Coronavirus (COVID-19) information for our customers
WE MAY HAVE CLOSED OUR DOORS, BUT YOU CAN STILL SHOP WITH US ONLINE
For 155 years, our mission has been to serve you – and rest assured, that will continue. Over the coming days we’ll be exploring ways to offer Partner-led services remotely, while many of our shop Partners will be joining their colleagues at Waitrose, as we play our part to help feed the nation during this time.
We look forward to welcoming you back into our shops when the time is right, but in the meantime, please keep visiting this page for the latest information.
Our Shops & Services
Why are you closing shops?
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.
How long do you expect your shops to be closed for?
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.
Are services affected?
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:
What if my product is currently with you for a repair, or develops a fault while you are closed?
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.
What will happen to your Partners?
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.
Will Waitrose shops in the same location as a John Lewis shop be closing as well?
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.
I’m a my John Lewis member, when will I be able to use my vouchers?
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.
Are all in-store events cancelled?
Yes, all in-store events have unfortunately been cancelled. We look forward to rescheduling as soon as we can.
What will happen if I have an outstanding query or complaint?
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.
How can I keep in touch with 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.
Can I still book home installation and assembly services on large Electrical Appliances, Home Technology and Furniture products?
Unfortunately, home installation and assembly of large electrical appliances, home technology and furniture products are no longer available due to the unfolding situation with coronavirus (COVID-19). Please check back on this page for the latest information.
How do I claim a Price Match?
We are unable to process price match requests for shop purchases until our shops reopen.
We will match any claims for shop purchases from 24 February 2020 until 28 days after our shops reopen. Please keep full details of the price match and your original proof of purchase.
There is no change to the process for price match claims for Online purchases.
ORDERS & DELIVERY
Can I still place an order online for delivery?
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.
Can I still receive delivery of parcels?
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.
Can I still receive delivery of larger items such as appliances or furniture?
Yes. home deliveries are continuing to take place for larger items. You will receive a pre-delivery call and will be asked the following:
Have you or anybody living at this address displayed possible coronavirus symptoms resulting in any of you having to self isolate?
If yes - the delivery will be cancelled and rebooked for at least 14 days later
If no - please read the following statement:
On arrival at your property, we will only be able to deliver your goods to either your doorstep, or to a garage or outbuilding. Regretfully, we will not be able to enter your main premises or undertake any installation services that you may have booked. Our Contact Centre will be in touch with you to arrange any necessary refund. Thank you for your understanding.
The above information is in line with Public Health England advice.
My order is being delivered by an approved supplier, are they affected?
We are working with all of our approved suppliers to understand the impacts to their delivery networks. Our approved suppliers have supply chains that span continents and as such may be impacted more through closures of borders and ports than products stocked within John Lewis & Partners. If this is the case we will inform you as soon as we can and please rest assured we are working with them to minimise these delays wherever possible.
Should I be concerned about touching an order I have received or collected?
Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
What if I am self isolating or do not wish to come into contact with a delivery driver?
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.
Are deliveries of parcels running on time?
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.
Are you still delivering internationally?
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.
Click & Collect
Can I still use Click & Collect online?
Whilst you won’t be able to use Click & Collect in our John Lewis & Partners shops, you can still select the Click & Collect option to pick up your order from your nearest Waitrose & Partners or selected Co-Op stores and Booths.
Order before 4pm for next day collection. Please note, we have changed it from the usual 8pm cut off time due to high customer demand.
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.
What will happen to my Click & Collect order if it’s already in the shop?
We will contact you by email to remind you that you have a parcel to collect. If you are unable to collect your parcel before our shops close on Monday 23 March, you will be refunded. You can re-order the items and have them sent to a Waitrose branch or selected Co-Op stores and Booths. You can also use Collect+.
If my usual Click & Collect location has closed what other options do I have?
We still have many locations available which will be shown at checkout, including Waitrose branches or selected Co-Op stores and Booths. You can also use Collect+ . Please check our delivery information pages for other delivery methods.
What if a Click & Collect location closes and I haven’t collected my parcel yet?
Where locations are closed but your orders have already been placed, we’ll process a refund as soon as possible and send an email to confirm we’ve done so.
How is your returns policy affected?
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.
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.
Please note that for items bought online, the standard returns period remains at 35 days from the date you received your online purhcase.
If I’m self-isolating, how do I return a product?
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.
How is Kuoni affected?
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.
Support for NHS
How are you supporting the NHS?
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.
How will Waitrose & Partners guarantee stock for NHS workers?
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.
What about other emergency services or other key workers?
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.
Still need help?
For more general queries, you can find helpful information from Customer Services on our website