Coronavirus (COVID-19) information for our customers

We kept our shops open for as long as possible because we know how important a role they play to you, our customers, and local communities. Due to the unfolding situation with Coronavirus (COVID-19), sadly our John Lewis shops are now temporarily closed.

We don’t know at the moment. This is a rapidly changing situation and we will continue to follow the advice of the Government and Public Health England. We will keep you updated.

Our customers, our communities and the Partners in our business are our priority. That’s why we’re continually monitoring the guidelines and advice provided by the UK Government and Public Health England. As such, we have made the decision to temporarily stop some close contact services in our shops and in customer’s homes in line with current guidance. Services that are affected are:

• Mens & Women’s Personal Styling appointments (suspended)
• Bra fitting service (suspended)
• Some close-contact Beauty services (suspended)
• Home Design Service (suspended)
• In-store Gift List service (suspended). Customers are still able to add, edit and share your Gift List online
• Nespresso Boutiques (suspended)
• Kuoni* (closed until 30 April)
• Home services including flooring, window and curtain fittings, fitted kitchens and bathrooms (suspended from Saturday 21 March). If you have already booked an appointment for an estimate or fitting, we will contact you to rearrange your appointment.
  
• Made-to-measure Blinds and Curtains service - if you have recently placed an order using our made to measure curtains service, you will be contacted via phone or email regarding the status of your order.
  Please note: we are not able to send swatches out at the moment.
• Nursery Advice Appointments (suspended)
• Furniture Aftercare in-home services (suspended)
• Interest-Free Credit - we are no longer taking new IFC orders from 26 March 2020 due to COVID-19. If you have an application already in progress, this will continue.
• John Lewis Opticians (suspended)
  
• Beauty Services (suspended)
  
• Buy Back (suspended)
  
• Foreign Currency service (suspended)

Please note: these services are subject to further changes.

These services are still available online or over the phone:

• Tech Support -  for Troubleshoot and Aftersales queries please call 03301 230 106
  
• Gift List
• Interest Free Credit -  If you have a query, please contact us
• John Lewis & Partners Business - For assistance, please email us at business@johnlewis.co.uk or call us on 03456 037 979
  

Where the item is already in one of our shops, we will be contacting you in the next few days to give you an update. For items that are with one of our approved repair agents we are working with them to arrange a home delivery once the repair is complete.

For new troubleshooting and repair enquiries, please see our troubleshooting pages online or contact John Lewis Technical Support on 0330 123 0106.

Our shop Partners will be joining their colleagues at Waitrose, as we play our part to help feed the nation during this time. Our Waitrose shops have introduced special opening hours and have announced a £1million Community support fund which will be used to help the most isolated and vulnerable members of our communities.

Our Waitrose shops in Kingston-upon-Thames, Basingstoke, Horsham and Ipswich will continue to trade, along with our Foodhall in Oxford Street. Our Foodhall in Bluewater, along with Little Waitrose in Watford and Southampton will close in line with the John Lewis shop.

Members who have digital and paper vouchers for free hot drink and cake which are due to expire while our food service areas in shops are closed, will be issued with new ones when we reopen.

Yes, all in-store events have unfortunately been cancelled. We look forward to rescheduling as soon as we can.

Branch Partners will be in contact with you over the next few days and if any follow up is required after this point, our contact centre Partners will be in touch. Please do allow us some time to manage this transition as we work as quickly as possible to resolve this for you.

Our Customer Service Partners are on hand to answer any of your questions or you can find us on Instagram, Facebook and Twitter, where we’ll be sharing our latest news.

Contact us

Yes. We are following the advice of Public Health England and are still making deliveries for online orders. Order before 4pm for next day delivery. Please note, we have changed it from the usual 8pm cut off time due to high customer demand.

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

For smaller items, carriers are:

• encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
  
• not handing over our hand-held devices to customers to capture electronic signatures
  
• asking drivers to log the name of the person accepting the item
  
• posting a customer contact card to advise of other ways to arrange receiving delivery
   

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

Deliveries are currently on time but this may change.  Our carriers will contact customers who are affected on a case-by-case basis. 

There are countries we deliver to where non-essential shops and businesses are closed. There may be delays of up to 72 hours for some of our international parcels.  We are not currently taking any orders for Australia, Cyprus or Italy.

At present international parcel operations are largely continuing as normal, however we are seeing delays to countries that have special measures or restrictions in place, this is affecting deliveries to France.

We are not currently taking orders for delivery to Italy, Australia or Cyprus. We will revert to normal operations as soon as we can.

In-Store Purchases
Following the announcement to close our shops, we will honour unwanted customer returns for purchases made in our shops, on or after 18 February 2020, for up to 35 days from when our shops reopen.

The other terms of our policy still apply and you must have proof of purchase. If you’re having problems with a product you’ve purchased, please contact us.

Online Purchases
If you wish to return an item you've purchased online, all current methods are still available with the exception of being able to return the item to our shops, as they are temporarily closed.

All return methods can be found here.

Please note that for items bought online, the standard returns period remains at 35 days from the date you received your online purhcase.

If you have been unable to return an unwanted item due to self isolation restrictions, we will 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.

For smaller items, our carriers can collect parcels if left in a safe place. Find out more options for how to make a return.

Larger items such as appliances and furniture, home collections for returns are not possible from customers who are self-isolating.

If you’re having problems with a product you’ve purchased, please contact us. 

Kuoni Travel is suspending all holidays until 30 April 2020
As the travel partner of John Lewis & Partners, the Kuoni customer support team is currently working round the clock to help customers with their travel plans.  The Foreign and Commonwealth Office (FCO) is now advising British nationals to avoid all non-essential overseas travel for 30 days which means that it is no longer possible for customers’ holidays to go ahead.

With this in mind we have made the decision to suspend all holidays departing up to 30 April 2020.
The Kuoni at John Lewis & Partners team will be in touch with anyone due to depart over the coming days and weeks to talk through their travel options.  Anyone due to depart on 1 May or later who would like to talk to us about options to amend travel dates, please get in touch with your Kuoni personal travel expert.

Closed door shop policy, effective from close of business on 18 March
Alongside the FCO advice about avoiding non-essential overseas travel and a significantly reduced demand for travel right now, Kuoni has also decided that in light of the Government’s advice about working from home and social distancing, that with effect from close of business on 18 March the Kuoni travel team will be working remotely. This means that the team will still be operating as normal - dealing with customers on the phone or email rather than face-to-face and as such our Kuoni at John Lewis & Partners outlets will be closed temporarily.

We are donating a vast range of items such as pillows, phone chargers, eye masks and hand cream to hospitals (we've been told by the NHS that these are most needed). We will also be donating 50,000 Easter treats as a gesture of thanks to NHS staff - we hope they’ll go some way to cheering some staff rooms.

While our shops are closed, these donations will be managed centrally by a John Lewis team working with the NHS.

While we can’t guarantee specific items we are getting regular deliveries and our Branch Managers and Partners will set aside a proportion of hard-to-find and essential products from every delivery that arrives into their branch.

Waitrose & Partners are using their discretion at the moment when assessing customer needs. But these steps are largely to support NHS workers who are really at the frontline of responding to these unprecedented challenges.