Service appointments
GENERAL TERMS AND CONDITIONS
Online appointment booking is available for selected services in our shops.
General terms common to several services are listed here – see the sections further down for specific services. These are conditions we need you to be aware of before you book a service appointment with us.
- Instore appointments last 60 minutes and are ideal if you’d like to have a look and feel of the items and materials in person. Virtual appointments last 30 minutes where you can speak to our stylists on a video or phone call from the comfort of your home. All appointments are free of charge with no obligation to buy.
- When booking an appointment you'll be asked to fill out a quick questionnaire and provide information about the space, so we can understand your needs for the project. Then you’ll meet your chosen or local Home Design Stylist either virtually or in-store, depending on which appointment you book.
- We’ll start by discussing your ideas, inspiration and requirements before agreeing next steps on the project. Your Home Design Stylist will then start work on your project, creating a bespoke design for you.
- We’ll invite you to a presentation with your Home Design Stylist to talk through the design, which may include a mood board, floor plan and 3D-visualisation depending on the project requirements.
- If you wish to cancel your appointment, we ask that you give us at least 48 hours notice via phone or email.
- We’ll only visit your home if it is safe; it should not be a building site. Window sills, skirting boards and floorboards should be in place.
- Not all our shops have exactly the same product ranges, so please check in advance if there’s a particular item or brand you want to see. If your chosen shop doesn’t have it in stock, your Home Design Stylist can show you products online or refer you to alternative shops which may have specific items on display.
- We reserve the right to refuse to carry out a home visit if we believe the site to be unsafe. This means that the area to be estimated must be easily accessible and not subject to any alterations.
- All appointments booked are subject to availability, and we aim to make sure that we keep every appointment booked. If for any reason we’re unable to keep our appointment with you, we’ll contact you straight away and make every attempt to find an alternative appointment to suit you.
- If you’re late for an appointment, we’ll make every effort to accommodate you. If you’re not at home when we arrive, we’ll wait for up to 15 minutes. If you cancel a fitting appointment within 48 hours of the appointment date, we reserve the right to make additional charges for another appointment.
- Certain beauty treatments may require patch tests or pre-treatment consultations, and we reserve the right to refuse treatment if you don’t attend these. Please contact the shop to check as without a patch test we may be unable to carry out the treatment.
- We also reserve the right to refuse to carry out a treatment if the therapist believes it to be unsuitable for you, for example in the case of pregnancy or allergic reactions, or in the case of certain medical conditions.
- Services involving fitting for kitchens, floor coverings, curtains or blinds are only available when you’ve purchased the products concerned from John Lewis & Partners.
- Any measurements taken and plans created remain the intellectual property of John Lewis & Partners.
- We need to share your information for some services with trusted third parties in order to carry out the appointment.
- Petite and Plus Size ranges may be limited in some stores, please call your chosen branch to check sizing beforehand when booking an appointment for Personal Styling.
- As we are continually looking to improve our services, we may occasionally contact you in line with our Privacy policy.
1. Beauty treatment services
- Find out about the beauty services available
- If you’ve requested a specific therapist, we’ll do our best to accommodate you but we can’t guarantee that person will be available.
- Some treatments (such as tinting) require us to carry out a patch test 48 hours prior to your treatment, to test for any skin reactions. Please contact the shop to check, as without a patch test we may be unable to carry out the treatment.
- The child nail paint service is for children under the age of 12, and they must be accompanied by a parent or guardian throughout the treatment. Other treatments are not usually recommended for children under the age of 16. If the treatment is available, a parent or guardian must sign a consent form, and be available throughout the treatment.
- You may be asked to remove valuables such as rings prior to beginning your treatment, but we cannot be held responsible for loss or damage to personal items; please keep them with you during your treatment.
- Please make payment in full after your treatment has taken place, except for Clarins treatments, when the cost of your treatment will be the advertised price less your deposit.
