All orders will be dispatched within two working days of placing the order (although most orders will be dispatched the same day). Our business working days are Monday-Friday, no orders will be dispatched over the weekend. Orders placed after 2pm on Friday will be send the following working day. Please note our offices are closed on bank holidays.Delivery
We have 4 options to choose from:
- 1-2 working day delivery (DPD) - £4.95 (Excluding weekends & bank holidays)
- Next working day delivery (DPD) - £8 (Orders placed before 12pm)
- DHL international delivery (Price calculated at checkout)
- Pick up from our Head Office Shop (Unit 16 Smithbrook Kilns, Cranleigh, Surrey, GU6 8JJ)
For international orders, please allow additional time for delivery. As this will vary from country to country, anticipated delivery times will be notified on an order-by-order basis.
We hope you will be very happy with your order but if you are not and would like to return an item please get in touch with the team via email (firstname.lastname@example.org). As the majority of our products are personalised, will apply instead of the Shopify Inc. ‘Refund Policy’ which appears (as a link) at the bottom of the screen when you place your order.
Unfortunately, as these have been specifically tailored just for you, we are unable to offer exchanges or refunds on personalised items unless they are faulty.
If the item you have purchased is faulty then please send us an email within 7 days of receiving your item, together with photos and a brief description of the fault, and we will be happy to assist via our team, email (email@example.com)
For non-personalised items we are able to offer an exchange or refund on return. You must get in touch with us within 7 days of delivery and send your item back to us in exchange for a credit note or refund. Goods must be received back to us within 30 days of receiving and in a saleable condition with:
- All original packaging & stuffing in bag
- All straps included
- Clear tape on all zip pulls
Please note we do not cover the cost of postage for this, and recommend you use a recorded service as LRM are not responsible for any lost parcels.
If the item you have received is faulty then please send us an email within 7 days of receiving your item, together with photos and a brief description of the fault, and we will be happy to assist via our email firstname.lastname@example.org. Please note in order to receive an exchange we must receive the product back to us for this to be processed. If the item is deemed faulty we can cover return postage costs of up to £3.95. We advise all items are sent back using a signed for/ recorded service as we are not responsible for any missing items.
We allow 7-9 working days for replacements to be embossed and sent out. Shipping time is additional to the 7-9 days.
Should you not receive your delivery, please contact DPD directly to see if they can help to locate the item. If this does not solve the issue, please contact us (email@example.com) with attached evidence of DPD’s investigation and we can look into this.
Please note, if you make any alternations to the delivery location via the DPD app or website, e.g. ‘deliver to a safe place’ this is at your own risk and LRM are not responsible for any lost parcels. This would then be an issue directly with DPD.
Cancellation of orders
As we work with a third party fulfilment centre, where we can, we will try our very best to cancel orders. But due to us working extremely efficiently to get your orders out as quickly as possible we may not be able to intercept this before the order has been personalised or processed, therefore your cancellation requested may not be accepted.
Please note that products on pre-order will have the estimated timeframe for dispatch on the product photo. Orders including a pre-order item will be dispatched when all items are available.
Sample Sale items
For any items purchased in the sample sale these are non-exchangeable and non-refundable and are sold as seen.
International orders post Brexit
Due to the set up, we currently do not offer pre-paid duties and taxes so please be aware that shipping from the UK to your shipping destination could incur customs charges.
As we don't have control over these charges, and they change per destination country, we are unfortunately unable to advise what the cost may be.