How to return or exchange an item

Our extended returns policy

You can return unwanted items that were purchased between 8 October and 24 December until 28 January 2021. However, if your nearest John Lewis shop is temporarily closed due to government guidance, you can return items up to 35 days after the shop reopens.

If you'd like to return an online purchase, all other return methods are still available and can be found here.

You can return or exchange unwanted items up to 35 days after purchase. Items must:

  • Be unused and in their original condition (including all labels and tags intact)
  • Not contain personal data or have been manufacturer-registered (for phones, tablets, computers, etc)
  • Have proof of purchase such as receipt or delivery note

There are some items that we can't return or exchange unless faulty. 
Read our return policy to find out more.

Is your item broken or faulty? Find out what to do next

Return icon

Ways to return

Bring to a John Lewis & Partners shop

Return items to any one of our shops, and it's free for online purchases. 

Find out how to make a return as our shops are temporarily closed.

Returns not accepted in shops

Furniture and other large appliances must be returned via Home Collection service.
Find out about Returns not accepted in shops

Send back to us

Free for online purchases

Label, package and return unwanted items to:

For returns from the Channel Islands, download a returns label from the Jersey Post website

For returns from Northern Ireland, return to a Post Office branch near you for Royal Mail

Returns not accepted via post

Jewellery and watches over £500

Please bring items to one of the John Lewis & Partners shops that stock jewellery below:

  • Aberdeen
  • Bluewater
  • Brent Cross
  • Cambridge
  • Cardiff
  • Cheadle
  • Chelmsford
  • Cheltenham
  • Cribbs Causeway
  • Edinburgh
  • Exeter
  • Glasgow
  • High Wycombe
  • Kingston
  • Leeds
  • Leicester
  • Liverpool
  • Milton Keynes
  • Newcastle
  • Norwich
  • Nottingham
  • Oxford
  • Oxford Street
  • Peterborough
  • Reading
  • Sheffield
  • Solihull
  • Southampton
  • Stratford
  • Trafford
  • Welwyn
  • White City Westfield
  • York
  • Peter Jones


We'll process refunds once the item has been checked by our jewellery specialist. This can take up to 14 days.

Request large item collection

Furniture, ovens, large appliances, TVs and items over 15kg must be returned through our Home Collection service. Charges may apply unless the item is damaged or faulty.


The time to receive a refund depends on when and how an item was returned. If you return via:

John Lewis and Partners shop

John Lewis & Partners shop

Up to 5 days

Waitrose and Partners shop

Waitrose & Partners shop

Up to 14 days



Royal Mail, Collect+ or myHermes

Up to 14 days

Refunds will be issued back to the original payment method used to place the order (credit card, debit card or PayPal). For purchases made with gift cards or vouchers, we’ll issue an online credit to My Account on our website. 

Sign in to My Account or Create a new account to view. 


To make an exchange, bring your item into a John Lewis & Partners shop for the product you want (subject to availability). We can exchange an item up to 35 days after purchase if it meets the conditions of our returns policy listed above.

You can also place a new order for the same product and return the unwanted item.

There are some items that we can’t exchange unless faulty. Read our return policy to find out more.

Faulty products

Check your product manual for help with common issues. You can also find some useful advice on our troubleshooting guides for washing machines, tumble dryers, dishwashers, refrigerated appliances and TVs.

If you’re still having problems with a product you’ve bought, please contact us or bring in to a John Lewis & Partners shop.

If your item develops a fault within 30 days of purchase, we’ll give an exchange or refund with proof of purchase. 

After 30 days, we'll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.


Bring your gift into a John Lewis & Partners shop and we’ll exchange (subject to availability) or give a refund on to a John Lewis & Partners gift card.

We're unable to give a refund if the item doesn't meets the conditions of our returns policy listed above.

Need more help?

return icon

Find a store

Find your nearest John Lewis & Partners shop with contact details, events and store information

Get in touch

Get in touch

You can contact us by email, live chat or over the phone

Did you find this page useful?

We’re always looking to improve the information we provide our customers, please help us by providing your feedback