Lords and Labradors The Grange, Dalby Road, Partney, Lincs United Kingdom PE23 4PH Telephone: 01790 754 670 Email: Sales@lordsandlabradors.co.uk
Should You Need to Change or Cancel Your Order
Unfortunately we are unable to make changes to an order once it has been placed, and once you have confirmed your instructions. If you would like to cancel an order, before the order is processed please contact our Customer Service team at Sales@lordsandlabradors.co.uk. Provided the processing has not yet started and it is not with a third party or delivery partner, our team may be able to cancel the order for you. If your products have already been dispatched or delivered, then you will need to follow our returns procedure. See Below for details
How to Track Your Order
To check your order status, just click on the your account link at the top of the page, sign in and then view your order Do we have this? You should see the one of the following phrases:
- Order received means your order hasn’t been processed yet. You’ll receive an email confirming your order has been received;
- Order Submitted means your order has been submitted to either the warehouse or our partners
- Order processing – means your order is being processed at the warehouse or via our partner network;
- Despatched means your order has left our warehouse or partners You’ll receive an email confirming despatch;
- Cancelled means your order has been cancelled;
Click on the tracking number to see where your package is. All orders except those delivered by Royal Mail will have a tracking number. However, please note we may not have been provided an order tracking number on some items delivered directly from the supplier. Please contact us if you require assistance with any such items. If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on the numbers provided above between 9am and 5pm Monday – Friday, excluding English Bank Holidays.
Your purchase history
To find out more information on your past orders, please click here to sign into your account.
Your Consumer Rights
If you are contacting Lords and Labradors as a consumer, and you have made a purchase from our website you may cancel any Contract between us at any time within 28 days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price paid for the goods in accordance with our refunds policy set out below. This is in addition to your rights under the Consumer Protection (Distance Selling) Regulations 2000. To cancel any agreement between us, you must immediately inform us by either emailing our Customer Services team or telephoning us on 01790 754 670 between 9am and 5pm Monday – Friday excluding English bank holidays and return the goods to us in accordance with condition below.
Lords and Labradors Refunds Policy
Whilst we hope that in every instance you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product. Please see our refunds policy. When you return a product to us and exercise your consumer rights above, and where the goods are not defective, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of cancellation or within 30 days of receipt of the returned purchase. In this case, we will refund the price of the goods in full minus the original delivery charge (provided you return the full order to us), but not the costs you incur in returning the item to us. In the event that you claim that the goods are defective, we will examine the returned goods and will notify you of your refund by either post, telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. Faulty or defective goods can be returned to us within 365 days of delivery and in their original, undamaged packaging. You have a legal obligation to take reasonable care of any goods whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This does not affect your statutory rights where the goods are faulty or not as described. We are unable to offer a refund on personalised, custom made or made-to measure goods made to your specification unless the goods are defective. If you claim the goods are defective, we will examine the goods and the conditions above may apply. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Please send any returns to the following address: Lords and Labradors, The Grange, Dalby Road, Partney, Lincs United Kingdom PE23 4PH. To ensure that your refund is processed as quickly as possible, please follow the procedures below.
- Return the product in its original packaging;
- Pack the product to avoid damage during returns transit;
- Include a copy of your original delivery note or your name, address, phone number, order number and whether you require a refund or a replacement.
Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective. Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it is in fully resaleable condition. Returns should be made within a reasonable time and in original, undamaged packaging.* Please see below for exceptions to this policy. If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights. Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.
Consult the manufacturer’s handbook or website if appropriate. If you need a repair, call our Customer Service team on 01790 754 670. You will be asked for details of the model number and date of purchase. Your dispatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period. In the unlikely event that an issue has not been resolved to your satisfaction, please let us know by calling our Customer Service team on 01790 754 670 between 9am and 5pm Monday – Friday excluding English bank holidays or by sending us an email to: firstname.lastname@example.org. Should you remain dissatisfied please write to the Customer Service team, Lords and Labradors,The Grange, Dalby Road, Partney, Lincs United Kingdom PE23 4PH.