Frequently Asked Questions

Do you have a question about your order or Damart's services?

Before sending us a message, you may find the answer to your question below where we've listed answers to the most common queries.

• Contact Us

  By Email:
  If you have a query or a question please email us at customerservices@damart.com. We aim to reply within 24 hours but usually much quicker.
  
  If you do not receive a reply from us please double check your junk mail inbox. If we have managed to slip into your junk inbox please click 'Mark as safe' and our emails will then appear in our normal inbox.
  
  By Phone:
  To place an order call our UK Contact Centre on 0871 200 9000*. If you have a query which relates to your Damart Select Personal Account such as a return or payment not showing on your personal account statement, to set up or amend a Direct Debit, or to change personal account details you can email us at customerservices@damart.com or call call 0330 123 5429 between 09:00 - 17:00.
  
  * Calls cost 12p per min plus your telephone company's network access charge.

• Orders

  1) - How can I place my order?
  Online or by calling 0871 200 9000 between 8am – 8pm, seven days a week
  
  Or by post at Damart, Bowling Green Mills, Bingley, West Yorkshire, BD97 1AD. Please remember to quote your offer code when you order to receive your latest promotional offer.
  
  2) - Missing or Incomplete orders
  If your order is incomplete, please bear in mind that products may be sent out in multiple parcels if stock isn't available for every item at once, and so may arrive separately.
  
  You will see some of our items, such as bedding and rugs, are despatched directly from our supplier so can take a little longer. Please allow up to 28 days, items usually arrive much sooner. You may want to move this to the FAQ's section?
  
  3) - Damaged orders
  For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team, or call us on 0330 123 0842 9am – 5pm, Monday to Friday.
  
  4) - Where is my order?
  We're sorry if one of your items has not been sent as expected. If all the items on your order are in stock, we aim to deliver within 7 days for standard delivery, but it's often much sooner. Express delivery orders placed on Monday will be delivered Wednesday, Tuesday orders will be delivered on Thursday, Wednesday orders on Friday, Thursday orders delivered on Saturday, Friday orders on Tuesday and Saturday / Sunday orders are delivered on Wednesday.
  
  If we have your email address when you order we can send you delivery updates straight into your inbox.
  
  Please contact us at customerservices@damart.com or call 0330 123 0842 between 09:00 - 17:00 if we can help further.
  
  5) - How do I cancel my order?
  Orders placed online are processed straight away and may already be at our warehouse being packed. Therefore we are unable to cancel any orders unless an item(s) is still out of stock. If you would like to cancel an out of stock item please email us at customerservices@damart.com stating your order number and the item you wish to cancel and we will confirm if we are able to cancel the item for you. We aim to reply within 24 hours but it's often much sooner. If you paid by credit or debit card, personal account or by Direct Debit, you will not be charged for the cancelled item(s). If you paid by cheque you will receive a refund within ten working days of us confirming the cancellation.
  
  6) - How do I use 'Quick Order' and what is it for?
  "Quick Order" is designed to make it even quicker and easier for you to place your order if you already know the item reference number(s).Visit www.damart.co.uk/shop for more details.
   

• Returns and Exchanges

  7) - How do I return an item(s) for a refund?
  We want you to enjoy total peace of mind when you shop with Damart and understand that you may occasionally need to return an item. You can do this through one of the following ways: - You can book a courier collection with us by calling 0871 200 0652* and we will arrange for our Hermes courier to collect your parcel from any address you wish for £3.99. If you have a personal account you can always email us at customerservices@damart.com to arrange the collection, allowing us a minimum of 48 hours notice, The refund collection charge will be deducted from your personal account refund. To do this we will need your order number, the date you would like the parcel collected, and the address for collection.
  
  - Online: Alternatively you can book a courier collection online by selecting 'Delivery & Returns' at the bottom of the page and click on 'Arrange myHermes return'. You can arrange it directly with our courier service by logging onto www.MyHermes.co.uk/returns/damart. A courier will collect your parcel from £2.99. You can take your parcel to any ParcelShop providing that you have booked it in advance by selecting the 'Drop off at a myHermes ParcelShop'. For all these options you will need access to a printer to print the returns collection label.
  
  - You can take your parcel to any Post Office. Remember to get a proof of posting which are provided free of charge. The Post Office charge for this service.
  
  If we have your email address we will let you know when we have safely received your return.
  
  8) - How do I exchange an item(s) for a refund?
  You can arrange an item exchange by returning the unwanted item and indicating on the returns form the item reference number you wish to be sent in exchange. If the item you wish to have in exchange is of a higher value please remember to enclose the additional payment. If the item value is lower we will send you a refund within 10 days if you paid by cheque or giro, or credit your personal account if you paid on account.
  
  Providing the item is in stock you will receive your replacement order within 7 days of us receiving your request. If it's not in stock we'll email you immediately if we have your email address, or, if not, we'll write to you to let you know.
  
  Please contact us at customerservices@damart.com or call 0871 200 9000* if you would like to re-order.
  
  *Calls cost 12p per min plus your telephone company's network access charge.
  
  9) - How long will it take for a return to show on my account?
  It normally takes around 10 working days for your account to be credited. If you enter your email details when you place your order, we are able to send you an email a soon as we receive your returned items.
  
  10) - How can I make a complaint about the service from my courier?
  We welcome any feedback about our courier delivery service. You can email us at customerservices@damart.com or alternatively call us on 0330 123 0842

• Offers

  11) - Where is my free gift/discount?
  If you have been offered a gift or discount in a promotion, you will have also been issued with an offer code. Details of this free gift or discount will be shown in the promotion received.
  
