Coronavirus (COVID-19) information for our customers

OUR SHOPS IN ENGLAND
ARE TEMPORARILY CLOSED

Our shops are temporarily closed, but you can find everything you need online and via our app using a range of flexible home delivery options.

 You can Click & Collect orders at Waitrose and hundreds of other locations when shopping for essentials. We have temporarily suspended Click & Collect from John Lewis shops to keep you and our Partners safe.

Our Shops & Services

Our Shops & Services

Shop for the perfect gifts in our shops, online or on our app.

Delivery

Delivery

Our home delivery services are still running. Order before 6pm for next day delivery.

Click & Collect

Click & Collect

  You can Click & Collect orders at Waitrose and hundreds of other locations when shopping for essentials. 
We have temporarily suspended Click & Collect from John Lewis shops to keep you and our Partners safe.

Click & Collect

Returns

Unwanted items purchased in a John Lewis shop between 8 October and 24 December 2020 can be returned up to 35 days after your local store reopens.

What is happening?

Which shops are open?

Our shops in England are temporarily closed, as we follow Government legislation requiring all non-essential retailers to be closed for a short time.

How are you implementing social distancing measures in your shops that are open?

When our shops are open, we continue to implement comprehensive safety and social distancing measures to keep you and our Partners safe. These include: ‘Customer Service Hosts’ who will manage the total number of customers in the shop at any given time, and manage queues both at entrances and busy areas of the shop. These Partners will also be on hand to answer any questions you have about the changes we have made.

There will also be:

- Rigorous cleaning in our shops and hand sanitiser provided at shop entrances.

- Fewer entrances and we'll limit the number of customers in our shops

- Clear signs asking you to stand two metres apart.

- Protective screens at checkouts and any area of the shop where you need to interact with our Partners.

- Contactless payment limit of £45.

- Separation of returned stock for 72 hours

Are your changing rooms open?

Our changing rooms will remain closed for the time being.

Are the cafes in your shops open?

Our cafes and restaurants are currently closed.

Our Services

Which in-store services are now available online?

You can now try the following services: Virtual Nursery Advice, Virtual Personal Styling and Virtual Home Styling. We’re working on bringing more services and experiences to you, so keep checking back for more updates.

Find out more

How are In-Home Services affected e.g. fittings, repairs and design services?

As a Partnership, we have a responsibility to play our part in limiting the spread and impact of COVID-19. We’ve listened carefully to the recent change in tone and emphasis from the UK’s governments and as a result, we are making some changes to our operations which includes prioritising essential services only. We want to continue to support you to live comfortably during this time, therefore we are not stopping all services and installations, but operating an essential only approach.

- We will look to progress and deliver existing orders where possible, as our COVID-19 safe policies and processes allow us to continue to complete this work. However, for bespoke items we may not be able to complete delivery until a later point.

- Where there are new orders considered to be non-essential, we will continue to process and go into production, however we will have to hold off on carrying out the work in your home until it is safe for you and our Partners.

If you have an order or appointment booked in, we will be in contact with you to discuss the next steps. All activities we continue to provide have been risk assessed and we have control measures in place to best protect the safety of our customers, Partners and 3rd Parties. This includes a two-stage pre call process to check all parties are well, 2m social distancing measures, cleaning routines and good ventilation.

When our Partners and 3rd Parties are in your home where possible, please remain in a different room of the property. When in the same room as our team member we would ask that you observe a 2m social distance at all times and if possible we would ask that you to consider wearing a face covering.
Our services that are continuing include:

We are running virtual appointment options for Flooring and Window estimating, and for Kitchen and Bathrooms planning. Find more information about our virtual services here.

For larger projects, whilst our shops are temporarily closed, we are also offering our Home Design Service appointments virtually here.

What recycling services are you currently offering?

Delivery and Disposal Only

We are moving to doorstep only recycling if you have booked one of the following products for delivery and associated disposal only.

If you've chosen this service, please drain/remove the contents of your old appliance and safely disconnect from the water/electricity supply and place on your doorstep or in an accessible location outside of your premises.

Door Step Only
- washing machine
- tumble dryer
- dishwasher
- fridge freezer
- television
- cooker
- hob

Installation Service with Disposal

If you've booked one of our Essential Services/Installations (e.g. Washing Machine Connection) inconjunction with one of our recycling services we will collect the product from within your home.

How are our financial services affected?

Interest Free Credit on technology products can only be applied for in store (online applications aren't currently available). Interest Free Credit is also available on selected Nursery and Home items - you can apply online or in store.

If you have any queries, please find the contact details below. Calls answered Monday–Friday 8am–8pm, Saturday 8am–6.30pm, Sunday 10am–6pm.

