Operational Update

 CORONAVIRUS FAQS

We have collated some of our most frequently asked questions below. As this is a constantly evolving situation this page will be updated daily. If your question is not listed below, our customer care team are operating as normal to help.

More information on our extended refund policy can be found here

Can I still place an order online and have it delivered?

Of course. We are following the advice of Public Health England and are still operating as normal. We update this information a daily basis with latest advice.

Can I still receive delivery of parcels?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is currently understood that these types of viruses don’t survive long on objects such as letters or parcels.

Should I be concerned about touching an order I have received or collected?

Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

What steps have you taken to protect your employees?

The wellbeing of our staff is our number one priority and all hush office staff are now working remotely in line with government advice. Staff in our warehouse have been provided with gloves when handling orders and we continue to monitor the situation closely with all employees.

What if I am self-isolating or do not wish to come into contact with a delivery driver?

All our UK deliveries are handled by Royal Mail, who have already put extensive plans into place. Royal Mail will not be handing over their hand-held devices to customers to capture signatures. Additionally, for all customers (including those who are self-isolating) where they need to deliver any parcel that won’t fit through your letterbox, they will place your item at your door. Having knocked on your door, they will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

International deliveries are handled by DHL or your local postal service. Please check with the relevant courier for more information.

Is click and collect still operating normally?

We have decided to temporarily suspend this service. 

What if I ordered a parcel to a location I can no longer access? E.g. my office has closed or my chosen click and collection location is now closed.

As the situation with Coronavirus evolves, we're increasing our returns deadline to 90 days for the foreseeable future. So if you need to send something back to us but can't get to the Post Office (or don't feel safe doing so), there's no hurry.

If you have ordered to a location you can longer access and the item is successfully delivered, our returns policy has been extended to give you plenty of time to retrieve your parcel. If you require your items more urgently, we would suggest placing another order to your home address.

If the local courier is unable to deliver your item, you will be contacted to arrange redirection of your delivery. Failing this, the parcel will be returned to the depot and held for 18 days before being returned to hush. You will then be issued a refund in line with our returns policy. 

If I’m self-isolating, how do I return a product?

We have extended our returns period to 90 days to allow customers the opportunity to return their orders to us.

Will I get my refund as normal?

Yes, however it may take slightly longer than normal. We are working extremely hard to keep running a normal service. If you have any questions regarding your refund, please do not hesitate to contact our customer care team.

Are stores and concessions still open?

Our pop-up stores have now ceased trading. John Lewis concessions have been temporarily shut in line with John Lewis store closures. 

Why have some of your international prices changed during this time? 

International orders are handled by globale - our third party payment and logistics partner. All international prices are linked to live exchange rates, which are subject to fluctation based on market conditions.