We offer standard delivery on all items which can vary slightly depending on the size of your item. Smaller items will be sent by Royal Mail and will be delivered in 1-2 working days. Larger items will be delivered by DPD on the next working day. All orders over £60 qualify for free delivery and we will contact you to specify how your items will arrive when we process your order. Delivery for orders under £60 will be calculated at checkout and will depend on the size of the items in your order. Delivery via Royal Mail will cost £3.00 and delivery via DPD will cost £5.95.
There may be some cases where your parcel will be delivered by another carrier. Some of our items are held in external warehouses and some of our bespoke orders will be sent out direct to customers from the designers themselves (Purple Glaze and Minkeys Tweed for example). In this instance we reserve the right to despatch orders via Yodel, DHL, UK Mail or any other courier service deemed most suitable.
Please note that custom, personalised and bespoke items may take up to approximately 14 days to fulfil. We will contact you shortly after we receive your custom order to notify you of an approximate delivery date.
How to Track your order
To check the status of your order click on ‘Your Account’ in the top right hand corner of the page. Sign in to your account and then view your order. You should see one of the following phrases:
- Order Received: Your order has been received but has not been processed yet. You will receive an e-mail confirmation once your order has been received.
- Order Submitted: Your order has been submitted to enter the warehouse or one of our partners.
- Order Processing: Your order is being processed at the warehouse or via our partner network.
- Despatched: Your order has left our warehouse and you’ll receive an e-mail confirming despatch details including the carrier who will deliver your parcel/s.
- Cancelled: Your order has been cancelled.
We will keep you informed as to the status of your order. Once your order has been despatched you will receive a message detailing when you can expect to receive your order, who will deliver it and tracking details when they are provided to us. In some cases, your order may arrive in more than one parcel which can be due to the size of the item/s or where a custom item has been ordered. If your order is incomplete or damaged or you have any questions regarding the despatch or delivery of your items please don’t hesitate to get in touch. We are always happy to help as much as we can. Find our contact page here.
Whilst we hope that in every instance you are more than pleased with your purchase, should you wish to return anything bought from us, we will be happy to refund the cost of the item, or offer a return; whichever you prefer. In this case, fill in the returns form included in your order and pop the item back to us and we will endeavour to process the refund or exchange as soon possible. We will refund the cost of the items returned, but not the postage charges. We accept returns at any time within 28 days, beginning on the day you receive the goods.
In the case of faulty goods, we can either send out a brand new item as a replacement or offer a full refund including the postage costs. We try our utmost to ensure all our products are of the highest quality, but on the rare occasion that something does go wrong we’ll do all we can to rectify the problem. When you return your damaged items, again use the enclosed returns form and once we receive them back will examine the returned goods and process the refund or exchange. In the case of faulty or defective items, we will accept returns within 365 days of delivery.
Made-to-measure, personalised and bespoke orders cannot be returned unless found to be faulty or defective. If the goods are found to be defective, follow the procedure set out above and we will do all we can to either send out a brand new item or offer a full refund.
If the product returned is not in fully resalable 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.
All refunds will be processed using the same method of payment you used to place your order.
A returns form should be included with your order detailing how to return goods to us. If this is missing then send to Lords & Labradors, The Grange, Dalby Road, Partney, Lincolnshire, PE23 4PH, UK, following the procedure below:
- Pack the product in its original packaging
- Pack the product to avoid damage during 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.
Please note: we will refund the cost of the item/s returned once received by us. A refund of the original delivery charge and charge for returning will only be given in the case of incorrect damaged or faulty goods once all items are received by us.
Unfortunately personalised, custom or bespoke products cannot be returned or refunded unless they are defective.
How long do I have to exchange items?
We accept returns and exchanges within 28 days of the delivery of your items. In the event of a faulty or damaged item we accept returns within 365 days of the delivery of your items.
Where should I return my order?
Lords & Labradors, The Grange, Dalby Road, Partney, Lincolnshire, PE23 4PH, UK
Do you offer free returns?
Unfortunately we do not refund the cost of postage, unless the refund is due to a faulty, damaged or incorrect item.
How long does it take to process my returns?
We endeavour to process returns as soon as possible, it can take up to 7 days when we are very busy.
Do I have to pay postage to exchange?
Like all returns, we do not cover the cost of postage unless the item is faulty, damaged or costs more than £60 (as we offer free postage on all orders over £60).
I would like to speak to someone in person, how can I do that?
We are always happy to help as much as we can. We are available during normal office hours Mon-Fri 9am-5pm except British Bank Holidays. You can contact us via telephone: 01790 754670; e-mail: firstname.lastname@example.org; or LiveChat.