All orders will usually be dispatched within two working days of placing the order (although most orders will be dispatched the same day). Our business working days are Monday-Friday, no orders will be dispatched over the weekend. Orders placed after 12pm on Friday will be sent the following working day. Please note our offices are closed on bank holidays.

Delivery

We have 4 options to choose from:

• 1-2 working day delivery (DPD) - £4.95 (Excluding weekends & bank holidays)
• Next working day delivery (DPD) - £8 (Orders placed before 12pm, please note orders placed on a Friday will be delivered on the next working day i.e., Monday, if you would like to upgrade to Saturday delivery please email us)
• DHL international delivery (Price calculated at checkout)
• Pick up from our Head Office Shop (Unit 2 Smithbrook Kilns, Cranleigh, Surrey, GU6 8JJ)
  

Sample Sale Orders will be sent with Royal Mail or Evri, this includes items purchased through our sample sale page.

Sale Purchases

For items purchased from the Sale or Outlet sections of LRM that are non-faulty and non-personalised, we offer a credit note or exchange within 30 days of purchase. Our team will assist you with returning the product and issuing a credit note (valid for 6 months) or arranging an exchange for an item of equal or greater value. Please note that return postage costs are the responsibility of the customer. Sale purchases that are personalised are non-refundable due to the personalised nature of the product. 

Faulty Items 

If the item you have received is faulty, then please send us an email within 7 days of receiving your item, together with photos and a brief description of the fault, and we will be happy to assist via our email hello@lrmgoods.co.uk

For a faulty item, we will provide an exchange for the same item (or if the item is out of stock, we will provide the closest option) but a refund will not be given at this stage.

Please note to receive an exchange we must receive the product back to us for this to be processed. If the item is deemed faulty we can cover return postage costs of up to £3.95. The item must be returned to us within 30 days. 

Returns Policy

We hope you will be very happy with your order but if you are not and would like to return a faulty or non-personalised item please get in touch with the team via email (hello@lrmgoods.co.uk) within 7 days of receiving your item. If you are outside of this window a credit note or exchanged will be offered. 

As the majority of our products are personalised, these are non-refundable or non-exchangeable and will apply instead of the Shopify Inc. ‘Refund Policy’ which appears (as a link) at the bottom of the screen when you place your order. 

The cost of the return request is £2.95 GBP per item, which will be deducted from your refund and you are responsible for returning the item back to us within a 30 day period. 

Personalised items
We are unable to offer exchanges or refunds on personalised items unless they are faulty.

Non-personalised items

For non-personalised items we are able to offer an exchange or refund on return. You must get in touch with us within 7 days of delivery and send your item back to us in exchange for a credit note or refund. Goods must be received back to us within 30 days of receiving and in a saleable condition with:

• All original packaging & stuffing in bag
• All straps included
• Clear tape on all zip pulls

Warranty

We offer a 6 month warranty on all LRM products, in line with UK Trading Standards. This covers any manufacturing defects or faults, but does not include wear and tear, misuse, or accidental damage to the LRM items.

If your item is outside of the 6-month warranty period and becomes faulty, we may be able to offer a repair at a small cost. However, beyond this 6 months we do not cover complimentory repairs or replacements.

Each of our products is hand-embossed using a hot foil machine for a long-lasting finish. If the embossing comes off within a 6 month period, please get in touch with us, and we’ll be happy to help.  After this period, re-embossing can be done for a small additional charge.

Bundle Items

Please note any items purchased as part of a bundle will need to be returned in full (all items in the bundle purchased) we do not accept part returns of bundles. If the items are personalised, you will be unable to return the bundle as per our personalised item terms. 

Additionally, any bundles purchased as part of a sale, can be returned for an exchange or credit note only. 

Gift with purchase items

Please note any items purchased as part of a free gift promotion, if you wish to return the paid for item (if un-personalised) our standard Terms and Conditions returns apply and the free gift must be returned with this. If part of the purchase is personalised a return is not available.

Undelivered Items 

Should you not receive your delivery, please contact DPD directly to see if they can help to locate the item. If this does not solve the issue, please contact us (hello@lrmgoods.co.uk) with attached evidence of DPD’s investigation and we can look into this.  

Please note, if you make any alternations to the delivery location via the DPD app or website, e.g. ‘deliver to a safe place’ this is at your own risk and LRM are not responsible for any lost parcels. This would then be an issue directly with DPD.

Order Cancellations and Amendments
As we partner with an external fulfilment team, we are unable to cancel or modify orders once they have been placed. Our commitment to processing orders quickly means we may not be able to intercept them before personalisation or processing begins. As a result, cancellations or amendments are not guaranteed. Please note, a £2.85 fee applies to any cancellation or changes.

Pre-Order Orders

Please note that products on pre-order will have the estimated timeframe displayed on the product page at the time of ordering. Please note this is a live app and timing will update on a daily basis. Orders including a pre-order item will be dispatched when all items are available. Please be patient with the time scales, these are approximate dates and may be after the advertised delivery date due to delays in shipments, customs and things outside of LRMs control. We allow a 14 day period before or after the advertised date. We will be in contact if this is expected to exceed this.

Sample Sale items

For any items purchased in the sample sale these are non-exchangeable and non-refundable and are sold as seen. 

International orders post Brexit
Due to the set up, we currently do not offer pre-paid duties and taxes so please be aware that shipping from the UK to your shipping destination could incur customs charges. As we don't have control over these charges, and they change per destination country, we are unfortunately unable to advise what the cost may be.