Free Click & Collect
Free returns
Free UK Delivery over £40
3 year guarantee
Our Lakeland family of colleagues and customers have been truly extraordinary and we thank each and every one of you for the support you have given, and continue to give us in these most challenging of times.
We know that these uncertain times lead to many questions, and we hope that we can help answer some of these for you on our FAQ page below.
In order to ensure that we're despatching orders safely, and in line with all Government guidelines, it is currently taking us longer than usual to get your order to you. Our overnight delivery service is also temporarily unavailable.
Our current delivery expectation is up to 14 working days. Our warehouse teams and couriers are working hard to get your parcel to you as quickly as possible. Please allow the full 14 working days before requesting an order update. If we have a note of your email address from your order, as soon as we have despatched your order, we will send you an email to let you know that it's on its way and will include a tracking link so that you can track your order delivery.
As your order has already been processed we're unable to make any changes. You can of course place another order, however this will be delivered separately from your initial order.
You can update your personal details quickly and easily online. Simply visit the 'my profile' section within my account.
We're limiting the number of orders we can accept each day, to ensure that our wonderful team in our Distribution Centre can safely pick and pack them. Once we reach our daily limit, unfortunately we can't take any further orders, but please pop back and check again the next day.
Whilst many of our team continue to work from home, we have a wonderful team of colleagues who continue to work hard from our Kendal Distribution Centre to ship new orders to our customers. To ensure that we're able to get these orders to customers safely, and in line with all Government guidelines and social distancing advice, this means that we're currently limiting the amount of orders we accept each day. We've also worked hard to ensure that our reopening stores as well as our Windermere Head Office are safe for colleagues and customers, introducing social distancing measures, sanitising stations and much more.
Our delivery partners have made contactless deliveries available. Simply advise us of an appropriate safe location for them to leave your parcel during our checkout process.
We have good availability across many of our products and our Buying team are working hard to replenish those products we are seeing unusually high demand for.
We are limiting certain essentials where necessary to ensure that we make these products accessible to as many customers as possible.
On Sunday 22nd March we made the difficult decision to temporarily close all of our stores nationwide. As difficult as this was, we know it was the right decision to protect our colleagues and customers. Since receiving the updated government advice, we have now started to reopen some of our stores and a full list of open stores can be found here
Unfortunately, it's too early for us to say. In order to ensure the safety of our colleagues and customers we continue to closely follow the advice of the Government and will only re-open fully when it's safe to do so.
If the temporary closure of our stores means that you are unable to return your item within its guarantee period, please keep your receipt as in these instances we will be extending your returns period by the duration that our stores are closed. Alternatively, please do get in touch and we'll advise you accordingly.
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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.
There are two ways to track your order:
We'll send an email with a tracking link & instructions when your order has been despatched.
If you've created an account you can track your order 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 via phone, chat or email for more information about tracking your order.
Unfortunately we can’t amend orders, but we can cancel your order and allow you to place a new one. Please call us as soon as possible on 015394 88100 so we can stop your order from leaving the distribution centre. If we don’t catch it in time and your order is already on its way, don’t worry, once you receive it just return it to us free of charge.
If you change your mind about an order and want to cancel it, it is not a problem. Normally your rights mean you can cancel anytime up to 14 days after receiving your order and you would have a further 14 days to return the order, but at Lakeland our guarantee means you can cancel or return items for up to 3 years after ordering for a replacement or refund – just make sure you have your receipt or emailed order confirmation as proof of purchase.
Your order may be sent from multiple locations and can arrive separately on different days; please allow the allotted delivery time before contacting us.
If you wish to place an order and delay the despatch please call our contact centre on 015394 88100.
Due to legal requirements we have to prove a customer is over 12 16 or 18 on certain items. If this is required it will be highlighted on the product page.
Yes – just enter the recipient's name and address in the delivery section of checkout and we'll send your order straight to them.
E-vouchers can only be sent to the card holders email address. Gift cards can be sent to an alternative address.
Yes, in £5, £10 and £20 values via our website or any value through our stores. These can be spent online, in our UK stores and over the phone. They are sent post free.
If you have a paper gift voucher you can enter the 16 digit voucher number into the 'Vouchers and coupon codes' box in your basket and click 'Add this voucher', alternatively you can enter the code into the Pay with Gift Vouchers box on the payment page. The value of the voucher will automatically be deducted from your order.
If you have a gift card you can enter the 22 digit voucher number and card PIN (scratch to reveal PIN on back of card) in to the Gift Cards box on the payment page. The value of the gift card will automatically be deducted from your order.
