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 your normal inbox.

• Orders

  1) - How can I place my order?
  Online or by calling 0871 423 0000 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 products may be sent out in multiple parcels if stock isn't available for every item at once, and so may arrive separately. If you would like to check please email customerservices@damart.com or call 0330 123 0842.
  
  You will see that some of our items, such as bedding and rugs, are despatched directly from our supplier and can take up to 14 days.
  
  3) - Damaged orders
  We know how disappointing it is when you receive something that is damaged. We can arrange a replacement and arrange a free courier collection or a free returns label to be sent to get the damaged item back to us. Please contact customerservices@damart.com or call 0330 123 0842 and have your order number to hand.
  
  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 Monday 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.
  
  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. 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/directorder for more details. You should use the "Quick Order" feature to purchase items from magazines and newspaper adverts along with sale and promotional goods.
  
  7) - Due to coronavirus I am worried about visitors coming to my door. How will you deliver my order?
  We want to reassure you that we and our courier partner Hermes are in regular contact and are taking all appropriate precautions to make sure that your parcel deliveries arrive quickly and safely, within the usual timeframes.
  
  As you order from the comfort of your own home, the courier is now operating ‘contact free' deliveries to the front door. Essentially, this means the courier will walk up to the door, ring the bell, leave the parcel on the doorstep, walk back two metres and wait for you to answer.
  
  Or alternatively the courier can leave your parcel in a safe place such as a garage, porch, shed or outbuilding or with a trusted neighbour, rather than have the courier come to your door.
  
  You can select a ‘safe place' when you call or divert to a safe place when you receive your Hermes notifications.
  
  Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then post a calling card stating to let you know where your parcel is.
  
  Where a safe place isn't possible, you no longer have to sign for your parcel from your courier, they will still knock on the door to deliver but there is no need for your signature.

• Deliveries

  8) - Due to coronavirus is it taking longer than usual for my order to arrive?
  We have been working very closely with our courier partners and suppliers to ensure that we have plenty of products in stock. We are continuing to provide our usual World Class Customer Experience with our usual parcel deliveries and customer service teams working 8am – 8pm daily to support you as usual.
  
  We have put plans and processes in place to further safeguard our teams and to make sure that service is business as usual.
  
  9) - How can I be sure that I can't catch coronavirus from Damart products manufactured in the affected countries?
  Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don't survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
  
  As our products are usually transported by sea and can be up to six weeks in transit, viruses are very unlikely to survive that long.
  
  All our letters and catalogues that we send are printed, produced and despatched in Yorkshire.
  
  All our parcels are also packed by our own team locally in Yorkshire too.
  
  9b) - Due to the coronavirus I am worried about visitors coming to my door. How will you deliver my order?
  We would like to reassure you that we and our courier partner Hermes are in regular communication and are taking all appropriate precautions to make sure that your parcel deliveries arrive quickly and safely, within the usual timeframes.
  
  As you order from the comfort of your own home, the courier is now operating ‘contact free' deliveries to the front door. Essentially, this means the courier will walk up to the door, ring the bell, leave the parcel on the doorstep, walk back two metres and wait for you to answer.
  
  Or alternatively the courier can always ask that we leave your parcel in a safe place such as a garage, porch, shed or outbuilding or with a trusted neighbour, rather than have the courier come to your door.
  
  Just let your Customer Service Advisor know when placing your telephone order or re-divert your parcel delivery to a safe place when you receive your Hermes email notifications.
  
  Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then post a calling card stating that safe place.
  
  Where a safe place is not possible, you no longer have to sign for your parcel from your courier, they will still knock on the door to deliver but there is no need for your signature.
  
  In addition to the reassurance above, you can download the Hermes app and use the ‘MyPlaces' section to divert your parcel to a safe place for delivery'.
  
   

• Easy ways to pay

  10) - How do I pay my personal account if I cannot get to the Post Office as I am self-isolating?
  Please don't worry. We know that it might be difficult to reach the Post Office as usual. We have ways for you or your family members to pay easily from home:-
  • The 24hr self-service line on 0330 123 5428
  
  • Online using My Account at damart.co.uk
  
  • Bank transfer. Sort code 30-00-00. Account 02390310.
  