- If you have any health concerns, please raise them with the therapist before your treatment begins (or if applicable, speak to your doctor prior to booking the appointment). This includes recent surgeries, injuries or metal plates anywhere in your body. We may be unable to carry out certain treatments if you are suffering with any skin conditions, are taking certain medications, or have had recent tattoos or piercings. Please talk to us before your appointment if you think you may be affected.
- Please tell us if you’re pregnant, as with the exception of treatments specifically designed for mums-to-be, a number of treatments will be unsuitable if you’re pregnant. Due to the essential oils we use, we’re unable to carry out any treatment during your first trimester. (Restrictions do not apply to hair or nail treatments.)
- If you’re late, then your treatment may be reduced or altered to accommodate this, but in some cases we may not be able to carry out the treatment at all and you’ll be asked to rebook your appointment for another time or day.
- Please allow at least 48 hours to cancel or amend your appointment; for changes within 24 hours of the appointment, we reserve the right not to refund any deposit you’ve paid.
- It may not be possible to carry out some treatments if babies or children are present owing to health and safety regulations. Please check when booking your appointment if you plan to bring a child with you.
2. Curtains & blinds services
- The decision maker should be present for the full duration of the estimating or planning appointment. Please advise the estimator or planner of the location of any hidden wiring or pipes in the area being measured, if known.
- Building work; please advise if you're planning any building or redecoration work on the area, as it may be necessary to delay the appointment until the work is completed. Window sills, skirting boards and flooring should be in place.
- If you want any additional items to be measured for after making the appointment and included in your estimate, please let us know as soon as possible, so that we can ensure that the Estimator has sufficient time; call our Home Services Customer Care team on 0345 608 0850. It may not be possible for the Estimator to complete additional work if they're not informed in advance of the appointment.
3. The Gift List service
- Our Gift List advisor will spend approximately 30 minutes with you to explain the service and how to use the scanner.
- You’ll then be free to scan products around the shop at your leisure to create your unique gift list.
- Not all our shops have exactly the same product ranges, so please check in advance if there’s a particular item or brand you want to see. If your chosen shop doesn’t have it in stock, our advisors can also show you products online, or refer you to alternative shops which may have specific items on display.
- View full Gift List holder Terms and Conditions here
4. Home Design service
1) Instore appointments last 60 minutes and are ideal if you’d like to have a look and feel of the items and materials in person. Virtual appointments last 30 minutes where you can speak to our stylists on a video or phone call from the comfort of your home. All appointments are free of charge with no obligation to buy.
2) When booking an appointment you'll be asked to fill out a quick questionnaire and provide information about the space, so we can understand your needs for the project. Then you’ll meet your chosen or local Home Design Stylist either virtually or in-store, depending on which appointment you book.
3) We’ll start by discussing your ideas, inspiration and requirements before agreeing next steps on the project. Your Home Design Stylist will then start work on your project, creating a bespoke design for you.
4) We’ll invite you to a presentation with your Home Design Stylist to talk through the design, which may include a mood board, floor plan and 3D-visualisation depending on the project requirements.
5) If you wish to cancel your appointment, we ask that you give us at least 48 hours notice via phone or email.
6) We’ll only visit your home if it is safe; it should not be a building site. Window sills, skirting boards and floorboards should be in place."
7) Not all our shops have exactly the same product ranges, so please check in advance if there’s a particular item or brand you want to see. If your chosen shop doesn’t have it in stock, your Home Design Stylist can show you products online or refer you to alternative shops which may have specific items on display.
5. Fitted bedrooms service
- If you’re not at your property when the designer arrives, they’ll wait for 15 minutes before moving on to the next customer. There must be a responsible adult (over 18) present at your property when the designer visits.
- We’ll only survey your home if it is safe, and it should not be a building site. Window sills, skirting boards and floorboards should be in place.
- The design visit is free of charge.
- If following the design visit you decide to go ahead with the purchase of a John Lewis Fitted Bedroom, a surveyor will be sent to your home to double check the measurements and design.
- You’ll then need to call or visit your local John Lewis & Partners shop to pay a 20% non-refundable deposit.
