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Exchanging an item

To exchange an item, please visit your nearest John Lewis & Partners shop where you’ll be able to exchange your order on the spot (subject to availability).

If you prefer to use one of our other returns methods, simply return the unwanted item following our returns procedure and place a new order online for the product you'd like. (Your refund may take up to 14 days)

Credit / debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

If you are returning your item(s) directly to one of our shops, please make sure you take with you the card that you used to make the purchase.


If you paid online using PayPal and return your item to a John Lewis & Partners shop, we can refund your PayPal account straight away. Please make sure you have your order confirmation or delivery note with you.

If you send your item back to us via a Waitrose shop, by courier, Royal Mail or Collect+, we'll refund your PayPal account as soon as possible once we receive your return.

Gift cards, gift vouchers & online credits

For items bought in store or online with a gift card or voucher, return the item to one of our shops and you’ll be given a gift card to the relevant value.

If you originally purchased the item online using a gift card or voucher and make a return via courier, Royal Mail or Collect+, we'll refund the amount owed to you with an online credit.

To use your account credit, simply sign in to your online account when you’re placing your order. Your available credit will be automatically applied to your order, and you just need to deselect it if you don't want to use it yet. You can check your available account credit at any time by signing into your account, and then selecting My Account. There’s no expiry on an online credit. 

If you don't yet have an online account, you can create one by using the email address supplied for your most recent order; just follow the instructions on our sign-up page.

If your email address is already registered and you need to reset your password, enter your email address in our forgotten password form and we'll send you an email with instructions.


If you paid by cash we will refund you in cash.

Returning a gift

If the product was a gift, to return in store please present the gift receipt, or the despatch note if it was sent to you directly from As long as it meets the conditions of our returns policy, we'll either exchange it or refund to a gift card.

If you return products which are outside our returns policy, or if you don’t have proof of purchase, we’re unable to process a full refund, so please keep so your receipt or despatch note.

This doesn't affect your statutory rights.


How long do I have to exchange a product?

In line with our returns policy, you have up to 35 days to exchange a product, starting from the date of purchase or the date you received your order. This doesn't affect your statutory rights.

Are there any products that can’t be exchanged?

The following items are excluded from our goodwill returns policy, unless faulty or not as described:

  • perishable goods such as fresh flowers and food
  • computer software vouchers that have been redeemed, or computer software that has been opened
  • any gift cards
  • any pierced earrings
  • underwear/swimwear which has been worn, or bedding that has been used
  • beauty products that have been unsealed and opened
  • where a product has been personalised or made to your measurements; we also can’t accept cancellations for these orders, unless within 48 hours of your order being placed. We’ll make this clear when you place your order.

This does not affect your statutory rights.