JOHN LEWIS & PARTNERS INTERNATIONAL – TERMS AND CONDITIONS
1. Application of these Terms and Conditions
These Terms and Conditions will apply to all orders for Products which are being delivered outside of the UK. They apply to orders placed on an International Website and to orders placed on the UK Website which utilise our international delivery services. They govern your contract with us for (i) the sale of Products; and (ii) international delivery services. If your order is for Products which are being delivered to the UK , please refer to our UK Terms and Conditions.
Please note that certain provisions of these Terms and Conditions will apply differently depending on whether the delivery address is in the EU or outside the EU. Provisions that may vary include the provisions in paragraphs 4 (Contract creation and electronic contracting with us), 7 (Payment and VAT), 8 (Import Duty and Tax Payments and Customs) and 12 (International delivery times). In each of these provisions we have stated which terms will apply to you according to your country of residence. In addition, please refer to the definitions of ‘EU’ and ‘Non-EU Countries’ in paragraph 2 below.
Your contract for the purchase and delivery of our Products will be with John Lewis International Limited. Our registered address is 171 Victoria Street, London SW1E 5NN, Company Number 7501166. You can contact our Customer Services team regarding any queries relating to these Terms and Conditions and orders you place using the following contact details:
Phone: +44 1698 54 54 54
Email us via our Customer Services form
Our Customer services team provides support 7 days a week, 7am - 11pm (UK time)
John Lewis International Limited reserves the right to cancel any order that is made by a minor, under the age of 19, where the consent of that minor’s legal guardian is not received.
If you are a business customer, this website may not be appropriate for you and you may want to place your order through our specialist export service - make an enquiry here.
We have a legal duty to supply Products to you that conform with the Specification and these Terms and Conditions.
2. Our Definitions
Conditions – means these Terms and Conditions and the Special Conditions
Cookies – means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer - find out more on our cookies page
EU – means any country or territory in the fiscal (VAT) area of the European Community excluding the UK. Please refer to our list of countries to which we deliver for further information
Non - EU Countries – means Switzerland, Norway and any other country or territory not within the fiscal (VAT) area of the European Community. Please refer to our list of countries to which we deliver for further information
Personal Information – means the details provided by you on registration
Product – means a product displayed for sale on the Website
Product Description – means that part of the Website where certain Terms and Conditions in respect of the individual Product are provided
Special Conditions – means the Terms and Conditions in the Product Description
United Kingdom/UK – means England, Wales, Scotland, Northern Ireland and the Channel Islands
Users – means the users of the Website collectively
We/us/our – means John Lewis International Limited
Website – means the website located at johnlewis.com, including our International Websites or any subsequent URL which may replace it
You – means a user of this Website.
3. Description of Products
Each Product purchased is sold subject to its Product Description which sets out additional Special Conditions related to that Product including, without limitation, terms and conditions concerning warranties, after-sales service and any applicable guarantees that may apply to the product. Please note that Added Care (John Lewis accidental damage insurance) is only available to products being delivered to the UK.
We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system.
4. Contract creation and electronic contracting with us
The technical steps required to create the contract between you and us differ depending on whether you are using an International Website or choosing to purchase on the UK website to purchase Products. The technical steps are as follows:
If you are ordering on johnlewis.com with international delivery
Computer requirements for placing an order
You'll need JavaScript enabled on your computer to buy Products and check out. Please enable JavaScript in your browser, then refresh your browser to continue.
How to choose international delivery
You may request international delivery by selecting the ‘Delivery’ tab, select change address followed by ‘International addresses tab’ and entering the delivery address details at the end of the checkout process.
The delivery charge will be shown and you confirm your consent to this charge when you submit your order.
How to review your order
At checkout you will be given an opportunity to review your order, including the country of delivery, to make any amendments prior to placing an order.
If you make an error in the order you place, please contact customer services on the contact details above as soon as possible, so they can advise.
Placement and acknowledgement of your order
You place the order for your Products on the Website by pressing the “Place Order and Pay” button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
We will send you an order confirmation email detailing and acknowledging the Products you have ordered. This order confirmation email does not constitute an acceptance of your order.
When your order is accepted and your Products are despatched
Order acceptance and completion of the contract between you and us will take place when you receive a despatch email confirming that the Product has been despatched to you, unless we have notified you that we do not accept your order (see list of non-acceptance reasons below).
