All orders will 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 send 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 any items purchased in the Navy November/ Black Friday/ or a sale that you wish to return (non faulty or non personalised), we are offering a credit note or exchange only on these items. The team will help you return the product to us and arrange the credit note (valid for 6 months) or a suitable exchange for the same value or higher. 

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. Please note in order 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. We advise all items are sent back using a signed for/ recorded service as we are not responsible for any missing items.  

We allow 7-9 working days for replacements to be embossed and sent out. Shipping time is additional to the 7-9 days. 

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 the Navy November Sale/ Black Friday, 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. 

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.

Cancellation of orders

As we work with a third party fulfilment centre, where we can, we will try our very best to cancel orders. But due to us working extremely efficiently to get your orders out as quickly as possible we may not be able to intercept this before the order has been personalised or processed, therefore your cancellation requested may not be accepted. For any cancellations of orders there is a £2.85 charge. Please note during the month of November and December we are not able to cancel orders. 

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. 

Sample Sale items

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

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. 

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, which will be deducted from your refund and you are responsible for returning the item back to us within a 30 day period. 

Please note if your returned items make your order fall below the qualifying amount for the free gift, you will need to return the free gift in order for your refund to be processed. 

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.