Returns & Shipping
Delivery
Lamb & Lowe strives to offer an exceptional buying experience with each transaction, this means products delivered promptly at competitive prices with excellent customer service.
We aim to dispatch and deliver orders within 3 working days of receipt. Please note some orders may take longer due to unforeseen circumstances.
Delivery Charges
This charge applies to UK mainland orders only:
All orders £25 and over – Free Delivery
All orders under £25 – £3.95
Delivery Exceptions
For Ireland, Jersey, Guernsey, Isle of Man and Scottish Isles the following charges apply:
All orders will be charged £12
We are unable to deliver to countries outside of those listed above.
Our Customer Service Contact Details
Email: service@lambandlowe.com
Address: Care For Feet T/a Lamb & Lowe, 4-6 Market Place, Stocks Offices, Suite 1, Chapel en-le- Frith, High Peak, SK23 0EN
Our Customer Service Department operates between 9:00am - 5.00pm Monday to Friday.
Any emails received outside these times will be dealt with at the earliest possible opportunity.
Once you receive your order
It is important to carry out the following Procedure upon Receipt of your Delivery in order to enable us to resolve your problem as efficiently as possible:
- Please always inspect the packaging for any visible signs of damage
- Open your delivery upon receipt and check that it contains all the goods which you ordered
- Check the packaging carefully before discarding it, as some items we supply are quite small and could be missed
- Check the goods correspond with your order
Please contact our Customer Services Department if your delivery has not arrived within 3 working days of the estimated delivery date.
Damaged Items
If you think that your goods have been damaged during transit, please email service@lambandlowe.com within two working days of receiving your delivery, to help us address the issue.
We will require full details including the nature of the damage, your name, order number and contact details.
Missing items
If you feel certain after following the ‘Once you receive your order’ criteria set out above, that an item is missing, please contact our Customer Services Department as soon as possible after receiving your delivery in order for us to locate your missing item. Please provide full details including the nature of the missing items, your name, order number and contact details.
Incorrect items
If we have sent you an incorrect item or it is not as expected please do not open this as we need to receive it back in the same condition as it was sent within 14 days of the delivery date. Please email our Customer Services Department within two working days of receiving your delivery in order for us to investigate the error. Please provide the original invoice and a brief note with details of the problem, your name, order number and contact details.
Cancellation
To cancel your order, please notify our Customer Services Department in writing (by email, letter, or phone call) at any time before delivery or, if after delivery then before the expiry of seven working days after delivery. Please quote your name, order number and contact details.
If you cancel your order after delivery, then you will be responsible for the cost of returning the package. However, we will pay the cost of delivering any substitute goods.
Returning Goods
You must take reasonable care of the item(s) and must not use them. An item may only be returned if it is in the exact condition in which it was delivered. Certain items cannot be refunded or exchanged unless faulty or sent incorrectly. These include products that you have unsealed or opened.
Item(s) may be returned by post. Always include the returns slip from the bottom of your Invoice/Receipt when returning goods, we are unable to process any returns without this.
We will only offer a refund on returns postage if the item is faulty or if you have received the wrong item, this will be dealt with on a case-by-case basis, and we will be in touch to confirm all details.
Returned goods remain your risk and responsibility until they are received by Lamb & Lowe. We strongly recommend that you use one of the Royal Mail’s premium services which are traceable or require a signature on delivery.
Exchanges and Refunds
Our Customer Service Department will decide, after discussion with you, whether Lamb & Lowe will replace any defective or undelivered goods or issue a refund for the purchase price.
No refunds will be made unless the goods are returned, received and in the exact condition that they were delivered within seven working days of your delivery. This refund will not include the cost of returning the product to us.
Once goods have been received by Lamb & Lowe at the returns address a refund will be processed via your original payment method. Please allow up to 10 days for this process to be completed.
Please note that credit card companies will only allow refunds to be made to the card used to pay for the original order and that it can take as long as seven working days for a refund to be acknowledged by your credit card company.
Your statutory rights are not affected by anything contained in this Section.
Complaints
If you are unhappy with our service in any way, we would like to know. We will do everything we can to resolve your concerns. Please telephone, email, or write to our Customer Services Department – contact details given above.
