Orders, Delivery and Returns Explained

How long will my order take?

Our products are crafted in our Suffolk workshop. If your order is in stock we aim to dispatch it within 2-3 working days.

If items are not in stock and need to be manufactured, your order could be dispatched anywhere between 1-3 weeks depending on where the items are in our production cycle.

Please refer to your order confirmation for the date that your order will be dispatched. Please be reassured that we will inform you if a delay is expected once your order is placed.

Please feel free to call if on a tight deadline and we will do all that we can to accommodate you.

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.

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 much is delivery?

For all orders, with the exception of heavy duty products that require a pallet for delivery, a one-off charge of £7.50 per order is applied for UK mainland addresses, no matter how many parcels are involved, as long as the whole order leaves on the same day. Many of our products are sizeable or heavy so we subsidse our carriage costs to keep them at a reasonable rate for everyone.

Instead of hiding the cost within the overall price our products and claiming we offer "free delivery" we add this as a separate charge to ensure transparency. If you require part of the order to be sent ahead, we can arrange this, but a separate carriage charge will be required. Different charges apply for heavy items, Highlands & Islands and International Orders. For more information, see below.

DOES MY ORDER REQUIRE A SIGNATURE?

Yes. Delivery is via parcel dispatch company DPD and does require a signature. On dispatch, a consignment number and link to the DPD website will be emailed to you where you can track your delivery and nominate a safe place if you are not going to be in to sign for your order. Kindly note, DPD will require you to use the link to specify any safe places, rather than you using the 'Additional Notes' section on our checkout page. 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.

SHIPPING CHARGES

UK MAINLAND

The standard charge per consignment throughout England and Wales is £7.50

Highlands & Islands

Scottish Highlands, Channel Islands, Isle of Man £18.

Northern Ireland

Shipping is £25. Please contact our sales team for a quotation on 01473 826685

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Republic of Ireland

Shipping to the Republic of Ireland incurs an international shipping charge based on the quantity, box size and weight of an order. The cost of shipping should be added automatically to your order at checkout. If you wish for the costs to be included in a quotation, please contact our sales team on 01473 826685 or email sales@jim-lawrence.co.uk with your contact and order details and we will arrange it for you. Unfortunately we cannot ship heavy items to The Republic of Ireland.

International Shipping

We ship overseas with our international courier UPS. Charges are based on the destination, weight, box size and quantity of the order. For countries we ship to regularly, the shipping cost is automatically added to your order at checkout if you order on the website. For other countries, costs will need to be calculated and we will contact you to notify you. If you would like a quote to include your shipping costs please contact us for a quotation. Unfortunately we cannot ship heavy items abroad.

Heavy items

Because of the weight, our cast iron fire backs, fire pit, dogs and grates incur a £50 charge as they are delivered on a pallet by a specialist firm and can only be delivered to a UK mainland address. Please check your order confirmation for the promised for date. We will need to contact you to arrange delivery prior to dispatch.

Special instructions

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.

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 callyou back.

DO YOU ACCEPT RETURNS FOR A REFUND?

If for whatever reason you change your mind, you can return your unused items for a full refund up to 3 months after receipt. Unused items returned between 3-12 months after purchase will still be offered a credit voucher and returns made after 12 months will be offered 50% of the value as a credit voucher.

Please check you order thoroughly upon receipt so that we can resolve any issues quickly.

Kindly not that we are unable to offer a refund or exchange on bespoke or made-to-measure goods unless they are faulty. Cut fabric is also non-returnable unless the fabric is faulty and we cannot offer a refund or exchange on goods purchased from the sale room at our Hadleigh showroom.

HOW DO I RETURN AN ORDER?

Simply complete the returns form enclosed with your order, repackage your unused items and return them to us with the completed form.

The returns form is also available to download here> or call us on 01473 828989 and we can take down the retrun details from you.

We can arrange a collection for you, using our own courier for £12 (UK Mainland) that includes insurance and tracking service. Alternatively, you can arrange the return yourself using a courier of your own choice - the cost will depend on the size/weight of the items being returned.

Whatever method you use, please ensure that the unused items are returned to us in their origianl packaging and in resalable condition. For more information, please see our Returns Page >

Part 1
Ensure you have the correct contact details, including your phone number. You can find your order number with your parcel or you can find this on your account, log in here >

Part 2
Fill in the form with the product codes, quantity and indicate that this is a refund. Add any additional comments, plus the value. If you need more space, please complete on the reverse.

Part 3
Please circle or tick the reason for the return, if the reason is not listed, please write this in section 12. If you need more space, please continue on the reverse.

Part 4
This section is for exchanges, should any items be exchanged for a different finish

Please download the returns form here

Returns Form

MY ITEM 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, please contact us immediately upon receipt so that we can resolve any issues as quickly as possible.

In this instance, if the item needs to be returned or replaced, we will arrange a collection and cover any costs.

Please call our customer services team on 01473 828989.

If you are able to send us a photograph of the damage, or give us a description of how your item was packaged, it would be very helpful to us in our investigation of the issue and our efforts to stop it from 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 ADDRESS

Jim Lawrence Traditional Ironworks
The Ironworks
Lady Lane
Hadleigh
Ipswich
IP7 6BQ