Service appointments

terms and conditions
  1. Our appointment booking system will guide you to your nearest available shop for the service you want, as not all services are available in all our shops. In addition to this, not all product ranges will be available at all our shops – please do ask for further information.
  2. Services must be booked by customers aged 18 or over. For services booked on behalf of another, the person attending the appointment will be deemed to have accepted any attendant terms and conditions relating to that service appointment
  3. At-home appointments must be attended at all times by an adult over 18.
  4. Appointments are for one person or location unless otherwise arranged.
  5. Please help us to find you - let us know if there are any parking restrictions or vehicle access challenges near your property
  6. Appointments are made for a specific service, so they cannot be transferred to other services.
  7. We reserve the right to refuse any appointment booking or to carry out a service appointment if a customer has behaved in an inappropriate, misleading or abusive manner, or if they have continually cancelled appointments without good reason.
  8. We reserve the right to refuse to carry out a home visit if we believe the site to be unsafe. This means that the area to be estimated must be easily accessible and not subject to any alterations
  9. All appointments booked are subject to availability, and we aim to make sure that we keep every appointment booked. If for any reason we’re unable to keep our appointment with you, we’ll contact you straight away and make every attempt to find a convenient alternative appointment to suit you.
  10. If you’re late for an appointment, we’ll make every effort to accommodate you. If you’re not at home when we arrive, we’ll wait for up to 15 minutes. If you cancel a fitting appointment within 48 hours of the appointment date, we reserve the right to make additional charges for another appointment.
  11. Certain beauty treatments may require patch tests or pre-treatment consultations, and we reserve the right to refuse treatment if you don’t attend these. Please contact the shop to check as without a patch test we may be unable to carry out the treatment.
  12. We also reserve the right to refuse to carry out a treatment if the therapist believes it to be unsuitable for you, for example in the case of pregnancy or allergic reactions, or in the case of certain medical conditions.
  13. Services involving fitting for bathrooms, kitchens, floor coverings, curtains or blinds are only available when you’ve purchased the products concerned from John Lewis.
  14. Any measurements taken and plans created remain the intellectual property of John Lewis.
  15. We need to share your information for some services with trusted third parties in order to carry out the appointment.
  16. Petite and Plus Size ranges may be limited in some stores, please call your chosen branch to check sizing beforehand when booking an appointment.
  17. As we are continually looking to improve our services, we may occasionally contact you in line with our Privacy policy.
 

Beauty services

  1. Find out the beauty services available in your local John Lewis (excludes at Home shops)
  2. If you’ve requested a specific therapist, we’ll do our best to accommodate you but we can’t guarantee that person will be available.
  3. Some treatments (such as tinting) require us to carry out a patch test 48 hours prior to your treatment, to test for any skin reactions. Please contact the branch to check as without a patch test we may be unable to carry out the treatment.
  4. The child nail paint service is for children under the age of 12, and they must be accompanied by a parent or guardian throughout the treatment. Other treatments are not usually recommended for children under the age of 16. If the treatment is available, a parent or guardian must sign a consent form, and be available throughout the treatment.
  5. You may be asked to remove valuables such as rings prior to beginning your treatment, but we cannot be held responsible for loss or damage to personal items; please keep them with you during your treatment.
  6. Please make payment in full after your treatment has taken place, except for Clarins treatments, when the cost of your treatment will be the advertised price less your deposit.
  7. If you have any health concerns, please raise them with the therapist before your treatment begins (or if applicable, speak to your doctor prior to booking the appointment). This includes recent surgeries, injuries or metal plates anywhere in your body. We may be unable to carry out certain treatments if you are suffering with any skin conditions, are taking certain medications, or have had recent tattoos or piercings. Please talk to us before your appointment if you think you may be affected.
  8. Please tell us if you’re pregnant, as with the exception of treatments specifically designed for mums-to-be, a number of treatments will be unsuitable if you’re pregnant. Due to the essential oils we use, we’re unable to carry out any treatment during your first trimester. (Restrictions do not apply to hair or nail treatments.)
  9. If you’re late, then your treatment may be reduced or altered to accommodate this, but in some cases we may not be able to carry out the treatment at all and you’ll be asked to rebook your appointment for another time or day.
  10. Please allow at least 48 hours to cancel or amend your appointment; for changes within 24 hours of the appointment, we reserve the right not to refund any deposit you’ve paid.
  11. It may not be possible to carry out some treatments if babies or children are present owing to health and safety regulations. Please check when booking your appointment if you plan to bring a child with you.