For home products call 0345 606 5019. For Electrical products call 01698 545 111. For Nursery products call 01698 545 112.

How are our Nursery Advice Services affected?

You can now book a virtual Nursery Advice appointment, which will be delivered by one of our Nursery Partners.  Find more information about the service here

How do I get help with an electrical product?

For troubleshooting and aftersales queries, please call 03301 230 106.

How is Kuoni affected?

Kuoni is closely monitoring the Foreign & Commonwealth Office advice. Their experienced team of travel experts know the latest information about where you can travel to and will be able to give you the best holiday advice.

The Kuoni travel team are currently working remotely, but you will still receive incredible service. Contact Kuoni’s virtual call centre to speak to a travel expert over the phone or book a video appointment and talk to one of the team face-to-face.

Visit the Kuoni website for more information.

I'm a My John Lewis member, how are my rewards affected?

We're not yet able to accept hot drink and cake vouchers. We will issue new vouchers as soon as it’s safe to do so.

- BeautyCycle service will not be available at the moment - keep hold of your empty beauty products and we'll let you know when the service is available again. Keep on eye on this page for further updates.

You can still enjoy the following benefits:
- Digital rewards on our app and your online account
- Exclusive online rewards and access to virtual events
- Kitchen drawer - when you use our website or app to scan your My John Lewis card in our shops, in-store receipts will be saved.

How can I keep in touch with you?

Our Customer Service Partners are on hand to answer any of your questions or you can find us on Instagram, Facebook and Twitter, where we’ll be sharing our latest news.

Orders & Delivery

Partner Fleet Services 2021

Watch our video for information about our two-person delivery service

Watch our video for information about our two-person delivery

Can I still place an order online for delivery?

Yes, we are following government advice and making doorstep deliveries for online orders. We will also come into your home if a service or installation has been purchased, or if the product you have purchased is a Bed, Mattress, Sofa or Large American Fridge/Freezer or Fitness Equipment, then we will deliver it to the room of your choice if you want us to.

Can I still receive delivery of parcels?

Yes. The public health authorities have advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Can I still receive delivery of larger items and installation services such as furniture and home appliances?

For delivery of items we have made restrictions to our normal delivery proposition. Our full assortment of products will remain available but for the majority of our deliveries we will only offer door step delivery, with the following exceptions:

Exceptions
We will continue to offer room of choice for the following products:

- Sofa Deliveries
- Bed & Mattress Deliveries
- American Fridge Freezers
- Fitness Equipment

We will continue to offer in-home services such as installation for:

- Bed & Divan Assemblies
- All Laundry and Dishwasher Services
- All Cooking Services
- Standard TV Installation
- All Disposals - providing one of the above services has been selected in conjunction with the disposal service

Disposals booked without a service will only be available as a door step collection.

We are temporarily suspending our furniture assembly services and advanced TV installations. (e.g. Wall Mounts, Home Cinema or TV Stand Assembly)

We are working to deliver and install all our existing customer orders. If in the event we are not able to do this, we will advise you of the next steps.

If entering your home, we’ve put a number of measures in place to prioritise your safety and the safety of our Partners. These activities have been risk assessed and we have control measures in place to best protect the safety of our customers, Partners and 3rd Parties. This includes a pre call process to check all parties are well, 2m social distancing measures, cleaning routines and good ventilation.

When our Partners and 3rd Parties are in your home, where possible, please remain in a different room of the property. When in the same room as our team member we would ask that you observe a 2m social distance at all times and if possible we would ask that you consider wearing a face covering.

Please wear a face covering if possible. Unless exempt, our policy requires our delivery crew to wear a face-covering when delivering. For our lengthier and more labour intensive in-home services, our delivery crew may remove their masks providing household members aren’t present in the room.

If we require entry to your property for one of our approved services, on the day of your delivery, we’ll call you beforehand to ask you, "Are you, or anybody in your household self-isolating or displaying coronavirus symptoms?"

If yes - We will offer a contactless doorstep delivery or offer to reschedule the delivery for at least 14 days later (if there are any services these will need to be cancelled/rebooked)

If no - We will deliver in accordance with our original delivery arrangement in the home delivery confirmation email

What if I am self isolating or do not wish to come into contact with a delivery driver?

For smaller items, you're encouraged to use the alternative delivery options available (such as leave in a safe place) so you don't have to receive parcels directly from the courier.

For larger items such as appliances or furniture, please let us know in the pre-delivery call that you’re self-isolating or do not want to come into contact with a delivery driver and we will rebook delivery for at least 14 days later.

Are deliveries of parcels running on time?

Deliveries are currently on time but this may change. Our carriers will contact you if your order is going to be delayed.

 

Click & Collect

Can I still use Click & Collect online?

