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Lords at Home

FAQs

Orders

Do you ship internationally?

Yes! However please read our delivery information as some restrictions apply. For security purposes, we process international payments through PayPal. Contact us for further enquiries and to place an international order. Please note that the guarantee on electricals is voided once the item is shipped overseas.

I’ve signed up to your newsletter, but discount code doesn’t work!

Thank you for subscribing! Please note our discount code is not valid on electricals and discounted items as per our terms and conditions.

My order details are incorrect/I’ve ordered the wrong item.

No problem! Send us an email and let us know which information needs updating regarding your order. Alternatively, if you need to amend part of your order, we’ll be happy to process any changes for you.

Help, I received the wrong item/part of my order is missing!

We apologise if we’ve sent you the wrong item by mistake, get in touch with us and let us know which item you originally ordered and what you actually received. If you believe that part of your order is missing, let us know as sometimes we dispatch large orders in two packages. We’ll look into this and find your missing items as soon as possible.

I can’t log into my account!

You may have signed in/made your purchase as a guest. Not to worry, we can still update you on the status of your order if you provide us with your full name and order number.

 

Delivery

When will my item arrive?

We have three delivery options for UK mainland delivery:
Standard 3-5 Working Day Delivery
Next Day Delivery
Weekend Delivery

Please note that all Brabantia items have a standard lead time of 7-10 working days. See our delivery page for more information.

What if I’m not home when my item is delivered?

Items shipped via DPD can easily be rearranged with the courier by text message or on the DPD website. You can also notify the courier of special requirements such as leaving the item with a neighbour.

Where is my Brabantia order?

We haven’t forgotten your order! All Brabantia items have a slightly longer lead time of 7-10 working days. You will be updated with a tracking number via email as soon as this information becomes available. Please do not hesitate to contact us if your order exceeds 10 working days.

My item hasn’t arrived

We’re sorry to hear that your item hasn’t arrived. Please send us an email with your full name and order number so we can resolve this as soon as possible.

 

Click & Collect

How long will my order take to arrive? 

Please allow three to five working days from the day you place your order for it to arrive instore. We will email you as soon as your order is ready for collection. Please do not visit the store to collect your order until you have received your confirmation email.

 

What do I need to I need to bring to collect my order?

Please print out your ‘Ready to Collect’ confirmation email and bring it with you to the store. Or, if you’d prefer, you can simply display the email on a smartphone, laptop or tablet device. Please also bring the card that you paid with or a form of identification: your passport or driving license.
 

 What if I'm not available to collect my order?

If you do not collect your order within fourteen days of its arrival instore, you will be contacted by email. If we don’t hear from you for a further seven days, we will return your order to our warehouse for a refund. If you remain in contact with us, we can hold your order for an agreed period, within reason, until you can collect it from the store.
 

 Can I return my order on the day I collect it, or later? 

Yes. If you change your mind or an item is unsuitable, you can return or exchange anything you need to then and there in the store. You are free to make use of our changing facilities, and a member of the team will be happy to offer advice. Alternatively, you can take your order home and return any items you wish to (under the terms of our Returns Policy) within seven days of collection.

 

Returns

My item has arrived damaged

We’re sorry to hear that! Send us an email with your full name and order number, letting us know whether you would like a replacement for a full refund. We’ll advise you on the next steps and resolve the issue as soon as possible.

I’ve sent my item back but haven’t received a refund yet

We process refunds as soon as the item has been booked into the system. If you haven’t received a refund confirmation email within 5 working days of the return, let us know and we will get that sorted for you.

 

Product

Will my item come with a guarantee? I can’t see it mentioned on your site.

All items come with the standard manufacturer guarantee. In the event that isn’t clearly stated on our product page, drop us a line and we’ll be happy to clarify for you.

My item is faulty and is still under warranty, what should I do?

We process returns and replace all items within the first 60 days of purchase. If you have had your item for more than 60 days, you will need to contact the manufacturer for a repair or replacement, using your Lord’s proof of purchase. Should you require extra assistance, please do not hesitate to contact us.

Where can I get a replacement part for my Brabantia item?

Unfortunately we don’t supply or source the spare parts for Brabantia, however, the wonderful team over there will be able to help and get them sent to you as soon as possible. Give them a call on 0127 581 9119.

Can’t find an answer to your question? Send us a message and one of our team will be in touch to give you a helping hand.