John Lewis rolls out repair service to all stores
What: Following successful five-store pilot, John Lewis launches nationwide repair service offering cleaning, repairs, and alterations as part of its commitment to circular economy principles.
Why it is important: This expansion demonstrates how major retailers are integrating circular economy practices into their core services while enhancing customer experience and sustainability commitments.
John Lewis has extended its repairs and alterations service to all stores nationwide following a successful five-store trial. The service, delivered in partnership with Johnsons, enables customers to drop off items for cleaning, repairs, or alterations at their local John Lewis shop, with items returned "as good as new." The initiative encompasses a wide range of services, from minor rip and seam repairs to trouser alterations, as well as dry cleaning and handbag restoration. The service extends to homeware items, including duvets, bedding, curtains, and rug cleaning. This expansion aligns with the company's broader circular economy strategy, as emphasised by Marija Rompani, director of ethics & sustainability, who notes that repair services are crucial to their commitment to product longevity and quality. The company views this as a learning opportunity to understand which circular economy models are most effective at scale.
IADS Notes: Recent developments highlight John Lewis's comprehensive approach to service enhancement and sustainability. According to Retail Gazette in July 2024 , the company's initial repair service trial with Timpson Group across five stores demonstrated strong customer engagement and environmental impact potential. Drapers' February 2025 coverage revealed how this initiative fits within a broader £800 million investment strategy, including partnerships with luxury resale platform Sign of the Times and children's wear resale service The Little Loop. Retail Week's October 2024 interview with Peter Ruis emphasised how these service enhancements align with the company's mission to become "radically relevant" through improved customer experiences and sustainability initiatives. This strategic evolution was further supported by Retail Gazette's August 2024 report on the restructuring of buying and merchandising teams to better support these new service offerings. The nationwide rollout of repair services demonstrates John Lewis's commitment to combining traditional retail excellence with modern sustainability practices, setting new standards for department store services.
