Customer Services

What is the Jim Lawrence guarantee?
Are all your products available to purchase online?
How do I order online?
How do I know you've received my order?
Do you deliver to my area?
How much does delivery cost?
How do I know my order has been despatched?
How long will my order take?
Can I see your products before ordering? Do you have any stockists?
If I want to speak to someone what are your opening hours?
What is your returns policy?

What is the Jim Lawrence guarantee?
If you purchase a product and wish to return it for whatever reason we will exchange or refund it on return. For full details see our returns policy below.

Are all your products available to purchase online?
Yes. Our web site contains our complete range of products. However if you would like our brochure click on ‘Catalogue Request’ on the home page where you can either download the brochure in its entirety or in sections or request a copy by post.

How do I order online?
Simply click ‘Order’ whenever you see a product you wish to purchase. This will add that item to your basket. To review the contents of your basket click on 'View Order'. To place your order click on the 'Proceed to Purchase' button on your order page. If you are a registered customer simply enter your e-mail address and password to retrieve your details. If you are not already registered click on 'Continue Purchase' to register.

How do I know you've received my order?
As soon as you place your order you will be sent a confirmatory e-mail. A member of staff will check your order by the next working day and send you an e-mail confirmation. Please check your second e-mail confirmation carefully and let us know as soon as possible if any of the details are incorrect. If you do not receive the e-mail confirmation within 2 working days please let us know.

Do you deliver to my area?
We deliver to anywhere within the United Kingdom. For overseas deliveries please contact us for information.

How much does delivery cost?
Delivery by courier to mainland England, Wales and Scotland is £4.50 per consignment. For Scottish islands, the Channel Islands, Isle of Man, Northern Ireland and the Republic of Ireland the cost is £30 per consignment and for the Isle of Wight £15 per consignment. Additional charges are levied for firegrates and firebacks because of their weight. For other areas please contact us. Our delivery charge is a one-off charge per order, no matter how many parcels are involved, provided the order leaves us on the same day. Saturday deliveries to mainland England, Scotland and Wales are £25. Small orders may be posted via Royal Mail – please contact us for postage costs.

How do I know my order has been despatched?
We will send you an e-mail when we despatch your order with details of the consignment. Provided you have ordered online you can also track the progress of your order by clicking on ‘Order Tracking’ at the top of any page.

How long will my order take?
If all the items you have ordered are in stock your order will be despatched straightaway. Because many of our products are made to order you should allow 28 days to despatch. However we will always despatch orders as soon we can, generally within 14 days. Please let us know if your order is urgent and we will do our best to despatch it quickly.

Can I see your products before ordering? Do you have any stockists?
We are a manufacturing business selling direct to the end user. Therefore we do not have stockists. All of our products may be viewed at our showroom at The Ironworks, Lady Lane Industrial Estate, Hadleigh, Suffolk IP7 6BQ. If you are unable to visit you may still buy online with confidence as we operate a no quibble returns policy.

If I want to speak to someone what are your opening hours?
Our office and showroom are open from 9am until 5.30pm during the week and from 9am until 4.00pm on Saturdays. We are closed on Sundays. Our ‘phone number is 01473 826680. An answerphone is in operation when the office is closed.

What is your returns policy?
We hope you'll be delighted with your purchase. However, returning any product could not be simpler. Call us on 01473 826680 and we will arrange for the items to be collected at a convenient date. Whilst we are happy to pay carriage costs on any damaged products, should you simply not like the goods and wish to return or exchange them our standard carriage costs will apply. Delivery costs are as explained above. Return carriage costs are £12.00 within mainland England, Wales and Scotland. Returned products should be in fully resaleable condition. Whilst we don’t generally place a time limit on returns, we reserve the right not to refund or exchange any products returned more than 6 months after purchase.