Returns & Delivery Policy
Everything you need to know about delivery, returns, and how we handle orders fairly and efficiently. We aim to keep things simple, fast, and transparent.
1. Delivery Terms
All items have a £4.80 delivery charge by default, with optional upgrades available at checkout.
1.0 Key Cutting Items
Keys cut to code and general key orders are usually shipped the same day, but please allow up to 2 working days for dispatch. We send via Royal Mail Tracked 48 or DHL Tracked if selected at checkout (we prioritise DHL key orders and recommend this option).
1.1 Standard Items
All non-custom items ordered before 1:00pm are typically dispatched the same working day for next working day delivery (excluding UK Bank Holidays). If an item is out of stock, we’ll offer a suitable replacement or let you choose to keep it on back order.
1.2 Delivery Times
Although most couriered parcels arrive next day, please note this is not guaranteed.
1.3 Delays
Once dispatched, parcels are in the hands of our couriers. LockandKey.co.uk cannot be held accountable for late deliveries. Orders received after 4:30pm dispatch the next working day.
2. Delivery Attempts
Our business courier service includes one delivery attempt (three for home deliveries). If delivery fails, a card will be left with collection details for your local depot. It’s the customer’s responsibility to rearrange delivery or collect the parcel within 5 days, after which it is returned to sender.
3. Returns
If you’re not entirely happy with your purchase, you can return it to us.
3.1 Return Process
Reply to your order confirmation email or contact us at info@lockandkey.co.uk with your order information. Refunds are processed through your original payment method.
3.2 Timeframe
Returns must reach us within 28 days from the day after delivery.
3.3 Refunds
We’ll refund the full amount including delivery charges if goods are faulty or damaged. For correctly delivered but unwanted items, the product cost will be refunded but delivery costs are non-refundable.
Customised items such as keys cut to order, keyed-alike locks or master key systems are non-refundable unless faulty. We’ll re-cut or replace them where necessary.
3.4 Fair Policy
We handle returns sensibly and fairly. For low-value items, we may resolve issues directly without requiring a physical return - we prefer saving time and emissions over unnecessary postage.
3.5 Condition
Returned goods must be unused, undamaged, and in original packaging to qualify for a refund.
3.6 Refused Deliveries
If you cancel or refuse delivery after dispatch, a return delivery charge of £15.00 per parcel will be deducted from your refund.
4. Damaged Goods
If your order arrives damaged, please email info@lockandkey.co.uk with your order details and a photo of the damage. We’ll contact you promptly to process a replacement or refund. Refunds are typically issued via the original payment method.
5. Return Address
Lock and Key Co. UKUnit 20 Bridgegate Industrial Estate
Gatehouse Way
Aylesbury
HP19 8XN
We cannot accept responsibility for non-delivery of returned goods or partially used packs. Only full, undamaged packs are eligible for refund.