Delivery & Collection
Returning your product because it’s unwanted:
Please return your item unused and in original condition (as it was received by you) with proof of purchase within 30 days, and we’ll give you an exchange or refund. Please be aware that we’ll only process your refund once the item has been returned to and checked by our specialist; this can take up to 14 days.
Returning your product because it has a fault:
If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
FREE Standard delivery on orders over £100.00
£9 for orders under £100 (unless otherwise stated on the product)
Smaller items are usually delivered within 5 working days, Monday to Friday, 7.30am – 6pm. Some couriers may deliver slightly earlier or later.
Once your item has left our warehouse, we’ll send you an email with tracking information.
Couriers we use for standard deliveries include Royal Mail, Hermes, DHL and DPD.
Larger items, including furniture and appliances, will either be delivered by a FIREHOUSE & Partners van or one of our approved suppliers.
See Delivery by our approved suppliers for goods delivered by external suppliers.
We cover the majority of the mainland UK with our van fleet, and when you place an order you’ll have the option to pick a delivery date and slot as you’re going through checkout.
The delivery slots are:
Monday to Friday 7am – 5pm
We’ll endeavour to contact you by text the night before your delivery to narrow your am or pm slot down to a 2-hour window, and we’ll confirm that on the day when the van leaves our warehouse.
We also offer next day delivery, as well as 2 and 4-hour delivery slots, for an additional charge – find out more here.
If you live in a Northern Ireland, highland, island or rural postcode, delivery may take longer than 7 working days. We won’t offer you a delivery slot during checkout, but our carrier will contact you after you place your order to arrange delivery. We always aim to deliver your order within 7 working days, but it’s subject to postcode and carrier availability. Check for your postcode in Delivery exceptions section below.
WHY IS THE DELIVERY TIME LONGER THAN I’D EXPECT?
Some of our products are made to order – so it’s made just for you and may take time before it’s ready to be sent to you.
We work with various approved suppliers, who help us offer you a wider range of products. These suppliers may offer different delivery times and options. Find more information on delivery by our approved suppliers here. Please wait until your delivery due time has passed before contacting us.
HOW WILL YOU ENSURE MY HIGH-VALUE ITEM IS DELIVERED SAFELY?
High-value items will need to be signed for. We’ll send you an email explaining how to track your item and letting you know when it will be delivered.
If no-one is available, the courier will attempt to leave the parcel with a neighbour. The courier will post a card through your door with further delivery instructions if they’re unable to complete delivery or if they leave the parcel with a neighbour.
The courier will attempt to make delivery and obtain a signature up to 3 times before the parcel is returned to our warehouse.
CAN YOU NOTIFY ME WHEN YOU’RE ON YOUR WAY?
For large items being delivered via a Firehouse & Partners van, we’ll endeavour to contact you by text the night before your delivery to narrow your slot down to a 2-hour window, and we’ll confirm that on the day when the van leaves our warehouse.
Our delivery crew will also try to call you at any time up to 30 minutes before they arrive.
WILL YOUR DELIVERY TEAM PUT MY ITEM IN THE RIGHT PLACE?
For delivery of large items, our delivery team will put your item as near as possible to the house, or garden. However, some items may be on a curbside delivery only.
WILL YOUR DELIVERY TEAM TAKE THE PACKAGING AWAY FOR ME?
If your item is being delivered by a Firehouse & Partners delivery team, they’ll gladly remove packaging at your request.
I’M WORRIED THE ITEM MAY NOT FIT THROUGH MY DOOR.
If the item is listed as fully assembled on the product page, before you make your order, check the item’s measurements (also on the product page) against those of your door.
You may need to arrange for your door to be removed to enable delivery for very large items, as neither we nor our approved suppliers are able to offer this service.
Some large items may be easier as they’re flat-packed for self-assembly. This information is shown on the product page.
If you’re unsure the item you’ve ordered will fit through the door, please call us to discuss your concerns on 01539766888, with your dimensions to hand.
I LIVE UP SEVERAL FLIGHTS OF STAIRS. DO I NEED TO TELL YOU?
Some of our items are very heavy and could be an issue if you suspect our delivery team may struggle to deliver to your address, call us to discuss any concerns on 01539766888 as soon as possible after placing your order.
MY ITEM IS NOW OUT OF STOCK, BUT I’VE PAID FOR IT. WHAT SHALL I DO?
If your item is out of stock, we’ll email you to let you know. If you’re happy to wait and the item comes back in stock within 28 days, you’ll be billed and the item will be shipped to you. If it’s still not available within 28 days, we’ll cancel your order and refund you.
