Coronavirus (COVID-19) information for our customers in Scotland

BRIGHTER DAYSARE COMING

Brighter Days Are Coming

UPDATES ON OUR SHOPS AND SERVICES

John Lewis Glasgow is now open and John Lewis Edinburgh will open on 14 May.

Services in your home that are essential by government guidance, such as installation, are available. 

Find out more about what we offer in Scotland below.

Brighter Days Are Coming
Brighter Days Are Coming
BRIGHTER DAYSARE COMING
UPDATES ON OUR SHOPS AND SERVICES

Our shops are reopening on 12 April. Please check opening hours as they may have changed.

Delivery & Home Services are available.

Find out more about what we offer in England below.

Our shops are planning to open in Scotland on 26 April.

Delivery of large items (excluding beds, mattresses and sofas) is to doorstep, garage or outbuilding.

Services in your home that are essential by government guidance, such as installation, are available. Check the service before purchase.

Find out more about what we offer in Scotland below.

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

Click & Collect is now available from John Lewis & Partners Glasgow. 
You can also Click & Collect at Waitrose and hundreds of other locations when shopping for essentials.

Click & Collect

Returns

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

About our shops

Measures to keep you and our Partners safe

When our shops open, we continue to implement comprehensive safety and social distancing measures to keep you and our Partners safe. These include:

- Managing queues at entrances, busy areas and the number of customers in the shop, as well as answer any questions
- Rigorous cleaning around the shop and hand sanitiser at entrances
- Signage as a reminder to stand two metres apart
- Protective screens at checkouts and any areas where you need to interact with our Partners
- Contactless payment limit of £45
- Returned items will be isolated in line with the latest government guidance

Shops which may stay closed

We are proposing not to reopen Aberdeen, Ashford, Basingstoke, Chester, Peterborough, Sheffield, Tunbridge Wells, York

Find out more information about your local shop on Our Shops page.

Restaurants

We are planning to open hospitality as soon as possible under the government guidelines. Scotland is currently planned for:

- Glasgow 26 April
- Edinburgh 14 May

3rd party outlets may be slightly different.

Beauty treatments

While are shops are closed, we have Virtual Experiences across Beauty, Home, Wellness and more.

Opticians

Our opticians services in our shop in Glasgow are available from 26 April and 14 May in Edinburgh.

Book an appointment

Shoe fitting

Bookings and walk-ins are available when shops open. Screens and cleaning equipment will be used throughout the day.

You can also learn how to measure kids' feet at home

Lingerie fitting

When our shops open we'll offer a walk-in 'Fit by Eye Service'.

You can also read our guide on how to buy lingerie

Car seat fitting

We're currently unable to provide car seat fitting demonstrations.

Read our guide on how to buy a car seat

Technology, installation and support

Our in-store technology services will be available when our shops reopen.

For any aftersales queries on a home appliance or technology product, call 03301 230 106. 8am-9pm weekdays, 8am-8pm Saturdays and 10am- 6pm Sundays. Call charges vary according to service provider

Technology Installation and Support

Kuoni

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.

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

Returns and Refunds

Items bought in a shop

You can return unwanted items purchased after 8 October 2020 up to 35 days after the date of when your nearest shop reopens.

Find our refund policy

Items bought online

For items bought online our returns policy remains unchanged. You can return your purchase by post.

If you've been unable to return an unwanted item due to self isolation restrictions or a gift you've received, we'll 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.

How to return an item

Delivery and Click & Collect

Taking delivery of large items

We are delivering to your room of choice.

On the day of delivery, we’ll call you to ask if anyone in your household is self-isolating or displaying Coronavirus symptoms. If your answer is:

YES - We can provide a contactless doorstep delivery or we can reschedule for at least 14 days (any additional services will need to be cancelled/rebooked).

Steps for safe delivery

If we are coming into your home, please follow these 4 simple steps:

1. Open windows and doors where possible please create ventilation in your home
2. Maintain 2 metres distance at all times and remain with all family/household members in another room
3. Keep routes and hallways clear to access the room where your order is being delivered
4. Wear face-coverings if possible, our policy requires our drivers to wear a face-covering as well (unless exempt)

Delivery if you're self isolating

For smaller items, please maintain distance to ensure delivery remains contactless.

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 contact with a delivery driver and we will rebook delivery for at least 14 days later.

