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Asked Questions

Frequently Asked Questions

Frequently Asked Questions

About The Design Team

It is a customer feedback forum where customers can share their ideas and views for how to improve Debenhams. There are regular online surveys, discussions and polls covering a variety of topics – anything from feedback on your local store to ideas for new products to feedback on the latest advertising campaigns.

Survey responses are analysed and the results are used by key decision makers at Debenhams to improve to how we do business. Please note that the individual responses you give are fully protected by the Data Protection Act.

You can read how your feedback is influencing decisions at Debenhams in regular newsletters which we will send out in an email and is visible once you have signed up to the Design Team.

The Design Team is managed internally by a team in Debenhams head office. To contact the team you can email website software and technical support is provided by Toluna. For more information visit

Technical Issues

After completing the questionnaire, you should have received an email asking you to confirm your email address. The system will not recognize your address until it has been confirmed by clicking on the link in that email. Check your Inbox and Junk Mail folder for the confirmation email; depending on your email provider, it may have been directed to your Junk Mail folder.

Some Internet Service Providers have recently implemented new Spam Filtering Systems that will automatically direct emails sent from an automated system directly into the Junk Mail folder. To ensure the receipt of your survey invitations, it is best to add to your safe list or address book.

Here are the steps to ensure that your survey invitations are not sent to your Junk Mail folder:

  1. Open your Mailbox.
  2. Click on "Mail" tab.
  3. Click on "Options" (It is located on the top right of the page, on the same level as the four tabs labelled Today, Mail, Calendar and Contacts).
  4. Click on "Junk Email Protection".
  5. Click on "Safe List".
  6. Type and click "Add".
If you use Hotmail, Yahoo or another email retrieval program or web-based email provider your email provider or program ‘help' menu will be able to give you specific instructions on adding an email address to your safe list or address book.


If you are using Microsoft Outlook, check to see if you can switch from Plain Text to HTML. At the top of your email window there is a small field with the words "Plain Text" in it. Click on the down arrow to select HTML. If you continue to experience problems, please contact

For any other queries, please contact Debenhams Design Team Support.

Questions About Surveys

You will be emailed a unique link (URL address) for each survey you are invited to take. Simply click on that link or cut and paste the URL address into your web browser and complete the survey online. Surveys typically take 10-15 minutes to complete.

You will typically have anywhere from 72 hours to two weeks to complete each survey.

We encourage you to take part in as many surveys as possible, however you are not required to complete a certain number of surveys to remain a member of the Design Team. Your feedback and opinions are always important to us.

As a thank you for taking part every time you complete a survey you will be entered into prize draws to win a Debenhams gift card worth either £50 or £100.

Under the Data Protection Act we are not allowed to publish the names of the members who have won prizes without their permission. However, if we do have permission, we publish information about the prize winners in our newsletters and emails. If you have won a prize and would like to tell us about it please email

If you would like to ensure that your responses have been received, you can click on the survey link when you are done. A message stating that you have already completed the survey will appear.

If you have started filling out a survey and you leave your computer for an extended period of time your session might time out. However, don't worry your data will not be lost. Simply refresh the page, or if the browser has closed, go back to the email invitation to the survey that you were sent and click on the survey invitation link. This will bring you back to the place you were at in the survey when your session timed out.

Depending on your service provider, or the size of your email window, the link to a survey may be broken onto two or more lines. You may also have a link that is not completely underlined or active. You must select the entire link in order to access the survey correctly. If necessary, copy and paste the entire link into a web browser address bar to access the survey. If this solution doesn't work, you can also find the study under "All Surveys" on the Design Team home page after you have logged into the site.

Questions About Membership

To participate in the Design Team you must be over 16 years old. You cannot become a member of the Design Team if you are a Debenhams employee, an employee of another retailer or if you work in market research. To participate you need to become a registered member and have a valid email address.

A brief member profile is the only information required for joining the panel. Your member profile will include basic contact information and data such as gender, age, education and household composition. This will help us to make your Design Team experience more relevant to you.

The personal data collected by Debenhams is not sold or distributed to any company. All personal data is strictly confidential and privacy is guaranteed. Your name will never be sold, exchanged, or distributed to any other party without your prior consent. See our Privacy Policy for complete details.

After signing into the Design Team click on "My Profile" and you can update your E-mail or other personal details from there.

If you cannot remember your password, simply click on the "Forgot password" button on the login page a password reset will be automatically emailed to you. If you have forgotten your username you can send an email request to

You may remain a member of the Design Team as long as you choose to participate, unless you are no longer eligible for reasons as detailed in our Terms and Conditions. Members may remove themselves from the Design Team by clicking the "To unsubscribe click here" links found at the bottom of all emails you receive from us or by sending an email request to

To unsubscribe you may click on any of the "To unsubscribe click here" links found at the bottom of any of our emails. An unsubscribe confirmation page will launch, please click on the "Unsubscribe" button to confirm. Alternatively you can send an email request to

Questions About Discussion Board

Click on the "Reply" button. If you would like to quote their message in your response, press the "Reply with Quote" button. Write your response. Press "Post".

Click on the "Post new Thread" button in the Discussion.

Click on the "Insert image" icon next to the "Insert smiley" icon in the formatting navigation bar above the message area. Click "Browse" and select the image from your computer that you wish to upload. Click "Open" and "Insert".

Click on "My Profile", then click on the "Upload". Click "Browse" and select the image from your computer that you wish to upload. Click "Open" and "Insert."