Curtains & blinds services

  1. The decision maker should be present for the full duration of the estimating or planning appointment. Please advise the estimator or planner of the location of any hidden wiring or pipes in the area being measured, if known.
  2. Building work; please advise if you're planning any building or redecoration work on the area, as it may be necessary to delay the appointment until the work is completed. Window sills, skirting boards and flooring should be in place.
  3. If you want any additional items to be measured for after making the appointment and included in your estimate, please let us know as soon as possible, so that we can ensure that the Estimator has sufficient time. It may not be possible for the Estimator to complete additional work if they're not informed in advance of the appointment.

The Gift List service

  1. Our Gift List advisor will spend approximately 30 minutes with you to explain the service and how to use the scanner.
  2. You’ll then be free to scan products around the shop at your leisure to create your unique gift list.
  3. Not all our shops have exactly the same product ranges, so please check in advance if there’s a particular item or brand you want to see. If your chosen shop doesn’t have it in stock, our advisors can also show you products online, or refer you to alternative shops which may have specific items on display.
  4. View full Gift List holder Terms and Conditions here

Home Design service

  1. Our Style Advice appointment is for a single room. If you require additional rooms, please contact your nearest shop to discuss as we may need additional time.
  2. Our Design Consultation appointment is for up to 3 rooms. If your project requires more rooms, please contact your nearest branch to discuss as we may need additional time.
  3. The cost of a Design Consultation is £250. One of our Partners will contact you shortly after you have booked your appointment to take this fee. 
  4. The £250 fee will be refunded to you when you buy products worth £1,500 through our Home Design service. These orders must be placed within 6 months of your initial appointment and be on products within your design scheme. Spend excludes any estimating or fitting costs incurred.
  5. If you wish to cancel your appointment, we’ll only refund this fee if you’ve given us at least 48 hours notice via phone or email.
  6. We’ll only visit your home if it is safe; it should not be a building site. Window sills, skirting boards and floorboards should be in place.
 

 

 

Fitted bathrooms installation service

  1. Our Bathrooms installation service is available in the following shops: Bluewater, Cribbs Causeway, High Wycombe, Milton Keynes, Oxford Street, Solihull and York. We're gradually introducing this new service, so the areas covered might not yet include your postcode
  2. During your in-store Consultation appointment with a John Lewis expert Bathroom Partner we will: 
  • understand how you use your bathroom and what design preferences you have (if you have articles or photos of bathroom designs and styles that you like please bring these with you)
  • show you our ranges and explain the options available
  • talk you through the features of all our products to help you choose options that are perfect for you

3. At the end of the consultation appointment, we can book your Planning visit

4. Our bathroom planner will visit your home and work with you to design a bathroom for the space available. There’s a non-refundable planning fee of £50, but you can redeem this in full against your bathroom purchase

5. Please note that we're currently only able to install tiled flooring

6. Once the design of your bathroom has been agreed with you, a full technical Site survey will be carried out by our approved installer

Fitted bedrooms service

  1. If you’re not at your property when the designer arrives, they’ll wait for 15 minutes before moving on to the next customer. There must be a responsible adult (over 18) present at your property when the designer visits.
  2. We’ll only survey your home if it is safe, and it should not be a building site. Window sills, skirting boards and floorboards should be in place.
  3. The design visit is free of charge.
  4. If following the design visit you decide to go ahead with the purchase of a John Lewis Fitted Bedroom, a surveyor will be sent to your home to double check the measurements and design.
  5. You’ll then need to call or visit your local John Lewis shop to pay a 20% non-refundable deposit.