6. Fitted kitchens service
1. Our Fitted Kitchens installation service is available through most of our shops with the exception of Trafford, Exeter, and our at Home shops
2. During your Consultation appointment we will:
- understand how you use your kitchen and what design preferences you have (if you have articles or photos of kitchen designs and styles that you like, please bring these with you)
- show you our ranges and explain the options available
- talk you through the features of all our products to help you choose options that are perfect for you
3. At the end of the consultation appointment, we can book your in store design appointment.
4. Our kitchen planner will work with you to design a kitchen for the space available, and may be required to visit your home
7. Floor coverings services
- The decision maker should be present for the full duration of the estimating appointment. Please advise the estimator of the location of any hidden wiring or pipes in the area being measured, if known.
- Building work; Please advise if you are planning any building or redecoration work on the area, as it may be necessary to delay the appointment until the work is completed. Skirting boards and flooring should be in place.
- If you want to add extra areas to be measured after making the appointment, please let us know as soon as possible, so that we can ensure the Estimator has sufficient time; call our our Home Services Customer Care team on 0345 608 0850. It may not be possible for the Estimator to complete additional measures if they're not informed in advance of the appointment.
- Moving furniture and old flooring; we can remove furniture from the rooms to be fitted and uplift and dispose of your old floor, so please let the Estimator know if you'd like us to carry out these services. However, we cannot disconnect or reconnect electrical items including televisions, computers, burglar alarms or kitchen appliances. We're also unable to deconstruct and rebuild furniture, or move items such as ornaments or books. Please make alternative arrangements for these tasks to be carried out as needed.
8. All Things Baby service
- Our All Things Baby service is available in all our shops with Nursery departments. Virtual Advice appointments are available to all customers, regardless of location and distance from a branch.
- Our All Things Baby appointments are totally free and there is no obligation to buy.
- The purpose of our appointments is for our Nursery Expert to give you impartial advice, enabling you to leave with a personalised shopping list for use as a guide to what you need to buy for your new baby and their nursery.
- Not all our shops have exactly the same product ranges, so please check in advance if there’s a particular item or brand you want to see. If your chosen shop doesn’t have it in stock, our Nursery Experts can also show you products online, or refer you to alternative shops which may have specific items on display.
9. Opticians
Our Opticians service is currently available at John Lewis & Partners Bluewater, Cardiff, Cheadle, Glasgow, Kingston, Leeds, Oxford, Oxford Street, Stratford City, Welwyn, White City Westfield.
- If you’ve requested a specific optometrist, we’ll do our best to accommodate you but we can't guarantee that person will be available on the day.
- Please make payment in full after your eye test.
- If you have any health concerns you may feel are relevant, then please raise them with your optometrist at the start of your appointment.
- If you're late, we’ll do our best to accommodate you, but we may have to ask you to re-book your appointment for another time or day.
- There are two types of appointments, so please check the descriptions to ensure you've booked the right one as they vary in terms of timing; as your optometrist has been booked for a specific period, should you need longer then you may have to book a further appointment.
- If you’ve indicated that you are eligible for an NHS eye test, you’ll need to bring proof of eligibility with you to your appointment.
- If you’re 16 or under you must be accompanied to your appointment by a parent or guardian.
- Eye tests are carried out at the discretion of the optometrist. If they believe, for any reason, that it’s not appropriate to complete your eye test at the specified time, then they’ll discuss this with you and rebook your appointment as needed.
10. Personal styling service
- Personal Styling services are available in all our shops with Womenswear departments.
- Appointments are designed for one person only, so if you want to bring a friend who also wants to be styled, you’ll need to book multiple appointments. Otherwise, your friend will also be welcome to come along at the end of the appointment, but unfortunately we can’t accommodate them during the consultation.
- There are 5 types of appointment, so please check the service descriptions to make sure you’ve booked the right one. They vary in terms of timing, so the stylist has been booked for you for a specific period of time; should you need longer, or more than one outfit, you may have to book a further appointment.
