Online Frequently Asked Questions
- Where is my order?
- How much is delivery?
- What is the delivery process?
- How do I change my personal details?
- How do I cancel or change an order?
- What is your return's Policy?
- When do I get refunded once I've returned an item?
- What are my rights under the distance selling regulations?
- What are the door styles?
- What are the surface types?
- how long does it take to receive my order?
Where is my order?
Should you need any further information you can call our customer service team on 0870 8888123 or you can Email shop@john-lewis.co.uk.
How much is delivery?
England & Wales mainland deliveries (excluding SCOTLAND) are based upon the net total, excluding discount:-
| £50 and under | £4.25 net |
| over £50 and less than £200 | £12.76 net |
| over £200 and less than £400 | £25.53 net |
| £400 and less than £600 | £40.42 net |
| over £600 | £80.85 net |
Scotland mainland deliveries (excluding OFF SHORE) are based upon the net total, excluding discount:-
| £50 and under | £12.76 net |
| over £50 and less than £200 | £25.53 net |
| over £201 and less than £400 | £40.42 net |
| £401and less than £600 | £80.85 net |
| Multiple items | £173.91 net |
Off shore delivery is available by quotation from the shopkeeper.
What is the delivery process?
We use specialist furniture delivery teams for large items who are very used to our furniture and standards to make your delivery. A useful point to take into consideration is to make sure you can fit larger items through any external or internal room doors, it is always best to be prepared for this in advance! Due the weight and bulk of items, other than accessories, chairs and stools, furniture is not wrapped for delivery but blanketed during transit. We are unable to deliver items beyond the ground floor.
Before Delivery
When placing an order for hand made furniture you will be provided with an estimated delivery date. This date incorporates the time required to manufacture your specific items. Please be aware that this date is only a guide. When ordering freestanding furniture on line, each item will have it's own specific lead-time. When ordering several items please note that the estimated week commencing date for delivery will be the latest date for all items ordered. Our delivery department will contact you to let you know of the exact date of delivery plus a morning or afternoon slot, for the arrival of your order, giving roughly 2 weeks notice to allow you arrange to be available to receive the delivery.
We are unable to make changes to deliveries after 14 days of the original pre booked date without passing on the cancelled delivery and re delivery plus handling charge.
On Delivery
Take time to check your order carefully when it is delivered and ensure that you are satisfied and that all the components are present.
How do I change my personal details?
In order to amend you personal details please call us on 0870 8888123 or alternatively email shop@john-lewis.co.uk
How do I cancel or change an order?
If you need to amend or cancel your Furniture order you may only do so up to 48 hours after you have placed your order by contacting us on 0870 8888123. After 48hrs, we reserve the right to charge you any costs we incur in relation to your cancelled order. This will be 25% of the value of the Products cancelled and will be deducted from your refund.
Return's Policy
Products cannot be returned after you have received them, unless they have been confirmed by a representative of John Lewis of Hungerford as defective. Furniture cannot be returned direct to our stores, for further details please email shop@john-lewis.co.uk. All authorised returns must be completed using one of our specialist couriers. When a collection is required, this can be arranged for a cost of £45. Should you have any further queries you can call our customer service team on 0870 8888123. Products will remain your responsibility until we receive them back. When we receive back the products we will refund you any payment that you have made using your original payment method where appropriate. Products remain your responsibility and property until we receive them.
When do I get refunded once I've returned an item?
Once the products you wish to return have been received by us, a refund for the agreed amount will be actioned to the original method of payment. Please allow 14 days from return for this process to be completed.
What are my rights under the distance selling regulations?
Informing us, within 7 Days commencing from the day after receipt of the Products, that you wish to return them, may allow the return items purchased exclusively via 'Distance Communication'.
What are the door styles?
Shaker or Raised Fielded Panel. The Shaker style is a simple plain frame. The Raised Fielded Panel has the same simple frame as the Shaker but with the addition of a raised central panel with detail on the panel edging.
What are the surface types?
On all furniture with the exception of the Worktables, the pine surface has a distressed lacquered finish and the Oak is a matt lacquered finish. On The Worktables the Oak and Maple are oiled and there is the additional option of sealed Antique Grey-Vein Marble.
How long does it take to receive my order?
All approximate delivery lead times stated start from receipt of order payment to the online shop.
