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How to return or exchange an item
REASONS FOR RETURN
Returning your product if it’s unwanted:
Please return your item unused and in original condition (as it was received by you) with proof of purchase within 35 days, and we’ll give you an exchange or refund. Some exceptions apply - 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 a John Lewis & Partners shop 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).
If you're unable to visit a shop, return the unwanted item following one of our returns methods listed below, and place a new order online for the product you'd like. Please be aware that the refund for your unwanted product may take up to 14 days to reach your account.
Find out more about how and when we refund you.
There are some products which we can't exchange unless faulty - find out more in our refund policy
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 full refund, so please keep so your receipt or despatch note.
All other terms and conditions apply to exchanges and refunds on gifts. This doesn’t affect your statutory rights.
Returning your product because it has a fault:
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.
After 30 days, we’ll repair the product as long as it’s within the terms and conditions of our warranty.
RETURNS METHODS YOU CAN USE
You can return orders placed online through any of our shops (except Heathrow), to your local Waitrose & Partners shop (excludes Wallbrook, Kings Cross Station, Channel Islands, Welcome Break sites or Waitrose & Partners branches within John Lewis & Partners Horsham, Ipswich, Kingston and Watford) or via your waitrose.com delivery driver. You can also return by Royal Mail 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. This includes items purchased during Clearance and Price Match events.
Find out more about our refund policy
Find out more about how and when we refund you.
Check the measurements and weight of the item you want to return when it's in its original packaging.
For online orders, you’re also able to print pre-paid returns labels, arrange collection and track returns yourself. You can access the relevant links in each return method shown below.
If you're still unsure whether to return by courier or to arrange collection, contact our Customer Services team on:
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
For items up to 15kg, return via:
John Lewis & Partners shops - items you've bought in store or online
Waitrose & Partners shops - items you've bought online only
Royal Mail or Collect+ or myHermes - items you've bought online only
Waitrose.com - items you've bought online only
For large items over 15kg, return via:
Home Collection - find out more. This is needed for items originally delivered by 2 people, and you can arrange home collection for items bought in store or online. Charges may apply.