  • Please remember to put your account number as your reference.
  
  • Set up a Direct Debit for by calling us on 0330 123 5429.
  
  If you have any payments worries please get in touch between 8am – 8pm seven days a week on 0330 123 5429 or email customerservices@damart.com. We are here to help and support you.
  
   

• Returns and Exchanges

  11) - 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 423 0000* 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.
  
  12) - How can I return if I am having trouble getting out to the Post Office?
  The easiest way is to call us and we will arrange a courier to come and collect your parcel from anywhere, including a ‘safe place' location at home like a porch, garage, shed or from a neighbour of family member. You won't have to sign for the collection from the ‘safe place' or when the courier knocks. You can 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. There are no delays to refunding parcels.
  
  13) - 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 423 0000* if you would like to re-order.
  
  *Calls cost 13p per min plus your telephone company's network access charge.
  
  14) - How long will it take for a return to show on my account?
  It normally takes around 14 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.
  
  15) - 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
  
  16) - Due to coronavirus I am worried about visitors coming to my door. How will you collect my return?
  We want to reassure you that we and our courier partner Hermes are in regular contact and are taking all appropriate precautions to make sure that you and our teams stay healthy and that courier parcel collections are done on time as usual.
  
  Hermes are now instructing their couriers to limit human contact as much as possible. You are now required to leave your parcel in a designated safe place to ensure it is collected as safely as possible.
  
  If you do not have a ‘safe place' in which to leave a parcel, please contact us again once Hermes have resumed their collections from the door.
  
  Please let your Customer Service Advisor know when arranging your courier collection which safe place you would like your parcel collected from. You can also email at customerservices@damart.com.
   

• Offers

  17) - 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.
  
  18) - 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.
  
  19) 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.
  
  20) - How do I receive offers?
  If you would like to receive discount promotions from Damart, please sign up to our email newsletter here.

• Stock

  21) - 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.
  
  22) - 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

  23) - 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.
  
  24) - 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. Please note, you will need to wait 24 hours from changing your address to placing an order.
  
  25) - 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.
  
  26) - 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. If you are still experiencing issues logging into your account, please contact our customer services at customerservices@damart.com
  
  27) 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

  28) When is my payment/statement due?
  Each month 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.
  
  29) - 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.
  
  30) - 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.
  
  31) - 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. 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.
  
  32) - 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.
  
  33) - I can't make my Personal Account payment because of the Coronavirus. What should I do?
  We understand that this is a worrying, uncertain time for many people and we're here to support you.
  
  If your ability to make your minimum payment has been temporarily affected by the Coronavirus outbreak you can apply for a payment deferral for up to 3 months.
  
  Please contact our credit team on 0330 123 4083 or ukcreditmail@damart.com and they will discuss the best solution for you.
  
  Whilst your payments are deferred your credit account will be placed on hold; you will not be able to place any orders using your credit facility. You will not be charged any interest, and the deferral will not negatively impact your credit file.

• General

  34) - 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.
  
  35) - 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
  
  36) - How can I unsubscribe from your mail or email offers?
  How can I stop receiving catalogues?
  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 6 weeks to stop being delivered.
  
  How can I unsubscribe from 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.
  
  37) - 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

  38) 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
  
  39) 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.

• Website Error Messages

  40) Error 500 oops!
  
  This is a generic error message. Our advice is to clear your cache and cookies which should address the issue. Details of how to do this differ slightly depending on your browser but you can find the specific instructions via a search engine. If this doesn't address the issue, please contact our customer service team at customerservices@damart.com who will do their best to assist.
  
  41) Error 500 oops! - Bound to an unknown account
  
  If you see this message, it means that your account number is not linked up with your email address. If you let us know by sending an email to customerservices@damart.com, we can link them up for you.
  
  42) Your login details were not recognised
  
  If your email address and/or customer number is not being recognised when logging in, please double check your details. If you're still having difficulty and know you've registered online, please send an email to customerservices@damart.com and we will look into it for you.

• Covid-19 (Coronovirus)

  43) - Will it take longer than usual for my order to arrive?
  
  We have been working very closely with our courier partners and suppliers to ensure that we have plenty of products in stock. We are continuing to provide our usual World Class Customer Experience with our usual parcel deliveries and customer service teams working 8am – 8pm daily to support you.
  
