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Buying guides

Our buying guides give general advice about buying and caring for a wide range of products, as well as size guides and information about in-store services. We also host buying guides from Which

Guarantees, Added Care and helplines

Guarantees

We always honour the manufacturer's guarantee period where offered; in addition to the first year manufacturer’s guarantee on all electricals, we provide a second year service guarantee at no extra cost. On John Lewis own brand large electrical appliances (except microwaves), the guarantee is for a total of 3 years, and 5 years on all TVs. We also offer a 2 year guarantee at no extra cost on electrified lighting and 5 years on integrated LED lighting (excluding Christmas, novelty, solar powered and nursery lighting and LED bulbs). 

What does the guarantee cover?

Our guarantees provide full cover against mechanical breakdown through normal use. This means that if your item develops a fault during the guarantee period, we'll arrange for it to be repaired free of charge, including all parts and labour. Your guarantee is transferable with ownership, so if you give or sell the item to someone during the guarantee period, it's still covered.

Large domestic appliances include the following ranges of products: washing machines, tumble dryers, washer dryers, dishwashers, fridges, freezers, fridge freezers and cookers (excluding microwaves).

How does it work?

During the guarantee period, if your product develops a fault that needs to be repaired, look for visible signs of the breakdown and consult the fault-finding guide in the manufacturer's handbook, if any.

If that doesn't resolve the issue, please contact your local John Lewis shop and talk to one of our Partners. You’ll need to provide us with details of your item, including the model number and date of purchase. You’ll find all of this information on our original receipt – this acts as your guarantee, so please make sure you keep it safe.

If we can’t repair your item, we’ll replace it with an item of equivalent specification. If no equivalent product is available we‘ll discuss an alternative settlement with you, and we’ll always do our best to make sure that you’re satisfied with the outcome.

What’s not included

There are some specific exclusions from our guarantees, as follows:

  • Repair costs caused by external factors such as computer viruses, faulty software, fire, theft, and weather (including lightning damage)
    Accidental damage, for example if your item has been dropped. You may find that this type of damage is covered by your household contents insurance policy

  • Image ghosting or screen burn. These can appear on a screen that’s left operating for a prolonged period with either a still image or a channel constantly displaying a logo

  • Pixel spots. These are tiny dark or bright spots that may become visible on a screen

  • Digital television picture affected by any of the following: a misaligned or unsuitable aerial, climatic conditions, geographic location, poor quality or low strength broadcast signal

  • Consumables such as batteries, ink cartridges, storage media, rear projection television bulbs, fuses, light bulbs etc

  • If the product has been used commercially or for business purposes (with the exception of computers)

  • Data loss

  • Cosmetic items such as cabinet trim, scratches, dents, corrosion or colour where the function of the product is unaffected

  • Unblocking drainage channels in refrigeration equipment

  • Frozen food loss as a result of the product breaking down

  • Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
    Servicing, inspecting or cleaning of the product; and failure to follow the manufacturer’s instructions and/or installation guidelines

  • Deliberate damage or neglect of the insured product

  • Battery operated toys

  • Christmas, solar powered and nursery lighting

  • Please note that our guarantees provide services for goods bought and used in the UK, the Isle of Man and the Channel Islands

Computer repairs

If you have an Acer, Apple, Samsung or Toshiba laptop, and your machine is still under guarantee, we now offer a convenient free collection and repair service. To arrange a repair, you can either take your computer to the Technical Support Area in one of our shops, or call our helpline on 0330 123 0106 (call charges will depend on your telephone provider.  Please check with your operator for exact charges), and we'll help diagnose the problem. If your computer needs a repair, we can then arrange for it to be collected from and returned to an address of your choice.
 

Added Care for technology, TVs and appliances

If you wish, you have the opportunity to buy Added Care on many electrical products, in order to cover repair costs once the manufacturer's guarantee has expired. For TVs, technology and small appliances, Added Care also acts as insurance to cover repairs needed because of accidental damage, not usually covered under the guarantee.

Please note that extended warranties, accidental damage cover and similar insurances are also available from alternative providers such as manufacturers and insurers. Your household contents insurance may also provide cover against accident, fire or theft .

Find out more about Added Care. Added Care replaced John Lewis Service Plans in June 2014. If you have a current Service Plan and need any information about making a claim, find out more here.

