Frequently Asked Questions
Got any questions about your order or our services? No problem. We’ve put the answers to lots of things people ask us right here. Have a browse, you might find what you’re looking for. If not, you can get in touch with our team or we have a live chat online so you can ask us anything there.
HOW TO GET IN TOUCH
Simply send your query to customerservices@damart.com and we’ll do our best to reply within 24 hours, if not sooner.
If you don’t get an email back, check your junk mail as it might have strayed there. If that’s where it’s hiding, please click ‘Mark as safe’ and any more emails from us will go straight to your inbox.
ORDERS
There are three ways.
Online, by shopping on our website.
Calling us on 0871 423 0000 between 8am and 8pm, seven days a week. Yes you can order on a Sunday.
Or by post, at Damart, Bowling Green Mills, Bingley, West Yorkshire, BD97 1AD. Remember to write down your offer code on the order form so you don’t miss out on our latest offer.
Something not arrived in your order? Don’t worry. If part of your order is out of stock at the time, it might land on your doorstep a few days later. Also, bigger items like bedding and rugs are sent direct from our supplier and can take up to 14 days.
You can check anything about your order by emailing us at customerservices@damart.com or calling 0330 123 0842.
It’s pretty disappointing when something arrives damaged. That’s why we’re quick off the mark to arrange free courier collection or send you a free returns label so you can get it back to us asap. Just email customerservices@damart.com or call 0330 123 0842, have your order number ready and we’ll sort it.
We’re really sorry if one of your items hasn’t been sent with the rest. If all the things you ordered are in stock, we aim to deliver within 2-5 days for Standard Delivery, but it's often much sooner.
We’ll email you delivery updates if we have your email address.
Please get in touch at customerservices@damart.com or call 0330 123 0842.
It’s ok, we all change our minds. Orders made online are tricky as they’re processed straight away and could already be at our warehouse being packed. So, unless the order is out of stock we can’t cancel it. Sorry.
You can email us at customerservices@damart.com to see if your order’s in stock and if we can cancel. We do our best to reply within 24 hours. If we can cancel and you paid by credit or debit card, Personal Account or Direct Debit, you won’t be charged. If you paid by cheque we’ll refund it within ten working days of us confirming the cancellation.
But don’t forget, you can always return the whole order to us if you change your mind.
Yes. Just pop to our catalogue page, leave your details and we’ll get one on its way. It usually takes up to 10 working days. You can also call us for free on 0800 587 6020 and one will be winging its way to you.
Quick Order is great when you know exactly what you’d like and what its reference number is. So if something caught your eye in a magazine advert or a newspaper, it’s really fast to order directly. Have its reference number ready. To find our more, take a look here.
DELIVERY
The Channel Islands are not part of the UK for VAT purposes, so orders going to the Channel Islands are treated as zero-rated exports.
However, the total amount that you pay for your order will not change. This is because we consider the costs of doing business across all of the markets we operate in, and price our products based on a variety of commercial market factors. This means our customers experience a single sales price around the world, regardless of where they shop with us.
EASY WAYS TO PAY
Don't worry. We know times are tricky. There are a few other ways for you or someone in your family to pay:
• Call our 24 hour self-service line on 0330 123 5428.
• Pop online using My Account at damart.co.uk
• Try bank transfer using these details. Sort code 30-00-00. Account 02390310.
• Please remember to put your account number as your reference.
• Or you can set up a Direct Debit, by calling us on 0330 123 5429.
If you’re feeling a bit overwhelmed by payments, please get in touch. Call us on 0330 123 5429, 8am to 8pm, seven days a week or email customerservices@damart.com. We’re here to help and support you.
RETURNS AND EXCHANGES
If you don't love your order, it's ok. Returning it is a breeze. Returns start from £2.99. Simply choose from one of the options below.
To qualify for a refund you must return the correct goods, including any free gift(s), within 14 days from the day after the date you told us you want to cancel. Any additional charges, such as Express Delivery, are non-refundable. We aim to refund any goods returned to us within 14 days after the day we receive the goods back, or (if earlier), the day on which you provide sufficient evidence of having sent the goods back to us. Returns can take up to 14 days to show on your statement or bank account, from the date you posted it or from its collection.
When you return the goods to us, either by using any of the methods offered by us or if you choose to return the goods to us yourself, please keep a receipt or other evidence from the delivery service that proves you have sent the goods back to us and when you sent the goods back. If you don't do this and we don't receive the goods at all or within a reasonable time we will not be able to refund you for the goods.
The refund will be credited to the payment method used:
your Damart Personal Account, your credit/ debit card or refund cheque as appropriate.
- If you added the item to your Damart Personal Account, the refund will be reflected in your next monthly statement.
- If you have a balance outstanding, the amount will be deducted from your balance.
- If the balance has already been paid, it will show as a credit on your Personal Account.
Please note: if you provide us with your email address then we can email to tell you we have received your returns.
