Orders & returns

Orders

Track your order

You can check the status of your order here:

Track your order

What does your status mean?

  • 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.

How to change or cancel your order

Amending your order

  • We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If your order has already been despatched from the warehouse, then you'll need to return the item following our Returns procedure. Read 'How to return an item' for details on how to do so.
  • If your order hasn’t left the warehouse yet, we may be able to change delivery address details, 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.

Cancelling your order

  • If your order has already been despatched from the warehouse, you'll need to return the item following our Returns procedure in the event of any unwanted products. Read 'How to return an item' for details on how to do so.
  • There are some products which we cannot cancel, refund or exchange, including perishable and made-to-order items. Read our Refund policy below for the full list.
  • If you're an international customer, the terms may be different. Please find out more here.

Read full terms and conditions on your consumer rights

Out of stock items

If the item you'd like is online but out of stock, then you can check availability in your local shop by calling them, making sure you have the product details to hand. If your desired product is available then you can place an order over the phone. You can then choose whether to pick up the item or have it delivered to you.

Locate your nearest John Lewis shop

Why do we display products that are out of stock online?

We continue to show out of stock products online so that you have access to the product details or so that you can buy it online at a later date once more stock has been delivered. However, if you prefer, when shopping online, you can choose to filter your product search by in-stock items only, and in some instances we're also able to offer you the option of emailing you once the item does come back into stock.

Missing, incomplete or damaged 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 more information, you can view your order status online by signing into your account and selecting View orders.

You can sign into your account here.

Damaged orders

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:

View past orders

Your past online orders will be displayed if you signed in to checkout before completing your purchase. If you'd like to record your order history it’s important to log in to the checkout stage when completing a transaction, even if you logged into your main account earlier.

my John Lewis customers

If you're a member of my John Lewis and you scanned your my John Lewis card when making your purchase in store, or logged in when you ordered on the website, then you'll also be able to see a record of your past purchases in your account. As a my John Lewis member you'll also have access to My Kitchen Drawer which keeps a record of your receipts as well as returns information so you no longer have to keep paper copies.

Returning a product for a refund or exchange is easy - all you need to do is use the app to display the receipt you require and show it to a shop Partner. Your receipt will be updated to show that you’ve returned the item. You’ll always have the option of printing your receipts from your account page if you should need a paper copy.

 

Your John Lewis account

How can I change my email, home address, password or payment details?

If you would like to update any account details, log into your account through johnlewis.com. Scroll down to the 'Your details' section, where there are options to update your contact details, address, payment details, your appointments, promotional preferences or to edit your password.

I’ve forgotten my password

Simply enter the email address you registered with in our ‘forgotten password’ form, going through the 'sign in or register' link at the top of the page. We'll send you an email containing instructions on how to reset your password. Do ensure you check your spam/junk folder as occasionally our email may end up there.

How do I opt out of marketing emails?

You can opt out of Marketing by going to Promotional preferences in your account. However, opting out of receiving information about John Lewis means we'll be unable to continue your my John Lewis membership.

Returns

How to return an item

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.

If you return the item to us by post, courier or Collect+, we’ll refund the person who originally placed and paid for the order. This includes Clearance and Price Match items.

It can take up to 14 days from your returning the item(s) to receiving your refund, but if you return your order directly to a John Lewis shop we'll process your refund immediately (though please note that it can take up to 5 days for the bank to transfer the funds to you).

For online orders, you’re also able to print pre-paid returns labels, arrange collection and track returns yourself. You can access the relevant links in each return method below.

If you have a faulty electrical item, please call our Technical Support helpline on 0330 123 0106 from 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays. For all other faulty items, please call Customer Services on 03456 049 049, or visit your nearest shop.

How do I return an item?

Small item box

Small items

John Lewis
Waitrose
Royal Mail
Collect+
myHermes

Medium items

John Lewis
Waitrose
Collect+
myHermes

Large items

Home Collection

Unsure of which method to use?

  • Check the measurements and weight of the item you would like to return in its original packaging
  • If you are still unsure whether to return by courier or to arrange collection, contact our Customer Services team on 03456 049 049

What do I do if I have a faulty electrical item?

