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How to return an item

Our returns policy

If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it.

Unless faulty, this should be within 35 days of receiving your order. By original condition, we'd expect this to mean that you've kept packaging and labels, and that the item is unused and undamaged. This doesn't affect your statuory rights.

You can make your return at any of our shops (except Heathrow), or return johnlewis.com orders to your local Waitrose & Partners. 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.

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 below.

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. For all other faulty items, please visit your nearest shop, or call Customer Services on 03456 049 049

Items up to 15kg

John Lewis & Partners - Items bought in store or online

Waitrose & Partners - Items bought online

Royal Mail - Items bought online

Collect+ - Items bought online

myHermes - Items bought online

Large items - over 15kg

Home Collection - Items delivered by 2 people. Arrange home collection for items bought in store or online.

Unsure of which method to use?

Check the measurements and weight of the item you would like to return in its original packaging.

If you are still unsure whether to return by courier or to arrange collection, contact our Customer Services team on 03456 049 049

What do I do if I 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.

Please have your model number to hand when you call.

For all other faulty items, please call Customer Services on 03456 049 049 and have your order confirmation number to hand, or visit your nearest shop.