How to return items to us
Drop off or send back your John Lewis purchases for a refund or exchange
You can return or exchange an unwanted item for free up to 30 days after you receive it.
The item you’re returning must:
- Be unused, with all its labels and tags intact.
- Not contain personal data or have been registered with the manufacturer (for phones, computers and other tech products).
Returns are free. There are some items we cannot accept returns or exchanges for, unless they're faulty. Read our returns policy to find out more.
How to return items bought online
We no longer include a delivery note with orders. You'll now find everything you need to know about your orders and returns in your online account, or on our app.
You can return small items you bought online by taking them to a John Lewis or Waitrose shop, or one of our return locations. You can also arrange a collection using Evri or Royal Mail.
- Start a return online: Sign into your account, go to your orders and then select ‘Order details’ on the order you’re returning. Or, enter your order number and email address here to get started.
- Select the item you want to return: Select ‘Return an item’. Tell us what you want to return and the reason for sending it back.
- Select return method: Choose how you want to return your item to us, and whether you want to print your return label at home or at a drop off location.
- Get your return label or QR code: You’ll get a confirmation email with either a label to print or a QR code to scan at your return location. If you're using our website, you can also download your return label or QR code from your order details in your online account. This download option is not currently available on our app. The email will also include instructions on how to return your item.
- Pack and drop off your return: Please repackage the item securely and attach your label to the parcel, if you’ve printed it at home.
To return the item, take the parcel to your chosen drop off location. If you’re printing your label in store, you’ll need to show your QR code and attach the label there.
For all returns methods apart from John Lewis and Waitrose shops, make sure you get proof of postage and keep it safe until we’ve processed your return.
On our website you can track the process of your return from the order details in your account.
Large items
We'll arrange to collect large items from you (items delivered by two people, such as appliances and furniture). Collections of large items are free if they’re damaged or faulty. If not, we charge a £29.95 collection fee.
Bladed items
For safety reasons, knives and bladed items can only be returned to John Lewis shops or with Royal Mail.
Bladed items can't be returned at Waitrose, Booths and Evri.
How to buy and return bladed items
Change or cancel a return request
To change your return method or cancel your return, please contact Customer Services. Have your order number ready so we can help you.
Return locations
John Lewis store
Maximum size and weight - No strict size or weight restrictions, but we do not accept returns of large items in store.
Package and label - Take your item and receipt or order number to the till.
Locations - Find your nearest John Lewis
Return to any John Lewis store except Swindon Outlet.
Waitrose store
For all other small items:
Maximum size and weight - 140 x 80 x 70cm, 30kg
Package and label - Package your item and take it to the welcome desk, or ask an in-store Partner for help.
Locations - Find your nearest Waitrose
Return online purchases to any Waitrose branch, except Welcome Break service stations.
Click & Collect Booths
Maximum size and weight - 140 x 80 x 70cm, 30kg
Package and label - We’ll email you a label to print at home, or a QR code so you can print the label at the return location.
Locations - Find your nearest Click & Collect location
Royal Mail
Maximum size and weight - 61 x 46 x 46cm, 20kg
Package and label - We’ll email you a label to print at home, or a QR code so you can print the label at the return location.
Locations - Find your nearest Post office
Evri
Maximum size and weight - 120 x 100cm, 15kg
Package and label - We’ll email you a label to print at home, or a QR code so you can print the label at the return location.
Locations - Find your nearest Evri drop-off location
Returns from the Channel Islands
You can return items from Jersey and Guernsey by taking them to your nearest Post Office or a Waitrose shop.
All returns from the Jersey must have a Royal Mail returns label attached.
If you are returning a knife, please return to a Post Office and not a Waitrose shop.
Refund time
Please allow up to 14 days from sending the item to receive your refund.
How returns are processed
- It can take up to 7 days for your item to reach our returns centre.
- When we receive your item, we’ll check and process it. This normally takes up to 2 days.
- We'll send you an email to confirm we’ve processed your return. Your refund should appear in your account within 5 days of receiving this email.
If you’ve returned your item to a John Lewis shop, you should see the refund in your account within five days.
How to return items bought in a John Lewis shop
You can return items bought in a shop to any John Lewis store, except Swindon Outlet. Just take the item to one of our till points with your receipt for a refund or an exchange. Don’t forget, if you’re a My John Lewis member your store receipts are saved in your online account. View your store receipts
Items bought in a John Lewis store cannot be returned at Waitrose.
If you’re returning a tech or electrical item to a shop, you’ll need to take it to our specialist electrical returns points in store. These are usually found in the electricals department. One of our in-store Partners will be able to help you find it.