Technical support

If you have any queries or problems with an electrical or technology product, call our JL technical support line on 0330123 0106 (call charges will depend on your telephone provider.  Please check with your operator for exact charges) or email technicalsupport@johnlewis.com from 8am to 9pm weekdays, 8am to 8pm Saturday and 10am to 6pm Sundays – calls are charged at a local call rate. To help us handle your query promptly please have your model number available.

We offer access to a 90 day helpline when you buy a new desktop or laptop computer from John Lewis. The service is available for a period of 90 days from the date you make your purchase, and you can call the helpline on 0870 600 0060 from 8am to 9pm weekdays, 8am to 8pm Saturday and 10am to 8pm Sundays - calls are charged at a national call rate.

When you buy a computer from us, we also offer a variety of computer installation and start-up tuition services from £49.50.

Find out more.

If you need help with any other product on our website, please email our Customer Service team or telephone on 03456 049 049, any time between 7am and midnight, 7 days a week.

Find out more

Prices at John Lewis

All our prices include UK VAT but exclude delivery charges. Standard delivery is currently free on all orders over £50 as in our shops, but we do charge for next and named day delivery. 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 John Lewis shops, although occasionally you may find a lower price in one of our shops if they're matching the price of a local competitor, or online if we have a johnlewis.com special offer.

Our Never Knowingly Undersold commitment means that as we match prices nationally, prices in our shops and online will go down (and up) accordingly. The prices in our catalogues are the same as in our shops at the time of going to press, but may be subject to change during the life of a catalogue.

If you see or buy a product online and find it cheaper with a high street competitor (whether or not they also sell online), as long as their service conditions are comparable, then we’ll match that price for you or refund the difference. Comparable service conditions include factors such as:

  • delivery charges and timescales
  • guarantees provided free or at a charge
  • fitting or installation services, including accreditation of fitters, scope of workmanship, materials used and timescales

If you’ve already purchased the product online, please make sure you report the price match within 28 days from the date of purchase. If you’d like to buy the product but want us to price match first, please check that you’re providing the most up to date information you can obtain when you submit your claim.

You’ll need to complete this form to submit your price match. We’ll be asking you for full details of the product, the competitor and their prices, so please do check that you have this information to hand before you begin to complete the form.

Please note though, that we won’t refund the difference in price paid if you could have bought the product more cheaply with an online-only retailer: examples of these include Dixons.co.uk, Amazon and Play.com ,who sell only through their websites or mail order and not via high street shops. We also don’t match competitors who are in administration or closing down.

Read more about our Never Knowingly Undersold promise

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What do we mean by Clearance?

There are 3 kinds of Clearance bargains:

Reduced for clearance - Goods we no longer wish to stock, such as discontinued lines or colours

Special buy - You won’t find our Special buy products anywhere else. They’re special because we negotiate exclusive discounts with our suppliers and pass the savings on to you. They're limited, either in quantity or for a period of time, but they’ll always give you excellent quality at an exceptional price.

Seconds - These items are hand-selected from production. They may have minor imperfections, but this won't detract from the overall beauty, performance or function of the product

Like all goods we sell, Clearance bargains offer a keen combination of quality and value. All our usual services apply during Clearance, including free standard delivery on orders over £50.

John Lewis Partnership gift card

We've now introduced convenient gift cards as a replacement for buying John Lewis gift vouchers. We'll still be accepting gift vouchers as payment as they have no expiry date, and if you have a partnership card™ we’ll still be sending you gift vouchers which you've earned with your spending points.

John Lewis Partnership gift cards are perfect flexible presents for any occasion. You can buy in any denomination (starting at £10 online, £1 in our shops), and have them despatched to any UK postcode for a small charge, together with a card and gift message.

The recipient can then use our gift card to shop in John Lewis or Waitrose shops or online, up to the value that you've placed on the card. Our gift cards remain valid for 24 months after the last activity, which includes making a balance enquiry.

If you've been asked to buy gift vouchers for a gift list, you can still do so via the Gift List website or in store only. If you'd like to visit one of our shops to buy a gift card, find your nearest John Lewis here, or you can also call 0330 123 0350.

To place a corporate order for gift cards, our Solutions for business team are here to help. Find out more.


Using a John Lewis Partnership gift card online

Shop as usual on the website and then proceed to checkout. During checkout you’ll be asked to enter 2 codes for each gift card you wish to use.

  • the 15-digit number on the back of the card
  • the scratch-off PIN on the back of the card

For multiple gift cards, enter one set of codes at a time.

After entering the gift card codes, your order balance will be automatically updated with credit to the value of the gift card(s). If there’s any balance to pay, you can use a debit or credit card in the usual way.

