Delivery & Returns

Dispatch Times

We aim to get your order out the door as quickly as possible — usually within 1–2 working days, and usually on the same day! We dispatch orders Monday to Friday (excluding bank and public holidays).

Delivery Options

Method	Cost	Timeframe	Notes
Express (DPD)	£4.95	1–2 working days	Fast, complimentary personalisation included
Next Working Day (DPD)	£8	Next working day (order by 12pm)	Friday orders arrive Monday unless Saturday upgrade is arranged — email hello@lrmgoods.co.uk
DHL International	Calculated at checkout	Varies by destination	Customs duties/taxes may apply
Local Pickup	Free	Ready within 1–2 working days	Unit 2 Smithbrook Kilns, Cranleigh, Surrey, GU6 8JJ. An email will be sent when your order is ready for collection
Sample Sale (Royal Mail/Evri)	£5	2–7 working days	Items shipped via Royal Mail or Evri; no exchanges or refunds

✨ All delivery times include complimentary and fast personalisation — no extra wait time!
⏰ Next Day Delivery cut-off is 12pm (Monday–Friday).

Returns & Exchanges

While we’ve made our returns process simple and transparent, we really hope you won’t need it — because you will love your new item! Each piece is made with care, and we can’t wait for you to enjoy it.

Personalised Items

As your personalised item has been made just for you, it’s non-returnable and non-refundable, unless it arrives faulty. Please double-check your personalisation details before placing your order.

Non-Personalised Items

To make the process as clear as possible, here’s what to expect depending on when you contact us:

When You Contact Us	What You’ll Receive	Conditions
Within 14 days of delivery	Full refund or exchange	Item must be in original, saleable condition and email us at hello@lrmgoods.co.uk
Between 15–30 days	Credit note or exchange	Item must be in original, saleable condition and email us at hello@lrmgoods.co.uk
After 30 days	No refund, exchange, or credit note	Not eligible for return

• Returns must be received by us within 28 days of delivery

• All non-personalised items must be returned in a saleable condition

• Return postage is the responsibility of the customer. We strongly recommend using a tracked service, as we are not responsible for lost returns

• £3.50 administrative return fee per item will be deducted from your refund

Exchanges

If the colour or style isn’t quite right, we would love to help you find something that is right. You can request an exchange within 30 days of receiving your item. Please email us: hello@lrmgoods.co.uk to organise this. 

• No administrative fee for exchanges. you will just need to cover the postage costs 

• Item must be returned in its original, saleable condition

• Sale, Sample Sale, and Outlet items are excluded from this exchange policy

 

Sale, Sample Sale & Outlet Items

• Non-refundable and non-exchangeable

• This applies to both personalised and non-personalised items purchased from the Sale or Outlet sections

 

Faulty Items

If your item arrives faulty, we’ll do our best to make it right quickly and easily:

• Report the fault within 7 days of delivery by emailing hello@lrmgoods.co.uk, including clear photos, a brief description, and your order number

• Item must be returned for an exchange only (or nearest alternative if out of stock). A refund will not be given at this stage

• We will cover return postage costs and provide a Royal Mail return label to make it easy

• Faulty items must be returned within 30 days of delivery to qualify

Warranty

We take pride in the quality of our products and want you to enjoy them with confidence.

• All LRM items come with a 6-month warranty that covers any manufacturing faults — including defective stitching, broken zips, or faulty materials

• The warranty does not cover general wear and tear, accidental damage, or misuse (e.g., overstuffing, water damage, or improper care)

• If your item develops a fault within this period, please contact us at hello@lrmgoods.co.uk with your order number, a description of the issue, and supporting photos

• Please note: Outlet and Sample Sale items are not covered under this warranty

Embossing

If your personalisation fades or lifts within 6 months, we’ll re-emboss it for you free of charge. After this period, we’re happy to offer re-embossing for a small fee to keep your item looking its best.

We’re here to help — just reach out and we’ll be happy to advise on the best solution!

Bundles or Gift Sets

• Must be returned in full — no part-returns accepted

• Personalised or part-personalised bundles are non-returnable

• Sale bundles are non-returnable

Gift with Purchase (GWP)

We love to treat our customers, and sometimes that means a free gift! To receive it, just make sure to add it to your basket at checkout, in line with the offer details. Please bear in mind:

• If you return your qualifying item, the gift must also be returned unused and in original condition

• If the gift isn’t returned, the **value of the gift ** will be deducted from your refund

• If your order includes any personalised item, the gift becomes non-returnable

• Limit one gift per order — it cannot be exchanged, refunded, or transferred

• Gift colours may vary depending on stock, and we reserve the right to substitute the colour based on availability

• Please note: we are unable to add free gifts to retrospective orders or pre-orders

Pre-Orders

Pre-order dates are estimated and shown on each product page. These are based on expected delivery timelines but can be influenced by factors outside of our control — including supplier delays, customs, or shipping issues.

• Orders will be dispatched when all items in your order are available

• If your pre-order item arrives earlier than expected, we’ll dispatch your full order as soon as we can

• Please allow ±30 days from the estimated date for delivery

• We’ll be in touch if delays go beyond this window

• Please note: pre-orders cannot be cancelled once placed

Undelivered Items

• First contact DPD to locate item

• If unresolved, email us with DPD case evidence

• LRM not liable for parcels diverted via DPD app (e.g., safe place requests)

Cancellations & Amendments

As we work with an external fulfilment team, we’re not able to accommodate cancellations once an order has been placed.

Amendments may be possible — such as changes to personalisation, item colour, or switching an item if the order hasn't been processed. If we’re able to process the amendment, a £3.50 administrative fee will apply.

Please email hello@lrmgoods.co.uk as soon as possible and we’ll do our best to assist, but changes are not guaranteed.

 

International Orders (Post-Brexit)

• Customs duties/taxes may apply on delivery

• LRM is not responsible for these fees