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Baking our way through it...

COVID-19 customer information

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Hello & thanks for visiting.

We really do hope that you and your families are safe and well.

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.


Your questions answered

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.

Click here to request a catalogue.

We currently have a reduced number of colleagues available to handle your queries. We may therefore take a little longer than usual to get to you, so please do bear with us. You can reach us Monday to Saturday, between 10am and 4pm.

Following the latest advice issued by the Government, we have now started to re-open our store network. We are opening stores gradually and only when we are completely assured that we’re able to do so safely, and in line with all Government advice. To start with we have opened our Wychbold store.

We will continue to update this page as more Lakeland stores re-open and individual opening times can be found on our store pages.

Following the latest advice issued by the Government, we have now started to re-open our store network. We are opening stores gradually and only when we are completely assured that we’re able to do so safely, and in line with all Government advice. Our priority has always been, and continues to be creating a store environment where our colleagues and customers can work and shop safely.

We've therefore been busy introducing many safety measures across our store network. These include hand sanitiser stations for colleagues and customers, 2 metre markers on the floor to guide you through the store safely, encouraging contactless payments wherever possible and providing all of our colleagues with face shields to help protect everyone in store.

We're also currently asking customers to shop alone to support with safety, and whilst our colleagues are always available to help, support and advice must be given at a distance of 2 metres.

The measures we have put in place across our stores and also at our offices and Distribution Centres allow colleagues to maintain the Government-advised 2 metre social distancing. With the support of our customers, we'll be able to follow these new measures and ensure the safety of everyone working and shopping in store.

On Sunday 22nd March, ahead of the Government's announcement of the UK lockdown on 23rd March, we closed our stores with immediate effect to ensure the safety of our colleagues and customers.

Whilst our stores have been closed, we've been working hard to implement safety measures and are opening stores gradually and only when we are completely assured that we're able to do so safely, and in line with all Government advice.

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.

Due to high demand, we are limiting certain essentials where necessary to ensure that we make these products accessible to as many customers as possible. These are clearly signed in store.

Unfortunately we are currently unable to accept Click and Collect orders. We'll reintroduce this service as soon as we're able and will update you via our website. We are sorry for any inconvenience this may cause.

Unfortunately, we're currently unable to accept product returns in store. If this 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 we're unable to accept returns in store. Alternatively, please do get in touch and we'll advise you accordingly.

We currently have a reduced number of colleagues available to handle your queries. We may therefore take a little longer than usual to get to you, so please do bear with us. You can reach us Monday to Saturday, between 10am and 4pm.

For the latest updates on COVID-19 click here >

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Please shop safely and protect
yourself and others.