How to return or exchange an item
REASONS FOR RETURN
Returning your product if you've changed your mind.
Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 35 days, and we’ll give you an exchange or refund as long as your returned product meets our terms and conditions - see our refund policy.
If you wish to return an item of jewellery or a watch which has a value of over £500, please take it back in person to one of the following John Lewis & Partners shops listed further down the page that stock jewellery and not by post or courier. Please be aware that we'll only process your refund once the item has been returned to and checked by our specialist; this can take up to 14 days.
Making an exchange:
To exchange an item, just visit your nearest John Lewis & Partners shop with your proof of purchase and you’ll be able to exchange your order for the product you want (subject to availability).
We're not able to exchange an item returned by courier or by post. Please return the unwanted item and place a new order.
Returning a faulty item
If you have a faulty electrical item, please call our Technical Support helpline on 0330 123 0106 from 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays. Before you call, you might also like to check our troubleshooting guides.
For all other faulty items, please visit your nearest shop, or call Customer Services on 03456 049 049. If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
There are some products which we can't exchange unless faulty.
Returning a gift
To return a gift in store, please present the gift receipt or the despatch note if it was sent to you directly from johnlewis.com. 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 refund, so please keep your receipt or order confirmation.
If you're a my John Lewis card holder, you can access your receipts in your online account.
RETURNS METHODS YOU CAN USE
You can return orders placed online to:
- You can return orders placed online through any of our shops (except Heathrow)
- Waitrose & Partners shops (excludes Wallbrook, Kings Cross Station, Channel Islands, Welcome Break sites or Waitrose & Partners shops
- You can also return via your waitrose.com delivery driver or by Royal Mail, Collect Plus or MyHermes.
If you purchased in one of our John Lewis & Partners shops, you can only return your order to a John Lewis & Partners shop.
If you return your order to a John Lewis & Partners shop we’ll process your refund immediately. It can take up to 5 days for the bank to transfer the funds to you. For all other returns routes, it can take up to 14 days from your returning the item(s) to receiving your refund.
We’ll refund the person who originally placed and paid for the order.
You can now return small johnlewis.com orders to the Partner who delivers your Waitrose.com groceries.
Your delivery driver can collect small return parcels when they bring you your waitrose.com grocery order.
Each parcel needs to be no larger than 54 x 35 x 22cm when packaged.
Simply parcel up items with a Waitrose & Partners returns label fixed to the outside of the package – you’ll find this on your John Lewis & Partners dispatch note.
You can only return your johnlewis.com return parcels via waitrose.com grocery deliveries. We're unable to accept return parcels via waitrosecellar.com, waitrosegifts.com, waitroseflorist.com, waitrosepet.com, and waitrosegarden.com deliveries.
The service is subject to our normal returns policy, which you can view at johnlewis.com/returns
John Lewis & Partners shops that stock jewellery