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General Information

How does delivery work?

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 furniture.rentals@johnlewis.co.uk for support.

Why don’t you deliver to my address?

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.

Who can I contact if I have questions?

If your questions are not covered in the FAQs, you can email us at furniture.rentals@johnlewis.co.uk. 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 furniture.rentals@johnlewis.co.uk.

Subscription Payments

When do I pay?

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.

Can I change my payment method?

Yes - You can change/update your payment method details at any time within your “manage my rentals” account section.

What happens if I miss a payment?

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.

Your Item & Item Protection

Are the items new?

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.

Do my rental items come with a guarantee?

Your guarantee covers you against faults to the frame of the sofa, armchair or sofa bed, including:

Loose joints
Timber breakage due to manufacturing defects
Spring rails breakage

Your guarantee won’t cover:

If the timber has been subject to adverse moisture
If there is evidence of product abuse, misuse or use in a non-domestic environment
If the product has not been properly maintained in accordance with care instructions
If the product has not been properly maintained in accordance with care instructions
If the product is in an unsanitary condition (for example, caused by pets). We reserve the right to refuse to collect and/or dispose of any unsanitary product
If the product has been exported outside of Great Britain and Northern Ireland
If your item is stolen or damaged

Subscription Terms

What is the minimum subscription length?

The shortest rental term is three months. We also offer six and twelve month rental terms.

Can I end my subscription early?

At any time you can choose to end your subscription and return your item. To end your subscription early you will need to pay the difference between what you have paid and what you should have paid for the shorter duration rental plan.

For example: A sofa at £30 a month on the 12 month plan and £40 a month on the 6 month plan. You sign up for a 12 month plan and pay £30 a month. After 7 months, you decide that you don't want the sofa any more.

After 7 months, you will have paid 7 x £30 = £210. To rent for 7 months, you would have needed to be on the 6 month plan (the next plan down). You therefore should have paid 7 x £40 = £280. To end your subscription early you will need to pay the difference between what you have paid and what you should have paid. In this example, you would owe £70 (£280 - £210 = £70).

What happens when my minimum subscription plan ends?

When your plan finishes, you are completely in control as to what happens next. You can either:

end your rental by contacting support to arrange collection of your item/s
simply keep making your monthly payments to keep the item;
extend your plan to a longer plan to lower your monthly payments or
pay the remainder of the value of the item up to its buyout price to own the item outright.

Can I buy the item at the end of my subscription?

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.

Delivery & Returns

Where do you deliver to?

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.

How long does delivery take?

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.

Will you install furniture?

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.

Can I return the item once delivered if decide I don't want it?

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

What is Fat Llama?

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.

What do they do?

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.

Do I need a Fat Llama account?

To rent from us, you are required to create a Fat Llama account and complete your verification.

Is my personal information secure with Fat Llama?

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.

John Lewis

What is John Lewis & Partners?

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.

If I have a John Lewis account, can I log in with that?

No, in order to rent from us, you are required to create a Fat Llama account and complete your verification.

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