Delivery of your Products
Your contract with us to deliver Products internationally only relates to those Products set out in the “order confirmation” email sent by us to you. Please note that products may arrive in separate parcels.
Payment for your Products
For most products sent directly from our warehouse, your credit/debit card will be charged when you place your order.
Your PayPal account will be charged immediately when you press the 'Place Order and Pay' at the end of the checkout process.
If you are ordering on the International website with international delivery
Computer requirements for placing an order
You'll need JavaScript enabled on your computer to buy Products and check out. Please enable JavaScript in your browser, then refresh your browser to continue.
How to choose an international website
You select your country of delivery and your preferred currency for payment before browsing.
Delivery charges will be shown in the currency you have selected and you confirm your consent to this charge when you submit your order.
How to review your order
At checkout you will be given an opportunity to review your order, including the country of delivery, to make any amendments prior to placing an order. If the country is incorrect, please reselect the country as described in the first step.
If you make an error in the order you place, please contact customer services on the contact details above as soon as possible, so they can advise.
Placement and acknowledgement of your order
You place the order for your Products on the Website by pressing the “Place Order and Pay” button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
We will send you an order acknowledgement email shortly after as you place your order, and an order confirmation email detailing the Products you have ordered. This order confirmation email does not constitute an acceptance of your order.
When your order is accepted and your Products are despatched
Order acceptance and completion of the contract between you and us will take place when you receive a despatch email confirming that the Product has been despatched to you, unless we have notified you that we do not accept your order (see list of non-acceptance reasons below).
Delivery of your Products
Your contract with us to deliver Products internationally only relates to those Products set out in the “order confirmation” email sent by us to you. Please note that products may arrive in separate parcels.
Payment for your Products
Your credit/debit card will be charged when you press the 'Place Order and Pay' button at the end of the checkout process.
Your Paypal account will be charged immediately when you press the 'Place Order and Pay' at the end of the checkout process.
Paypal can only be used if you choose to pay in GBP
Non-acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock;
Our inability to obtain authorisation for your payment;
The identification of a pricing or Product Description error; or
You not complying with these Terms and Conditions (for example, if you are under the age of 19 and we have not received consent to the order from your legal guardian).
The contract will be concluded in English, but translated versions of these Terms and Conditions are available via the links at the top of this page.
The details of your specific contract will not be filed by johnlewis.com. If you do require any information regarding orders you have placed with johnlewis.com, please contact our Customer Services Team using the contact details above.
5. How to cancel an order and return Products
INTERNATIONAL RETURNS PORTAL
Products may be returned by using local delivery or postal services or the John Lewis & Partners International Returns Portal. The portal will calculate the cost of your return.
View countries supported by the International Returns portal and the cost by country to return your items here
Right to Cancel
When you buy Products online, you have cancellation rights detailed below. If you reside within the EU, you are entitled to these rights under the EU Directive on Consumer Rights 83/2011. If you reside in a non-EU country, we offer the same rights to you.
You may cancel your contract if you so wish, provided you exercise your right no longer than 14 days after the day you receive the Product(s).
This applies to the cancellation of whole orders, if you wish to return products within an order please see our Goodwill returns.
Refund
We will reimburse to you (by the method used to pay for the original transaction) the cost of the Products and delivery (if applicable), within 14 days of the receipt of the returned order.
Process
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them until they are returned to us.
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.
How to cancel
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement to our customer services team, including details of:
your name
geographical address
details of the order you wish to cancel
your phone number and / or
email address
You also may, but are not obliged to, tell us of the cancellation using this information:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if in writing)
Date
[*] Delete as appropriate
To: John Lewis International Limited Customer Services, johnlewis.com, Selectapost 57, Sheffield, S97 3GL, England OR customerservices@johnlewis.com
Delivery cost refund
Only Standard delivery charges for your order will be refunded (if applicable). If you choose a type of delivery other than our standard we will only refund you the cost of standard delivery (if any)
Return costs refund
You will be required to bear the cost of the return of your order.
Personalised Products or Products made to your specification
Your right to cancel does not apply to goods made to your specification that have been clearly personalised.
Damaged, Faulty or not as described
You may also cancel your contract if the Products are damaged faulty or not as described, in which case we will refund the cost of returning the Products. These Terms and Conditions are in addition to any statutory rights and remedies you may have under English law and your country of residence.
If the Products are damaged, faulty, or not as described, you may cancel the order and receive a refund, or request a replacement. This right shall be available for a maximum of two years from delivery.