If you don’t spend the full value of the gift card(s), the remainder stays as a balance on the gift card for you to spend another time. Your gift card remains valid for 24 months following activity, which can include a balance enquiry if you still have credit on your card, but please note that you can’t top up your card with additional credit.

If you have to return goods you've purchased online using your gift card, then in most instances we'll credit your debit/credit card, or credit your online shopping account against further purchases. You may also return goods to any John Lewis shop, where we’ll give you a further gift card. This does not affect your statutory rights.

If you find that your gift card is not accepted at checkout, check the card number and the PIN and try again. If you continue to experience difficulties, email our Customer Service team, or call us on 03456 049 049 between 7am and midnight, 7 days a week.

Front of the John Lewis Partnership Gift card Back of the John Lewis Partnership Gift card

Using John Lewis gift vouchers online

It's still possible to spend John Lewis gift vouchers in our shops and online, as they have no expiry date.

Shop as usual on the website and then proceed to checkout. During checkout you'll be asked to enter two codes for each voucher you wish to spend:

The 10 digit serial number on the bottom right of the voucher;

And the 7 character online security code underneath the scratch-off panel.

For multiple gift vouchers, enter one set of voucher codes at a time.

After entering in the gift voucher codes, your order will be automatically updated with credit to the value of the voucher(s). If there's any balance to pay, you can use a debit or credit card in the usual way. If you do not spend the full value of the voucher(s), the remaining credit will be stored in your johnlewis.com online account and can be used towards your next purchase on johnlewis.com.

If you find that your voucher is not accepted at checkout, check the serial number and online security code you have entered and try again. If you continue to experience any further difficulties, email our Customer Service team or call us on 03456 049 049 between 7am and midnight, 7 days a week.

Please note: Gift vouchers can only be used online once, and they cannot be used in our shops once the holographic panel has been scratched off. If your gift vouchers are accidentally damaged, contact our Customer Services team. If you have to return goods you've purchased online using gift vouchers, then in most instances we will credit your online shopping account against further purchases. You may also return goods to any John Lewis shop. This does not affect your statutory rights. 

Using John Lewis e-vouchers online

Shop as usual on the website and then proceed to checkout. During checkout you'll be asked to enter two codes for the e-voucher you wish to spend:

The 10 digit serial number off the e-voucher;

And the 7 character online security code.

After entering in the e-voucher code, your order will be automatically updated with credit to the value of the e-voucher. If there's any balance to pay, you can use a debit or credit card in the usual way. If you do not spend the full value of the e-voucher, the remaining credit will be stored in your johnlewis.com online account and can be used towards your next purchase on johnlewis.com.

If you find that your e-voucher is not accepted at checkout, check the serial number and online security code you have entered and try again. If you continue to experience any further difficulties, email our Customer Service team or call us on 03456 049 049 between 7am and midnight, 7 days a week.

Please note: e-vouchers can only be used online once, and they cannot be used in our shops or by phone. If you have to return goods you've purchased online using e-vouchers, then in most instances we will credit your online shopping account against further purchases. You may also return goods to any John Lewis shop. This does not affect your statutory rights.

Promotion codes and discounts

If you acquire a coupon, discount or promotional discount code offered by johnlewis.com, it's valid for use online only at johnlewis.com, and not in our shops or by phone, unless otherwise stated.

The following conditions apply:

For the promotional code to be valid, a valid product must be added to your basket.

Only one promotional code can be used per transaction.

If you have more than one promotional code, you may place separate orders.

Orders must be made prior to 23:59 on the closing date.

No cash alternative is available.

All offers are subject to stock availability.

All other John Lewis terms and conditions apply.

Swatches service

This is a free online service to help you choose the right fabric, colour and texture for your new sofa or chair. If you're choosing upholstery that's made to order, we'd strongly recommend you order a swatch before you commit to your choice.

For an individual sofa or chair, you can order every colour swatch available for it, but if you like the look of more than one model, you’ll need to place separate orders for each. These will be posted to you or to any UK address by our suppliers in around 5 working days.

We also provide a swatch service for curtain and blind fabrics in our made to order section. You can order up to 6 swatches at a time and they'll be posted to you within 5 working days.

These free services are only available in the UK. We’re sorry, but the service doesn’t include samples of leather upholstery (though you can view these in our shops), nor does it include curtain fabrics which don't form part of our made to order selection – again, please ask in our shops.