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John Lewis and Waitrose link up for returns

John Lewis customers can now return unwanted purchases from the department store when they receive their Waitrose groceries.

Starting today (17 June), Waitrose shoppers will have the opportunity to offload their unwanted John Lewis online or click & collect parcels with their grocery delivery person. The driver will then process the return and start the subsequent refund process.

There is no additional charge for using what is effectively a new reverse logistics service from the John Lewis Partnership.

All postcodes currently served by Waitrose.com are offering the new returns option. The full introduction of this service follows a trial last year.

Ged Keogh-Peters, director of supply chain strategy for the John Lewis Partnership, commented: “Following the success of the trial we are pleased to be extending this service to even more customers. 

“We are excited to be at the forefront of new services to make online shopping as convenient and quick as possible.”

Waitrose announced plans in May to treble the size of its online grocery operation to a £1 billion business over the next three years. Another fulfilment centre for the grocer is expected to open in Enfield in spring 2020.

The supermarket chain also confirmed last week that it is extending its Waitrose Rapid Delivery fulfilment option outside London for the first time. The service, which enables customers to have up to 25 grocery items delivered to their home or office, within two hours or less or on the same day, will be available in both Bath and Hove from the 8 and 15 July, as well as multiple London postcodes.

Waitrose’s array of eCommerce-related announcements comes after it emerged in February that its longstanding contract with Ocado - which involved the online grocer selling Waitrose products as part of its offering - would not be renewed.

Ocado has, instead, embarked on a strategic partnership with Marks & Spencer to support the growth of the high street mainstay’s online food operation.

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