Returns & Refunds

How to return or exchange an item

OUR EXTENDED CHRISTMAS RETURNS POLICY

We’ve extended our usual limit for returns just for the festive season.

Any gift bought between 8 October and 24 December 2020 can be returned up until
28 January 2021, if it’s unwanted or unsuitable.

Please ask for a gift receipt in store so that the recipient can also return the present.

COVID-19 FAQs

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

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 some of 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:

a Waitrose & Partners shops (excludes Welcome Break sites)
a Co-op or Booths shop that offers our Click and Collect service
a Post Office branch near you for Royal Mail
a myHermes location (collection also available)
a Collect+ point
your Waitrose delivery driver

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

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

Refunds

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.

Refunds

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

John Lewis & Partners shop

Up to 5 days

Waitrose & Partners shop

Up to 14 days

Other
options

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.

Find out more about refunds

Exchanges

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.

Gifts

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.