Fitted kitchens installation service

  1. Our Fitted Kitchens installation service is available in all our shops except Trafford, Exeter, Knight & Lee Southsea, St Pancras International, Heathrow and our at Home shops.
  2. During your in-store Consultation appointment with a John Lewis expert Kitchen Partner we will:
  • understand how you use your kitchen and what design preferences you have (if you have articles or photos of kitchen designs and styles that you like, please bring these with you)
  • show you our ranges and explain the options available
  • talk you through the features of all our products to help you choose options that are perfect for you

    3. At the end of the consultation appointment, we can book your Planning visit.

    4. Our kitchen planner will visit your home and work with you to design a kitchen for the space available. There’s a non-refundable planning fee of £50, but you can redeem this in full against your kitchen purchase.

Floor coverings services

  1. The decision maker should be present for the full duration of the estimating or planning appointment. Please advise the estimator or planner of the location of any hidden wiring or pipes in the area being measured, if known. 
  2. Building work; Please advise if you are planning any building or redecoration work on the area, as it may be necessary to delay the appointment until the work is completed. Skirting boards and flooring should be in place.
  3. If you want to add extra areas to be measured after making the appointment,  please let us know as soon as possible, so that we can ensure that the Estimator has sufficient time. It may not be possible for the Estimator to complete additional measures if they're not informed in advance of the appointment.
  4. Moving furniture and old flooring; we can remove furniture from the rooms to be fitted and uplift and dispose of your old floor, so please let the Estimator know if you'd like us to carry out these services. However, we cannot disconnect or reconnect electrical items including televisions, computers, burglar alarms or kitchen appliances. We're also unable to deconstruct and rebuild furniture, or move items such as ornaments or books. Please make alternative arrangements for these tasks to be carried out as needed.

Nursery advice service

  1. Our Nursery advice service is available in all our shops with Nursery departments.
  2. The purpose of your appointment is for our advisor to give you impartial advice, enabling you to create a nursery list for use as a guide to what you need to buy for your new baby and their nursery. You can then share this list with friends and family.
  3. Not all our shops have exactly the same product ranges, so please check in advance if there’s a particular item or brand you want to see. If your chosen shop doesn’t have it in stock, our advisors can also show you products online, or refer you to alternative shops which may have specific items on display.

Opticians

Our Opticians service is currently available at our Stratford City, Bluewater, Kingston and Cardiff shops.

 

  1. If you’ve requested a specific optometrist, we’ll do our best to accommodate you but we can't guarantee that person will be available on the day.
  2. Please make payment in full after your eye test.
  3. If you have any health concerns you may feel are relevant, then please raise them with your optometrist at the start of your appointment.
  4. If you're late, we’ll do our best to accommodate you, but we may have to ask you to re-book your appointment for another time or day.
  5. There are two types of appointments, so please check the descriptions to ensure you've booked the right one as they vary in terms of timing; as your optometrist has been booked for a specific period, should you need longer then you may have to book a further appointment.
  6. If you’ve indicated that you are eligible for an NHS eye test, you’ll need to bring proof of eligibility with you to your appointment.
  7. If you’re 16 or under you must be accompanied to your appointment by a parent or guardian.
  8. Eye tests are carried out at the discretion of the optometrist. If they believe, for any reason, that it’s not appropriate to complete your eye test at the specified time, then they’ll discuss this with you and rebook your appointment as needed.

Personal styling service

  1. Personal Styling services are available in all our shops with Womenswear departments, so that excludes our at Home branches.
  2. Appointments are designed for one person only, so if you want to bring a friend who also wants to be styled, you’ll need to book multiple appointments. Otherwise, your friend will also be welcome to come along at the end of the appointment, but unfortunately we can’t accommodate them during the consultation.
  3. There are 3 types of appointment, so please check the service descriptions to make sure you’ve booked the right one. They vary in terms of timing, so the stylist has been booked for you for a specific period of time; should you need longer, or more than one outfit, you may have to book a further appointment.
  4. The Style Profile appointment costs £125 (non-refundable), and you’ll need to pay in advance of the appointment. You can redeem the fee against fashion purchases only that you make on the day over £500, as long as you’ve also booked a Style Express or Style Experience to follow. You must make your purchase on the same day as your Style Profile, as we cannot allow retrospective redemptions.
  5. If you book the Style Profile appointment as a gift, we’ll call you to take payment. If you book the appointment personally, we’ll call you 48 hours beforehand to discuss how we can help you, and will take payment on the day (fee redeemable as above).