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Need Help? Check out our FAQs

We may have already answered your question in our FAQ section, but if you can't find the answer you're looking for, please get in touch using one of the below options.

What is your Returns & Refund policy for International Returns?

We guarantee to refund any item purchased on dorothyperkins.com that you are not completely happy with when you return it to us in a saleable condition within 14 days of receipt. International dorothyperkins.com purchases can only be returned by post at your own cost. We will only refund the postage costs for items being returned due to a manufacturing fault. Please keep a copy of your proof of postage and charges as we may ask you to send us a copy of these via email.

Please note that items created in different returns numbers must be sent back to us in different parcels in order to be refunded.

I've returned my items but not yet received my refund

We aim to process all returns as quickly as possible. If you have received an email to confirm your refund, please allow up to 5 working days for this to appear in your account.

If you have not yet received an email to confirm your refund is being processed, please allow up to 28 days from the date you sent your item before querying your return.


How do I return an online purchase?

Returns are simple and easy. We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of receipt. Refunds will be credited to your original method of payment.

All us.dorothyperkins.com purchases must be returned by post.

To complete a return, please follow the below steps:

1. Click Here to Log in to your account and select 'Request a return' from the 'My Orders' section.

2. Click the order number containing the items you want to return and follow the 'Create return' link next to the order number.

3. Select the items you wish to return and click ‘Create Return'.

4. Write your Returns Authorisation Number along with your name and address on the returns label that was in your parcel.

5.  Please post it to our UK warehouse within 14 days of receipt. Our UK warehouse address is; Spectrum for Arcadua, Leeds Distribution CEntre, Hudson road, Leeds, LS9 7DN, UK.

If you have any further questions please click here to see our frequently asked questions.

Please be advised you will need to return any unwanted items at your own cost.

In the interests of hygiene, we are unable to accept returns of pierced jewellery, underwear, swimwear where the hygiene strip has been removed or cosmetics or toiletries where the seal has been broken.

Where can I get a return label from?

A return label is included in your parcel. Alternatively you can download one here. Only items purchased from our website can be returned to our warehouse. Store purchases are excluded from this returns policy.

Can I exchange my item?

Unfortunately, we are not currently able to do exchanges by post, please return any unwanted items to us for a refund.

I am unable to log in to my account or create a returns number

If you experience any technical difficulties when accessing your account, please click on the link below to contact our Customer Care team who can enable your account and arrange a password reset. If you have accessed your account but are unable to create a return number, please check you are returning the item within 14 days. After this period, only our Customer Care team can create a returns number for you.

My international order is late

If your order has been placed on our Tracked and Faster Delivery, please click here to track your parcel, and select your delivery country.

If you have placed your order on Standard Delivery and your tracking number begins with RML, unfortunately, we are unable to track these parcels at present. Most parcels will reach their destination within 2 weeks, however, some destinations may require additional time for parcels to arrive. Please allow a minimum of 2 weeks for your parcel to reach you.

If your tracking number begins with an E, please click here to track your parcel.

If your tracking number begins with 1550, please click here to track your parcel, and select your delivery country.

Who will be delivering my parcel?

Tracked and Faster deliveries will arrive via DPD. Orders with tracking number beginning with an ' EK & CK' will be delivered by Parcel Force Worldwide, tracking numbers beginning with 1550 will be delivered by DPD UK. RML parcels with no tracking number are delivered by Royal Mail in the UK, and United States Postal Service (USPS) in the US.

Do you deliver to APO addresses or PO Box destinations?

We are unable to deliver to APO addresses at this time but we should be able to deliver to PO Box destinations. We are sorry for any disappointment caused.

What payment methods do you accept?

We accept American Express, Visa, Maestro, MasterCard and PayPal. If you have paid with your credit or debit card, you will only be charged once the goods have been shipped to the delivery address. We will email you to confirm shipment. If you have paid via your PayPal account, transactions are charged at the time the goods are ordered, when you click on the confirm and pay option. If for some reason we are unable to ship your goods, the value of the items that are not shipped will be refunded to the original method of payment. 

All prices are exclusive of shipping charges and sales tax (if applicable). The total cost of the order is the price of the products ordered plus the delivery charge and sales tax (if applicable). Please check with your local customs office for any local tax they may add.

There is a missing or incorrect item in my order

If an item is showing a quantity of 0 on your despatch note, this means that the item was out of stock when your order was being packed in our warehouse. This item has been cancelled from your order and you have not been charged for it.

We are unable to automatically send this item out to you if it comes back in to stock at a later date.

The item I have received is damaged

We are sorry that your goods have not reached you in perfect condition. Please follow our returns procedure for all faulty or damaged items. When creating a returns number, you will be given a list of reasons for return, please select the appropriate option so our warehouse know the item was faulty when you received it. You will need to pay any return postage costs, but we will be happy to refund you for these if the items you received have a manufacturing fault, or the wrong product was sent. You will be required to provide us with a copy of your postage costs by email. Please refer to the Returns section in our FAQs for more information on this.

Can I cancel or amend my order?

If your order has been placed within the last four hours, please call us on 1866 296 6672(toll free) to request a cancellation. Please click the PHONE link below for our Customer Care opening hours.

Once an order has been placed, we are unable to amend any aspect of the order including sizes, number of items and delivery address.

Why have I received additional charges?

All orders are shipped from the UK and are subject to checking by US customs. Customers are responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.


My order did not go through but the money has been taken out of my account

We only charge for the items we despatch, but you may find that if you entered your card details and the bank authorised the funds, but then the order was declined that you will have pending funds on your account for a period of time. All funds that have been authorised without an order being despatched will be released back to your available balance by your bank. In the UK this will take approximately 5-10 working days, but International transactions can take longer so please check with you bank for time frames on clearing these funds.

Do you have any information about your company (Company Report, Ethical Policy, etc.)?

Dorothy Perkins is owned by Arcadia Group Ltd. For all information relating to our company, please click here.

I am interested in becoming a supplier or looking for a charity donation

If you are interested in becoming a supplier, please contact our Switchboard on +44 (0)844 243 0000 or write to us at the below address:

Arcadia Group Ltd
Colegrave House
70 Berners Street

For information on our existing charity work, please click here. If you would like to speak to someone about getting involved in your charity or event, please contact us on the Switchboard number provided above.

I need my account to be unlocked or my password reset

If you have forgotten your password, please click here to reset it.

If you require your account to be unblocked urgently, please call us on 0844 984 0261.

My promotion code didn't work when I placed my order

Please review the Terms and Conditions of the promotion, as many discounts cannot be used in conjunction with other promotions or discounts. If you have attempted to use multiple codes or offers, only one of these would be applied to the checkout.

My promotion code is not being accepted at the checkout

Please check that the code/link you are using is still valid and not out of date. For further assistance, please click the link below to email our Customer Care team.

I am looking for stock

If your query relates to an item that has been advertised in the press, please provide a detailed description of the product using the email link below, so that we may provide you with information regarding this item.

We are unable to place orders for items that are not currently available on our website. While we do sometimes replenish stock, we are unable to notify you if more has arrived in. Please continue to check our website for updates on stock availability.

I have a general product query

If your query relates to an item that has been advertised in the press, please provide a detailed description of the product so that we may locate information regarding this.

We are unable to place orders for items that are not currently available on our website. While we do sometimes replenish stock, we are unable to notify you if more has arrived in. Please continue to check our website for updates on stock availability.

Can I use a gift card to pay online?

Unfortunately, you are unable to use a gift card at present on the US website.  You are also unable to purchase gift cards online at present.

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