Click & collect from John Lewis and Waitrose
Costs and timings
Click & collect is FREE from your chosen John Lewis or Waitrose for orders of £30 and over, or £2 if you spend less. It's a 7-day service, so you can shop with ease over the weekend. Please note though, that you'll be able to collect your order during shopping hours but not browsing time on Sundays.
When do I need to order for next day Click & collect?
Place your online order before 8pm today and we’ll deliver it to your chosen John Lewis or Waitrose shop, ready for you to collect after 2pm tomorrow.
Place your order after 8pm today, and you'll be able to collect it after 2pm the day after tomorrow (so orders placed on Monday after 8pm will be available for collection Wednesday from 2pm).
In order to Click & collect, all items within your order must be eligible for this type of delivery. If you’re wondering why an item isn’t available for Click & collect, check the exclusions below.
Collecting my order
How will I know when my Click & collect order is ready?
We'll send you an email when your order is ready, confirming your chosen shop.
If you’ve given us your mobile number, we’ll also send you a text when your order is ready for collection.
What do I need to bring to collect my order?
We need to see your 9-digit order number from your text message or email, and proof of ID. This can be:
- the payment card you used for the order, or
- a current photo driver's licence or passport
We cannot release your order without seeing your ID.
If you paid entirely with gift vouchers, a gift card or PayPal, please bring either your passport or photocard driving licence with you as ID.
Can someone collect on my behalf?
We're happy for someone else to collect your order, but to prevent fraud, the person you've nominated must present your 9-digit order number and their own photo ID (passport or photo driving licence).
How long will you hold my order?
We’ll hold your order in store for 7 days, after which we’ll return the order to the warehouse and refund your account. Please note that this may take up to 14 days to process once the order has left the shop.
Which shop will my order go to?
When you place your order, you’ll be able to select a shop that’s convenient to you. The name of your chosen shop will appear in your email confirmation.
What time shall I pick up my order?
Any time after 2pm, but it’s best to wait for our email or text confirmation before you set off. Do check the opening times of your chosen shop as they all differ, and please be aware that you won't be able to collect your order during browsing time on a Sunday. Find your nearest shop here.
Where do I pick my order up in store?
Look for the 'Customer collection point' in John Lewis. In Waitrose, visit the Customer services counter.
Click & collect order FAQs
I’ve lost my order confirmation email or text message - what can I do?
Please check the junk mail folder within your email account, as occasionally confirmation emails can end up here.
Otherwise, if you were logged in to your johnlewis.com account at time of purchase, you’ll be able to find the order number in your order history. Simply log into your account and click on the relevant purchase to find the order number. Make a note of this and bring it to the shop when you collect.
If you weren’t logged in at time of purchase, we may still be able to release your order if collecting from a John Lewis store only. Bring your photo ID or passport and quote your name and postcode to the collection Partner at the desk.
To keep your order safe, we don’t let anyone collect on your behalf unless they have your order number and their photo ID.
I haven’t had an email or text message to confirm my order has arrived - what should I do?
If you ordered before 8pm, your order will be available to collect the next day from 2pm; so please wait until after 2pm to contact us. If there’s any delay to your order, we’ll text you to let you know.
If you still haven’t received a confirmation message after 2pm the following day, our Customer services team should be able to check the location of your parcel. Call them on 0345 604 9049 between 7am and midnight, 7 days a week.
If you placed your order after 8pm, it will be delivered the day after next.
I was unable to collect my Click & collect order. What happens next?
We’ll hold your order in store for 7 days, after which we’ll return it to our warehouse and refund your account. Please note that this the refund may take 5 days to process once we receive the order back in the warehouse.
How can I return my Click & collect order?
You can return a Click & collect order to:
- any John Lewis shop (this is the fastest way to receive a refund)
- any Waitrose shop (except Waitrose Jesmond, Channel Islands, Welcome Break sites and branches within John Lewis shops: Horsham, Ipswich, Kingston and Watford)
You also have the following options to return your Click & collect order, so long as the parcel you are returning does not exceed the maximum weight or dimension restrictions of the courier:
- Return to a local shop via Collect+ (as long as there's a Collect+ label on your delivery note)
- Post it back by Royal Mail
- Arrange collection or return your order to a participating myHermes store.
Why is Click & collect not available for my item?
Our collection services are only available on items which can be delivered by a single courier, so heavier items which need two people to carry them won’t be suitable for Click & collect. In addition, items delivered by our approved supplier won’t be available for Click & collect.
Why is Click & collect not available for my order?
In order to Click & collect, all items within your order must be eligible for this type of delivery and can’t be mixed. If you’d like to Click & collect eligible items, please place a separate order for them.
Can I Click & collect from all John Lewis and Waitrose shops?
Yes, apart from John Lewis Heathrow, Waitrose in Jesmond or the Channel Islands, at Welcome Break sites, or branches within John Lewis shops: Horsham, Ipswich, Kingston and Watford.
Why isn't my Click & collect order showing as available to pick up tomorrow?
Our order deadline is at 8pm for next day collection; on rare occasions, we may need to bring this forward, but you'll always be shown the earliest collection date in checkout.