Coronavirus (COVID-19) information for our Welsh customers

BRIGHTER DAYSARE COMING

Brighter Days Are Coming

UPDATES ON OUR SHOPS AND SERVICES

Our Cardiff shop is open. Please check opening hours as they may have changed.

Delivery and home services are available.

Find out more about what we offer in Wales 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 Cardiff shop is open. Please check opening hours as they may have changed.

Delivery and home services are available.

Find out more about what we offer in Wales below.

Managing customer numbers

We may ask you to queue at the entrance to keep the number of customers and Partners in our shops at a safe level.

Check opening times

You may prefer to shop early in the morning or later in the evening when the shop is quieter.  Check opening times.

What's open

Toilets are available for use. Fitting rooms and restaurants are also open. 

Face Coverings

Please continue to wear a face covering when you visit our shop.

Cleaning

We sanitise baskets, routinely clean touch points and provide hand sanitiser at the entrance and around the shop.

Click & Collect

Please visit your shop's Collection Point to collect online orders. Ask a Partner in store for any help.

Delivery

Delivery

Our home delivery services are still running. Order before 8pm for next day delivery.

Click & Collect

Returns

You have 35 days to return unwanted items that are unused and in their original condition with proof of purchase. Some exceptions apply.

About our shops

Measures to keep you and our Partners safe

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

Do I need to wear a mask when visiting your shops?

In line with Government legislation, John Lewis Partnership expects all customers (less those with valid medical reasons) to wear a face covering when in our shops.

Carrier bags

From 21 May, single use carrier bags will be charged at 10p per bag in line with the Government’s national increase. 

Restaurants

Our indoor cafes and restaurants are now open inline with government guidelines. 

Beauty treatments

While our beauty treatments are unavailable, we have Virtual Experiences across Beauty, Home, Wellness and more.

Opticians

Our opticians services in our shops in Wales are available. Book an appointment

Shoe fitting

Bookings and walk-ins are available in store. Screens and cleaning equipment will be used throughout the day.

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

Technology, installation and support

Our in-store technology services are available in most of our shops.

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

Returning an unwanted item

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

Find our refund policy

For a small item bought online you can also arrange a Home Collection through Hermes.

Free returns via MyHermes

Returning a faulty item

If you think your item is faulty, please contact us.

Find out how to contact us

How do I pre-book a shopping slot?

Simply click here to search for your chosen store using your area, postcode or store name, and find a slot that’s suitable for you.

How frequent are the shopping slots?

Every 15 minutes, and you can shop for as long as you like.

How far in advance can I book a shopping slot?

You can select and book a shopping slot up to 14 days in advance.

What should I do when I arrive at the store?

Please show your slot booking confirmation email to a Partner at the store entrance when you arrive.

How will I be reminded of my shopping slot?

Once you’ve pre-booked your slot you’ll receive a confirmation email with the option to add to your calendar. We’ll also email you a reminder 24 hours before your shopping slot.

How many shopping slots are available to pre-book?

It varies, depending on the size of the store and the time of day.

What if all the shopping slots are fully booked?

Don’t worry, you’ll still be able to shop as normal. However, we’ll carry on managing numbers in our stores at Christmas, so you can keep a safe distance from others while you’re shopping. This may mean you’ll need to queue at busy times.

What happens if I’m running late for my pre-booked slot?

We know that life’s busy and you can sometimes run late. If you’re late for your shopping slot please speak to the Partner at the store entrance when you arrive, and they will do their best to find a slot for you. Please be aware that if you’re late for your pre-booked slot and the shop is busy, we may ask you to queue until it’s safe to enter.

I’ve realised I need to reschedule or cancel my shopping slot – how do I do this?

You can easily reschedule or cancel your shopping slot if you can no longer make it. You’ll find the option to reschedule or cancel your slot in your booking confirmation email.

Can I pre-book a slot for collecting my John Lewis Click & Collect parcel?

There’s no need to book a slot to collect your John Lewis Click & Collect parcel. Just follow the instructions on your collection email or text as usual.

How many people in my household can accompany me to my shopping slot?

We’re asking customers to help us manage the number of people in our shops by shopping alone if you possibly can. While this won’t be possible for everybody, we are very grateful for your support during this time of uncertainty.

Vulnerable customers

If you’re vulnerable, please let our Partners at the entrance know and they will be happy to assist you.

Can I pre-book a slot for someone else who is doing my shopping for me?

Yes. Just make sure that when you book the slot you enter the details of the person doing your shopping.

Is my data secure? Who has access to it?

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it. We secure access to all transactional areas of our websites and apps using ‘https’ technology.
Click here for more information about the John Lewis Partnership protects your privacy, and click here for more information about how our shopping slot booking partner, Qudini, ensures data privacy.

How are Fashion & Beauty services affected?

We're now running the following in-store services:

- Women's and Men's Personal Styling appointments (also available as Virtual Personal Styling)
- Bra fitting service
- Some close-contact Beauty Services and treatments
- Buy Back

How is the Opticians service affected?

The John Lewis Opticians is open

In line with Government guidance the following safety measures will be in place:

- A limit on the number of individuals in our stores, as such, you may have to wait to enter the opticians.
- Our teams are adhering to enhanced health and safety protocols which includes wearing masks and increased frequency of handwashing and surface cleaning.
- We ask all customers to wear a face mask or covering whilst visiting the opticians and ask you to keep at least 2 metres distance. We will provide you with sanitisation gel on entry.
- When you try on our glasses we will clean them both before and after.

Eye tests have resumed, you will notice some significant changes to these:
- Our optometrists will wear full PPE for both theirs and your protection.
- We have increased the time between appointments to allow for extended sanitisation procedures between customers.
- We will contact you 24 hrs in advance of your appointment to screen for symptoms of Covid-19 and identify whether a solution to your optical concern can be found without the need for you to visit one of our stores if you prefer.
- Your prescription can be provided by email rather than hand written documentation.


If you or anyone in your household has a new, continuous cough or a high temperature, a loss of, or change to, your sense of smell or taste, please do not attend the practice.

If you have a query but your local John Lewis Opticians is still temporarily closed, please email info@davidclulow.com

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 open John Lewis shops. Find your local shop

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

Available from Waitrose shops and over 500 new locations.

Order before 8pm 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 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 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 appointment 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.

Fashion and nursery virtual services

Personal styling for women

There will be limited number of socially distanced appointments available from our shops.

Virtual styling appointments are still available to book from the comfort of your own home. Our Stylists can 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

There will be limited number of socially distanced appointments available from our shops.

Virtual styling appointments are still available to book from 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

Appointments will be available in our shops 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

Home & Nursery is available with Interest Free Credit in store and over the phone.

Home 0345 606 5019
Nursery products 01698 545 112.

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

Technology is available with Interest Free Credit in store only.


For Electrical enquries products call 01698 545 111

Partnership card

Foreign currency

You can buy foreign currency in our shops. You can also 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