Frequently Asked Questions

Delivery

Please note that not all items are in stock and you will be contacted within 24 hours of receipt of your order midweek to advise you of the stock status and availability of your items

Free Local pickup from Accrington Lancshire is acceptable by prior arrangement.

We offer FREE personal Delivery within 15 working days, in England Scotland* and Wales, subject to order acceptance.

*We have the following postcode restrictions which require verification of courier price before we can accept your order.

*These are: AB(all) DD (all) FK19 - FK21 HS (all) IV (all) KA27 - KA28 KW (all) PA28 - PA40 PH19 - PH14 ZE (all)

I am sorry but at this time we do not deliver to Isle of Man or the Channel Islands although we can work with your courier if you choose to arrange that. 

You will be sent a confirmation of your order in the form of an email, please read and check this confirmation carefully. If it is incorrect in any way please email us on tim@lucyslocket.com

Our delivery agent will call you to arrange a delivery date and approximate time.

On delivery of goods, you'll be asked to check the condition of the item/s and sign a delivery note. Your signature constitutes acceptance of the item but does not affect your statutory right to cancel or return.

All items will be delivered to your designated room. In the case where the carrier may bring the goods into the customer’s premises they will be fully insured to do so.

We will select the most appropriate carrier for your goods to ensure your order is transported in the best possible way. This means items in your order may arrive at different times.

In the case where the customer insists on part delivery for whatever reason any additional costs incurred by the company will be charged to the customer.

When you place your order you must inform us of any access restrictions or circumstances which may prevent successful delivery being completed.

It is the responsibility of the customer to ensure that all the goods you have ordered will fit into your home. Please check the measurements of all access areas e.g. doorways, hallways, stairs, stairwells, etc. The furniture is handmade and all measurements are approximate and can vary up to 3cm. We are unable to refund orders which cannot be delivered due to access restrictions, or items do not fit the room.

If we do not hold your item in stock, please allow between 3 and 8 weeks delivery time for UK orders.

It is the responsibility of the customer to make a note on the delivery paperwork of any damage or defect of the goods, neither the carrier nor Lucyslocket will be held responsible for any damage not noted on delivery paperwork.

Where a delivery date has been agreed with our carrier but the customer is not present or unwilling to receive the delivery we reserve the right to charge the customer again for the total value of the delivery of the goods unless otherwise specified.

We will not accept claims for inconvenience, compensation or cancellation, etc caused by unexpected or unavoidable delays in delivery.

You have the right to cancel your order up until the point of delivery.

Terms of Payment

The payment of the price by the Buyer to the Seller shall be due at the date of order.

All payments shall be made to the Seller in Pounds Sterling (£).

Returns and Guarantee

We operate a comprehensive guarantee policy, in addition to, and not affecting, your statutory rights. If any item is found to be faulty we will replace it free of charge. If having ordered a piece of furniture you decide within 7 days of receipt that you no longer want the piece then we will refund or exchange to the value of your order. In this case, we will charge for collection / return postage. If you decide that you do not want the piece before our delivery team have left then the collection fee will be waived.

You are urged to read the description of the items on the website thoroughly to avoid disappointment.

We accept no liability if you return goods by any method other than a recorded delivery method (one that requires a signature upon receipt). In any event, we accept no liability in respect of returned goods unless and until such returned goods have been received by us in their original condition and in their original packaging. Please make sure that the returned package is properly secured.

Cancellations will not be accepted if goods have been reserved, stored or despatched by ourselves, or by our suppliers.

We reserve the right to cancel and refund in full, any order which cannot be fulfilled due to stock or errors on the website.

Colour and finish variation

Every reasonable effort is made to ensure colour and finish consistency but our products are hand finished fabric, leather and wood colours/stains and dyes vary among batches. Wood products will exhibit natural variation in colour and grain. We advise that you purchase different items from a range at the same time to ensure a good colour match.

Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will give you the chance to refuse any marketing email from us in the future.

The type of information we will collect about you includes:

• your name
• address
• phone number
• email address
• credit/debit card information for payment processing only

Once we have processed the payment, we will not keep or store your credit card details and we will immediately destroy your credit/debit card details

We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should email tim@lucyslocket.com