Welcome to the Lavender Hill Hardware FAQ page. Below you'll find answers to common questions about our products, orders, payments, shipping, returns, exchanges, refunds, and customer support.
Ordering
How can I place an order?
You can browse our products, select the items you want, add them to your shopping cart, and complete your purchase through our secure checkout.
Where does Lavender Hill Hardware ship?
We currently ship within the United Kingdom only. We do not currently offer international shipping.
Is shipping free?
Yes. We offer free shipping on eligible orders within the United Kingdom.
What is your order cut-off time?
Our order cut-off time is 2:00 PM GMT. Orders placed after the cut-off time may be processed on the next available business day.
Shipping & Delivery
How long does delivery take?
Our estimated delivery timeframe is 4–7 business days, including:
- 1–2 business days for handling
- 3–5 business days for transit
These are estimated timeframes and are not guaranteed delivery dates.
Which delivery carriers do you use?
Orders may be shipped using:
- Royal Mail
- Evri
- DPD UK
The carrier may vary depending on the order and delivery location.
Will I receive tracking information?
Where tracking is available, tracking information may be provided after your order has been dispatched.
What should I do if my order is delayed?
If your order has not arrived within the expected delivery timeframe, please contact our customer support team with your order number so we can help investigate the delivery.
Payments
What payment methods do you accept?
We currently accept:
- Credit cards
- Debit cards
- Shop Pay
Is my payment information secure?
Payments are processed through applicable payment service providers. We take reasonable measures to protect customer information and do not require customers to send complete card details by email or live chat.
Returns
Do you accept returns?
Yes. We accept eligible returns within 30 days of receiving your order.
Can I return a non-defective product?
Yes. We accept eligible returns for both defective and non-defective products within our 30-day return period.
Are returns free?
Yes. Eligible returns are free of charge, and we do not charge a restocking fee.
How do I return an item?
Returns are made by mail. Once your return is approved, we provide the applicable return instructions and return label.
Can I download and print my return label?
Yes. For eligible returns, you can download and print the provided return label and use it to send the product back by mail.
Exchanges & Replacements
Do you accept exchanges?
Yes. We accept exchanges for eligible products.
When will my replacement be shipped?
For an approved exchange or replacement, we ship the replacement once the original returned item has been scanned by the return carrier.
This means you do not necessarily have to wait until the original item reaches us before the replacement is dispatched.
Refunds
How long does a refund take?
Once an eligible returned item has been received and processed, we generally process the refund within 10 business days.
How will I receive my refund?
Refunds are generally issued to the original payment method used for the purchase.
The time for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
Is there a restocking fee?
No. We do not charge a restocking fee for eligible returns.
Customer Support
How can I contact Lavender Hill Hardware?
You can contact us by:
Phone: +44 20 7223 8330
Email: info@lavenderhillhardware.shop
Live Chat: Available 24/7
What are your customer support hours?
Our customer support team is available:
Monday – Friday, 9:00 AM – 5:00 PM GMT
Live chat support is available 24/7.
Where is Lavender Hill Hardware located?
Our business address is:
Lavender Hill Hardware
147 Lavender Hill
London SW11 5QL
United Kingdom
I have another question. Who should I contact?
If your question isn't answered here, please contact our customer support team by phone, email, or live chat. We're happy to assist with questions about products, orders, delivery, returns, exchanges, payments, and other customer enquiries.
Business Information
Business Name: Lavender Hill Hardware
Legal Business Name: Lavender Hill DIY Hardware Ltd
Business Contact: +44 20 7223 8330
Business Mail: info@lavenderhillhardware.shop
Live Chat Support: 24/7
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM
Business Address: 147 Lavender Hill, London SW11 5QL
Time Zone: Greenwich Mean Time (GMT)