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CONTACT US

Frequently asked questions

Our frequently asked questions aim to help solve your issue. If your enquiry is not listed in our FAQs, please use the tabs below to find the next relevant steps.

How can we help?

Product & stock information

Online stock and product information

Monday – Sunday, 7am – midnight

In-store stock and product information

Find out more from your shop.

Monday – Friday, 8am – 9pm
 Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Price match help

For online purchases

Monday – Sunday, 7am – midnight

For in-store purchases

Visit your local shop if you've already made your purchase.

Monday – Friday, 8am – 9pm
 Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Placing or amending an order

Online orders

Monday – Sunday, 7am – midnight

Orders made in-store

Find out more from your local shop

John Lewis for Business

Monday – Friday, 9am – 5pm

Monday – Friday, 8am – 9pm
 Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Delivery

Online orders

Monday – Sunday, 7am – midnight

Orders made in-store

Find out more from your local shop

Monday – Friday, 8am – 9pm
 Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Technical support

Electricals & Technology
e.g. washing machines, TVs, laptops, tablets

Monday – Friday, 9am – 9pm
 Saturday, 9am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Any other Technical Support

Online orders

Monday – Sunday, 7am – midnight

Orders made in-store

Find out more from your local shop

Monday – Friday, 9am – 9pm
 Saturday, 9am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Returns & refunds

Online orders

Monday – Sunday, 7am – midnight

Orders made in-store

Find out more from your local shop

Returning a product

Find out how to return an item.

Refund policy

Read about our refund policy

Monday – Friday, 8am – 9pm
 Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Guarantees & Added Care

Guarantee queries

Find out more about our guarantees.

Added Care queries

Find out more about added care.

Monday – Friday, 8am – 9pm
 Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Shop information

Shop contact information

Go to our shop information page for contact numbers and opening times.

Other Areas

my John Lewis

my John Lewis is more than just a membership card. It helps you get the most from shopping with us by giving you rewards and treats throughout the year.

Find out about our loyalty scheme

Gift list

Gift List offers a service for weddings and other special occasions. 

Find out more

John Lewis finance

We offer a range of financial products from Home Insurance to Foreign Currency and our credit card, the Partnership Card.

Find out more

International

Call us

 Monday – Sunday, 7am – midnight

Help with another query

Online queries

Monday – Sunday, 7am – midnight

Shop queries

Find out more from your local shop

Email us

Complete our online form to send an email to our Customer Service team.

Select johnlewis.com or choose a shop from the dropdown menu. If it's a website query, it's really helpful if you copy and paste any relevant links into your email.

We aim to respond within 24 hours of receiving your email.

How to make a complaint

Complaints process

Complaint handling and dispute resolution process

We hope that you're pleased with any purchase you've made or service you've received from John Lewis. However, if there's something you're not happy with, please get in touch with the relevant team so that we can try to put matters right.

In the first instance, if you're in one of our shops, speak to a manager, or call or email the shop as soon as possible.

If you're still not happy with our response, contact us using one of these options. If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree a course of action with you.

johnlewis.com

Monday – Sunday, 7am – midnight

Email us

Customer Relations Department
johnlewis.com
Selectapost 57
Sheffield S97 3GL

For problems or queries with your purchase or service from johnlewis.com.

Our shops

Monday – Friday, 8am – 9pm
Saturday, 8am – 8pm
Sundays & Bank Holidays, 10am – 6pm

Email us

Customer Relations Department
John Lewis
PO Box 3586
Glasgow G73 9DW

For problems or queries with your purchase or service from one of our shops.

Technical support

Monday – Friday, 9am – 9pm
Saturday, 9am – 8pm
Sundays & Bank Holiday    

Email us

Customer Relations Department
John Lewis
PO Box 729
Exeter, EX1 9QZ

For problems or queries with an electrical or technology product you've bought from us.

Escalating a complaint

If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service:

Head_of_Customer_Service@johnlewis.co.uk

Head of Customer Service
John Lewis
171 Victoria Street
London
SW1E 5NN

Personal injury claims

If you have suffered any kind of accident resulting in injury in the course of business with us, please call us in the first instance to discuss your experience.

If you've already spoken to us, but aren't satisfied with our response, then you may wish to seek professional advice on how to proceed. Your professional advisor should visit www.claimsportal.org.uk

Alternative Dispute Resolution

If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can access the Online Dispute Resolution platform by following this link.