If you have been emailed an e-voucher you can enter the 22 digit voucher number and 4 digit PIN number in to the Gift Cards box on the payment page. The value of the e-voucher will automatically be deducted from your order.
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.
You can use as many gift vouchers as you like, however, promotional vouchers are one per order as stated in T's & C's.
For most products sent from our distribution centre, you'll be charged when your order is despatched. For products delivered direct from a supplier you may be charged at any point between confirmation of your order and despatch. If you choose to pay by PayPal, your payment will be taken immediately. Please note, there will be an 'authorisation/pending payment' on your account, however this clears once payment goes through.
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.
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.
It depends where you are and which delivery service you have chosen - for more information please see our delivery details.
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.
Yes - just put your chosen address details in the 'Delivery Address' section as you checkout. Alternatively if your order is eligible you can have it delivered to your nearest store or any myHermes Parcel Shop.
No, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.
Yes. 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.
We're unable to send or back order an out of stock item for overseas orders. You'll need to reorder once the item is back in stock. Postage charges apply.
Yes, please give the store a call and they'll be happy to help
Yes.
Customer service is at the heart of all we do.
Mon - Sat: 9am - 7pm Sun: 10am - 5pm Bank holiday: 10am - 5pm
Mon - Sat: 10am - 4pm Sun: Closed
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To help us provide you with the best response, please complete as many of the following optional details
If you would like to write to us directly, please send your letter to:
No, we offer a safe place delivery service. Simply let us know where you'd like your order leaving in the delivery instructions box on the delivery page when placing your order. Some high value items do require a signature and this is indicated on the product page.
We'd recommend a ParcelShop delivery or Click & Collect otherwise give us a call to see if we can arrange a different courier for you. (Charges may apply)
Occasionally there may be an error on tracking. Please allow allocated time for delivery.
Your order may be sent in more than one parcel and may be delivered on separate days. Please allow allocated time for delivery.
The majority of our products are available for express delivery but some products such as heavy and large items and goods despatched directly from suppliers aren't. We're unable to deliver to some remote geographical areas on an express delivery. You'll find further information on the product information pages.
£2.99 per parcel.
Hermes will send a text message when your order is at your chosen Parcelshop.
Parcelshops will hold your order for 10 days. After 10 days the parcel will be returned to us.
You can return your order via Parcelshop. Visit www.hermesparcelreturn.co.uk to arrange the return. You'll need access to a printer for the returns label.
We want you to enjoy shopping at Lakeland with complete confidence, which is why, in addition to your statutory rights, every single product you buy from us comes with a 3 year guarantee.
We're committed to offering quality products that will give you amazing results, stand the test of time and provide excellent value for money. No product makes it into our range without us really putting it through its paces; however, if you buy something from us and you're not 100% satisfied, or it is faulty, you can return it for a replacement or refund up to 3 years – just bring along your receipt or emailed order confirmation as proof of purchase.
After 3 years, you can continue to make a faulty goods claim under the Consumer Rights Act for up to 5 years in Scotland and up to 6 years in the rest of the UK.
There are several ways to return an item:
For orders placed on our website, we pre-authorise your chosen payment method at the time the order is placed. For most products sent directly from our warehouse, your payment method will be charged when your order has been despatched. If the product is being delivered direct to you from a supplier, you may be charged at any point between confirmation of your order and despatch.
Should your order contain multiple items you may be charged separately if those items are despatched at different times.
To find out why your card was refused, simply contact your bank. They should be able to help. Please try to pay again using a different card if you have one.
At Lakeland we want to make sure you're getting unbeatable value, that's why we consistently check competitor prices. If you find an identical product cheaper elsewhere then please bring it to our attention before making your purchase and we will offer a price match and you'll also have the peace of mind that comes with our 3 year satisfaction guarantee.
We're happy to price match based on the following criteria.
Scratch to reveal the PIN number in the bottom right hand corner on the back of the card.
You can use as many gift vouchers as you like, however, promotional vouchers are one per order as stated in our T's & C's.
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.
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.
When you created your account you'll have used your email address as your username.
You can change your registered email address by logging into your account at the top right hand side of the home page. Go to my account, followed by my profile & update personal details - you can update your email address from there.
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 so you can track your order then you can do so very quickly and easily at the end of checkout.
You can request to reset your password by entering your email address on the Forgotten Password page and we'll send you a link in order to reset it. If you don't receive an email within 10 minutes it means that you haven't registered a password with us. (Please remember to check your junk/spam box). You can either now create an online account or place your order as a new customer.
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.
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.
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.
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