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.
Do any of these quick links help?
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
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
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
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.
Gift list
Gift List offers a service for weddings and other special occasions.
John Lewis finance
We offer a range of financial products from Home Insurance to Foreign Currency and our credit card, the Partnership Card.
International
Help with another query
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
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
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
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.