Orders, Delivery and Returns Explained
Safe Delivery SolutionsWe are absolutely committed to ensuring the security of all our staff and customers at this time. As a mail order company safe delivery of our products is of paramount importance to us, and we have been working hard to make sure we can continue to offer exceptional service in these difficult times.
We have implemented the following to help our customers in every way we can:
Non-Contact Pick up from Store
Our helpful customer service team are happy to help you with any collections you need to make from store. For everyone’s safety we have instigated a non-contact policy in store during this time. We are also able to offer a shop front delivery service, where we pass the items to you at the front door (or come out and put them directly into your car boot) so you don’t have to come into store at all if you are concerned in anyway about unnecessary contact.
Door Step DeliveryIf you can’t, or would rather not, sign for a parcel at the time of delivery that is not a problem. Simply let us know your preferred safe delivery location ahead of time and we will ensure the courier leaves it in this location for you. If you haven’t requested this option, but do not wish to sign for the parcel on delivery the driver can, with your permission, add your name to the handheld delivery system instead. If you are unable to open the door, the driver will leave the parcel on the door step and, again, sign the screen on your behalf.
Our 21 day promise is still in place
Our workshop team is fully prepared and we have put in place significant contingency plans this week, so at this time we are confident we can achieve our promise to deliver any out of stock items within 21 days of an order being placed. Obviously things are very much in flux at the moment, and we will update customers immediately if there is any likely impact to this promise, but for now it’s business as usual from the Jim Lawrence team!
Please be assured we are taking every step we can to ensure safe and reliable deliveries during this time and are constantly reviewing the government guidelines and updating our policies as a result of this advice.
Public Health England has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19) as these types of virus don't survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
How much is delivery?
Our delivery charge is a one-off charge per order, no matter how many parcels are involved, as long as the whole order leaves on the same day. If you require part of the order to be sent ahead, then a separate amount for carriage will be charged.
The standard charge per consignment throughout England and Wales is £5.00 (Scottish Highlands, Channel Islands, Isle of Man, Northern & Southern Ireland £18).
Heavy items such as our cast iron fire backs, dogs and grates incur a £50 charge.
Delivery is via a parcel dispatch company and does require a signature unless you have left specific instructions with us as to where you would like your order to be left. We are keen to help in any way we can to get your order to you as quickly and easily as possible, therefore please let us know of any special instructions that you may have regarding your delivery.
How long will my order take?
Our products are crafted in our Suffolk workshop. If your order is in stock it will be dispatched within 1-2 working days. If items need to be made, your order will be dispatched within 21 working days.
Although we aim to hold stock, our stock moves quickly. Please be reassured that we will inform you if a delay is expected once your order is placed.
How do I pay for my order?
You can pay online using our secure payment service or call us to pay via card or BACS. If you would like to pay by cheque, please make it payable to Jim Lawrence Traditional Ironwork Ltd. We regret that we cannot dispatch any order unless payment has been received.
How do I know my order has been placed?
If you placed your order over the phone with us, our sales advisors will confirm all orders immediately via email. If you placed an order on our website, you should receive an automatically generated order confirmation shortly afterwards.
If you require written confirmation, please let one of our advisers know and we can pop one in the post instead. If you are concerned that you have not received an order confirmation, please call us on 01473 828989 and we will resend it.
Can I track my order?
Once your order has been dispatched, we will send you the courier’s details and consignment number to track your order online. If you have an online account with us, you will also be able to see the status of your order on our website.
Can I have my order delivered overseas?
Wherever you are in the world we will ensure your order arrives safe and sound. All overseas deliveries are charged at cost. Please contact us for a quote. Alternatively, you can place an order online and we will calculate the delivery charge and call you back.
Do you accept returns for a refund?
Should you wish to return anything bought from us, we'll be happy to refund or exchange a product provided it's returned in its original packaging and in fully resaleable condition.
Returns should be made within a reasonable time (which shall be no later than 3 months). Please check you order thoroughly upon receipt as any issues can only be resolved if reported to us within the 3-month return period.
If the product returned is not in fully resaleable condition, or is damaged in any way, we reserve the right to refuse a refund on the item, or to deduct an amount from the original selling price which we believe in our reasonable opinion amounts to the level of damage caused. This does not affect your statutory rights.
We’re unable to offer a refund or exchange on bespoke or made-to-measure goods unless they’re faulty. Unfortunately cut fabric is non-returnable unless the fabric is faulty.
We are unable to offer a refund or exchange on goods purchased from the sale room within our Hadleigh showroom.
How do I return an order?
Kindly note that we do not offer a free returns service unless your item is faulty.
Returning any items could not be simpler, just complete the returns form enclosed with your order, download a returns form here>> or call us on 01473 828989 to arrange a return.
If you have changed your mind and no longer require an item, you can return it to us at the address below by Royal Mail at your own expense. The cost of delivery will depend on the size and weight of the items being returned, so you will need to contact your post office for a quote.
Alternatively, you can call our customer services team on 01473 828989 to arrange to have items collected by our courier on a day and location of your choice. A £12 carriage charge for collections will apply; please see our Terms and Conditions.
None of the above affects your statutory rights when goods are faulty or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms and Conditions.
My light was broken in transit, can I get it replaced?
If any of our products arrive broken or damaged in any way, or if they are faulty, we will arrange to have them collected and exchanged for a new one free of charge.
Please call our customer services team on 01473 828989 as soon as possible to report the fault and discuss your exchange and collection requirements.
If you are able to send us a photograph, or give us a description, of how your item was packaged, it would be very helpful to us in our efforts to stop this happening again.
You have sent me the wrong item, what should I do?
If we have sent you the wrong item, please call our customer services team so they can organise an immediate free of charge collection and replacement.
Returns AddressJim Lawrence Traditional Ironworks