11. The Beauty Society
- If you’ve requested a specific Beauty Guide, we’ll do our best to accommodate you but we can’t guarantee that person will be available.
- Services available to those over the age of 16.
- You may be asked to remove valuables such as rings prior to beginning your treatment, but we cannot be held responsible for loss or damage to personal items; please keep them with you during your treatment.
- If you have any health concerns, please raise them with the Beauty Guide before your treatment begins (or if applicable, speak to your doctor prior to booking the appointment). This includes recent surgeries, injuries or allergies. We may be unable to carry out certain treatments if you are suffering with any skin conditions, are taking certain medications, or have had recent tattoos or piercings. Please talk to us before your appointment if you think you may be affected.
- Although every effort is made to use products suitable for your skin type, we are not liable for any allergic reactions that may occur following your appointment.
- Please tell us if you’re pregnant, as some products may not be suitable.
- If you’re late, then your treatment may be reduced or altered to accommodate this, but in some cases we may not be able to carry out the treatment at all and you’ll be asked to rebook your appointment for another time or day.
- It may not be possible to carry out some treatments if babies or children are present owing to health and safety regulations. Please check when booking your appointment if you plan to bring a child with you.
- For the Full Makeover appointment the value of the appointment is only redeemable against beauty products. Please note that if you do not spend the total value of the appointment during the transaction no money will be returned.
- Following your booking we will be in contact for payment over the phone. Please allow at least 48 hours to cancel or amend your appointment; we will contact you to refund the payment within 48 hours of making the cancellation. For changes and cancellation within 24 hours of the appointment, we reserve the right not to refund any deposit you’ve paid.
12. Virtual Services and Appointments
- Virtual Services cover any appointment being conducted by an Advisor over the telephone or any of the following video conferencing platforms: Instagram, Zoom, Google Meet or Proximity Insight.
- To view the Privacy Policy of the video conferencing platform you might be asked to use, please click on the following links: Instagrams privacy policy , Google Meets policy , Zooms policy and Proximity insights policy
- Virtual Appointments must be booked by customers aged 18 or over. For appointments booked on behalf of another, the person attending the appointment will be deemed to have accepted any attendant terms and conditions relating to that service appointment.
- All virtual appointments should be attended at all times by an adult over 18.
- We will not record the appointment, whether over the telephone or video platform and we ask that you do not either in order to protect our Partners’ personal data. After the appointment, if appropriate and you have not instructed us otherwise, our Advisors will share information about the items discussed and any additional recommendations for you, on the email provided on your appointment booking.
- We will not tolerate any behaviour or conduct which, in our reasonable opinion, poses a danger or causes or is likely to cause nuisance, annoyance, offence or distress to our Partners participating in a virtual appointment, and we may terminate the appointment immediately if any participant displays conduct of this kind. We reserve the right to ban you from our services and/or take any appropriate legal action, in the event that a legitimate complaint is made about your conduct during a virtual appointment.
- We will only use the personal data that you provide when booking your appointment for the purpose of conducting and following up on the appointment. You can manage marketing permissions via your My JL account.
13. Peloton
OUR PELOTON SERVICES ARE CURRENTLY AVAILABLE AT JOHN LEWIS & PARTNERS OXFORD STREET, HIGH WYCOMBE, SOUTHAMPTON, KINGSTON, WELWYN, HORSHAM, LIVERPOOL, CRIBBS CAUSEWAY, AND CHEADLE
- If you have any relevant health concerns, please raise them with your Expert at the start of your appointment.
- If you're late, we’ll do our best to accommodate you. However, we may have to ask you to re-book your appointment for another time or day.
- ‘Virtual Services/Appointments’ are any appointment conducted by an Advisor over the telephone or the following video-conferencing platform: Zoom.
- To view Zoom’s Privacy Policy, click here: Zoom policy.
- Virtual appointments must be booked by customers aged 18 and over. For appointments booked on behalf of another person, the attendee will be deemed to have accepted the terms and conditions relating to that appointment.
- All virtual appointments must be attended by an adult over 18.