Our priority remains keeping you and our Partners safe, so Click & Collect at John Lewis shops will be temporarily unavailable.  You can still Click & Collect at your nearest Waitrose as well as selected Co-op stores and Booths when shopping for essentials. 

Order before 6pm for next day collection. Please note, we have changed it from the usual 8pm cut off time due to high customer demand.

We'll notify you by email and text message when your order is ready to collect. Please wait for this notification before going to collect your order as collection times are subject to change.

We ask you to respect the two-metre social distancing rule whilst waiting to collect your order.

If my usual Click & Collect location has closed what other options do I have?

We still have many locations available which will be shown at checkout, including Waitrose & Partners branches or selected Co-op stores and Booths. You can also use Collect+ . Please check our delivery information pages for other delivery methods.

Can I collect on behalf of someone else?

Yes. We understand that you may be asked to collect orders placed by the vulnerable, elderly or those self isolating. To safeguard individuals from fraud, you must present their order number and your own photo ID (passport or photocard driving licence).

What is Car Park Collect and which shops offer this service?

To make social distancing easier for everyone, you can collect John Lewis orders at selected Waitrose & Partners stores without leaving your car – just park in a ‘Car Park Collect’ bay, and a Partner will bring your order out to you.

You’ll be able to see if your local branch is offering the service when you select your collection point on the Checkout page. We are actively looking at new stores where we can offer this service.

Do I need to bring anything with me?
Upon arrival please follow the signs to the designated parking bays and park your car. Call the number displayed and a Partner will bring your order out to you. As always, we need to see your 9-digit order number from your text message or email, and proof of ID to release your order.

Can I still collect my parcel from inside the shop if I want to?
Yes. We understand that it may be more convenient for you to go into the shop if you are doing more shopping or using any of our other services. Where car park collection is not available we ask you to respect the two-metre social distancing rule whilst waiting to collect your order.

Returns

How do I return an item to a shop?

ITEMS BOUGHT IN A SHOP

You can return unwanted items that were purchased between 8 October and 24 December until 28 January 2021. However, if your nearest John Lewis shop is temporarily closed due to government guidance, you can return items up to 35 days after the shop reopens.
 

ITEMS BOUGHT ONLINE

If you wish to return your online purchase to one of our shops, we will be applying social distancing measures which means you need to wait to enter the shop.

If your nearest John Lewis shop is temporarily closed due to government guidance, all other return methods are still available and can be found here.

Please note that for items bought online our returns policy remains unchanged.

Returns by post are still available if you don’t want to wait, but you can return to an open shop by:

- taking items to the till with proof of purchase and the original payment method
- packaging items for new contact-free returns drop box. Find out how below.

Please note:
-All returned stock, whether it's a store or online purchase, is quarantined in line with Government guidelines.
-For items bought online our returns policy remains unchanged.
-If you have been unable to return an unwanted item due to self isolation restrictions, we will honour a late return as long as the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note.


Please read more about the refund policy

How do I use the shop Returns Drop Box to return online purchases?

An online purchase can be returned using the Returns drop box in the shop if item is:
- unwanted and in perfect condition per our returns policy
- less than 20cm thickness x 45cm width
- not breakable, electrical, faulty or damaged
Please note: exchanges for online purchases must be taken to the till.

How to prepare your items for the Returns drop box
1. Remove any barcode label from dispatch note and attach to the outside of the parcel (as if you were returning by post)
2. Complete reason for return on dispatch note and pop into packaging before sealing it
3. Bring package to shop and speak to a Partner at the door to direct you to the drop box
4. Follow the instructions on the drop box and record your return using the numbered receipt label provided on the drop box.
5. The receipt label on the drop box is in two parts. Please ensure you stick part 1 onto your parcel and retain part 2. 

Refunds for returns drop box
We aim to process your refund within 1 day, and we’ll send a Returns Processed email to confirm. Please allow 3-5 days for bank processing.

We can't refund you if you haven't provided the correct information in the parcel, or if your return is outside our returns policy

Please note:
All returned stock is quarantined in line with Government guidelines.

How is your returns policy affected?

We’ve extended our usual limit for returns just for the festive season. Any gift bought between 8 October and 24 December 2020 can be returned up until 28 January 2021, if it’s unwanted or unsuitable.

Can I still return John Lewis Click & Collect items to my Waitrose & Partners delivery driver?

  • If your item is smaller than 54 x 35 x 22cm when packaged, you can return it to the Partner who delivers your waitrose.com groceries.
     

For larger items such as appliances or furniture, please let us know in the pre-delivery call that you’re self-isolating or do not want to come into contact with a delivery driver and we will rebook delivery for at least 14 days later.

Still need help?

For more general queries, you can find helpful information from Customer Services on our website