Shipping & Delivery
Clear shipping options, dispatch times, and what happens if something goes wrong. Simple, fast, transparent.
1. Shipping Costs
All orders have a £4.80 delivery charge by default, with optional upgrades available at checkout.
2. Dispatch & Processing Times
2.1 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).
2.2 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.
2.3 Standard Items
Custom items ordered before 1:00pm are typically dispatched the within 2 business days (excluding UK Bank Holidays), but may take longer depending on stock levels, order size and complexity.
If we expect delays we will try to contact you to keep you informed.
2.4 Cut-off Times
Orders received after 1:00pm dispatch the next working day.
3. Delivery Times & Tracking
Although most couriered parcels arrive next day, please note this is not guaranteed.
Once dispatched, parcels are in the hands of our couriers. LockandKey.co.uk cannot be held accountable for late deliveries.
4. 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.
5. Problems With Your Delivery
5.1 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.
5.2 Missing Parcels
If your tracking shows delivered but you can’t locate the parcel, contact us at info@lockandkey.co.uk and we’ll help investigate with the courier.
5.3 Order Changes
If you need to change your delivery address or cancel an order, email us as soon as possible. Once an order is dispatched, changes may no longer be possible.
6. Returns
Looking for returns info? Please see our Returns Policy page for eligibility, timeframes, and how refunds are processed.