If you’re not happy to wait, please contact Customer services to cancel your order.
THERE’S BEEN A MISTAKE WITH MY ORDER, OR IT HASN’T YET BEEN DELIVERED – WHAT SHOULD I DO?
If your delivery is overdue, or your items have been accidentally damaged in transit, or for any other queries, call our Customer Services team for assistance on 01539766888.
If your order is being delivered by one of our approved suppliers and it’s overdue, please contact our Customer Services team who will be able to contact the supplier on your behalf. Please note though, that the opening hours of our contact centre may be different to those of the supplier so we may not be able to give you an immediate response.
I’VE ORDERED SEVERAL ITEMS AT ONCE. WILL THEY ALL ARRIVE TOGETHER?
Your items may arrive on different days or from different couriers, but you won’t be charged for additional deliveries.
If you order items with different despatch times, we’ll deliver them separately.
Please wait until your delivery due time has passed before contacting us.
DO YOU DELIVER TO BFPO ADDRESSES?
Sorry, we can’t currently deliver website orders to BFPO addresses
DO YOU DELIVER TO NORTHERN IRELAND, THE CHANNEL ISLANDS, THE ISLES OF SCILLY AND THE ISLE OF MAN?
We deliver to most postal areas in the UK including Northern Ireland. However, geographical location and courier availability can restrict our service. We may not always be able to deliver certain products to Northern Ireland, the Channel Islands, Isles of Scilly and the Isle of Man and additional surcharges may apply. In the event of applicable surcharges, our customer service team will contact you to discuss prior to dispatch and you may cancel the order if you do not accept these charges.
We do not deliver to any countries outside the UK
DO YOU HAVE ANY DELIVERY RESTRICTIONS?
We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we’ll notify you as soon as possible.
LARGER ITEM DELIVERY TIMESCALES TO REMOTE AREAS
There are a small number of postcodes, usually in remote areas, where we cannot guarantee delivery within our usual timescale and can’t offer next day delivery. Items will sometimes take more than 7 days; this is due to limited carrier availability in these areas. Our carrier will call you to arrange delivery after you’ve placed your order.
Delivery by Our Approved Suppliers
For large, heavy items, delivery will be arranged directly by our supplier. You’ll be contacted by the supplier close to the delivery time with a proposed delivery date.
For smaller items, the supplier will not contact you prior to delivery and will despatch to you as soon as possible within your expected delivery time. If your order is overdue, contact Customer Services on 01539766888
WHY AM I GETTING MY DELIVERY FROM AN EXTERNAL SUPPLIER WHEN I PURCHASED FROM JOHN LEWIS & PARTNERS?
In order to offer you an extended range, including specialist and personalised items, we arrange for certain products to be delivered by our approved suppliers.Delivery in these cases will be managed directly by our suppliers, but we’ll do whatever we can to assist you in the event of any concerns.
CAN I TRACK MY ITEM FROM YOUR APPROVED SUPPLIER?
It may be possible for you to track smaller items – check your confirmation email or any communication from the supplier for further details. We’re sorry that you won’t be able to track large item deliveries being fulfilled by our approved suppliers. We’ll always help if you have any concerns, though please wait until your delivery due time has passed as it means we can assist you more easily.
To enquire about your order, contact Customer Services on 01539766888. They will be able to contact the supplier for you and then get back to you with an update.
WHY IS MY DELIVERY FROM YOUR APPROVED SUPPLIER SLIGHTLY LONGER THAN I’D EXPECT?
We quote the approximate lead time for delivery from our approved suppliers on the product page, so please check this before contacting us. If the promised delivery time has passed, please call Customer Services on 01539766888 for help tracking your order.
I NEED SUPPORT WITH MY APPROVED SUPPLIER DELIVERY AS THERE’S BEEN A MISTAKE WITH MY ORDER, OR IT HASN’T YET BEEN DELIVERED.
If your order is overdue, or accidentally damaged in transit, or you have any query about your order, call our Customer Services team on 01539766888 They will be able to contact the supplier on your behalf; please note though, that the opening hours of our Customer services team are 9am – 5pm, 5 days a week, but those of our suppliers may differ.
Our approved suppliers reserve the right to not deliver an order if they believe the address isn’t secure, for example, a communal postal address or PO box. If this affects an order you place, you will be notified as soon as possible.
Our approved suppliers deliver to most postal areas in the UK including Northern Ireland. However, geographical location and courier availability can restrict delivery to some areas.