Available Click & Collect locations

John Lewis shops

Click & Collect is now available from our Glasgow shop. We have temporarily paused other collection points in John Lewis shops in Scotland.

Waitrose, selected Co-op, Booths and Shell and Collect+

Available from Waitrose shops and over 500 new locations.

Order before 6pm for next day collection, available at some locations. Find out more at checkout.

Find your nearest collection point

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.

Collecting orders for someone else

To safeguard individuals from fraud, you must present the order number and your own photo ID (passport or photocard driving licence).

Installation, recycling and assembly services

Installation and assembly services

We are operating our normal delivery proposition. This means:

- All in-home services are available
- We are offering delivery of your products to your room of choice
- We will offer to unpack your product and take away your packaging for recycling

Recycling services

We offer recycling for all appliances and TVs.

Please drain/remove the contents of your old appliance and safely disconnect from the water/electricity supply.

Steps for safe installation / recycling

If we are coming into your home, please follow these 4 simple steps:

1. Open windows and doors where possible please create ventilation in your home
2. Maintain 2 metres distance at all times and remain with all family/household members in another room
3. Keep routes and hallways clear to access the room where your order is being delivered
4. Wear face-coverings if possible, our policy requires our drivers to wear a face-covering as well (Unless exempt)

Home services

Fitted kitchens

Book a free virtual or showroom appointment with one of our expert Partners. In a one-hour appointment, we'll discuss style, function and budget as well as give inspiration from our kitchen ranges.

We will also advise on how to measure your space to start the Planning process or arrange for a local Planner to visit your home.

Our in-home appointments are available throughout the UK.

Find out more on our fitted kitchens page.

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.

Fitted bathrooms

Book a free virtual or showroom appointments with one of our expert Partners. In a one-hour appointment, we'll discuss style, function and budget as well as give inspiration from our bathroom ranges.

We will also advise on how to measure your space to start the Planning process or arrange for a local Planner to visit your home.

Our in-home appointments are available throughout the UK.

Find out more on our fitted bathrooms page.

Curtains, blinds and shutters measuring advice

Book a free virtual appointment and speak to one of our estimators on a video call, or visit one of our shops for more information. From curtain fitting to blinds installation, our experts can tell you everything you need to know.

Our in-home appointments are available throughout the UK.

Find out more on our Curtain & Blind, Shutters, Tracks and Poles or Conservatory Blinds pages.

Floor covering measuring and advice

Book a free virtual appointments where an expert guides you through different types of carpets and flooring, and helps you choose the best style for your home. You can also visit our shops to speak to one of our Partners.

Our in-home appointments are available throughout the UK.

You can find out more on our Floor coverings services page

Home Design service

You can book an in-store or virtual appointment for our Home Design service. Our experts will show you how to make the most of your space, or finally tackle that interior project you've been thinking about.

Virtual services for fashion and beauty

Personal styling for women

Book a virtual appointment with one of our Stylists, where they'll talk through your existing outfits, help you identify the pieces you’re missing and give you useful styling tips.

Go to personal styling for women

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.

Personal styling for men

Book a free virtual appointment and get expert styling advice in the comfort of your own home. You’ll finish the appointment with fresh ways to wear your current clothes or maybe a personalised shopping list emailed to you.

Go to personal styling for men

Nursery advice

Book a free virtual appointment for impartial and expert advice for baby's first year and beyond.

Go to nursery advice

Our membership card and Financial Services

My John Lewis rewards

Some of our benefits which are still available:

- 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.

Hot drink and cake vouchers are unavailable

While our shops are closed we're unable to accept hot drink and cake vouchers. We'll send new vouchers as soon as it’s safe to do so.

BeautyCycle

BeautyCycle service are unavailable 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.

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.

Home, electrical and nursery interest free credit

Interest Free Credit is available on selected Nursery and Home items - you can enquire over the phone

Nursery & Home

Home 0345 606 5019
Nursery products 01698 545 112.

Calls answered Monday–Friday 8am–8pm, Saturday 8am–6.30pm, Sunday 10am–6pm.

Technology

Interest Free Credit on technology products can only be applied for in store (online applications aren't currently available).

For Electrical products call 01698 545 111

Partnership card

Foreign currency

You can buy foreign currency in our shops in Scotland when they open.

You can still buy currency from us online for Home Delivery or Click & Collect from Waitrose.

Still need help?

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