All transactions are subject to our terms and conditions stated below
1. Delivery Terms all items have £2.99 delivery as default.
1.0 Key cutting items - Keys cut to code and general Key orders, we will try to ship for next day however please allow 2 working days for dispatch which will be via Royal Mail 1st class 'signed for' delivery or DPD tracked service if you chose this option on the checkout. (We do advise this tracked upgrade shipping for keys, we also prioritise DPD key orders)
1.1 All orders for standard non modified/customised items received before 4.30pm will be dispatched the same working day for next working day delivery (with exceptions over standard UK Bank Holidays) If the item is not in stock we will advise of a suitable replacement or let you decide if you wish to leave it on a 'back order' for when it arrives back in stock.
1.2 Although most of couriered parcels are delivered next day - please note this is not a guaranteed service.
1.3 LockandKey.co.uk cannot be held accountable for late deliveries if the parcel has been dispatched in accordance to our terms - after this point we are in the hands of our couriers. Orders received after 4.30pm will be dispatched the next working day.
2. Delivery Attempts
2.1 Our standard business service is only one attempt delivery, with three delivery attempts on our standard home service.
2.2 On non-delivery a card will be left where access is possible indicating the local depot where your parcel can be collected. It is the customer's responsibility to rearrange the delivery or collect the order from the local depot.
3.3 The parcel will be held at your local hub for 5 days before being returned to sender.
3.1 If for any reason you are not entirely happy with any products bought from our online shop you may return them back to us.
3.2 For returns to be correctly processed and refunded please email [email protected] giving your full name and address, original date of purchase, and Paypal registered email address. A copy of this email must be attached securely to the outside of returning parcel.
3.3 Customers have the right to return any goods as long as we receive back within 14 days of purchase starting from the day after delivery.
3.4 We will refund the full amount for goods including any carriage charges incurred for the original delivery made by lockandkey.co.uk for goods that are faulty or damaged in accordance with Distance Selling Regulations. If the item has been delivered correctly to your order but does not meet your requirements then we will refund the purchase price once the item has been returned, but we will not refund the delivery cost as this part of your order has been fulfilled, in effect the order is two parts - delivery and product.
Customised products IE extra keys cut for locks are not refundable as they are purely made for your order and not a re-stockable item, if the keys are faulty we will re-cut or refund following our normal quality policy to find out why they do not work.
Keyed alike locks again are a custom specific product so we can not refund any keyed alike costs, we will refund the cost of the locks minus any extra keys that may need to be cut to put the locks back into stock for re-sale.
Customers are free to organise at their cost delivery back to LockandKey.co.uk. or we can arrange collection or a 'swap out' for a new replacement item.
Above all, returns can be a sensitive subject and we will always do what we can to offer a sensible and fair outcome. With very low value items it is sometimes not cost effective to return the item for both parties - so we are committed to try and resolve these on an individual basis, rather than destroy the planet with emails and CO2 emissions!
3.5 Goods must be undamaged, unused and in their original packaging to qualify for any refunds.
3.6 For any reason you cancel or refuse to accept delivery after your order is dispatched, we will refund your original purchase minus a return delivery cost of £15.00 per parcel after the parcel is returned.
4. Damaged Goods
4.1 In the unlikely event that you should receive damaged or faulty goods, please email [email protected] giving your full name and address, original date of purchase, & Paypal registered email address. If you don't have a Paypal account then we will BACs or refund your card. However Paypal is a quick and easy refund solution.
4.2 If you can attach a photograph showing the damage this will help to speed up your claim. One of our sales team will then contact you to discuss further and process any refunds required.
5. Return Address
5.1 Please send all returns to:
Lock and Key co.uk
Unit 20 Bridgegate Industrial Estate
5.2 We cannot accept responsibility of non-delivery of returned goods.
5.3 We cannot refund any packs that have been partially used – only full, undamaged packs will be considered for any refund.