Please call our Technical Support helpline on 0330 123 0106 from 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays.

Please have your model number to hand when you call.

For all other faulty items, please call Customer Services on 03456 049 049 and have your order confirmation number to hand, or visit your nearest shop.

Return via John Lewis FREE

John Lewis

    Use if returning:

  • johnlewis.com orders
  • Telephone orders
  • Items bought in store

How to return:

If you purchased the item directly from one of our shops, please ensure you have the receipt and the payment card you originally used to buy the product.

For online orders take your order confirmation email or the delivery note and the product you wish to return or exchange to the appropriate department in the shop. You will also be asked to provide your billing postcode.

Lost your delivery note?

Don't worry - just take your order confirmation number to the shop. This can be found in your original confirmation email or Click & collect text message.

Return via Waitrose FREE

Waitrose

    Use if returning:

  • Please only use this method if you originally collected your order from Waitrose

How to return:

  1. Take note of your order number, as you will be asked for this when returning your item to the shop
  2. Package your item(s) securely with delivery note inside
  3. Return to your local Waitrose shop (find your nearest Waitrose here).
    Please note that we are currently unable to accept John Lewis returns at:
    · Waitrose Jesmond
    · Waitrose Cambridge
    · Waitrose Welcome Breaks
    · Waitrose Channel Islands

Lost your delivery note?

Don't worry - just take your order number to the shop. This can be found in your original confirmation email or Click & collect text message.

When will I be refunded?

You'll receive an email to confirm when we have received the item at the warehouse, after which your refund will appear in your account within 5 days. This shouldn't take longer than 14 days from the day that you returned the item back to us.

Return via Royal Mail FREE

Royal Mail

    Use if returning:

  • johnlewis.com orders
  • Parcel must be 61x46cm or smaller and weigh less than 5kg

How to return:

  1. Unpeel the Royal Mail return label from your delivery note and attach it to the parcel you will be returning. Ensure the original address label has been removed
  2. Pack your parcel up securely with the delivery note inside, ticking the reason for return
  3. Return to the Post Office (find your nearest branch here). Please ensure you acquire a tracking number for your parcel

Lost your delivery note?

Don't worry - you can print a new returns label here.

Track your return

Track your item here.

When will I be refunded?

You'll receive an email to confirm when we have received the item at the warehouse, after which your refund will appear in your account within 5 days. This shouldn't take longer than 14 days from the day that you returned the item back to us.

Return via Collect+ FREE

Collect+

Drop your parcel off at a local participating Collect+ shop.

    Use if returning:

  • johnlewis.com orders
  • Parcel must be 90x60cm or smaller and weigh less than 15kg

How to return:

  1. Unpeel the Collect+ return label from your delivery note and attach it to the parcel you will be returning. Please remove the original address label
  2. Pack your parcel up securely with the delivery note inside, ticking the reason for return
  3. Return to a Collect+ location (find your nearest branch here).

Need a return label?

If you are missing a Collect+ returns label, you can print one here.

Track your return

Track your item here.

When will I be refunded?

We'll send you an email to confirm when we have received the item at the warehouse, after which your refund will appear in your account within 5 days. This shouldn't take longer than 14 days from the day that you returned the item back to us.

Return via myHermes FREE

myHermes

Arrange collection from your home or drop the parcel off at a nearby myHermes location.

    Use if returning:

  • johnlewis.com orders
  • Parcel must be 120x100cm or smaller and weigh less than 15kg

How to return:

  1. Pack your parcel up securely with the delivery note inside, ticking the reason for return. Please remove the original address label
  2. Arrange free collection from your home or drop your parcel off at a nearby myHermes location. Please note that you will need access to a printer
  3. Find your nearest myHermes drop-off location.

Track your return

Track your item here.

When will I be refunded?

You'll receive an email to confirm when we have received the item at the warehouse, after which your refund will appear in your account within 5 days. This shouldn't take longer than 14 days from the day that you returned the item back to us.

Home collection for large items

Home Collection

    Use if returning:

  • Items weighing more than 15kg or delivered by a 2 person crew

How to return:

Call us on 03456 049 049 to arrange collection from your home.

