Order & returns information

All about orders, returns and refunds

Click on the links below for all you need to know about ordering and returning products from johnlewis.com, including our refund policy

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.

  • To add products to your order, please place a new order for these items
  • 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 03456 049 049 between 7am and midnight, 7 days a week, or email us here (to arrange returns only). Please be ready to quote your order number and order date
  • If your order has already been despatched or delivered, then you'll need to follow our Returns procedure in the event of any unwanted products, or return them to a John Lewis shop

  • There are some products which we cannot cancel, refund or exchange, including perishable and made-to-order items; see below for more details

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
  • Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
  • You can cancel by email: customerservices@johnlewis.com , or call 03456 049 049

  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)
  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied

Track your order

To check your order status, just sign in to your account at the top of the page, followed by View orders.

  • Order received means your order hasn't been processed yet
  • Order processing means your order could be at any point between the warehouse receiving it and despatching your goods
  • Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse. In the case of products such as furniture where there is a long lead time, "Despatched" means that you've been charged for your order, and you'll be notified of delivery separately
  • Cancelled means your order has been cancelled either by you or us

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location.

However, if your order is obviously incomplete, over-delivered or damaged, please email our Customer Service team,
or call us on 03456 049 049 7am - midnight, 7 days a week.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order status online by signing into your account and selecting View orders.

If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us.

For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period,  please email our Customer Services team, or call us on 03456 049 049  7am - midnight, 7 days a week. If you prefer, you can also return damaged goods to us via the returns methods listed below or through our shops.

Your purchase history

To find more information on your past orders, please sign into your account here.

You past orders will be displayed if you signed in to your account before checking out, and if you're a member of my John Lewis, signing in and purchasing also gives you automatic entry into the monthly prize draw.

To check for items that you've returned to us, view the original order and they'll show up as 'Returned'; do get in touch if this isn't the case.

Returns procedure

Depending on the product type, you can make free returns of johnlewis.com orders via our shops, Royal Mail, Collect+ or myHermes. If you want to return items you've bought in store, please take them back to our shops.

John Lewis Royal Mail Collect+ myHermes

If you need your item/s to be collected because it's large or heavy - that means:

  • over 61 x 46 x 46cm/5kg for Royal Mail
  • over 90 x 60 x 60cm/15kg for Collect+
  • over 120 x 60 x 60cm/15kg for MyHermes

or you have any other queries, call us on 03456 049 049 and we can arrange free collection. This particularly applies if your product has been delivered by a 2-person crew.

  • We'll process your refund within 10 days of us receiving the item/s back in our returns centre
  • We'll refund the credit or debit card of the person who originally placed and paid for the order
  • Items returned this way will show up as returned on the order stored in My account as long as you signed in to place it originally

    See below for full details of our returns and refunds policy, and for international returns, find out more here.

Returns via a John Lewis shop

  • Take a print-out of your order confirmation or the delivery note and the product you wish to return or exchange to the appropriate department in the shop, and tell the sales assistant you bought it online
  • Please make sure you also take in the payment card you originally used to buy the product, so that your refund can be processed straight away
  • PayPal is an online-only payment system, so we can only exchange but not refund if you return online orders purchased with PayPal to one of our shops; please return via another method suggested below for refund
  • If you've paid by John Lewis Partnership gift card or gift vouchers, you'll usually be given a gift card to the relevant value; this does not affect your statutory rights in the event of goods being faulty or not as described
  • If you've collected an order from your local Waitrose and opt to return it there, please be aware that we process the refund when the item is received in our returns centre, not at the point of return

Returns via Royal Mail or courier

  • Fill out your reason(s) for return on the back of the delivery note
  • Enclose the delivery note with the product, ticking the reason for return, and package up securely
  • Please use original packaging if possible, but remove original labels
  • Use the pre-paid Royal Mail Returns label from the delivery note and obtain a certificate of postage when you visit the Post Office

Returns via Collect+

Visit collectplus.co.uk

If you've received a Collect+ returns label with your order, you can return in via Collect+ location. Collect+ is a distribution network operating from over 5000 small shops in the UK

If there was no Collect+ label on the delivery note, or you've mislaid it, provided your parcel is no more than 90 x 60 x 60cm and weighs less than 15kg, you can print off a label here (opens in a new window). Sorry, but this isn't an available option if you made the original purchase in our shops; please take the item back to the shop as we can't process returns which have no order reference.

  • Please pack your parcel up securely, preferably using its original packaging but removing the delivery label
  • Include the original delivery note with the reason for return completed
  • Attach the Collect+ label and take it to your nearest Collect+ location
  • Find your nearest Collect+ location (opens in a new window)
  • You can track the progress of your return, using the Collect+ tracking number on the receipt you'll be given when you drop off your parcel

Returns collection via myHermes courier

Visit myHermes.co.uk

You can also arrange a free home collection with myHermes (opens in a new window) if your item is under 15kg and less than 120 x 60 x 60cm

  • Please pack your parcel up securely, preferably using its original packaging but removing the delivery label
  • Include the original delivery note with the reason for return completed
  • You'll need access to a printer to obtain a label for your parcel

Refund policy

We want you to be happy with your purchase. If you're not, just return the product to us or to one of our shops, following the instructions above, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.

Terms & conditions

  • If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase
  • If you return your item to one of our shops and you'd like a refund but don't have your receipt, order confirmation or delivery note, we'll give you a gift card to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase
  • It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused
  • We'll refund any delivery charges you've paid if you return an entire order (UK orders only)

See full terms and conditions here, and information on Consumer Contracts Regulations 2013

Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

  • products which have been personalised for you, such as stationery or gifts
  • made to order products such as furniture or made to measure items
  • perishable goods such as flowers, food or real Christmas trees
  • computer software that has been opened, or computer software cards that have been redeemed
  • iTunes gift cards

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We'll make this clear when you place your order.

This does not affect your statutory rights.

Buying made-to-order curtains and blinds: we provide comprehensive guidelines on measuring up, so we do recommend you use these before committing to your order. Take a look at our made to order Curtains and Blinds buying guides

Before you buy furniture, large electrical appliances, fitness equipment  and outdoor toys: please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, to confirm that the product is the right size for your needs, and so that we can deliver your order safely and successfully.