Buying something from John Lewis and realising it isn’t quite right doesn’t have to be a hassle. Whether the jumper runs small, the toaster arrived with a dent, or you simply changed your mind, John Lewis has built one of the more straightforward returns systems on the UK high street.
This guide walks through exactly how the John Lewis returns policy works, how to use the John Lewis returns portal, where to get your returns label, and what to expect at every stage of sending an item back.
John Lewis Returns Policy: The Basics
John Lewis gives you 30 days from the date you receive your order to return or exchange an unwanted item, completely free of charge. This applies whether you bought the item online or picked it up in one of their stores.
To qualify for a return, your item needs to tick a few boxes:
Your item must be unused, with all original labels and tags still attached. It must not contain personal data or be registered with the manufacturer, which mainly affects phones, laptops, tablets and similar tech, so it is worth holding off on setting up your new device until you are sure you are keeping it.
You will also need proof of purchase, such as your order confirmation email or a store receipt.
Some items fall outside the standard policy unless they are faulty. This typically includes pierced jewellery, perishable goods, made-to-measure products and opened software.
If you are ever unsure whether a specific item qualifies, it is worth checking the product page or getting in touch with John Lewis customer services before you buy, especially for big-ticket or personalised items.
How to Use the John Lewis Returns Portal
The John Lewis returns portal is where the entire process begins, and it has been designed to be fairly painless even if you have never returned anything to them before. Here is how to work through it step by step.
Step 1: Start Your Return Online
Sign into your John Lewis account and head to your order history, then select “Order details” on the relevant purchase. If you checked out as a guest or simply do not want to log in, you can instead enter your order number and the email address used for the purchase to access the portal directly.
Step 2: Choose What You’re Sending Back
Once you are in, select “Return an item,” choose the product you want to send back, and pick a reason from the dropdown.
This helps John Lewis process your refund faster and also feeds into their own quality and stock data, so it is worth being accurate rather than just picking the first option on the list.
Step 3: Pick Your Return Method
This is where the portal really earns its keep. You will be asked how you would like to return the item, whether that is dropping it at a John Lewis or Waitrose shop, taking it to a Royal Mail post office, using an Evri drop-off point, or arranging a home collection for larger items.
You will also choose whether to print your label at home or generate a QR code to use at the drop-off point instead.
Step 4: Get Your Label or QR Code
After confirming your return method, you will receive a confirmation email containing either a printable returns label or a QR code, depending on what you selected.
If you are using the website rather than the app, you can also download this directly from your order details page at any point before you send the item back.
Step 5: Pack, Label and Drop Off
Repackage your item securely, ideally in its original packaging if you still have it, and attach your printed label to the parcel. If you opted for a QR code instead, simply show this at your chosen drop-off location and they will print and attach the label there for you.
Whichever method you use outside of returning directly to a John Lewis or Waitrose shop, always ask for proof of postage and hang onto it until your refund has gone through.
Getting Your John Lewis Returns Label
Your John Lewis returns label is generated automatically once you complete the steps in the returns portal, so there is no need to source one separately or visit a different page. A few things are worth knowing about how the label works in practice.
If you choose to print at home, the label arrives as a PDF attached to your confirmation email, ready to print and stick onto your parcel. If you would rather not print anything yourself, the QR code option lets staff at your chosen drop-off point generate and attach the label on the spot.
John Lewis no longer includes a paper delivery note with orders, so everything related to your return, including the label, now lives in your online account or the app. The label corresponds to the specific return method you chose, whether that is Royal Mail, Evri, or a Click and Collect location, so make sure you take the parcel to the matching drop-off point.
Return Locations and Their Limits
Not every drop-off point accepts every type of item, so it helps to know the size and weight restrictions before you head out.
John Lewis shops have no strict size or weight limit, though large items cannot be returned in store, and this excludes the Swindon Outlet.
Waitrose shops accept items up to 140 x 80 x 70cm and 30kg, but bladed items cannot be returned here. Click and Collect locations through Booths also accept up to 140 x 80 x 70cm and 30kg, with your label or QR code emailed to you in advance.
Royal Mail accepts parcels up to 61 x 46 x 46cm and 20kg, and is the only courier option for bladed items besides John Lewis shops. Evri accepts items up to 120 x 100cm and 15kg, but cannot take bladed items at all.
Returning Large Items
For bulkier purchases that originally arrived with a two-person delivery team, such as sofas, wardrobes or major appliances, John Lewis arranges a home collection rather than expecting you to transport them yourself.
If the item is being returned because it is damaged or faulty, this collection is free. If you simply changed your mind, there is a collection fee of around £29.95. You will need to contact John Lewis directly to book this in rather than using the standard online returns portal.
Returning Bladed Items
Knives and other bladed items come with their own set of rules for safety reasons. These can only be returned to a physical John Lewis store or sent back via Royal Mail. They cannot be dropped off at Waitrose, Booths or Evri locations, so it is worth checking which courier your label is tied to before you set off.
How Long Does a John Lewis Refund Take?
Once your parcel is on its way back, here is roughly what to expect. It can take up to 7 days for your return to reach the John Lewis returns centre, depending on the courier used. Once received, processing usually takes a further 2 days. You will get a confirmation email once your return has been processed, and your refund should land in your account within 5 days of that email.
Altogether, John Lewis advises allowing up to 14 days from posting your item to receiving your money back. If you return an item directly to a John Lewis store instead, refunds are typically quicker and usually appear within five days.
Returning Items Bought In-Store
If you bought your item in a physical John Lewis shop, you can return it to any John Lewis store except the Swindon Outlet.
Just bring the item along with your receipt or order number to a till point for a refund or exchange. My John Lewis members do not even need to keep hold of a paper receipt, since store purchases are automatically saved to the online account and can be pulled up when needed.
One thing to note for tech and electrical items bought in store: these usually need to go through a specialist electrical returns point within the shop rather than a standard till, so look out for the electricals department or ask a member of staff to point you in the right direction.
Changing or Cancelling a Return Request
Started a return and need to change the method, or decided you actually want to keep the item after all? You will need to contact John Lewis customer services directly to amend or cancel the request, so keep your order number handy to speed things along.
Final Thoughts
The John Lewis returns process has been streamlined to the point where most of the legwork happens within the returns portal itself, from choosing your method to generating your label.
As long as the item is unused, within the 30-day window, and you have your proof of purchase ready, sending something back should not eat into your day. For anything outside the ordinary, whether that is a large appliance, a piece of jewellery, or a bladed item, it is always worth double-checking the specific rules before you book your return.