For heavy unwanted items that were originally delivered by a two-person crew, we charge a collection fee of £29.95*.

*We don't charge for the collection of damaged or faulty goods.

Our refund policy

We want you to be happy with your purchase. If you're not, just return the item with proof of purchase and we'll exchange or refund it.

It can take up to 14 days from you returning the item(s) to receive your refund, but if you return your order directly to a John Lewis shop we'll process your refund immediately (though it can take up to 5 days for the bank to transfer the funds to you).

Please return the unused product to us within 90 days of receiving your order. Once returned, we’ll refund the person who originally placed and paid for the order. This includes Clearance and Price Match items.

Are there any products that can’t be returned?

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 measure products such as curtains or blinds
  • 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

Terms and 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 resalable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused
  • Where a product has been made to measure or personalised for you, unless faulty, we're unable to refund or offer an exchange. See above for the full list of products that can’t be returned
  • For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items
  • This does not affect your statutory rights

To read more on your consumer rights, you can access the Consumer Contracts Regulations 2013 here.

Methods of payment and refunds

When returning your item, the way you originally paid for the purchase will determine how you are refunded.

Credit / debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

If you are returning your item(s) directly to one of our shops, please make sure you take with you the card that you used to make the purchase.

Paypal

If you paid online using PayPal and return your item via courier, Royal Mail or Collect+, we'll refund your PayPal account.

If you return your item in store, as PayPal is an online payment system, we won't be able to refund your PayPal account immediately and it can take up to 5 days to be processed. You may prefer to opt for either an exchange, or a gift card with the refund value.

Gift cards or vouchers

For items bought in store with a gift card or voucher, return the item to one of our shops and you’ll be given a gift card to the relevant value.

If you originally purchased the item online using a gift card or voucher and make a return via courier, Royal Mail or Collect+, we'll credit your online John Lewis account to the relevant value. This will be visible in your Account area after you log in and the funds will be available to use on your next online purchase.

Please note that if you did not have a johnlewis.com account when making your gift card purchase, in order to access the refund you will need to set an account up with us using the same address used to make the purchase. Set up a johnlewis.com account here.

Cash

If you paid by cash we will refund you in cash.

Returning a gift

Return your gift in store using the gift receipt or despatch note and we’ll refund you by the method of your choice. You also have the option to exchange the item if you so wish.

If you don’t have a gift receipt or despatch note, we’ll refund you with a gift card equal to the current selling price of the item/s in John Lewis.

Lost your receipt?

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.

If you're a my John Lewis customer and you have the John Lewis smartphone app, simply sign into your Kitchen Drawer account on your smartphone to access a digital version of your receipt. You can then show this to the Partner processing your return.

Exchanging items

To exchange an item please visit your nearest John Lewis shop where you’ll be able to exchange your order on the spot (subject to availability).

If you prefer to use one of our other returns methods, simply return the unwanted item following our returns procedure and place a new order online for the product you'd like.

How long do I have to exchange a product?

In line with our returns policy, you have up to 90 days to exchange a product.

Are there any products that can’t be exchanged?

In line with our refund policy above, we can’t offer 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 measure products such as curtains or blinds
  • 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.

International returns

What is the refund policy for international items?

We want you to be happy with your purchase. If you're not, please follow the instructions on our delivery note and return it to us at the address shown, obtaining proof of postage. Unless faulty, we'd like you to make your return within 90 days of purchase, and please note that you’ll need to bear postage costs. If the item is faulty, damaged or not as described, please call us on +44 1698 545 454, 7 days a week, 7am to midnight (UK time).

How do I return an item by post internationally?

If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us on +44 1698 54 54 54.. We will refund any postal charges you incur to return such items. Please note that this refund will be in sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates.

Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we will credit your account as soon as possible.

When will I receive a refund if I return an international delivery?

If you have returned the item to us, your credit or debit card will be credited within 14 days of you sending the returned item.

What happens if I return a gift sent by international delivery?

We can give you a refund for the item as long as you're named on the order as the recipient. Otherwise, we'll need permission from the bill payer. Please contact our International Customer services team on
+44 1698 54 54 54, 7 days a week, 7am to midnight (UK time) and we can discuss your options.