Refund
We will reimburse to you (by the method used to pay for the original transaction) the cost of the Products, delivery and return (if applicable), within 30 days of receipt of the returned Products.
Process
If the products are faulty, or damaged please contact customer services on the contact details above, who will provide advice.
Delivery cost refund
The delivery charge paid for your order will be refunded. This warranty shall extend to a maximum of two years from delivery.
Return costs refund
We will refund, where applicable, the International Returns portal charge. If your country is not supported by this portal, we'll refund any reasonable postage charges you incur to return such items. Please retain a receipt.
Please note that this refund will be made in the currency used to pay for the original transaction.
Personalised Products or Products made to your specification
If a Personalised Product is faulty or damaged please contact Customer Services for further information and advice
Goodwill Returns
In addition to your legal rights to cancel your order, we offer a goodwill returns policy also detailed below.
If you've changed your mind about keeping a Product you may return the Product:
in its original condition
with proof of purchase to the address shown on your delivery note
within 35 days of purchase
and receive a refund.
Refund
We will reimburse to you (by the method used to pay for the original transaction) the cost of the Products, within 14 days of receipt of the returned Products.
Process
We expect items to be returned in their original condition, meaning that you've kept original packaging and labels, and that the item is unused and undamaged.
Delivery cost refund
The delivery charge for your order will not be refunded under our Goodwill Policy.
Please see our Returns policy for further information
Return costs refund
You will be required to bear the cost of the return of your order. You must obtain proof of return.
Personalised Products or Products made to your specification
Your right to return Products does not apply to Products made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. These include the following Products unless faulty:
i. perishable Products such as fresh flowers and food;
ii. pierced earrings;
iii. underwear/swimwear which has been worn; or
iv. bedding that has been used
We may make a deduction from any reimbursement for loss in value of any Products supplied, if the loss is the result of unnecessary handling or damage by you.
6. Changing your order
If the Products you ordered have already been collected from our warehouse we are unable to add or remove Products from your order. For unwanted Products, you’ll need to follow our returns procedure and if you would like to add Products to an order, you would be required to place a new order.
If you need to change details of your delivery address, or cancel it completely, please contact our customer services team on the contact details above. Please be ready to quote your order number and order date. Alternatively follow the instructions on the despatch note found within your delivery to return unwanted items.
7. Payment and VAT
We're currently only accepting payment in Pound sterling (GBP). We're unable to offer the option to pay in local currency. International credit card providers or banks will determine the exchange rate; if payment is made in a currency not issued as standard by the bank, they may add an additional processing or administration charge which the cardholder will be liable to pay.
Our delivery charge will be itemised as ‘delivery’ on the delivery and order confirmation pages of the Website and in emails from us, after the subtotal for the value of the Products purchased.
The total price you pay to us for the Product is always the same.
VAT (or its equivalent tax) will depend on the country of delivery and will be applied as follows:
| EU Destinations |
Where you have requested delivery to an EU address, the price paid for the Product and applicable delivery charges will include either UK VAT or the equivalent tax in the country to which the product is to be delivered Please see further details below. |
| Non-EU Countries |
Where you have requested delivery to a Non-EU Country address, the Products and the delivery service will normally be zero-rated i.e. not subject to UK VAT. However the price paid by you for the Products and/or the delivery service will remain the same as shown on the Website. As no VAT has been charged there is no tax to reclaim from us. Please also refer to Section 8 below regarding taxes and duties in the destination country. |
| EU Destinations |
Non-EU Countries |
Where you have requested delivery to an EU address, the price paid for the Product and applicable delivery charges will include either UK VAT or the equivalent tax in the country to which the product is to be delivered Please see further details below. |
Where you have requested delivery to a Non-EU Country address, the Products and the delivery service will normally be zero-rated i.e. not subject to UK VAT. However the price paid by you for the Products and/or the delivery service will remain the same as shown on the Website. As no VAT has been charged there is no tax to reclaim from us. Please also refer to Section 8 below regarding taxes and duties in the destination country. |
Under the EU VAT Distance Selling Regulations, VAT must be charged for deliveries within the EU at the appropriate rate for the country of destination. The country of taxation will be indicated in the order confirmation email you receive for your order. The applicable VAT numbers for John Lewis International Limited are:
United Kingdom |
GB 232 4572 80 |
Australia |
300013661492 |
Austria |
AT 557/9237 |
Belgium |
BE 0648958605 |
Cyprus |
CY 99200091G |
Czech Republic |
CZ 683796512 |
Denmark |
DK 12828357 |
Estonia |
EE 101855594 |
Finland |
FI 27418589 |
France |
FR 91818403156 |
Germany |
DE 304642645 |
Greece |
EL 997141354 |
Hungary |
HU 30384220 |
Ireland |
IE 3406690UH |
Italy |
IT 00175949999 |
Latvia |
LV 90010733245 |
Malta |
MT 23154913 |
Netherlands |
NL 824197471B01 |
Poland |
PL 5263157351 |
Portugal |
PT 980552087 |
Slovak Republic |
SK4120038428 |
Spain |
ES N8266427G |
| Sweden | SE 502076963301 |
| Switzerland | CHE 459242476 |
Australia
From 1 July 2018, goods sent to Australia will include Australian GST in accordance with local legislation.