  12) - How can I see that my Offer Code been applied to my order?
  If you have quoted your offer code during the checkout process, the free gift/discount will show in your basket before you place your order and within the order confirmation received.
  
  13) How do I claim a multibuy offer?
  Within our product range we offer a multibuy discount on selected items. This will show in your basket once you have ordered the minimum required for the offer. The correct multibuy price will apply automatically once all the products are in the basket. You do not require an offer code for this promotion.
  
  14) - How do I receive offers?
  If you would like to receive discount promotions from Damart, please sign up to our email newsletter here.

• Stock

  15) - How can I find out if an item I want is in stock?
  If an item is out of stock, it will tell you on the website and you won't be able to order them online. You can contact us with the reference number, size/colour of item and we can check if further supplies will come in.
  
  16) - Where can I find more information about the sizing and fit of your items?
  If you click on the item you require, underneath the size selection, it will say "size guide". All the information will be on there for you.
   

• My Account

  17) - Why aren't all my account details showing when I log in?
  If this is your first visit after registering as a customer you will need to enter your 10 digit customer number when prompted on 'view statements'. This will take around 24 hours to update with your Damart account details. If you are experiencing any issues with your account details please contact us at customerservices@damart.com.
  
  18) - How do I change my address?
  Simply visit the "my account" section on the website and click into the "your personal details" area. Alternatively contact us at customerservices@damart.com
  
  19) - How do I change my password?
  Click on "forgotten password" we will then automatically send you an email to reset your password. Alternatively, click on "contact us" to request a new password and we will then do this for you and send you confirmation by email on how to log into your account and choose one of your own.
  
  20) - My password has been reset - why isn't it working?
  Ensure the password is an exact match to the new password you have created, with the same upper and lower case letters.
  
  21) I would like to write a product review
  We use real customer product reviews to help advise other customers during their purchase. If you would also like to write a product review on a recent purchase, you will be able to do this once you are logged in to your online account. Details on how to do this can be found on the product page or within your account area. Please direct all service reviews and comments to our customer service team who will be able to act on these more promptly.
   

• Payments

  22) When is my payment/statement due?
  Each 4 week period you will be sent a statement which will include your total balance. You must pay the minimum amount due by the date specified on your statement to avoid going into arrears.
  
  23) - Can I make a payment online?
  If you have a Damart Select personal account, you can make payments online towards your balance. When you click 'My Account' there is an option to 'Make A Payment', please follow the on screen instructions and fill in all required information.
  
  24) - Has Damart received my payment?
  If we have your email address we will email you as soon as your payment is received. Alternatively you can check using 'My Account'. Online payments can take up to 30 minutes to show, you can view your account to check if the payment has been accepted. Payments sent via post (cheque, giro or postal order) can take up to 14 days to show on your account. We aim to credit them to your personal account within 48 hours but it might take a few days for them to arrive through the post. You can contact us at customerservices@damart.com to check if we have received your payment or call the 24 hour automated payment and balance enquiry line on 0330 123 5428.
  
  25) - How can I change the date of my Damart direct debit?
  You can set up, amend or cancel a Direct Debit at anytime by contacting us at customerservices@damart.com or by calling 0330 123 5429. You can choose to pay either the minimum amount due on your statement, a fixed amount or the full amount. We will always confirm any changes we agree with you in writing and the amount due to be taken will appear in advance of the due date and will show on your personal account statement.
  
  26) - Are payments through the Damart website secure?
  Yes. We take security very seriously and only use the most up to date security services. Our website is secure for online payments and is regularly checked for viruses. To find out more, click here.  

• General

  27) - Can I place or enquire about an order on someone else's behalf?
  Orders can be placed online for a friend or relative if you have their permission. We are unable to disclose any information regarding another customer's order / account due to Data Protection unless we receive a letter or telephone call from our customer giving their permission i.e unless we have their 'explicit consent'. Alternatively, if you have Power of Attorney, a copy of this would be sent to us along with a covering note. If easier you can email this to us at ukcreditmail@damart.com.
  
  28) - How can I close down an account?
  If you would like to close your Damart Select personal account please email us at customerservices@damart.com or call 0330 123 5429 anyday between 9.00 - 17.00.
  
  29) - How can I unsubscribe from your mail or email offers?
  To unsubscribe, please click the unsubscribe link at the bottom of any email promotion, please allow up to 7 days to take effect. However, if you continue to receive emails after 7 days we'll be as disappointed as you so please get in touch via email at customerservices@damart.com.
  
  If you are still receiving catalogues through the post and would like us to stop sending them please email customerservices@damart.com and we will make sure we don't print anymore. Since mailings are packed ahead of time they can take up to 30 days to stop being delivered.
  
  30) - Are my details secure on the Damart website?
  Yes. We take security very seriously and only use the most up to date security services. Our website is secure for online payments and is regularly checked for viruses. To find out more, click here..
   

• How to make a complaint

  31) How to complain about your Damart Select Personal Account.
  
  If you have a problem with the operation of your personal account. For example, a personal account opened without your consent, or failing to receive a statement.
  
  Please follow each stage in our complaints policy, click here to view
  
  32) How to complain about a product or service.
  
  If you are unhappy with any aspect of the products or services we provide, please let us know so we can do our best to resolve matters for you.
  
  Please follow each stage in our complaints policy, click here to view