Evri Parcelshop
You can take your parcel to any Parcelshop. They are open 7 days a week. First, fill in the returns form and put it in your parcel. If you can use our original packaging, even better. Affix the Evri return label to your parcel - you'll find this on your delivery note. Then seal your parcel.
You don't need to pay upfront for the return at the Parcelshop. If you have paid for your order by debit/credit card, cheque or Paypal the £2.99 fixed price will be deducted from your refund to cover the return postage. If you have paid using your Personal Account the same charge will be applied to your account.
Don't forget, you can track your Evri return. Just use the 16 digit barcode and head to Evri.
Evri Courier Collection
Couldn't be easier. There are two ways to take care of a collection.
1. We'll do it all for you
Just call 0871 423 4351*, and we'll arrange for an Evri courier to collect your parcel. First fill in the returns form and put it in your parcel. If you can use our original packaging, even better. Affix the Evri return label to your parcel - you'll find this on your delivery note. Then seal your parcel.
If you have paid for your order by debit/credit card, cheque or Paypal the £3.99 fixed price will be deducted from your refund to cover the return postage. If you have paid using your Personal Account the same charge will be applied to your account.
*13p per minute plus your network access charge
2. Book it direct
Visit Evri here. You'll need your order number to arrange your collection. A courier will collect your parcel.
First fill in the returns form and put it in your parcel. If you can use our original packaging, even better. Affix the Evri return label to your parcel - you'll find this on your delivery note. Then seal your parcel.
It will cost from £2.99. You'll make a payment direct to Evri when you book your collection.
You can track your Evri return. Just write down the 16-digit barcode and head to Evri.
The Post Office
Pop to any Post Office to return your parcel.
First, fill in the returns form and put it in your parcel. If you can use our original packaging, even better. Affix the Royal Mail return label to your parcel - you'll find this on your delivery note. Then seal your parcel.
You don't need to pay upfront for the return at the Post Office. If you have paid for your order by debit/credit card, cheque or Paypal the £2.99 fixed price will be deducted from your refund to cover the return postage. If you have paid using your Personal Account the same charge will be applied to your account.
Don't forget to ask for 'proof of postage' which you should keep until you've got your refund. You can track your Post Office return. Just write down your reference number and head to Royal Mail.
The easiest way is to call us and we’ll arrange a courier to come and collect your parcel from anywhere, including a 'safe place' at home like a porch, a garage, from a neighbour of a family member. You won't have to sign for the collection. Simply email us at customerservices@damart.com to arrange the best day to collect. Don't worry if it takes you a little longer than usual to return parcels. We have no time limit on return refunds and there are no delays to refunding parcels.
It’s easy to exchange. Just return the item and write the reference number of what you’d like to swap it for on the returns form. If the item you’d like instead costs more, please remember to enclose the extra payment. If it costs less, we’ll send you a refund within 10 days if you paid by cheque or giro, or we’ll credit your Personal Account if you used that.
If the item’s in stock your replacement should arrive within 7 days of us receiving your request. If it's not in stock and we have your email address, we'll email you straight away or, we'll write to let you know.
Get in touch at customerservices@damart.com or call 0871 423 0000* if you’d like to re-order.
*Calls cost 13p per min plus your phone company's network access charge.
It normally takes around 14 days for your account to be credited. If you enter your email details when you order, we’ll send you an email a soon as we receive your returned items.
We welcome any feedback about our courier delivery service. You can email us at customerservices@damart.com
OFFERS
We all love a little extra. If you’ve been offered a gift or discount in a promotion, we’ll give you an Offer Code. Details of your free gift or discount will be shown in the promotion we sent you.
If you’ve entered your Offer Code during the checkout process online, the free gift or discount will show in your basket before you place your order, as well as in your order confirmation.
Don’t worry. It shows in your basket once you’ve ordered the minimum items needed for the offer. The correct multibuy price will apply automatically once all the products are in your basket. You don’t need an offer code for this.
If you would like to receive discount promotions from Damart, please sign up to our email newsletter here.
Offers must be used before the expiry date. We reserve the right to supply an alternative gift. All discounts can only be used once and cannot be used in conjunction with any other promotion or offer. Offers cannot be used for an order already in progress or exchanged for cash and is non-transferable. We reserve the right to withdraw the offer without notice and to reject use of any offers at our discretion where we have reasonable grounds to believe that the offer is being used other than in accordance with these terms and conditions.
STOCK
Getting the inside track is easy. Just sign up to our email newsletter here and we’ll send you all our discount promotions.
The website will tell you if something’s sold out and you won't be able to order it online. Get in touch with the reference number, size and colour and we’ll check if more stock is on its way.
If you click on the item, underneath the size selection, it’ll say ‘Size Guide’. Everything will be there for you.
MY ACCOUNT
If this is your first visit after registering as a customer you’ll need to enter your 10 digit customer number when prompted on 'View Statements'. This’ll take around 24 hours to update with your Damart account details. If you’re experiencing any issues with your account details, get in touch with us at customerservices@damart.com.
