How to return an item


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 for more details.

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.

Returning Christmas presents: 

We’ve extended our usual limit for returns just for the festive season. You can return any gift you buy 21 October - 24 December up until 28 January if it’s unwanted or unsuitable. If you’re buying in store, please ask for a gift receipt so that the recipient can also return the present. We’re sorry that we can’t provide gift receipts for online orders.

All other terms and conditions apply to exchanges and refunds. 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.



You can make your return at any of our shops (except Heathrow), or return 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.

Find out more about our refund policy

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 03456 049 049

For items up to 15kg, return via:

John Lewis & Partners shops - Items bought in store or online

Waitrose & Partners shops - Items bought online

Royal Mail - Items bought online

Collect+ - Items bought online

myHermes - Items bought online

For large items over 15kg, return via:

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