- For order(s) totalling a customs value of A$1,000 or less, GST will apply at the point of sale and will be paid to the Australian tax authorities by us.
- For order(s) totalling a customs value of more than A$1,000, GST will need to be paid by you at the point the goods reach Australia. However, as GST is also applied at the point of sale, you will need to contact our Customer Services team (+44 1698 545 454) with proof of the GST payment to the Department of Home Affairs in order to receive a refund of the GST paid to us at the point of sale. In addition, you will be required to pay any applicable duties and import processing fees upon importation, which would not be refunded by us in any circumstances. For any returns, you would need to liaise directly with the Department of Home Affairs for any GST or duties paid to them upon importation.
As we have no control over these charges and cannot predict what they may be, we are sorry that we are not able to offer any assistance on these processes. We would advise that you check the import charges applicable in any non-EU country before ordering goods to be delivered there
8. Import Duty and Tax Payments and Customs – delivery outside of the EU only
This paragraph 8 only applies to customers having Products delivered to Non-EU Countries.
Products delivered to destinations outside the EU may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. The recipient of your order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the Products, not the person placing the order, will typically receive a separate request for payment of these charges when the goods arrive in the country of destination. If you’re ordering Products to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges.
Please note that in some countries, such as the USA and Canada, the person ordering Products may receive a request for payment of these charges, in which case you will be responsible for paying these additional charges. Payment by you or the recipient (as applicable) must be received by the relevant customs authority before delivery of the Products will be made.
Unfortunately we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We advise that you check any customs formalities and the import charges applicable in any Non-EU Country before ordering Products to be delivered there. We will use commercially reasonable efforts to provide you with information which we hold which relates to the Product or order which you may need in order to arrange customs clearance.
You (or the recipient of the Products if different) will be the importer for all international deliveries of the Products. Therefore, before placing an order, it’s your responsibility to check that any Products ordered comply with country, state and/or federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
You agree that we will act on your behalf as exporter of the Products and will complete export declarations in our own name on your behalf.
If an order is placed and restrictions that we were not aware of at the time the order was made are applied by the customs authority of the destination country, then we will cancel the order and return payment to you.
Where possible, we or our subcontractors, will carry out all customs formalities on behalf of the recipient of the Products. We or our subcontractors, will request payment for these charges from the recipient of the Products in a separate invoice. We may also request information from you in relation to customs formalities. You must respond to any request for information within 5 days of the request, or the order will be cancelled and the Products returned to our warehouse.
If the recipient wishes to return the Product, they must request a refund of the customs duties and tax directly with their local customs office and must present proof of return.
9. International delivery destinations
View the list of countries which are our current delivery destinations, with delivery lead times and delivery charges.
If your country does not appear on this list, or the product you wish to order is not eligible for international delivery.
10. Products eligible for international delivery
Most but not all of our Products are eligible for delivery to destinations outside the UK. We accept online orders for all Products that display International Delivery available, on the product page.
We do not offer delivery on the following items:
i. All electrical items, including those with lithium batteries
ii. Lighting (including lampshades);
iii. Furniture (including outdoor);
iv. Blinds, curtain poles and tracks;
v. Fabric by length, fabric samples, wallpaper;
vi. Rugs;
vii. Mirrors;
viii. Heavy or bulky items which need to be carried by more than one person, e.g fitness equipment
ix. Nursery travel, for example car seats and pushchairs;
x. Crackers;
xi. Liquids and aerosols;
xii. Knives/scissors;
xiii. Paints, glues and products containing these items;
xiv. Food/alcohol/perishables/flowers & plants; and/or
xv. Gift List deliveries.
