HELP CENTRE

Frequently asked questions

We’re here to help

Please read our FAQs below before getting in touch.

You'll find your plan or policy number on any letter we've sent you about your protection. If you bought your plan or policy online, you'll have received an email from us confirming your purchase which also contains your plan/policy number.

Your plan or policy number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers. For example: B1C1234567

If the plan or policy number you have entered matches your documentation, but you’re still unable to create an account or import your plan/policy, there are a few things you can try:

- Make sure the address you’ve provided matches exactly with the address on your plan/policy (including any spaces in your postcode).

- Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.

- If your plan or policy number starts with an ‘A’, try leaving it out.

We’re still here to help during the Covid-19 pandemic. You can request a repair online or by calling us on 0333 000 4994. In most cases, we’ll approve your repair immediately so you can book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won’t even see a bill.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.

We’re continuing to provide thousands of repairs and replacements every day. The safety of our customers and engineers is important to us, so we're continuing to monitor the situation and taking the correct precautions by following the latest Government guidelines.

If you, or a member of your household have symptoms of COVID-19 or awaiting PCR test results, please book a repair when the recommended self-isolation period due to infection is over. For the most up to date advice for self-isolating please visit the NHS website

Don’t forget, it’s quick and easy to book, track and manage your claim online in My Account

Appliance: In some situations, at our discretion, we’ll arrange to replace your product instead of repairing it. In these cases, we’ll either:

- replace your product with one of a same or similar make and technical specification, or

- issue you with a John Lewis and Partner gift card.

Accidental Damage & Mobile: In some cases, rather than carry out a repair we may decide to give you a replacement item or a John Lewis & Partners gift card.

Rather than a new product, we may provide you with a remanufactured or a refurbished replacement.

All replacements will be of the same or similar make and technical specification as your product. However, it may not be the same colour as your original product.

Furniture: In some situations, at our discretion, we’ll arrange to replace your furniture instead of repairing it. In these cases, we’ll replace your furniture with one of a same or similar standard, specification and style as the original furniture available from John Lewis & Partners. If the furniture has been purchased as part of a matching set, we may replace the whole set provided they were purchased in the same transaction and are all protected by the same policy.

If the repairer hasn’t told you what the next steps are, it’s likely they’re either ordering spare parts or confirming the appliance is beyond repair.

You should hear from them or us within 48 hours. But if you still haven’t had an update, please call us on 0333 000 4994 and contact our customer support team who will be able to help.

Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these.

Only if we advise you to. The work of our engineers is monitored and guaranteed, and we ensure they carry public liability insurance. That’s why we prefer all repairs to be carried out by our approved engineers.

For information on John Lewis & Partners product cover, see the John Lewis & Partners guarantees.

Appliance: We’ll pay for the delivery and installation charges of your replacement product. If John Lewis & Partners install your replacement product, it'll be in the same location as the original product and won't cover cost of upgrade to electrical work. Installation will be subject to John Lewis & Partners standard installation Terms & Conditions.

Where installation is unavailable from John Lewis & Partners’ chosen supplier, we'll pay the cost of installation. In this instance, you'll need to pay a chosen supplier for the installation and then claim the cost back from us. We may advise you on potential suppliers and will do this at the time we arrange your replacement.

If your product is replaced, you'll be responsible for the disposal of your original product at your own cost. John Lewis & Partners may offer a disposal service at the point of delivery.

Accidental Damage/Mobile: We’ll pay the standard delivery charges for any replacement arranged under this policy. We'll pay installation charges for Televisions replaced under this policy. You’ll need to arrange the disposal of the replaced product at your cost if it remains in your possession.

Furniture: We’ll pay the standard delivery charges for any replacement furniture arranged under this policy. You’ll need to arrange the disposal of the replaced furniture.