna?
Klarna is a payments service that helps you buy the things you want or need. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores.
How does Pay in 3 instalments work?
Klarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.
Am I eligible for Pay in 3 instalments?
You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3 instalments. When you choose Klarna they will also check the information you provide and your financial situation.
Can I have multiple Pay in 3 instalments orders at the same time?
Yes, you can. If you see Klarna Pay in 3 instalments when you go to an online checkout then Pay in 3 instalments is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.
What does Klarna consider when reviewing my application?
Klarna offers Pay in 3 instalments based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 3 instalments before does not mean it will be offered for every order. In turn, if your application for Pay in 3 instalments is denied, it does not mean it will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to purchase something using Klarna’s Pay in 3 instalments, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.
Will a credit search take place?
When you use Pay in 3 instalments, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.
How do I make repayments to Klarna?
Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Dunelm. All transactions take place through connections secured with the latest industry standard security protocols.
How do I know Klarna has received my payment?
Klarna will notify you by email and push notication when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens if I don’t pay for my order on time?
Pay in 3 instalments is a credit product and you are required to make your scheduled payments to Klarna. If Klarna is unable to collect your payment on the scheduled due date Klarna will make a further attempt to automatically collect payment seven days later. Should this next payment attempt fail, Klarna will make a final attempt to collect payment seven days later. They may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.
What happens if I don’t pay for my order?
If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future.
Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.
I've received a statement, but I've not yet received my goods.
If you have not received your goods please call Dunelm to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens if I cancel or return my order?
As soon as Dunelm has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.
I have asked for a refund. How will I be refunded?
Refunds will be issued back to the debit or credit card which was originally used at checkout.
What happens to my statement, when I have returned the goods?
Once Dunelm has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
What happens to my statement when I have returned part of my order?
Once Dunelm has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will see all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
Klarna’s Pay in 3 instalments credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.
VAT Receipt
Can I have a VAT Receipt for my order?
If you require a VAT receipt this can be downloaded by navigating to 'All Orders' within 'My Account', selecting the order you require a VAT receipt for and selecting the 'Download VAT Receipt' link at the top of the order. Your invoice will be downloaded to your device in PDF format. If you have not registered with Dunelm, please try Live Chat and have your order number at hand.
