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Delivery and Returns

Delivery Rates Uk

For Standard UK Mainland delivery there is a £4.95 charge, orders above £50 (including VAT) we offer free shipping. In the UK we strive to send your order to you within 5 working days and overseas 30 days. Should you require goods urgently please contact us prior to ordering to check stock and delivery options.

Providing the goods are in stock you can request Next Day* delivery there is a £8.50 charge, orders that require extra keys or special order items cannot be ordered for next day. Cut off for Next day is 3.30pm.

* This is an express delivery service which relies on couriers and cannot be held responsible for any issues outside of our control preventing the courier from delivering on time.

Shipping and Handling

We normally strive to send orders out in five days from receipt of order, some items may be deemed special, This means that our suppliers may not carry them as a general stock item. We will always inform you by mail as to what is happening with your order, until you receive the order.

Delivery charges may vary depending on the size from what is quoted, Some locks and large quantities of locks can weigh a lot, but as a general rule we can ship up to 10 Kilos for no more than £15.00 + Vat.

Overseas Delivery Rates

Overseas Customers may check with us prior to shipment of any goods. But if there is no communication we will always delivery the most economical way, over speed, and charge accordingly. Any shortages, errors or concerns with your delivery must be reported within 2 days from receipt of the goods in writing or email.

A Holding charge of 15.00 + Vat is applied to all none UK orders to cover shipping, but occasionally the shipping will cost more than this and we will let you know how much the shipping cost is beforehand allowing you the time to choose if you would like to proceed or not.

Returns Policy

We hope that you will be happy with your Locksonline purchase. However sometimes you may need to return a purchase. We will happily refund or exchange purchases, provided it is within 7 days of delivery, in its original packaging and with proof of purchase.

Unwanted Goods If you decide that you do not want any item that we have delivered, we are happy to offer you an exchange or refund within 7 days of delivery. Any item must be returned unused in their original packaging along with the original packing note and copy invoice (as proof of purchase).

Electronic security items can only be exchanged if faulty or if returned unused with the original seal and wrapping intact. This would include (Alarms, Keypads, Fobs etc)

Master keyed and keyed alike locks cannot be returned unless faulty as these are made up to customer requirements.

How to Return an Item

To return an item by you must firstly fill in a return form. We will issue a Returns Number which must accompany the goods being returned. Items returned without a Returns Number will take longer to process in the system, so please ensure you have a returns number.

When you receive your Returns number via email, simply print out the returns note and place it in your parcel with the item(s) you wish to return. Please package your item(s) securely it is also advised you send the good 'Recorded Post' As 'you' are responsible for the goods until they arrive back here with us.

We will endeavor to send you a replacement or refund your payment within 10 days, providing your Returns Number is included with the items returned.

Returns Policy B2B

Our Business to Business returns are slightly different to Private consumers, so please check through them

We operate a policy where the customer is given a 24 hour 'think time' delay before goods are shipped out. Should you wish to cancel your order please do so within 24 hours of placing the order.

No returns can be accepted for credit unless previously agreed by us and an official returns reference has been issued. A charge of 25% of invoice value or a minimum of £10.00 will be levied on Goods 'not wanted' or 'incorrectly ordered' or due to duplication resulting from a 'confirmation' order not being endorsed to that effect, You must inform us within seven days from receipt of the goods for a return number to be issued under this category.

How to Return an Item

You will bear all costs of returning any goods under this category. All items to be returned must be in original packaging, undamaged and not used. All items returned as faulty are liable to manufacture inspection. We cannot guarantee replacement or credit: a warranty repair may be given. No items can be returned if they have been ordered specially. - Submit your return via our return form.



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Meet the LocksOnline Team - Here to Help!
Darrel, head of technical at LocksOnline
If you need technical help our locksmith Darrel has over 25 years experience
Eve, dealing with Ironmongery at LocksOnline
If you need any ironmongery or handles drop Eve an email
Lesley, accounts and sales at LocksOnline
Lesley deals with all accounts and sales
Ann, dealing with sales at LocksOnline
Deals with sales on our sites contact Ann today
Jack, web-developer at LocksOnline
Jack deals with the website, any problems let him know