Frequently Asked Questions

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    • 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?

      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.

      Can I change an order once I've placed it?

      We're unable to amend your order but we can cancel it to allow you to place a new order. Please call us as soon as possible on 015394 88100 so we can stop your order from leaving our distribution centre.

      Why hasn't all my order been delivered together?

      Your order may be sent from multiple locations and can arrive separately on different days; please allow the allotted delivery time before contacting us.

      Can I delay my order?

      If you wish to place an order and delay the despatch please call our contact centre on 015394 88100.

      What is the latest I can place my order for Christmas delivery?

      Our Christmas delivery information can be found here.

      Why do you need my date of birth?

      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.

      Can I send an item to someone at a different address?

      Yes – just enter the recipient's name and address in the delivery section of checkout and we'll send your order straight to them.

      I've ordered more than one gift wrapped item in my order how will I know which item is which?

      On the back of each gift wrapped item there will be a small sticker on the tag with the product item number on it.
      If you select the gift tick box during checkout you can also enter a gift message on gift wrapped items, which will be sent with your order. Prices will be removed from the delivery note.

      Can I send an e-voucher to my friend?

      E-vouchers can only be sent to the card holders email address.
      Gift cards can be sent to an alternative address.

      Do you sell gift cards?

      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.

      I've got a gift voucher - how do I redeem it?

      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.

      I've got a gift card - how do I redeem it?

      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.

      I've got an e-voucher - how do I redeem it?

      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.

      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.

      How many vouchers can I use on my 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.

      Am I charged for items as soon as I order them?

      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.

      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.

      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.

      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.

      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. Alternatively if your order is eligible you can have it delivered to your nearest store or any myHermes Parcel Shop.

      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?

      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.

      I'm an overseas customer and an item on my order is out of stock. What happens next?

      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.

      Can I extend my Click & Collect order?

      Yes, please give the store a call and they'll be happy to help

      Do you include an invoice/despatch note in parcel?

      Yes.

    • Does my order require a signature?

      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.

      Hermes can't deliver to my address. Am I able to use different courier?

      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)

      My tracking states delivered but I haven't received my order?

      Occasionally there may be an error on tracking. Please allow allocated time for delivery.

      Will my order be sent in one parcel?

      Your order may be sent in more than one parcel and may be delivered on separate days. Please allow allocated time for delivery.

      Are all products available for express 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.

      myHermes ParcelShop

      How much is it to send an order to a Parcelshop?

      £2.99 per parcel.

      How will I know when my Parcelshop order is ready to collect?

      We'll send a text message when your order is at your chosen Parcelshop.

      How long will the Parcelshop hold my order for me?

      Parcelshops will hold your order for 10 days. After 10 days the parcel will be returned to us.

      Can I return my order via the ParcelShop?

      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.

    • How do I return an item?

      There are several ways to return an item:

      • You can return it to one of our stores with your despatch note or receipt of purchase.
      • You can call our friendly Customer Services team on 015394 88100 to arrange a free collection - they'll explain it all to you over the phone.
      • If your order has been delivered by Hermes in the last 90 days you can arrange a free return through www.hermesparcelreturn.co.uk. Hermes will collect your parcel on a specific day (Mon - Sat) or you can drop off your return parcel at your local myHermes Parcelshop. For all orders returned with Hermes you'll need access to a printer for the returns label.

    • 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.

      When will my payment be taken?

      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.

      Why was my debit/credit card declined?

      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.

      Price Match

      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 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.

      • We'll match our competitor's current UK store or website price.
      • The competitor's item must be brand new, identical to ours, and offered on the same terms (make, model, colour, any accessories or gifts)
      • We and the competitor must have stock ready for delivery.
      • We must be able to verify the competitor's price and stock position.
      • We'll match the price of an item; not delivery charges or other services.

      I've got a gift voucher - how do I redeem it?

      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.

      I've got a gift card - how do I redeem it?

      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.

      Where can I find the PIN number on my gift card?

      Scratch to reveal the PIN number in the bottom right hand corner on the back of the card.

      I've got an e-voucher - how do I redeem it?

      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.

      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.

      How many vouchers can I use on my order?

      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.

      Am I charged for items as soon as I order them?

      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.

    • 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.

    • What's my username?

      When you created your account you'll have used your email address as your username.

      How do I change my registered email address?

      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.

      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 so you can 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 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.

      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.