How and when we refund you when you make a return

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. 

PayPal

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.

Apple pay

If you paid online using Apple Pay and return your item to a John Lewis & Partners shop, we can refund your Apple Pay account straight away. Please make sure you have your order confirmation or delivery note with you as well as your device account number from your Wallet & Apple Pay.

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 Apple Pay account once we receive your return.

Interest Free Credit

Find out more here about returning an order paid for using Interest Free Credit.

Gift cards, gift vouchers & online credits

If you purchased online with a gift card or voucher, we’ll email you an e-gift card for the refund amount, or refund via 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.

Cash

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.