Orders & Returns

Change or cancel an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.

• If you'd like to add products to your order, please place a new order for these items.
• If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 01753 801000 between 9am and 5:00pm Monday - Friday. If not you can email enquires@danielstores.co.uk. Please be ready to quote your order number and order date.
• If your order has already been dispatched or delivered, then you'll need to follow our returns procedure in the event of any unwanted products. You can also, of course, return them to our Windsor store W. J. Daniel Co. Ltd. 120 - 124 Peascod Street, Windsor, Berkshire, SL4 1DP

There are some products which we cannot cancel, refund or exchange, including underwear, pillows and made-to-measure items. Please see below for more details.

If you purchased in-store before the lockdown, we will be extending our returns and exchange policy by an extra week after we are allowed to re-open.

However, this cancellation right does not apply in the Following cases:

(a) Any personalised items or production made to your own specification.

(b) In the case of mattresses, pillows, and bed linen, if the packaging has been unsealed, for reasons of health and hygiene these items by their nature cannot be returned unless faulty.  Please note that we cannot accept a return or cancellation once a mattress has been slept on.

(c) In the case of mattresses and divan beds, If assembly service forms part of your order and the hygiene seal is broken and mattress bag removed we will not be able to accept return unless the goods are faulty,

(d)  In the event that you cancel an order and we have already dispatched your goods to you, we will not be able to cancel your order until it is delivered. In this case, if you return the goods to us, you will have to pay the cost of returning the goods back to us.  Any return charges applicable will be deducted from the refund that is due to you.

Missing, incomplete or damaged orders

• If your order hasn't arrived, or arrives incomplete, first of all, please view your order online. Sign into My Account. If your order has been dispatched but hasn't arrived within the expected time period, please email our Customer Services team, or call us on 01753 801000 between 9am and 5:00pm Monday to Friday.
• If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us.
• If your order arrives and the goods are damaged, please email all relevant details to enquiries@danielstores.co.uk.

Placing your order

Once you've found the items you’d like to buy and have added them to your basket, you can begin the checkout process by clicking on the “Your basket” link at the top of your screen.

• You can go straight to checkout to pay for your goods and arrange delivery. You can also opt to register with us so that you can retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details.)
• You’ll be asked to set up a password to access your account.
• If you’ve already registered online with Daniel Stores, simply enter your email address and password.
• At checkout, you can review and amend your order details on the Order Summary page
• When you're ready to complete your order, click the ’place order now’ button and wait for an online receipt. You'll also be sent a confirmation email with details of your order shortly after we've received it.
• Your confirmation email will have the subject line 'Daniel Stores: New order # order number'. In this email, you'll find information about your order.
• Check the details and contact us immediately should you need to amend any errors.
• If you haven’t received this email within 24 hours of placing your order, or your products have not been delivered within the timescale stated in the email, or you have any other questions, then please email our Customer Services team or phone us on 01753 801000 any time between 9am and 5:00pm Monday to Friday.

For most products sent directly from our warehouse, your credit/debit card will only be charged when your order is despatched. If the product is being delivered direct to you from one of our suppliers, for example in the case of larger products such as electrical appliances and furniture or beds, you may be charged at any point between confirmation of your order and despatch.

If you have any problems or enquiries please email enquires@danielstores.co.uk and someone from our team will be in touch as soon as possible.

Ordering from abroad

If you wish to purchase from the outside of the UK please email enquires@danielstores.co.uk with your delivery address and the items.

Our team will then give a shipping quote to your destination and confirm the cost with yourselves before processing the order. We will then be in contact to take payment however convenient.

Payment options

We offer various ways for you to pay for your order, including: Visa and MasterCard (including pre-paid cards); Delta; Maestro; Solo; American Express.

PayPal Payments

PayPal is a global leader in online payments and a fast and secure way for you to pay online. With PayPal we can accept payments from all major debit and credit cards, and PayPal account holders. Since you don't even need a PayPal account to pay with PayPal, both you can benefit from the extra convenience and security the PayPal gateway offers.

 We do not store credit card details nor do we share customer details with any 3rd parties.

All transactions are secure, private, and tamper-proof.

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Prices at Daniel Stores

All our prices include UK VAT but exclude delivery charges. Standard delivery is currently free on all orders over £30 as in our shops, but we do charge for next and named day delivery (except furniture and beds - see 'Shipping and Delivery' for more details). If you order online and collect from our shops (available on selected items), then delivery is free regardless of order value. Find out more about our click & collect service.

Our online prices are the same as in our stores, although occasionally you may find a lower price in one of our stores if they're matching the price of a local competitor, or online if we have a danielstores.co.uk special offer.

Price Matching

We regularly check our prices to ensure that we offer you the best value.
If you find any of the items on our website at a lower price and you wish us to consider price matching them, please contact us either by phone or via our contact us page with the following details:

• Contact details, telephone number or email address
• All products you are looking to buy
• All product prices, including the delivery charges of other company
• Exact website address where you have seen the items cheaper
• We will then take a look and if we can price match we will do so.
• We will check the details and will let you know our decision as soon as possible.