- We will not record the appointment, whether it’s held over the telephone or video platform, and ask you not to record it either in order to protect our Peloton Experts’ personal data. After the appointment, if appropriate and you have not instructed us otherwise, our Experts will send information about the items discussed and any additional recommendations to the email address provided at the time of booking.
- We will not tolerate any behaviour which, in our reasonable opinion, poses a danger or causes or is likely to cause nuisance, annoyance, offence or distress to our Partners during a virtual appointment. We may terminate the appointment immediately if any participant displays conduct of this kind. We reserve the right to ban you from our services and/or take any appropriate legal action in the event that a legitimate complaint is made about your conduct during a virtual appointment.
- We need to share your information for some services with trusted third parties in order to carry out the appointment. The Privacy Note can be read here.
My John Lewis - Up to 20% off Beds & Bedroom with Sleep Service appointments
1. One offer per qualifying transaction can be redeemed and the offer can only be used once.
2. This Sleep Service appointment offer is valid from 2nd October 2024 until further notice. The Promotion applies to qualifying transactions made within this period.
3. To redeem online the customer will be provided with a code at the end of their Sleep Service Appointment.
4. To redeem in-store the Partner processing the transaction will apply the offer upon confirmation that the Customer is a My John Lewis member and has had a Sleep Service Appointment. To confirm your membership, please show your My John Lewis card.
5. To qualify for this Promotion you must be a new or existing My John Lewis member. Online customers must be logged in to your johnlewis.com online account, and have your My JL member number registered to that account. Customers in store should have their My John Lewis card scanned or speak to the Partner processing their transaction when completing the purchase at the checkout.
6. This offer excludes all products from the following brands: West Elm, Cotswold Company, Made.com
7. All products are subject to availability and we will not take pre-payment for items awaiting stock delivery.
8. Eligibility for the offer is only valid for each customer up to two months after the date of the customer's Sleep Service Appointment.
9. To qualify for this offer you must book and have attended an in-store or virtual Sleep Service appointment, then you need to purchase qualifying Sleep products in one transaction online or in-store (see exclusion details below).
10. If all other eligibility is met the customer will receive 15% off their purchases when they spend £1,500.00 and 20% off their purchases when spending £2,000.00 or more until further notice.
11. The offer will be apportioned against applicable items. The value of the offer will be deducted from any refund received. For the avoidance of doubt, please see the examples below; Example 1 – Customer purchases a basket of qualifying goods with a total value of £1,500, gets a £225 discount and pays £1,275. They return an item of the value of £100. They will get a refund of £85 as it will be reduced by £15 to reflect a share of the £225 discount. Example 2 – Customer purchases a basket of qualifying goods with a total value of £2,000, gets a £400 discount and pays £1,600. They return an item of the value of £100. They will get a refund of £80 as it will be reduced by £20 to reflect the share of the £400 discount.
12. This offer cannot be used in conjunction with any other money off offer, except save offers where the price has already been reduced. This offer is single use only and once used, cannot be used again.
13. The offer cannot be exchanged for cash.
14. Exclusions include: West Elm, Cotswold Company, Made.com, made to measure orders, gift cards (including third party), delivery charges, carrier bags, John Lewis & Partners Foodhalls, John Lewis & Partners cafes and restaurants, Waitrose/Little Waitrose & Partners, alcohol-related products, restaurant concessions, Protect Plus services, installations and repairs, John Lewis Opticians, Kuoni, The Floor Room and Bureau de change. This offer cannot be used at Swindon Outlet.
15. This offer cannot be redeemed on items purchased using John Lewis Payment Plans, including Interest Free Credit or Interest Bearing Credit.
16. Any spend threshold will be assessed after any other discount has been applied to the basket. This includes Partner discount applied to your order if applicable.
17. The offer is only available for products purchased for personal non-commercial use. John Lewis reserves the right to not sell products to customers where it has grounds to believe that such products are being purchased for commercial use.
18. John Lewis & Partners reserves the right to remove this offer at any time.