  We have put plans and processes in place to further safeguard our teams and our business, ensuring we continue to deliver in the same way as always for you.
  
  44) - I can't make my Personal Account payment because of the Coronavirus. What should I do?
  
  We understand that this is a worrying, uncertain time for many people and we're here to support you.
  
  If your ability to make your minimum payment has been temporarily affected by the Coronavirus outbreak you can apply for a payment deferral for up to 3 months.
  
  Please contact our credit team on 0330 123 4083 or ukcreditmail@damart.com and they will discuss the best solution for you.
  
  Whilst your payments are deferred your credit account will be placed on hold; you will not be able to place any orders using your credit facility. You will not be charged any interest, and the deferral will not negatively impact your credit file.
  
  45) - Does Damart source their products from any of the affected countries? How do I know that they come from reputable factories?
  
  We source our Damart products from over 30 countries across the world, from the Far East, to India, Africa and across Europe. We work in close cooperation with our suppliers to ensure they work to our exacting standards both in the quality of the products that are produced and the way they support their teams.
  
  Damart requires that our Suppliers comply with our Responsible Purchasing Sustainable Procurement Charter.
  
  Factories are assessed on the following criteria:
  • Management systems and traceability
  • Child and Forced Labour
  • Discrimination
  • Disciplinary practices
  • Freedom of association and Grievance Mechanism
  • Remuneration and benefits
  • Health and safety
  
  46) - How can I be sure that I can't catch coronavirus from Damart products manufactured in the affected countries?
  
  Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don't survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
  
  As our products are usually transported by sea and can be up to six weeks in transit, viruses are very unlikely to survive that long.
  
  All our letters and catalogues that we send are printed, produced and despatched in the Yorkshire, England.
  
  All our parcels are packed by our own team locally in Yorkshire.
  
  47) - Due to the coronavirus I am worried about visitors coming to my door. How will you deliver my order?
  
  We would like to reassure you that we and our courier partner Hermes are in regular communication and are taking all appropriate precautions to make sure that your parcel deliveries arrive quickly and safely, within the usual timeframes.
  
  As you order from the comfort of your own home, the courier is now operating ‘contact free' deliveries to the front door. Essentially, this means the courier will walk up to the door, ring the bell, leave the parcel on the doorstep, walk back two metres and wait for you to answer.
  
  Or alternatively the courier can always ask that we leave your parcel in a safe place such as a garage, porch, shed or outbuilding or with a trusted neighbour, rather than have the courier come to your door.
  
  Just let your Customer Service Advisor know when placing your telephone order or re-divert your parcel delivery to a safe place when you receive your Hermes email notifications.
  
  Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then post a calling card stating that safe place.
  
  Where a safe place is not possible, you no longer have to sign for your parcel from your courier, they will still knock on the door to deliver but there is no need for your signature.
  
  In addition to the reassurance above, you can download the Hermes app and use the ‘MyPlaces' section to divert your parcel to a safe place for delivery'.
  
  48) - Due to coronavirus I am worried about visitors coming to my door. How will you collect my return?
  
  We would like to reassure you that we and our courier partner Hermes are in regular communication and are taking all appropriate precautions to make sure that you and our teams stay healthy and that collections are done on time as usual.
  
  Hermes are now instructing their couriers to limit human contact as much as possible. You are now required to leave your parcel in a designated safe place to ensure it is collected as safely as possible.
  
  If you do not have a 'safe place' in which to leave a parcel, please contact us again once Hermes have resumed their collections from the door.
  
  Please let your Customer Service Advisor know when arranging your courier collection which safe place you would like your parcel collected from.
  
  Please don't worry if it takes you a bit longer to get the parcel back to us. We don't have a time limit for returns and we understand that it may take slighly longer than usual.
  
  49) - How are you minimising the risk of your employees?
  
  All of our staff that can work from home are now doing so, and for the colleagues such as those packing your parcels who need to be in the workplace; we are taking the utmost care attention to ensure that they remain as safe as possible through following social distancing guidelines and through additional daily cleaning of our workplace.
  
  You know that we have a fantastic team here at Damart and our top priority is to keep them safe.