Once you have placed your order, you will receive a confirmation email from Fat Llama. A representative from John Lewis & Partners will call you within three business days of your order to arrange delivery for a date that is convenient for you. If you do not hear from John Lewis within this time frame, please call 03456100390 or email email@example.com for support.
Unfortunately we are only able to deliver to selected UK addresses. We are working to expand this service to more areas, please check back soon if we are unable to deliver to you at this time.
If your questions are not covered in the FAQs, you can email us at firstname.lastname@example.org. You can also speak to one of our Partners by calling 03456100390. Please note that this is a dedicated phone number for our Rental Service, and will not be able to resolve any other queries relating to John Lewis.
Our lines are open from 11am - 5pm Monday to Thursday. For urgent queries Friday - Sunday, please email email@example.com.
When you checkout on the website, you will be required to pay your first months subscription payment and any delivery charges. This is an advance payment for your first months rental. Your next monthly payment will be taken one month after your delivery date and will continue to be taken on the same date every month.
Yes - You can change/update your payment method details at any time within your “manage my rentals” account section.
We will continue to attempt to take payments from your card after the first failed attempt. If we still fail to take payment after 7 days, that is then considered a late payment. You are liable for a charge of 20% of the monthly subscription fee of any late payment each month it remains due. If you have any issues with late payments or would like to end your plan, please contact support.
The exact steps that we take to recover payment can be found in the Terms & Conditions. Fat Llama maintains at its discretion the ability to continue to pursue the items and payments from the customer. This may include contacting the customer via physical direct mail and telephone calls with the customer as well as visits to the customer property after a certain time has passed to try to collect the items. Fat Llama also maintains the right to engage a debt collection agency on their behalf.
Fat Llama will at all times try to work with the customer to make sure that they are able to make the payment without incurring any further charges.
Sometimes items you receive will be brand new, but we also refurbish and clean previously rented items to an as new standard. Sustainability is important to us, every refurbished item will go through an extensive process by John Lewis Partners to enable the item to be re rented and given an extended life. If you are not happy with your item when you receive it, simply contact our support team to discuss options available.
Your guarantee covers you against faults to the frame of the sofa, armchair or sofa bed, including:
Your guarantee won’t cover:
The minimum subscription length is one year. However, we will be launching shorter rentals in due course, so keep your eyes peeled!
Please contact our support team if you need to end your rental subscription early at firstname.lastname@example.org
At any time you can choose to end your subscription and return your item. To end your subscription early you will need to pay an early cancellation fee of two months rental charge.
When your plan finishes, you are completely in control as to what happens next. You can either:
Yes, at any moment in time you can choose to buy your item if you decide you love it. Any rental payments you have made so far will contribute towards the purchase, and you will never pay more than the buyout price in total (not including delivery fees). If you'd like to buy the item, please contact support.
We currently only deliver to selected Mainland UK addresses. Before check-out, you will be asked to enter your delivery postcode to confirm we can deliver to your location.
We are working to expand this service to more postcodes, so please check back soon if we are unable to deliver to you at this time.
Delivery can be arranged for a time that is convenient, but we aim to deliver within 2 weeks. Please note there may be unexpected delays with your delivery due to the ongoing COVID-19 situation.
Absolutely! Make sure the space is clear and we’ll come in and install the furniture just as you want it. Unfortunately we are not able to clear out spaces or remove old furniture for you.
You will have 14 days from delivery to cancel your subscription and let us know that you would like to return the item. Please contact the support team to confirm your cancellation request.
The item must not be used and must be returned as you received it. If you do not return the item in it's original condition, you will not be refunded your first month's subscription fee.
Fat Llama is the world's largest peer to peer rental marketplace for electronics and household items , established in London in 2017. Fat Llama also provide their software to help companies run their own smooth rental business. You can find their marketplace at fatllama.com.
Fat Llama verify customers and manage payments for subscriptions and other rentals to enable us to get items into customers hands whilst preventing fraud. Fat Llama will manage your ongoing rental plan, payments and payment methods.
To rent from us, you are required to create a Fat Llama account and complete your verification.
Any personal information and documentation is safely secured with Fat Llama or Stripe (our payments provider). Identity documents may be verified by third party providers that can be found in our terms and conditions. Any documents provided to document check services will be deleted by the third party within 90 days of submission. If you are no longer a Fat Llama customer you can contact us to have your information deleted at any time.
If you have further questions, you can Fat Llama contact support via fatllama.com or visit their FAQs at the same address.
The John Lewis Partnership is the UK’s largest employee owned business and parent company of our two cherished retail brands - John Lewis and Waitrose, which are owned in Trust by 80,000 Partners.
John Lewis began trading over 150 years ago in 1864 on London's Oxford Street, and is a leading omni-channel retailer in the UK with 34 John Lewis shops and a growing online business - johnlewis.com. We also offer a range of financial products from Home Insurance to Foreign Currency and our credit card, the Partnership Card through John Lewis Finance.
No, in order to rent from us, you are required to create a Fat Llama account and complete your verification.
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