How and when we refund you when you make a return


We've updated our policy as we gradually reopen our shops.

Read shops and services update

When returning your item, the way you originally paid will determine how we refund you.

For returns, including returning via Waitrose & Partners, we'll process your refund once the item comes back into our warehouse. It can take up to 14 days (usually sooner) for the refund to appear in your bank account, but we'll keep you informed at each stage of our process.

Credit / debit card

If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

If you're returning your item(s) directly to a John Lewis & Partners shop, please take the card with you that you used to make the purchase. 


If you paid online using PayPal and return your item to a John Lewis & Partners shop, we can refund your PayPal account straight away. Please make sure you have your order confirmation or delivery note with you.

If you send your item back to us via a Waitrose & Partners shop, by courier, Royal Mail or Collect+, we'll process a refund to your PayPal account once we receive your return.

Gift cards, gift vouchers & online credits

If you purchased online with a gift card or voucher, we will refund the amount owed to you with an online credit.

To use your account credit, simply sign in to your online account when you’re placing your order. Your available credit will be automatically applied to your order, and you just need to deselect it if you don't want to use it yet. You can check your available account credit at any time by signing into your account, and then selecting My Account. There’s no expiry on an online credit. 

If you don't yet have an online account, you can create one by using the email address supplied for your most recent order; just follow the instructions on our sign-up page.

If your email address is already registered and you need to reset your password, enter your email address in our forgotten password form and we'll send you an email with instructions.



If you paid by cash in store, we'll refund you in cash if you have your receipt.  This doesn't affect your statutory rights.

Returning a gift

Return your gift in store using the gift receipt or despatch note, and we'll refund you with a gift card. You also have the option to exchange the item if you prefer.

Please note that 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 refund, so please ensure you have a receipt, despatch note or order confirmation.  

Lost your receipt or delivery note?

If you placed your order online and signed into your account before checkout, it will be in your order history and you can print it off.

You can also show the order confirmation email on your phone to the Partner if you're making a return to a John Lewis & Partners shop.

If  you bought the item in store and you used your my John Lewis card at the time, as long as you have our app just sign into your Kitchen Drawer account on your phone to access a digital version of the receipt. You can then show this to the Partner processing your return.



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