This is easy. Head to the ‘My Account’ section on the website and click into the ‘Your personal details’ area. Or get in touch at customerservices@damart.com. You’ll need to wait 24 hours after changing your address before you can place an order.
This is easy. Head to the ‘My Account’ section on the website and click into the ‘Your personal details’ area. Or get in touch at customerservices@damart.com. You’ll need to wait 24 hours after changing your address before you can place an order.
Make sure the password’s an exact match to the new password you’ve created, with the same upper and lower case letters. If you’re still having trouble logging into your account, please give us a shout at customerservices@damart.com
That’s great. We use real customer reviews to help advise other customers who are thinking about buying. You can write a review by logging in to your online account. You’ll find details on how to do it there or on the product page. Please direct all service reviews and comments to our customer service team who’ll sort it quicker.
PAYMENTS
You’ll be sent a statement with your total balance every month. To avoid arrears you must pay the minimum amount due by the date on your statement
Yes. If you have a Personal Account, you can make payments online towards your balance. Click 'My Account', and choose 'Make A Payment', then just follow the on screen instructions and fill in all the information.
If we have your email address we’ll email you as soon as your payment lands. Or, you can check using 'My Account'. Online payments can take up to 30 minutes to show, you can take a look at your account to see if the payment’s been accepted. Payments sent through the 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 if you’re sending it by post. Get in touch at customerservices@damart.com to check if your payment’s arrived.
You can set up, change or cancel a Direct Debit at any time, just get in touch at customerservices@damart.com. You can choose to pay the minimum amount due on your statement, a fixed amount or the full amount. We’ll always confirm any changes we agree with you in writing and the amount due to be taken will appear before the due date and it’ll show on your Personal Account statement.
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.
Don’t worry. We’re here to help.
If you’re struggling to make your minimum payment right now just call our specialist Personal Account team on 0330 123 4083 or email ukcreditmail@damart.com and you can discuss options and agree the best way forward.
The most important thing to know is that we’re here to support and we understand that everyone’s needs are different, which is why we’ll work with you on a tailored plan.
GENERAL
Yes. You can order online for a friend or relative if you have their permission. We can’t share any details about another customer's order or account due to Data Protection unless they’ve sent us a letter or phoned us giving their permission i.e unless we have their 'explicit consent'. Alternatively, if you have Power of Attorney, a copy of this should be sent to us along with a covering note. You can also email this at ukcreditmail@damart.com.
It’s easy. Just email us at customerservices@damart.com and we’ll sort it.
To stop receiving catalogues
Please email customerservices@damart.com to let us know you’d like to stop. Mailings are packed in advance so they can take up to 6 weeks to stop being delivered. So please bear with us.
How can I unsubscribe from email offers?
Simply click the unsubscribe link at the bottom of any email promotion. It can up to 7 days for our systems to change, but if you still receive emails after then, email at customerservices@damart.com to let us know.
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
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
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.
Damartex UK Ltd – Complaints Publication Report
We put our customers at the heart of everything we do and aim to always provide quality products and first-class service.
As part of our ongoing commitment to providing an exceptional shopping experience, since 2013, we have achieved and retained the national standard 'ServiceMark' accreditation awarded by the Institute of Customer Service, an independent professional body.
However, we do recognise that, on occasion, you may feel that the service you received did not meet your expectations. In this instance, we welcome your feedback to help us continually improve our processes and take the recovery action you need.
Our teams treat each complaint very seriously and aim to resolve all our customers' enquiries promptly, courteously and by 'putting ourselves in our customer's shoes', upholding complaints where we believe we could have done better.
The following table provides information on FCA financial service complaints received and closed in the time shown for Damartex UK Ltd.
This information is provided to the FCA.
Complaints Publication Report
Firm name: Damartex UK Ltd
Brands / Trading Names covered: Damart, Sedagyl, Afibel
Period covered in this report: 1st July 2021 to 30th June 2022
| Product | Number of Complaints Opened | Number of Complaints Closed | Percentage Upheld |
| Consumer Credit | 2057 | 1991 | 67% |
WEBSITE ERROR MESSAGES
This is a general error message. The best thing to do is to clear your cache and cookies. Details of how to do this can be different depending on your browser but you can find specific instructions using a search engine, like Google. If that doesn’t work, our customer service team can help. Just email customerservices@damart.com and they’ll take a look.
This message means your account number isn’t linked with your email address. Email customerservices@damart.com and we’ll link them up for you.
First, double check your details. If you're still having problems and know you've registered online, email us at customerservices@damart.com and we’ll look into it for you.
TEXT MESSAGES
If your Personal Account goes into arrears because of non-payment, we may send you a text message asking you to get in touch with our credit team. This is so we can understand your situation and offer the right help to support you.
If you'd rather not receive SMS text messages, that's absolutely fine. You can email ukcreditmail@damart.com, have your account number and mobile phone number handy or give us a call on 0800 917 5304 and let us know. You can also text Q8BHWSTOP to 60777 and we won’t send any more texts.