We also have restrictions on delivery to certain destinations (Rest of World, Australia, and the following European destinations; Cyprus, Malta, Norway and Switzerland ) on the following items:
i. Cushions, Pillows, Duvets and Mattress Toppers
ii. Beauty products
iii. Babywear and Childrenswear
iv. Luggage
11. International delivery charges & VAT
The Website will confirm our charge to deliver your products to an international address before you place your order for the international delivery service. If you are ordering on one of our international websites you cannot choose to deliver your products to a UK address. To order a Product for delivery to the UK, please use the UK Website where delivery charges will apply for the UK delivery services and the Website will confirm our charges, which you must accept to be able to place an order.
The total price you pay us for the delivery services is always the same, regardless of whether or not UK VAT or an equivalent tax in your country is chargeable on the delivery service.
Applicable tax applying delivery charges will depend on your country of residence and will apply in accordance with paragraph 7 (Payment and VAT).
12. International delivery lead times
Delivery lead times to international addresses will vary according to destination but we will use reasonable endeavours to ensure that all Products will be delivered within 30 days from the conclusion of the contract with us. In the event that your order has been despatched by us (as confirmed in the despatch confirmation e-mail) but has not arrived within the estimated delivery time range, please contact our customer services team on the contact details above. Customer Services act on our behalf, and will deal with all queries about the international delivery services.
Depending on stock availability, we may split delivery of your order into several parts and deliver them separately. You will not be charged extra for this. Occasionally, delivery of your order may be delayed or prevented for reasons beyond our control, such as material shortages, import delays or higher than anticipated demand. When delivering outside of the EU, delivery may also be delayed due to customs-related processes (such as inspection). We will use reasonable endeavours to inform you promptly of any such delay. If Products are not delivered within 30 days you may cancel your order and receive a full refund, including all delivery expenses.
If delays outside of our control occur, we will make every effort to keep you informed. For the avoidance of doubt, time is not of the essence for the delivery of the Products but you will remain entitled to all statutory rights provided to you by the applicable laws.
13. Privacy
In accordance with our Privacy Policy, we may disclose your relevant personal information pertaining to your order, to other firms we or they work with (such as delivery service providers) in order to process, deliver your order to you, and to keep you informed of any updates regarding your order. To read more on how your personal data is going to be handled, read our full Privacy Policy
14. Limitation of liability
We will be responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both us and you knew it might happen.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation or for breach of your legal rights in relation to the Products.
15. Our rights
We reserve the right to change these Terms and Conditions from time to time but any changes will not apply to any orders that we have accepted prior to the change being made.
These Terms and Conditions govern our relationship with you. Any changes to the Terms and Conditions governing existing contracts must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what we and you are expected to do.
16. Alternative Dispute Resolution
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.
If your country of residence is within the EU, if you are not happy with how we have handled any complaint, you may submit a complaint via the European Commission Online Dispute Resolution platform at http://ec.europa.eu/odr. There may also be other dispute resolution platforms based in your country of residence.
17. Severance and Survival
If any part of these Terms and Conditions shall be found by a Court to be unlawful, void or unenforceable for any reason, then that provision shall be capable of being severed and separated from these Terms and Conditions and shall not affect the validity and enforceability of any of the other provisions of these Terms and Conditions which shall all remain in force.
18. Waiver
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
19. Entire agreement
You confirm that, in agreeing to accept these Terms and Conditions, you have not relied on any representation made to you other than those contained in these Terms and Conditions and you agree that you shall have no remedy in respect of any such additional representation. Your statutory rights are not affected by these Terms and Conditions. Nothing in this paragraph shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Terms and Conditions. Furthermore, by accepting these Terms and Conditions, you expressly agree to be bound by the provisions herein which refer to (i) payment and VAT, (ii) our limitation of liability regarding the delivery services.
20. Jurisdiction
These Terms and Conditions shall be subject to English law. All claims or disputes arising in relation to or in connection with any contract (any order for Products) under these Terms and Conditions shall be governed by English law. You may bring a claim to enforce your consumer rights in connection with these Terms and Conditions before the courts of your resident country, as laws in your country of residence may also apply to allow you certain levels of consumer protection. In addition, you are also entitled to bring a claim before the Courts of England and Wales if you prefer.
If you wish to bring a claim before a court in your resident country, please use the following service address: Legal Department, John Lewis Partnership, 171 Victoria Street, London, SW1E 5NN, England.