frequently asked questions
- How can I pay for my order?
- How do I track my order?
- Can I change an order once I've placed it?
- Do you sell gift vouchers?
- I've got a voucher - how do I redeem it?
- I've got a coupon - how do I redeem it?
- Am I charged for the items as soon as I order them?
- If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?
- Do I have to pay for delivery?
- How long do I have to wait for my order to arrive?
- What if I'm out when the courier tries to deliver?
- Will you deliver to an upstairs flat?
- Can I send my parcel to an address other than my home address?
- Can I have different items from the same order delivered to more than one address?
- Does Lakeland accept and deliver orders from outside the UK?
- How do I return an item I have purchased?
- Do I have to pay for returns?
- Can I return an item bought from the website to a store?
- Is it safe to shop online at www.lakeland.co.uk?
- If I register with you how will I know my details are secure and that you won't pass them onto other companies?
- What is the 'Security Code' referred to on the Payment page?
What's my username?
When you created your account you'll have used your email address as your username.
Do I have to create an account?
If you'd prefer not to create an account you can checkout as a 'new customer' - if you decide you'd like to create an account in order to be able to track your order then you can do so very quickly and easily at the end of checkout.
What happens if I've forgotten my password?
You can request your password to be reset by entering your email address on the Forgotten Password page and we'll send you a link in order to reset it.
How can I pay for my order?
We accept the following payment cards: VISA, MasterCard, American Express, Maestro/Switch, VISA Electron or PayPal.
We currently only accept cards issued by a UK bank - if you're ordering from overseas then visit our section on ordering from overseas.
How do I track my order?
If you've created an account you can track your Lakeland.co.uk order and view older orders online by logging in using this My Account link or by visiting the homepage and clicking on the Login / register link on the top right.
If you haven't created an account you won't be able to track your orders through the website, please contact us for more information about your order.
Can I change an order once I've placed it?
As soon as we receive your order, we send it to our warehouse so that they can start work packing it for you, so unfortunately we can't make any changes. If you do need to make an alteration please contact us and we'll cancel your original order and place a fresh one for you.
Do you sell gift vouchers?
We do. You can both buy and redeem them online, in store and by mail order.
I've got a voucher - how do I redeem it?
If you have a voucher enter the 16 digit voucher number into the 'Vouchers and coupon codes' box in your basket and click 'Add this voucher'. The value of the voucher will automatically be deducted from your order.
I've got a coupon - how do I redeem it?
If you have a 'money-off a particular product' or a general discount coupon, enter the barcode or special code from your coupon into the 'Vouchers and coupon codes' box in your basket, and click 'Add this voucher'. The value of the coupon will automatically be deducted from the relevant product/your order.
Am I charged for the items as soon as I order them?
No - we'll only charge you when your items are despatched.
If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?
No - if part of your order is out of stock, we won't charge you any extra to deliver it when it comes back into stock.
Do I have to pay for delivery?
We always offer free delivery in the UK, subject to a very reasonable minimum order spend - for the latest details please see our delivery section.
How long do I have to wait for my order to arrive?
It depends where you are and which delivery service you have chosen - for more information please see our delivery details.
What if I'm out when the courier tries to deliver?
When placing your order you can provide a delivery instruction to leave the parcel in a safe place or with a neighbour. Otherwise the courier will leave a card and attempt to redeliver. Three attempts will be made to deliver your order before it is returned to us.
Will you deliver to an upstairs flat?
Our couriers will deliver to the building entrance but are not able to deliver parcels above the ground floor. If this isn't suitable perhaps you'd like to consider our ParcelShop option.
Can I send my parcel to an address other than my home address?
Yes - just put your chosen address details in the 'Delivery Address' section as you checkout.
Can I have different items from the same order delivered to more than one address?
No, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.
Does Lakeland accept and deliver orders from outside the UK?
From time-to-time we're unable to deliver to a handful of countries due to a variety of circumstances - if this is the case you won't be able to select a delivery address during checkout.
Due to restrictions imposed by our courier, we're unable to send some of our range overseas e.g. pressurised containers, toxic substances, particularly heavy items. You'll be advised of any products affected by the restrictions during checkout. For more information, including delivery charges, visit our overseas orders page.
How do I return an item I've bought?
You can take it back to one of our stores with your despatch note or call our friendly Customer Services team on 015394 88100 to arrange a collection - they'll explain it all to you over the phone.
Do I have to pay for returns?
No, we'll arrange the collection for you.
Can I return an item bought from the website to a store?
Yes, just take it along to your nearest store along with the despatch note.
How do I find my nearest store?
The Lakeland Store Locator will help you find the most convenient store by town or postcode. There's also a detailed map and opening times for all stores.
Do your shops stock all the items that are available online?
Not always, Some of our stores are relatively small and the range available on the website contains products that can only be bought online as well as items that are too large to be carried home from stores. If you're making a special trip for something in particular, please give the store a call first to check they have it in stock - we wouldn't want you to have a wasted journey. You can find the telephone number for your nearest store in our Store Locator.
Is it safe to shop online at www.lakeland.co.uk?
Yes. We've been using the Secure Socket Layer (SSL) encryption method since our website went live in 1999 and have never had any problems with security. We do recommend though that you use the latest version of your browser as some older versions may experience an error when viewing certain parts of our site. However, if you're still concerned or have difficulties, you can call our friendly Customer Services team on 015394 88100 for help with placing your order.
If I register with you how will I know my details are secure and that you won't pass them onto other companies?
We treat your personal information with the highest standards of security and confidentiality. We never sell or give any personal information we have about you to any other company. You can rest assured that your credit/debit card and personal information are safe with us.
What is the 'Security Code' referred to on the Payment page?
Sometimes referred to as the CV2 number or CVV number, the Security Code is either a unique 3-digit number printed on the back of your credit/debit card or if you have an American Express card it is a 4-digit number on the front (usually top right) of your card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it.
Even if you decide to save your credit/debit card details in your account, your Security Code won't be held on file and you'll need it each time you place an order.