I’ve lost my order confirmation email or text message.
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 received an email or text message to confirm my order has arrived.
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. When will I be refunded?
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.
I would like to return my Click & collect order.
You can return a Click & collect order to:
- any John Lewis shop except John Lewis Heathrow
- any Waitrose shop except Waitrose in Jesmond, the Channel Islands, at Welcome Break sites, or branches in 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+
- Post it back by Royal Mail
- Arrange collection or return your order to a participating myHermes store.
More information on how to return a Click & collect order using one of these methods.