There is a huge difference between John Lewis stores and John lewis online. The former offers a fantastic service but the online company is completely different. AWFUL customer service.... I have had to chase refunds on multiple occasions, am given conflicting information from each person that I speak with. No email communication to track returns or refunds, and months go by between date of return and eventual refund (only after chasing them multiple times, and spending hours on hold... often getting cut off, and having to call and start all over again). One of the most frustrating and awful internet experiences I've had....AVOID if you can.